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Comm100 Support > Live Chat > Settings & Customizations
How to Display Different Greeting Messages for Different Live Chat Campaigns

If your organization uses multiple Live Chat campaigns, you may want to display different greeting messages based on the website, brand, language, or business scenario. For example, you may want visitors on different regional websites or product pages to receive greetings that better match their needs.

By default, greeting messages are configured at the agent level, meaning each agent has their own greeting message. If you want agents to send a unified greeting message for each campaign, you can use Custom JavaScript together with a Custom Variable to dynamically display a campaign-specific greeting message.

This approach helps provide a more personalized visitor experience while allowing different campaigns to display greetings that best match their audience or use case.

Note:  Custom Variables and Custom JavaScript are available on the Live Chat Ultra edition. To learn more about Comm100 product packages, visit here.


Step-by-Step Instructions

Define a Custom Variable for the Greeting Message

  1. Log in to your Comm100 Control Panel.  
  2. From the left navigation menu, go to Apps & Integrations.
  3. Locate the Custom Variables card and click Settings. Custom Variable
  4. Click New Variable and create a custom variable for the greeting message as shown below. 
    Custom Variable for GreetingMessage.png
  5. Click Save.

Configure the Greeting Message for Each Campaign

  1. From the left navigation menu, go to Live Chat > Campaign > Chat Window. If you have multiple campaigns, select the campaign you want to configure from the drop-down list.
    Chat Window.png
  2. Expand the Advanced section.
    Chat Window Adavnced for Custom JS.png
  3. Check the option Add custom JavaScript to my chat window, and add the following JavaScript:
    const GreetingMessage = 'Input your Greeting Message here'
const values = [{
    name: 'GreetingMessage',
    value: GreetingMessage,
}]; 
Comm100API.onReady = function () { 
   Comm100API.set('livechat.customVariables', values); 
}; 
Comm100API.on('livechat.prechat.display', function() { 
Comm100API.set('livechat.customVariables', values);
});
  4. Click Save.
Note: 
  • If your greeting message contains single quotation marks ('), use double quotation marks (") for the GreetingMessage value.
    const GreetingMessage = "Input your 'Greeting Message' here"
  • If your greeting message contains multiple paragraphs, change the first line to:
    const GreetingMessage = `Greeting Message First Line
Second Line
Third Line`;
  • You need to configure the Custom JavaScript separately for each campaign using its corresponding greeting message.


Configure the Greeting Message in Agent Console

  1. Log in to the Agent Console.
  2. Click your profile avatar in the upper-right corner and click Preferences.
    Agent Console Preferences Entrance.png
  3. Go to Live Chat.
  4. Insert the macro {!CustomVariable.GreetingMessage} into your greeting message.
    Greeting Message in Agent Console.png
Note: Each agent who will use campaign-specific greeting messages must configure their greeting message using the above macro. Once configured, the greeting message is automatically populated with the value defined for the corresponding Live Chat campaign.

 

After completing the above configurations, you can simplify greeting message management while allowing different Live Chat campaigns to deliver greetings tailored to their own websites, brands, languages, or business scenarios.