Welcome Messages

Welcome Message Best Practices

Sending customers engaging welcome messages including gifs and/or videos can reinforce positive feelings about your brand, increase loyalty, and encourage return visits. Also, it’s an opportunity to steer the conversation to your preferred topics. Here you will find the best ways to get the most from the Welcome Messages.

Branding

Logos

Logo: To brand the chat, your logo or sponsor logo should be included within the header.

See the zoo's logo in the example below:

Personality

Personality: Brand your chat a step further by giving the chat a personality. See the "Ask Miles" Denver Bronco's example in the next section.

Image

Image: Add an image to the welcome message to engage users and give a preview of the experience that they are about to have. Images allow the chat to feel rich and engaging.

Description

Description: Provide a brief description with guidance to the user regarding what the chat can help them with, and what the chat can do.

Examples of brand identity:

Add personality by adding a theme or mascot to the chat. Within sports, popular examples include team mascots, legendary figures, or owners. In other industries, we see animals, legendary figures, and influences.

LA Zoo

Miracle Mile Shops

Navigation

Quick Replies

Quick Replies: Offer 3-4 Quick replies on topics of the highest importance (Use Top 25 Responses). Examples would include top-requested topics or revenue-generating topics.

URLs

URLs: Create Welcome Messages that are unique per URL, if more than one Welcome Message variation is available to you. Use a custom Welcome Message on a ticket page, season tickets page, or events page.

Best Practice | Dos and Donts

✔️ Do This

Below is an example of a Welcome Message that would be considered a best practice. The header and image explain the general theme that the assistant will be about, followed by a short description of what the assistant can do.

❌ Don't Do This

The content is all correct and does the job but does not provide an engaging experience for the user with the lack of an image or personality.