# How to Set Up Proactive Chat Triggers in Arbyn > Stop waiting for customers to ask for help and start engaging them first with Arbyn's five proactive chat triggers. Source: https://arbyn.app/blog/how-to-set-up-proactive-chat-triggers-in-arbyn Published: 2026-08-08 --- Most store owners treat live chat as a reactive tool, a button that waits patiently for a customer to have a problem. This view transforms your support team into a cost center focused on damage control, and it completely misses the vast majority of visitors who have a question but never bother to ask. They just leave. The underlying assumption is that conversations begin when a customer decides to start one. This assumption is wrong, and it’s costing you sales. The alternative is to stop waiting and start the conversation yourself. Setting up proactive chat triggers turns your support function from a passive backstop into an active sales engine. It’s the difference between waiting for the phone to ring and picking it up to make a call that you know will land. The core principle is simple: use visitor behavior to anticipate their needs and offer help at the exact moment it’s most valuable. Instead of waiting for a cart to be abandoned, you intervene while the customer is still hesitating. Instead of hoping a visitor finds the answer to their sizing question, you offer assistance while they are staring at the product page. This isn't about interrupting or annoying visitors with generic pop-ups; it's about using specific, contextual triggers to provide timely help that removes friction and builds confidence. The data on this approach is conclusive. Studies consistently show that visitors engaged through proactive chat convert at dramatically higher rates, sometimes 4 to 5 times higher, than passive browsers. This guide provides a complete walkthrough for the Arbyn proactive triggers setup, explaining the logic behind each of the five trigger types and providing the exact steps to configure them in your store. Why Proactive Engagement Is No Longer Optional The shift from reactive to proactive support isn't a minor tweak; it's a fundamental change in strategy. A reactive model is defined by its limitations. It only catches customers who are frustrated enough to seek help, missing the silent majority who abandon your site without a word. It frames every interaction around a problem, positioning your team as a complaint department. A proactive model, by contrast, creates opportunities. It engages browsers before they become frustrated, answers questions before they become deal-breakers, and transforms potential abandoners into converted customers. Gartner has identified a fundamental shift in strategy toward proactive engagement, projecting it will become the dominant form of customer interaction. Store owners who adapt will build a significant competitive advantage, while those who continue to wait for customers to come to them will be left wondering why their traffic isn't converting. The financial stakes are enormous. In 2026, the average ecommerce cart abandonment rate hovers around 70%. Recovering even a small fraction of these sessions can dramatically increase revenue. Proactive engagement also provides an opportunity to increase average order value through intelligent upselling and cross-selling right inside the conversation. The 5 Arbyn Proactive Triggers You Can Set Up Today Arbyn provides five distinct types of proactive triggers, each designed to target a specific visitor behavior or point in the customer journey. Unlike generic pop-ups, these triggers are contextual. They use real-time data from the visitor's session to deliver a relevant message at the moment of highest impact. You aren't just interrupting; you are intervening with purpose. Understanding the role of each trigger is the first step toward building a comprehensive proactive engagement strategy. Some are designed to save a sale at the last second, while others are geared toward increasing order value or simply providing better service. You can use them individually or in combination to create a sophisticated system that guides visitors from browsing to checkout. Here are the five core triggers available within your Arbyn dashboard: - Cart Timer Trigger: Fires when a visitor has had items in their cart for a specific duration without proceeding to checkout. This is your primary tool for combating cart abandonment in real time. - Spend Threshold Trigger: Activates when a visitor's cart value is close to a predefined goal, such as the amount needed for free shipping or a tiered discount. This is a powerful tool for increasing average order value (AOV). - Page Dwell Trigger: Engages a visitor who has spent a significant amount of time on a single page, such as a complex product page or your pricing page. This signals consideration or confusion and provides an opportunity to offer help. - Return Visitor Trigger: Identifies a customer who has visited your store before and greets them with a custom message. This is excellent for building loyalty and highlighting what's new. - Exit-Intent Trigger: Detects when a visitor is about to leave your site and fires a last-chance message. This is your final opportunity to re-engage a visitor before they are gone for good. Because Arbyn's pricing plans are tiered and based on a flat monthly fee, you can deploy these triggers without worrying about unpredictable costs. All plans include every feature. The free Arbyn Starter plan includes 150 conversations per month. For higher volume, the Arbyn Growth plan offers 500 conversations for $59 a month, and the Arbyn Agent plan provides unlimited conversations for $99 a month. This flat-rate structure encourages you to engage every potential customer, turning your support tool into a powerful sales channel. Configuration Guide 1: The Cart Abandonment Saver The most immediate and high-impact proactive trigger you can set up is the Cart Timer. With the average cart abandonment rate stubbornly fixed above 70%, actively intervening before a customer leaves is critical. This trigger targets visitors who show clear purchase intent by adding items to their cart but then hesitate. The reason for hesitation could be anything from unexpected shipping costs to a simple distraction. The Cart Timer trigger doesn't need to know the reason; it just needs to re-engage the visitor and pull them back into the checkout flow. A well-timed message offering help or a small incentive can be incredibly effective at recovering what would otherwise become a lost sale. The Logic: This trigger monitors the elapsed time since a visitor last modified their cart. If a customer adds an item and then remains inactive on the site for a set number of seconds or minutes without checking out, the trigger