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Greetings

Set up automated welcome messages for new and returning contacts.

On this page
  1. 1. Overview
  2. 2. Setting Up Greetings
  3. 3. Greeting Types
  4. 4. Personalization

Overview

Greetings are automated messages sent to contacts when they initiate a conversation. A well-crafted greeting sets the tone for the interaction, lets the customer know they have been heard, and can guide them to the right resource. You can create different greetings for first-time contacts, returning customers, and specific channels.

Setting Up Greetings

1
Go to Automation → Greetings
Click "Automation" in the sidebar, then select "Greetings" from the submenu.
2
Click Add Greeting
Click the "Add Greeting" button to create a new greeting message.
3
Write your message
Compose the greeting message. Keep it friendly, concise, and helpful. Let the customer know what to expect.
4
Set the trigger
Choose when the greeting should be sent: on first contact, on every new conversation, or when a contact returns after a period of inactivity.
5
Save the greeting
Click "Save" to activate the greeting. It will be sent automatically when the trigger conditions are met.

Greeting Types

Create different greetings for different scenarios:

1
First contact
Sent when a contact messages your business for the very first time. Use this to introduce your brand and set expectations (e.g., "Welcome to AcmeCo! How can we help you today?").
2
Returning contact
Sent when an existing contact starts a new conversation. Acknowledge their return and offer quick help (e.g., "Welcome back! What can we assist you with?").
3
Channel-specific
Create greetings tailored to specific channels. For example, a WhatsApp greeting might differ from a voice channel greeting in tone and content.
Info
You can have multiple active greetings. The system selects the most specific match — a channel-specific greeting takes priority over a general one.

Personalization

Make your greetings feel personal by using dynamic variables that are replaced with real contact data at send time.

1
Use the {contact_name} variable
Insert {contact_name} anywhere in your greeting to include the contact's name. For example: "Hi {contact_name}, welcome to AcmeCo!"
2
Fallback for unknown names
If the contact's name is not available, the variable is replaced with a generic fallback like "there" (e.g., "Hi there, welcome to AcmeCo!"). You can customize this fallback in settings.
Tip
Personalized greetings have higher engagement rates. Even a simple name insertion makes the interaction feel more human and less automated.
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