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Whose face will display in the welcome message?


The Drift chat widget can display up to three faces! 

We do this to help your visitors know who they're most likely to talk to. The goal is to set the best possible expectations for your visitors and greet them with a few smiling faces so they feel like your team is there for them.

When will only one face display?

If you have no catch all rule set up, and you're not using Routing Rules, then only that one face will display, always.

When would more than one face display?

There are a couple cases where multiple faces will display, which will look something like this...

  1. If there are multiple people in the General Routing Rule, all of those people (up to three of them) will display
  2. If there are people who are likely to get added to the conversation (via Routing Rules) we'll also show those faces

And if you have a Routing Rule and the visitor matches that rule, it will also override any of your Helping Team Member settings.

At the moment, there is no way to set multiple faces in the Helping Team Members section or within a Welcome message campaign. If you want to do this, let us know so we can know it's important enough to you for us to spend our time on!

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Helpdocs by drift