Plan requirement
| Subscription | Suite Team or higher |
| Access | Admin |
Yes, from your own website code. A proactive message does not open it, which trips people up.
How do I make the widget open by itself?
zE('messenger', 'open') opens the messaging Web Widget and zE('messenger', 'close') closes it. That is the only way it opens.
A proactive message puts its text above the messaging launcher button. The window opens when the visitor clicks that text, not before.
Open is not the same as show
Open and close drive the messaging interface; show and hide decide whether the widget is on the page at all. hide removes every part of it, before or after page load; the widget shows by default, so show only undoes a hide. A page where somebody left one in place looks exactly like a broken installation.
Should it open the moment the page loads?
Usually not. It covers the page they came to read, before they know whether they have a question. Give the proactive message conditions instead.
What you can condition on
Page URL, Page title, Visit history (new or returning user), device language, and business metadata you pass in yourself. The check runs when the visitor loads the page, or once they have been on it for a time you set in minutes and seconds.
When it may fire, and how often
Any time the conditions are met, only during business hours, or only outside them; the last two need business hours on the channel. Frequency is once per customer, once per visit, or every time, which Zendesk keeps for critical or time-sensitive messages.
Before you build one
Proactive messages need a Suite plan, Agent Workspace and messaging on, and a Web Widget channel. You get 140 of them, and none reach somebody already in an active conversation.
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