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

Advanced Triggers allow 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. 

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 )
Basic Site Notification Trigger
 sends a message
          ⇣ Delay set by you ( Advanced Trigger settings )   

Advanced Trigger sends a second message. 

How to set up the trigger:

If you have multiple properties, check to make sure you’re currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard.

Next, head to Administration ⮕ Triggers ⮕ Add Trigger ⮕ Advanced Trigger

We recommend 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 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

Still on site — 3 Minutes

Visitor requesting chat — Is False
Visitor served — Is False

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 dropdown box beside Still on site

Click on the dropdown 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 at the bottom 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.

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