Conversation Starter
Definition
Conversation starters are pre-written example questions or topic buttons presented in the chat widget before or just after the opening greeting. They serve as an invitation to engage — showing users what they can ask and how to phrase it. Examples might include: 'How do I reset my password?', 'What plans do you offer?', or 'I need to return an item'. Conversation starters are especially important for first-time users who don't know the bot's capabilities. They can be static (always the same) or dynamic (varying based on the current page, user segment, or recent activity).
Why It Matters
Many users who open a chat widget don't know what to type first — the blank input field creates hesitation. Conversation starters resolve this by providing clear starting points that require just a click. They also silently communicate the bot's scope, setting expectations for what kinds of questions it handles well. Contextual conversation starters tailored to the current page can dramatically increase engagement and resolution rates.
How It Works
Conversation starters are configured in the chatbot platform as an array of suggestion objects, each with display text and a corresponding user message payload. When the chat widget opens, these suggestions are rendered as clickable chips or buttons above the input field. Clicking one sends the associated message, triggering the dialogue flow. Platforms may support dynamic conversation starters configured via API or set per-page through the embed code.
Real-World Example
A user opens the chat widget on a pricing page. Context-aware conversation starters appear: 'Compare all plans', 'Do you offer a free trial?', and 'I need help choosing a plan'. The user clicks 'Compare all plans' — a decision that takes one click instead of requiring them to think of the right question to type. Engagement rate increases significantly compared to a blank input field.
Common Mistakes
- ✕Using the same conversation starters everywhere — starters should be contextual, reflecting the content of the page the user is on.
- ✕Providing too many starters — more than 3-4 creates overwhelm. Prioritize the most common and valuable queries.
- ✕Setting conversation starters that lead to flows the bot cannot actually handle well — over-promising leads to higher disappointment.
Related Terms
Chatbot Onboarding
Chatbot onboarding is the first-time user experience of a chatbot — the initial messages and prompts that introduce the bot, set expectations, and guide new users toward their first successful interaction. Effective onboarding increases engagement, builds user confidence, and establishes the bot's scope and personality from the start.
Greeting Message
A greeting message is the first message a chatbot sends when a conversation starts — welcoming the user, introducing the bot, and often providing quick-start options. It sets the tone for the interaction and is one of the most important messages in the entire conversation flow.
Quick Replies
Quick replies are pre-defined response options presented as tappable buttons below a chatbot message, allowing users to respond with a single tap rather than typing. They guide conversations, reduce user effort, and increase response rates by presenting the most likely next steps as interactive choices.
Chatbot Feedback
Chatbot feedback is the collection and analysis of user opinions about their chatbot experience — typically through thumbs up/down ratings, star ratings, or short surveys. It provides direct user signal on response quality, helping teams identify failures and prioritize improvements.
Proactive Chat Trigger
A proactive chat trigger is a rule or event that automatically opens the chat widget and initiates a conversation — without the user clicking the chat icon. Triggered by page behavior, time on site, exit intent, or user attributes, proactive triggers increase engagement by reaching users at the right moment.
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