You can configure and use targeted chats to help you start conversations with visitors at the right time. When used thoughtfully, they can improve engagement and guide customers toward what they need.

What is a targeted chat?

Targeted chats, also called triggers, are a powerful way to engage website visitors proactively and increase conversions. They help you reach out to visitors at the right moment: before they leave your site or when they might need assistance.

With targeted chats, you can automatically open a chat window or send a message based on specific conditions or visitor behaviors.

For example, if a visitor stays too long on your homepage without navigating elsewhere, you can trigger a message offering help or sharing quick links to popular pages.
➡️ To learn more about default targeted chats, check our dedication section in this article.

In short, targeted chats let you define:

• Conditions: When and where the chat should appear).
• Actions: What message or chat should be displayed).

You can easily edit Brevo’s default triggers or create your own custom ones to match your website goals, whether that’s boosting sales, collecting leads, or reducing bounce rate.
➡️ To learn more, check our dedicated section in this article.

Customize or create targeted chats

You can edit existing targeted chats or create new ones. To learn how to create effective chat triggers, check our dedicated section in this article.

1. Click the account dropdown and select Settings > Inbox > Targeted chats & triggers.
   
2. You can either:
   • Click the title of the trigger you want to edit, or
     💡 Good to know

     The default triggers already have conditions and actions set up. You usually only need to add the URL of your website. You can also edit the other settings to fit your needs.
   • Click + New trigger below the list of existing triggers to create a trigger from scratch. Give it a name and description.
     
3. Choose the conditions of your triggers:
   1. WHEN
      Choose when you want your chat to open to visitors: whether when agents are online or offline. For example, you can open a live chat if your agents are online, or a chatbot scenario if they are offline.
      
   2. IF
      Set the condition(s) to define in what cases the chat should open according to one or several conditions. You can pick the conditions next to ADD A CONDITION and fill the different required fields. You can remove a trigger by clicking the cross icon x next to the trigger name.
      
      
      ➡️  For example

      • Current URL: enter the URL of the webpage you want you chat to be triggered.
        
      • Time spent on current page: define after how many seconds the chat should be triggered. For example, you can open a chat after 1 minute on a page if you think your client is struggling with a complex form or action.
      • Exit intent: you can trigger a chat if your client is about to leave to website to retain them.
   3. THEN
      Define what should take place when the conditions you defined are triggered, and how often it should occur.

      Expand the chat widget This action will simply open the chat window without a specific message from your end. Send a message on behalf of an agent This action will open the chat window with a message from your end. Hide the widget completely This option will hide the chat window on the chosen page. Assign visitors to a group You can assign chat conversations to a specific group or team (e.g. your support team on specific pages and sales teams on others). By clicking this option, you will be asked to pick a group. If no agent groups are set up, click Set up groups to do so. Start a chatbot scenario By clicking this option, you will be asked to pick a chatbot scenario. Click Set up chatbot scenarios to configure scenarios.

4. Enable the trigger if you want to use it right away. You can always activate it later from the Targeted chats & triggers page.
5. Click Save.

What are the default triggers?

Depending on the webpage your visitor is on, you might need to assist them and adapt your message. We’ve created the following default triggers for some of the most important triggers, so all you need to do is enter a few details to start using them:

• Front or landing page greeting
  Visitor stuck on the first page and not moving anywhere? Contact them before they leave to ask how can you help and provide links to the popular pages of your website.
• Assistance on complicated pages
  Certain pages on your website seem to trip people up or leave them confused? Maybe there’s a long form visitors need to fill in? Offer your help before they leave the page or get frustrated.
• Open chat window on a "contact us" page
  Visitor looking for the easiest way to contact you? Pop up a chat window and they can contact you in a breeze, rather than having to wait for an email back
• Cart saving and checkout assistance 
  According to research, customers abandon around 68% of shopping carts (source). You can generate significantly more orders just by inviting visitors who have been on the cart page for some time to chat.
• Talk to visitors about to leave
  Convert visitors into customers before they leave your website. Exit-intent technology detects visitor behavior, allowing you to show them a targeted marketing message just before they are gone forever.
• Send a discount to visitors about to leave
  Offer an incentive to visitors who intend to leave your website. Exit-intent technology detects visitor behavior, allowing you to show them a targeted marketing message just before they leave your website forever.

Our recommendations for creating effective chat triggers

Here are a few recommendations to help you create targeted chats that feel personal, helpful, and well-timed:

• Personalize your chat greeting
  A warm and conversational approach makes a great first impression. We recommend using polite, informal language in your welcome message. Instead of relying on generic phrases like “How can I help?”, try adapting your message to match your website content or your visitors’ interests.
  This feels more personal and helps customers find what they’re looking for faster.

• Avoid triggering chats too early
  Reaching out immediately when a visitor lands on your page can sometimes feel intrusive. To provide a smoother experience, default templates include limits and delays to prevent chat pop-ups from appearing too often.

  If you’re creating your own triggers, we recommend adding a short delay before displaying the chat window. This gives your visitors a few moments to explore your site before being invited to start a conversation.

• Set clear expectations when you’re offline

  When your team is unavailable, make sure visitors know their message won’t be answered right away. Add a short note to your offline trigger message, for example: “We’re currently offline, but we’ll get back to you soon!”

  This small touch helps manage expectations and reassures your visitors that their message has been received.

🤔 Have a question?

If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.

If you’re looking for help with a project using Brevo, we can match you with the right certified Brevo Agency partner.