Engagement & Forms

The Engagement section helps you reach out to visitors proactively and collect information and feedback. It has two tabs — Triggers and Forms — each with its own live preview on the right. This guide walks you through both as numbered procedures.

Always save your work

Click Save Changes after editing. The preview updates live, but visitors only see your changes once you save.

How to set up proactive engagement (Triggers tab)

Proactive messages pop up automatically based on what a visitor is doing — for example, after they've spent time on a page or are about to leave.

Step 1 — Turn on proactive messages

1. Open Web Widget → Engagement and select the Triggers tab.
2. Toggle Enable Proactive Engagement Messages on. The global settings and trigger list appear.

Step 2 — Set the global limits

These apply to every trigger:

Setting	What it does	Default
Max Triggers Per Session	How many proactive messages a single visitor can see in one session (1–10)	3
Cooldown Between Triggers (seconds)	Minimum wait between proactive messages	60
Respect Business Hours	Only send proactive messages during your business hours	On

1. Enter a value for Max Triggers Per Session (1–10).
2. Enter a Cooldown Between Triggers in seconds.
3. Toggle Respect Business Hours on or off.

Step 3 — Add a trigger

1. Click Add Trigger. A new trigger card appears, expanded for editing.

2. Choose a Trigger Type from the dropdown:

   Trigger type	Fires when…	Condition you set
   Page Time	A visitor stays on a page	Time in seconds (minimum 1)
   Scroll Depth	A visitor scrolls down a page	Scroll percentage (1–100%)
   Exit Intent	A visitor moves to leave the page	— (no extra condition)
   Page Visit	A visitor lands on a matching URL	URL pattern (e.g. /products/*, /checkout)
   Cart Value	A visitor's cart reaches a value	Cart value
   Returning Visitor	A repeat visitor arrives	Minimum visit count

3. Fill in the condition field shown for the type you picked (seconds, percentage, URL pattern, cart value, or visit count). Exit Intent needs no condition.

4. In Message, type the proactive message shown to the visitor (for example, How can we help?).

5. In Delay (seconds), enter how long to wait after the condition is met before showing the message.

6. Toggle Show Once Per Session if you only want this trigger shown once per visitor session.

Step 4 — Manage and save

1. Use each trigger's switch to enable or disable it.
2. Click the chevron to expand or collapse a trigger for editing, or the trash icon to delete it.
3. Repeat Step 3 to add as many triggers as you need.
4. Click Save Changes.

How to build the pre-chat form (Forms tab)

The pre-chat form asks visitors for details before they start chatting.

1. Open Web Widget → Engagement and select the Forms tab.
2. Toggle Enable Pre-Chat Form on.
3. In Form Title, enter the heading shown above the form (for example, Before we begin).
4. In Submit Button Text, enter the button label (for example, Start Chat).
5. In Form Subtitle, enter supporting text explaining why you're asking.
6. Click Add Field to create a question, then set:
   • Field Type — Text, Email, Phone, Dropdown, Checkbox, or Textarea.
   • Label — the field's name.
   • Placeholder — hint text inside the field.
   • Required — toggle on if the visitor must fill it in.
   • Options — for Dropdown fields only, enter one choice per line.
7. Drag fields by the grip handle to reorder them. Use each field's switch to enable or disable it, the edit icon to change it, or the trash icon to remove it.
8. Click Save Changes.

How to add a post-chat survey (CSAT)

The post-chat survey asks visitors to rate their experience after a chat. It's on the same Forms tab, below the pre-chat form.

1. Toggle Enable Post-Chat Survey on.
2. Choose a Survey Type:
   • Stars — a 5-star scale.
   • Thumbs — up/down.
   • NPS — a 0–10 Net Promoter Score.
3. In Question, enter the main rating question (for example, How would you rate your experience?).
4. Toggle Ask for Written Feedback on to include a comment box. When on, set the Follow-Up Question prompt for that box.
5. In Thank You Message, enter the confirmation shown after a visitor submits.
6. Toggle Allow Skip on to make the survey optional with a skip button.
7. Click Save Changes.

Where responses go

Everything visitors submit through pre-chat forms and surveys appears in the Responses section. See Web Widget Overview → How to review visitor responses.

Next steps

• Appearance & Branding — design the widget and add FAQ quick prompts to the home screen.
• Web Widget Overview — activation, status, and installation.