> For the complete documentation index, see [llms.txt](https://docs.maiagent.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.maiagent.ai/maiagent-user-guide/en/build/conversation-settings/platform-settings/interaction-settings.md).

# Interaction Settings

Interactive behavior of the web chat window: greetings, conversation starter questions, including greeting options in the Agent context, conversation display settings (continue the previous conversati

<mark style="color:blue;">Interaction Settings</mark> control the behavior of the chat window across three stages—start, during, and end: what to say and which prompts to provide at the start; whether to continue the previous conversation and how long the idle timeout should be during a conversation; and whether to ask for satisfaction feedback or how to notify users when the quota is exhausted at the end. These settings are available only for web and internal platforms. Chat interfaces on communication platforms such as LINE are determined by those platforms. For an overview of the settings page, see [Conversation Platform Settings Overview](/maiagent-user-guide/en/build/conversation-settings/platform-settings.md).

{% hint style="info" %}
**Guide navigation**: This page is one step in configuring a chat platform. For the complete go-live process for text customer service, see [Text Customer Service: From Zero to Launch](/maiagent-user-guide/en/serve/text-service.md); for voice customer service, see [Voice Customer Service: From Zero to Launch](/maiagent-user-guide/en/serve/voice.md).
{% endhint %}

## 1. When to Use These Settings <a href="#when-to-use" id="when-to-use"></a>

A customer service manager notices that visitors often do not know what to ask after opening the chat window, and many conversations consist only of “Hello.” The manager opens <mark style="color:blue;">Interaction Settings</mark> for the web platform, enters “Hello! I can help you check orders, returns and exchanges, and business hours” under <mark style="color:blue;">Greeting</mark>, adds three <mark style="color:blue;">Conversation Starter Questions</mark>—“How do I request a return?”, “How long will my order take to arrive?”, and “What are your business hours?”—and enables <mark style="color:blue;">Include Greeting Options in Agent Context</mark>. After saving, visitors see three question buttons as soon as they open the window and can start a conversation with one click. If a visitor replies “2,” the assistant also knows they are asking about delivery time.

## 2. Text Greetings <a href="#greeting" id="greeting"></a>

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-866a3ea4a22680f7080961f4a08e18e7cc3ff589%2Fplatform-interaction-settings.png?alt=media" alt="Interaction settings: text greeting, locale-specific greetings, voice greeting, and conversation starter questions"><figcaption><p>Interaction settings: greetings and conversation starter questions</p></figcaption></figure>

### Greeting <a href="#greeting-text" id="greeting-text"></a>

Click <mark style="color:blue;">＋ Add</mark> to add a greeting that lets the AI assistant introduce itself or welcome users when a conversation starts. You can add multiple greetings, and one is selected at random at the start of each conversation. Click the delete icon to the right of an item to remove it.

Common approaches include:

* **Branded greeting**: “Welcome to our website! I’m your dedicated customer service assistant.”
* **Guided opening**: “I can help you find product information, answer usage questions, and handle orders,” clearly stating the scope of service

### Set Greetings by Locale <a href="#greeting-by-locale" id="greeting-by-locale"></a>

Click <mark style="color:blue;">＋ Add</mark> next to <mark style="color:blue;">Set Greetings by Locale</mark> to write a separate greeting for a specific locale. When the user’s language matches, the version for that locale is displayed first. If no locale matches, the default greeting above is used. If multiple greetings exist for the same locale, one is selected at random.

### Voice Greeting <a href="#voice-greeting" id="voice-greeting"></a>

Expand <mark style="color:blue;">Voice Greeting</mark> to configure separate opening content for voice conversations. This applies to platforms with voice features and does not need to be configured for text-only customer service.

## 3. Conversation Starter Questions <a href="#starter-questions" id="starter-questions"></a>

Click <mark style="color:blue;">＋ Add</mark> next to <mark style="color:blue;">Conversation Starter Questions</mark> to add guided or frequently asked questions, such as “How do I request a return?” and “What are your business hours?” These questions appear as buttons at the beginning of a conversation. Users can click one to send it without typing.

* <mark style="color:blue;">Number to Display Randomly</mark>: When multiple questions are configured, sets how many are randomly displayed at the start of each conversation (default: 2)
* <mark style="color:blue;">Set Conversation Starter Questions by Locale</mark>: As with greetings, questions for the matching locale are displayed first

The conversation starter questions are a fixed list and appear only at the beginning of a conversation. The platform has no setting for dynamically generating suggested questions based on the conversation. To let the AI agent offer clickable options during a conversation based on context, use [Quick Reply](/maiagent-user-guide/en/build/tools/agent-ui/quick-reply.md) in [Agent UI](/maiagent-user-guide/en/build/tools/agent-ui.md) (a row of buttons attached after the AI agent's reply) or the [Question Tool](/maiagent-user-guide/en/build/tools/agent-ui.md#ask-user-question) (the AI agent poses a question for the user to choose from).

