Glossary
Proactive trigger
A rule that makes the agent open the conversation rather than wait. It fires on behaviour (dwell time, exit intent, a stalled cart) and works to the extent that the message matches the behaviour that fired it.
Waiting to be asked is the default, and it is why most site chat sees single-digit engagement: the visitors who most need help are the least likely to open a widget on their own.
A trigger reverses that, and the whole thing lives or dies on relevance. “Can I help?” after four seconds is an interruption. “The size you are looking at is back in stock on the 40th” (on that product page, to someone who has been there two minutes) is help.
Frequency is part of the design. One trigger per session, suppressed for anyone who already dismissed it, is the difference between a feature and the kind of pop-up people install blockers for.
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