Website Campaigns
Website campaigns are pop-up message boxes that automatically open for visitors when you add a live chat window to your site: a welcome message, a discount, etc.
On this page
- Before You Begin
- 1. Create a new campaign
- 2. Contents
- 3. View
- 4. Conditions: Who should see it, and where?
- When does the campaign start?
- 5. Monitor the results
- Editing, Renaming, and Deleting
- Frequently Asked Questions
- My campaign isn't showing up on the site
- If I run an active campaign, will it close?
- Related articles
Website campaigns are pop-up messages that automatically appear to visitors when you add a live chat window to your site: a welcome message, a discount announcement, or a “Need help?” prompt. You choose who sees them and on which pages; you can track how many people see them and interact with them all from the same screen.
- CampaignsAll your campaigns, their statuses, and results
- New CampaignGet started right away by selecting a ready-made template
- Live Chat SetupThe chat window must be present on your site for campaigns to appear
Before You Begin
Campaigns are displayed through the live chat window you’ve placed on your site; if the window isn’t loaded on your site, the campaign won’t be visible to anyone. The Campaigns screen is accessible to users whose role includes the “Manage Live Chat Campaigns” permission.
In the Campaigns panel on the left menu, under Campaigns › All Campaigns, the Active and Inactive rows filter the list by status.
1. Create a new campaign
- Open the template gallery — Campaigns › Click on the "New Campaign" row or the "New Campaign" button in the list.
- Select a template — "Check-in," "Discount," "Instant Help," "New Feature," "New Product," "Newsletter," "Price Inquiry," "Social Media," and "Welcome" templates come with pre-written text. To set up a campaign from scratch, use the "Start with a Blank Campaign" button.
- Enter a name — In the pop-up window, enter a name and click the "Create" button. The name will be visible only to your team.
- Edit in the Editor — Fill out the Content, Appearance, and Terms tabs. The Live Preview on the right shows every change instantly.
- Save and activate — Click "Save" to return to the list, then click the "Activate" button in the campaign row.
New campaigns are created in a "closed" state. The campaign will not be displayed to any visitors until you activate it.
2. Contents
You can change the campaign name on the Campaign Information card. The Add Content menu on the Content card adds the following blocks:
- Text → Formattable text; you can also add emojis.
- Image → The image you uploaded; if you enter a destination URL, visitors who click on it will be taken to that address.
- Button → Select the button label and action: Close Campaign, Open a Link, Copy Text to Clipboard, Show Link in a Pop-up Window, or Send a Message. You can also adjust the size, style, and color.
- Agent Name → The agent who will appear as the sender in the pop-up window; if you do not select one, the first available agent will be used.
- Message Input → A field where visitors can type directly. This block is always pinned to the bottom.
- Embedded content → A video or page via an embed URL.
Blocks are arranged in the order the visitor will see them; you can reorder them by dragging the handle, or update them using "Edit" or "Remove Content."
When a visitor clicks the "Send Message" button or types a message in the text box, a chat begins, and this chat appears in your inbox.
3. View
- Style: text color, text size (Small, Medium, Large), and pop-up window size.
- Background: solid color, gradient, or image.
- Font: Used in all text blocks within the campaign.
4. Conditions: Who should see it, and where?
Conditions are divided into two groups. In the “All must be met” group, every condition must be true; if you add a condition to the “At least one must be true” group, at least one of them must be true. If you leave both groups blank, the campaign will be displayed to every visitor. Use “Add Condition to Group” to add a row; for each row, select a condition, a comparison operator (such as equals, greater than, contains, or starts with), and a value.
| Condition | What it covers |
|---|---|
| Returning visitor / First-time visitor | Whether the visitor has been here before |
| Time spent on the current page | Seconds elapsed on the open page |
| Time spent on all pages | Total seconds elapsed during the visit |
| Current page URL | The URL of the open page |
| URL of any page visited | On any of the pages opened during the visit |
| Number of pages displayed | Number of pages opened during a visit |
| Has never interacted with the widget | The chat window has never been used |
| Number of days since the user registered | The registration date, or if none exists, the date the customer account was created |
| User's country, browser, platform, device | Based on the visitor's location and device information |
| Custom attribute | One of your customer attributes |
In the "Custom Attributes" condition, you can select attributes that are visible only to visitors; those that are visible only to your team are locked because they are never sent to visitors.
When does the campaign start?
- The chat window reevaluates conditions once per second while the page is open.
- A campaign will not open while the chat window is open or within 15 seconds after the visitor closes the window.
- Only one campaign is displayed on the screen at a time. If there are multiple active campaigns that meet the criteria, the most recently created one is displayed first.
- A campaign opens only once per page view; it can open again if the conditions are met when the visitor loads a new page.
5. Monitor the results
The list includes the Impressions, Interactions, and Conversions values for each campaign. Conversions are the ratio of interactions to impressions.
- Impressions → A campaign is counted when it is opened by a visitor. Re-opens within one minute during the same visitor session are counted as a single impression.
- Interaction → Counted when a visitor clicks a button or a linked image, or submits text via a message input field. One impression generates at most one interaction.
The graph icon in the row opens the Campaign Report: the default time range is the last 7 days; it displays the impression curve, visitor locations, and the most commonly used devices, browsers, and platforms. If you click on a country on the map, the city breakdown opens. The Performance section at the bottom of the list contains the total number of impressions and the Campaign Summary table for recent campaigns.
If the report says "No impressions in the selected date range," first check whether the campaign is active; a closed campaign won’t be shown to anyone.
Editing, Renaming, and Deleting
Clicking on a campaign name opens the editor; the menu with three dots at the end of the line includes Edit, Rename, and Delete. Deletion is permanent and will also delete display records; to simply pause it, turn off the Active toggle.
Frequently Asked Questions
My campaign isn't showing up on the site
Check the following: Is the campaign active? Is the chat window installed on your site? Does the visitor meet the criteria? Is the window currently open? Is a newer campaign that meets the criteria being displayed first?
If I run an active campaign, will it close?
No. Clicking “Save” in the editor does not change the campaign’s active status; the new content will appear on pages loaded by visitors from that point forward.