Chat flows today start the same way for every visitor, even when attributes like country, industry, or page context are already known, or when UTM parameters from a campaign are present in the URL. There is no way to use these signals to tailor the opening flow or inject dynamic content before the visitor provides any input, forcing admins to create a separate journey for every campaign or segment variation.

Customers are requesting the ability to branch or personalize the chat experience based on pre-known visitor data, including CRM attributes like industry, the page being visited, or UTM parameters, so that a single journey can dynamically adapt its messaging or routing path without requiring a new journey for each scenario.