Follow up with a visitor using a proactive message

When a visitor replies to a proactive chat message, HelpWell starts a conversation in your Inbox. The thread shows your message first, with the visitor's reply under it.

#What the visitor sees

A live chat message appears as a bubble from the sender, for example "Message from Fern". If the message is set to allow replies, the bubble has a Reply button.

When the visitor clicks Reply:

• The chat panel opens.
• Your message is shown at the top of the panel.
• The visitor types a reply and sends it.

#What you see in the Inbox

The reply becomes a conversation. Open it and you will see:

• Your proactive message at the top of the thread.
• The visitor's reply below it.

If a teammate sent the message, the teammate's message comes first. If Fern sent it, Fern's message is stored once.

#Track replies on the message

Each message keeps three counts:

The message also links to its latest conversation.

#Make a message repliable

Only a chat message with replies turned on shows the Reply button. A message also has to be live before visitors see it. A paused message is not shown.

You can also add buttons to a chat message. For example, "Show me" can open the chat and "Not now" can dismiss the message.

#Control how often a visitor sees messages

• By default, the workspace shows one new message per visit.
• Messages can target specific pages, devices (such as mobile) and UTM values, so a reply comes from a visit that matched.
• A message can be set to skip visitors who have already chatted.