Triggers

Triggers are a way to automatically send messages to your visitors. They are mainly used to proactively engage visitors in a chat.

By setting up and carefully crafting your trigger message, you’re going to convert more visitors into a chat.

In this tutorial, we’re going to discuss the Basic – Site Notification. That’s the one that will send a message whenever a visitor hits your website, regardless of which page they land on.

You can also set-up a Basic – Page Notification Trigger, which will send a message to the visitor only if they visit a certain page. There are also Advanced Trigger options, which work like an algorithm: if {this happens}, send {this message}.

Here are some tips to set up your Basic – Site Notification Trigger.  

– Set the delay — this is how long the software waits before sending the message. We recommend 30 seconds.

– To get a better response, we recommend using your name and your image in the relevant fields, as it will make it appear more personal. You can upload your own logo if you prefer or we have a number of different avatars that you can choose from. Check it out!

– The message is crucial. I recommend adding a specific call to action in the message — one that will drive the visitor to want to chat.

For example, “Welcome to (your website’s name). For 10% off your next order, chat with our team now.” Or “Welcome to (your website’s name). For a free quote, chat with our team now.”

When considering the message, think about what questions customers have when they’re looking to make a purchase with you.

You may want to use it as a way to promote your unique selling point or you may be running ads or a promotion and you can link the trigger message to those ads.

Keep in mind these four points:

1. Your trigger messages shouldn’t be permanently fixed. You should be tweaking and changing them at different times of the year, for different campaigns and to test which ones are most effective with your audience.

2. Don’t have too many trigger messages on your website. It can be frustrating for visitors when navigating your site to be constantly bombarded with messages. You need to strike a careful balance. Think about customer service in a store. You want to know you can get help when needed, yet you don’t want them following you around the store.

3. The Trigger message will not fire on a mobile device. As in, it won’t pop up. It blocks the screen. Instead, a notification will appear on the chat widget to let the visitor know there is a message.

4. After setting up or changing your triggers, don’t forget to check them out live on your website to make sure they work.

You can reach out to visitors on your website yourself. It’s easy. Just go to the ‘Monitoring’ section of your dashboard, click on a visitor profile and start a chat. However, you shouldn’t need to. The trigger function can perform this action for you, with every visitor on your site, the same way each time.

For more information or for links to the relevant articles in our Help Center, please check the description below. We also have 24×7 live chat available on our website.

In the next three videos, we’re going to show you how you can respond effectively to incoming chats.

Learn More:

Creating and managing triggers

Advanced Triggers

Creating and Managing Triggers