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What are Emplorium Triggers?

Triggers are a set of Conditions that, when met, execute specific Actions. They act as an automated “if this, then that” system for your customer interactions.

For example:

  • IF a visitor spends more than 60 seconds on your pricing page, THEN automatically send them a message offering help.
  • IF a visitor’s country is “Germany” AND they are on a specific product page, THEN assign a “Germany Sales Lead” tag to their chat.

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Building a Trigger: Conditions & Actions

Creating a powerful trigger involves defining precise conditions and the actions Emplorium should take once those conditions are met.

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1. Conditions: Defining When a Trigger Fires

Conditions are the “if” part of your trigger. You can combine multiple conditions using AND/OR logic to create highly specific targeting rules.

Conditions that rely on “visitor values” (e.g., Name, Email, Phone) will only work if that data has already been collected and saved to the visitor’s profile (e.g., via a form in a Flow or manual input by an agent).

Create Trigger Pn

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2. Actions: What the Trigger Does

Actions are the “then that” part of your trigger, executed when all specified conditions are met.

  • Send Auto Message: Automatically sends a predefined message to the visitor. This message will be sent every time the conditions are met.
  • Send First Message: Automatically sends a predefined message, but only one time per visitor when the conditions are first met. Ideal for welcome messages or initial prompts.
  • Assign Tag: Automatically applies a specific tag to the visitor’s chat (e.g., pricing-interest, abandoned-cart).
  • Assign Agent: Automatically assigns the chat to a specific agent.
  • Assign Department: Automatically assigns the chat to a specific department.

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Common Use Cases for Triggers

Triggers are incredibly versatile. Here are some ways you can leverage them to enhance your customer engagement:

Proactive Greetings & Onboarding

Trigger a personalized welcome message or an onboarding flow when a new visitor lands on your site or reaches a specific page for the first time.

_Example: If Visitor Page URL contains /onboarding, THEN _Send First Message: "Welcome! Need help getting started?"

Sales & Lead Qualification

Identify high-intent visitors and offer timely assistance to convert them into leads.

Example: If Visitor Page URL contains /pricing AND Time on Page > 30 seconds, THEN Send Auto Message: "Our sales team is available to answer any questions about pricing!"

Support & Self-Service

Guide visitors to relevant resources or connect them with support when they seem to be struggling.

Example: If Visitor Page URL is /troubleshooting AND Time on Page = 60 seconds, THEN Send First Message: "It looks like you're on our troubleshooting page. Can I help you find a solution?"

Re-engaging Abandoned Sessions

Send a reminder or offer help to visitors who might be about to leave without completing a key action.

Example: If Visitor Page URL contains /checkout AND Visitor is Online is false (after a short delay), THEN Send First Message: "Did you encounter any issues with your checkout?"

Localized Support

Route visitors to specific agents or departments based on their geographic location or language preference (when multi-language support is available).

Example: If Visitor Country is Germany, THEN Assign Department: "German Support"

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Managing Your Triggers

  • Activation Status: Easily toggle triggers On or Off as needed without deleting them.
  • Prioritization: (Coming Soon) Set an order of priority for triggers, especially if multiple conditions could overlap.
  • Testing: Utilize the Virtual Visitor feature to test your trigger configurations in a sandbox environment before deploying them live.

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Best Practices for Effective Trigger Usage

To get the most out of Emplorium Triggers, consider these best practices:

1

Start Simple

Begin with one or two clear triggers to get comfortable with the functionality. Avoid overly complex AND/OR logic initially.

2

Define Clear Goals

Before creating a trigger, identify what you want to achieve (e.g., reduce bounce rate on a specific page, increase demo requests).

3

Avoid Overwhelm

Don’t bombard your visitors with too many messages. Use Send First Message for initial prompts and ensure your auto messages provide genuine value.

4

Test Thoroughly

Always use the <Icon icon=“user-secret” /> Virtual Visitor to simulate scenarios and ensure your triggers fire as expected before going live. This prevents unintended messages or routing issues.

5

Monitor & Refine

Regularly review the performance of your triggers. Are they achieving their goals? Do visitors respond positively? Adjust conditions and messages based on your analytics.

6

Pair with Flows (Advanced)

For more complex interactions after a trigger fires (e.g., asking multiple questions, collecting specific data), consider using a Flow instead of a simple trigger.

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Next Steps