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Most visitors never click a chat launcher. Proactive engagement starts the conversation for them: after a set time on your site, the widget shows a nudge bubble or opens the chat, with a message written for that page or campaign.
A nudge bubble above the chat launcher with a message and two one-click repliesA nudge bubble above the chat launcher with a message and two one-click replies
A small bubble next to the launcher, with one-click replies. It’s less intrusive than opening the chat, and usually the better default.

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Set it up

In Widget > Enhancements > Proactive Engagement, turn on Enable proactive engagement and add a trigger. A trigger fires when all of its conditions hold. For nudges, Customize nudge sets the one-click replies (each has a label and the message it sends; mark one as primary to fill it with your action color) and the bubble’s colors.

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Openers for a campaign

Two visitors to the same site, one from the spring-demo campaign and one from webinar-oct, each greeted with a different nudgeTwo visitors to the same site, one from the spring-demo campaign and one from webinar-oct, each greeted with a different nudge
Add a trigger per campaign with its own opening message, and a general trigger below them for everyone else. To change how the agent behaves for the whole conversation, not just its first message, see Personalization.

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Example

Three triggers, in this order:
  1. Campaign nudge. UTM campaign spring-demo, after 5 seconds, as a nudge: “Here for the spring offer? I can show you what’s included.”
  2. Pricing auto-open. Pages /pricing, after 20 seconds, opens the panel: “Comparing plans? Tell me your team size and I’ll point you to the right one.”
  3. Everyone else. Any page, after 60 seconds, as a nudge: “Anything I can help you find?”

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Good to know

  • Triggers are checked in list order and the first one whose conditions all hold wins, so put specific triggers above general ones. - Time on site counts from the first page that loaded the widget in that browser tab, across page navigations and reloads. - Only on pages matches a section: /pricing matches /pricing and /pricing/teams, but not /pricing-old. / matches the homepage only. - It fires at most once per browser tab session. A visitor who opens the chat themselves uses up that chance, and a reload doesn’t fire it again. - It never fires in a background tab, and doesn’t apply to inline widgets, which are always open.
  • Clicking a reply opens the chat and sends the reply’s message as the visitor’s first message, after the email gate or consent notice if those are on. - The nudge’s message becomes the chat’s first message only when the visitor clicks the bubble or a reply. Opening from the launcher shows the agent’s normal first message. - Without replies of its own, a nudge uses the agent’s suggestion chips. - A nudge isn’t shown to a visitor who already has a conversation in progress.
Values must match exactly and are read from the page’s address when the widget loads. If a visitor lands with a UTM and clicks through to a page whose address doesn’t carry it, a UTM trigger can’t fire there, so pair campaign triggers with a short time on site.
Nudges send chat_nudge_shown, chat_nudge_clicked, chat_nudge_opened and chat_nudge_dismissed events, which you can forward to your analytics. See Install the widget.