Advanced Trigger — send a second message to a visitor on your website


The Advanced Triggers feature allows you to send an automated message to a visitor based on a set of conditions. In this article, we’ll show you how you can create a trigger to send a second message to a visitor on your website.

The first message your visitor sees will be your Basic Site Notification Trigger. If you haven’t set that up yet, take a moment to review the message your widget is sending. 

NOTE: The instructions below can only be completed from a browser or the desktop apps. They cannot be completed in the mobile app.

You can learn more about Basic Site Notification Triggers here.

It is typically used like this: 

The visitor arrives on your site  
          ⇣ Delay set by you (Basic site notification settings)
The Basic Site Notification Trigger sends a message
          ⇣ Delay set by you (Advanced Trigger settings)   

The Advanced Trigger sends a second message. 

How to set up the trigger:

If you have multiple properties, check to make sure you're viewing the correct one. Hover over the current property name in the upper-left menu to select a new property from the list.

Next, head to ⚙️Administration Settings Triggers.

Then, click Add Trigger ⮕ Advanced.

We recommend that you name your trigger and add a Trigger Description. This will only be visible to you and your team, not the visitor, and will help you stay organized.

Set the following conditions for your trigger so it sends a message when the visitor is still on the site after a set period of time (in this example, we use 3 minutes):

Run Trigger: When a visitor has loaded the chat

Check: ALL of the following conditions

  1. Still on site — 3 Minutes
  2. Visitor requesting chat — Is False
  3. Visitor served — Is False
  4. Visitor Previous Chat — Equals — 0

In the example above, the trigger will work when all of the following conditions are met:

  • The visitor loads the Chat Widget by visiting your site.
  • They have been on your site for 3 min.
  • They aren't currently in a conversation with an agent.
  • They are not requesting a chat.
  • They have not had a chat on your website in the past (this is helpful to ensure you are not bombarding visitors who know chat is available to them).

To customize the trigger delay, (how much time should pass before the message is sent), change the time in the drop-down box beside Still on site

(Make sure you've selected Still on site for the first check, Visitor time on site may seem similar but it will not function in the same way for this trigger.)

Click the drop-down menu to change the delay. If you have the data, you should check the average time a visitor spends on your website. This will help you determine when this trigger should send the message. 

Once everything looks good, click the green Save button in the lower-right corner of your screen. After clicking Save, you’ll be sent back to the list of triggers you’ve created.

Well done! You’ve set up an Advanced Trigger that sends a message when a visitor is on your website for a certain amount of time. This trigger will still send a message even when you have a Basic Site Notification Trigger set. It's most often used to send the visitor a second message. 

Here are two great examples you can use: 

Hey there, I noticed you were still browsing the website. Don't forget, we're available if you need any help.

Or something a bit more cheeky, but sure to capture more visitors in chat:

Hey, I'm just about to step out. Did you need any help before I log off?

Learn more about Advanced Triggers in this article.

Need help? Reach out to our support team or schedule a call

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