How do I customise my chatbot greeting and closing?

You set both at Settings → Inquiries → Greetings & closings, on the Chatbot tab — the tab only appears once the Chatbot channel is switched on for your account. Changes save themselves as you type.

Steps

1. Go to Settings → Inquiries → Greetings & closings and select the Chatbot tab. If you can't see any tabs, the Chatbot channel isn't switched on for your account yet — the page shows only the phone messages until it is.
2. Type your chatbot greeting into the message box. A microphone button inside the box lets you dictate instead (it appears when your browser has a mic available). Nothing writes the message for you — you word it yourself.
3. Personalise it with the two insert chips: Business Name and Agent Name. A live preview underneath shows the message with your real names filled in. Customer-name chips aren't offered here — a website visitor is anonymous until they identify themselves, so there's no name to insert.
4. Set your after-hours greeting if you want one. The After hours message card has its own switch and is off by default. Once it's on, visitors see it outside your opening hours (Settings → Business → Hours), and also on any day you've marked as a closure there. With no opening hours and no closures set, visitors always see the standard greeting.
5. Set the closing message too — Sophiie sends it at the end of a chat session, so it's worth having.
6. There's no Save button. Edits save themselves shortly after you stop typing — you'll see a "Saving…" then a "Saved" message. If a message introduces your agent by a name that isn't your agent's name, Sophiie refuses the save and shows a warning above the messages; use the Agent Name chip instead of typing the name.
7. To see it as a visitor would: go to Settings → Inquiries → Web → Chatbot and click Preview chatbot. It opens a tab running the same chatbot your website embed uses.

When the closing message is sent

Sophiie sends your closing when a chat wraps up — and a chat can also end because the visitor goes quiet. Two timers on the chatbot's Behaviour tab (Settings → Inquiries → Web → Chatbot) control that: Silence before reminder (default 300 seconds, adjustable 30–1800) nudges a quiet visitor, and Silence after reminder before ending (default 120 seconds, adjustable 10–600) ends the chat if they stay silent after the nudge. Worth keeping in mind when you word your closing — it may be read by someone who simply wandered off.

Common Questions

Why can't I see the Chatbot tab?

The Chatbot channel isn't switched on for your account. Ask Sophiie Assistant in your dashboard about getting the chatbot set up.

Why can't I insert the customer's name like I can for phone greetings?

Web visitors are anonymous when the chat starts, so there's nothing to insert — that's why chatbot messages only offer the Business Name and Agent Name chips.

Why isn't my after-hours greeting showing?

Three things need to be true: the After hours message switch is on, your business's timezone and opening hours are set, and the visitor is chatting outside those hours. Miss any one and visitors get the standard greeting.

Do I need a recording disclosure like phone calls have?

No. Chatbot conversations are text-based and aren't recorded the way phone calls are, so no disclosure is needed in the chatbot greeting.

Can I remove the "Powered by Sophiie" line from the chat window?

Yes, as a paid add-on — the white-label option hides the attribution and also unlocks your own logo in the widget header. It's switched on by our team, not self-serve (it shows as an Add-on chip on the chatbot's Behaviour tab) — email support@sophiie.ai to arrange it.

Need More Help?

If you're not sure how to word your chatbot messages or can't get the Chatbot tab to appear, ask Sophiie Assistant in your dashboard first — she can guide you or make the change for you. Still stuck? Email support@sophiie.ai or call +61 7 5620 4640.