{"Status":true,"Message":"","Response":{"post":{"postuid":"494fe0b1-d6e8-483e-b11b-6c155946ffa9","tenantuid":"d8b744fc-2e70-4089-bb80-dd1d08f6c7b2","projectuid":"fc6490ac-7527-4f49-b06e-46f701280e85","title":"Chat Proactive Messages","slug":"article/chat-proactive-messages","html":"\u003Cp\u003EProactive messages let the messenger start the conversation on pages you choose. For example, visitors to your pricing page could see \u0022Questions about pricing? I can help you pick the right plan.\u0022 after a few seconds. Set them up under \u003Cb\u003EInbox\u003C/b\u003E, then \u003Cb\u003EMessenger settings\u003C/b\u003E, then the \u003Cb\u003EProactive messages\u003C/b\u003E tab.\u003C/p\u003E\u003Ch2 id=\u0022creating_a_proactive_message\u0022\u003ECreating a proactive message\u003C/h2\u003E\u003Cp\u003EClick \u003Cb\u003EAdd a message\u003C/b\u003E, fill in the fields below, and click \u003Cb\u003ESave settings\u003C/b\u003E. You can have up to 20 proactive messages.\u003C/p\u003E\u003Cp\u003EEvery proactive message appears as a bubble above the chat button, on computers and phones alike. The messenger never opens on its own: the visitor clicks the bubble to open the chat with your message.\u003C/p\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003EField\u003C/th\u003E\u003Cth\u003EMeaning\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003EOn pages matching\u003C/td\u003E\u003Ctd\u003EThe page or pages to show it on. See \u003Cb\u003EChoosing pages\u003C/b\u003E below.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAfter (seconds)\u003C/td\u003E\u003Ctd\u003EHow long the visitor is on the page before the message appears (0\u2013120)\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EHow often\u003C/td\u003E\u003Ctd\u003E\u003Cb\u003EOnce per visit\u003C/b\u003E, \u003Cb\u003EOnce per visitor, ever\u003C/b\u003E, or \u003Cb\u003EEvery time\u003C/b\u003E\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAlerts go to\u003C/td\u003E\u003Ctd\u003EThe team that conversations started from this message are routed to, or \u003Cb\u003EDecide automatically\u003C/b\u003E to use the usual routing. A team you\u0027ve just added can be picked once it\u0027s saved.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EMessage\u003C/td\u003E\u003Ctd\u003EWhat the AI agent says, up to 500 characters. \u003Ccode\u003E{title}\u003C/code\u003E is replaced with the page\u0027s title. See \u003Cb\u003EUsing the page title\u003C/b\u003E below.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ESuggested questions\u003C/td\u003E\u003Ctd\u003EOptional. Up to 4, one per line. They appear as buttons under your message, and replace the messenger\u0027s usual suggested questions on these pages.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EOn\u003C/td\u003E\u003Ctd\u003ETurn a message off to keep it without using it. \u003Cb\u003ERemove\u003C/b\u003E deletes it.\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/131dd509809942729c5b5b075c88a2ac.png?v=-198836563\u0022 data-width=\u0022986\u0022 data-height=\u0022928\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022Proactive messages settings with two messages, one using {title} on blog pages\u0022/\u003E\u003Cfigcaption\u003EMessenger settings, Proactive messages tab\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch2 id=\u0022choosing_pages\u0022\u003EChoosing pages\u003C/h2\u003E\u003Cp\u003EA path on its own matches on every site the messenger is installed on:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003E\u003Ccode\u003E/pricing/\u003C/code\u003E matches that page, with or without the trailing slash.\u003C/li\u003E\u003Cli\u003E\u003Ccode\u003E/blog/*\u003C/code\u003E matches every page under /blog/, such as /blog/my-post/, but not the blog\u0027s home page /blog/ itself. \u003Ccode\u003E*\u003C/code\u003E stands for at least one character. To include the home page too, add a message for \u003Ccode\u003E/blog/\u003C/code\u003E, or use \u003Ccode\u003E/blog*\u003C/code\u003E.