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 > Chat Triggers in your Deskwoot dashboard.
2. Click "Add Trigger" to open the trigger configuration form.
3. Compose the message you want visitors to see. Keep it concise, friendly, and action-oriented.
4. Set a delay to control how many seconds after the page loads the message should appear.
5. Optionally, configure page targeting to display the trigger only on specific URLs or URL patterns (for example, your pricing page or checkout flow).
6. Save the trigger and verify it by visiting your website in an incognito or private browser window.

Best-Practice Tips

• Don't fire too early. A delay of at least 5,10 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. Test in an incognito window to rule out browser caching issues.
• Message shows on every page: Verify that page targeting is configured. If no URL filter is set, the trigger will fire site-wide.
• Delay feels too long or too short: Revisit the delay value. Consider the average time a visitor spends on the targeted page and adjust accordingly.

Frequently Asked Questions

Can I have multiple chat triggers active at the same time?

Yes. You can create several triggers with different page targets and delays. Just be mindful of visitor experience. Avoid stacking multiple triggers on the same page.

Will a trigger fire again if a visitor has already dismissed it?

Typically, once a visitor closes or interacts with a trigger message during their session, it will not reappear. This prevents repetitive interruptions.

Do chat triggers work on mobile devices?

Chat triggers display wherever the Deskwoot live chat widget is loaded, including mobile browsers. Make sure your message text is short enough to read comfortably on smaller screens.