Proactive messages
Show short messages above the chatbot launcher before visitors open the chat, target them by page, and build the workflow that answers when a visitor clicks one.
Proactive messages (also called nudges or suggested messages) appear above the chatbot launcher before a visitor opens the chat. When the visitor clicks one, the chat opens and the conversation starts from that message. They turn a passive launcher into an invitation, for example “Need help choosing a size?” on a product page.
Open them from Outbound → Robylon Chat in the left sidebar. The page is called Webchat Proactive Messaging.
How do I create a proactive message?
Create the message, set its timing and target pages, then build a workflow that handles replies.
Start a new message
Go to Outbound → Robylon Chat and click Create Proactive message.
Fill in the basic details
Name the message, choose its type and write the text. See the fields below.
Continue
Messages are always sent and handed over to the AI agent, so there is nothing to set on this step. Click Next.
Set the delay and display conditions
Choose a Delay Type: Time shows the message after a delay in seconds, and Scroll shows it once the visitor scrolls a set number of pixels. Then choose on which pages it appears, and click Save.
Build the reply workflow
Create a workflow that starts when a visitor replies to the message. See How do I answer visitors who click a proactive message?
What can I set in a proactive message?
Basic details
| Field | What it does |
|---|---|
| Name of the message | An internal name, for example “Pricing page nudge”. Names must be unique. |
| Message Type | Text shows the message in a rounded bubble. Button shows it as a pill-shaped button. Both open the chat when clicked. |
| Type of Text for Nudges | Fixed Text shows exactly what you write. AI Generated Nudge writes the message for each page, following a guideline you give it. |
| Background Color | The colour of the message bubble. |
| Message | The text of the message, with formatting and emoji. |
| Add message | Adds another message, so the visitor sees more than one suggestion. You can add up to 6. |
AI generated nudges are written from the content of the page the visitor is on and your company information, and are kept under 40 characters.
Delay and display conditions
| Field | What it does |
|---|---|
| Delay Type | Time: wait a number of seconds (0 to 120). Scroll: wait until the visitor scrolls a number of pixels (0 to 500). |
| Display Conditions | Show the message only on pages whose URL matches your conditions. |
Each display condition uses Visitor’s URL with one of these comparisons: is, is not, contains, does not contain, starts with or ends with. Use Add Logic to add more conditions and join them with AND or OR.
For example, Visitor’s URL · contains · /pricing shows the message only on pricing pages.
How do I preview a proactive message on my site?
On the Webchat Proactive Messaging page, enter a page address under Preview and click See Preview. The preview shows which message would appear on that URL.
How do I answer visitors who click a proactive message?
Build a workflow whose trigger is When user replies to a proactive message, and pick the proactive message in the trigger. When a visitor clicks the message, the chat opens and this workflow runs, so you can skip the general greeting and go straight to the right flow. A “Free shipping” nudge could lead into a flow that checks the visitor’s cart, for example.
Create a workflow
Go to Settings → Workflows & AI Agents → Workflows and create a new workflow. See Workflows.
Add the trigger
Choose the Robylon Chat channel and the trigger When user replies to a proactive message, then select your proactive message. See Triggers.
Publish
Publish the workflow to make it live.
If a proactive message has several messages, each one can lead to its own branch of the workflow. A proactive message can be linked to only one live trigger at a time.
If no workflow is linked to the proactive message, clicking it opens the chat and runs the chatbot’s usual When a new chat is created workflow.
How do I see how proactive messages perform?
The Chat Widget Engagement section of the Analytics dashboard shows proactive message performance, alongside the web chatbot funnel and trend.