Setting up Chat Triggers

Introduction

Chat Triggers are proactive messages that appear to website visitors based on conditions you define. Instead of waiting for customers to start a conversation, triggers let you reach out at just the right moment. Welcoming new visitors, offering help on specific pages, or re-engaging users who have been browsing for a while. When configured thoughtfully, chat triggers can significantly boost engagement and reduce support response times.

Creating a Trigger

Follow these steps to set up your first chat trigger:

1. Navigate to Settings > Inboxes, open your live chat inbox and switch to the Configuration tab. The Chat triggers section is there.
2. Click "Add trigger" and give the trigger a name.
3. Compose the message you want visitors to see. Keep it concise, friendly, and action-oriented.
4. Under Conditions, set Time on page to control how many seconds after the page loads the message should appear. A new trigger starts with 20 seconds.
5. Optionally, click Add condition and pick URL contains to show the trigger only on matching pages (for example, your pricing page or checkout flow), or Returning visitor: someone who opened your chat or wrote to you before, in the same browser. Visiting your site before without opening the chat does not count. Every condition has to match.
6. Leave Show at most once per visit on, click Save chat triggers and verify the trigger by visiting your website in an incognito or private browser window.

Best-Practice Tips

• Don't fire too early. A time on page of at least 5 to 10 seconds gives visitors time to orient themselves before a message pops up. Messages that appear instantly can feel intrusive.
• Tailor the message to the page. A generic "How can we help?" works on a homepage, but on a product or pricing page you can be more specific. For example, "Have questions about our plans? We're happy to help."
• Limit the number of triggers per session. Bombarding a visitor with multiple proactive messages across pages creates a poor experience. Start with one or two well-placed triggers and measure the results before adding more.
• Review performance regularly. Check how often triggers lead to actual conversations and adjust wording, timing, or targeting as needed.

Common Pitfalls & Troubleshooting

• Trigger not appearing: Make sure the Deskwoot chat widget is correctly installed on the page you are targeting and Trigger enabled is on. Triggers also pause while the visitor already has a conversation in the widget. Test in an incognito window to rule out browser caching issues.
• Message shows on every page: Add a URL contains condition. Without one, the trigger fires on every page where the widget loads.
• Delay feels too long or too short: Revisit the Time on page value. Consider the average time a visitor spends on the targeted page and adjust accordingly.

Frequently asked questions