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003ETo target one site, start the pattern with its host:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003E\u003Ccode\u003Eapp.example.com/\u003C/code\u003E matches only that site\u0027s home page.\u003C/li\u003E\u003Cli\u003E\u003Ccode\u003Ewww.example.com/pricing/*\u003C/code\u003E matches only that site\u0027s pricing pages.\u003C/li\u003E\u003Cli\u003E\u003Ccode\u003E*.example.com/\u003C/code\u003E matches the home page of every subdomain.\u003C/li\u003E\u003Cli\u003EA host on its own, such as \u003Ccode\u003Eapp.example.com\u003C/code\u003E, means its home page.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EIf you paste a full address, the \u003Ccode\u003Ehttps://\u003C/code\u003E is removed. Matching ignores capitalization and query strings. The first message in the list that matches a page is the one used, so put site-specific messages above general ones. Team page lists in \u003Ca href=\u0022/article/chat-notifications-and-teams\u0022\u003EChat Notifications and Teams\u003C/a\u003E use the same patterns.\u003C/p\u003E\u003Ch2 id=\u0022using_the_page_title\u0022\u003EUsing the page title\u003C/h2\u003E\u003Cp\u003EPut \u003Ccode\u003E{title}\u003C/code\u003E in a message and it becomes the title of the page the visitor is on. That lets one message work across many pages. For example, a message on \u003Ccode\u003E/blog/*\u003C/code\u003E can say \u003Ci\u003E\u0022If you have questions about {title}, feel free to ask me.\u0022\u003C/i\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EThe title is the page\u0027s sharing title if it has one, otherwise its browser title.\u003C/li\u003E\u003Cli\u003EA site name at the end is dropped when it matches your site, so \u0022Using email to SMS gateways - DailyStory Blog\u0022 becomes \u0022Using email to SMS gateways\u0022.\u003C/li\u003E\u003Cli\u003EIt\u0027s used as plain text, up to 120 characters.\u003C/li\u003E\u003Cli\u003EA page with no title gets \u0022this page\u0022.\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u0022how_the_ai_answers_conversations_a_message_starts\u0022\u003EHow the AI answers conversations a message starts\u003C/h2\u003E\u003Cp\u003EEach message has a \u003Cb\u003EWhen a visitor replies, the AI\u2026\u003C/b\u003E box. These settings suit a blog in particular: visitors ask about the post they\u0027re reading, and you\u0027d like to point them to your product documentation too.\u003C/p\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003ESetting\u003C/th\u003E\u003Cth\u003EWhat it does\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003EAlso answers from\u003C/td\u003E\u003Ctd\u003EAnother project in your account that the AI searches too, in these conversations only, such as your blog. It doesn\u0027t have to be one of your \u003Ca href=\u0022/article/chat-knowledge-sources\u0022\u003Eknowledge sources\u003C/a\u003E, so other chats aren\u0027t affected.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EReads the page they\u0027re on\u003C/td\u003E\u003Ctd\u003EThe AI is given the article the visitor was reading when they started the chat, so a question like \u0022when was the first smartphone?\u0022 on a smartphone-history post is answered from that post. It works when the page is a published article in the project above or in one of your knowledge sources.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ESuggests related help articles\u003C/td\u003E\u003Ctd\u003EAfter answering, the AI ends with a short line linking up to two articles from your knowledge sources that fit what the visitor is reading about. It skips this when nothing fits, and never links the page they\u0027re already on.\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Cp\u003EFor example, a message on \u003Ccode\u003E/blog/*\u003C/code\u003E that says \u0022Have questions about {title}? Just ask me, I can help.\u0022, with \u003Cb\u003EAlso answers from\u003C/b\u003E set to your blog and both options on: a reader of a post on the history of smartphones gets answers from that post, plus a pointer to your guide on text-message marketing when it\u0027s relevant.