# Enable conversational components

It is possible to set up conversational components (**welcome messages**, **ice breakers** and **commands)** on each WhatsApp phone number. This gives customers quick actions to start or resume a conversation with your business.

When a customer opens a new conversation with your business, clicks on an ice breaker or sends a command these can be processed as text messages in Flows for further automation or responded to directly in Inbox

## Welcome messages

You can be notified when a WhatsApp user opens a chat with you for the first time. This can be useful if you want to reply to these users with a special welcome message of your own design.

Welcome Messages are great for service interactions, such as customer support or account servicing. For example, you can embed a WhatsApp button on your website or by using a [chat widget](https://docs.bird.com/applications/content/chat-widgets). When users tap the button, they will be redirected to WhatsApp where they will receive a welcome message that provides context on how they can interact with you.

In addition the welcome message triggers a customer service window which allows you to respond with free-form messages when responding to customers.

<div align="left"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfgh4hyqGC8LPegudXxc8E-xFYWWxYgON_9wW-B0P3O9feuIvXbI-HjnD5OslTda4FjVdmjPu2i2AjO8kYPZtSORvHCH2J61WX053yRgqmq8E5ubejlTLoQPD4lOwwpkFo0BxcI5wm8SF3SA6hvrY1QIBlY?key=zwBEwVEl1KpMO5WnISPQtw" alt="" width="188"><figcaption></figcaption></figure></div>

## Ice breakers

Ice Breakers are customisable, tappable text strings that appear in a message thread the first time you chat with a user. For example, "Plan a trip" or "Create a workout plan".

Ice Breakers are great for service interactions, such as customer support or account servicing. For example, you can embed a WhatsApp button on your website or by using a [chat widget](https://docs.bird.com/applications/content/chat-widgets). When users tap the button, they will be redirected to WhatsApp where they can choose from a set of customizable prompts, showing them how to interact with your services.

<div align="left"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXesNOeD9Ha9QXitgOtX0gkK9y5ui8ay2mcVKfNZ4im_bDw63jphsjyC2J5KeKs96qEGXmr3iIrw4RmBebd5Riir1eTpsb1tFjEtici7WhCe8PNz1JMWLylB4sPjtozr_bYLEe0tMJmJxg7TNf8vBxv9seds?key=zwBEwVEl1KpMO5WnISPQtw" alt="" width="188"><figcaption></figcaption></figure></div>

## Commands

Commands are text strings that WhatsApp users can see by typing a forward slash in a message thread with your business.

<div align="left"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcoaDOs5DJZfPVK2Wg9t40QfJiNHZ5-7zMveWBbVPBZCHKWwHuqAKBNr5oz1gO8WBGLc40XWdnuKSzQD2lzwCkGi10TSgR0axYSSfHLdMr0bfRtajtTUjGrmfGEfYnJhxujfmJwV9pyYiBX5BJ53brT7XfK?key=zwBEwVEl1KpMO5WnISPQtw" alt="" width="188"><figcaption></figcaption></figure></div>

## Setting up conversational components

To set up conversational components you need to:

1. Head to Account tools > phone numbers
2. Navigate to the WhatsApp Business manager <br>

   <figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdMihc1s_iursNDjowrYSOHovho1zjdCOSx8S_PJuKLGWOV1IVAmJh70ilXs1AQwDHrmDA56aX7-RmdNiSyyVIt_R7JrK1XBVDiJZLLpRxrBwMqqFTRCZ9oFIQNmqaVqQ_urkFDM07CR1xyh7mzKe4XpfE?key=zwBEwVEl1KpMO5WnISPQtw" alt=""><figcaption></figcaption></figure>
3. Find the phone number you want to set a welcome message for<br>
4. Click the gear icon and open the automations tab<br>

   <figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeOK2E_P9WSLGrf84s2IDUX8E_Avv-uwgUhfdyb25R0V6778HbrY-hIuN1jxJ2IuhIf81vdwFmP_C1F9Z2vtABsZgMAR99WgZSGYhKXnTn6mKozsiT5ZivvVCd1r2BOSRQ0y4QAPXegsXNqUiTvQQz7FyI?key=zwBEwVEl1KpMO5WnISPQtw" alt=""><figcaption></figcaption></figure>
5. You will then find all the automations listed. See the following sections for how to configure each

   <figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfz2jtkJ1khDNbcT-rZhLFOvIXbAjxV5VdyEGnTxBB7Rp99-gSnXArrIr3O_vmRymx6HBfyVuMQzePvzRgs8OCZLflIyabPfYJhZHZcxDZQPMOn5IgA4h5hOjVHR7tceaJEzNgtBZHgQ-rd-4qCvA_kpAqA?key=zwBEwVEl1KpMO5WnISPQtw" alt=""><figcaption></figcaption></figure>

### Configure welcome messages

To set up welcome messages just Turn them on. When a customer starts a new chat  with your business you will receive an incoming text messages as follows:&#x20;

`The user has opened a new WhatsApp thread with your business`

You can then either respond to the customer from [Inbox](https://docs.bird.com/applications/inbox) or set up a conversational [flow](https://docs.bird.com/applications/automation/flows) or use an [AI agent](https://docs.bird.com/applications/ai-features/ai-agents) to automatically welcome the customer&#x20;

