Proactive Chat Engagement
Overview
Proactive engagement automatically starts conversations with website visitors — without waiting for them to click the chat button. Triggered by behavior like time on page, scroll depth, or exit intent, proactive invitations convert passive visitors into engaged prospects.
Setting Up Proactive Triggers
- Go to Channels → Web Messaging → Proactive Triggers.
- Click New Trigger.
- Set the Condition (when to fire).
- Set the Action (what message to show).
- Enable the trigger and click Save.
Trigger Conditions
| Condition | Example |
|---|---|
| Time on page | Visitor on /pricing for 45 seconds |
| Time on site | Visitor browsing for more than 2 minutes |
| Scroll depth | Visitor scrolls past 70% of page |
| Exit intent | Mouse moves toward browser chrome |
| Page URL | Visiting /checkout or /cart |
| Return visitor | Visitor has been to site before |
| Visitor country | Visitor is in United States |
Message Personalization
Use dynamic variables in your proactive message to personalize based on context:
{page_title}— current page name{visitor_name}— known visitor name (if they've chatted before){visit_count}— number of times they've visited
Example: "Hi {visitor_name}! I see you're looking at our pricing. Can I help you find the right plan?"
Frequency Controls
Prevent annoying visitors with too many invitations. Set a cooldown period per trigger (e.g. show once per 24 hours per visitor) under the trigger's Advanced settings.
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