Proactive chat

Automatically engage website visitors with targeted messages at the perfect moment to turn browsers into buyers

Who can use this feature?

• This feature is available for all users

What is Proactive chat?

Proactive chat sends targeted messages to website visitors before they ask questions.

Instead of waiting for customers to contact you, these campaigns reach out at key moments in their shopping journey to guide them toward purchases.

Why use Proactive chat?

• Turning visitors into customers: Welcome new visitors and guide them to relevant products instead of letting them browse aimlessly.

• Recovering lost sales: Automatically target customers who add items to cart but haven't completed purchase with incentives or assistance.

• Growing your email list: Offer exclusive discounts to visitors who subscribe to your newsletter at strategic moments.

• Increasing average order value: Recommend bestselling or complementary products when customers show buying intent.

Proactive chat templates

Chatty provides pre-built templates to help you create effective proactive chat campaigns quickly.

Each template is designed for specific customer scenarios and includes proven messaging that drives results.

Welcome visitors

• Purpose: Greet new visitors with personalized messages

• Best for: First-time visitors, high-traffic pages, brand awareness

• Message: "Hi there 👋 How can we help you?"

• When to use: Homepage, category pages, landing pages

Subscribe newsletter

• Purpose: Capture customer emails with exclusive offers

• Best for: Lead generation, building email lists, offering discounts

• Message: "Don't miss out! 🔥 Discover the special offers we've tailored for you!"

• Send with discounts

• When to use: Product pages, before exit intent, repeat visitors

Product recommendation

• Purpose: Boost sales by recommending relevant products

• Best for: Cross-selling, showcasing bestsellers, personalized shopping

• Message: "You might like this product! 🧡"

• Send with product information

• When to use: Category pages, product detail pages, checkout process

Cart booster

• Purpose: Convert cart abandoners with small incentives

• Best for: Cart recovery, increasing order completion, urgency campaigns

• Message: "Good choice 🛍️ Thanks for your interest! Want to learn more or place an order now?"

• Send with discounts or product informaation

• When to use: Cart page, checkout abandonment, delayed purchase

How to set up proactive chat

1

Go to Proactive chat

2

Click Create proactive chat

3

Choose your type

• Welcome visitor: Greet new visitors and guide them to products

• Subscribe newsletter: Capture emails with discount offers

• Product recommendation: Show relevant products to browsing customers

• Cart booster: Target customers with items in cart

4

Configure settings

Campaign details

• Campaign name: Enter a name to identify this campaign in your dashboard

• Activate campaign: Turn on to make the campaign live on your storefront

Targeting options

• Trigger options: When to send proactive chat

• Pages: Select which pages show this campaign (If you select specific pages, click Enter after URL to add)

• Audience: Choose who sees the campaign (all visitors or returning customers)

• Devices: Select desktop, mobile, or both

• Display time: Set when the campaign appears (after page load, scroll percentage, or time delay)

• Display duration: Choose how long the campaign stays visible

Message content

• Proactive message: Write the message that appears above your chatbox.

• Rich content: You can send product suggestions with proactive message (available in "Product recommendations" and "Cart booster")

• Chat message: Customers receive a message (similar to proactive message) when they click the teaser. Discount will be sent together with messages. (available in "Subscribe newsletter" and "Cart booster")

5

Activate proactive chat

• Check Preview to see how your campaign appears on your storefront.

• Click Activate to make your campaign live

Campaign priority

When multiple campaigns could show at the same time, they are shown based on priority:

1. Highest priority campaigns show first

2. Many campaigns can display per visitor per session

3. Set priorities in campaign settings (1 = highest priority)

Marketing double opt-in (in Subscribe newsletter)

By enabling this option, customers will receive a confirmation email to confirm their subscription before get the discount.

Timing best practices

• Welcome messages: 5-10 seconds after page load

• Product recommendations: After 30-50% page scroll

• Cart boosters: 2-3 minutes after adding items to cart

• Newsletter signup: Before exit intent or after browsing multiple products