Ice Breakers Automation
To create this automation, go to the All Automation page and click New Automation. From the available templates, select the Show Ice Breakers automation template. After opening the template, you can configure the automation settings as described below.
To open this page, navigate to:
Navigation: Dashboard → All Automations → New Automation → Show Ice BreakersWhat You Can Do on This Page
The Ice Breakers Automation feature helps users start conversations quickly by displaying predefined quick options when they open a chat with your account. These options act as conversation starters and allow users to select a topic they are interested in without needing to type a message manually.
Ice Breakers are especially useful for businesses that want to guide users toward common questions, product information, support requests, contact details, or other frequently requested topics. By providing clear starting options, you can make the conversation experience smoother and more interactive for new users.
Platform & Connections
In this section, the selected platform will already be configured based on the template you chose. The automation can run on either Instagram or Facebook.
If the platform connection shows as disconnected, you can reconnect your account by going to the Settings page.
Below that, you will see the Connected Account setting. Here, you need to select the account where the automation should run.
For Instagram, only one account can be connected at a time, so it will appear automatically.
For Facebook, if you manage multiple pages, you must select the specific page where the automation should be applied. One page may already appear as the default page, based on the settings configured in the Connection Platform tab.
Ice Breakers Setup
Ice Breakers can be configured only once per account. This means that if Ice Breakers have already been created for a specific account, you cannot create another set. However, you can edit or update the existing Ice Breaker items at any time.
Each account allows you to create up to four Ice Breaker items. These items will appear in the chat interface as quick conversation options.
For every Ice Breaker item, you must configure two elements:
Title
The title is the text displayed to the user inside the chat interface. On Instagram and Facebook chat, only the title is visible to the user.
Message (Payload)
The message is the content that will be automatically sent when a user clicks the title. Once the user selects an Ice Breaker option, the associated message is immediately sent through the automation.
You can add a new item by clicking Add Ice Breaker and filling in the title and message fields.
How Ice Breakers Work
Ice Breakers appear in the chat under specific conditions:
- When a user starts interacting with your account for the first time
- When the previous chat history between the user and the account has been cleared
When the chat opens, the system displays the available Ice Breaker titles as selectable options. The user can click any one of these options to quickly start the conversation.
Once the user selects one of the Ice Breaker items, the corresponding message is automatically sent, and the Ice Breaker options will no longer be visible in that conversation.
Practical Use Cases
Businesses commonly use Ice Breakers to provide quick access to the most important topics users usually ask about. For example:
- Frequently asked questions
- Product or service information
- Customer support assistance
- Contact details or business hours
- Location or address information
- And more...
By offering these quick options, users can immediately select what they are looking for, which helps start conversations faster and improves the overall user experience.
Automation Action
This section controls the status of the automation and determines whether it is active or inactive.
- Draft : The automation is saved but remains inactive. It will not trigger until activated.
- Save and Deactivate : The automation is saved but not available for users yet.
- Save and Active : The automation becomes live immediately. When a new conversation starts, the automation will automatically show the predefined Ice Breaker options.