Proactive chat messages for the pages where visitors hesitate
A campaign in Sektra is a proactive chat message that appears as a card beside the chat button on the pages you choose. It reads as a note from a named teammate or from the team, and it opens a conversation in the shared inbox when the visitor taps it. Each campaign reports how often it was shown, opened and replied to. The starters inside the widget can also be routed, so one asks the bot, one reaches a person and one opens a link.
Proactive chat is the practice of opening the conversation before the visitor does, usually on a page where people compare plans or stall during sign-up. A message that fits the page tends to be answered, while a message that fires everywhere becomes noise and is dismissed. The useful part is therefore the targeting: which page, after how long, to whom and how often.
Sektra puts the campaigns on the chat widget your team already runs, so a conversation a campaign starts lands in the same inbox as email and WhatsApp. It carries the same owner, notes, tags and rules as any other conversation, and the record of the visitor builds from it in the same way. A team that runs chat in Sektra needs nothing extra to run campaigns on it.
Target proactive messages by page, visitor and office hours
Page rules decide where the card shows, and each rule can carry its own delay. A rule matches an address that is, is not, starts with, ends with, contains or does not contain the text you enter, and with no rules the card shows on every page. The audience is everyone, new visitors or returning visitors, and the frequency is once per visitor, once per visit or every time the rules match. A campaign can also be limited to the widget's office hours, so a card that promises a quick answer only shows while someone is there to give it.
Who answers a conversation that a campaign starts
Each campaign names who answers the conversations it opens. When a teammate is chosen, the conversation is assigned to that person before the team is alerted, and the inbox's round robin leaves it alone. When nobody in particular is chosen, the conversation is handed out the way any new chat on that widget is, including to the bot when the bot takes new chats. The sender shown on the card and the person who answers can be different people.
Campaign results and a drafted message from the assistant
Every campaign reports three counts: how many times it was shown, how many visitors opened it and how many replied. Each count is recorded once per visitor per day, so a visitor who reloads a page does not inflate the figures. A Suggest a message button drafts the text from the pages the campaign targets and the name of the inbox, and it counts as one assistant action. The draft can be edited before the campaign goes live.
Chat starters that ask the bot, reach a person or open a link
The starters at the top of a chat are the suggested questions a visitor can tap instead of typing. Each starter now has an action. It can ask the bot, which answers from your help center and public knowledge, hand the chat to a person, or open a web address such as a pricing page or a booking form. A team can therefore keep the bot for the routine questions and send a sales question straight to a teammate. The starters are set on the bot tab of the widget's settings.
What your team gets
A message that fits the page
Page rules with their own delay decide where and when the card shows, and the audience and frequency decide to whom.
A conversation with an owner
A reply lands in the shared inbox, assigned to the teammate the campaign names, with the campaign text as its first line.
Counts you can act on
Shown, opened and replied are reported per campaign, once per visitor per day.
Starters that route
A starter asks the bot, reaches a person or opens a link, so routine and sales questions go different ways.
Proactive chat setup in four steps
The steps follow the order a new workspace takes them in, and they use the names of the screens as they appear in the app.
- 1
Open the Campaigns tab
Under Settings, open Chat widget, choose the widget and open the Campaigns tab, then choose New campaign.
- 2
Write the message and choose the sender
Write the message or press Suggest a message, then choose who the campaign comes from under Who it comes from.
- 3
Set the pages, timing and audience
Add page rules under Where it shows, set the delay, choose who sees the campaign and how often, and pick who answers under Replies assigned to.
- 4
Switch it on
Turn on Live on your site, and the card appears on matching pages within a minute.
Common questions
These are the questions teams ask before they set this up. If yours is not covered here, send it to us.
What is proactive chat?
Proactive chat is a message the chat widget shows on its own, before the visitor has written anything, usually on a page chosen by the business. In Sektra it is a campaign: a card beside the chat button with a message from a named teammate or the team, shown on the pages whose rules match. A tap on the card opens a conversation in the shared inbox.
Can a proactive chat message show on one page only?
Yes. Add a page rule whose address is the page, starts with its path or contains a word from it, and the card shows there alone. Each rule can carry its own delay, and a campaign can hold several rules for several pages. Negative rules keep the card off pages you name.
How often does a visitor see the same campaign?
That is set per campaign. Once per visitor shows the card a single time, once per visit shows it again on a later visit, and every time shows it whenever the rules match. A card is never shown while the visitor has a conversation open in the widget.
Who answers when a visitor replies to a campaign?
The teammate named under Replies assigned to, if one is chosen, receives the conversation before the team is alerted. Otherwise the conversation is handed out the way any new chat on that widget is, by round robin or to the bot. In both cases the conversation sits in the same inbox as email and WhatsApp.
Other parts of the same inbox
Sektra compared with the tool you use now
Each page states what the other tool is built for, what it costs and what changes when a team moves to Sektra.
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