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-1c98a9ba5c4df6df3a0ae90d48b9e639793d26a7%2F%E4%BA%92%E5%8B%95%E8%A8%AD%E5%AE%9Adisplay.png?alt=media" alt="Chat window showing the greeting and conversation starter question buttons"><figcaption><p>Greeting and conversation starter questions at the beginning of the chat window</p></figcaption></figure>

## 4. Include Greeting Options in Agent Context <a href="#include-greeting-in-context" id="include-greeting-in-context"></a>

<mark style="color:blue;">Include Greeting Options in Agent Context</mark> is disabled by default. When enabled, the system provides the greeting text and a **numbered list of options** to the AI, allowing it to recognize when users respond to an option with a number or a short phrase.

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-a752fbae4a5de93e8c75ae503fb7eb0d927e12d0%2Finteraction-greeting-context-toggle.png?alt=media" alt="The “Include Greeting Options in Agent Context” toggle in Interaction Settings"><figcaption><p>The “Include Greeting Options in Agent Context” toggle</p></figcaption></figure>

### Before and After Enabling <a href="#greeting-context-comparison" id="greeting-context-comparison"></a>

Consider an airline customer service example. The greeting is set to “How can we help you?”, and the conversation starter questions are “Flight Search,” “Baggage Rules,” and “Membership Miles,” in that order. After the feature is enabled, the system automatically numbers them in order. If a visitor enters only “2”:

| Item                                | Disabled (default)                                                                           | Enabled                                                                                                                          |
| ----------------------------------- | -------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------- |
| What visitors see                   | The greeting plus some randomly selected starter questions                                   | The greeting plus **all starter questions displayed in their configured order**                                                  |
| Information available to the AI     | Only the greeting text, without the list of options                                          | The greeting text plus the numbered list of options                                                                              |
| When a visitor replies “2”          | The AI does not know which option “2” refers to and may ask, “What would you like to know?”  | The AI understands that “2” means baggage rules and responds with the relevant information directly                              |
| How starter questions are displayed | Randomly shuffled and limited by <mark style="color:blue;">Number to Display Randomly</mark> | All questions are displayed in order, and the <mark style="color:blue;">Number to Display Randomly</mark> setting does not apply |

### Use Cases <a href="#greeting-context-use-cases" id="greeting-context-use-cases"></a>

Enable this feature whenever you use a greeting with multiple conversation starter questions as menu-style guidance so visitors can choose from a fixed set of services:

* **Finance/banking**: Greeting: “Welcome to online customer service. Please select a service.” Options: “Check Account Balance,” “Credit Card Application Status,” “Insurance Policy Search,” and “Transfer to an Agent.” When a customer replies “3,” the AI proceeds directly to the insurance policy search process
* **Healthcare/clinic**: Greeting: “Hello, which service do you need?” Options: “Outpatient Hours,” “Book an Appointment,” “Appointment Status,” and “Health Education Information.” If a patient replies “appointment,” the AI can also match it to option 2
* **Government/public sector**: Greeting: “Please select the item you want to apply for.” Options: “Subsidy Application,” “Event Registration,” and “Service Location Search.” When a citizen replies “1,” the AI continues by asking which type of subsidy they want to apply for

| Your guidance method                                                                                                                                                    | Recommendation                                  |
| ----------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------- |
| **Menu-style guidance**: You have configured multiple conversation starter questions and want visitors to follow a fixed flow by replying with a number or short phrase | ✅ Recommended                                   |
| **Open-ended conversation**: You only have a general greeting and have not configured conversation starter questions                                                    | ❌ Not necessary; disabling it saves Token costs |

### Notes After Enabling <a href="#greeting-context-side-effects" id="greeting-context-side-effects"></a>

1. **“Number to Display Randomly” no longer applies**: To ensure that the numbers visitors see match the numbers understood by the AI, conversation starter questions are no longer shuffled or limited after this feature is enabled. All questions are displayed in their configured order. Before enabling it, make sure the number of questions is appropriate
2. **Higher Token costs**: After enabling this feature, a yellow warning appears to remind you that it increases the context length of each request. The more options you add, the greater the additional cost

{% hint style="info" %}
When this feature is disabled, behavior remains unchanged: the AI can still see the greeting text, but it does not receive the numbered list of options. If a user replies only “1,” the AI may be unable to match it to an option.
{% endhint %}

