Configure suggested questions
Add, target, order, preview, and save visitor questions that appear before or during chat.
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A blank message box can make a visitor wonder what the assistant is able to help with. Suggested Questions solve that problem by offering a few clear, clickable starting points in language the visitor already understands.
You can show a question only before the conversation begins or keep it available throughout chat. You can also target a specific page so the prompt reflects what the visitor is looking at.
In this article, you'll learn:
- How to add and target a Suggested Question
- How to write prompts visitors understand
- How to order questions and Contact Options
- How to use a question as a chat-flow trigger
Add a question#
Begin with one common question that your current knowledge can answer. This makes the first visitor test easy to evaluate.
- Open Automations > Suggested Questions.
- Select Add question.
- Enter a short question in visitor language.
- Optionally add an emoji that supports the meaning.
- Under When to show, choose Before first message or Always.
- Under page targeting, choose All pages or Specific page.
- For a specific page, enter a path such as
/pricing. - Review the preview and select Save changes.
The page shows Saved when the question, targeting, and order are stored. Check the preview before leaving so you can see the prompt in context with the other available choices.
Write useful prompts#
A good Suggested Question is specific, answerable, and relevant to the page. Write it as the visitor would ask it, not as an internal campaign or reporting label.
Examples include Which plan fits a small team? or What is your return window? Avoid vague prompts such as Learn more and questions whose answer is missing from current knowledge.
Use Before first message for prompts intended to help the visitor begin. Use Always when the question remains useful after the conversation has already started.
Order questions and contact paths#
The order determines what visitors see first, so place the most useful or page-relevant choice near the top. Use the move controls to arrange the list.
Enabled Contact Options also appear here as fixed callback, schedule, or inquiry items. You can move them, but edit their labels, assets, and offer behaviour under Contact Options.
Contact Option items cannot be deleted from Suggested Questions. Disable the corresponding option in Contact Options when it should not be available.
Use a question as a flow trigger#
A Chat Flow can start when a visitor selects a saved Suggested Question. This creates a predictable transition from a visible prompt into a guided journey.
If you change or delete the question later, review flows that may depend on it and repeat the visitor test. The prompt and the first flow action should still feel like one continuous conversation.
See Choose a chat flow trigger and Configure Contact Options.