Advanced Trigger — send a second message to visitors

The instructions below are for desktops and laptops only.

Here’s how to set it up:

2. Select the correct property.

3. Click Administration in the top menu.

4. In the left menu, click Settings and then select Triggers.

5. Click Add Trigger.

6. Select Advanced under Trigger Type.

7. Enter a clear Trigger Name and a short Trigger Description for your team.

8. Under Run Trigger, select When a visitor has loaded the chat.

9. Under Check, select ALL of the following conditions.

- Visitor requesting chat — Is False

- Visitor served — Is False

- Visitor previous chat — Equals — 0

These conditions ensure the message fires only when a visitor has been on the site long enough, is not already chatting or requesting chat, and hasn’t already chatted before (so you don’t keep sending repeat messages).

Important:
Use Still on site instead of Visitor time on site — they are not interchangeable for this trigger. To change the delay, use the dropdown beside Still on site. If you have analytics on average session duration, use it to pick an effective delay.

11. Under Trigger Message, select a predefined shortcut or set a custom message.

12. Click Save. After saving, you’ll return to your trigger list. Test the trigger on the property to confirm it behaves as expected. 

Note: Triggers only work while your chat widget is online.

• Avoid spamming returning visitors
  The condition Visitor previous chat = 0 prevents the second message from firing for users who already chatted. If you want to target returning visitors instead, use the Visitor previous visits or Visitor previous chat conditions. See this guide to learn more: Advanced Trigger — send a message to a visitor based on the number of visits to your website
  
  

• Keep messages short and useful
  Short, clear, and helpful suggested messages reduce friction and improve engagement. See this guide to learn more: An introduction to suggested messages
  
  

• Test under real conditions
  Test your trigger across several pages to confirm the timing is correct and ensure shortcuts or attachments display properly. Remember, triggers only work when the widget is online.
  
  

• Trigger limits
  You can create up to 20 triggers per property. Plan how triggers interact so they don’t compete or overwrite each other. 

Creating and managing triggers

Advanced triggers

Conditions for advanced triggers

Using hyperlinks in tawk.to: Shortcuts, Triggers, AI Assist & More

An introduction to suggested messages

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