[null,null,["最后更新时间 (UTC):2025-07-25。"],[[["\u003cp\u003eBusiness Messages agents use welcome messages, conversation starters, and offline messages to guide user interactions and set expectations.\u003c/p\u003e\n"],["\u003cp\u003eYou can customize these conversational settings at the agent level for all conversations or at the location level to override agent settings for specific entry points.\u003c/p\u003e\n"],["\u003cp\u003eThese settings can be further tailored for different locales to provide a localized user experience, with Business Messages automatically selecting the most appropriate settings based on the user's device locale.\u003c/p\u003e\n"],["\u003cp\u003eConversation starters are limited to 5 options with a maximum of 35 characters each, and they should not be the sole trigger for automated responses due to potential client compatibility issues.\u003c/p\u003e\n"],["\u003cp\u003eYou can update conversational settings like welcome messages, offline messages, conversation starters, and privacy policies through the Business Communications Developer Console.\u003c/p\u003e\n"]]],[],null,["# Begin the conversation\n\n| Choose whether to manage agents with the Business Communications [Developer\n| Console](https://business-communications.cloud.google.com?utm_source=/business-communications/business-messages/guides/how-to/agents/begin-conversation&utm_medium=devsite&utm_campaign=business-messages) or [API](/business-communications/business-messages/reference/business-communications/rest). \n| Developer Console API\n\nIn conversations with Business Messages agents, the [welcome message](/business-communications/business-messages/guides/how-to/design/welcome-message) sets the\ntone for the interaction. It also lets users know what the agent can do, which\nshapes the user's questions and expectations.\n\nThe agent sends a welcome message each time the user opens a conversation. The\nagent can also display [conversation starters](/business-communications/business-messages/guides/how-to/agents/begin-conversation#conversation_starters)\nto guide users down known or frequent paths.\n\nIf a user tries to start a conversation outside of an agent's operating hours,\nthe agent displays an [offline message](/business-communications/business-messages/guides/how-to/agents/begin-conversation#offline_messages)\nyou can use to share alternative channels or suggest next steps. By leveraging\nthese settings, you can increase your agent's reliability and usability.\n\nAgent- and location-level settings\n----------------------------------\n\nYou can specify conversational settings at the level of the agent or location.\n\n- **Agent level:**\n These conversational settings apply to all conversations with the\n agent on all entry points.\n\n An agent-level welcome message might begin \"Thanks for contacting\n Bridgepoint Runners...\" Conversation starters can focus on\n company-wide actions or information.\n- **Location-level:** These settings override agent-level settings and\n only apply to conversations with that location over the `PLACESHEET` and\n `MAPS` [entry points](/business-communications/business-messages/reference/rest/v1/EntryPoint).\n\n A location-level welcome message might begin \"Thanks for contacting\n Bridgepoint Runners on Amphitheatre Pkwy...\" Conversation starters can focus\n on location-based tasks or information. An offline message might mention\n when the location will next be open.\n\nLocales\n-------\n\nAgents and locations can specify separate settings for whichever locales they\nsupport. For example, an agent might specify a welcome message in English for\nthe \"en\" locale and have the same welcome message in Spanish for the \"es\" locale.\nBusiness Messages resolves a match between the user device's reported locale and\nthe locales that an agent or location has any conversational settings for.\n\nThis locale match is reported in each messages' `resolvedLocale` field. You\ncan specify an agent's or location's `defaultLocale`, which weights resolved\nlocale matching. See [Localization and\nlocales](/business-communications/business-messages/guides/how-to/agents/localization).\n\nBusiness Messages uses the resolved locale to determine which conversational\nsettings to apply.\n| **Note:** Business Messages only applies conversational settings that you specified for the resolved locale. For example, if the resolved locale is \"es\", but you haven't specified an offline message for the \"es\" locale, Business Messages doesn't display an offline message when it might appear, even if you specified offline messages for other locales.\n\n### Welcome message\n\nThe first message in a conversation between an agent and a user is the agent's\nwelcome message. The welcome message automatically appears after a user starts a\nnew conversation. A [good welcome message](/business-communications/business-messages/guides/how-to/design/welcome-message)\nsets the user's expectations for interacting with the agent. To edit a welcome\nmessage, see [Update conversational settings](#update).\n\n### Conversation starters\n\nWhile a good welcome message covers an agent's functionality at a high level and\nis open-ended, [good conversation starters](/business-communications/business-messages/guides/how-to/design/language#be_clear_and_precise)\nguide users to frequent questions or known functionality.\n\nConversation starters appear as vertically stacked suggested\nreplies and directly follow the welcome message. When a user taps a conversation\nstarter, the agent receives predefined content and postback data that you set\nwhen you specify the starter.\n\nIf an agent supports automated functionality for a certain requests,\nconversation starters might map to those requests, letting you rely on known\ninputs for automation and send freeform user questions to live agents ready to\nanswer.\n| **Caution:** Agents shouldn't rely only on conversation starters to trigger automated responses. If a user has an outdated version of a client, that client may start a conversation with the agent but not be able to display conversation starters. Make sure that freeform user input can trigger automated responses, and craft a good [welcome message](#welcome-message) that covers your agent's functionality.\n\nAn agent can have a maximum of 5 conversation starters, and each starter can\nhave a maximum of 35 characters.\n\nTo add or edit conversation starters, see [Update conversational\nsettings](#update).\n\nOffline messages\n----------------\n\nWhen a user starts a conversation with an agent outside the agent's operating\nhours (as defined by\n[`MessagingAvailability`](/business-communications/business-messages/reference/business-communications/rest/v1/brands.agents#MessagingAvailability)),\nthe user receives the agent's offline message. Only human representative\navailability is considered when triggering an offline message. Agents that only\nhave bot representatives always send a welcome message. A good offline message\n\n- Shares why the agent is unavailable\n- Instructs the user on appropriate next steps or alternative contact channels\n- Matches the tone of the welcome message and conversation starters\n\nBad offline message\n\n\"Sorry, we're closed.\"\n\nGood offline message\n\n\"We're closed right now, but we'll be available again tomorrow at 8AM. If\nyou need urgent assistance, contact Support at +12223334444 or support@gtb.com.\"\n\nTo edit an offline message, see [Update conversational settings](#update).\n\nUpdate conversational settings\n------------------------------\n\nTo update an agent's conversational settings for the default locale,\n\n1. Open the [Business Communications Developer\n Console](https://business-communications.cloud.google.com?utm_source=/business-communications/business-messages/guides/how-to/agents/begin-conversation&utm_medium=devsite&utm_campaign=business-messages) and sign in with your Business Messages Google account.\n2. Choose your agent.\n3. In the left navigation, click **Agent information**.\n4. Update fields under the following headings as necessary:\n\n - Welcome message\n - Offline message\n - Privacy policy\n - Conversation starters\n5. Click **Save**."]]