Proactive Chat Triggers

Live chat triggers are automated messages your visitors see while browsing the website. Using chat triggers, it’s possible to track visitors and their activity, and also send them relevant chat invitations. They can thus prove very helpful for any business in sending personalized messages to the target audience and engaging with them proactively.

Chat triggers have a number of advantages, including:  

• They help proactively engage with your visitor at scale without losing a personal touch / without any agent intervention. 
• Triggers are effective in identifying the visitors based on their journey or on-side journey on your website. 
• A business can use triggers for hyper-personalization by targeting visitors with the right message at right time.  

You can go through the video tutorial to understand better how to use Auto-triggers.

Under the REVE Chat dashboard, go to the ‘General Settings’ under the Settings then click on auto triggers. You will get the trigger table with core elements like Priority, Trigger Name, Trigger Message, Status, and Action.  

• Trigger Name – helps to identify the type of trigger for the specific page with an appropriate name.
• Trigger Message – allows you to set a personalized message that can be used to start a proactive conversation.
• Status – shows if the trigger is active or not

How to add proactive chat triggers?

You can add triggers with a suitable title and personalized message. You can enable or disable the status as per requirement. But it is very important to choose the right proactive chat trigger. 

Go through the different ways of using proactive chat triggers along with best practices and examples.

Trigger Name

You have to give a title to the triggers you add such as pricing page trigger, integration trigger, etc.

Trigger Message

You can set a personalized message that helps you to provide a relevant experience right from the start.

Activate this Trigger

Here you need to choose one of two options

• Once per visit – It refers to visit during every session. 
• Once per unique visit – It means only one visit in a lifetime

When the Agents are 

• Online
• Offline
• Online or Offline

Trigger Conditions

Here are the different trigger conditions that can be applied for different use cases to engage customers better throughout their journey and deliver a great customer service experience. 

• Agent status – The Trigger fires based on whether the agent is online, offline, or any of these two.
• Visitor type – The trigger can be used based on whether the visitor is new or repeated. 
• Number of visits to the site – The trigger condition applies based on how many times a visitor has visited the site.
• Pages viewed in this visit – Based on how many pages the visitor has visited in this site (in the current session), the trigger can be used.
• Visitor device type –The trigger condition applies based on whether the visitor comes from a desktop or smartphone.
• Browsing Time – The actions are time-dependent and are executed at a specific time. When that specific time passes, the workflow rule re-evaluates the record to make sure that it still meets the rule criteria. 
• URL based – You can personalize triggers based on the pages that are mostly visited by your visitors and customers.
• Referral based – If a visitor is coming to you via some other websites, you can set triggers accordingly.
• Location based – You can create messages based on the location of your visitors.

Multiple conditions can be selected for a single trigger. There is an option called match all conditions. Selecting this option will ensure that the trigger will fire only if all of the chosen conditions are true.

Duration

You need to define the exact duration to trigger the specific message.

Once you fill up all the fields you have to click “Create Trigger” to add triggers to the Trigger Table.

How will chat triggers appear?

For example, if you have set chat triggers for the pricing page, then any visitor coming to this page will get a chat pop-up with the personalized message you have set. This can work like a great chat invitation and help in boosting engagement and driving leads. 

What next? 

• Chat routing setup and chat distribution among agents
• Organize and label chats using chat tags