Proactive messages
When the assistant speaks first, and how to turn it on.
Last updated · 3 Oct 2026Engaging shoppers
Proactive messages let the assistant open the conversation when a shopper seems to be hesitating. They're off until you turn them on in Settings, under Proactive messages: tick Offer help when a shopper hesitates.
When they appear
| Trigger | When it fires |
|---|---|
| Idle | After about 45 seconds with no scrolling, clicking or typing. Not on cart or checkout pages. |
| Exit intent | When the shopper moves to close the tab. Desktop only. |
| Cart | Shortly after a shopper adds something to their cart. |
Each trigger fires at most once per visit, so shoppers aren't interrupted repeatedly.
Proactive messages only appear when the shopper's cookie choices on the store allow marketing.
What they say
The wording is set by your industry template, for example: "Take your time browsing! Happy to help with styling, sizing, or finding something specific." The triggers and wording aren't customisable.
If a shopper dismisses them
A shopper can turn proactive messages off for themselves. That choice is remembered in their browser.