Support Messages allow you to customise how AI-generated replies start and end across WhatsApp, Instagram, and Email.
You can configure a personalised Greeting, an AI Signature, and an Email Footer to maintain consistent communication with your customers.
1. What are Support Messages?
Support Messages allow you to control the additional content that appears around AI-generated replies in your Helpdesk conversations.
You can configure:
Greeting instruction — controls how the AI greets the customer.
AI signature — adds a consistent sign-off to AI-generated responses.
Email footer — adds additional branded information at the end of email replies.
Support Messages are available for AI-generated conversations across:
WhatsApp : Greetings
Instagram : Greetings
Email : Greetings, AI Signature , Footer
Instead of manually adding greetings or sign-offs to every response, you can configure them once and let BIK apply them automatically.
2. Why use Support Messages?
AI-generated replies can handle customer queries automatically, but the way a message starts and ends is also important for maintaining a consistent customer experience.
Support Messages help you:
Personalise the first greeting using customer information.
Maintain a consistent brand tone across AI-generated responses.
Add a standard AI sign-off.
Add store details, contact information, or other useful information to emails.
Configure communication separately for WhatsApp, Instagram, and Email.
Use dynamic variables so customer, order, ticket, and store information is filled automatically.
For example, instead of sending a generic greeting such as:
Hello
you can instruct the AI to greet the customer using their name:
Namaste, {{customer.name}}!
The actual customer name is automatically added when the response is sent.
3. Where do these settings apply?
You can find Support Messages under:
Helpdesk → Settings → Support Messages
Support Message settings are configured separately for each channel.
Channel | Greeting instruction | AI signature | Email footer |
✅ | ❌ | ❌ | |
✅ | ❌ | ❌ | |
✅ | ✅ | ✅ |
The Email footer is available only for the Email channel.
Note: Settings configured for one channel are not automatically applied to another channel. For example, a greeting configured under Email does not automatically apply to WhatsApp.
4. How to configure Support Messages
Navigate to:
Helpdesk → Settings → Support Messages
Select the channel you want to configure.
You can then configure the available sections for that channel.
4.1. Greeting instruction
The Greeting instruction tells the AI how it is expected to greet a customer.
This is an instruction given to the AI rather than simply a fixed greeting.
You can also use supported variables to personalise the greeting.
Greeting behaviour
The configured greeting instruction is applied when the AI starts a new conversation with the customer.
The custom greeting is used for the first AI reply in the conversation.
For subsequent replies in the same conversation, the AI can use a shorter conversational greeting such as Hi or Hello instead of repeating the configured greeting every time.
4.2 AI signature
The AI signature adds a consistent sign-off to AI-generated responses.
The AI signature is available for:
Email
You can enable or disable it for Email channel.
4.3 Email footer
The Email footer is available only under the Email channel.
It allows you to add additional information at the bottom of AI-generated emails.
The Email footer has its own configuration and is independent of the AI signature.
This means an email can contain:
Greeting → AI-generated response → AI signature → Email footer
4.4 Improve with AI
You can use Improve with AI to refine an instruction you have already written.
Instead of rewriting your instruction manually, use the available AI options to modify it.
Depending on the available options, you can:
Change tone — adjust the tone of the instruction.
Translate — translate the instruction into another language.
Add instruction — add more detail to the existing instruction.
For example, if you enter:
Greet customer with their name.
you can use Improve with AI to make the instruction clearer or more detailed.
Tip: Add your basic instruction first and then use Improve with AI to refine it.
Translate English to Hindi
4.5 Send a test email
Before applying your Email Support Message configuration to customer conversations, you can send yourself a test email.
The test email allows you to check how the complete email appears with:
Greeting
AI-generated message
AI signature
Email footer
Click on Send email button
Then click on Send now
Test email output
5. Using variables
Variables allow you to dynamically add customer, store, ticket, and order information to Support Messages.
A variable is replaced with its actual value when the response is generated.
Greeting instruction variables
AI signature variables
Email footer variables
6. Dos and Don'ts
Dos
Do write clear instructions. Tell the AI how you want the greeting to be written.
Do use variables for personalisation. Variables help you personalise messages without manually entering customer or store information.
Do configure each channel separately. WhatsApp, Instagram, and Email have their own Support Message settings.
Do use Improve with AI. Use it to refine tone, translate content, or improve an existing instruction.
Do send a test email. Review the final email before using the configuration for live customer conversations.
Do verify variables. Make sure the selected variable is supported in the section where you are using it.
Don'ts
Don't expect the configured greeting to repeat in every reply. The custom greeting is intended for the first AI reply in the conversation.
Don't use unsupported variables. The variables available for Greeting instruction, AI signature, and Email footer are different.
Don't forget to enable the section. Content entered inside a disabled section is not applied to AI responses.
Don't assume settings are shared between channels. Configurations made for Email do not automatically apply to WhatsApp or Instagram.
Don't skip testing after major Email changes. A test email helps identify variable or formatting issues before customers see them.
FAQs
1. Will my custom greeting appear on every AI reply?
No. The configured Greeting Instruction is applied to the first AI reply in the conversation. Later replies use a shorter conversational greeting.
2. Can I use the same Support Message settings for all channels?
No. WhatsApp, Instagram, and Email settings are configured separately.
3. Is Email Footer available for WhatsApp and Instagram?
No. Email Footer is available only for the Email channel.
4. Can I add customer variables to the AI Signature?
AI Signature supports Store variables. Customer, Order, and Ticket variables are available based on the field where they are supported.
5. What happens if Greeting Instruction or AI Signature is turned off?
The configured content is not applied to AI-generated replies while the setting is disabled.
6. Can I personalise the greeting with the customer's name?
Yes. Use variables such as {{customer.name}} or the available customer variables from + Add variable.
7. What does Improve with AI do?
Improve with AI helps you modify an existing instruction by changing its tone, translating it, or adding more instructions.
8. How can I check my Email configuration before using it?
Use Send a test email to preview the Greeting, AI Signature, and Email Footer before using the configuration for customer conversations.
For further assistance or to raise feature requests related to Support Messages, please contact [email protected].