Proactive Messages

A Proactive Message is a small, non-intrusive message bubble that appears on your website to greet visitors, share information, or invite them to start a conversation — before they decide to open the chat widget themselves.

Instead of waiting for users to click on the chat icon, a proactive message helps you take the first step. This way, your virtual assistant looks more approachable and available.

Benefits of Proactive Messages

• Increase engagement: visitors are more likely to start a conversation when they see a friendly, ready-to-help message.

• Boost loyalty: showing that your team (or AI assistant) is always available creates a feeling of reliability and care.

• Guide the customer journey: trigger messages on specific pages (e.g., product pages or checkout) to provide personalized support.

• Personalization: adapt the message content based on the visitor’s context, such as the page they are visiting.

How to Set Up a Proactive Message in Tiledesk

Follow these steps to create and activate your proactive message:

1. Create the Proactive Message

Go to Design Studio in your Tiledesk dashboard.

Create a new message (text, emoji, or short greeting).

Example: “Hi 👋 I’m here if you need any help today!”

Optional: You can also use the ChatGPT Task action to dynamically generate a proactive message based on the page the visitor is browsing (e.g., on a pricing page: “Need help choosing the right plan?”).

Save the message.

2. Add a Rule

From the left-side menu, click Rules.

Click Add New Rule.

3. Configure the Rule

In the rule editor pop-up:

• Name: Give your rule a simple name (e.g., “Proactive Greeting”).

• Condition: Choose where the message should appear. Select Any for all pages or specify a URL (e.g., checkout page).

• Frequency: Set how often the same user will see the message (e.g., once every 24 hours).

• Action: Select the proactive message you created in Design Studio.

4. Save and Test

Click Add Rule and then test it on your website. You should see the proactive message appear according to your settings.

Best Practices

• Keep your proactive messages short and friendly.

• Use personalized messages based on the visitor’s page to make the engagement more relevant.

• Show proactive messages on key pages (product, pricing, checkout) where customers may need support.

• Avoid showing the same message too often — once per day is usually enough.

• Test different messages to find out which ones drive the most engagement.

With proactive messages, you can make your AI assistant more visible, approachable, and effective, while keeping the conversation experience relevant and personalized.