How to Create & Manage Triggers With

When online chat first became available, it was based on a reactive model whereby customers would experience an issue and click on the chat to seek resolution. Thanks to advancements in technology and our ability to track user predictability more accurately, you can now become more proactive with your online chat support, sending messages to your website visitors before they contact you.

If you want to chat with your website visitors and customers 24/7, 365 days of the year, then chat triggers will soon become your best friend. By implementing the correct chat triggers, you can engage with your customers proactively as well as respond to visitors, even when your agents aren’t online. 

Here, we highlight the different chat triggers available on as well as how to set them up on your website chat.

The Different Types of Triggers

With, you can set up a wealth of different triggers based on specific conditions of your choice. Here are some of the most common proactive triggers you can set up:

Welcome Message

As the name suggests, the Welcome Message trigger allows you to proactively send a welcome message to your website visitors. This feature is fully personalizable, allowing you to choose the delay at which the message is sent as well as the exact text you would like to send to your visitors. 

Welcome Form 

The Welcome Form is similar in nature to the Welcome Message, however, instead of only sending a message, the chat will send your website visitors a form. You can personalize the form details. Some of the information you can request from your visitors includes their name, email, and phone number. You can also ask them if they have any questions and include a greetings message. 

Advanced Triggers Advanced Triggers allow you to send automated responses when visitors open a chat and when visitors send a message via chat. This option allows you to setup specific conditions, thus enabling you to send automated replies on specific days of the week, at specific hours, and when visitors have spent a specific amount of time on any one page. 

Page Notification Triggers

A Page Notification trigger allows you to send customers an automated message when a person visits a specific page on your website. You can even set up your chat to start within a specific amount of time of that person landing on your chosen page.

Chat Rescuer Triggers

Our Chat Rescuer trigger allows you to touch base with your customer before they leave your page. For example, if a customer is spending a lot of time on their checkout page, you could setup a trigger that asks them if you can help with anything to facilitate their purchase. This type of trigger is a great opportunity to finalize a sale. It will also help you identify buying issues, for example, a coupon code that is not working.

How to Set Up Different Triggers

Setting up different triggers varies depending on the type of trigger you would like to add to your website chat. Here’s a breakdown:

Welcome Message

Here are the steps you should take to set up your Welcome Message:

Step 1: Once logged into your account, click on the cog to the right of the menu. Then, click on ‘Widgets’ followed by ‘New Widget’.

Step 2: Next, click on ‘Chat Triggers’ followed by ‘Welcome Message’. Then, toggle the ‘Show welcome text’ to On.

Step 3: Choose the time delay you would like to implement from the dropdown list and write the welcome message you would like to be sent to visitors in the text box. Once you are happy with your settings and text, click ‘Save changes’.

Welcome Form

To set up a Welcome Form, follow step 1 outlined above. Then, you should:

Step 2: Click on ‘Chat Triggers’. Then, click on ‘Welcome Form’. Once there, toggle the ‘Show welcome form’ on.

Step 3: In the Welcome Form settings you’ll be able to choose which details you would like to add to your form by toggling the various options to On. Once you have chosen which details you would like to ask visitors for, add your greetings message and click ‘Save Changes’. 

Other Triggers

Before you can set up other triggers, follow step 1 outlined above. Then, you should:

Step 2: On the next page, click on ‘Chat Triggers’ followed by ‘Triggers’. 

Step 3: Next, toggle the ‘Active Triggers’ to on.

Step 4: Click on the trigger you would like to edit. In this case’ Unnamed Trigger’. 

Step 5: Below, you will be able to give your trigger a name, assign an agent, and create your trigger message. You will also be able to choose the type of trigger you would like to set up (Advanced trigger, Page Notification trigger, or Chat Rescuer trigger)

The next steps will depend entirely on the type of trigger you would like to set up. Here is some additional information for setting up individual types of triggers:

Page Notification Trigger Setup

With the Page Notification Trigger, you’ll be asked for the following information:

  • The URL on which you would like the trigger to appear
  • The time delay you would like there to be before a message is sent to the website visitor

It’s important that you click ‘Save Changes’ to implement your trigger.

Chat Rescuer Trigger Setup

With the Chat Rescuer trigger, you’ll simply be asked to add the time delay you would like there to be before the message is sent to the prospective customer. Once again, click ‘Save Changes’ to make your trigger live. 

Advanced Trigger Setup

Last but not least, the Advanced Trigger setup requires you to input significantly more information. You will have to choose:

  • When to run the trigger:
    • When a visitor opens a chat or-
    • When a visitor sends a message
  • The conditions for sending the message:
    • A specific time of day
    • A specific day of the week
    • A specific amount of time a visitor spends on the page
    • A specific amount of time a visitor spends on the website
    • A specific URL

You’ll then be asked to include a timescale to the condition. You will also have the option to add multiple conditions for one trigger. For example, you may want to send a trigger message when a visitor is on a specific URL after they spend a specific amount of time on the website. 

Once you have chosen your trigger conditions, click on ‘Save changes’.

Engage With Your Customers Thanks to

With trigger messages, you can now proactively offer your website visitors help, guide them through your sales funnel, highlight promotions they may have missed, and fix any cart issues they may be facing that is stopping them from buying your products. 

To use to catapult your customer support to success, sign up for a free account today!

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