Best Practices

Write compelling greeting messages

Greeting messages appear above the bubble before the user opens the chat. Make them:

Specific: “Questions about our pricing plans?” beats “Need help?”
Action-oriented: Tell users what you can help with
Brief: 1-2 sentences max per greeting card
Varied: Use 2-3 different greetings to avoid repetition

Configure greetings in Branding → Content → Message Greetings.

Choose the right auto-open timing

Auto-open shows the chat frame automatically after a delay:

Don’t auto-open on landing pages — let users explore first
Auto-open on support/help pages — users are already looking for help
5-10 seconds is a good default delay
Disable for mobile — screen space is limited, let users choose to open

Use SSO for logged-in users

If your site has authentication, use SSO to identify users:

Agent can greet them by name
Conversation history persists across sessions
Support team sees who they’re talking to
See SSO setup guide for implementation

Match your brand

The widget inherits your agent’s branding:

Accent color: Set in Branding → Design. Use your primary brand color.
Avatar: Upload a recognizable icon or team photo
Bubble icon: Choose from 16 icons or use your avatar
Position: Bottom-right works for most sites. Use bottom-left if you have a conflicting element.

Trigger Timing

Don't trigger immediately

Give users time to orient themselves before offering help.Recommended delays:

Simple pages: 30-45 seconds
Complex forms: 45-90 seconds
Technical setup: 90-180 seconds

Detect genuine friction, not exploration

Distinguish between:

User reading carefully (good)
User stuck and frustrated (needs help)

Use multiple signals: time + inactivity + scroll position.

Use exit intent carefully

Exit intent (mouse leaving window) is powerful but can feel aggressive. Reserve for high-value pages like checkout.

Trigger Frequency

Limit triggers per session

Max 2-3 triggers per session
Never more than 1 at a time
Wait 5+ minutes between triggers

Respect dismissals

If a user dismisses a trigger:

Don’t show the same trigger again that session
Consider a 24-hour cooldown for that event
Track dismissal patterns to improve targeting

Avoid trigger fatigue

Users who see too many triggers become blind to them. Quality over quantity - fewer, better-timed triggers perform better.

Messaging

Be specific, not generic

❌ “Need help?” ✅ “Having trouble with payment? I can help!”❌ “Click here for support” ✅ “Stuck on this step? I can walk you through it.”

Match your brand voice

If your brand is:

Professional: “Need assistance with checkout?”
Friendly: “Hey! Can I help with that?”
Technical: “Encountering an issue? Let’s debug together.”

Create urgency without pressure

✅ “Your cart is saved for 30 minutes” ❌ “Buy now or lose your cart!”✅ “Questions before you go?” ❌ “Don’t leave! We need you!”

Context

Pass relevant data with triggers

The more context your agent has, the better it can help:

// Good
boostgpt.trigger('checkout_help', {
  cart_value: '$149',
  items: 3,
  user_name: 'Sarah',
  time_on_page: 45,
  current_step: 'payment'
});

// Not as helpful
boostgpt.trigger('help', {});

Include user info when available

boostgpt.trigger('help_needed', { page: '/settings' }, {
  text: 'Need help with settings?',
  user: {
    id: 'user_123',
    name: 'Sarah Chen',
    email: 'sarah@example.com',
    plan: 'pro'
  }
});

This enables personalized responses.

Capture the user's journey

Include:

Current page/step
Previous pages visited
Actions already taken
Time spent

Trigger Style

Trigger cards stack above the widget bubble

Use text to match the situation

Situation	Example Text
Checkout help	”Having trouble checking out? I can help!”
Onboarding stuck	”Stuck on this step? Let me walk you through it.”
Error recovery	”Something went wrong. Click here for help.”
Feature discovery	”Did you know you can automate this?”

Training Your Agent

Include relevant knowledge

Your agent should know:

Product features and pricing
Common issues and solutions
Policies (shipping, returns, refunds)
Technical documentation

Write good prompt templates

Templates should:

Describe the situation clearly
Include all relevant context
Provide instructions on how to help
Set the right tone

Test with real scenarios

Before deploying, test:

Common user questions
Edge cases
Error scenarios
Various context combinations

Analytics & Optimization

Track key metrics

Metric	What It Tells You
Widget Opens	How often users engage with the chat
Trigger View Rate	How often users see trigger cards
Trigger Click Rate	How often users click trigger cards
Resolution Rate	How often chat resolves the issue
Conversion Lift	Impact on desired outcomes

A/B test variations

Test variations of:

Trigger message text
Trigger timing and delay
Greeting messages
Auto-open vs manual open

Iterate based on data

High view, low click: Message isn’t compelling
High click, low resolution: Agent needs better training
Low view: Trigger timing/conditions need adjustment

Common Mistakes

Don’t do these:

Triggering on page load - Let users settle first
Too many triggers - Causes fatigue and annoyance
Generic messages - “Need help?” is forgettable
Blocking the page - Never prevent users from continuing
No dismiss option - Always let users close triggers
Same trigger repeatedly - Respect when users say no
Ignoring mobile - Test on all devices
No analytics - You can’t improve what you don’t measure

Checklist

Before launching, verify: Widget:

Accent color matches your brand
Greeting messages are specific and helpful
Auto-open timing is appropriate (or disabled)
SSO configured for authenticated users
Works on mobile devices
Position doesn’t conflict with other page elements

Triggers:

Timing feels natural, not aggressive
Trigger messages are specific and helpful
Agent is trained on relevant content
Dismissals are respected
Rate limits won’t be exceeded
Legal/privacy requirements are met

Getting Started

Choose Your Path

Providers & Models

Widget Setup

Trigger Timing

Trigger Frequency

Messaging

Context

Trigger Style

Training Your Agent

Analytics & Optimization

Common Mistakes

Checklist

Next Steps

Quickstart

Use Case Guides

​Widget Setup

​Trigger Timing

​Trigger Frequency

​Messaging

​Context

​Trigger Style

​Training Your Agent

​Analytics & Optimization

​Common Mistakes

​Checklist

​Next Steps

Quickstart

Use Case Guides

Widget Setup

Trigger Timing

Trigger Frequency

Messaging

Context

Trigger Style

Training Your Agent

Analytics & Optimization

Common Mistakes

Checklist

Next Steps