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Overview

The Custom Welcome Message is the first message the AI Orchestrator sends when a new session begins. It is configured by admins and delivered automatically before any AI intent handling starts.

This feature is available across all AI Agent-supported channels: Voice, Chat, Copilot, SMS, Email, Facebook Messenger, WhatsApp, Digital Connect, Fax, and Other.

Why use this instead of a prompt-based greeting? 

Although you can instruct the AI Agent to greet users through its instructions, that method relies on the LLM and may produce inconsistent results between sessions. The Custom Welcome Message does not use the LLM inside the agent, making the output deterministic and typically faster to deliver.

Notes: 

• The Custom Welcome Message is disabled by default. When disabled, the Orchestrator generates a greeting based on the Agent instructions defined in the AI Agent Platform.
• The welcome message configuration previously found in AI Agent Platform → Edit Orchestrator → Advanced Settings has been removed. All welcome message configuration is now managed from the dedicated page described below.

Configure the Custom Welcome Message

1. Open the configuration page

1. In the AI Agent Platform, navigate to the Orchestrator Configuration page using the Settings button.
2. Under Message Configuration, click Custom Welcome Message.

You are redirected to the Custom Welcome Message configuration page.

2. Enable the welcome message

1. Turn on the Use welcome message toggle.

Note: When the toggle is disabled, all input fields are inactive and no welcome message is sent. The Orchestrator generates a greeting based on the Agent instructions instead.

3. Select a channel

1. In the Active Channels selector, choose one of the following options:
   • Default — applies the same message across all Active Channels, including Voice and all supported digital channels.
   • Or click "Add Channel" to select the specific channels available:

• Voice 
• Chat 
• Copilot
• SMS
• Email
• Facebook Messenger
• WhatsApp
• Digital Connect
• Fax
• Other

The configuration area updates dynamically to reflect the selected channel scope.

4. Configure languages

The Default language tab acts as a fallback for any language that has not been explicitly configured.

To add a language:

1. Click Add language.
2. In the dropdown, select the language you want to configure.
3. A new language tab appears to the right of the Default tab.

Note: Each language you add overrides the Default configuration for that language only. If a language is not configured, the Default message applies.

To remove a language:

• Click the X icon on the language tab you want to remove.

The tab is removed, and that language reverts to using the Default message.

5. Enter the welcome message

1. Select the channel tab and language tab for the combination you want to configure.
2. In the Welcome Message field, type the greeting text.
   • Plain text only. Variables and markdown are not supported.
   • Maximum length: 300 characters.
   • A character counter (e.g., 120/300) updates in real time.

Note: Repeat this step for each channel and language combination you want to configure.

6. Save the configuration

1. Click Save to apply all channel and language configurations.
2. To discard your changes, click Cancel to return to the Orchestrator Configuration page.

Note: The Save button is disabled until all validation errors are resolved.

Validation

The following rules apply when the Use welcome message toggle is enabled:

• Channel selection is required.
• The message field is required for each active channel and language combination.
• Messages cannot exceed 300 characters.

If a validation rule is not met, an inline error appears below the affected field:

• "Message is required."
• "Message cannot exceed 300 characters."

Validation is applied independently to each active channel and language combination.

Frequently Asked Questions

What happens if I don't configure the Custom Welcome Message? 

If the toggle is disabled, the Orchestrator generates a greeting based on the Agent instructions defined in the AI Agent Platform. No fixed message is sent.

What is the difference between configuring the welcome message through this page versus through the Agent instructions? 

The Custom Welcome Message is delivered without involving the LLM, making it consistent and faster to send. A greeting defined through Agent instructions depends on the LLM to generate it, which means the output may vary between sessions.

Can I set a different message for Voice and Chat? 

Yes. Select Voice or Chat in the channel selector to configure separate messages per channel. Selecting All Channels applies a single message across all supported channels.

Can I configure the message in multiple languages? 

Yes. Use the Add language option to add one or more languages. Each added language has its own message field and overrides the Default for that language only. If a language is not explicitly configured, the Default message is used as a fallback.

What happens if a contact's language is not configured? 

The Orchestrator falls back to the Default language message.

Is there a character limit for the welcome message? 

Yes. Each message field has a maximum of 300 characters. A real-time counter displays your current character count as you type.

Can I use variables or formatting in the welcome message? 

No. The message field accepts plain text only. Variables and markdown are not supported.

Where is the welcome message configuration that used to be in Advanced Settings? 

The legacy welcome message toggle and text field previously available in AI Agent Platform → Edit Orchestrator → Advanced Settings have been removed. All configuration is now managed from the dedicated Custom Welcome Message page under Orchestrator Configuration → Message Configuration.