## 5. Conversation Display Settings <a href="#conversation-display" id="conversation-display"></a>

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-bb5c38f8032cab02cabec4ff96163f003d71a8b7%2Fplatform-interaction-display.png?alt=media" alt="Conversation display settings, satisfaction survey settings, and quota-exhausted message"><figcaption><p>Conversation display settings, satisfaction survey settings, and quota-exhausted message</p></figcaption></figure>

| Toggle                             | Description                                                                                                     | Example                                                                                                                          |
| ---------------------------------- | --------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------- |
| **Continue Previous Conversation** | Retains the previous conversation so users can continue it when they reopen the window                          | A customer asked, “When will my item arrive?” yesterday and can still see yesterday’s conversation when opening the window today |
| **Show Conversation History List** | Allows users to view and switch between previous conversation records or start a new conversation               | A customer can view previous conversations such as “Today’s Order Question” and “Last Week’s Usage Inquiry”                      |
| **Idle Timer**                     | Automatically ends the current conversation when the user has been inactive for longer than the configured time | A customer leaves for 10 minutes after asking a question, and the conversation is marked as ended                                |

Enabling <mark style="color:blue;">Idle Timer</mark> displays two additional settings:

* <mark style="color:blue;">Idle Time (minutes)</mark>: From 3 to 60 minutes
* <mark style="color:blue;">Show Reminder Window</mark>: When disabled, the conversation resets immediately after timing out. When enabled, the system first displays the reminder “The conversation has timed out. Please reopen the conversation,” and the user must click <mark style="color:blue;">Start New Conversation</mark> to begin a new one. The settings page provides a <mark style="color:blue;">Reminder Window Preview</mark>; the actual colors follow the theme color

{% hint style="info" %}
The idle timer counts only substantive conversation. A greeting such as “Hello” sent by the user does not start the timer; timing begins only after the user asks a substantive question. If the user leaves and returns, they can continue the same conversation as long as the idle time has not been exceeded.
{% endhint %}

## 6. Satisfaction Survey Settings <a href="#satisfaction-survey" id="satisfaction-survey"></a>

After <mark style="color:blue;">Enable Satisfaction Survey</mark> is enabled, a satisfaction survey automatically appears when a conversation has been idle for a set time. Users can provide a rating from 1 to 5 (Very Dissatisfied, Dissatisfied, Neutral, Satisfied, or Very Satisfied), leave feedback, or skip the survey. You can configure:

* <mark style="color:blue;">Delay (minutes)</mark>: How long a conversation must remain idle before the survey appears
* <mark style="color:blue;">Survey Title</mark>: Leave blank to use the default, “How satisfied are you with this conversation overall?”, displayed according to the user’s locale
* <mark style="color:blue;">Survey Preview</mark>: Preview the survey’s appearance in real time

## 7. Quota-Exhausted Message <a href="#quota-exhausted-message" id="quota-exhausted-message"></a>

When the platform’s Credits quota is exhausted or no valid quota is available, users who send a message receive the notification configured here instead of receiving no response. Enter text under <mark style="color:blue;">Default Message</mark>, such as “This service has currently exhausted its quota. Please try again later or contact customer service.” Click <mark style="color:blue;">＋ Add</mark> next to <mark style="color:blue;">Set Messages by Locale</mark> to override the message based on the visitor’s locale. Locales without a configured message use the default text. You can save a message for future use even if no quota has been configured yet. The quota itself is configured on the <mark style="color:blue;">Quota</mark> main tab at the top of the settings page. See [Conversation Platform Credits Quota Management](/maiagent-user-guide/en/others/credits/inbox-credit-quota.md).

## 8. Frequently Asked Questions <a href="#faq" id="faq"></a>

### Q: Is the greeting sent to the AI? <a href="#faq-greeting-to-ai" id="faq-greeting-to-ai"></a>

The AI can see the greeting text. The list of options is provided only when <mark style="color:blue;">Include Greeting Options in Agent Context</mark> is enabled. See [Section 4](#include-greeting-in-context).

### Q: Are old conversations retained after “Continue Previous Conversation” is disabled? <a href="#faq-history-kept" id="faq-history-kept"></a>

Yes. Disabling this setting only determines whether the previous conversation continues when users open the window. Complete records remain available under <mark style="color:blue;">All Conversations</mark> in the admin console.

### Q: Can I configure a greeting for the LINE platform? <a href="#faq-line" id="faq-line"></a>

Interaction Settings are available only for web and internal platforms. Configure LINE welcome messages in the LINE Official Account Manager.


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