Reach the right visitor at the right moment
An automation is a rule that runs on its own once your conditions are met, sending a chat message or showing a pop-up. You set it up once and it keeps working in the background.
Use automations when you want to greet new visitors, speak to people on a particular page, or reach someone who has returned to your site. They work on the chat widget on your website, and they are multilingual.
Step by step
Switch on visitor registration
Turn on Settings > Users > Register all visitors. Automations that run on page load, and messages aimed at new users, need this. If your conditions use cities, countries or languages, also turn on Settings > Users > Full visitor details.
Set your conditions
Conditions decide when the automation runs. To remove a single condition, empty it. To switch the whole automation off, delete all of its conditions.
Decide between a chat message and a pop-up
A pop-up only appears when the chat is closed, and it overrides your default pop-up. Turn on the message fallback option if you would rather send a chat message when the chat happens to be open.
Add a date or a repeat if you need one
Repeat only works alongside a date time condition. When you use the criteria is exactly, write the date without hours and minutes, for example 25/10/2021 rather than 25/10/2021 10:30.
Settings reference
| Setting | What it does |
|---|---|
| Register all visitors | Found at Settings > Users, this records visitors so automations can run on page load and reach new users. |
| Full visitor details | Found at Settings > Users, this collects the extra visitor data that city, country and language conditions rely on. |
| Date time | A condition that ties the automation to a date and time, and the only condition that Repeat works with. |
| Repeat | Runs the automation again on a schedule, and only functions when a date time condition is present. |
| Message fallback | Sends a chat message instead of the pop-up when the visitor already has the chat open. |
| Custom variable | A condition that checks a JavaScript variable on the page, so example=ABC matches a page containing var example = "ABC"; separate several variables with commas. |
Good to know
Each user receives it once
An automation is sent to any given user a single time. If your users have already received it and you want them to see it again, delete the automation and create a new one.
Live conversations are protected
Chat messages and pop-up fallbacks are only sent when the last user or agent message is more than 10 minutes old. This stops an automated message cutting across a real conversation.
Not for your messaging apps
Automations do not work with WhatsApp, Messenger, Instagram, Telegram, X, Zalo, WeChat, Viber or LINE.
Returning means 24 hours
A visitor is only counted as returning once 24 hours or more have passed since their earlier visit.
Location and language conditions need the right data
Cities work when the location detail reads "city, country" or a city detail exists. Countries need country_code, country, or a "city, country" location, and the country name must be in English. Languages need browser_language or language.
Pop-ups replace your default pop-up
While an automation's pop-up is showing, it takes the place of the default one, and it only appears when the chat is closed.
Common questions
My automation never runs when someone opens the page. What is wrong?
How do I pause an automation without losing it?
Can the same person receive an automation twice?
Why did my pop-up not show?
Do automations reach my WhatsApp or Instagram contacts?
My repeat setting has no effect. Why?
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