Personalized proactive bubble (beta)
The proactive message is the short line that appears next to the chat bubble after a delay. With the personalized option on, ShopGuide writes that line for each visitor instead of showing the same text to everyone. It is a beta feature and is off by default.
Turning it on
Open Settings → Bubble and find Personalized Proactive Message (beta). Tick Enable personalized proactive message and save.
It is its own setting, independent of the standard Proactive Messages block above it:
- With both on, the visitor sees a personalized line when one is available, and your own proactive message otherwise.
- With the standard proactive message off, the bubble shows only personalized lines and stays silent when there isn't one.
- If an A/B test arm turns proactive messages off, that arm sees neither.
When a visitor gets a personalized line
- Returning visitors and past buyers can get a line on their first page, based on what they looked at or bought before.
- Everyone else can get a line from their third page of the visit, based on the pages they have browsed. The line is refreshed a few times as the visit goes on, so it keeps up with what they are looking at.
- It only works for visitors who have accepted analytics tracking. Without that, your standard proactive message is shown.
- When there isn't enough to go on, or anything fails, your standard proactive message is shown instead.
What the line looks like
The line is short and about products or help choosing, in the shopper's store language. It never contains links, prices, discounts, or claims about watching the visitor. For example, someone going back and forth between two products might see "Need help deciding between the spelt and kamut flakes?".
When the visitor clicks it, the chat opens with that line as the first message and three suggested replies, and the conversation continues from there.