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Prompts

Last updated: 11th April, 2024

🎯 This article will show you how to use Prompts to proactively convert new visitors into leads while they are browsing your site.

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Video Tutorial

Creating a Prompt

Where should I place my Prompts?

Prompts are most effective on high value pages, such as your Pricing page, and where visitors are likely to have questions about your products before purchasing.

For example, want to know why a user is hesitating on your signup page? Use a Prompt to ask them automatically.

We’ve taken great care to ensure Prompts respect and engage your visitors, rather than annoy them. We want the conversation to start on a positive note, so they won’t take over the page, they won’t spam you repeatedly, and you can ignore them if you like – read more about Prompt behaviour.

Building a new Prompt

Prompts are setup on a per project basis, so make sure you’ve selected the correct project first – then just head to Engage > Prompts in the sidebar.

When adding a new Prompt, you’ll be presented with a list of options that break down into 3 categories:

  1. Who should see the Prompt?
  2. When should they see it?
  3. What should the Prompt say and/or do?

Turning a Prompt on or off

When you’re happy with the settings, hit the Save and Publish button to turn the Prompt on. This will start showing the Prompt to new visitors.

You can turn off a prompt at any time by switching the toggle off. This will stop showing the Prompt to your visitors.

Deleting a Prompt

Just click on the Prompt you want to delete and hit the Delete button. Deleting a prompt cannot be un-done.

Prompt Behaviour

Who will the Prompt should be shown to?

A visitor must match all of the rules that you set up in the Who section. Prompts can be shown to visitors who…

  • View a specific page – you can add multiple pages by adding each one on a new line
  • Have been referred from another site – you can list multiple referrers by adding each one on a new line
  • Are in (or not in) a specific country
  • Have viewed X number of pages (this session)
  • Have been online for X amount of time (this session)

When will the Prompt show?

A Prompt can trigger when any of these conditions are met…

  • Time on page – when they have been viewing the current page for X amount of time
  • Exit intent – when the visitor looks like they’re about to leave the page
  • Scroll depth – how far down the page has the visitor scrolled
  • Only during your open office hours – when an agent is available to reply

What will the Prompt say and do?

This is where you give the Prompt purpose. Are you trying to start more conversations or encourage your visitors to take action on something? You can customise the following options:

  • Sender – who the Prompt is from. Either a team member or your 'Company'.
  • Style – how the Prompt is presented. Either as a 'Invitation to chat' or a 'Call to Action'.
  • Message – what should the Prompt say. You can include text, emoji, links, and buttons (if you choose the Call to Action style).
  • Sent as – “Teaser” or “Full text”. Teaser is a smaller message bubble – this is handy if you want to send a really long message but don’t want the message to take up the entire height of the screen. Full text just ensures the whole message shows – ideal for messages of 5-8 lines.

Styles of Prompts

Invitation to Chat style

Encourage a response – the Prompt is displayed with a reply box underneath it.

You can also choose how much of the message should be shown, either a short Teaser version, or the Full message version. By default the 'Teaser' option is selected. This will truncate long messages so that the visitor has to click on the Prompt to open the Assistant to read the full message.

Call to Action

Adding a button – this allows you to add a button with a link to the message.

It also hides the reply box so a visitor’s attention is directed to the action button. These prompts default to Full message display option so that your action button is always visible.

Set your name and photo from Settings > Your Account > Personal.

Set the company name and avatar from Settings > Current Project > Assistant.

Troubleshooting Checklist

🔍 Prompts are only sent to brand new anonymous visitors on your site in an attempt to capture them as a lead. Once they are a lead in Customer Data Hub, you can continue to target them using Automated Messages.

If a visitor dismisses a specific Prompt, they will never be shown that specific Prompt again.

If a visitor replies to a Prompt, they will not be shown any future Prompts because you have already opened a direct line of communication with them.

🔍 Chat Prompts will not show up if the visitor is using an ad blocker on their browser or if you've blocked their IP address. This can also catch you out when testing a prompt, if you have blocked your own IP address. To resolve this, view the Prompt from an Incognito browser.

If your Prompts are still not showing, try following the steps below.

1. Check your prompt is working

Prompts only display to new anonymous visitors to your site who have never sent you a message before. Therefore to check the prompt is working you will need to do this in a private browser.

  • Open your site in a Chrome Incognito window (or Safari Private browsing mode, or an Edge InPrivate) and head to where you have set up the prompt and wait for it to display from GoSquared Assistant.

  • If you still can't see your Prompt, check that you haven't blocked your IP address (to stop your own site visits polluting your Analytics) in Settings > Current Project > Blocked.

2. Check Assistant is Activated

Prompts display from the GoSquared Assistant so you will want to ensure the Assistant is installed and activated.

  • Ensure GoSquared Assistant is installed correctly and showing on your site. If Assistant isn’t showing, go to our help article here

  • Check GoSquared Assistant is turned on in Project Settings.

3. If you have multiple Prompts

  • Do you have multiple Prompts per page?

A visitor will only see a maximum of one Prompt per page. This means that if you have more than one prompt configured to show on the same page, only the first matching Prompt will be shown.

  • Do you have competing Prompts?

If there are two competing prompts set up to trigger at the same time, the Prompt that is highest up the list of Prompts in the 'Engage > Prompts' screen will trigger first.

4. Try adding a trailing backslash

If you have selected the option Page URL is exactly for your Prompt’s location on a homepage, it is worth adding a trailing backslash, even if your site URL does not typically display it.

For example, if you enter “mywebsite.com” into the Page URL is exactly field, the Prompt might not display. To correct this, simply add the trailing backslash, so the field will now display “mywebsite.com/”.

The Prompt should now display correctly on your homepage.

Advanced URL matching

When choosing who to show a Prompt to, you can use basic URL pattern matching to specify which pages to show them on.

Wildcards

Quickly set up a Prompt to show on lots of pages.

Prompts on a subdomain

Showing a Prompt on just a specific subdomain.