Table of contents
How do automatic messages work?
Automatic messages allow you to talk to each visitor on your website as if you were right there next to them.
An automatic message is sent to your website’s visitors when specific conditions are met. For example, you can send an 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.
Preset automatic messages
In Smartsupp, there are three preset automatic messages that cover most of 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.”
- Situation: 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.”
- Situation: 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.”
- Situation: Sent in case a visitor sends a message but no agent answers within 45 seconds
Adding a new bot
You can add a custom bot by going to you Chatbot garage → New bot (1). You can choose one of the predefined messages, or create your custom bot.
Tips for engaging your visitors
Help with order completion
- Situation: 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.
- Message example: “Need help with completing your order? Do not hesitate to ask.”
- Conditions needed:
URL address contains: for example “step2”
Special offer for selected products
- Situation: Message to visitors with a special offer for selected products.
- Message example: “For every bike over CZK 10,000, you will get an Original Water Bottle worth CZK 250 for free. Can I help you choose?”
- Conditions needed:
URL address contains: for example “www.eshop.shop/bicycles”
Help with goods selection
- Situation: Message sent to a visitor to offer help with goods selection.
- Message example: “Need advice on what product to choose? Tell me what your needs are, I will be happy to advise you.”
- Conditions needed:
URL address contains: for example “compare”
Discount on next purchase
- Situation: Message sent to a visitor with a discount coupon after completing an order.
- Message example: “Thank you! The next time you visit us, take advantage of a discount of 100 CZK for your next purchase. Add the coupon code “slevazavernost100″ in your order.”
- Conditions needed:
URL address contains: for example “success”
Advanced settings
In the advanced settings, you can choose the condition in which the message is sent (Launch message) and the way of evaluating conditions (Send message to visitor if). You can also choose more conditions from the list.
| Condition | Possible operators | Description |
| Launch message | When the chat box is loaded | An automatic message is sent when Smartsupp is detected on the website. |
| When a visitor sends a message | The message is triggered when your visitor sends a message. | |
| When a visitor opens a chat box | Messages are triggered when your visitor opens a chat box. | |
| Send message to visitor if | All conditions are met | All conditions must be met to trigger the message (e.g., A and B and C). |
| Any condition is met | At least one condition must be met (e.g., A or B or C). |
List of advanced conditions
In addition to the simple conditions, there are advanced conditions and operators available.
| Condition | Possible operators | Value example | Description |
| URL of website | = equals
!= doesn’t equal ? contains !? doesn’t contain $ matches regular expression |
www.myeshop.cz/cameras | The website address visited by the visitor. The condition is met if the URL contains the entered text, which can be anywhere in the URL. |
| Web page title | = equals
!= doesn’t equal ? contains !? doesn’t contain $ matches regular expression |
Canon cameras | My e-shop | The title of web page that the visitor is currently browsing.
It is shown in the browser tab. The value must be exactly the same as the title. |
| Referer (source) | = equals
!= doesn’t equal ? contains !? doesn’t contain $ matches regular expression |
google.com | The website from which the visitor came to your website (e.g., a search engine, blog, article, or marketing campaign). For your info, the referrer may not always be available (for example, if the visitor types the URL directly into their browser). Some websites also don’t send referrer info. |
| Number of visits | = equals != doesn’t equal < is fewer than > is more than <= is fewer than or equals >= is more than or equals |
2 | How many times a visitor has been on your website. This information is stored in their cookies. We recommend testing automatic messages in an incognito window. |
| Number of chats | = equals != doesn’t equal < is fewer than > is more than <= is fewer than or equals >= is more than or equals |
1 | The number of chats with the visior. |
| Visitor sent message | is true
is false |
It’s triggered when visitor sends a message (is true) or not (is false). | |
| Visitor is/was served | is true
is false |
A visitor is served when an operator sends a message to them. Is true means this has happened, and is false means it hasn’t. | |
| IP address | = equals
!= doesn’t equal ? contains !? doesn’t contain $ matches regular expression |
88.90.91.92 | The visitor’s IP address. |
| City | = equals
!= doesn’t equal ? contains !? doesn’t contain $ matches regular expression |
Brno | The visitor’s city. It’s based on Maxmind geolocation data. Locations of some visitors might be inaccurate, and small cities in particular might be shown as bigger cities in their vicinity. Inaccurate information may also be shown for visitors using mobile data. |
| Country code | = equals
!= doesn’t equal ? contains !? doesn’t contain $ matches regular expression |
DE, IT, ES | The visitor’s country code in ISO 3166-1 alpha-2 form. The list of all countries and their codes can be found here:
https://en.wikipedia.org/wiki/ISO_3166-1_alpha-2#Officially_assigned_code_elements |
| Group | = equals != doesn’t equal |
The visitor’s group. (Only Pro packages can use groups.) | |
| Hour of the day | = equals != doesn’t equal < is earlier than > is later than <= is earlier than or equals >= is later than or equals |
0-23 | The time when the automatic message is triggered. |
| Day of the week | = equals != doesn’t equal < is earlier than > is later than <= is earlier than or equals >= is later than or equals |
Monday – Sunday | The day of the week when the automatic message is triggered. |
| Month | = equals != doesn’t equal < is earlier than > is later than <= is earlier than or equals >= is later than or equals |
January-December | The month when the automatic message is triggered. |
| Browser | = equals
!= doesn’t equal ? contains !? doesn’t contain $ matches regular expression |
Chrome | The visitor’s browser. The value is the same as it is in the user info panel in the visitor’s chat detail. |
| Operating system | = equals
!= doesn’t equal ? contains !? doesn’t contain $ matches regular expression |
Windows, OS X, Android | The visitor’s operating system. The value is the same as it is in the user info panel in the visitor’s chat detail. |
| Platform | = equals
!= doesn’t equal ? contains !? doesn’t contain $ matches regular expression |
Windows, Apple Mac | The visitor’s platform |
| Visitor received an automatic message | is true
is false |
Determine whether or not a visitor received automatic message. | |
| Chatbox status | online
offline |
Determine whether the chatbox is in online or offline mode. |
Any questions? Contact us at support@smartsupp.com
