Creating and managing triggers
Being available when your customers need you builds loyalty. However, just slapping a chat widget onto your site is the bare minimum of what you can do to be there for them. The more visitors you're able to have conversations with, the more opportunities you have to build rapport, explain something they need help with or even work towards a sale. That's great customer service, but you can't be everywhere at once. This is where triggers come in.
Triggers are used to encourage chat engagement. The idea is that you create a trigger by writing a message that will be sent to a visitor on your site if certain conditions are met. There are a few basic types of premade triggers in the Dashboard for the most common conditions. You also have options for adding your own Advanced Triggers for very specific visitors.
Here’s how to start setting up your triggers:
If you have multiple properties, make sure to check that 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
Here you'll see a list of the current triggers set up for the selected property.
To create a new trigger, hit the green Add Trigger button in the top right corner.
Basic - Site Notification
The Basic - Site Notification trigger welcomes visitors and allows you to send a short message to each. Think of it as a virtual shopkeeper. When a customer enters your store, you have a chance to make eye contact, acknowledge the visitor and let them know you're here if they need anything.
As soon as a visitor makes their way to your site, the default Basic - Site Notification will start a 30-second countdown before firing. This means every person that finds themselves on your site will eventually receive the trigger as long as they stay on the site until the delay time is reached, even if they move on from the initial page they first landed on.
If you want to check in and see if you can answer a visitor's questions, offer a discount code to keep them shopping or just say "Hi," knowing there's a better chance to start a conversation if you reach out, the Site Notification is the trigger you're looking for.
To edit your Site Notification, head to Administration ⮕ Triggers and click on your default Welcome Message. You can change the Trigger Name, set the Delay and enter the Trigger Message that will be sent to the visitor at the end of the delay. If you want this message to appear to be coming from a specific person, you can also include an Agent's image and Agent's name to give the trigger a more personal feel.
Remember to leave enough of a delay so the visitor has a chance to get a sense of what the website is all about and understand the benefits of your business before the trigger fires.
Basic - Page Notification
Page Notifications function much like the Site Notification but require one more piece of information, resulting in a slightly more customizable trigger. Along with the Trigger Name, Delay and Trigger Message you'll need to include a Visitor page URL.
This means the trigger will only start counting down the Delay you set once a visitor makes it to the URL you entered. Even this small adjustment can be quite powerful when creating triggers, as the more targeted the trigger the better the engagement. The more you know for certain about a visitor's intent on your site, the easier it is to strike up a conversation with them.
For example, you could set up a trigger specific to your FAQs section or Knowledge Base page with a long delay. If a visitor has been looking at your FAQs for a while, you know they're likely looking for some specific information. Depending on how long they've been there, they may be having trouble finding it. This is a great opportunity to reach out and see if you can help solve their problem.
There are plenty of ways to use the Page Notification trigger. For example, you can add a thank you message on your checkout confirmation page, a call to action on a landing page or a discount code on a shopping page. You just have to decide what will work for your customers.
Basic - Chat Rescuer
You can't always be there to answer every chat. This is where the Chat Rescuer can help out. Just set the delay and write your rescue message. Now, when a visitor joins a chat, the trigger will start counting down the time set by the delay. If you answer the chat, the trigger is canceled. If you don't get there in time, your message will be sent to the customer.
A great example of this is to set a Delay of 30 seconds to 1 minute and include a Trigger Message that lets the visitor know you're busy at the moment. You can use this message to let the visitor know you'll be with them shortly, giving you more time to finish what you're doing and answer the chat, or you can ask them to leave some contact details so you can reach out to them later.
Either way, it's important to create a Chat Rescuer message just in case you need to step away. Imagine walking into a store and asking for help at the counter only to find that the store is empty. Now you have a way to leave a virtual sign on the counter, so they know you’ll be right back.
This last trigger is the big one. Advanced Triggers allow you to create some truly custom and potentially powerful automated messages. Advanced Triggers are built on a combination of Conditions and Actions.
Setting Conditions allows you to decide exactly what will cause an Advanced Trigger to fire. Combining multiple Conditions and having the trigger only fire if all of them are met can make for some incredible specific triggers. Clever use of triggers like this will have an impact on your engagement. The more you know about the visitor's intentions on your site, the easier it is to strike up a conversation. Actions govern what a trigger will do once the Conditions are met, the most common being send a message to a visitor.
So what can you do with an Advanced Trigger? Why not customize a welcome message to a return visitor to say "Welcome back" rather than "Hello" or send a specific message such as "We offer free shipping across Australia" based on the visitor's location? You could offer a code for a discount only on the weekends or if a visitor found their way to your site from a certain marketing campaign. Once again, there are a lot of possibilities with Advanced Triggers if you can come up with interesting ideas for reaching out to your visitors.
Let's break down what each of the options does so you can start creating your own Advanced Triggers. Before you do anything, it's important to enter a Trigger Name and a Trigger Description. Only you and others with access to this property in the Dashboard will see the name or description so don't worry about the customer seeing either of these. The name and description are purely to help you find this trigger again in the list should you wish to make changes to it later.
