Live Chat Triggers

Create a New Trigger

Go to Settings > Triggers and click the Add Trigger button to create a new trigger.

Configure the Trigger

Trigger description: Add a short internal description for easy management.

Trigger type: Engagement triggers greet visitors who browse without chatting. Inactivity triggers send a message once per chat when an active chat goes quiet, or when an agent has not replied within the time you set. Exit-intent triggers fire when a visitor moves the mouse toward the browser bar to leave the page, after a minimum time on the page that you set, and open the chat window with your message. Exit-intent works on desktop only, because mobile browsers give no exit signal.

Page selection: Apply the trigger to "All website pages" or "Only specific pages." For specific pages, add the URLs where the trigger should run (it fires when the page URL contains any of them) and set the activation delay (e.g., how many seconds the visitor must stay on the page).

Mobile devices: Check "Disable this trigger on mobile devices" to show a trigger to desktop visitors only.

Example: Shipping Page Trigger

For an ecommerce store, you might create a trigger when a visitor spends more than 40 seconds on your shipping page (e.g., order-info.php). Add the page URL, set the timer to 40 seconds, and your preset message pops up in a bubble next to the chat button. If the visitor replies, an available agent or your AI chatbot can take over.

Whole website uses the total time across all pages. Any single page restarts the timer whenever the visitor navigates to a new page.

Set Agent Name and Trigger Message

Agent name: The name you enter here is shown with the trigger message and in the "{{agent}} joined the chat" line, wherever your widget texts use the {{agent}} variable. Leave it blank to show no name until a real agent joins the chat.

Trigger message: Enter the message that appears when the trigger is activated.

Translations: If your widget has more than one language, every visitor sees the trigger message in the language of their chat. Write your own version for each language, or leave a field empty and onWebChat translates the message with AI when you save.

Test Your Triggers

Each visitor sees at most one engagement or exit-intent trigger per visit, and none once a chat has started. To test updates, open your site in a new tab and clear cookies and session data, or use a private/incognito window. Triggers run only while your chat is online, with an agent available or your AI chatbot switched on.

In Chrome: press F12, open the Application tab, and click "Clear site data." In Firefox: press F12, go to the Storage tab, right-click Cookies and Session Storage, and select "Delete all."