Create and Manage Messages

Messages is a feature that allows you to surface targeted messaging when and where you want it. Messages can help you meet goals like increasing engagement with clients and customers, or put helpful articles in a click's reach to improve the self-serve experience on your site or app.

Messages with up to 2,000 unique viewers a month is included in Standard, Plus, and Pro plans. Take a look at Messages Pricing for more details on the viewer pricing. 

Looking for ideas and inspiration for using Messages? Messages Use Cases and Scenarios has a lot to offer!

In this article

Create a Message

You can get really creative and specific with Messages in terms of who sees what Message when. The example shown here will show to any visitor the first time they visit a page that has the J&G Clothing Help Beacon installed. The Banana Shirt Message in the example offered here will serve up a call-to-action for the visitor to pre-order a new design.

Head to Messages from the top menu and you're on your way!

Don't see Messages as an option in the top menu? Messages is not available on any Basic plan or legacy Standard and Plus plans. To move to a plan that includes Messages, your Account Owner can upgrade to a current Standard or Plus plan from Your Plan.


Click Create Message in the top right corner.

Give your Message a name that only your Help Scout Users will see, then click Get Started


You'll start on the Create tab. First up, choose the Beacon that will show this Message. Make sure the Beacon you choose is installed on the pages where you want this Message to appear on your site or app. 

Set an optional Heading and Subtitle, then enter the Body of the Message you'd like to display along with an image. These elements will be visible in the final Message. 

You can add up to 255 characters to the Heading and the Subtitle fields; the Body field has a 500 character limit.

For more on the options for the message body formatting, including inserting images or videos, see Style Your Message.


Select the Action you want to take and define the button text for your action. Check out Messages Actions, Events, and Audience for more details on each Action. 


Choose whether your Message will show a button, and if so if it should show the standard Beacon button or one of your User's avatars. An Edit link appears under the avatar option when selected. Click that link to choose which of your team's avatars will be this Message button. 

A preview of your Message will show on the right side of your screen as you fill in these fields.


Click the Events tab at the top of the page. Choose First visit to show your Message to visitors the first time they land on a page with your Beacon. Head over to Messages Actions, Events, and Audience for more detail on the Sequence of events or Manual options.


Click Audience as the top of the page. Choose Everyone to show the message to all visitors that meet the Event criteria. See Messages Actions, Events, and Audience for more information on the Selected people option. 


Click Schedule at the top of the page. Choose Start now to start your Message showing as soon as you finish the setup. Choose Schedule to specify dates for the start and end of the Message campaign. 


Click Save in the top right corner when you've set each option, then choose Review and Start to review your choices and start the Message, following the schedule you set.

Manage Messages

Head to Messages from the top menu and you'll find a list of all of your active Messages, grouped by the Beacon they're attached to, along with some performance metrics. For more information on the reporting you find here, check out Messages Performance Reports

Edit a Message

Click on any Message in the grid to head to that specific Message's page, then click the Edit Message button. (Note: You'll skip having to click Edit if your Message is still in Draft status, you'll head right to the editor instead.) Step through the same pages as shown above to create a Message

Paused Messages

Messages that you set to Paused status do not show in the grid by default. You will see a link to click to show paused Messages at the end of each list for each Beacon, if there are any. 

Control the Order of Display

Click on a Message and hold to drag them in the order you want them to show to your visitors. This decision point happens when multiple Messages match a visitor and you're using the First visit or Sequence of events event types. 

Pause, Copy, or Delete a Message

Hover over a Message to find the 3 dot option menu at the end of the row. Click the 3 dots to find the choice to  Pause, Copy, or Delete the message. You can also click into a Message and find the options to Pause, Copy, or Delete the message in the pull down menu next to the Edit Message button. 

Caution: Deleting a Message also deletes all of its history and is permanent — there is no option to restore a deleted Message. 

Keep Track of Contact from Messages

A conversation that originates from a customer action on a Message will show the click in the Beacon History. For example, if we set our Banana Pre-orders Message to Start a Chat as its action and a customer clicks that button, when the chat concludes Beacon History on the transcript will include a line showing that action.

Use the text in that note to search for conversations that began with your Message or set up Workflows to automate actions like sorting those conversations into folders, tagging the conversations as they come in, or sending out a follow up email to the customer.

Show Messages Without Showing Beacon

You do have to install the Beacon embed code on your site in order to show Messages, but you don't have to show that Beacon if you don't want a corner widget hanging around!

Just set your Beacon button style to Hidden in the Beacon builder: 

The Beacon is silently loaded with your site, but the corner widget for Beacon doesn't display. Your Messages will still pop when your visitor should see them based on your criteria even though the Beacon isn't showing on the page. 

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