Smartsupp offers several ways to greet your website visitors automatically and connect them with a live agent when needed. Whether you use Mira AI or a classic chatbot, you can set up welcome messages and seamless handover to your support team.

We've broken the article into a few sections:

💡 This article covers both Mira AI and classic chatbot setups. Use the Quick overview below to find your option.

Quick overview

Side-by-side comparison of Mira AI and the classic chatbot for welcome messages and handover:

Feature	Mira AI	Classic chatbot
Welcome message	AI-generated or custom	Automatic messages (rule-based)
Handover to agent	Automatic (AI detects need)	Manual (chatbot action step)
Conversation history	Preserved for agent	Preserved for agent
Offline handling	Message + inbox follow-up	Message + inbox follow-up

Mira AI welcome message

If you use Mira AI, you can set up an AI-powered welcome message that automatically greets visitors. You have two options:

AI-generated message — Mira creates a greeting based on your Knowledge Base and tone settings. Each message may vary slightly.
Custom message — you write your own greeting that will be displayed every time.

You can also configure the language, set a delay before the message appears, and choose whether it should be translated automatically based on the visitor's location.

💡 For a detailed step-by-step guide, see Discover Mira AI Welcome Message.

Mira AI handover

Mira AI can automatically detect when it cannot help the visitor and offer to connect them with a live agent. The handover happens seamlessly — the visitor stays in the same chat window and the conversation history is preserved for the agent.

You can also configure Mira's behavior to always offer a handover option after a certain number of messages, or when the visitor explicitly asks to speak with a human.

💡 Learn how to train Mira to handle more questions before handover in How to start training Mira AI.

Automatic messages (classic welcome)

If you are not using Mira AI, you can still set up automatic messages that are triggered based on specific conditions — for example, when a visitor has been on your website for a certain amount of time or visits a specific page.

Automatic messages are useful for proactively engaging visitors, offering help, or guiding them to the right section of your website.

💡 Learn how to set them up in Automatic messages.

Classic chatbot handover

Available in: PLUS and EXPERT packages (Legacy: STANDARD, PRO).

The classic chatbot includes a dedicated handover action that you can add to any chatbot flow. When the visitor reaches this step, the conversation is transferred to a live agent in your inbox.

This is especially useful when your chatbot handles initial questions (such as order status, FAQs, or product recommendations) and you want to escalate more complex cases to your team.

💡 For more details on chatbot handover setup, see Chatbot – handover features.

What happens when agents are offline?

If no agents are online when a handover is triggered, the visitor sees a message informing them that no one is currently available. You can customize this message in your Smartsupp settings.

The conversation appears in your inbox so your team can follow up as soon as they are back online — no message is lost.

What's next?

Discover Mira AI Welcome Message — full setup of the AI welcome message.
Automatic messages — classic rule-based welcome & offline messages.
Chatbot — build your own classic chatbot flow.
Chatbot – handover features — configure how the chatbot transfers conversations to agents.
Introduction to Mira AI Shopping Assistant — set up Mira AI from scratch.