Configure proactive chat triggers, lead capture forms, CSAT surveys, and concierge bot to boost visitor engagement.
Helpon's Engagement tools help you convert passive visitors into active leads and measure their satisfaction throughout the conversation lifecycle. All engagement features are located under Helpon → Settings → Engagement in your WordPress admin dashboard.
The engagement module includes six core capabilities:
Proactive triggers and lead capture forms are available on all plans. CSAT surveys, concierge bot, pop-up campaigns, and advanced segmentation require the Pro plan or higher.
Proactive triggers automatically open the chat widget or display a teaser message when a visitor meets specific behavioral conditions. Navigate to Helpon → Settings → Engagement → Proactive Triggers to configure them.
| Trigger Type | Description | Default Value |
|---|---|---|
| Time on Page | Opens chat after a visitor spends a set number of seconds on a page | 30 seconds |
| Scroll Depth | Triggers when the visitor scrolls past a percentage of the page | 50% |
| Exit Intent | Detects when the cursor moves toward the browser close/back button | Disabled |
| Page Visit Count | Fires after a visitor views a certain number of pages in a session | 3 pages |
| URL-Based | Triggers only on pages matching specific URL patterns or slugs | All pages |
You can combine multiple triggers using AND or OR logic. For example, trigger the chat when a visitor has been on the pricing page for 15 seconds AND has scrolled past 40%.
Avoid triggering the chat widget too aggressively. A 15–30 second delay on high-intent pages (pricing, contact, services) performs better than triggering on every page after 5 seconds, which can frustrate visitors.
Lead capture forms collect visitor information before or during a chat session. This data is automatically saved to the Helpon CRM as a new contact. Configure forms under Helpon → Settings → Engagement → Lead Capture.
Navigate to Engagement → Lead Capture and toggle Pre-Chat Form to enabled. This displays the form before the visitor can send their first message.
The form includes three default fields: Name, Email, and Phone. For each field, set whether it is Visible, Required, or Hidden. At minimum, one field should be required to create a valid contact record.
Click + Add Field to create custom fields. Supported types include text, dropdown, checkbox, date, and textarea. Custom fields map to CRM contact properties automatically.
Customize the form title, description text, submit button label, and colors. The form inherits your widget's primary color by default but can be overridden per form.
Toggle the GDPR Consent Checkbox to add a required consent field. Customize the consent text and link it to your privacy policy page. Submissions are blocked until the visitor checks the box.
If a visitor has already submitted the pre-chat form in a previous session and their browser cookie is still active, Helpon will skip the form and greet them by name. You can change this behavior under Lead Capture → Repeat Visitor Handling.
CSAT (Customer Satisfaction) surveys measure how satisfied visitors are after a chat interaction. Configure surveys under Helpon → Settings → Engagement → CSAT Surveys.
The survey is displayed inside the chat widget after a conversation ends. Visitors rate their experience on a 1–5 star scale and can optionally leave a follow-up comment.
| Setting | Description | Default |
|---|---|---|
| Rating Scale | Star-based rating from 1 (poor) to 5 (excellent) | 1–5 stars |
| Follow-Up Question | Optional text field asking visitors to explain their rating | Enabled |
| Trigger Timing | When to show: after chat close, after agent resolves, or after inactivity timeout | After chat close |
| Frequency | How often to survey the same visitor: every chat, once per day, once per week, once ever | Once per week |
| Minimum Messages | Only show the survey if the conversation had at least N messages | 3 messages |
All survey responses are available in Helpon → Analytics → CSAT. You can filter by date range, agent, rating score, and channel. Low ratings (1–2 stars) automatically flag the conversation for agent review.
The concierge bot greets visitors with a structured welcome flow that guides them toward the right resource. Instead of an empty chat input, visitors see a welcome message followed by quick-action buttons. Configure it under Helpon → Settings → Engagement → Concierge Bot.
The default greeting flow works as follows:
Each quick-action button can be configured with the following properties:
| Property | Description |
|---|---|
| Label | The text displayed on the button (e.g., "Chat with AI Assistant") |
| Icon | An emoji or icon displayed before the label |
| Action Type | What happens when clicked: start AI chat, connect to agent, open URL, trigger flow, or open booking form |
| Color | Background and border color for the button |
| Visibility | Show always, only during business hours, or only outside business hours |
You can add up to 6 quick-action buttons. Drag and drop to reorder them. Buttons that link to disabled features (e.g., appointments when the module is off) are automatically hidden from visitors.
Set the "Talk to a Live Agent" button to show only during business hours. Outside those hours, replace it with a "Leave a Message" button that triggers the lead capture form instead.
