Plan requirement
| Subscription | Suite Growth or higher |
| Access | Admin |
A proactive message opens a conversation with a visitor before they ask. Powerful, and easy to overdo.
Create one
- Open Admin Center, then Channels, then Messaging and social, then Proactive messages.
- Create a proactive message.
- Set the conditions: which pages, how long on the page, which visitors.
- Write the message.
- Set how often a visitor may receive it.
- Publish and watch the response.
Be specific about when
The difference between useful and irritating is entirely in the conditions.
- Good: on the returns page, after ninety seconds, once per visitor.
- Bad: on every page, after five seconds, every visit.
The first reads as noticing somebody might be stuck. The second reads as a pop-up.
Offer something specific
"Can we help?" gets ignored. "Looking for our returns policy? I can send you the link" gets answered, because it demonstrates that the message is about the page they are on.
Only when you can answer
A proactive message outside business hours invites a conversation nobody is having. Condition them on being open, or they generate exactly the frustration you were trying to prevent.
Measure whether it works
Look at how many are accepted against how many are sent, and what happens to the conversations that start. A message with a very low acceptance rate is being ignored, which is a cost even when nobody complains.
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