Greeting
Your seller's first message in Flows and Rules: what it carries, how it is sent, when it greets by name and its limits.
On this page
What it is
The Greeting is the first stage in Flows and Rules: the first message your seller sends when a customer writes. There is one greeting per seller. In it you set what is sent, how it is sent and where the conversation goes next; everything else goes in the following stages. In AI Agent → Messages, the initial message says «Edited in Flows and Rules, under Greeting» and Edit greeting takes you to that stage.
The initial message goes out on any first message from the customer, whatever it says, not only when they say hello.
Greeting messages
Greeting messages is the list of what goes out in the greeting, in order: the text, Photo or file (images, video, audio or PDF, up to 3) and Link (the link to your catalog or store). The files you add here belong to the greeting: they can be the same as in your Visual catalog or different, but you upload them in the greeting, not pick them from that list. Photos, files and links go together, before or after the text. The greeting needs text or at least one file.
| Message | What it is |
|---|---|
| Text | Your welcome message. |
| Photo or file | Images, video, audio or PDF. Up to 3. |
| Link | Your catalog or store link. |
Maximum size per file
How it is sent
In the Greeting, How it is sent decides how your greeting goes out:
| Option | What goes out |
|---|---|
| Exact, no answer | Your greeting as written. If the customer asked something, it answers when they write again. |
| Exact and answers the question | Your greeting as written and, right away, the answer to what they asked. |
| Adapted by your seller | Your greeting in its own words, based on what the customer wrote. |
Reply without greeting only appears if it was already set.
Send exact message decides how the welcome message goes out: on, the seller sends the text exactly as you wrote it; off, it adapts the greeting to what the customer wrote. If you see How it is sent in the Greeting step, you choose it there.
If you write a link in a Flows and Rules stage or in an adapted greeting (for example, your WhatsApp group, your catalog or a pickup-point finder), your seller sends it to the customer complete and exactly as you wrote it. Your seller chooses when in the conversation to send it.
Greeting by name
Your seller greets the customer by first name once, at the start of its first reply in a new WhatsApp conversation, when three things hold: the greeting is adapted (Send exact message off or, in the Greeting step, Adapted by your seller under How it is sent), your welcome message has text or files, and the customer's profile name reads as a person's name.
Why it didn't greet by name
If your seller did not greet a WhatsApp customer by name, check: if the greeting is exact or your welcome message has no text or files, it never uses the name. It also skips the name when the profile name does not look like a name (their number, emojis, an initial), in the web test chat, and in a conversation that is no longer new: for example, once your seller has replied or the chat began with one of your campaigns.
The name your seller greets with does not replace the customer details asked for the order.
Message if something fails
Message if something fails is the text sent if your seller can't reply. It is in the Greeting stage and in AI Agent → Messages: it is the same message in both places, up to 2000 characters.
Publishing and testing
Your seller's changes apply with Publish. Until you publish, your customers keep getting the previous version.
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