The Basics page is where you decide who the bot is and where its leads go. You set its name and greeting, choose who gets lead alerts, switch the widget on or off, and turn suggested replies on or off.
Name and greeting#
The Name appears in the chat header on your website, so choose something friendly and clear, such as Support Assistant or your business name.
The Greeting message is the first thing visitors see when they open the chat. It can be up to 240 characters, and a counter shows how many you’ve used. If you leave it empty, the preview shows “Hi! How can I help you today?”
Lead alert emails#
Enter an address in Email me new leads at (optional) to choose where lead alerts go. Keep Email me when a lead comes in ticked (it’s on by default) to get an email whenever a visitor shares their details, whether through your pre-chat fields or during the conversation.
- If you don’t enter an address, alerts go to the first active member of your organisation.
- Anyone who has turned off New-lead email alerts in their Account settings won’t receive them.
- New leads always appear in Notifications in the dashboard, whether or not email alerts are on.
Learn more in Notifications and emails.
Turn the widget on or off#
The Widget answers visitors toggle controls whether the chatbot is live. Turn it off to hide the launcher from your website without deleting the bot. Your settings, knowledge and conversations stay as they are, and you can switch it back on at any time.
When the widget is off, the chatbot shows as Paused (or Draft if it has no greeting yet) in your chatbots list. See Active, Paused and Draft.
Suggested replies#
With Show suggested replies on (the default), the bot offers up to three short follow-up questions after each answer. Visitors can tap one to send it instead of typing. The bot only suggests questions your knowledge can answer, so they lead somewhere useful.
Turning suggested replies off also skips the small extra AI step that writes them. You might do this if you prefer a simpler, quieter chat.
Save your changes#
Check the live preview
The Live preview on the right updates as you type, so you can see your name and greeting before anyone else does.
Click Save changes
Your changes go live once saved. To undo everything since your last save, click Discard.
Settings at a glance#
- Greeting length
- Up to 240 characters
- Lead alerts
- On by default
- Widget answers visitors
- Turn off to pause without deleting
- Suggested replies
- On by default, up to 3 per answer