Tone presets and welcome message

Converd offers four voice presets—Friendly, Professional, Direct (concise), and Warm. They shape sentence length, formality, and how much small talk creeps in. None of them is “better” in the abstract; the right one is the one your best customers already hear from sales and success.

• Friendly — default for many SaaS sites; good when your site copy is conversational and you sell to practitioners who dislike corporate stiffness.
• Professional — use when buyers are committees, regulated industries, or enterprise procurement; keeps warmth without sounding casual.
• Direct — ideal for technical audiences, developers, and anyone who treats fluff as a tax on their time.
• Warm — fits healthcare-adjacent products, coaching, education, or any brand where trust is emotional before it is rational.

If your homepage and docs read like two different companies, fix the copy first—then pick the preset that matches the dominant journey you care about (usually pricing + product, not the blog).

The welcome line is not a second hero headline. It should answer: “Why would I type here instead of leaving?” In one or two short sentences, signal scope (what you can help with) and stance (human, precise, fast).

Strong welcomes often include

• A plain invitation: ask anything about plans, security, setup, or fit.
• A constraint that builds trust: you will ground answers in their site and docs—not invent policy.
• Optional: the lightest CTA (“Tell me what you are trying to ship this quarter”) only if it fits your brand.

Avoid all-caps hype, fake names pretending to be “live agents” when you are not staffing chat, and promises you cannot keep (“instant implementation today” unless true).

Triggers may open the widget with a contextual first message; the welcome still matters for visitors who open the widget themselves. Keep both in the same voice. If triggers are crisp and the welcome is fluffy—or the opposite—the experience feels stitched together.

Use custom instructions to reinforce tone rules the preset cannot encode: words to avoid, how to greet returning visitors, or how formal to be when discussing pricing with EU buyers versus US buyers.

A/B your welcome rarely; instead, revise when positioning changes. Tone presets can stay stable for quarters; the welcome should track your current promise.