# Icebreakers

*Icebreakers* are pre-written, selectable text prompts that appear in a message thread the **first time** you chat with a customer. Icebreakers try to anticipate the most common questions first-time customers might have when interacting with your business. They serve as ready-made text options customers can select to start a conversation instead of having to formulate their own message. 

Icebreakers are great for service interactions, such as customer support or account servicing. For example, you can embed a WhatsApp button on your app or website. When a customer taps the button, they're redirected to your WhatsApp Business account and presented with a set of options they can select from to guide their interaction further. Customers can tap one of these options as a response, or type in a custom response in the message field.

If a customer taps an icebreaker, it is sent as a normal text message. You need to set up a keyword trigger for creating any follow-up bot messages.

*Note: If a WhatsApp user taps a* [*universal link*](https://faq.whatsapp.com/425247423114725?fbclid=IwAR1QxIAvCV6RD7_xp71yFFNCCJtGzw3FBpldBhgOzW8kJ-OdEigRp8WrVQM) *(**wa.me** or **api.whatsapp.com** links) configured with pre-filled text, the user interfaces for **ice breakers** are automatically dismissed.*

{% hint style="info" %}

* You can configure up to **four** ice breakers per WhatsApp Business number. 
* Each icebreaker can have a maximum of **80 characters**. 
* Emojis are **not** supported.
* Only appears when a customer opens a chat with you for the **first time**.
  {% endhint %}

<figure><img src="/files/MUUJH2P2xBUFkNp3F564" alt="" width="238"><figcaption></figcaption></figure>

### Use Cases and Examples

Below are some examples of when and how icebreakers can be used.

| Scenario                                                                                                         | Example of an icebreaker                  |
| ---------------------------------------------------------------------------------------------------------------- | ----------------------------------------- |
| You've opened a new store and you want customers to know where you are located.                                  | Where is your new store?                  |
| You are a travel agency with special offers on certain holiday destinations.                                     | Show me more about your Maldives package. |
| You've launched a new set of products and you want potential customers to easily find more information about it. | What does your new sneakers look like?    |


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