{% hint style="info" %}
When testing welcome messages to trigger these again if you already have an open thread with the business:

1. Open the thread in the WhatsApp client.
2. Tap the business phone number's profile
3. Tap Clear Chat > Clear All Messages.
4. Delete Chat.
5. Start a new chat thread with this business.
   {% endhint %}

### Configure Icebreakers

To set up ice breakers click edit and then you can add up to **four** ice breakers. Make sure to hit **save** once done editing

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcVb8-sBXzEGgqpBYNnP-q405sRYKJOneDcRY9xBt4pUtmFDFNz8tsWJMK1my9ug2RFQ65AceroFWvoQWidMG3htd8VbdxP9vSJrSzn9QQ-EpGBxqLoK7BYJy5I6WLL2-eqUcqff-5vTT53vi-_fIICR0U?key=zwBEwVEl1KpMO5WnISPQtw" alt=""><figcaption></figcaption></figure>

When a customer starts a new chat with a business they will be presented with ice breaker options

<div align="left"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXesNOeD9Ha9QXitgOtX0gkK9y5ui8ay2mcVKfNZ4im_bDw63jphsjyC2J5KeKs96qEGXmr3iIrw4RmBebd5Riir1eTpsb1tFjEtici7WhCe8PNz1JMWLylB4sPjtozr_bYLEe0tMJmJxg7TNf8vBxv9seds?key=zwBEwVEl1KpMO5WnISPQtw" alt="" width="188"><figcaption></figcaption></figure></div>

When the customer selects an ice breaker these will be received by your business as a text message

<div align="left"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdeL9FjFJSS8erk-Zd7-gehqP9LZw9DmFTl3iZyKn6azcOPE6r0ERTVV5WxH0kTwmJQ_Is2w_SID647axhmSZn7oa62DsMRgFBF9pWS-k_XSDgz0TCfEhKRSvKLG4C8nyy3e6f1UL4xmPnFMqpZ6JtLakeo?key=zwBEwVEl1KpMO5WnISPQtw" alt="" width="188"><figcaption></figcaption></figure></div>

You can then either respond to the customer from [Inbox](https://docs.bird.com/applications/inbox) or set up a conversational [flow](https://docs.bird.com/applications/automation/flows) or use an [AI agent](https://docs.bird.com/applications/ai-features/ai-agents) to automatically welcome the customer&#x20;

{% hint style="info" %}

1. Icebreakers will be dismissed if the conversation is started from a wa.me link with a pre-filled message
2. If the customer starts typing the icebreakers will also be dismissed
3. Icebreakers may take some time to actually appear in the chat
4. When testing ice breakers to trigger these again if you already have an open thread with the business:
   1. Open the thread in the WhatsApp client.
   2. Tap the business phone number's profile
   3. Tap Clear Chat > Clear All Messages.
   4. Delete Chat.
   5. Start a new chat thread with this business.
      {% endhint %}

### Configure commands

To set up command click edit and then you can add up to **thirty** commands. The command text is what will be sent to the business the description will give more of a hint to the user about what the command does. Make sure to hit **save** once done editing

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcNsCLm1kBj0Ugw2Enn_SqQZGpYptcyq8FpALWTnOinuZiEiDaGP50K3EpFOAn-yU7vvj04db7OE0nU7YNhYWqgI8uREV1T2_Kf5jAkdsc0a-ndfP4cw8Q9P29IaOFjOJ6YJOaDonLGCYnZKJvJyP_3FMJg?key=zwBEwVEl1KpMO5WnISPQtw" alt=""><figcaption></figcaption></figure>

When a customer is in a messaging thread they can type `/` at any time to get a list of commands. When the customer selects a command this will be sent to the chat as a text message. The text message will always be prefixed with a `/` e.g, `/shop`

<div align="left"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcoaDOs5DJZfPVK2Wg9t40QfJiNHZ5-7zMveWBbVPBZCHKWwHuqAKBNr5oz1gO8WBGLc40XWdnuKSzQD2lzwCkGi10TSgR0axYSSfHLdMr0bfRtajtTUjGrmfGEfYnJhxujfmJwV9pyYiBX5BJ53brT7XfK?key=zwBEwVEl1KpMO5WnISPQtw" alt="" width="188"><figcaption></figcaption></figure></div>

<div align="left"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXc2WIkZ5Kw2bJCBjBnWxZBfX6uRLwhbMGWwdmP7rbR__sQslz76G2dIfHznXA9I2lyp1i7PQsii3370RuHiKdF94AX05f2RY1-BkojNzsLJhN3T_PljG39dDzZsSu2lAnd3EB1bH2TYw5uBVXkWGhnanh8?key=zwBEwVEl1KpMO5WnISPQtw" alt="" width="188"><figcaption></figcaption></figure></div>

You can then either respond to the customer from [Inbox](https://docs.bird.com/applications/inbox) or set up a conversational [flow](https://docs.bird.com/applications/automation/flows) or use a [AI agent](https://docs.bird.com/applications/ai-features/ai-agents) to automatically welcome the customer&#x20;