What Are Proactive Messages?

Proactive outbound messages let you automatically reach out to website visitors at the perfect moment — before they even start a conversation. Instead of waiting for a visitor to open the chat widget, you can display a teaser bubble above the widget with a personalized message.

This is a powerful way to:

• Increase engagement — start conversations with visitors who might never reach out
• Reduce bounce rates — catch visitors before they leave
• Boost conversions — offer help on pricing or checkout pages
• Welcome returning visitors — greet repeat visitors with a personalized message

Setting Up Proactive Messages

Navigate to Channels → Website Chat → Proactive tab (requires Pro plan or higher). Click "New Proactive Message" to create your first message.

Message Configuration

Each proactive message has the following settings:

Setting	Description
Name	Internal name for easy identification (not shown to visitors)
Message (EN)	The message text displayed to English-speaking visitors
Message (NL)	The message text displayed to Dutch-speaking visitors
Delay (seconds)	How long to wait after the trigger fires before showing the message
Page URL Filter	Optional — only show on pages matching this URL (e.g. /pricing)
Show Once Per Session	When enabled, each visitor sees the message only once per browsing session
Priority	When multiple messages match, the one with the highest priority (lowest number) wins

Multilingual Support

Proactive messages support dual-language content. The widget automatically detects the visitor's language based on the URL path (/nl/ → Dutch, everything else → English) and shows the appropriate message.

Trigger Types

You can choose from 5 trigger types to control when a proactive message appears:

1. Time on Page

Triggers after a visitor has been on the page for a specified number of seconds. Great for visitors who are browsing but haven't taken action.

Example: Show "Need help finding the right plan?" after 15 seconds on the pricing page.

2. Page URL

Triggers when a visitor lands on a specific page URL. Use this to show targeted messages on key pages.

Example: Show "Questions about your order?" on the checkout page.

3. Scroll Depth

Triggers when a visitor scrolls past a certain percentage of the page. This indicates the visitor is engaged with the content.

Example: Show "Want to learn more?" when a visitor scrolls past 60% of a product page.

4. Exit Intent

Triggers when a visitor moves their mouse toward the browser's close button or address bar, signaling they might leave. Desktop only.

Example: Show "Wait! Can we help you find what you're looking for?" when a visitor is about to leave.

5. Returning Visitor

Triggers when a visitor who has been to your site before comes back. The widget tracks this using browser storage.

Example: Show "Welcome back! How can we help you today?" to returning visitors.

How It Works

1. The widget loads and checks all active proactive messages
2. Messages are filtered by page URL filter (if set) and session visibility
3. The widget monitors visitor behavior for each trigger type
4. When a trigger fires, it waits for the configured delay
5. A teaser bubble appears above the chat widget with the message text
6. When clicked, the chat widget opens directly into the AI chat — skipping the home screen for a frictionless experience

Best Practices

• Keep messages short and friendly — 1-2 sentences work best
• Use page URL filters — targeted messages convert better than generic ones
• Don't be aggressive — use "Show Once Per Session" to avoid annoying visitors
• Set appropriate delays — give visitors time to orient themselves (10-20 seconds is a good start)
• Use priority wisely — when multiple messages could fire on the same page, make sure the most relevant one has the highest priority

Plan Requirements

Plan	Proactive Messages
Free / Starter	❌ Not available
Pro (€109/mo)	✅ Unlimited
Enterprise	✅ Unlimited