Targeting key visitors with proactive chat

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  • Jennifer Holmes

    We have started using these proactive chats quite a bit. However there doesn't appear to be a way where we can prompt the customer to give us their name and email address so they just get known as "Visitor 1499859311" which is not very good when they are your key contacts Any ideas how we can get round this issue.

  • Jessica Hopcraft

    Would the trigger only fire during business hours?

  • Sergiu Birca

    Hi Jessica,

    The Schedule functionality (that can be used to set up business hours) will not allow agents to set themselves as Online outside of business hours. As a consequence, the widget will not be in the active state and the proactive trigger will not be applied.


  • Annette Bernardino

    Can I hyperlink text in the initial chat message? 

  • Jose Gonzales

    I agree with Jennnifer. Is there a way to capture the customer's name and email if a trigger has been sent?


  • Ramin Shokrizadeh

    @Annette if you enter a URL, it should automatically get hyperlinked in the widget.

    @Jose there is no way to present the pre-chat form to collect that information when a trigger fires. One solution customers have done is send two messages in the trigger, the second asking them for their name and email address. Then, the agent can fill the information out for the visitor. 

  • Ferdi Mack

    @Ramin it would be extremely useful if we could get the pre-chat form to still be required even if a trigger initiates an outbound chat in order to require the user to input their identifying info (name, email address). I view this as a rather important option that you should offer. The chat-initiating triggers are of little use to us otherwise, and we'd really like to use them!

  • Cenk Tukel


    I agree with Ferdi (I know, I joined this conversation 5 months late) that triggers should be able to:

    • make the chat widget pop-up to attract attention (regardless of agent being live or online)
    • ask a question to the visitor,
    • make the visitor enter her email/ name and question (or ask the visitor to check the KB)
    • get the question to support as a ticket
  • Alban Leandri

    @Ramin I love the idea of using more the proactive chats. But yeah, it's important that we know their email. In my case, users are authenticated already, therefore we know their email for example. Would it make sense if we update automatically their email (and other information we have) so that proactive chat would not be blind? If yes, how should it be done? What API, What endpoint? Can this kind of integration be done from the front end, with Google Tag Manager? Is it safe. I am already using it for the Zendesk snippet tag. Thank You

  • Ramin Shokrizadeh

    If they are authenticated in your website already, you can look at using authenticated visitors to pre-fill the information for the visitor:

    This will mean triggers will fire and you will still have the visitor information. It should be fine using Google Tag Manager, you just need to ensure the API is fired on every page change.

    Since you are using the Web Widget, you will need to be in the new integrated chat experience EAP. You can sign up for it here:

  • Justin

    Is it possible to proactively chat with customers who have previously purchased from our website and then returned to the site again?

  • Ramin Shokrizadeh

    Hi Justin,

    Currently, Chat triggers are not built to support that use case. Zendesk has another product called Connect which is designed better for that type of proactive messaging based on past purchases.

    You can learn more about the Connect product here:



  • Vivek Mishra


    Is there any way by which we can implement same functionality on android chat sdk? As far as i can see i could not find any function exposed by zendesk to support proactive chat



  • Sergiu Birca

    Hi Vivek,

    Chat SDK does not allow for any action before the customer initiates a chat. In this case, sending a proactive chat to your visitor is not possible through mobile apps.

  • Ben Chapman

    I've been trying to troubleshoot this with Chat Support for a few weeks to no avail.  We have agents in different Departments; and as such, they are restricted to only seeing chats in their respective Departments.

    One would think you could apply the Department through the Proactive Triggers, but this works for firing other Triggers and Rules, but DOES NOT update the Visitor Department on the Visitors UI; so the Department restricted Agents do not see these Visitors.

    The only way Departments are updated and become visible on the Visitor UI is AFTER the visitor manually responds and submits something via the chat console.

    Has anyone else had this issue or know a way to resolve it?

    Thanks Much!



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