Proactive chat
Reach out before visitors ask
Don't wait for visitors to click the chat button. When you see someone on an important page, you can start the conversation yourself and the chat opens right on their screen.
Proactive chat is available on the Growth plan and above.
Start a proactive chat
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Open the live visitor list
Head to the Visitors view to see who's browsing right now.
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Pick a visitor and send a message
Choose someone, write a friendly opener, and send. A conversation is created and pushed to their browser.
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The widget opens on their screen
Your message appears in the chat widget on the visitor's page, ready for them to reply. From there it's a normal conversation in your inbox.
What makes a good proactive message
- Be specific to where they are: a pricing page question reads very differently from a checkout nudge.
- Keep it short and human. One helpful line beats a wall of text.
- Offer help, don't sell. "Anything I can help you find?" lands better than a pitch.
- Give it a moment. Reaching out the instant someone lands can feel pushy.
Frequently asked questions
What is proactive chat?
Proactive chat lets you start the conversation with a visitor instead of waiting for them to click the chat button. Your message opens in the widget on their screen.
How do I start a chat with a visitor first?
Open the live Visitors list, pick someone who is browsing, and send a message. A conversation is created and pushed to their browser.
When should I send a proactive message?
Reach out when a visitor is on an important page, like pricing or checkout. Keep it short and helpful, offer help rather than a pitch, and give it a moment so it does not feel pushy.
Which plan includes proactive chat?
Proactive chat is available on the Growth plan and above.
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