Engagement
Engagement is your proactive toolkit for reaching website visitors with timely, relevant messages instead of waiting for them to start a conversation. Banners, chat messages, surveys, tours and news articles appear on their own, based on what the visitor is doing and where they are on your site. You find it under Marketing → Engagement.
How engagement works
Engagement campaigns watch what a visitor does on your website and deliver the right message, experience or interaction at the right moment. Each type is delivered through your chat widget while appearing in the context of your own pages, so it reads as part of the site rather than an interruption.
Triggering is based on visitor behaviour, the page they are on, and conditions you set yourself. Once a campaign fires it can start a conversation, collect feedback, walk someone through a feature, or share an announcement.
/dashboard/outreach/…, and the team-permission switches are still Outreach, Outreach.Banners, Outreach.Messages, Outreach.News, Outreach.Surveys and Outreach.Tours. Only the displayed name changed. On the pricing page, banners, chat messages, surveys and news come with the Marketing automation add-on, and tours with the Product tours add-on.Engagement types
Engagement covers five distinct kinds of interactive experience, each built for a different goal:
Banners
Notification-style elements that appear on your website to inform visitors about features, updates or announcements. They support rich customisation with different display styles, backgrounds and interactive actions.
Chat messages
Proactive messages that arrive as incoming chat messages, creating a natural opening for a conversation based on visitor behaviour and context.
Surveys
Interactive forms that collect structured feedback and data through a conversational flow in your chat widget — good for gathering insight or qualifying leads.
Configuration & testing
Setting up triggers
Banners, chat messages and surveys use the same full set of trigger conditions, which decide when a campaign fires based on visitor behaviour, page context and timing rules. Tours get a reduced version of that dialog — no Session trigger and no Page rules, because the pages a tour may start on come from its own Start URLs field.
Trigger configuration
Learn how to configure triggers for page visits, time-based rules, custom events, visitor attributes and behavioural conditions.
Testing campaigns
Before letting a campaign reach real visitors, target it at yourself so you can check that it works and looks right.
Testing engagement campaigns
How to safely test a campaign by targeting only yourself during development, across different devices and scenarios.
Key concepts
Intelligent triggering
Delivery can be based on:
- Page visits and navigation patterns
- Time spent on the current page
- Custom events sent from your application
- Visitor attributes and history
- Session-based timing
Contextual integration
Engagement elements adapt to your website and appear in context:
- Banners sit in the page layout and expose CSS classes and variables you can style around
- Chat messages appear as ordinary incoming messages in the conversation
- Tours highlight real elements on your pages
- Surveys run as a guided question-and-answer flow
Priority and frequency control
- Weight decides between campaigns of the same type. When several banners qualify at the same moment, only the heaviest one fires — but a banner and a survey can still fire together, because the choice is made separately for each type.
- Frequency limits cap how often the same visitor sees a campaign.
- Visitor rules narrow delivery by attributes such as country, plan or session count.
- Test targeting lets you aim a campaign at your own visitor record while you iterate.
manage_outreach and manage_outreach_news — so see the Outreach Tools reference for every available operation.