Proactive messages

Most visitors browse quietly and leave without ever opening the chat. Proactive campaigns turn that around: after someone stays on a page for a while, the widget shows a short message next to the launcher, written for that page. Selecting the message opens the chat with your message as the agent's opener, so the visitor can reply right away.

Proactive messages work with the chat bubble launcher on your website widget. They do not appear when the widget uses the agent search bar display style, and they never interrupt a chat that is already open.

Create a campaign

1. Open Widget → Appearance for the selected agent and select the Proactive tab.
2. Select New campaign.
3. Fill in the campaign:
   • Campaign name. Only you see this, for example "Pricing page nudge".
   • Message. What the visitor sees, for example "Not sure which plan fits? I can help you compare." Write it for the page it targets; specific messages get far more replies than a generic "How can I help?".
   • Page URL contains. The campaign runs only on pages whose address contains this text, for example /pricing or /products/. Leave it empty to run on every page.
   • Delay. How many seconds the visitor stays on a matching page before the message appears (3 to 600 seconds).
   • Priority. When several campaigns match the same page, the one with the highest priority shows.
4. Select Create campaign.

You can run up to 10 campaigns per agent. Start with your highest-traffic pages: the homepage, a busy category or pricing page, and your best-selling product pages.

How visitors experience it

• The message appears near the chat launcher after the delay, on top of the page the visitor is reading.
• Selecting the message opens the chat with your text as the agent's first message, ready for a reply.
• Dismissing the message with the close button hides it, and that campaign will not show again on that visitor's browser.
• A visitor sees at most one proactive message per page visit, and a campaign that was shown waits a day before it can show to the same visitor again.

Measure and adjust

Each campaign row on the Proactive tab shows how many times its message was shown and how many times visitors clicked it. Pause a campaign with its toggle to stop it without deleting it, and edit the message wording whenever a campaign gets impressions but few clicks.

Troubleshooting

The message never appears. Check that the campaign is enabled, that the page address contains the text in Page URL contains (an empty field matches every page), and that you waited the full delay on the page. If several campaigns match the same page, only the highest-priority one shows.

The message stopped showing while testing. Dismissing or clicking a message hides that campaign on your browser for good, and a shown message waits a day before reappearing. Test again in a private browsing window to see it fresh.

The message shows on the wrong pages. Make Page URL contains more specific. For example, /product also matches /product-guides; use /products/ to target only product pages.

No proactive messages with the agent search bar. Proactive campaigns only run with the chat bubble display style. Switch the display style on the Brand tab if you want proactive messages.

Counts are not going up. Impressions and clicks are counted once the message is actually shown to visitors on your live site. The dashboard preview does not add counts.