Customize Default Chat Message
Overview
When a seller logs into the Ribbn app, Ribbn automatically sends a default chat message to welcome them and offer support. This message is pre-set, but you can customize it so it matches your tone, support hours, or onboarding flow.
This guide covers editing the **default automated chat message** that triggers when a seller logs into the Ribbn app.
Before you start
- You need access to the Ribbn Admin Panel
- You should know what you want your message to say (welcome text, next steps, support contact, etc.)
Update the default chat message template
1) Access Chat Settings
-
Open your Ribbn admin panel.
-
Navigate to:
Chats → Chat Settings → Message Templates
The original article includes a UI screenshot showing this exact navigation path.
2) Edit the “Default” template (English locale)
- Under the EN (English) locale, locate the template labeled Default.
- Click the template, update the message content, then select Save.
- Do not change the template key.
Do **not** change **Template Key: Default**.
This key is what links the template to the automated message sendout.
Locale note (important)
Even if you want the message to appear in Swedish, you still must edit the EN (English) → Default template.
Pro tips: Test the updated message end-to-end
To verify the updated default message from the seller’s perspective, test with a separate customer account.
Recommended testing flow
- Create a customer account (if you don’t already have one for testing):
- Go to Customers → All Customers → Create New Customer
- Use a personal email address that is not linked to your Ribbn Admin account.
- On your mobile device:
- Log out of the Ribbn app (admin user)
- Log in using the new customer email
- Navigate to Messages.
- Confirm the automatic default chat message appears and reads as expected.
What to edit (and what not to edit)
| Item | Where | Can I change it? | Notes |
|---|---|---|---|
| Template label | EN locale → “Default” template | Yes | Update the message text/content here. |
| Message text | Template editor | Yes | Customize to your business flow. |
| Template Key | Default | No | Must remain Default to keep the automation linked. |
Example message template (copy/paste)
text
Hi there—welcome to Ribbn! If you need help getting started, reply to this message and our team will assist you as soon as possible.
Keep the message short and action-oriented. If you reference response times or availability, make sure it reflects your real support coverage.
Wrap-up / Troubleshooting
Once you Save your changes, your default chat message is updated. If the message doesn’t appear as expected during testing:
- Confirm you edited EN → Default
- Confirm Template Key is still Default
- Repeat the end-to-end test using a separate customer account
If you still need help, contact Ribbn’s support team via the Ribbn Support Hub.