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Most visitors who get stuck never ask for help. They hesitate, look around for an answer, and leave. Proactive chat — messaging a visitor before they message you — is how you catch them.
Done badly, it’s the digital version of a shop assistant following you around the store. Done well, it feels like someone noticed you needed a hand at exactly the right moment.
- Be specific
- Wait for a signal
- Once is enough
- A bubble; not a pop-up
- Send it from a person
- Measure replies; not impressions
Rule 1: Be specific, not generic
“Hi! Can I help you?” is easy to ignore because it says nothing. Compare:
- On checkout: “Is the promo code giving you trouble? Happy to check it for you.”
- On pricing: “Comparing plans? Tell me how many people will use it and I’ll suggest one.”
- On a product page after a while: “That jacket runs small — want help choosing a size?”
Specific messages show you understand what they’re doing. They get more replies because they’re easier to answer.
Rule 2: Wait for a signal
Don’t pop up the moment someone lands. Time on a page is a useful signal: ninety seconds on checkout means something; five seconds means nothing. Invite rules let you choose both the page and the delay — anywhere from a few seconds to ten minutes.
Rule 3: Once is enough
The fastest way to make proactive chat annoying is to repeat it. Limit it to one proactive message per visit, and show each automatic invite to a visitor only once. AskCub applies both by default.
Rule 4: A bubble, not a pop-up
A message that covers the page or steals focus feels like an interruption. A small preview bubble next to the chat button, with a name and a face, feels like an offer. The visitor can reply, or close it with one tap and carry on.
Rule 5: Send it from a person
People reply to people. Even an automatic invite should appear in the name of an online agent, with a real photo. If nobody is online, it’s better not to invite at all than to invite and then leave the visitor waiting.
Rule 6: Measure replies, not impressions
For every invite rule, track how often it was shown, opened and replied to. A message with lots of impressions and no replies is noise — rewrite it or turn it off. Keep the ones that start real conversations.
Where proactive chat works best
| Page | Why |
|---|---|
| Checkout and cart | Last-minute doubts: shipping, payment, discount codes |
| Pricing | Plan confusion, team size, billing questions |
| High-value product pages | Sizing, compatibility, delivery dates |
| Contact or help pages | People are already looking for help |
| Returning visitors | They came back — they’re interested |
Where to hold back
Skip proactive messages on pages where people are reading or browsing casually: blog posts, the home page, careers. And never interrupt someone already in a conversation.
The takeaway
Proactive chat isn’t about reaching more people; it’s about reaching the right person at the right moment with the right sentence. One well-timed, specific line beats ten generic pop-ups.
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