What is a proactive chat invite?

Good triggers

The best invites answer the question a visitor is about to leave with. Pages where hesitation is common are the usual places:

• Pricing — "Comparing plans? I can help you pick one."
• Checkout or delivery options — "Questions about shipping to your country?"
• Documentation or setup pages — "Stuck on the install step?"

Dwell time is the simplest signal that someone is reading rather than passing through. A message that mentions the page the visitor is on works far better than a generic "How can I help?".

Not annoying

• Show at most one invite per visit, and none to someone who already closed one.
• Do not invite when nobody is available to answer.
• Keep the message short and specific; no pop-ups that cover the page.
• Measure: compare conversion of visitors who saw an invite with similar visitors who did not.

Proactive invites in TapCub

TapCub invite rules match a page pattern and a dwell time, have a priority (when several rules match, only the highest fires) and a message. After the visitor has stayed on a matching page long enough, the invite appears next to the chat bubble in the name of an online agent. A conversation is created only if the visitor opens it and replies; otherwise nothing is stored. Matching and throttling run on the server with no storage in the visitor's browser.

Agents can also message a visitor they see in the realtime list. At most one proactive message is sent per visitor per online window, and the support report attributes conversions to conversations so you can see whether invites pay off.

For trigger settings and invitation copy, see proactive chat best practices.

Related guides: Does Live Chat Increase Conversions? How to Measure It Honestly.