In this workflow, you'll learn how to initiate a live chat with someone on your website. For example, you can use this recipe to start a chat with a welcome message as soon as a user visits your website.
This article contains instructions for:
Live chat
You can proactively start a chat with customers after a set time. Initiate a proactive chat with customers visiting your website. Set a time condition to trigger a welcome message. In this example, the trigger sends a welcome message to customers after 30 seconds.
To create this trigger
- Add a Chat trigger
- If the trigger should fire only once per individual, select the Each visitor will receive this message only once checkbox
- In the Customize trigger section, select:
- Channel | Chat
- Run trigger | When a visitor has loaded the chat widget
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Check conditions | Check all of the following conditions:
- Still on site | 30
- Visitor previous visits | Equals | 0
- Visitor requesting chat | Is false
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Visitor served | Is false
- Select the actions under Perform the following actions
-
Send message to visitor | Name of agent |
Welcome! Can we help you with anything?
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Send message to visitor | Name of agent |
- Select Create triggers
Proactive messages
If you have messaging enabled on your account, you can use proactive messages to reach out to customers who are browsing your website. Then, you can choose what you want to happen if customers reply to your proactive messages.
To create this proactive message
- Create a proactive message
- Under Proactive message, add the message you want your customers to see, for example,
Welcome! Can we help you with anything?
-
Select and configuring the response type
- Under Rules > When to check the conditions, add:
-
Visitor is on the page | Minutes:
0
| Seconds:30
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Visitor is on the page | Minutes:
- Choose when you want to send the message under Schedule and how often under Frequency
- Select Save
5 comments
Kirsty White
Hello,
Is there a way this can work with the customer being idle on the page? I've been testing this feature and the only way it works is if they click on the widget and the message populates after the time period set up in the trigger.
Thank you
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Amanda M.
Thanks for reaching out to us with your question. I'm happy to help. It sounds like you want the web widget to open automatically when a visitor has been idle on a page for a certain amount of time. You want this to happen based on how long the customer has been idle. Is that correct? Looking forward to your response.
Best,
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Kirsty White
Hi Amanda,
Yes exactly, I have been testing this on our system and can only get this to work once the widget has been actively clicked on. I would like it to create a pop-up message on the widget while the customer is scrolling on a certain page. The triggers noted above don't seem to mirror this outcome.
Thank you
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Amanda M.
Although the ability to edit this function is outside of Zendesk's native features, it is possible to achieve with some customization work using some code to modify the HTML. The Core API section from our developer documentation for the Web Widget (Classic) API provides the JavaScript API for forcing the Web Widget to open. That document also contains complete API settings and commands for other advanced customizations for the Web Widget.
I hope this helps!
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Amanda M.
My apologies, I need to make a correction. It looks like I gave you the wrong information in my reply. You asked how to proactively load the chat widget when a visitor has been idle on your page. You can actually do this in a simpler way. This article will give complete details on how to set the trigger to load the chat widget after a certain amount of time. For quick reference, below is a snippet from that article of how your trigger should be set up.
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