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Feature Guide
6 min read
May 06, 2026

Proactive Chat - Complete Setup Guide

Step-by-step guide to configure Welcome Messages, AI Nudges, and Custom Recommendations

What is Proactive Chat?#

Proactive Chat allows you to automatically show messages and product suggestions to visitors on your store. These messages help you engage users and guide them during their browsing journey.

This article explains all AI Popup-related features and how they help your chatbot interact better with users.

You can use Proactive Chat to:

Welcome visitors when they land on your website
Suggest relevant products automatically
Promote selected products with direct actions

There are three types of proactive messages:

Welcome Message
AI Nudge
Custom Recommendation

Where to find it#

Navigate to Chatbots → Select your chatbot → Proactive Chat

Where to find it
Where to find it
Where to find it

How it works#

Proactive Chat works based on trigger conditions. A popup appears when the defined condition is met.

Available trigger options:

Time delay - shows the popup after a set number of seconds
Scroll percentage - shows the popup when the user scrolls to a specific percentage of the page

Additional behavior:

Only one popup is shown at a time
Popups follow the priority order set by the user
AI Nudge and Custom Recommendation work only on product pages

Welcome Message#

Description

Displays a simple greeting message near the chatbot icon.

How to use

Enable the toggle on the Welcome Message card
Click Edit to customize
How to use
How to use
How to use

Configuration options

Set time delay or scroll trigger
Screenshot Preview
Set time delay...

Target Device

Choose where the popup should appear.

Available options:

All Devices - Displays the popup on both desktop and mobile devices.
Desktop Only - Displays the popup only for desktop visitors.
Mobile Only - Displays the popup only for mobile visitors.

This allows you to control which users see each proactive campaign based on their device.

Screenshot Preview
This allows...
Add message text
Add multiple messages (maximum 5)
Click Save
Screenshot Preview
Add multiple...

Behavior

Messages appear one by one
Used to start a conversation with visitors
Behavior
Behavior
Behavior

AI Nudge#

Description

Shows product suggestions based on the product the user is viewing.

How to use

Enable the toggle on the AI Nudge card
Click Edit to configure triggers
How to use
How to use
How to use

Configuration options

Time delay (0 to 600 seconds)
Scroll percentage
Click Save
Click Save
Click Save
Click Save

Target Device

Choose where the popup should appear.

Available options:

All Devices - Displays the popup on both desktop and mobile devices.
Desktop Only - Displays the popup only for desktop visitors.
Mobile Only - Displays the popup only for mobile visitors.

This allows you to control which users see each proactive campaign based on their device.

Screenshot Preview
This allows...

Behavior

Popup appears automatically when conditions are met
Suggestions are generated based on the current product
Click Save
Click Save
Click Save
Note: AI Nudge generates product recommendations in real time. When you enable this feature, make sure it may consume a high number of AI tokens, especially on stores with high traffic.

Custom Recommendation#

Description

Allows you to show selected products to visitors with direct action options.

How to use

Enable the toggle on the Custom Recommendation card
Click Edit to configure
How to use
How to use
How to use

Configuration options

Set time delay or scroll trigger
Screenshot Preview
Set time delay...

Target Device

Choose where the popup should appear.

Available options:

All Devices - Displays the popup on both desktop and mobile devices.
Desktop Only - Displays the popup only for desktop visitors.
Mobile Only - Displays the popup only for mobile visitors.

This allows you to control which users see each proactive campaign based on their device.

Screenshot Preview
This allows...
Select products using "Search and add products"
Screenshot Preview
Select products using...
Add or remove products anytime
Screenshot Preview
Add or remove...
Customize heading text
Customize badge text (optional)
Click Save
Click Save
Click Save
Click Save

Behavior

One product is shown at a time
If multiple products are added, different products may appear on different page visits
When the user clicks "View Product", they are redirected to that product's page
When the user clicks "Ask about it", a message is automatically sent in the chatbot, and the bot provides information about that product
Click Save
Click Save
Click Save
Note: This feature works only on product pages.

Priority settings#

You can control which popup appears first.

Drag and drop cards using the icon on the left side
The top card has the highest priority
Priority settings
Priority settings
Priority settings

Important notes#

Only one popup is displayed at a time
Changes apply only after clicking Save
AI Nudge and Custom Recommendation are limited to product pages

Limits#

Maximum 5 messages in Welcome Message
Time delay range: 0 to 600 seconds

Still Need Help?

Our support experts are ready to assist you. Connect directly via WhatsApp or email for immediate assistance.

+91 7600855571hello@recomai.one

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