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 adding the Messages add-on and 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. For example: 

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

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 you've defined. 

Selected people
Choose this option to target your Message using identify attributes. This requires that your Beacon has been implemented using identify — see Beacon JavaScript API: Identify for the information your developers will need to use this feature.

Each individual identify attribute can only be used once. 

For example, you can have a single Email > Contains > @example.com condition. That means you have used the Email attribute now though, so you can't add or Email > Contains > example2.com. If you try to save the Audience setting with more than one use of a single attribute, you'll see the fields in an error state with the error This field is invalid when you hover over the exclamation point. 

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