Suggested Messages and AI Questions

The instructions below are for desktops and laptops only.

You can use Suggested Messages and AI Questions in tawk.to to guide conversations, automate replies, and create seamless, interactive chat flows. When a visitor clicks a Suggested Message in chat, AI Assist uses AI Questions to trigger relevant Shortcuts, helping with faster, consistent responses.

Suggested Messages appear as clickable buttons to your visitors in chat. These messages make it easier for visitors to engage by offering quick-start options instead of typing out a full question.

You can add Suggested Messages to your shortcut messages to encourage common actions, such as:

• Asking about pricing or availability

• Requesting support

• Booking a demo

• Navigating to specific pages

Once a visitor clicks a Suggested Message, AI Assist matches it with AI Questions in the most appropriate Shortcut. For a step-by-step walkthrough, see this guide:

Using Suggested Messages and AI Assist to Create Scripted Chat Sequences.

AI Questions are prompts that you can add to your Shortcuts. These questions represent common visitor intents, such as “How much does it cost?” or “Where’s my order?”, and help AI Assist determine which Shortcut to trigger during a conversation.

AI Assist uses these questions to match what a visitor types or clicks (such as a Suggested Message) with the most relevant Shortcut. While visitors don’t see the list of AI Questions directly, their input is evaluated against them in real time to deliver the right response automatically or as a suggestion to the agent.

You can add Suggested Messages and AI Questions to your Shortcuts in the tawk.to Dashboard.

2. Select the correct property.

3. Click Administration on the top menu.

4. Click Settings in the left menu and select Shortcuts.

5. You’ll see a list of your Shortcuts. Click to open a Shortcut.

Here, you can add and edit up to four Suggested Messages and four AI Questions per Shortcut. Choose the most relevant messages and questions to match typical visitor inquiries.

• Keep it short – Aim for under 10 words.

• Use simple language – Avoid jargon or technical terms.

• Offer value – Ask questions that help visitors achieve their goal.

Examples:

• “What are your business hours?”

• “Can I get a quote?”

• “Where do I track my order?”

• Suggested Messages act as conversation starters, while AI Questions operate behind the scenes to route queries to the right responses.

• To ensure accuracy, regularly update your AI Questions and Shortcuts to reflect changes in your services or content.

• AI Assist must be enabled to use AI Questions.

• AI Questions do not appear to the visitor—they’re used internally to map responses.

• Shortcuts triggered by AI Questions can include text replies, links, commands, or custom JavaScript events.

• AI Assist has a monthly message limit. Once this limit is reached, it will stop responding to chats until the limit resets at the start of the next billing cycle. To continue using AI Assist, you can purchase additional message credits (called “overages”) or upgrade your plan. Learn more here: How to top up AI Assist message credits

To learn more about Shortcuts, Suggested Messages, and AI questions, see these guides:

Introducing Shortcuts: Your key to faster responses

An introduction to suggested messages

Understanding AI Assist’s Data Sources

If you have feedback about this article, or if you need more help:

• Click the green live chat icon

• Schedule a call with us

• Visit our community