Proactive Messages
Proactive Messaging is a highly customizable feature that enables chatbots to initiate Webchat conversations with users.
To begin:
Go to Chatbots > Apps > Webchat
In the list of settings, expand Proactive Messages
Colours
The Proactive message colors options give unique colours to elements, demonstrated in the right-side preview. The elements are:
Messages
Quick reply button
Quick reply button border
Press Save to confirm changes.
Managing Proactive Messages
Under Proactive messages, select an existing message or create a new one, which will expand to display its options.
Click-drag the reorder handles to prioritize proactive messages from top to bottom. This determines which message will show when multiple triggers are valid.
Enable/Disable
Toggle Enable this proactive message to enable or disable the message for live deployment.
Triggers
The Triggers tab is used to configure the conditions for initiating the current proactive message.
Time on page - the elapsed time in seconds between page load and the chatbot message.
URL rules - define one or more page paths where the Webchat widget resides, trigger the proactive message on those pages, e.g.:
/*for every page in the domain, where*includes all subsequent page paths./solutions/*for a solutions page and all subpages.!/solutions/governmentwill omit a government subpage in conjunction with the above.!excludes the subsequent path and can only be used if another URL rule exists.
Press Save to confirm changes.
API trigger - copy the Proactive message ID for implementation into your own service, where you can call the message with custom conditions.
Triggers will auto-expand the Webchat popover for the user to read the proactive message. If the user has already opened Webchat, or has an ongoing conversation with a live agent, then proactive messaging will not engage.
Messages
The Messages tab allows you to define the content sent in the proactive message, comprising unique message bubbles sent to the user in Webchat. There must be at least one message bubble defined, with up to five supported.
Add, edit, duplicate, or remove text or media message bubbles using the respective buttons.
Text message - select any text to see and apply inline style options.
Media message - upload an image (.jpg, .png, .webp) or video (.mp4, .webm). Media can have any resolution or aspect ratio, but is displayed in chat at up to 260px width and 400px height.
Click-drag a bubble's reorder handle to change its position in the stack. The top message is sent to the user first, and the bottom is sent last. From the user's perspective, a small delay occurs between incoming bubbles to mimic a natural conversation flow.
Press Save to confirm changes.
Proactive message bubbles do not cost anything to send, and do not show up in conversation history. Your paid interactions are only consumed after the user interacts with Webchat, at which point the conversation history is logged.
Reply buttons
The Reply buttons tab is for the optional addition of buttons directly after the proactive message, which the user can press in lieu of typing their response.
Add, edit, duplicate, or remove up to five reply buttons, each with these options:
Button action - defines the button's behaviour:
Quick reply - sends a follow-up message in the chatbot reply.
Hyperlink - opens a URL in a new tab.
Primary intent - initiates a conversation route defined in the chatbot's Intents settings.
Button text - up to 40 characters.
Action details - defines the Button action's behaviour which can be a static reply, URL, or selection of an existing primary intent (as established and enabled in the chatbot's Intents settings).
Use each button's reorder handle to change the order of multiple buttons within Webchat.
Press Save to confirm changes.
Delete proactive message
Press the Delete button at the bottom of the current proactive message's settings to remove it. This is a permanent action and cannot be undone.
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