Proactive chat

Info

Who can use this feature?

This feature is available for all users

Proactive chat sends targeted messages to website visitors before they ask questions.

Instead of waiting for customers to contact you, these campaigns reach out at key moments in their shopping journey to guide them toward purchases.

Turning visitors into customers: Welcome new visitors and guide them to relevant products instead of letting them browse aimlessly.
Recovering lost sales: Automatically target customers who add items to cart but haven't completed purchase with incentives or assistance.
Growing your email list: Offer exclusive discounts to visitors who subscribe to your newsletter at strategic moments.
Increasing average order value: Recommend bestselling or complementary products when customers show buying intent.

Chatty provides pre-built templates to help you create effective proactive chat campaigns quickly.

Each template is designed for specific customer scenarios and includes proven messaging that drives results.

Template	Goal	Trigger moment
Welcome visitor	Greet new visitors and guide them to products	Homepage, landing pages
Subscribe newsletter	Capture emails with discount offers	Product pages, repeat visitors
Product recommendation	Show relevant products to browsing customers	Category, product detail pages
Collection boost	Drive engagement when customers browse your collections	Collection pages
Search	Assist customers actively searching for products	Search results page
View cart (coming soon)	Engage customers the moment they open their cart	Cart page
Cart booster	Target customers with items in cart	Cart page, checkout
Abandoned cart reminder	Recover carts by reminding customers what they left behind	After activity
Remove items from cart	Win back customers who remove products with a coupon or alternative	Cart page

Welcome visitor: Greet new visitors and guide them to products
Subscribe newsletter: Capture emails with discount offers
Product recommendation: Show relevant products to browsing customers
Collection boost: Drive engagement when customers browse your collections
Cart booster: Target customers with items in cart
Abandoned cart reminder: Recover carts by reminding customers what they left behind
View cart: Engage customers the moment they open their cart
Remove items from cart: Win back customers who remove products with a coupon or alternative
Search: Assist customers actively searching for products

Campaign details

Targeting options

Trigger options: When to send proactive chat
Pages: Select which pages show this campaign (If you select specific pages, click Enter after URL to add)
Audience: Choose who sees the campaign (all visitors or returning customers)
Devices: Select desktop, mobile, or both
Display time: Set when the campaign appears (after page load, scroll percentage, or time delay)
Display duration: Choose how long the campaign stays visible

Message content

Proactive message: Write the message that appears above your chatbox.
Rich content: You can send product suggestions with proactive message (available in "Product recommendations" and "Cart booster")
Chat message: Customers receive a message (similar to proactive message) when they click the teaser. Discount will be sent together with messages. (available in "Subscribe newsletter" and "Cart booster")

Campaign priority

When multiple campaigns could show at the same time, priority is determined in two steps:

Priority number (primary rule): Each campaign has a priority number from 1 to 10. Lower number = higher priority. Drag and drop campaigns in your list to reorder them.
Closest to checkout (tiebreaker): If multiple campaigns share the same priority number and trigger conditions fire at the same time, the campaign with the trigger closest to a checkout action wins:
Cart Booster → Abandoned Cart → View Cart → Remove Items from Cart → Product → Collection → Search → Subscribe → Welcome

Session limit: Maximum 5 proactive chats per session. Only 1 displayed at any given time.

Marketing double opt-in (in Subscribe newsletter)

By enabling this option, customers will receive a confirmation email to confirm their subscription before get the discount.

Timing best practices