Preview. The campaign builder is not live yet. This page shows what proactive chat will do, what you can use today, and how it will be billed.
Proactive chat · Preview
Most shoppers who leave never tell you why. Often it was one small doubt: the size, the delivery date, the returns policy. Proactive chat shows a short, specific message at that moment, inside your own chat widget, so the doubt becomes a question your team can answer.
We would rather tell you exactly where proactive chat stands than let you find out after you sign up.
Campaign recipes
These are templates from the Convert area, written out with the trigger each one is planned to use and the greeting it shows. Copy the idea now; switch it on when the builder ships.
Fewer size exchanges, more confident first orders
Show when
Linen & Co.
Not sure about your size? We’ll help you pick in a minute.
Half a minute on one product page usually means interest plus a doubt. Size is the doubt that most often ends in an exchange.
Catch the question that stops a checkout
Show when
Linen & Co.
Questions before you check out? We’re online.
The shopper has done the work of choosing. A short offer of help, not a discount, answers the doubt without training people to wait for codes.
Lift order value without a discount
Show when
Linen & Co.
You’re $6 away from free delivery.
A fact the shopper would want to know anyway. It works best when the gap is small enough to close with one more item.
Answer “where is my order” before it becomes a ticket
Show when
Linen & Co.
Parcel late? Send us your order number and we’ll check.
Someone on the tracking page is already worried. Inviting them to chat is calmer than a frustrated email two days later.
Two more templates, welcome back for returning visitors with an open ticket and a thank-you on the order confirmation page, are listed in the Convert area too.
Every campaign is a set of conditions that must all be true, then one message. This is the planned rule set, with what Hushdesk already receives from your store today.
Page
The address of the page the shopper is on
Page is /products/*
Today: Your store can send page views with the widget’s page call
Time on page
Seconds on the current page
Time on page > 20 s
Today: Planned
Cart value
The cart subtotal
Cart value > $80
Today: Your store can send cart updates with the widget’s cart call
Cart contents
Whether the cart has items
Cart has items
Today: Same cart updates as above
Leaving
The pointer moving toward the browser’s tab bar (desktop)
Mouse heads for the tab bar
Today: Planned, as a template
Returning with an open ticket
A visitor who already has an open conversation
Open ticket exists
Today: Planned, as a template
Cart rules depend on cart data; the Convert checklist asks for your store connected through the Shopify integration.
An email address, a spin of a wheel, a click on a discount. They cover the page and most shoppers close them on reflex. A proactive chat message offers something instead, an answer, and sits in the corner where the chat button already lives.
They are good reminders and worth keeping. But by the time one lands, the shopper has left with their question unanswered. Proactive chat reaches them on the page, while the doubt is still there to be cleared.
Because campaigns run inside the Hushdesk widget, a reply is a normal chat in your shared inbox, with the customer’s orders beside it and your macros ready.
Our advice for the message itself, whichever tool you use.
“Not sure about your size?” earns more replies than “Hi, how can we help?”, because it names the question the shopper already has.
The greeting sits on top of your product page. One sentence and an easy reply beats a paragraph.
Codes in proactive messages teach shoppers to linger and wait. Save them for a rule you can measure.
Product pages get sizing and material answers, the cart gets delivery and returns, the tracking page gets reassurance.
If the message says you are online, make sure someone is. Pair campaigns with your business hours.
Billing
When a chat tool bills per campaign view or click, your best week of traffic is also your most expensive week of software. When campaigns launch in Hushdesk, they are part of your plan. There is no meter that grows with your visitors.
Plans are flat monthly tiers with unlimited seats, and they never upgrade themselves. See every plan on the pricing page, or read how Hushdesk works from install to first reply.
FAQ
Proactive chat is a chat message your store shows to a shopper before they write to you, triggered by what they are doing. A shopper who has spent half a minute on a product page might see an offer of sizing help. In Hushdesk, these campaigns are in preview and will run inside your live chat widget.
Proactive chat is in preview, and the campaign builder is not live yet. Today the Convert area in your workspace shows six ready-made campaign templates and checks that the chat widget is on your store and Shopify is connected. The campaign builder is the part that comes next.
Campaigns will be part of your Hushdesk plan, with no charge per click, view or message shown. Hushdesk plans are flat monthly tiers with unlimited seats that never upgrade themselves, so a busy sale week with many more shoppers seeing a campaign does not change what you pay.
Campaigns are planned to target by page, time on page and cart value. For example: show a sizing message on product pages after twenty seconds, or a delivery message when the cart is worth more than eighty dollars. The templates also cover leaving intent and returning visitors with an open ticket.
A pop-up interrupts the page with an offer, while proactive chat opens a conversation the shopper can answer. In Hushdesk the message appears inside your chat widget, and a reply becomes a normal chat in your inbox, so a real person can pick up the question instead of a form collecting an email.
They do different jobs, and many stores use both. Proactive chat reaches the shopper while they are still on the page and can answer the doubt that is stopping them. An abandoned-cart email reaches them later, after they have left. Chat suits questions; email suits reminders.
Yes, campaigns run inside the Hushdesk live chat widget, so it needs to be installed on your store. The Convert area checks this for you and shows the site where the widget was last seen. Cart-based triggers also need your Shopify store connected from Settings, Apps.
Because campaigns run inside the chat widget, a shopper who replies starts an ordinary chat that lands in your shared inbox. Your team answers it with the same macros, notes and order details as any other conversation, and it counts toward your plan the way any chat does.
Yes, open the Convert area in your Hushdesk workspace. It lists six templates, including sizing help, leaving with a cart, a free-shipping nudge, delivery worries, welcome back and after purchase, each with the moment it fires and a preview of the message in your widget colour.
A good greeting names the doubt the shopper already has and stays under twenty words. “Not sure about your size?” works better than a generic hello because it is specific to the page. Offer help before discounts, and only say you are online when someone on your team is.
It should not if every message is specific, rare and easy to ignore. Show one message per visit at most, match it to the page, and keep it short. A greeting that answers a real question feels like service; a generic hello on every page feels like a pop-up and gets closed.
Want to see the widget campaigns will run in? Open the live demo store.
Free to start, unlimited seats, no card needed. Install the widget now and the Convert area is waiting in your workspace.
