Proactive Chat 'Order' and 'Triggers' Overview
  • 16 Feb 2022
  • 5 Minutes To Read
  • PDF

Proactive Chat 'Order' and 'Triggers' Overview

  • PDF

You could have one, two, or 50 campaigns all active simultaneously, but it doesn't mean they have equal priority on how each one of them is triggered. This is where 'Order' can bring harmony to your Campaigns, along with 'Triggers.'

How 'Order' works

Let's imagine that you have three active Campaigns for different business reasons:

  1. Payment page – Campaign is configured due to a large number of page drop-offs from the payment page.
  2. New women's running shoes Campaign is configured to answer questions because support is getting too many questions.
  3. Cart value is >$200* Campaign is configured to encourage the completion of a sale.

*feature ability is coming soon

Each Campaign requires an Order number that signifies the priority of the Campaign. 1 is the highest priority.

The Campaign that receives the highest priority depends on your overall goal. If the goal is to increase revenue, then the Payment page Campaign could have Order 1, Cart value is >$200 to have 2, and New women's running shoes have 3. On the other hand, if the goal is to inform Customers better, then New women's running shoes could have order 1, Cart value is >$200 to have 2, and Payment page to have 3.

'Order' value is not always the priority

Order is not the golden rule for prioritizing which Campaigns appear first. Triggers, especially time-based ones (e.g., estimated wait time is >30 seconds), are prioritized and shown to the visitor first if that is the first event that occurs because the Campaign's Triggers were met, even if the said Campaign has lower 'order' value. 

If you have two Campaigns with the same time-based Trigger, and both Triggers were met simultaneously, then Order will be used to prioritize which Campaign is shown to the visitor first.

How Campaign 'Order' is configured

Order for a Campaign is managed on the Campaign settings page. 1 is the top priority, 2 is the second priority, etc.

Order of Campaigns is also visible on the Admin page.

How 'Triggers' work

Triggers are Conditions that must be met for a Campaign to be shown to a visitor. You must have at least one Trigger configured for each Campaign. If you have multiple Triggers, then all of its Conditions must be met for a Campaign to launch. Also, if you have multiple Campaigns for the same web page, then the Campaign with all of its Triggers met first will launch first.

Triggers for a Campaign are managed on the Campaign settings page.


Triggers are made up of the following components:

TriggerQualifiersDescription
URLContains, Exact, Regex

Refers to the URL where a Campaign is shown.

  • If URL is not configured and other Trigger Conditions are met, the Campaign will appear on all web pages where Sidekick exists.
  • Use the Contains qualifier to specify a Sidekick instance where you want the Campaign to appear.
  • Do not include URL protocol (i.e., https://) or commas. 
Time On Pagen/a

Time (in seconds) a visitor must be on a page before a Campaign is shown.

  • If URL is not configured, 'Time On Page' can be used to allow a Campaign to appear on all webpages where Sidekick exists if the visitor stays on the page for a set amount of time.
Estimated Wait Timen/aTime (in seconds) allows for granular control of when a Campaign is shown to a visitor. For example, If a Trigger is = Estimated Wait Time <10 seconds, it will only trigger if the estimated wait time for chat is less than 10 seconds.
Tip - Multiple Triggers
  • You are not required to create multiple Triggers if a single Trigger suits your requirements, but you can add multiple Triggers to tailor to your needs.
  • By default, Proactive Chat Campaigns apply to every Sidekick your brand has active unless you configure a specific URL for a Campaign.

URL - Contains, Exact, Regex

URL allows you to configure what webpage a Campaign appears on. If a URL is not configured as a Trigger and other Triggers are met, the Campaign will appear on all web pages where Sidekick exists.

  • Contains Contains identify parts of the URL to distinguish a webpage in the same domain. For example, us.retale.com and retal.com.nz, where "nz" and "us" can be used to identify a unique webpage in the same domain but with different Sidekicks. If you have multiple Sidekick instances, use this qualifier to specify a Sidekick instance for the Campaign.
  • Exact The URL you're using must match exactly. For example, the URL "/mens/sneakers" would not match the content " retale.com/pages/shoes/mens/sneakers" using Only because the text strings don't precisely match.
  • Regex  Short for Regular Expression, a form of light coding which lets you match patterns in the text without specifying the entire string. This is particularly useful to distinguish URLs that can be part of other URL strings or match phrases with variable text. For example, by using Regex, "/pages*" would be matched to " retale.com/pages/shoes/mens/sneakers," " retale.com/pages/shoes/womens/sneakers," and " retale.com/pages/shoes/kids/sneakers." Regex matching follows Google's re2 library.

Time On Page

Time on page determines how long a visitor must be on a page before the Trigger is met/satisfied.

Estimated Wait Time

Estimated Wait Time allows the Campaign only to appear if chat wait time (based on your chat throttle settings) is less than the configured time.

Multiple Campaigns 

If multiple Campaigns are set up for the same URL/page, the Campaign with all of its Triggers met first will fire first. But If multiple Campaigns have all of their Triggers met simultaneously, the Trigger with the higher priority will take precedence.

How 'Actions' work

Actions contain the actions taken when Triggers and their conditions are met.

Display Greeting

Displays the message a Customer will see as it proactively reaches out to the Customer when a Campaign's Triggers are met.

Ignore Chat Throttling

By default, a Campaign will follow the chat throttling (auto or manual) thresholds currently set up for a Sidekick instance. Check this box if you want to ignore the chat throttling rules for a Sidekick instance. The Campaign will still respect your Sidekick business hour settings. Proceed with caution as disregarding your chat wait times could mean visitors may need to be queued and may sometimes have longer than desired wait times.

If you don't check this box and set up a Campaign, you can use the Estimated Wait Time Trigger, which will only allow a Proactive Chat Campaign to engage if the estimated wait time is less than the threshold you configured.

Skip Onboarding

If onboarding is "enabled" in your Sidekick instance, checking this box skips the onboarding process (i.e., asking the visitor's name and email address) and immediately starts a chat session. If you check this box, Gladly won't identify if the visitor is a known Customer or not and will create a blank Customer Profile.




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