Using proactive messages with Front Chat [open beta]

Set up proactive messages with Front Chat to automatically start conversations with your visitors instead of waiting for them to initiate. Send outbound messages on your website or in-app to nurture leads, promote offers, share product launches, and more.

• You must have Front company admin access OR the default workspace admin role to create and edit proactive messages.

• You must have a Front Chat channel set up in order to use proactive messages. Instructions for configuring a Front Chat channel can be found here.

Step 1

Click the gear icon on the top right of Front and select your workspace name in the left sidebar, then click Chatbots and engagement.

Step 2

Click Create proactive message.

Step 3

Fill in the following fields:

• Name: Internal name for the proactive message

• If section (conditions):

  • URL: Enter the URL for the page where the message will be triggered

  • Audience: Select the type of visitor to trigger the message for (all visitors, first time visitors, returning visitors)

• Then section (actions):

  • Proactive message: Enter the message displayed to the visitor

  • Reply type: Select how the visitor can reply to the proactive message

    • Quick reply: Configure the two options visitors can select, then choose what to do next if the visitor replies (create chat conversation, follow up as email, continue to botflow)

    • Open-ended response: Choose what to do next if the visitor replies (create chat conversation, follow up as email, continue to botflow)

  • Add a tag (optional): Select a tag to apply to the conversation when it is created

In this example, we’ll create a proactive message to connect visitors to the sales team when they view a company’s pricing page.

Step 4

Click Create when finished.

Step 5

Click Channels in the left sidebar.

Step 6

Select the Front Chat channel you want to manage, then click the Proactive messages tab.

Step 7

You’ll see a list of all proactive messages configured for your workspace. Toggle on the proactive message you’d like to enable for the channel.

Step 8

Your proactive message will now display in the chat widget.

For each proactive message, you can configure the following settings:

On your website, the proactive message will automatically display above the Front Chat widget. It will appear as the first message when the widget is expanded.

For quick replies, visitors will see the two options you’ve configured.

After a visitor replies to a proactive message, agents will see the response in the first message of the chat conversation.

Proactive messages are triggered 7 seconds after a visitor views a page.

Yes. You can enable multiple proactive messages for one Front Chat channel. We recommend configuring a sort order to ensure your proactive messages display in the order you expect.

Not yet, but analytics for proactive messages are on the roadmap for future updates.

Not at this time. If you’d like to see additional audience attributes, please submit a feature request with the attribute(s) you’d like to leverage in your workflows.

This feature is available on all the latest plans.