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Proactive messaging doesn't come up again, unless I clear the cookies



Posted May 29, 2024

I am trying to understand how proactive messaging should work, I am relating to this article 

 

2. Under Frequency,choose how often a customer will receive a proactive message:

  • Once per customer. Message will only show the first time the customer meets the conditions. After clearing the browser’s cache, the customer will be treated as a new user at their next visit and will see the message again.
  • Once per visit. After the message is opened or dismissed, it won't show again until the customer’s next visit.
  • Every time the conditions are met. Recommended only for critical or time-sensitive messages.

In my understanding, when I set up the frequency as “Every time the conditions are met”, the proactive message will come up every time the conditions are met, so for example if the trigger is opening a certain web page, every time when this page is opened proactive will fire. 

The problem I am having is that it will only fire one time, and then it will not fire at all when I refresh the browser and go to the same page, but only if I clear the cookies on browers. 

 

Is anyone experiencing the same problem? Is this an issue at all, or is it supposed to work that way? As if it is, then in my opinion having the above “frequency” settings is pointless. Only the “Once per customer” is mentioning clearing the browser's cache, and the other two settings are not.

Any explanation would be appreciated.
Thank you!

 

 


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2 comments

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Jakub Tabaka ,

I went ahead & created a ticket on your behalf to look into that further. Because I just tried it on my test account and the message did pop-up everytime I went to a different part of my Help Center. Please keep an eye out for our Email on the matter

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Hello Dainne, thank you very much

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