Proactive chat messages: when to show them and what to say
A proactive message is a chat bubble that opens a conversation before the visitor types. Done well, it feels like good service. Done badly, it feels like a pop-up ad.
By the TullyDesk Chat team ·
Timing: don’t greet at the door
Showing a message the instant someone arrives interrupts them before they’ve read anything. Wait until the visitor has spent some time on the page, scrolled, or visited more than one page. Those signals show real interest.
Show each visitor a given message once. If they close it, respect that.
Target the page, not the whole site
The best messages respond to what the visitor is looking at:
- Pricing: “Comparing plans? I can help you pick in a minute.”
- Service area or locations: “Not sure we cover your area? Tell me your ZIP code.”
- Product: “Questions about sizing or delivery? Ask me anything.”
- Contact: “Prefer a quick answer? I’m here right now.”
Write like a person
- Keep it to one or two short sentences.
- Ask a specific question rather than “How can I help?”.
- Offer quick-reply buttons for the most common answers.
- Avoid pressure and fake urgency.
Returning and first-time visitors
A first-time visitor might get a welcome offer. A returning visitor who has looked at the same service twice may be close to deciding; a message like “Welcome back! Want me to check availability?” fits better.
Measure and adjust
For each message, track how many people see it, how many reply, and how many become leads. Change one thing at a time, such as the wording or the delay, and keep what works.
Doing this in TullyDesk Chat
Flows in TullyDesk Chat let you choose the page, timing and audience for each message, add quick-reply buttons and collect leads, and then Tully or your team continues the conversation. Each Flow shows how many visitors it reached and how many conversations it started, and each visitor sees at most one Flow per visit.