Proactive live chat
Say hello first, at exactly the right moment
Most visitors never open a chat on their own. Proactive chat starts the conversation when they are most likely to need help.
⚡ In 30 seconds
- Proactive chat means you message the visitor first, instead of waiting.
- Automatic: Flows pop up after time on a page, on exit intent and more.
- Targeted: conditions by page, country or traffic source.
- Manual: pick any live visitor and send them a message.
- Each visitor sees a Flow only once, so it never feels like spam.
- Free to start: 2 websites and 100 visitors per website every month, no credit card.
The problem
Why waiting for visitors to ask doesn’t work
A chat bubble in the corner is easy to ignore. A friendly, relevant message isn’t.
Shy visitors
Many people never start a chat, even with a question.
Wrong timing
A pop-up the second they land is annoying. Too late and they’re gone.
Exits without a word
Visitors leave checkout or pricing pages silently.
Generic greetings
“Hi, how can I help?” on every page gets ignored.
Wrong audience
Messages reach visitors you can’t serve.
Pop-up overload
Repeated messages make visitors close the tab.
See it in action
An exit-intent Flow saves a visitor
Click a step or press Play.
What you get
Ways to start the conversation
Time on page
Pop up after a set number of seconds on a page.
Exit intent
Catch visitors as they move to leave.
Conditions
Page, country, device or source, like “from Google on the pricing page”.
Follow-up nudge
A second, shorter message if they don't open the chat.
Attention grabber
A photo and short line next to the bubble. How to →
Message a live visitor
Pick someone from the visitor list and write to them directly.
Setup
Turn on proactive chat in three steps
About 10 minutes.
1
Pick a template
Flows → Ready-made Flows.
3
Switch it on and test
Use a private window to see it as a first-time visitor.
Copy and paste
Proactive messages by page
Use these as welcome Flows and your away message. Change the details to match your business.
| Where | Message |
|---|---|
| Product page (40 s) | Need help choosing? Ask me about sizes or delivery. |
| Pricing page (30 s) | Comparing plans? I can help you pick in a minute. |
| Cart (exit intent) | Leaving already? Tell us what's stopping you. |
| Blog post (60 s) | Enjoying this? Ask us anything about it. |
| Contact page (10 s) | Faster than a form: ask us here. |
Good practice
Proactive chat do’s and don’ts
✅ Do
- Match the message to the page
- Wait until the visitor has had time to read
- Use conditions to reach the right people
- Keep it to one or two lines
- Measure “Shown” and leads per Flow
🚫 Don’t
- Pop up the moment someone lands
- Run five Flows on one page
- Pretend a Flow is a person typing
- Use exit intent on every page
- Forget mobile visitors (exit intent is a desktop signal)
Proactive live chat: FAQ
What is proactive chat?
Messaging a website visitor before they contact you, either automatically with rules or manually.
Will it annoy visitors?
Not if it is relevant and well timed. Each visitor sees a Flow only once and never while already chatting.
Does exit intent work on phones?
Exit intent watches the mouse, so it is mainly for desktop. On phones, use time on page.
Can I target only some countries?
Yes, with a country condition using two-letter codes such as IN, US or AE.
Related
Keep reading
Flows
Start conversations at the right moment with ready-made templates. Learn more →
Create a chat Flow
Templates, triggers and conditions, step by step. Read the guide →
Live chat for sales
Greet buyers at the right moment. Read more →
Start more conversations without more work
Free to start. No credit card. Live on your website in about two minutes.