> For the complete documentation index, see [llms.txt](https://help.clickatell.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.clickatell.com/whatsapp/channel-capabilities/conversational-components/icebreakers.md).
# 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 %}
### 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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