\u003C/p\u003E\u003Cp\u003EThe AI only ever reads your published articles: the page is found from its address, never from text sent by the browser. These settings apply to every AI answer in the conversation, and to \u003Cb\u003EDraft with AI\u003C/b\u003E in the inbox.\u003C/p\u003E\u003Ch2 id=\u0022visitors_are_never_interrupted\u0022\u003EVisitors are never interrupted\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003EIf a visitor already has the messenger open, or is mid-conversation, no proactive message appears.\u003C/li\u003E\u003Cli\u003EThe message always appears as a bubble above the chat button, on every screen. It never opens the chat uninvited.\u003C/li\u003E\u003Cli\u003EA soft chime plays as the bubble appears, if the visitor has already clicked, tapped or typed on the page. Browsers don\u0027t allow a page to play sound before that, so for a visitor who has only scrolled, the bubble appears silently.\u003C/li\u003E\u003Cli\u003EOn single-page apps, messages are checked each time the page changes.\u003C/li\u003E\u003C/ul\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/11e30ed01d8e40b3a39ad52966b58cf9.png?v=-1815793900\u0022 data-width=\u00221100\u0022 data-height=\u0022720\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022A pricing page with the proactive message shown as a bubble above the chat button\u0022/\u003E\u003Cfigcaption\u003EWhat visitors see: a proactive message as a bubble\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch2 id=\u0022when_a_visitor_replies\u0022\u003EWhen a visitor replies\u003C/h2\u003E\u003Cp\u003EYour message becomes the first line of the conversation, so the AI and your team see what the visitor was responding to. The conversation goes to the team you chose under \u003Cb\u003EAlerts go to\u003C/b\u003E, and the new-chat alert notes that it came from a proactive message.\u003C/p\u003E\u003Ch2 id=\u0022starting_a_chat_yourself\u0022\u003EStarting a chat yourself\u003C/h2\u003E\u003Cp\u003EProactive messages are automatic. Your team can also start a conversation with a particular visitor from \u003Cb\u003EVisitors online\u003C/b\u003E in the inbox. See \u003Ca href=\u0022/article/using-the-chat-inbox\u0022\u003EUsing the Chat Inbox\u003C/a\u003E.\u003C/p\u003E\u003Ch2 id=\u0022ideas\u0022\u003EIdeas\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003E\u003Ccode\u003E/pricing/\u003C/code\u003E: \u0022Questions about pricing? I can help you pick the right plan.\u0022 Alerts go to Sales, with suggested questions such as \u0022What does it cost for my list size?\u0022 and \u0022Can I talk to sales?\u0022\u003C/li\u003E\u003Cli\u003E\u003Ccode\u003E/request-a-demo/\u003C/code\u003E: \u0022Want a quick answer before you book a demo? Ask me anything.\u0022\u003C/li\u003E\u003Cli\u003E\u003Ccode\u003E/blog/*\u003C/code\u003E: \u0022If you have questions about {title}, feel free to ask me.\u0022\u003C/li\u003E\u003Cli\u003E\u003Ccode\u003Eapp.example.com/\u003C/code\u003E: \u0022Welcome back! Ask me anything about your account.\u0022 Placed above any general home page message, so only your app\u0027s home page gets it.\u003C/li\u003E\u003Cli\u003E\u003Ccode\u003E/docs/getting-started*\u003C/code\u003E: \u0022New here? Ask me anything about getting set up.\u0022\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003ESee also \u003Ca href=\u0022/article/chat-notifications-and-teams\u0022\u003EChat Notifications and Teams\u003C/a\u003E and \u003Ca href=\u0022/article/what-visitors-see-in-the-chat-messenger\u0022\u003EWhat Visitors See in the Chat Messenger\u003C/a\u003E.\u003C/p\u003E","publish_status":0,"post_type":"Article","authoruid":"3dde8c16-763a-4a2b-ae0b-1d8c50c62e3d","author":{"authoruid":"3dde8c16-763a-4a2b-ae0b-1d8c50c62e3d"},"featured_image_updating":false,"meta_description":"Learn how to create proactive messages that start conversations on specific pages, engaging visitors without interruptions and boosting support efficiency.","display_toc":true,"has_workingcopy":false,"allow_indexing":true,"sort_order":12,"total_views":6,"date_published":"2026-09-26T16:43:00","date_updated":"2026-10-20T17:22:13.923","date_created":"2026-09-26T16:30:04.95"}}}