Proactive Messages

Proactive Messaging in Yola allows chatbots to initiate Webchat conversations with users, providing a highly customisable way to engage with them based on specific triggers and conditions.

Getting Started

1. Navigate to Chatbots > Apps > Webchat.

2. Expand the Proactive Messages section in the list of settings.

Customising Colours

The Proactive Message Colours settings allow you to style specific elements, as shown in the right-side preview. Customisable elements include:

• Messages

• Quick reply button

• Quick reply button border

Click Save to apply your changes.

Managing Proactive Messages

Creating and Prioritising Messages

1. To create a new proactive message or edit an existing one, expand the Proactive Messages section.

2. Drag and drop messages using the reorder handles to set their priority. The order determines which message is displayed first when multiple triggers are valid.

Enabling/Disabling Proactive Messages

• Toggle Enable this proactive message to activate or deactivate a specific message for live deployment.

Configuring Triggers

Triggers determine the conditions under which proactive messages appear. You can define the following triggers:

1. Time on Page Specify the time (in seconds) after the page loads for the proactive message to appear.

2. URL Rules Define page paths where proactive messages will trigger. Examples:

   • /* applies the message to all pages in the domain.

   • /promotions/* applies the message to all subpages under the /promotions/ path.

   • !/promotions/welcome excludes a specific page (must be combined with another rule).

   Press Save to confirm changes.

3. API Trigger Copy the Proactive Message ID to integrate it into your services. This allows you to trigger proactive messages programmatically based on custom conditions.

   Note: If the user has already opened Webchat or is engaged in a live conversation, proactive messaging will not activate.

Crafting Proactive Messages

The Messages tab lets you design the content of your proactive message. Each message can contain up to five bubbles, including text and media.

1. Add/Edit Message Bubbles

   • Text Message: Add plain text or apply inline styles (e.g., bold, italics).

   • Media Message: Upload an image (.jpg, .png, .webp) or a video (.mp4, .webm). Media will display at a maximum of 260px width and 400px height.

   Tip: Use the reorder handle to arrange message bubbles. Messages are sent sequentially, with slight delays between bubbles to simulate natural conversation flow.

2. Reply Buttons Add up to five optional reply buttons after the proactive message. Configure each button with the following options:

   • Quick Reply: Sends a predefined chatbot reply.

   • Hyperlink: Opens a URL in a new browser tab.

   • Primary Intent: Initiates a conversation flow defined in the chatbot's Intents settings.

   • Button Text: Limited to 40 characters.

   Rearrange buttons using the reorder handle.

   Press Save to apply changes.

Deleting a Proactive Message

To permanently delete a proactive message:

1. Scroll to the bottom of the Proactive Message settings.

2. Click the Delete button.

3. Confirm the action in the pop-up prompt.

Note: This action cannot be undone.

Important Notes

• No Costs for Proactive Messages: Proactive message bubbles do not count as paid interactions. Paid interactions are only logged after the user engages with Webchat, at which point the conversation history begins recording.

• Proactive messages do not appear in the Webchat conversation history.

By leveraging Proactive Messaging, Yola users can engage customers at the right time with tailored messages, enhancing user interaction and customer support.