Advanced Triggers allow you to create customized messages for visitors to your websites and Chat Pages. These are the most complicated types of triggers to set up. However, once you get the hang of it, you’ll be able to reach out to your visitors with powerful automated messages based on their past actions and any conditions you set.
To get started, make your way to the Administration section of the Dashboard by clicking the cog in the bottom left corner and select Triggers from the Settings list.
Create a new trigger by clicking the Add Trigger button at the upper right corner of the screen.
There are four kinds of triggers: Basic - Page Notification, Basic - Chat Rescuer, Basic - Site Notification and Advanced.
Click the dropdown box below Trigger Type and choose Advanced.
After choosing the Advanced trigger type, you’ll see new options for setting up your trigger.
Labeling your trigger will help you stay organized as your list of triggers grows.
Name your trigger according to its function so it will be easy to find and edit if needed in the future.
The Trigger Description is extra helpful if other Property Members have editing access. By simply reading the Trigger Description, a property member will be able to understand the purpose of each trigger and how it will be used.
To show your new message only once to each visitor, check the box as shown below.
Conditions determine when a trigger is fired.
When you click on the dropdown box under Run Trigger, you will be presented with three choices: When a visitor has loaded the chat widget, When a visitor requests a chat and When a visitor sends a chat message.
If you choose the When a visitor has loaded the chat widget option, the advanced trigger will be fired when a visitor opens a page or site on which the chat widget is installed.
The When a visitor requests a chat option will fire the trigger when a visitor send the first message or completes the pre-chat form.
Finally, choosing When a visitor sends a chat message will initiate the advanced trigger when a visitor sends a message using the chat widget.
When you click on the dropdown box under Check, you will be presented with two options: ALL of the following conditions and ANY of the following conditions.
Choose ALL of the following conditions to require the visitor to meet all conditions you’ve added before your trigger is initiated.
Selecting ANY of the following conditions allows the advanced trigger to be fired even if only one of the added conditions is met.
The Time/Date category includes several sub-options you can choose from.
The Hour of day option enables you to select a specific hour or time range for your trigger to be active.
This allows you to properly greet each visitor with a "Good morning," "Good afternoon" or "Good evening" message. You can also acknowledge any visitor messages sent outside of store hours with a customized note.
Click on Day of week to generate separate greetings for weekdays and weekends.
Select Visitor time on page or Visitor time on site to set a countdown before your trigger is fired based on the time your visitor spends on a specific page or the overall site.
Still on site and Still on page allow you to set a delay before checking the next condition.
Location of Visitor
The Location of Visitor condition allows you to set a trigger according to the IP address, hostname, city or country of your visitor.
Select Visitor IP to select, block or filter visitors according to a specific IP address.
You can find a user’s IP address under the name and email address fields in the Details tab of the user details pane. This pane appears in the upper right-hand part of your screen when you click on any active chat, past message, or ticket.
To set a trigger according to geographical location, select Visitor city name or Visitor country. You can set the trigger to match, include or exclude each location you would like to target.
Previous visit information
Setting up a trigger according to previous visit information allows you to customize greetings to acknowledge your loyal and consistent visitors.
You can set a trigger based on how many times a visitor has already checked out your site. To get started, select the Visitor previous visits option in the dropdown menu.
Enter the specific number of times a visitor needs to open your site before the advanced trigger fires as shown below:
The same goes when choosing Visitor previous chats. Enter the specific number of times a visitor needs to chat with an agent before the advanced trigger fires.
You can reward your loyal visitors by offering them discounts or presenting items they might be interested in purchasing.
The Page information option allows you to set up triggers according to the way a visitor explores your site.
Your first option is to match, include, or exclude the Visitor page URL of a specific page your visitor must view for the Advanced Trigger to be fired.
Under Visitor page count, set your trigger according to the number of pages a visitor must view in your site before a trigger fires.
Select Visitor page title to set your trigger according to the title or title keyword in a page your visitor views.
Finally, select Previous page to set your trigger based on the URL of any page your visitor has viewed. Use this feature to request feedback based on the content of a particular page.
Triggers based on Visitor Information will help you know if a guest post you wrote on a blog is driving traffic to your own site. You can also find out how well the social media ads you’re paying for are working.
Knowing where your visitors came from will give you better ideas for engaging them by presenting relevant offers and conversation-starters.
Enter a specific Visitor Name if you want to present a special offer to a particular visitor.
Enter the URL of a website containing a link to your own site to discover which links are driving traffic to your website.
Under Visitor search engine, you can select the search engine referring the visitor to your website.
Select Visitor search terms to enter a keyword so you can match offers and promos to the products and solutions your visitors are searching for.
Software/Computer of Visitor
The Software/Computer of Visitor option is helpful if you want to offer basic support advice according to the browser or operating system your visitor is using. This condition will also tell you if a visitor is viewing your site using a mobile device.
Enter a keyword or exact term to filter according to a browser's user agent string (UA). The user string includes information about which browser, browser version and operating system are being used by a visitor.
Under this section, you can also set your trigger according to the browser your visitor is using.
You can also set the trigger according to your visitor’s operating system.
The Account Status option allows you to set up a trigger based upon the status of the property. It will be Away when all logged in agents have turned their status to Away. If one of the agents associated with your account is Online, the widget status will be Online ( unless the Widget Scheduler is active at that moment ).
The Visitor Status is determined by the activity of the visitor on the website. If the visitor is idle for 10 minutes, ( which means they have not performed any actions on the website ), the visitor's status will be set to away. It will switch to online again when the visitor views the website again. If they have been idle for 20 minutes, the connection is terminated.
The Chat-Related Information section allows you to set conditions based on information about past chats.
Under this section, the visitor requesting chat option allows you to set up a trigger based on whether or not the visitor requests a chat.
You can also set up a trigger based on whether the visitor has already begun a conversation with an agent. To do this, choose the Visitor served option.
Use the Message section to specify, include, or exclude certain words or messages from the visitor to set off the trigger.
After setting up the conditions that need to be met before the trigger goes off, the Actions section is where you assign what you want the trigger to do once those conditions are met.
Send message to visitor
Select Send message to visitor to pre-load a message from a particular agent. Set up the agent's name that you want to show along with the message you want to send. You can also add the agent's image or an avatar.
Wait allows you to set up a delay of 10 seconds up to one hour — or no delay at all — before another action takes place.
Set Name of Visitor
In Set Name of Visitor, you can customize your trigger based on the name of your visitor, which you can set up in the Conditions section.
Choosing Append Note allows you to attach or send a note internally if there is something that you want the site administrators to be informed about.
Lastly, you can use this action to replace a note already sent to the visitor if the previous one is not applicable to what he or she is looking for.
Need to add more than one action for a trigger? Simply click on the Add Action button below the first action you’ve set up.
When everything looks good, click on the Save button at the bottom right corner of your screen to confirm your settings.
After clicking Save, you will be directed to the list of triggers you’ve created.
You can create up to 20 triggers.