If you’re running a website and want more leads or sales, you’ve probably looked at chatbots. But just slapping a chat widget on your site isn’t enough—most visitors won’t start a conversation on their own. That’s where proactive chat triggers come in: they let you reach out to visitors at the right moment, with the right message, to nudge them toward action (like signing up, buying, or asking a question).
This guide is for anyone who uses—or is thinking of using—ChatBot.com and wants to actually see a difference in conversions, not just “engagement.” I’ll show you how to set up proactive chat triggers that work in the real world, avoid the stuff that annoys real people, and keep things simple so you don’t waste hours on fancy setups that don’t move the needle.
What Are Proactive Chat Triggers (and Do They Work)?
A proactive chat trigger is just a rule that tells your chatbot when to pop up and say something to a visitor, instead of waiting for the visitor to make the first move.
Do they help?
When used right, yes—proactive messages can turn lurkers into leads or buyers. But if you get trigger-happy, you’ll annoy people and see more bounces than conversions. The trick is to be relevant and timely, not spammy.
What’s worth your time:
- Messages that clearly help (“Can I answer a question about this product?”)
- Offers or info based on what the visitor is doing (browsing pricing, hesitating in checkout, etc.)
- Simple, direct language
What to skip:
- Generic “Hi! Can I help you?” on every page
- Overly aggressive pop-ups (especially right after a page loads)
- Long, salesy intros
Step 1: Get Your Basics Set Up in ChatBot.com
Before you can trigger anything, you need a working chatbot. If you haven’t already:
- Sign up and log in to ChatBot.com.
- Connect your site:
- Go to the “Integrations” section.
- Find “Chat Widget” and follow the steps to add the code to your website.
- Build your chatbot story:
- Use ChatBot.com’s visual builder to create the conversation flows you want.
- Make sure you have clear, short answers for common questions.
- Set “Quick Replies” for options you want to push (like “See pricing” or “Book a demo”).
Pro tip: Don’t try to automate everything. If you’re just starting, cover FAQs and have a clear way to hand off to a human when needed.
Step 2: Decide Where and When to Trigger a Chat
Here’s where most people mess up—they think “more triggers = more conversions.” Not true. You want to be thoughtful about where and when your chatbot reaches out.
Ask yourself: - What pages matter most for conversions? (e.g., pricing, checkout, product pages) - Where do visitors get stuck or drop off? - Is there a point where a helpful nudge makes sense?
Examples that actually work: - On the pricing page: “Have questions about plans or features?” - On the cart/checkout page: “Need help completing your purchase?” - After 30-60 seconds on a product page: “Not sure if this is right for you? Ask away.”
What to ignore:
Don’t set triggers on every page or right when someone lands on your site. People need a second to orient themselves. Popping up instantly is a fast way to get ignored—or worse, closed.
Step 3: Set Up Chat Triggers in ChatBot.com
Now for the actual setup. In ChatBot.com, these are called “triggers” or “greetings” inside the chat widget settings.
- Go to the Chat Widget settings in your ChatBot.com dashboard.
- Find the 'Greetings' or 'Triggers' section.
- Create a new trigger.
You’ll usually set up rules based on: - Page URL (e.g., only show on
/pricing) - Time on page (e.g., after 30 seconds)
- Visitor actions (e.g., after scrolling 50%, or when trying to exit)
- Write your proactive message.
Keep it short and specific. Example: - Bad: “Hi! I’m here if you need anything.”
- Good: “Got questions about our pricing plans? I’m happy to help.”
- Choose the right chatbot flow to start.
Make sure the trigger launches a conversation flow that matches the question or offer in your message. - Save and test.
Open your site in an incognito window and see what happens. Check that the chat doesn’t fire too soon or too often.
Pro tip: If you offer live chat with humans, set hours for when these triggers are active. Nothing’s worse than “We’ll get back to you later” when someone expected a real answer.
Step 4: Experiment with Timing and Frequency
The timing of your proactive messages makes a big difference. Here are some guidelines:
- Don’t trigger instantly. Wait at least 10–30 seconds so people can look around first.
- Don’t trigger multiple times per session. One proactive message per visit is usually plenty.
- Don’t stack triggers. If you have more than one trigger (say, on pricing and checkout), make sure they don’t fire back-to-back for the same user.
What actually works:
- Triggering based on scroll depth (e.g., they’re halfway down a product page and might be interested)
- Triggering after inactivity (e.g., they’ve been idle for 45 seconds—maybe they’re hesitating)
- Exit intent (when someone moves the mouse toward the browser bar, trigger a “Can I help before you go?” message—but use this sparingly)
What to avoid:
- Triggers on every page load
- Interrupting users who are already chatting
Step 5: Make Messages Feel Human, Not Robotic
People ignore generic, robotic messages. Take a minute to write messages that sound like a real person.
Skip:
- “Our team is here to assist you with any inquiries you may have.”
- “Welcome to our website! How may I provide assistance?”
Try:
- “Stuck picking a plan? I can help you decide.”
- “Not sure if this product’s a fit? Ask me anything, no pressure.”
Pro tip: Use your own voice, not what you think a “chatbot” should sound like. If you’re casual, be casual. If you’re all business, keep it crisp.
Step 6: Track Results (and Don’t Trust Vanity Metrics)
Don’t just look at how many people open the chat. That doesn’t mean they’re converting.
Measure what matters: - Did visitors who got a proactive message buy more, or fill out your form more often? - Are your proactive triggers leading to actual conversations, not just opens? - What messages or triggers get ignored or closed?
How to check in ChatBot.com: - Use the built-in analytics to see which triggers fire, how many chats start, and what happens next. - If you use Google Analytics or another tool, set up events for “chat opened,” “chat started,” and “conversion” so you can see the actual impact.
Honest take:
Most proactive chat triggers won’t move your numbers if your offer isn’t strong or your chatbot isn’t helpful. Use the data to adjust, not just to feel good.
Step 7: Keep It Simple—Then Iterate
It’s tempting to set up 10 different triggers and flows, but that’s a fast way to confuse yourself (and your users). Start simple:
- One trigger on a key page (like pricing)
- One on checkout, if you have e-commerce
- One “exit intent” if you’re losing lots of visitors
See what works, then add or tweak from there. Don’t overcomplicate things in the name of “automation.”
A Few Common Mistakes (and How to Dodge Them)
- Triggering too soon: Give people a chance to breathe before popping up.
- Being too vague: “Can I help?” is easy to ignore. Be specific.
- Over-triggering: One message per session is enough.
- Ignoring the data: If a trigger gets ignored, change it or kill it.
- Forgetting mobile users: Test your chat widget on phones—pop-ups are even more annoying there.
Keep It Simple and Stay Flexible
Proactive chat triggers can boost conversions, but only if you keep them relevant, human, and well-timed. Resist the urge to go overboard. Start with one or two solid triggers, watch what happens, and tweak as you go. The goal isn’t to show off your chatbot setup—it’s to help real people, at the right moment, with something that actually moves them forward. That’s what gets results.