Widget Greeting & Nudges (Page Targeting)

The chat widget greets visitors with a two-line welcome message and can show small rotating nudge messages ("attention messages") on the closed chat bubble to invite a click. Both can be targeted to specific pages of your website with a point-and-click condition builder — the pricing page can open with different guidance than the blog, and nudges can stay off your checkout entirely.

What you'll need

Changes take effect on your website after you publish them with Save & Push to Prod (or the Promote action). Save Changes alone only updates the sandbox copy used for previewing.

The welcome greeting

The greeting is the first thing a visitor sees when the chat opens. It has two lines:

Line Field Styling
First line Static Greeting Bold, e.g. "Hi! I'm your Assistant."
Second line Static User Instruction Muted, e.g. "Ask me anything — I can help with pricing, bookings, and support."

To set the defaults shown on every page:

  1. Open the chat agent for editing and stay on the Setup tab.
  2. Scroll to the Instructions & Greeting section.
  3. Fill in Static Greeting and Static User Instruction.
  4. Click Save Changes — the live preview pane updates immediately.

Page-targeted user instructions

You can replace the Static User Instruction line on specific pages — for example, "Ask me about plan differences or volume discounts" on /pricing while the rest of the site keeps the default.

  1. Open the chat agent for editing and go to the Widget tab.
  2. Open the Page-Targeted User Instructions section. The panel at the top shows your current default under Default (all other pages).
  3. Click Add Page-Targeted Instruction.
  4. Type the instruction text for the variant.
  5. Under Show on pages where, click Add condition and build the page rule (see Building page conditions below). A variant with no conditions matches every page.
  6. Optionally add conditions under Never on pages where to exclude pages — an exclusion always wins over a match.
  7. Click Save Changes, review in the preview, then Save & Push to Prod to publish.

How variants are picked, in order:

  1. Variants are checked top to bottom — the first enabled variant whose conditions match the visitor's page wins. Use the ↑ / ↓ arrows to reorder; put your most specific variants first.
  2. The toggle on each variant enables or disables it without deleting it.
  3. If no variant matches, the widget falls back to the default Static User Instruction.

Nudges (attention messages)

Nudges are the short rotating messages shown beside the closed chat bubble ("👋 Hi there! Need help?"). Configure them on the Widget tab under Attention Messages:

  1. Turn on Enable Attention Messages.
  2. Under Messages, edit the provided defaults or click Add Custom Message. Each row has:
    • A toggle to enable/disable that message.
    • The message text.
    • A sliders button that opens the message's page-targeting rules — Only show on pages where (empty = every page) and Never show on pages where. A count badge on the button shows how many conditions the message carries.
  3. Under Never Show On (Global Block Rules), add conditions for pages where no nudge should ever appear (checkout flows, account areas). Global block rules cannot be overridden by per-message rules.
  4. Adjust Timing Settings:
Setting Meaning Default
Initial Delay (ms) Wait before the first nudge appears 5000
Message Duration (ms) How long each nudge stays visible 4000
Interval Between Messages (ms) Gap between nudges 12000
Max Messages to Show Nudges shown before stopping 3
  1. Save Changes, then Save & Push to Prod to publish.

Rule precedence for nudges: global block rules → per-message "never show" → per-message "only show". A message with no rules can show everywhere that isn't globally blocked.

Building page conditions

Everywhere rules appear — instruction variants, per-message nudge rules, and global block rules — you use the same condition builder. Each condition is three choices:

What to match:

Field Matches against Example value
Page URL The full page address https://example.com/pricing?ref=ad
Page Path The part after the domain /pricing
Hostname The domain only www.example.com

How to match: equals, does not equal, contains, does not contain, starts with, ends with, matches glob (* / **), and — for hostnames — is domain or subdomain of.

The value to compare against.

Within one rule list, conditions are OR-ed: the list matches when any condition matches. Add one condition per page or pattern you want to include.

Glob patterns

Examples

Goal Condition
Only the pricing page Page Path · equals · /pricing
Pricing and everything under it Page Path · starts with · /pricing
Any blog post Page Path · matches glob · /blog/**
Anywhere on a landing-page domain Hostname · is domain or subdomain of · promo.example.com
Everywhere except checkout Put Page Path · starts with · /checkout in the Never list

Troubleshooting

My page-targeted instruction isn't showing on the live site. Check, in order: the variant's toggle is on; a variant above it isn't matching first (first match wins — reorder with ↑/↓); a Never on pages where condition isn't excluding the page; and the change was published with Save & Push to Prod, not just saved to sandbox.

Nudges aren't appearing at all. Confirm Enable Attention Messages is on and the page isn't matched by a Global Block Rule. Nudges are also suppressed once the visitor opens the chat, and for visitors who have dismissed nudges (their choice is remembered in their browser). Finally, remember the Initial Delay — by default the first nudge appears 5 seconds after page load.

My glob doesn't match. The most common cause is * vs ** — * stops at /. /products/* won't match /products/shoes/red; use /products/**.

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