Proactive Messages & Website Triggers
Rather than waiting for customers to ask for help, proactive messages allow your website chat widget to initiate conversations at the right moment.
Popular Proactive Triggers
| Use Case | Trigger Condition | Example Proactive Message |
|---|---|---|
| Checkout Abandonment | User is on /checkout for over 45 seconds | ”Need help completing your order? I can assist with shipping questions or payment options.” |
| High-Intent Pricing Visitor | User views /pricing for 30 seconds | ”Looking for an enterprise plan? I can connect you with our sales team right now.” |
| System Outage Notification | Global broadcast banner during incident | ”We are currently experiencing minor latency with our billing portal. Our team is actively investigating.” |
| Returning VIP Customer | Logged-in customer with Gold tier visits site | ”Welcome back, Alex! Do you need an update on your recent support ticket #4921?” |
Setting Up a Proactive Trigger
1. Create a Trigger Rule
Navigate to Automations → Proactive Messages → New Trigger.
2. Set Audience & Page Conditions
- Target URL: Exact match (e.g.
/checkout) or path regex. - Dwell Time: Trigger after visitor spends 15 to 60 seconds on the page.
- Device Filter: Target desktop, mobile, or all visitors.
3. Compose the Message & AI Persona
Write the opening message and choose which AI agent handles replies once the visitor responds.
Related Guides
| If you want to… | Read |
|---|---|
| Customize widget colors and style | Web Widget Customization |
| Connect customer CRM data | CRM Integrations |