How to Set Up Custom Chat Messages in HighLevel

You just installed a brand new chat widget for your biggest client. The traffic is flowing. The leads are coming in. You check the dashboard on Monday morning and see fifty new conversations. You feel like a genius.

Then you actually read the transcripts. Every single lead just submitted their name and phone number with absolutely zero context. Some just typed a generic “hi”. Your client’s sales team has to follow up completely blind. They have no idea if the prospect wants pricing, support, or a totally different service. You just turned warm inbound leads into awkward cold calls.

You cannot scale an agency if your sales team is constantly guessing what your leads actually want. HighLevel fixes this instantly. You can set up a customizable pre-filled message field in your chat widgets. Prospects see a default prompt like “I would like to learn more about your services” and can send it immediately. You capture their intent upfront and keep their contact details securely inside your CRM. Let us get your chat widgets dialed in right now.

Ready to streamline this? Here is exactly how to do it in 60 seconds:

Part 1: Open Your Chat Widget Settings

First, we need to access the command center for your website communication tools.

1. From your left-hand navigation menu, go to Sites.
2. Select Chat Widget at the top of the page. This opens the main dashboard where you can manage all existing widgets created for your account.

Part 2: Create a New Widget

Let us start with a fresh canvas to build your customized chat experience.

1. Click the + New button located in the top-right corner of the screen.
2. This launches the setup process so you can begin defining the exact behavior and design of your new tool.

Part 3: Choose Your Chat Type

You need to select the specific channel that best fits your client’s workflow.

1. Choose the type of chat widget you want to create from the available options.
2. You can select All-In-One Chat, Email/SMS Chat, WhatsApp Chat, or Voice AI. Note that standard Live Chat relies on a free-form message box and does not utilize this specific pre-filled feature.

Part 4: Configure the Pre-Filled Message

Time to write the exact intent you want your visitors to send.

1. Open the Chat Window tab to customize your visitor-facing details.
2. Locate the Prefilled Message Text field.
3. Type your default text using up to 255 characters. You can even insert merge fields for dynamic branding.
4. Visitors will see this exact message ready to send. They can choose to send it as-is for a quick start or modify it before submitting, guaranteeing your team gets instant context the second the chat begins.

Setting up pre-filled chat messages guarantees your team always has the context they need to close the deal.

Frequently Asked Questions

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