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Triggered Messages (for visitors)

Send targeted triggered (push) messages to your website visitors. Proactively reach out to them and start a conversation based on who they are, where they’re from, and what they do on your website. Chat, capture and qualify leads automatically with triggered messages. 



Create Triggered Messages

You can create a new triggered message in a few minutes. Click on the Campaigns icon in the left menu bar, then select New Campaign > Triggered Messages.




Give a meaningful name to your triggered campaign.


Pick a team member

The first step is to pick a team member who will receive the replies, if any. This will help your customers connect to the right experts in your team and your team to conversations they’re best at handling.


Write your message

Next, compose your message. Make it engaging by adding emojis, images, gifs, and even videos. 


While you are composing your message, you can see a preview of how it’ll appear to your customers on web/mobile app on the right.


For example, if you’re an e-commerce company, you can send out offers to customers if they’ve spent some time on the cart page. You can add a discount coupon image instead of plain text to make your offer more appealing to your buyers.




If you’re in the B2B business, you can trigger a proactive message when a visitor lands on your product comparison page, displaying a video of how you stack up against your competitor.


Pick a Topic to launch your campaign

Choose the right Topic on which you want to launch your triggered message. This will make your message more contextual. Any replies sent will be assigned to the group (your team) mapped to the Topic. This will help you route leads to the right team.



Send your message during your office hours 

Map your message to a Business Hour setting to avoid missing important leads and send your message when your team is available to respond.


Set the trigger conditions

Don’t spam your website visitors. Set a limit on the number of times this message will be triggered for each visitor. 


Set up your audience criteria

Create your audience rules,


Set up the conditions to define the target audience of your message.


For example, visitors who spend more time on your pricing page could be contemplating on making a purchase. You can nudge them with the right message, offering to help them choose a plan or answer any questions they might have. 



Pro-tip: You can also combine 'and' with 'or' filters for more powerful audience targeting.


Launch your Campaign

You’re now ready to launch your message! 



Note: Anyone on your website who has not logged in will get triggered messages.


Disable, edit or clone campaign

You can disable a triggered message anytime by clicking on the drop-down next to the message. You can also edit or clone it to create a similar triggered message.


Measure your triggered message performance

You can track the status of your all your triggered messages and sent, seen and reply rate for each message on the Triggered Messages pages.


You can disable/enable, edit or clone a triggered message anytime by clicking on the drop-down next to the message. 




Prevent Triggered Messages from interrupting an ongoing conversation

In Freshdesk Messaging, you can prevent triggered messages from interrupting your ongoing conversation with a customer or prospect.


To do this, just click on Trigger Configuration in the Campaigns page, select the checkbox and set a time out limit for your Triggered Message.