Proactive Support Triggers

Proactive Support Triggers

The best support interaction is one that prevents a ticket entirely. Proactive triggers let your AI chatbot reach out to customers at the right moment.

How Proactive Triggers Work

Triggers monitor customer behavior and fire when specific conditions are met:

1. Event occurs (page visit, error, inactivity)
2. Conditions evaluated (customer segment, time on page, visit count)
3. Action executed (chat message, tooltip, banner)

Common Trigger Types

Onboarding Assistance

• Trigger: New user has not completed setup after 24 hours
• Action: "Need help getting started? I can walk you through setup in 2 minutes."

Error Recovery

• Trigger: Customer encounters an error page or failed action
• Action: "Looks like something went wrong. Here is how to fix it: [context-specific help]"

Checkout Abandonment

• Trigger: Customer has items in cart for 10+ minutes without completing purchase
• Action: "Have any questions about your order? I am here to help."

Feature Discovery

• Trigger: Customer has not used a key feature after 7 days
• Action: "Did you know you can [feature]? Here is a quick guide."

Cancellation Prevention

• Trigger: Customer visits pricing page or cancellation page multiple times
• Action: "Is there anything I can help with? I would love to make sure you are getting the most from your plan."

Configuring Triggers in Corebee

Navigate to Settings > Automation > Proactive Triggers:

{
  "name": "setup-help",
  "event": "page_view",
  "conditions": {
    "page": "/dashboard",
    "user_property": "setup_complete = false",
    "session_count": "> 2"
  },
  "action": {
    "type": "chat_message",
    "message": "I noticed you haven't finished setup yet. Want me to help?",
    "delay": 5000
  },
  "frequency": "once_per_user"
}

Frequency Controls

Prevent trigger fatigue:

• Once per user — Show only once, ever
• Once per session — Show once per visit
• Cooldown period — Wait N days between triggers
• Max per day — Limit total triggers per user per day

Measuring Trigger Effectiveness

Track for each trigger:

• Engagement rate (did the customer interact?)
• Resolution rate (did it solve their issue?)
• Conversion impact (did it affect sign-up or purchase?)
• Annoyance signals (did customers dismiss or complain?)

Disable any trigger with an engagement rate below 5%.

Next up: Connecting Corebee with your existing tools through integrations.