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Proactive messages

This guide covers a feature of Cliedesk Pro. The free plugin is a complete help desk; see what Pro adds.

This is part of Cliedesk Pro. A proactive message offers help in the chat widget before the customer asks, for example after a minute on the checkout page. Open Proactive in the main menu.

Start from a recipe

  1. Open the Recipes tab.
  2. Choose a recipe, for example Checkout help after 60 seconds, and select Add as draft.
  3. Open the new message on the Messages and banners tab, change the text and select Test run.
  4. Activate it from the list.

Recipes for WooCommerce events (failed payment, delayed order) also add a paused workflow. Turn it on in Automation when you are ready.

What a message has

  • Type and format: a chat bubble, a card (image or video, a product, up to two buttons) or a banner.
  • Buttons: open the chat, start a conversation, ask a question, search help, open an article or a link, collect an email, rate, a WooCommerce order question or a coupon offer.
  • Page triggers: the page address, page type, time on the page, scroll depth, pages viewed, first or returning visit, device, signed in, cart value, a failed payment or coupon, and events from your site. Exit intent works on cart and checkout pages by default.
  • Audience: everyone, a segment, contact fields, language, country or WooCommerce customer data.
  • Schedule: a date range, weekdays, and during or outside business hours.
  • Options: who it comes from (the AI persona, an agent, a team or an online agent), where replies go (the AI agent first by default), how often it may show, the AI decision, the goal and an A/B test.

A message never shows while the customer is in a chat. The highest message in the list wins, and a visitor sees at most one per page.

How often customers see messages

In Settings → Automation → Proactive messages you set the limits. By default a customer sees at most 2 messages a day and 5 a week, at least 3 minutes apart. After a customer closes a message, they see no other for 24 hours. Service notices do not count.

Live visitors

Turn on Live visitors in Settings → Automation → Proactive messages to see who is on the site now. Visitors are listed only when the widget may run for them. Write a message and select Start chat: the visitor sees it in the widget.

Affected customers

On the Affected customers tab, prepare one notice for the customers linked to a tracker or in a segment. Select Preview, then Ask for approval. A supervisor approves it, and Cliedesk sends it slowly. Each reply comes back as a conversation.

Who can do what

People with Prepare proactive messages create and test drafts. People with Publish proactive messages activate, pause and archive them. Supervisors have both.