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Welcome message

Select Greeting on the Ticket Flow canvas, then edit Welcome message. This is the first message posted inside every new private ticket. Keep it short and tell the customer what to do next; the available buttons appear directly below it. Turn on Require a choice when customers must pick an option before they can continue with free text. If they type first, the bot asks them to choose one of the displayed options. Turn it off when the AI should be allowed to respond before intake is complete.

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Reply after choosing

Select a terminal option and edit Reply after choosing. This message appears after the customer completes that path and any attached form. Match the copy to Who handles this?:
  • For AI answers, invite the customer to describe the issue. The default is: “Thanks — describe your issue below and I’ll help.”
  • For Your team, set an expectation for human follow-up. The default is: “Thanks — a team member will take over this ticket shortly.”
Branch options do not send a reply. They open their sub-menu, and only the final sub-option runs its configured message and handling. Open Discord preview and select each terminal option to review the welcome message, sub-menu prompt, optional form, and follow-up together. Preview changes are local until an admin selects Save changes.