What a proactive message is
A proactive message is a short note that pops up in a small bubble beside your chat button when a visitor matches the conditions you set, for example "Looking at plans? Ask us anything." It invites the visitor to start a conversation without opening the chat for them.
Where to find them
Open your widget in Settings > Website chat and go to the Messages tab. A new widget has to be saved before you can add messages.
Messages save as you go, separately from the rest of the widget. You do not need to click the widget's Save button after changing a message.
Create a message
Click New message and fill in:
- Name, which only your team sees, for example "Pricing page nudge".
- Message, what the visitor reads, up to 600 characters. The preview shows how it will look.
- Show on, the pages it can appear on: Any page, or a page whose path starts with, contains or is exactly what you type, for example
/pricing. - After (seconds), how long the visitor has been on the page first, from 0 to 600 seconds.
- Scroll depth (optional), how far down the page, as a percentage, the visitor has to scroll first. Leave it blank to skip.
- Who, All visitors, New visitors or Returning visitors.
- Device, Any device, Desktop only or Mobile only.
- UTM source (optional), to show the message only to visitors who arrived from a link with that
utm_source, for examplegoogle. - Frequency, Once per visitor, Once a day or Every visit.
- Status, Draft while you are working on it, Active to show it, or Paused to stop showing it for now.
Which message a visitor sees
When a visitor matches more than one active message, the first one in your list wins. Use the up and down arrows on each message to change the order.
Numbers
Each message shows how many times it was Shown, Opened and Replied to, and when it was last shown. The same numbers, with a reply rate, are on Website > Report. See "The website chat report".
Edit, copy, pause or delete a message
Open the ... menu on a message to Edit it, Duplicate it as a starting point for a new one, Pause it or Make active again, or Delete it. A deleted message stops showing on your site straight away, and this cannot be undone, so pause a message instead if you might want it back.