When a User or a Lead starts a new conversation, your Agent will automatically send the first message. Then, message suggestions will be displayed to encourage the user to engage and help them resolve their issue.
To do this, click the “Open” button to the right of “Start of conversation” in the “Agent” section.
Then simply follow the on-screen instructions.
The interface is very intuitive — just make sure to distinguish between Users (authenticated users on your SaaS) and Leads (unauthenticated visitors on your website).
You can define a different first message and different suggestions for Users and Leads, since their needs differ.