Documentation

Chat Messages

Chat messages are proactive engagement elements that send a personalised message to a website visitor through the chat widget. They arrive as an incoming chat message, creating a natural opening for a conversation based on what the visitor is doing.

How Chat Messages Work

Chat messages are delivered through your existing chat widget, appearing as automated messages that visitors receive while browsing your site. Unlike banners, which sit on top of the page content, messages integrate into the chat itself, so they read as part of the conversation.

Visitors who are fully blocked (banned from chat) don't receive chat messages — the message would invite a reply they can't send. Banners, surveys and tours are unaffected.

Triggering Chat Messages

Chat messages can be triggered by events and conditions such as page visits, time-based rules or custom events sent from your application. For details on configuring them, see the trigger documentation.

Trigger Configuration

Learn about all available trigger options and how to configure them for your messages.

Message Settings

Basic Configuration

Name
string required
A descriptive title for your message, used in the dashboard.
Widget
string required
Which chat widget this message belongs to — and therefore which website it appears on. A brand has at most one chat widget, so in practice you are choosing the brand.
Published
boolean
Whether the message is active and can be sent to visitors.
Content
string required
The text of the chat message.
Action on clicking the notification
select
What happens when the visitor clicks the message bubble (see Message Actions below).

Message Priority

Priority is not set inside the editor. On the Chat Messages list, each card footer shows a Priority number with two arrow buttons beside it — hover them for Increase priority and Decrease priority. When several chat messages qualify for the same visitor at the same moment, only the heaviest one is sent — messages compete with other messages, not with banners, surveys or tours.

Message Actions

Configure what happens when a visitor clicks your message in the chat interface:

Start conversation

Opens a full conversation in the chat widget, ready for the visitor to reply. You can optionally pick a workflow to start it with — the picker lists the chosen widget's active custom workflows, and None leaves the conversation to start empty.

Open widget home

Opens the widget's home screen with whatever you put there on Brand → (your brand) → Chat widget → Home.

Preview & Testing

Use the built-in preview to see how your chat message will appear in the widget. The preview shows the message bubble styled with your widget's colours and branding.

Testing engagement campaigns

Learn how to safely test your campaigns before letting them reach live visitors.