Chat: Set up campaigns to proactively engage shoppersUpdated 5 hours ago

Campaigns let you proactively engage shoppers on your website by sending them a message through the chat widget. You can target specific customer segments based on conditions like the page they're on, how long they've been there, or what's in their cart. When a shopper replies, their response opens a new ticket in your helpdesk.

Requirements

• If your chat widget is connected to a Shopify store, you need a Convert subscription to create campaigns; helpdesks without a connected Shopify store can create basic campaigns on any Helpdesk plan
• Only admins can create and manage campaigns

Create light campaigns

Gorgias offers two types of campaigns depending on your helpdesk setup. Convert campaigns require a Convert subscription and a connected Shopify store, and unlock broader targeting options, like triggering campaigns based on cart activity, Shopify customer history, and more.

Light campaigns are available to any helpdesk with a chat integration that isn't connected to a Shopify store. They support two trigger conditions — Current URL and Time spent on page — and display a message with basic rich text formatting. If your chat integration is set up in multiple languages, you can target campaigns by language.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Convert.
3. Locate your chat integration in the menu, then select Campaigns.
4. Click Create campaign in the top-right corner.
5. In the Basics step, enter a campaign name and select the language.
6. In the Audiencestep, add at least one trigger condition:
   • Current URL — targets visitors based on the URL they're on. Using contains with a value of / targets all pages on your store; using is with a value of / targets only the homepage. The condition evaluates everything after your domain, including UTM parameters.
   • Time spent on page — triggers the campaign after a visitor has been on the page for a set number of seconds.
7. In the Message step, write your campaign message. You can use rich text formatting, embedded links, images, and emojis. You can also select an agent's name to appear as the message sender, or keep it as Random agent to cycle through every agent's name in your helpdesk.
8. In the Publish step, select either Publish now or Save and publish later.
9. Click Create.

Manage your campaigns

You manage campaigns for each of your chat integrations separately. On an integration's Campaigns page, you can search, filter, and sort your campaigns. To activate, deactivate, or duplicate a campaign, follow the steps below.

Activate and deactivate campaigns

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Convert.
3. Locate your chat integration in the menu, then select Campaigns.
4. Click the toggle next to a campaign in the list to activate or deactivate it.

Edit, duplicate, or delete campaigns

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Convert.
3. Locate your chat integration in the menu, then select Campaigns.
4. Select a campaign from the list to open the detail view and edit, duplicate, or delete it.
5. Make your desired changes, then click Update campaign, Duplicate campaign, or Delete campaign.

When you duplicate a campaign, the copy is named "(Copy) [original name]", saved as inactive, and any links in the message are removed to prevent link tracking conflicts.

Troubleshoot campaigns

If your campaigns are active but not appearing to visitors, the campaign bundle may not be installed. The bundle is a script that enables campaigns to display on your storefront — without it, campaigns are saved in your account but aren't displayed to visitors.

To check whether the bundle is installed or to install it manually:

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Convert.
3. Locate your chat integration in the menu, then select Settings.
4. If the bundle isn't installed, select your installation method:
   • 1-click install — for standard Shopify stores. Not available for headless Shopify stores.
   • Manual install — for headless Shopify stores, WooCommerce, BigCommerce, Magento, or any custom website. Select the Shopify Website or Any Other Website tab, then follow the on-screen instructions.
5. Click Install or Install manually.

Campaign limitations

Campaigns will not trigger in these situations:

• The chat widget is turned off.
• The shopper has already closed or interacted with the campaign in their current browser session. This resets if they switch browsers, use incognito mode, or clear their cache and cookies.
• The shopper opens the chat widget before the campaign triggers. Opening the chat cancels any pending campaigns for that session, but campaigns are eligible to appear again once the shopper refreshes the page.

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