When to Use
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When you want to send a proactive message in the website chat that appears automatically to the visitor (without them initiating the conversation).
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When you want to choose who sees the campaign — all visitors or a specific audience (by tag, filter, or contact list).
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When you want to limit how many times the same contact sees the campaign, with a minimum interval between displays.
Who can use: The Campaigns area is available to Administrator and Supervisor profiles. Agents do not have access to this area.
How It Works
What is an ongoing campaign
An ongoing campaign remains active continuously: whenever a visitor meets the conditions you set, it appears in their website chat. It differs from a one-time send — it has no scheduled date; it reacts to the visitor's behavior.
Who the campaign reaches (audience)
In the audience field, you choose between All visitors or Segment:
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All visitors — the campaign appears to any visitor who triggers the conditions.
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Segment — you narrow down the audience using one of these tabs:
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Tag — appears only for contacts with the selected tag. The check is real-time: on each visit, the system checks if the contact currently has the tag.
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Filter — appears only for contacts matching the filter conditions (also evaluated in real-time).
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CSV — upload a list of contacts and the campaign appears only to them. The list is a snapshot from when it was saved: uploading a new file replaces the previous list.
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Tag, Filter, and CSV target identified contacts. Anonymous visitors only receive campaigns without segmentation (audience "All visitors").
When the campaign triggers (trigger)
In Advanced Settings you define the trigger:
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Time on page — how many seconds the visitor stays on the page before the campaign appears.
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URL — on which page the campaign triggers. Leaving it blank causes it to trigger on any page with the chat.
Display frequency
Also in advanced settings, you can limit how many times each contact sees the campaign:
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Maximum displays per contact — the maximum number of times the campaign appears to the same person.
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Interval between displays (cooldown) — the minimum waiting time before showing it again to the same contact.
The display frequency counts per identified contact, so it only applies in boxes configured as Logged-in area (with identity validation). In boxes without this setting, the field is unavailable — just set the box as "Logged-in area" under the Configure and install widget tab to enable.
Notes
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Leaving the audience and frequency blank maintains the default behavior — the campaign appears for all visitors who meet the trigger, with no display limit.
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The audience accepts one criterion at a time (Tag, Filter, or CSV).