Available in: Lightning Experience

Available in: Enterprise, Performance, Unlimited, and Developer Editions. Required add-on licenses vary by agent type.

When an ongoing conversation is routed to an Agentforce Service agent, the agent sends the system welcome message and then responds to the customer’s previous message. When a conversation is initiated on a Messaging channel, including Enhanced Chat, the agent sends the system welcome message, waits for the customer to send a message, and then generates a response based on the latest message and the context of the prior conversation.

You can configure the agent to bypass the system welcome message and respond directly to the customer’s previous message instead. Simply leave the Welcome Message field blank.

• When no welcome message is specified and a messaging session with previous conversation history is routed to the agent, the agent processes and responds to the customer’s most recent message.

  If the conversation is transferred to the agent from a service rep or bot, the agent waits for the customer to send a new message before responding. The agent then generates a response based on the latest message and the context of the prior conversation.

• When no welcome message is specified and a messaging session with no conversation history is started, the agent waits for the customer to send an initial message and then generates a response based on the intent of the customer’s initial message. Use subagent instructions to refine how the agent responds, based on the use cases your agent is designed to handle.

If you don’t specify a system welcome message, it’s still important to disclose that an AI agent has joined the conversation so your customer knows that they’re not chatting with a human. We recommend configuring an auto-response at the start of the agent conversation, such as a Conversation Acknowledgment. See Customize Auto-Responses in Service Cloud Messaging Channels.