Workflow: How to start a chat with a customer that has been on my website for a certain amount of time – Zendesk

In this workflow, you'll learn how to initiate a live chat with someone on your website. For example, you can use this recipe to start a chat with a welcome message as soon as a user visits your website.

This article contains instructions for:

Live chat
Messaging

Live chat

You can proactively start a chat with customers after a set time. Initiate a proactive chat with customers visiting your website. Set a time condition to trigger a welcome message. In this example, the trigger sends a welcome message to customers after 30 seconds.

To create this trigger

Add a Chat trigger
If the trigger should fire only once per individual, select the Each visitor will receive this message only once checkbox
In the Customize trigger section, select:
- Channel | Chat
- Run trigger | When a visitor has loaded the chat widget
- Check conditions | Check all of the following conditions:
  - Still on site | 30
  - Visitor previous visits | Equals | 0
  - Visitor requesting chat | Is false
  - Visitor served | Is false
Select the actions under Perform the following actions
- Send message to visitor | Name of agent | Welcome! Can we help you with anything?
Select Create triggers

Proactive messages

If you have messaging enabled on your account, you can use proactive messages to reach out to customers who are browsing your website. Then, you can choose what you want to happen if customers reply to your proactive messages.

To create this proactive message

Create a proactive message
Under Proactive message, add the message you want your customers to see, for example, Welcome! Can we help you with anything?
Select and configuring the response type
Under Rules > When to check the conditions, add:
- Visitor is on the page | Minutes: 0 | Seconds: 30
Choose when you want to send the message under Schedule and how often under Frequency
Select Save