Ice breakers are messages shown near the launcher to engage visitors before they click. They are the nudge that turns a visitor who was not going to open the chat into one who does.
Steps
- Open your agent and find the Ice Breaker section of the widget content settings.
- Write your tooltip text, for example a short question a visitor might have.
- Leave the field empty if you want no tooltip at all.
- Save and check the preview.
Smart starters change what visitors actually see
This is the part worth understanding before you spend time writing tooltips. With Smart Conversation Starter enabled, Mando generates contextual starters from your synced page content, and the tooltips you wrote become a fallback only.
So if your carefully written ice breaker rarely appears, it is probably not broken. Smart starters are producing something page-specific instead. Turn the smart option off if you want your own wording every time.
Frequently asked questions
How do ice breakers differ from quick prompts?
Ice breakers sit outside the widget, near the launcher, before it is opened. Quick prompts are suggested questions inside a conversation.
How do I hide the tooltip completely?
Leave the field empty. With smart starters also off, no tooltip is shown.
Do smart starters need my content?
They are generated from your synced page content, so they only work well once your Content Library covers the pages the widget appears on.