Assistant
Set the welcome and fallback messages
Two messages bookend every conversation: the welcome before it starts, and the fallback when your docs run out.
Four steps
Open Messages
Choose Assistant in the sidebar and scroll to Messages.
Write the welcome message
The Welcome message is shown before the first question. Keep it to a sentence that says what customers can ask about.
Write the fallback
When the docs don't cover it is said instead of guessing, for example "I couldn't find that in our docs. Our support team can help."
The question is saved in Insights as a content gap, so you can write the missing answer.
Save
Choose Save changes.
You're done when
Asking the playground something your docs don't cover returns your fallback, and the question appears under Content gaps on Insights.
If something's not right
The fallback doesn't offer a way to reach us
Add a hand-off button: see Hand off to your support team.
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