How to Configure Live Chat Triggers and Actions

Configuring Live Chat Triggers and Actions

Live Chat triggers and actions allow you to automate responses and behaviors within your chat widget based on specific visitor activity. This guide will walk you through setting them up.

Creating a New Trigger

To create a new trigger, navigate to the Conversations section of your CRM. Locate and click on the Live Chat settings. Within the settings, find the option for Triggers. Click the button to create a new trigger.

You will need to configure the conditions for the trigger. This typically involves selecting a trigger type, such as when a chat is initiated, when a specific page is visited, or after a visitor has been idle for a set period. Set the specific parameters for your chosen condition.

Defining Actions

Once a trigger is set, you can define the actions that occur when the trigger condition is met. Click to add a new action to your trigger. Common actions include:

• Send an Automatic Message: The system can send a predefined message to the visitor.
• Assign the Chat: Route the conversation to a specific user or team.
• Add a Tag: Apply a specific tag to the contact record.
• Start a Workflow: Trigger a separate automation workflow for the contact.

Configure the details for each action you add, such as the message content or the assignment target.

Saving and Activating

After configuring your trigger and its associated actions, give the trigger a descriptive name for easy identification. Ensure the trigger is toggled to an active state and save your changes. The trigger will now be live and will execute the defined actions whenever its conditions are met by a website visitor.