Proactive messages

Engage website visitors by sending the initial popup message.

Proactive messages let the AI agent send the first message — engaging website visitors before they type anything.

Configure in the Webchat channel's Proactive Messages accordion.

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Colours

Setting	Description
Message colour	Background of the proactive message bubble.
Quick reply button border colour	Border colour of any quick reply buttons.
Quick reply button colour	Background colour of any quick reply buttons.

Select Save to confirm changes.

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Add a proactive message

At the bottom of the accordion, select Create new proactive message. This generates an expandable, draggable card for each message.

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Edit a proactive message

Expand a card to see its options across three tabs.

Triggers

Setting	Description
Time on page	Seconds between page load and the message appearing.
URL rules	Which pages the message applies to. Use * to include all pages under a path, e.g. /solutions/*. Use ! to exclude a path, e.g. !/solutions/government.
API trigger	Copy the Proactive message ID to trigger it from your own service.

Messages

Up to five message bubbles per trigger.

Type	Description
Text message	Standard inline text.
Media message	Image (.jpg, .png, .webp) or video (.mp4, .webm).

Proactive message bubbles are free to send and don't appear in conversation history. Paid interactions are only consumed once a person replies.

Buttons

Up to five quick reply buttons per message.

Setting	Description
Button action	Quick reply (sends a follow-up message), Hyperlink (opens a URL), or Jump to trigger (starts a route in Workflows).
Button text	Up to 40 characters.
Action details	Configures the chosen action.

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Delete a proactive message

1. Open the message's accordion.

2. At the bottom, select Delete and confirm.

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Related

Webchat