Messages Actions, Events, and Audience

Messages Actions are the call to action you want to display to your visitor. Events define when to show the Message to your visitor. The Audience lets you control who sees the Message. 

Check out Messages for help creating your Message. Looking for more inspiration? Use cases has you covered there!

In this article

Actions

The Action setting allows you to define the action your visitor will take when clicking the button in your Message. In the example below Join a Live Class is the button text defined, and clicking that button will take the visitor to https://www.helpscout.com/classes/

In Messages settings on the Customize tab, select the Action you would like the button to take when clicked, and define the text for the button. 

Actions that are available to be selected depend on other settings in your Beacon. For example, if Chat is disabled in your Beacon, then Start Chat will not be an Action your Message can use. 

Action Description
Open Beacon Beacon opens as if the visitor had clicked on the Beacon icon, to the default Beacon screen as determined by your Beacon's mode setting
Open a Docs Article Opens Beacon and navigates to the specified Docs article. 
Search Docs Beacon opens and performs a search for your specified search query.
Start a Chat (if available) When Users are available to chat, clicking this button will open the Beacon and initiate a chat. If no Users are available to chat, Beacon will fallback and provide a link to the Send a Message screen instead. Check out User Availability and Maximum Chats for more there. 
New Conversation Opens Beacon to the Send a Message screen. Options here are determined by your Contact Form Options settings.
Go to a URL  Link to any website address. 
No Action No button will be displayed. The Message will display your Title, Subtitle, and Message text only. 

Events

An Event is what determines when a Message appears on your page. A Message will only appear the first time a visitor matches the conditions when using the First visit or Sequence of events options. To control how frequently your Message displays to visitors, select the Manual event and build your custom code to control when and where you show a Message. 

First visit

The first time a visitor accesses the page, show the Message.

Manual

Use Beacon JavaScript API to custom code the Message initialization. Select this option to show the JavaScript snippet you'll need to call to show your Message, then you can custom code when you show it. 

To show your Message more than once, add in the {force: true} option to your custom code to make the Message show every time that page is loaded. For example: 

<script>
Beacon('show-message', 'MESSAGE_ID', { force: true })
</script>

Note: The {force: true} setting will override any other Event or Audience settings and always show the Message any time it is called. 

Sequence of events

Conditional trigger values can be combined using AND/OR logic. Each conditional type can only be used once per Message. The available conditions are described below. 

Condition Type Description
Time on page Message will appear after the time specified.
Page views After your visitor views the specified number of pages with Beacon, Message will appear.
Repeat page views Message appears after visitors have viewed the same page with the Beacon your specified number of times.
Page scroll When the page is scrolled, the Message will appear.
Specific URL Message is displayed on load when specified page is visited. Up to 5 URLs can be specified. Wildcards ( * ) and relative URLs are supported. 
Last page viewed Show Message if the referring URL matches your specified page. Up to 5 URLs can be specified. Wildcards ( * ) and relative URLs are supported.

Audience

The Audience setting determines which visitors see the Message. 

Everyone
Use this option to show the message to all visitors on your site or app that match any other event criteria. 

Selected people
Choose this option to target your Message using Customer Properties

Note: Selected people relies on Beacon's identify method and the Customer Properties feature. See Beacon JavaScript API: Identify for the information your developer team will need to implement Beacon so that it is identifying the customer when initialized, which allows it to check Customer Properties for Messages. 

Choose the Customer Property you want to target, then choose the condition or conditions you want to match. For example, the settings below would show the Message to any customer who has the Customer Property Region set as East Coast or Midwest

  • Is will match if the property on the customer record or being sent with identify is an exact match the value you specify. 
  • Is not will match if the property on the customer record or being sent with identify is set to any other option than the value you specify. 
  • Is not set will match if the property is empty on the customer record and not being sent with identify.

You can use AND or OR to set different combinations of properties. You cannot combine AND with OR conditions, and you cannot use AND with multiple conditions on the same property. 

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