Advanced triggers
The instructions below are for desktops and laptops only.
Triggers help you proactively engage visitors by sending automated messages or performing actions based on specific rules. While Basic Triggers are great for simple, common scenarios, Advanced Triggers give you granular control for more complex, targeted engagement.
Advanced Triggers let you combine multiple conditions to create highly specific rules. For example, you could send a special offer only to visitors who are on your pricing page AND have been on your site for more than three minutes.
Creating an advanced trigger
3. Click Administration in the top menu.
7. Give the trigger a clear, descriptive Trigger Name and a short Trigger Description so teammates know its purpose.
8. Choose whether the message should repeat for each visitor. If you want each visitor to receive the message only once, turn on the Each visitor will only receive this message once option.
9. Under Run Trigger, choose the event that will start the trigger (for example: visitor loads a page, visitor starts a chat, etc.).
10. Under Check, choose whether ANY or ALL conditions must be met to fire the trigger.
11. Click + Add Condition to set your rules. Note: Each trigger can have up to 10 conditions.
You can combine conditions from categories such as Time/Date, Location, Page information, Visitor information, and more to target behaviour precisely.Examples:
- Visitor page URL contains /pricing
- Visitor time on page is greater than 60 seconds
- Visitor country is United Kingdom
- Visitor previous visits is greater than 2
For a full list and descriptions of conditions, see this guide: Conditions for advanced triggers
12. Click Add Action and choose the actions to perform when the trigger fires. Note: Each trigger can have up to 5 actions.
- Send message to visitor: Choose a predefined shortcut or write a custom message.
- Append Note/Replace Note: Add or update internal notes in the Details section (visible only to agents).
After adding actions, double-check their order and timing.
13. Click Save at the bottom right.
Managing advanced triggers
3. Click Administration in the top menu.
4. Click Triggers under Settings in the left menu.
5. Click the trigger you want to edit. Make your changes and click Save.
6. To delete a trigger, select it and click the Delete icon.
Important limits and reminders
Maximum per property: 20 triggers, 10 conditions per trigger, 5 actions per trigger.
Suggested messages: each trigger can include up to 4 suggested messages for visitors to select. (Suggested messages can also be added to shortcuts.)
Test your triggers before you publish widely. Use private pages or specific conditions to confirm the behavior you expect.
Keep trigger names and descriptions clear so teammates can manage the list easily.
Be mindful of message frequency and visitor experience — overly aggressive or repeated messages can annoy visitors.
Examples and common use cases
Welcome visitors on pricing pages:
If “Visitor page URL” contains “/pricing” AND “Visitor time on page” > 30s → Send message: “Need help choosing a plan?” → Suggested messages: “Compare plans”, “Talk to sales”.
Return-visitor offer:
If “Visitor previous visits” > 3 → Send message with a discount code.
Chat rescue:
If “Visitor requests chat” AND no agent responds in X seconds → Send an automated acknowledgement or handoff message.
See these guides for examples of advanced triggers:
Advanced Trigger — send a message to a visitor based on the number of visits to your website
Advanced Trigger — send a second message to visitors
Advanced Trigger — send a message based on the visitor’s page URL
Advanced Trigger — Chat Rescuer: Auto respond if agents don’t respond in time
Additional considerations
Accessibility & international visitors
Use clear language and consider time zone differences when using Time/Date conditions.Data & privacy
Avoid including sensitive personal data in automated messages. Use notes/actions that appear only in agent views for internal tracking.Automation + shortcuts + AI Assist
Shortcuts and suggested messages increase consistency. If you use AI Assist, remember it also uses shortcuts as a data source — keeping shortcuts accurate improves automated responses.
Related guides
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