Setting up a Basic - Chat Rescuer Trigger


The Basic - Chat Rescuer Trigger lets you send an automated message to a visitor once they have requested a chat. The message is sent after a period of time (set by you) if no one has joined the chat.

It’s a great way to engage visitors after they have requested a chat and will keep them waiting longer, giving you more time to respond. You can also craft your message instructing them to leave their contact details. That way, if you don't end up responding to the chat, you'll still be able to follow up on the query.

You can create more than one Basic - Chat Rescuer Trigger in your account. 

NOTE: The instructions below can only be completed from a browser or the desktop apps. They cannot be completed in the mobile app.

Please note that if you have multiple properties, check to make sure you're viewing the correct one. Hover over the current property name in the upper-left menu to select a new property from the list.

How to set up the trigger:

Make your way to the ⚙️ Administration panel by selecting the gear icon in the upper tab menu.

Then, go to SettingsTriggers.

To set up a Trigger, click the green Add Trigger button on the upper right-hand corner of the screen.

From the drop-down menu titled Trigger Type, select the Basic - Chat Rescuer Trigger.

The Trigger Name enables you to easily identify the trigger in the Triggers menu. The name will not be visible to the customer.

The Delay shows how long the system will wait before sending the visitor the message. If you respond to the chat during this period of time, the system will not send the message.

The Agent Image is the image that will be associated with the trigger. You can select one of our Avatars or upload your own image. We recommend using a real image as it helps to build a rapport with the visitor.

The Agent Name is the name that will appear in the trigger message.

Here are a couple of example messages you can customize:

“ Thanks for your patience. We shouldn’t be too much longer. If you can’t wait, please leave your name and contact details, and we’ll get back to you shortly.”

“ Thanks for reaching out. Please hold while the next agent becomes available. We'll be with you shortly! ”
“ Looks like the team is still busy helping other customers. We'll be with you as soon as we can.

If you can’t wait, please leave your name and contact details, and we’ll get back to you shortly. ”

Suggested Messages are optional text choices shown to the visitor. It prompts the visitor on how they should respond. You can add up to four Suggested Messages for each Trigger Message.

Once you have entered all the details, be sure to click the green Save button to confirm any changes you’ve made.

That’s it — you’ve successfully created a Basic - Chat Rescuer Trigger! Now you can reach out to visitors waiting to chat and capture their details, so you can get in touch later.

Need help a basic chat rescuer trigger? Reach out to our support team or schedule a call

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