Just under the Trigger Description, you'll find the first decision that needs to be made about how the Advanced Trigger functions. A checkbox allows you to send this trigger one or more times to each visitor. Most of the time, you'll want to check this to make sure your customers aren't receiving the same message each time they meet the conditions of the trigger, depending on the purpose of your trigger.
The Run Trigger setting is the first thing your Advanced Trigger is going to check. You have three options for the first condition. Selecting When a visitor has loaded the chat widget is the most common and the easiest way to get you to the next set of conditions because the visitor loads the chat widget as soon as they reach one of your pages with the widget installed. Think of this option as "when a visitor arrives on your site."
Your other options are When a visitor requests a chat or When a visitor sends a chat. Both rely on the visitor engaging first, either by requesting a chat, meaning they click on and open the chat widget, or by sending a chat, meaning they send you a message in the chat and you receive an alert telling you someone is reaching out.
This is where things get powerful but also potentially a little complicated. Your first option is choosing between checking All or Any of the following conditions. We'll come back to this after checking out the rest of the options. Directly below this, you'll see the number 1. with some dropdown boxes next to it and the Add Condition option. Adding another condition will place a new set of dropdown boxes, starting at 2. Each new entry allows you to further customize the conditions for firing the trigger.
Now let's circle back to checking for Any or All of the following conditions. If you're planning on only having one condition in the list, this choice will have no impact. If you've got multiple conditions, however, this will have a big impact on how the trigger functions. Selecting All of the following conditions means this trigger will not activate until all conditions in the list are met. Choosing Any of the following conditions means the trigger will activate as soon as even one of the conditions in the list is met by the visitor.
Essentially, this offers a way to make a trigger for a very specific function by selecting All of the following conditions or make a versatile trigger that can be sent to visitors when they meet the first of a list of conditions by selecting Any of the following conditions.
Going back to the checkbox at the beginning of setting up an Advanced Trigger, you can see how allowing Any of a list of conditions allowing the trigger to be sent could cause problems if a visitor meets multiple conditions in a row. Using your Advanced Trigger settings to be sure a message is only received once by a visitor can stop your customers from being unintentionally spammed with messages.
Time / Date
Now let's dig into the options for conditions and what they can do. The Time/Date option is one of the most common and easiest to explain, so it’s a good place to start. Setting this condition allows you to set triggers according to increments of time. Is it a certain day? Has the visitor been on a page for a certain length of time? Is it after hours and your office is closed? These are just a few of the options giving you complete control over time as a variable.
Location of Visitor
Setting a trigger by Location of Visitor gives you the option to create triggers for visitors based on geographical location or by checking their online information. Are they outside your shipping range? Do they have a certain phrase within their hostname? Or are they located in a city where you have an office? You can even make specific triggers based on the visitor’s IP address.
Previous Visit Information
Treat your return customers with a little extra love using the Previous Visit Information option. Has the visitor made the trip to your site multiple times or maybe even had more than one conversation with you in the past? You could reward loyalty with a discount or even open up a channel of communication for that serial window shopper and potentially get them to finally make a purchase.
The Page Information option lets you set triggers based on the visitor's journey around your site. Have they visited your customer review page multiple times or gone from your landing page to the next step in your sales funnel? These are opportunities to reach out with messages to help with specific issues.
Basing a trigger on the Visitor Information option can be super helpful if you're running multiple marketing campaigns. Did your visitor come from a specific site? Maybe you wrote a guest blog on another site and included a link or you're running a paid social media ad. Knowing where your visitors came from can give you insight into why they've made it to your site. And that helps you narrow down what to say when striking up a conversation.
Software/Computer of Visitor
If you already have some information on the platform the visitor is using, the Software/Computer of Visitor option can help you make decisions about what sets off your trigger. Do you need to send out a different message to visitors on mobile devices? Or can you offer common support advice based on their browser or operating system?
Use the Online statuses to determine if a visitor is logged in and using tawk.to and to check if their status is set to online or away. It's pretty specific. However, if you don't want to bother someone whose status is set to away, this is the way to do it.
Finally, the Chat-related Information option is a handy way to sort your visitors who have already been involved in a chat. Do you want to send a quick message to ask them to rate their conversation after offering help, let them know you'll be with them shortly when they reach out to chat or maybe even send a pre-made response if the visitor uses a certain word?
All of the above options can help to create a trigger for certain types of visitors, and they can all be used together. Say a visitor from outside your country uses the word "Shipping." You could have a message with your shipping policies ready to go. Or maybe someone from the next town over is reaching out after you've closed up shop for the day. You could let them know where your offices are based and that they should try again tomorrow after you open. There are a lot of possibilities. The real question is, "Which message will make an impact on your business?"
This is the final part of creating an Advanced Trigger, now that you've decided on the conditions that set off your trigger, what do you want it to do? The most common option here will be to send the visitor a message. However, there are other possibilities. Do you want to set a delay, append a note or change the name of the visitor? Whatever you choose decides the final result of your trigger.
Once you've set up your trigger and you're happy with it, don't forget to click the green Save button in the bottom right corner. Once a trigger has been saved, you can then change the status of it to either Enabled or Disabled at any time.