A campaign is a card that appears beside the chat button on the pages you choose, with a message from a named teammate or from the team. A visitor who taps it opens a conversation in the chat inbox with the campaign text as its first line. Campaigns live on the Campaigns tab of the chat widget under Settings, Chat widget, and the widget shows one card at a time, in the order the campaigns are listed.
- Open the Campaigns tab
Go to Settings, then Chat widget, choose the widget and open Campaigns. The tab appears once chat is switched on for the account and the widget is live on your site.
- Write the message
Choose New campaign, give it a name only your team sees, and write the message of up to 500 characters. Suggest a message drafts one from the pages the campaign targets and the name of the inbox, and counts as one assistant action.
- Choose who it comes from
Under Who it comes from, pick a teammate who can write in the inbox, whose name and picture appear on the card, or The team.
- Set where and when it shows
Under Where it shows, add page rules with their own delays, or leave the list empty to show on every page. Set the delay under Timing, counted from when the page loads.
- Choose the audience and frequency
Pick who sees the campaign and how often it shows, and turn on Only during office hours if the card should wait for the team.
- Choose who answers
Under Replies assigned to, pick the teammate who receives conversations from this campaign, or Nobody in particular to let the inbox hand them out as usual.
- Turn it on
Switch on Live on your site and save. The card appears on matching pages within a minute, and switching it off takes it down the same way.
Page rules
A rule compares the page address with the text you enter, and the comparison can be is, is not, starts with, ends with, contains or does not contain. The address is read without the scheme and without a trailing slash, as the whole address and as the path alone, so /pricing matches the pricing page whichever way it was reached. Each rule can carry a delay of its own, which wins over the campaign's delay when that rule is the one that matched. With no rules the card shows on every page.
Audience, frequency and office hours
Who sees the campaign is everyone, new visitors or returning visitors. How often the campaign shows is once per visitor, once per visit or every time the rules match, and a card is never shown while the visitor has a conversation open in the widget. Only during office hours limits the card to the hours set on the widget's Hours tab, so a card that promises a quick reply is shown only while someone is there.
Counts
Each campaign lists how many times it was shown, how many visitors opened it and how many replied. Shown and opened are counted once per visitor per day, and replied counts the conversations the campaign started. Nothing is counted for a card the visitor dismissed.
Starters
The starters at the top of a chat are set on the widget's Bot tab under Starters. Each one has an action. Ask the bot answers from the help center and public knowledge, Talk to a person hands the chat to the team, and a link opens a web address, which must begin with https. A link starter suits a pricing page or a booking form.