Automatic messages

Automatic messages are available in both Standard and Pro packages.

Why you should use automatic messages

Automatic messages allow you to talk to each visitor of your website as if you were right there next to them.

These messages (or triggers) help agents start conversations with their visitors. You’re able to engage with potential customer at the exact right moment and guide them to conversion. This can help you increase sales, and the effect is measurable in Google Analytics.

How it works

An automatic message is sent to your website’s visitors when specific conditions are met. For example, you can send automatic message to a visitor that views a specific item in your e-shop for longer than three minutes. The message could be something along the lines of “Hi there, I see you’ve been checking out our brand-new Canon camera. Can I help you with any questions?” To the visitor, it appears as if a live agent is proactively messaging them. Automatic messages are only triggered when you are online.


Go to Settings in your Smartsupp account and click Automatic messages (1) in the menu on the left. You’ll see a few options: Preset messages (2), Activate of message (3), Add new automatic message (4), and Add preset message (5).


Preset automatic messages

In Smartsupp, there are three preset automatic messages that cover most the most common situations. These preset messages work for specific scenarios and have conditions that work best for these given situations, so there’s no real need to change them.

1st visit greeting

  • Message: “Hello, we’ve noticed you’re here for the first time. If you have any questions, don’t hesitate to get in touch.”
  • Sent after 60 seconds of their first visit to your website

2nd visit greeting

  • Message: “Hello, we’re glad you’re back! If you have any questions, we would be happy to help.”
  • Sent after 70 seconds of their second and third visit to your website

“We are busy” message

  • Message: “We’re busy at the moment. Sorry about that. Leave us your email, and we will contact you as soon as possible.”
  • Sent in case a visitor sends a message but no operator answers within 45 seconds

Create your first automatic message

Of course, you are not limited by preset messages — you can create your own. We collected a few tips to engage your visitors via automatic messages. For one, when creating a new message, try to personalize and target each message to achieve the best customer experience possible. We recommend using a consistent tone of voice. Also, adjust all messages to the same style as on your website or offline materials, be it friendly or more formal.

Tips for engaging your visitors

Assistance with selecting a product or service

Your visitor is in pricing. Send them a message offering to help them pick a product.

“Hello, I noticed that you’re looking at our products. Can I tell you more?”

Help with finishing order process

Send an automatic message to a customer that’s looking over their shopping cart for some time. They might be having trouble finishing their order.

“Hello, I noticed that you haven’t completed your order yet. Need some advice with shipping or something else?

Product selection

Have a category or product that has lots of options within it? Send a message to a visitor that has been looking over those products for more than, say, three minutes.

“Hi! It looks like you’re interested in our watches. Can I help you to choose the right one?”

First steps with your app

Say you have complex web app large companies. Offer your customers assistance during the first few steps they take in the app.

“Hey there. Welcome to our ERP system. The most important info is in the “My profile” tab. If you need help with anything, we can offer you a free demo with our product specialist.”

Find out more examples in our blog post.

For even more, here’s how to create a custom automatic message and a list of conditions that you can use.