Trigger — send a message when the visitor maximizes the widget
The instructions below are for desktops and laptops only.
This guide walks you through creating this trigger in two ways:
- Using a Basic trigger (quick and easy setup)
- Using an Advanced trigger (more control and customization)
Steps to create a basic trigger
3. Click Administration on the left navigation bar.
4. Click Triggers under Settings in the left submenu.
5. Click Add Trigger in the upper right.
6. On the trigger setup page, select Basic - Widget Maximized under Trigger Type.
Note: Once a trigger is created and saved, the Trigger Type cannot be changed. The field will appear greyed out when editing the trigger. To use a different trigger type, you’ll need to create a new trigger.
7. Enter a Trigger Name and Description (for internal reference).
8. Set the Delay time (how long to wait before sending the message).
9. Enter the Visitor page URL (if you want the trigger to run only on specific pages).
10. Enter the Agent’s Name and customize the profile image (optional).
11. Set the Trigger Message:
- Select an existing shortcut, or- Type a custom message.
You can use this message to:
- Welcome visitors,
- Offer assistance,
- Highlight a promotion, or
- Guide them to a resource.
12. Click Save when you’re done.
Your trigger will now send a message whenever a visitor maximizes the chat widget (based on your settings).
Setting up an advanced trigger
1. On the Triggers settings page, click Add Trigger in the upper right.
2. Choose Advanced under Trigger Type.
3. Enter the Trigger Name and Description.
4. Under Run Trigger, choose When a visitor has maximized the chat widget.
5. Under Check, choose to check all or any of the selected conditions, and set the conditional requirements for your trigger.
For example:
- Still on site — No delay: The visitor remains active on your site and receives the message immediately.
- Visitor served — Is False: The visitor is not currently in a chat conversation.
These conditions help you avoid sending messages to visitors who are already chatting with an agent.
6. Set the relevant Actions for your trigger. If you choose to send a message, you can set the Agent’s Name and profile image, and enter the message you want to send.
7. Click Save when you’re done.
Your advanced trigger will now run based on the rules you configured.
Best practices
If the “Welcome message” (Basic – Site Notification) trigger is enabled, visitors will always see it first when they open the chat widget.
If you want visitors to receive a message only when they maximize the widget, disable the Welcome message trigger to prevent overlapping greetings.
Additional considerations
- Check for trigger conflicts
Review your other active triggers to make sure they do not: - Send multiple messages at the same time
- Target the same page with different messages
- Overlap in ways that confuse visitors
When multiple triggers apply to the same action, visitors may receive more than one automated message. Keep your messaging clear and intentional.
- Keep your message short and helpful
When a visitor maximizes the widget, they may already be looking for help. Use concise, friendly language and guide them toward the next step.
Related guides
Advanced triggers
Setting up a Basic - Chat Rescuer Trigger
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
Advanced Trigger — send a message to a visitor based on the number of visits to your website
How to greet visitors with a welcome message using a Trigger
How to maximize the widget after a trigger
How to make the widget appear after a trigger
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