Most visitors who need help never click the chat bubble, and a blank chat box is intimidating for the ones who do. An engagement campaign solves both: it reaches out first, and it can offer something specific to click or answer.
Each campaign is two halves — when it appears (behavioural rules) and what it says (a message, chips, a reply box). Because you can have several, the message on your pricing page doesn't have to be the message in your docs.
Find them under Knowledge → Engagement Campaigns.
Plan limits — every plan gets one campaign. Basic serves five and Pro is unlimited, so targeting several pages differently is a paid capability.
How do I create one?
- New campaign, and give it a name. Only you see the name.
- Write the bubble message — "I see you're exploring our plans. Want me to help you find the best fit?"
- Optionally add chips, a reply box, or both (see below).
- Turn on at least one trigger and give it a threshold.
- Decide whether to show only once per visitor. Usually yes.
What can the bubble contain?
You can combine these however you like.
| What the visitor sees | |
|---|---|
| Message only | A short line of text. Clicking it opens the chat. |
| Chips | Clickable buttons under the message — the visitor picks instead of composing a question from nothing. |
| Reply box | An "Enter your message…" input right in the bubble. What they type becomes their first message, so they never face an empty chat. |
The reply box is the natural partner to a question. If your message asks "Want me to help you find the best fit?", give them somewhere to answer it.
Chip kinds
| Kind | What happens when clicked |
|---|---|
| Send a question | Sends that question as the visitor's first message — the assistant answers it |
| Talk to a human | Routes straight to your team |
| Open a link | Opens a URL (a pricing page, a booking page) |
| Run an action | Fires one of your actions — book a slot, get a callback, trigger a Zap |
Three or four chips is plenty. Use your most common questions, in the visitor's words — pull them from Analytics → Top topics or Answer gaps, not from the questions you wish people asked. One chip should almost always be Talk to a human; making someone fight for a person is a bad first impression.
What triggers can I use?
| Trigger | Fires when | Good for |
|---|---|---|
| Return visits | A returning visitor is on at least visit n (counted per browser) | Someone circling back — high intent |
| Pages viewed | They've viewed n pages this session | Browsing without finding it |
| Time on site | n seconds total across the visit | General engagement |
| Time on current page | n seconds on a single page | Stuck on one thing |
| Specific pages | They land on a matching URL path (contains / exact / regex) | Pricing, checkout, a key service page |
| Exit intent | The cursor moves to leave the top of the page (desktop) | The last possible moment |
Turning on several triggers means any of them can fire the campaign.
Which campaign wins if two of them match?
The one higher in the list. Campaigns are checked from the top down and the first match wins — a visitor never gets two bubbles stacked on top of each other.
Use the ▲▼ arrows to order them, and put the most specific campaigns first. The usual shape is a few page-targeted campaigns at the top and one general catch-all at the bottom:
- Pricing page — plan help (specific pages:
/pricing) - Docs — stuck on a page (time on current page: 45s, specific pages:
/docs) - Everyone else (time on site: 60s)
What actually works?
Restraint. A bubble that fires on every page after ten seconds is an annoyance; one that fires on the pricing page, on a second visit, reads as service.
Start with one campaign tied to intent — the pricing page, or exit intent on a key page — leave show only once per visitor on, and check the numbers below to see whether the conversations you get are worth having. Add more targeted campaigns once you know the first one earns its place.
How do I know if a campaign is working?
Each campaign shows its own numbers in the list, covering the last 30 days:
1,240 shown · 41 clicked (3.3%) · 12 conversations
- Shown — how many times the bubble appeared.
- Clicked — how many visitors acted on it: clicked the bubble, clicked a chip, or answered in the reply box. A chip that opens a link counts too.
- Conversations — how many of those became an actual chat.
Read the last number first. Click-through tells you the wording is appealing; conversations tell you the campaign is doing its job. A campaign with a healthy click rate and almost no conversations is usually catching people who tap out of curiosity and leave — often a sign it's firing too early, or on a page where nobody has a question yet.
A campaign with lots of impressions and very few clicks is the other failure: it is being seen and ignored, which is the definition of an annoyance. Either narrow its trigger or turn it off.
Numbers appear once a campaign has been shown at least once, and take a moment to catch up — they're written in batches rather than live, so give it a minute before concluding a new campaign isn't recording.
If you want to know what those conversations were about, or whether they resolved, that's in Analytics.
Can the bubble speak my visitors' languages?
Yes. Open a campaign and expand Translations — you'll see a box for every language your widget offers (set under Settings → Widget). Write the bubble message and each chip in that language; anything you leave blank falls back to your original wording, so translating just the heading is fine.
Visitors get the version matching the language the widget resolved for them, which is their browser's language when you offer it, or whatever they pick from the widget's own language switcher.
On a paid plan, Draft with AI fills a language in for you. It's a starting point, not a decision — the draft appears in the boxes for you to read and edit, and nothing is saved until you save the campaign. Anything you'd already typed is kept; the draft only fills the gaps. Writing translations by hand works on every plan.
Two things worth knowing:
- Save a new campaign before drafting. The AI translates what's stored, so it has nothing to work from until the campaign exists.
- Translate the question behind a chip, too. A "Send a question" chip has two fields: the label the visitor reads, and the question that actually gets sent. If you translate only the label, a French visitor clicks French and the assistant answers in English, because it replies in the language of the question it received. Chips that run an action have no question to translate, so they only show a label box.
I changed the wording. Why don't returning visitors see it?
They should — editing a campaign automatically re-arms it for everyone, including visitors who already dismissed the old version.
Re-arm is for the other case: showing an unchanged campaign again to people who have already seen it.
Can I message a visitor by hand instead?
Yes — Conversations → Live Visitors shows who's browsing right now, and you can send a personal nudge to a specific person on any paid plan. See Live Visitors.
What happened to proactive engagement and conversation starters?
They were the same feature split in two, each limited to one per site: proactive engagement could say something, conversation starters could offer something to click, and the starters always won when both were configured. Engagement campaigns are both, and you can have more than one.
Your existing setup was carried over automatically — you'll find it as one or two campaigns already in the list, with the same wording, chips and triggers.