Announcing Proactive Messages in Messaging

Rollout start	Rollout end
March 27, 2023	March 30, 2023

What's changing and why?

We are thrilled to announce, launch of Proactive messages for our messaging customers. It’s our latest addition to make conversational experience powerful and provide a great out of the box streamlined experience.  

Proactive messages help brands in reaching out to customers even before they initiate a conversation. Proactive messages helps businesses in these use cases 

1. Provide proactive support, such as offering automated self-service based on user behavior and interaction history, as well as show delays on product delivery and scheduled maintenance;
2. Drive customer engagement, acquisition and retention with greetings messages guided onboarding and announcements; and
3. Increase sales and conversion rates with targeted messages based on user events and past interactions.

Some of the key Proactive messages  feature includes 

• Ability to send proactive messages for Web & Mobile channels. 
• Rules to control which customer can see the proactive messages 
  • Time Spent on the page or a screen - for example sending a message at a page load or when customer spends 60 seconds on a page
  • Page URL - Page URL that current end user is on 
  • Page Title /Screen Name - Page 
  • Language - customer’s device language
• New capability to configure a Bot when a customer responds back to a proactive message. 
• Frequency options to configure how frequently a proactive message is sent example sending a message every-time conditions are true Vs. sending  a proactive message per visit.
• Business hour configuration helping brands to decide when they want to send the proactive messages during or outside of business hours.
• Admins can also see the metrics to determine the impact of the proactive messages, by looking at metrics on proactive messages sent, opened by customers and replied to by the customers. 
• We’re also automatically tagging tickets with proactive message name and proactive tag that can help admins track key ticket metrics for proactive messages.

Key Experience elements

Proactive messages Page

Bot configuration 

Customer experience 

What do I need to do?

Please note that Proactive messages are now available for Web & Mobile channels and we are not supporting social messaging channels. You can now start configuring proactive messages from the Admin Center, and can learn more about setting up proactive messages from HC articles linked below. 

• About Proactive Messages 
• Creating Proactive Messages for Web Widget 
• Creating Proactive Messages for Mobile SDKs 

Please share your valuable feedback as we are committed to constantly improve product  experience.