Introduction
The Greeting Message on External Channels feature allows your AI’s welcome message to be sent on channels beyond Web Chat, such as WhatsApp and other integrated platforms.
This ensures a more consistent communication from the very first interaction, regardless of the channel used by the traveler.
Where to find this setting
This setting is available within AI Studio, in the AI customization section.
How to configure the greeting message on external channels
Follow the steps below:
1. Access AI Studio
Log into the platform and navigate to your Sophia’s AI Studio.
2. Locate the external greeting option
Within the settings, find the section:
“Use a greeting message in new customer interactions”
3. Enable the feature
Activate the option:
“Enable greeting on external channels”
Once enabled, the status will appear as ACTIVATED.
4. Configure your greeting message in the Data Hub
The greeting message used in this feature is the same one configured in the Data Hub.
To edit the content:
- Go to the Data Hub
- Locate the greeting message setting
- Update the text as desired
5. Save the configuration
After enabling the feature (and adjusting the message if needed), save the changes.
How this setting works in practice
- When enabled:
- Sophia will automatically send the configured greeting message after the traveler’s first message on external channels
- This includes channels such as WhatsApp and other integrations
- When disabled:
- Sophia will respond with an AI-generated message, without using the custom greeting
Best practices
For better results, we recommend:
- Creating a welcoming and objective greeting
- Including your hotel or brand name
- Clearly stating how the AI can help
- Keeping the tone aligned with your brand communication
Strategic use example
You can use the greeting message to:
- Welcome the traveler in a personalized way
- Briefly introduce the hotel or service
- Guide the user toward the next steps in the conversation
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