What is proactive messaging?
Proactive messaging is the technique of automatically opening a chat with a website visitor based on their behavior, rather than waiting for them to click the launcher. Done well it boosts conversion. Done badly it feels like every site on the internet at once.
Common triggers
Time on page (visitor has been on pricing for 90 seconds), scroll depth (visitor scrolled to the FAQ), exit intent (cursor moved toward the close button), repeat visit (visitor is back for the third time), and cart abandonment (visitor has items in cart and is idle).
Done right
Specific, relevant, infrequent. "Have a question about Pro vs Enterprise pricing?" on the pricing page after 60 seconds is helpful. "Hi, how can I help?" on every page after 5 seconds is annoying. Aim for triggers that fire on intent signals rather than just time.
Done wrong
Every page, every visitor, every 10 seconds. The pop-up becomes adversarial. Modern browsers and ad-blocker users actively block widgets that behave this way. Frequency caps and per-visitor cookies prevent the worst pattern.
See it working on message.com.
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