The opening of a conversation sets the tone for the interaction and sets expectations around what will be discussed. In conversations with Business Messages agents, the beginning of a conversation also lets users know what sorts of things the agent can do, which shapes their questions and refines their expectations.
When a user opens a conversation with an agent, the agent begins the conversation with a welcome message and can display conversation starters to help guide user questions down known or frequent paths. If a user tries to start a conversation outside of an agent's operating hours, the agent displays a offline message you can use to share alternative channels or suggest next steps. By leveraging these tools, you can increase your agent's reliability and usability.
Agent- and location-level settings
You can specify welcome messages and conversation starters at two levels:
Agent-level conversational settings apply to all conversations with the agent, regardless of entry point.
An agent-level welcome message might begin "Thanks for contacting Growing Tree Bank...". Agent-level conversation starters can focus on company-wide actions or information.
Location-level conversational settings override agent-level settings and only apply to conversations with that location over the
A location-specific welcome message might begin "Thanks for contacting Growing Tree Bank on Amphitheatre Pkwy...". Conversation starters can focus on location-based actions or information. An offline message might mention when the location will next be open.
Agents and locations can specify separate settings for whichever locales they support. For example, an agent might specify a welcome message in English for the "en" locale and have the same message in Spanish for the "es" locale.
Business Messages processes and resolves a match between the user device's reported locale and the locales that an agent or location have any conversational settings for. Business Messages uses this resolved locale to display welcome messages, offline messages, and conversation starters as they are available.
This locale match is reported in each messages'
resolvedLocale field, and you
can specify an agent's or location's
defaultLocale, which weights resolved
locale matching. See Localization and
The first message in a conversation between an agent and a user is the agent's welcome message. The welcome message automatically appears after a user starts a new conversation. A good welcome message
- establishes tone (formal or informal)
- states core functionality (such as checking hours or reviewing bookings)
- extends an open invitation to other questions ("What can I help you with?")
- is conversational (it reads like a person wrote the message)
- stands on its own (doesn't rely on conversation starters)
Bad welcome message
"Hello. How are you today?"
Good welcome message
"Thanks for contacting Growing Tree Bank. I can give you information about this location and about the company as a whole. What can I help with today?"
To edit a welcome message, see Update conversational settings.
While a good welcome message covers an agent's functionality at a high level and is open-ended, conversation starters guide users to frequent questions or known functionality. Though conversation starters direct users down specific paths, they should be conversational and match the tone set by the welcome message.
Bad conversation starters
"This location" "Accounts" "More info"
Good conversation starters
"What are your hours today?" "Are you open tomorrow?" "Do you have any openings today?"
Conversation starters appear as vertically stacked suggested replies and directly follow the welcome message. When a user taps a conversation starter, the agent receives predefined content and postback data that you set when you specify the starter.
If an agent supports automated functionality for a certain requests, conversation starters might map to those requests, letting you rely on known inputs for automation and send freeform user questions to live agents ready to answer.
An agent can have a maximum of 5 conversation starters, and each starter can have a maximum of 35 characters.
To add or edit conversation starters, see Update conversational settings.
When a user starts a conversation with an agent outside the agent's operating
hours (as defined by
the user receives the agent's offline message. A good offline message
- shares why the agent is unavailable
- instructs the user on appropriate next steps or alternative contact channels
- matches the tone of the welcome message and conversation starters
Bad offline message
"Sorry, we're closed."
Good offline message
"We're closed right now, but we'll be available again tomorrow at 8AM. If you need urgent assistance, contact Support at +12223334444 or firstname.lastname@example.org.
To edit an offline message, see Update conversational settings.
Negative bot feedback message
When users receive messages from
BOT representatives, they can provide
positive or negative feedback on the message. Your agent receives bot feedback
events. If a
user provides negative feedback, the agent responds with an automated message
and suggestions to call or request a live agent. To customize the negative
feedback response message, see Update conversational settings.
Update conversational settings
To update an agent's conversational settings for the default locale,
- Open the Business Communications Developer Console and sign in with your Business Messages Google account.
- Choose your agent.
- In the left navigation, click Agent information.
Update fields under the following headings as necessary:
- Privacy and phone number
- Welcome message
- Offline message
- Conversation starters
- Negative bot feedback message