Configure proactive chat engagement
Proactive engagement lets your chat widget appear at an appropriate moment instead of waiting for every visitor to open it manually. You can control: \- Whether the widget opens automatically. \- How long it waits before opening. \- Which pages can trigger it. \- Which pages must be excluded. \- Whether it appears on mobile devices. \- Whether it opens only once during a visitor's session. ## Open the engagement settings 1\. Open Chat & Agents. 2\. Select Chat Widgets. 3\. Open the widget you want to configure. 4\. Find the Engagement settings. 5\. Configure the targeting rules. 6\. Save and publish your changes. ## Set an opening delay Choose how long the widget should wait before opening automatically. A short delay can work well on support or contact pages. A longer delay is usually less disruptive on articles, product pages and other pages visitors may want to read first. The visitor can still open the widget manually before the delay finishes. ## Limit automatic opening to once per session Enable the session limit to prevent the widget from repeatedly opening as the visitor moves between pages. If the visitor manually opens or closes the widget, the widget respects that interaction and does not unexpectedly open again later in the session. ## Configure mobile visibility Decide whether proactive engagement should also run on smaller screens. Before enabling it on mobile, check that the widget: \- Does not obscure important page controls. \- Leaves enough room to read and navigate. \- Is easy to close. \- Works with the page's responsive layout. ## Add page rules Use inclusion rules to specify where proactive engagement is allowed. Example patterns might include: \- /products/ \- /help/ \- /pricing Use exclusion rules for pages where the widget should not open automatically, such as: \- /checkout/ \- /account/ \- /privacy Exclusion rules take priority when a page matches both an inclusion and an exclusion rule. ## Test before publishing Test the widget on: \- An included page. \- An excluded page. \- Desktop and mobile layouts. \- A new browser session. \- Multiple pages during the same session. \- A page where the visitor opens the widget manually. Confirm that the delay, targeting and session behaviour match the intended customer journey. ## Recommended approach Start with a small number of high-intent pages, such as product, pricing or support pages. Review customer interactions before expanding proactive engagement across the rest of your site.