Chat Conversation settings control how your chatbot greets visitors, suggests topics and behaves during the conversation - from the first welcome message to follow-up suggestions and feedback collection.
Where to find Chat Conversation settings
Select your chatbot and navigate to Settings > Chat Conversation.
The page is organised into three sections: Welcome & suggestions at the top, Conversation behavior below it and Advanced at the bottom.
Welcome & suggestions
Welcome message
The welcome message is the first thing visitors see when the chat opens. You can add up to three separate messages (220 characters in total), each on its own line. They are displayed in order, as individual message bubbles.
Suggested questions & Conversation openers
Suggested questions guide visitors toward common topics and help start conversations. When the chat opens they appear as large option buttons on the welcome screen; once the conversation starts they become compact buttons above the message bar.
Each entry has three fields:
- Icon - optional emoji shown on the button. Click the icon slot to open the emoji picker.
- Button label - short text displayed on the button.
- Message sent on click - the full question sent to the chatbot when the visitor clicks the button.
This lets you keep the buttons compact while still sending a complete, well-phrased question to the bot.
Conversation behavior
This section groups the toggles that control how the chatbot behaves during the conversation.
Voice input
When enabled, a microphone button appears in the message bar so visitors can dictate their question instead of typing. Voice input uses the browser's Web Speech API and follows the device's language settings, so support varies by browser and operating system.
Allow users to resume conversations
When enabled, returning visitors can continue their previous conversation for up to 7 days. When disabled, conversations are preserved for 1 hour so users can still navigate between pages on your site without losing context.
Dynamic suggested follow-ups
When enabled, the chatbot automatically generates follow-up question buttons after each response, based on the conversation context. These replace the static suggested questions as the conversation progresses.
This feature depends on the AI model selected for your chatbot (Settings > Model & Advanced). If the current model does not support it, the toggle is disabled - switch to a compatible model to turn it on. You can fine-tune how the suggestions behave by adding instructions in Settings > Role & Behavior.
Auto-select icons
Available only when Dynamic suggested follow-ups is on. When enabled, the AI automatically picks a relevant emoji for each follow-up button. Disable it if you prefer text-only follow-ups.
Conversation rating
When enabled, thumbs-up and thumbs-down icons appear below the chatbot's latest response. Visitors can rate the conversation at any point, and you can review the feedback in Chatlogs and Analytics.
Two text fields let you customise the confirmation shown after a visitor rates a response:
- Positive rating message - the thank-you text displayed when a visitor gives a thumbs-up.
- Negative rating message - the text displayed when a visitor gives a thumbs-down.
Advanced
Query refinement
When enabled, the chatbot rewrites the user's question using the conversation context before searching the knowledge base. This usually produces more relevant answers, at the cost of a small additional AI call (slight latency increase).
Even when this switch is off, query refinement still runs automatically for bots with multi-language support enabled (language detection) and for bots with integrations or custom API tools connected (knowledge budgeting) - a note below the toggle reminds you about this.
Related settings
A few options that used to live on this page have moved:
- Creativity / temperature - now under Settings > Model & Advanced.
- Placeholder for new message and Reset Conversation tooltip - now under Settings > Appearance.
- Voice Conversation (formerly the Voice tab) - now its own tab in the Settings sidebar.