Help
The Agent Messages tab of Service Configuration controls the messages and prompts the AI agent displays to users throughout a conversation. All message fields support HTML formatting.
Welcome Message
The opening message shown to users when they first open the chat widget. Use it to greet visitors, set expectations, or point them toward common topics.
- Supports HTML, so you can include links, bold text, bullet lists, etc.
- Example:
Hi! I'm here to help. Ask me anything about our products and services.
See also: Contextual Welcome Messages below.
Clickable example questions
Wrap any text in double curly braces to turn it into a clickable suggestion. When a visitor clicks it, that question is asked for them.
<ul>
<li>{{Can I create voice agents?}}</li>
<li>{{What are your opening hours?}}</li>
</ul>
Icons on suggestion chips
To show an icon beside a suggestion, put an icon name and a pipe (|) in front of the question:
<p>For example,</p>
<ul>
<li>{{icon:people|Can the agents put leads directly into HubSpot?}}</li>
<li>{{icon:mic|Can I create voice agents?}}</li>
<li>{{icon:sliders|How do I use Airgentic's human override?}}</li>
<li>{{icon:headset|Can the agents do human handoff?}}</li>
</ul>
- Icon names come from Bootstrap Icons — use the kebab-case name shown on that site, such as
mic,people,sliders,headset, orgeo-alt. You do not upload SVG files for these; Airgentic hosts the set globally. - Icons are tinted to match your theme automatically — pick the shape and leave the colour to your UI Design stylesheet. Set
--air-chip-icon-colorinstyle.cssto give icons a distinct accent colour. - If a name is misspelt or does not exist, the suggestion still appears without an icon.
- Only the first
|separates the icon from the question, so the question text itself may contain pipes.
See UI Design → Welcome suggestion chips for styling chips and icons with CSS.
Contextual Welcome Messages
When enabled, the welcome message you have written above is shown only on the website home page. On all other pages, the AI generates a contextual greeting relevant to the content of that page — for example, a product page might get a welcome message specific to that product.
- Use this to make the chat feel more relevant and personalised as users browse different sections of your site.
- When disabled, the same welcome message is shown on every page.
No Answer Message
The message displayed when the AI cannot find a relevant answer to a user's question. Use this to soften the dead-end experience and suggest an alternative (e.g. contacting support).
- Example:
Sorry, I couldn't find an answer to that. Please contact our support team for help.
Follow Up Message
An optional message shown to users after an interaction is complete — for example, to prompt them to take an action or provide feedback.
- Toggle the Enable switch to turn this on or off without losing the message content.
- Supports HTML formatting.
Chat Icon Tooltip
A short message displayed to end users when the chat icon first appears on the page — typically used to draw attention to the widget and encourage engagement.
- Example:
Need help? Ask our AI assistant! - Supports HTML formatting.
- Leave blank to show no tooltip.