Write a website chat greeting that says what you can help with, when a person replies, and what the visitor should include.
The greeting is the sentence above the empty composer. It is doing more work than a hello. A visitor decides from it whether to type a billing question, a bug, or nothing. On tkit.ai the greeting is part of the widget's copy, next to the FAQs you attach to that same widget. Each widget has its own, so a marketing site and a logged-in app should not share one by accident.
Say the job, the hours, and the ask
Three lines are enough.
The job is the kind of help this widget is for. “Questions about your account and the product” is usable. “We're here for you” is not, because it does not tell a sales inquiry and an outage apart. If this widget is only for customers who already pay, say that. If it is only for the marketing site, say that too.
The hours are when a person reads the inbox. If you reply on weekdays and Tee is off at night, the greeting should not promise “we typically reply in minutes.” If you have not measured a reply time, do not invent one. You can compute an average and a median from timestamps you type in the first reply time calculator. Until you have those times, write the schedule you actually keep: “A person reads this on weekdays. If you write after hours, we see it the next weekday.”
The ask is what to include so the first reply is useful. For a SaaS product that is often the account email, the page they were on, and what they expected to happen. You do not need a form. One sentence in the greeting is enough: “Tell us the account email and what you expected to happen.”
A greeting you can paste and edit
This is a starting point, not a brand line we claim performs:
Questions about the product or your account. A person replies on weekdays from 9:00 to 18:00 UTC. Include the account email and what you expected to see.
Change the hours. Delete the account email if strangers on the marketing site should not be asked for one. The support templates are the same kind of draft for the reply that comes after.
FAQs next to the greeting
The widget can show the FAQs you wrote before the visitor types. Put the repeat questions there: where to sign in, how to reset a password, what a plan includes, what the product does not do. The greeting can point at them: “Billing steps are in the FAQs. Write to us if your case is different.”
Keep a FAQ only if you would still say it. An old screenshot path will be repeated by Tee if Tee is on, because Tee answers from those notes. Updating the greeting and forgetting the FAQ is how the widget contradicts itself. AI website chat describes that dependency.
What to leave out
Do not promise a resolution, a refund policy, or a response in a number of minutes you have not kept. Do not joke in a way that hides the hours. Do not use the greeting to collect a phone number you will not call.
Do not mention a teammate's personal contact. The point of the shared inbox is that the thread survives that person being out. The greeting should name the team, or no one.
One widget, one greeting
A workspace can run several widgets. Give the docs widget a greeting about implementation questions and the marketing widget a greeting about whether the product fits. Allowed domains decide which site loads which snippet. Mixing those greetings is a copy problem, not a theme problem.
Read the greeting out loud on the page where it will sit, once as a new visitor and once as a customer who is already angry. If the hours are missing, add them. If the sentence could apply to any company, name the product. Then send a test message and confirm the reply you get still matches what the greeting promised.
If you are still deciding whether chat should exist, read live chat versus contact forms. A greeting cannot rescue a channel nobody covers. The install guide is how the widget reaches the page. Pricing stays indicative. None of this copy requires a checkout.