How do I get a messaging bot to greet my customer again when they reach out with a new problem?

Under the 'behaviour' tab in programming my bot, I have a programmed message for the 'Start of the conversation' which also displays some answers so that the customer can quickly get help for a specific problem and be taken through the bot flows I have built. However, that message only displays the first ever time a customer uses messaging. Even if the ticket is closed, when they re-enter the chat, they don't get any greeting or suggested answers. Is there any way to change this? If not I find this a big oversight of how the bot is programmed. I don't find the bot to be that helpful if customers aren't quickly able to pick an answer (one of which is talk to a human). Instead they'll have to jump through a lot of hoops and try to guess the right word to use to prompt the bot to do what they need it to do.