Configure Welcome Messages in Instant Messaging Inbox | Zoho Desk Guide

Configure Welcome Messages in Instant Messaging Inbox

Welcome messages are your first opportunity to create a positive and professional impression when customers start a chat. This guide will help you set up and manage welcome messages in your Instant Messaging (IM) channels.

What you will achieve with Welcome Messages   

  1. Create a friendly and consistent greeting that makes customers feel valued
  2. Set clear expectations about wait times or next steps to reduce confusion
  3. Provide quick access to helpful resources through links or instructions
  4. Improve customer satisfaction by acknowledging conversations immediately
 

What is a Welcome Message?   

A welcome message is an automated, pre-written message sent to customers when they initiate a new conversation through an IM channel such as WhatsApp, Business Messaging, or Instagram.

It can be used to:
  1. Greet the customer warmly
  2. Inform about agent availability or expected wait times
  3. Share important links or instructions to help customers self-serve
  4. Set the tone for the conversation consistent with your brand personality 
Welcome messages are configured per department and trigger automatically at the start of new conversations.
 

 Why you should use Welcome Messages   

Business Benefits
Customer Benefits
Business Benefits
  1. Enhances customer experience with a friendly, professional greeting
  2. Reduces confusion by setting expectations upfront
  3. Streamlines support by directing customers to self-help option
Customer Benefits
  1. Immediate acknowledgement of their message
  2. Clear communication about what to expect next
  3. Faster access to help through shared resources
 

How to enable and configure the Welcome Message   

  1. Click the Setup icon (⚙) in the top bar of Zoho Desk.
  2. Navigate to Channels > Instant Messaging.
  3. From the left panel, select Preferences.
  4. Under the Automation sub-tab, toggle Enable Welcome Message.
  5. Compose your welcome message.
  6. Insert placeholders by pressing the $ key to personalize message.
  7. Preview your message, then click Save.

Notes
Note: Ticket placeholders are supported in welcome messages when the IM session is associated with a ticket.




Tip: Add emojis or light-hearted language if it fits your brand voice.
 


How Welcome Messages work: Trigger conditions   

  1. Triggered when a customer sends the first message in a new conversation via an IM channel.
  2. The conversation must be assigned to a department where Welcome Messages are enabled.
 

Additional logic   

Scenario: Customer initiates chat, agents online
Welecom message triggered? Yes, shown when the agent picks up the chat
Scenario: Customer initiates chat, agents offline
Welcome message triggered? No, since no agent is available
Scenario: Bot initiates chat without transfer
Welcome Message Triggered? No, welcome message not shown unless handed off
Scenario: Bot transfers chat, agents online
Welcome message triggered? Yes, shown at handoff when the agent picks chat
Scenario: Bot transfers chat, agents offline
Welcome message triggered? No, fallback or offline logic applies
Scenario: Customer reopens the ended chat
Yes, when the agent picks up
Scenario: Agent proactively starts chat
Welcome message triggered? No, only inbound customer-initiated chats trigger it

 

What happens after the Welcome Message?   

  1. The conversation continues normally.
  2. The chat is assigned to the agent who picked it up.
  3. The conversation status becomes Yet to Respond until the agent replies.
  4. Auto-close timers do not apply immediately after the welcome message.

Sample Welcome Message templates

General Friendly
“Hi ${Contacts.First Name}, welcome! 👋 We're here to help. Just type your question below and we'll get right on it!”
Sales Department
“Hello ${Contacts.First Name}, thanks for reaching out to our sales team! Let us know what you're looking for—we're excited to assist.”
Technical Support
“Hey ${Contacts.First Name}, welcome to Tech Support! Please share your issue, and we’ll guide you through the solution.”
Regional Greeting (EMEA)
“Hello ${Contacts.First Name}, you’ve reached our EMEA support team. We’re available 8 AM to 6 PM CET. How can we help today?”
Minimal and Direct
“Hi there! Thanks for messaging us. How can we help you today?”
Out-of-Hours Hybrid
“Hello ${Contacts.First Name}, thanks for your message! If it’s outside our hours (Mon–Fri, 9 AM–6 PM), we’ll reply soon. Otherwise, we’re right here to help.”
Pre-Chat Info + Links
“Welcome ${Contacts.First Name}! Before we begin, you can check out our FAQs here: https://example.com/help or start typing your question below.”
 

Tips for effective Welcome Messages   

  1. Personalize with ${Contacts.First Name} for a friendly touch.
  2. Keep messages clear, conversational, and under 1600 characters.
  3. Include helpful links like “Check out our Help Center” or instructions like “Type ‘menu’ to get started.”
  4. Test messages across devices to ensure formatting and emojis display correctly.
  5. Avoid repeating information already provided by bots.
  6. Match the tone to your brand: professional, friendly, or casual.

Frequently asked questions   

Can I create different welcome messages for different departments or channels?
Yes, welcome messages are configured per department, and each IM channel is mapped to a department.
Is there a character limit for welcome messages?
Yes, messages must be under 1600 characters.
Can I use personalization in welcome messages?
Yes, you can use placeholders like ${Contacts.First Name}.

Will the welcome message trigger on returning chats?
Yes, but only on new sessions or when a customer reopens a previously ended chat.
Can I have welcome messages in multiple languages?
Currently, only one welcome message per department is supported.