If you run an online store or handle leads through your website, you’ve probably wondered how to get more chats started with visitors who are actually interested. That’s where proactive chat invitations come in. This guide is for anyone using LiveChat who wants to set up smarter, more effective chat triggers—without annoying people or wasting your agents’ time.
Let’s be honest: most people ignore those “Need help?” popups. But done right, proactive chat can nudge the right people at the right time—and that can mean more sales and better support. Here’s how to get it working for you.
What Are Proactive Chat Invitations (And Do They Really Work)?
Proactive chat invitations are those little windows that pop up and ask if a website visitor needs help. The idea: Don’t wait for people to contact you—reach out first, but only when it makes sense.
Do they work? Sometimes. If you blast every visitor, you’ll probably just annoy them. But if you send well-timed, relevant invitations (say, to someone hesitating on your checkout page), you can start more conversations, close more deals, and generally look more helpful than your competitors.
Pro tip: Don’t expect a magic fix. Good proactive chat is about timing, relevance, and not being pushy.
Step 1: Get Clear On Your Goals
Before you start tinkering with settings, figure out what you actually want:
- More sales? Focus invitations on high-value pages (product or checkout).
- Fewer abandoned carts? Target people hesitating at checkout.
- Better support? Trigger chats on help pages or after long periods of inactivity.
It’s tempting to use every trigger available, but more isn’t better. Start with one clear goal—like increasing conversions on your best-selling product page.
Step 2: Map Out Where and When To Trigger Chats
Not every visitor needs a chat invite. Map out where they make sense:
- Product pages: If someone lingers for 30+ seconds, they might be deciding.
- Cart/checkout: Catch folks who pause before buying.
- Pricing page: Great spot for B2B, when people might have questions.
- FAQ/help pages: Offer help to people who look stuck.
Skip: Home pages or blog posts. You’ll just annoy casual browsers.
Think like your customer: When would you want help, and when would you roll your eyes at a popup?
Step 3: Set Up Triggers in LiveChat
Now for the nuts and bolts. Here’s how to actually set up proactive invitations in LiveChat:
- Log in to your LiveChat dashboard.
- Go to Settings > Engagement > Targeted messages (sometimes called “chat invitations”).
- Click Add new targeted message.
- Choose the type: Pick “Chat invitation” or similar.
- Define your conditions: This is where you set the rules. Common examples:
- Page URL: Only fire on specific product or checkout pages.
- Time on page: Wait until someone’s been there for 20–60 seconds.
- Returning visitors: Prioritize people who’ve visited before.
- Cart value: Target people with bigger carts (if your store platform shares this info).
- Write your message: Keep it short, specific, and human. For example:
- “Hi! Have a question about this product?”
- “Stuck at checkout? I’m here if you need a hand.”
- Avoid generic stuff like, “How may I help you?” It just blends into the background.
- Set availability: Decide if you only want invitations sent when agents are online.
- Save and test it: Open your site in an incognito window and see how it feels.
Pro tips: - Don’t overcomplicate your first trigger. Start simple, then iterate. - Don’t send more than one invitation per visit. Double popups are a surefire way to get ignored.
Step 4: Fine-Tune Your Message (And Don’t Sound Like a Robot)
The difference between “Meh” and “Wow, thanks!” is how your message feels. Here’s what actually works:
- Be specific: Reference the page or action (e.g., “Need help picking the right plan?”).
- Be casual: “Hey there!” beats “Dear valued customer.”
- Offer real help: “Can I answer any questions about shipping?”
What doesn’t work: - Aggressive sales lines: “ACT NOW FOR 10% OFF!” feels desperate. - Too much info: Don’t dump product specs into the chat invite. - Generic scripts: If it sounds like a bot wrote it, people will ignore it.
Test different messages. If you wouldn’t respond to it, don’t use it.
Step 5: Watch The Data—And Don’t Panic
LiveChat gives you stats on which invitations get clicked and which don’t. Here’s how to use them:
- Track invite-to-chat rate: How many people actually respond?
- Look at conversion rates: Are these chats leading to sales or helpful interactions?
- Monitor agent workload: Too many chats can burn out your team.
If a trigger isn’t working, tweak the timing, wording, or placement. If agents are swamped, dial it back. The right balance is different for every site.
Ignore: Vanity metrics like “total invites sent.” If nobody’s responding, it doesn’t matter how many popups you send.
Step 6: Avoid Annoying Your Visitors (Seriously)
This is where most sites screw up. Here’s how to avoid being that site:
- Don’t invite immediately: Wait at least 20–30 seconds before triggering.
- Don’t repeat invitations: One per visit is enough.
- Exclude mobile (at first): Popups can be extra annoying on small screens. Test desktop first.
- Respect “no thanks”: If a visitor closes the invite, don’t bug them again that session.
Remember, the goal is to help, not to nag.
Step 7: Train Your Team for Smarter Conversations
Proactive chat only works if your agents are ready to pick up the conversation:
- Respond fast: If you invite, be ready to chat. Slow replies kill conversions.
- Know the context: Agents should see what page the visitor’s on and what triggered the chat.
- Stay human: No scripts. Encourage agents to adapt and sound like themselves.
If you can’t staff chat reliably, limit invitations to business hours or when agents are available.
What Not To Bother With (Yet)
LiveChat is packed with features, but you don’t need to use them all right away:
- AI or bot-powered invites: Unless you’ve nailed the basics, skip the bots. Most visitors can tell.
- Complex multi-step triggers: One or two well-placed invitations work better than a maze of rules.
- A/B testing every message: Fine for big teams, but most sites just need a clear, friendly invite.
Focus on the basics. You can get fancy later.
Wrapping Up: Keep It Simple, Start Small, Iterate
Proactive chat invitations can help you catch more leads and close more sales—if you use them with a light touch. Start with one or two well-placed, relevant invitations. Watch how people respond. Tweak, don’t tinker endlessly.
Don’t let the promise of “automated engagement” distract you from the basics: be helpful, be human, and don’t overdo it. If you keep it simple and pay attention to what actually works, you’ll see real results—without annoying your customers or your team.