Message Triggers let you show a message or change the chatbox when visitors meet conditions such as viewing a particular page or spending time on your website.

On this page

• I. Create a trigger
• II. Choose the actions
• III. Set the events
• IV. Set behaviors and platforms
• V. Enable and test the trigger
• Run a trigger from your website
• Pause or edit a trigger
• If a trigger does not appear

I. Create a trigger

1. Go to AI Agent → Automate → Message Triggers.
2. Click New Trigger.
3. Set an internal name and a trigger identifier, such as pricing-help. The identifier can also be used by your website code.

II. Choose the actions

Choose the actions for your trigger:

• Open chatbox.
• Show a message, such as “Need help choosing a plan?” on a pricing page.
• Change quick replies—see quick-reply setup and translations.
• Play a sound, when the browser allows it.

Browsers may require the visitor to interact with the page before playing a sound.

III. Set the events

Choose when the trigger should run:

• After delay: after a specified time on the website.
• On pages: on matching pages or URL patterns.
• On leave intent: when the visitor appears to leave.
• On click on link: after a particular link click.
• On URL parameters: when the URL contains matching parameters.
• On user event: after a custom event from your website.
• On user data: when custom data matches a condition.

Combine events to narrow the trigger—for example, a pricing page visit plus a 30-second delay. Use clear string values for custom-data matches. See sending events to Crisp.

Target pages with wildcards

Use the URL wildcard examples for exact URLs, single path segments (*), and nested paths (**). Match the hostname exactly, including www when used.

In a Message Trigger, prefix a pattern with ! to exclude it. For example:

!https://example.com/product/*/bbbbbb

This excludes /product/aaaaaa/bbbbbb and /product/ccccccc/bbbbbb.

IV. Set behaviors and platforms

Use the behavior options to control the trigger:

• Sent from website: send the message under the website identity.
• Execute only if website is online: require online availability.
• Execute only upon first visit: limit it to first-time visitors.
• Execute if no other triggers used: prevent it after another trigger has run.
• Execute only if user is from country: restrict it to selected countries.

Choose desktop, mobile, or both. Test automatic chatbox opening on a mobile screen before enabling it broadly.

V. Enable and test the trigger

1. Enable the trigger.
2. Test it on a page that matches its conditions.

Run a trigger from your website

Use the trigger identifier to start it through the Crisp SDK when your app knows the relevant context, such as entering a billing page or completing an onboarding step.

See the JavaScript SDK documentation for the supported methods.

Pause or edit a trigger

Open it in AI Agent → Automate → Message Triggers. Disable it to pause it while keeping the configuration, or edit its settings and save. Test the result after changes.

If a trigger does not appear

Check that:

• It is enabled and the chatbox is not blocked for that page or visitor.
• The exact URL matches, including www when used.
• The delay has elapsed.
• Availability, country, first-visit, and platform conditions match.
• Another trigger has not prevented it from running.
• It has not already fired for that visitor.

Trigger messages do not repeat for the same visitor once they have fired.

If a trigger appears only after the visitor opens the chatbox, check Total Privacy Mode. It delays session initialization until the visitor interacts with the chatbox, which can delay proactive triggers.

For a static greeting, change the welcome message. Use Workflows for multi-step interactions or automated Campaigns for event-based follow-up messages.

Updated on: 13/10/2026