> ## Documentation Index
> Fetch the complete documentation index at: https://docs.gallabox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Ice Breakers and CTAs

> Available on all Gallabox plans.

<Info>
  **Who can use this?**

  * Gallabox users with **Bot Builder access**.
  * Roles: Owners and Admins — ice-breakers and CTAs are configured in the Chat AI Agent settings.
</Info>

<Info>
  Ice-breakers and CTAs are configured inside your Chat AI Agent's Web Widget Settings, not in a separate section. They only appear in the Web Chat widget — not on WhatsApp or Instagram.
</Info>

## Plan Availability

Available on all Gallabox plans.

## What are Ice-breakers?

Ice-breakers are pre-set questions that visitors can click to start a conversation — instead of having to type something from scratch. They reduce the friction of starting a chat and guide visitors toward the most common use cases.

**Example ice-breakers:**

* "What are your pricing plans?"
* "Do you offer a free trial?"
* "How do I get started?"
* "I have a billing question"

When a visitor clicks an ice-breaker, it sends that question as the first message in the chat — and the Chat AI Agent responds accordingly.

## What is the CTA Button?

The CTA (Call-to-Action) button is a single button inside the widget that visitors can click to take a specific action — such as "Book a Demo", "Start Free Trial", or "View Pricing". Unlike ice-breakers (which start a conversation), the CTA button links out to an external URL.

**Example CTAs:**

* "Book a Demo" → links to your booking page
* "Start Free Trial" → links to your signup page
* "View Pricing" → links to your pricing page

<Info>
  The CTA button always links to a URL — it can't trigger a WhatsApp handoff directly. If your goal is to route visitors to WhatsApp, use **Handoff Configuration** instead (see [Website Analytics — Handoff to WhatsApp](/web-chat/website-analytics#handoff-to-whatsapp)), which is a separate, independent setting.
</Info>

## How to Set Up Ice-breakers

1. Go to **AI Agents and Bots** in the left navigation of Gallabox.
2. Open a Chat AI Agent that has **Web** selected as a channel.
3. Click **Settings** on the agent.
4. Click **Web Widget Settings**.
5. Scroll to **Ice-breakers**.
6. Toggle **Show ice-breakers** to on.
7. Add your questions — one per line.
8. Click **Save**.

### Best Practices for Ice-breakers

* **Keep them short** — 3–8 words max. Visitors scan, they don't read.
* **Match your top use cases** — look at your inbox to see what visitors most often ask about.
* **Use the visitor's language** — not product jargon. "How much does it cost?" not "What is your pricing tier structure?"
* **You can add up to 3** — Gallabox caps ice-breakers at 3 per widget, so pick your highest-value questions.

## How to Set Up the CTA Button

1. Go to **AI Agents and Bots → \[Your Agent] → Settings → Web Widget Settings**.
2. Scroll to **CTA Button**.
3. Toggle **Enable CTA Button** to on.
4. Fill in:
   * **Button text** — e.g., "Book a Demo"
   * **Redirect URL** — the page the button links to (required once the CTA is enabled)
   * **Button colour** — optional, falls back to your brand colour
5. Click **Save**.

<Info>
  Gallabox supports one CTA button per widget — there's no way to add multiple.
</Info>

<Check>
  **Pro tip:** Use the CTA button to drive visitors toward your single highest-value action. If your conversion goal is demo bookings, make it "Book a Demo." If it's signups, make it "Start Free Trial." Track CTA clicks in your [Website Analytics](/web-chat/website-analytics) dashboard to see how it's performing.
</Check>

## Example

**Scenario:** You run a project management SaaS and want to use ice-breakers to qualify visitors before they start chatting — so the Chat AI Agent knows whether they're a trial user, a paying customer, or a prospect evaluating the tool.

Here's how you'd set it up:

<Steps>
  <Step>
    Go to **AI Agents and Bots → \[Your Agent] → Settings → Web Widget Settings**.
  </Step>

  <Step>
    Enable **Ice-breakers** and add:

    * "I'm already a customer and need help"
    * "I want to start a free trial"
    * "I want to talk to sales"
    * "I'm evaluating your tool"
  </Step>

  <Step>
    Enable the **CTA Button** and set it to:

    * "Start Free Trial" → links to `https://yoursite.com/signup`
  </Step>

  <Step>
    Set the agent's instructions to use the ice-breaker response to route the conversation appropriately — existing customers get routed to support, trial users get routed to onboarding, and prospects get routed to sales.
  </Step>
</Steps>

## FAQs

<AccordionGroup>
  <Accordion title="Can ice-breakers be different for different pages on my website?">
    Not natively — the same ice-breakers apply to all pages where the widget is embedded. To show different ice-breakers on different pages, embed different Chat AI Agents (with different configurations) on different pages.
  </Accordion>

  <Accordion title="What happens if a visitor clicks an ice-breaker but then doesn't get a response?">
    The ice-breaker sends the question as a message, just as if the visitor had typed it. If the Chat AI Agent isn't responding, check that: (1) the agent is active and published, (2) the agent is assigned to the conversation, (3) the AI credits balance is not exhausted.
  </Accordion>

  <Accordion title="Can the CTA button trigger a WhatsApp handoff?">
    No — the CTA button always links to a URL, and that URL is required once the CTA is enabled. To let visitors escalate to WhatsApp, configure **Handoff Configuration** separately (see [Website Analytics — Handoff to WhatsApp](/web-chat/website-analytics#handoff-to-whatsapp)) — it's independent of the CTA button and can run alongside it.
  </Accordion>

  <Accordion title="How many ice-breakers and CTAs can I add?">
    Ice-breakers are capped at **3** per widget. The CTA button is a single button — there's no way to add more than one. Pick your highest-value options for each.
  </Accordion>
</AccordionGroup>