Automatic messages let you proactively engage your website visitors based on their behavior — just like a salesperson approaching customers in a brick-and-mortar store. Combined with Chatbots, they help you start conversations at the right moment, increase engagement, and boost conversions.
We've broken the article into a few sections:
How automatic messages work
An automatic message is sent to a visitor when specific conditions are met — for example, when they view a product page for longer than three minutes, or when they revisit your site.
From the visitor's perspective, it appears as if a live agent has proactively reached out: "Hi there, I see you've been checking out our brand-new Canon camera. Can I help with any questions?"
Where to find them
To add or activate an automatic message, go to your dashboard, click the Robot icon (1), and choose Auto messages (2). To customize messages for a specific language, navigate to Automation → Automatic messages.
Use a preset message
Smartsupp comes with 6 preset messages that cover the most common scenarios. Click + Add new in the upper right corner and scroll down to the Automatic messages section to find them. The presets work out of the box — just enable them.
Preset | Message | When it triggers |
First visit greeting | "Hello, we've noticed that it's your first time here. 👋 If you have any questions, feel free to reach out." | After 30 seconds of a first-time visit |
Returning visitor | "Hi, we're glad to see you again! If you need any help, let us know here in chat." | After 30 seconds for any returning visitor |
We are busy | "We're busy at the moment. Sorry about that. Leave us your email, and we will contact you as soon as possible." | When a visitor sends a message and no agent replies within 45 seconds |
We are offline | "Thanks for the message. Our team is offline. 💤 We will contact you back as soon as we can. 🙂" | 1 second after a visitor sends a message while you're offline |
New product announcement | "New winter collection has arrived! ❄️ Take a look at: www.eshop.en/example" | After 60 seconds for all visitors |
First order discount | "We've got a small gift for you! Enter the code 'sale5' at checkout for 5 EUR off your first purchase. 💸" | After 120 seconds of browsing your website |
Create your own message
You're not limited to the presets. Click + New bot and choose Automatic message to create your own. Write the message text and set the conditions for when it should be sent.
Customize messages for another language
Smartsupp uses English for system messages by default. To use a different language, disable the default messages and create new ones manually:
Open the settings — go to Automation → Automatic messages in your dashboard.
Disable the default messages — open each English preset and toggle it off.
Add your own — click + Add new, enter the text in your preferred language, and set the conditions and timing.
Save and test — verify everything displays correctly on your site.
💡 Smartsupp doesn't translate messages automatically. Translate the text yourself (or with a translation service) and keep tone consistent across all messages for a professional feel.
Tips & examples for engaging visitors
Beyond the presets, here are a few proven scenarios that work well for e-shops and service sites:
Help with order completion — trigger on URLs containing
checkoutorstep2. Example: "Need help with completing your order? Don't hesitate to ask."Special offer for selected products — trigger on URLs containing your category path (e.g.
/bicycles). Example: "For every bike over $400, you'll get a free water bottle. Can I help you choose?"Help with goods selection — trigger on URLs containing
compare. Example: "Need advice on what to choose? Tell me what your needs are and I'll help you decide."Discount on next purchase — trigger on URLs containing
successorthank-you. Example: "Thank you! Use code 'LOYAL100' for $10 off your next order."
Set targeting conditions
Want to trigger messages only on a specific page, at a specific moment, or for a specific audience? Conditions for automatic messages work the same way as chatbot conditions.
💡 For a full overview of available conditions and how to combine them, see Chatbot conditions.
Legacy accounts: Some accounts created before June 8, 2021 still have old automatic messages available. They appear directly under the new automatic messages section in the Chatbot tab. For details, see Old automatic messages — advanced settings.
View statistics
Want to see how often your automatic messages trigger and how many visitors reply? Open the Summary section in the Auto messages tab to track triggers and contact rates per message.
What's next?
Chatbot — build a full conversation flow beyond a single auto-message.
Chatbot conditions — full reference for targeting options.
Welcome message and handover — overview of all greeting and handover options.
Multi-language chatbots — run separate chatbots per language.
Old automatic messages — legacy settings for accounts created before June 8, 2021.
💡 Need more help? Contact our support team — we're happy to assist!