Pop-up campaigns let you display targeted messages to visitors outside the chat widget. Use them for announcements, promotions, onboarding tips, or collecting feedback. Manage campaigns under Helpon → Settings → Engagement → Pop-Up Campaigns.
Select from three display formats: Banner (full-width bar at top or bottom), Bubble (small floating notification near the chat widget), or Card (centered modal with image, title, body, and CTA button).
Write the campaign headline, body text, and call-to-action button text. For card format, you can upload a header image. All formats support custom colors and font sizes.
Define a start and end date for the campaign, or leave it open-ended. You can also restrict display to specific days of the week or hours of the day using the scheduling calendar.
Control how often a visitor sees the campaign: once per session, once per day, once per week, or once ever. This prevents overexposure and reduces visitor fatigue.
Create a variant B with different headline, body, or CTA text. Helpon will split traffic evenly between variants and report click-through rates for each in Analytics → Campaigns. The winning variant can be auto-selected after a set number of impressions.
Some ad blockers may suppress pop-up campaigns, especially the card format. Test your campaigns with popular ad blockers (uBlock Origin, AdBlock Plus) to ensure visibility. The bubble format is least likely to be blocked.
Page targeting lets you display different engagement tools on different pages of your site. Instead of a one-size-fits-all configuration, you can show a lead capture form on your pricing page, a CSAT survey on your support page, and the concierge bot on your homepage. Configure rules under Helpon → Settings → Engagement → Page Targeting.
| Match Type | Description | Example |
|---|---|---|
| Exact URL | Matches a single, specific page URL | /pricing |
| URL Contains | Matches any URL that includes the specified string | /blog/ |
| URL Starts With | Matches URLs beginning with the given path | /services/ |
| Wildcard | Uses * as a wildcard character for flexible matching |
/product/*/reviews |
| Regex | Full regular expression matching for advanced URL patterns | ^/blog/202[4-6]/.* |
| Exclude | Explicitly prevent engagement tools from loading on matched pages | /checkout* |
Here is an example of a page targeting configuration that uses regex to match blog posts published in 2024 through 2026:
^\/blog\/202[4-6]\/[a-z0-9\-]+\/?$
To exclude sensitive pages such as checkout or patient portals from all engagement tools:
/checkout* /patient-portal* /wp-admin* /my-account/orders*
Exclusion rules always take priority over inclusion rules. If a page matches both an include and an exclude pattern, it will be excluded. Rules are evaluated top-to-bottom, and the first matching rule wins.
Visitor segmentation allows you to show different engagement tools to different groups of visitors based on their behavior, device, location, or custom attributes. Configure segments under Helpon → Settings → Engagement → Visitor Segmentation.
| Segment Criteria | Options | Use Case |
|---|---|---|
| Visitor Type | New visitor, Returning visitor | Show lead capture to new visitors, skip for returning ones |
| Page Count | Number of pages viewed in session (e.g., > 3) | Target engaged visitors who have browsed multiple pages |
| Referrer Source | Direct, organic search, social media, paid ad, specific URL | Show special offer to visitors from paid campaigns |
| Device Type | Desktop, tablet, mobile | Use simpler concierge flow on mobile devices |
| Browser Language | Detected from browser locale (e.g., en, es, fr) | Display greeting messages in the visitor's language |
| Location | Country, region, or city (GeoIP-based) | Show location-specific content or branch information |
| Custom Attributes | JavaScript API values set by your theme or plugins | Target logged-in users, WooCommerce customers, or membership tiers |
You can pass custom attributes to Helpon via the JavaScript API on your site. For example, to identify WooCommerce customers:
window.HelponAPI.identify({
name: 'Jane Smith',
email: 'jane@example.com',
plan: 'premium',
totalOrders: 12,
memberSince: '2024-03-15'
});
Once custom attributes are set, you can reference them in segmentation rules. For example, create a segment where plan equals premium and totalOrders is greater than 5 to show a VIP concierge greeting.
Segments work alongside proactive triggers and page targeting. You can create highly specific rules like: show the lead capture form to new visitors from organic search who have viewed more than 2 pages on any /services/* page.
Common issues with engagement features and how to resolve them:
helpon-trigger debug messageshelpon_no_cache to your cache exclusion rules/wp-admin/admin-ajax.php) is not blocked by a firewall or security plugin.popup, .modal-ad, or .promo-banner in custom styling — these are targeted by filter listsEnable debug mode by adding ?helpon_debug=1 to any page URL. This displays a floating panel showing active triggers, segment matches, targeting rules, and engagement tool status. Debug mode is only visible to logged-in administrators.