Proactive Messages

A Proactive Message is a small, non-intrusive message bubble that appears on your website to greet visitors, share information, or invite them to start a conversation — before they decide to open the chat widget themselves.

Instead of waiting for users to click on the chat icon, a proactive message helps you take the first step. This way, your virtual assistant looks more approachable and available.

Benefits of Proactive Messages

Increase engagement - Visitors are more likely to start a conversation when they see a friendly, ready-to-help message.

Boost loyalty - Showing that your team (or AI assistant) is always available creates a feeling of reliability and care.

Guide the customer journey - Trigger messages on specific pages (e.g., product pages or checkout) to provide personalized support.

Personalization - Adapt the message content based on the visitor’s context, such as the page they are visiting.

How to Set Up a Proactive Message in Pingstreams

Follow these steps to create and activate your proactive message:

1. Create the Proactive Message

1. Go to Design Studio in your Pingstreams dashboard
2. Create a new message (text, emoji, or short greeting)
3. Example: “Hi 👋 I’m here if you need any help today!”

Optional: You can also use the ChatGPT Task action to dynamically generate a proactive message based on the page the visitor is browsing (e.g., on a pricing page: “Need help choosing the right plan?”).

4. Save the message

2. Add a Rule

1. From the left-side menu, click Rules
2. Click Add New Rule

3. Configure the Rule

In the rule editor pop-up, configure:

• Name: Give your rule a simple name (e.g., “Proactive Greeting”)
• Condition: Choose where the message should appear. Select “Any” for all pages or specify a URL (e.g., checkout page)
• Frequency: Set how often the same user will see the message (e.g., once every 24 hours)
• Action: Select the proactive message you created in Design Studio

4. Save and Test

1. Click Add Rule
2. Test it on your website - you should see the proactive message appear according to your settings

Best Practices

Message Content

• Keep messages short and friendly - Long messages can be overwhelming
• Use a conversational tone - Make it feel personal, not robotic
• Include clear value proposition - Explain how you can help

Timing and Frequency

• Show messages at the right moment - Consider user behavior and page context
• Avoid being too aggressive - Once per day is usually enough
• Respect user preferences - Provide easy ways to dismiss or disable

Targeting and Personalization

• Use personalized messages based on the visitor’s page to make engagement more relevant
• Target key pages - Product pages, pricing pages, checkout, and support pages
• Consider user journey stage - Different messages for first-time vs. returning visitors

Testing and Optimization

• A/B test different messages to find out which ones drive the most engagement
• Monitor conversion rates - Track how many proactive messages lead to meaningful conversations
• Adjust based on data - Use analytics to optimize timing, content, and targeting

Advanced Proactive Message Strategies

Dynamic Content Based on Page Context

Use the ChatGPT Task action to create context-aware messages:

• Product pages: “Interested in [product name]? I can answer any questions!”
• Pricing page: “Need help choosing the right plan for your needs?”
• Checkout page: “Having trouble with your order? I’m here to help!”
• Support page: “What can I help you with today?”

Behavioral Triggers

Consider implementing messages based on user behavior:

• Time on page: Show message after user has been on page for 30+ seconds
• Scroll depth: Trigger when user reaches certain scroll percentage
• Exit intent: Display message when user moves cursor toward browser close button
• Return visitors: Different messages for repeat visitors vs. first-time visitors

Multi-Channel Consistency

Ensure your proactive messages align with:

• Your brand voice and tone
• Other customer service touchpoints
• Your overall customer experience strategy

Measuring Success

Track these metrics to evaluate proactive message performance:

• Engagement rate: Percentage of visitors who interact with proactive messages
• Conversation conversion: How many proactive messages lead to full conversations
• Customer satisfaction: User feedback on proactive message experience
• Support efficiency: Whether proactive messages reduce overall support volume

With proactive messages, you can make your AI assistant more visible, approachable, and effective, while keeping the conversation experience relevant and personalized.