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.

A welcome message is the first thing your visitors see in the chat widget. It helps you start a conversation proactively, even before the visitor types anything. Smartsupp supports several types of welcome messages depending on your setup.

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

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.

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.

Sometimes a chatbot or AI assistant cannot fully resolve a visitor's question. In these cases, the conversation needs to be handed over to a live agent. Smartsupp supports handover from both Mira AI and the classic chatbot.

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.

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.

If no agents are online when a handover is triggered, the visitor will see a message informing them that no one is currently available. You can customize this message in your Smartsupp settings. The conversation will appear in your inbox so your team can follow up as soon as they are back online.