fires. The ideal timing is a balance; too soon, and you might seem pushy, too late, and the visitor may have already left. A good starting point is between 60 and 180 seconds of inactivity. Step-by-Step Arbyn Setup: - Navigate to the "Triggers" section from your main Arbyn dashboard. - Click "Create New Trigger" and select "Cart Timer" from the list of trigger types. - In the configuration panel, you'll see a field for "Time in Cart (seconds)." Enter your desired delay. Start with 120 seconds. - Next, define the message Arbyn will send. This is the most important part. Avoid generic phrases. Your message should be helpful and low-pressure. - Craft your message in the "Message" text box. Consider these templates: - The Simple Helper: "Looks like you've got some great items in your cart. Have any questions before you check out? I can help." - The Scarcity Nudge (for products with low stock): "I see you're looking at the [Product Name]. We have limited stock available, happy to help you complete your order." - The Incentive Offer: "Just a heads up, you can complete your order now with a 10% discount. Use code SAVE10 at checkout." (Note: Ensure this discount code is active in your Shopify admin). - Set the trigger to "Active" and click "Save Trigger." Best Practices and Pitfalls: Don't make your first move a discount. Start by offering help. Many customers abandon carts due to simple questions about shipping, returns, or product specs. Answering their question is often enough to secure the sale. Keep the offer of a discount code as a second-line strategy or for an exit-intent trigger. Also, pay close attention to the tone. It should match your brand's voice, whether that's friendly and casual or formal and professional. The goal is to sound like a helpful store associate, not an aggressive pop-up. Finally, use Arbyn's analytics to track the performance of this trigger. If you see high engagement but low conversion, experiment with different message copy or timing until you find what works best for your audience. Configuration Guide 2: Upselling with Intent Proactive triggers are not just for saving sales; they are also powerful tools for increasing them. The Spend-Threshold and Page Dwell triggers are your primary mechanisms for driving up Average Order Value (AOV). Instead of waiting for the customer to hopefully add more items to their cart, these triggers allow you to intelligently suggest relevant additions at the perfect moment. Implementing live chat on a checkout page can significantly increase AOV, and proactive nudges amplify this effect. The key is context. The Spend-Threshold trigger uses cart value as its context, while the Page Dwell trigger uses the visitor's focus and attention as its signal. Together, they allow you to create personalized upselling opportunities that feel like good service, not aggressive marketing. The Logic (Spend Threshold): This trigger fires when a customer's cart total is within a certain range of a valuable milestone. The most common use case is for a free shipping threshold. If your store offers free shipping on orders over $100, you can set a trigger to fire when a customer's cart is between $80 and $99. The message can then inform them how close they are and even suggest a low-cost item to help them reach the threshold. Step-by-Step Arbyn Setup (Spend Threshold): - In the "Triggers" section of Arbyn, create a new trigger and select "Spend Threshold." - Set your "Minimum Cart Value" (e.g., $80) and "Maximum Cart Value" (e.g., $99.99). - Define your "Goal" (e.g., $100). - Craft your message. This message should clearly state the benefit and the path to achieve it. For example: "You're only [Amount Needed] away from unlocking free shipping! A popular addition is our [Low-Cost Product Name], want me to add it to your cart?" - Activate and save the trigger. The Logic (Page Dwell): This trigger identifies a visitor who is spending an unusual amount of time on a specific page. This behavior often indicates either high interest or significant confusion. On a product page for a technical item, it could mean the visitor is struggling with specs. On a pricing page, it could mean they are weighing options. In either case, it's a perfect moment to offer expert help. A proactive message can answer their unasked question and guide them toward a confident decision. Step-by-Step Arbyn Setup (Page Dwell): - Create a new trigger in Arbyn and select "Page Dwell." - Enter the "Target URL." Be specific. Use the full URL of the product or pricing page you want to monitor. - Set the "Dwell Time (seconds)." A good starting point is between 45 and 75 seconds. Don't set it too low, or you'll trigger for everyone who simply reads the page. - Write a highly contextual message. If it's a product page for a jacket, ask about sizing. If it's your pricing page, ask if they'd like help choosing a plan. Example: "I see you're looking at the Expedition Parka. It has a relaxed fit. Do you have any questions about sizing or materials I can help with?" - Activate and save the trigger. Configuration Guide 3: Welcoming Back Customers and Preventing Exit Your final two triggers, Return Visitor and Exit-Intent, address opposite ends of the customer journey. The Return Visitor trigger is about nurturing loyalty and re-engaging customers who already know you. The Exit-Intent trigger is the last line of defense, a final attempt to capture a visitor's attention before they navigate away. While their functions are different, both are crucial components of a mature proactive strategy. Building a relationship with a returning customer can lead to higher lifetime value, while successfully stopping just a small percentage of abandoning visitors can have a significant impact on your overall revenue. Studies show that well-optimized exit-intent campaigns can recover 10-15% of abandoning visitors. When used correctly, these triggers demonstrate that you are paying attention to your customers' needs and are invested in their experience. The Logic (Return Visitor): This trigger uses cookies to identify a browser that has been to your store before. It separates new traffic from repeat traffic. Greeting a returning visitor acknowledges their loyalty and provides an opportunity to personalize their experience. You can welcome them back, show them new arrivals since their last visit, or offer them a small "welcome back" discount. It's a simple gesture that makes a customer feel recognized and valued, strengthening their connection to your brand. Step-by-Step Arbyn Setup (Return Visitor): - From the Arbyn "Triggers" dashboard, create a new trigger and select "Return Visitor." - This trigger has simpler settings. You can choose to have it fire on any page or specify landing pages. For a general welcome, leave it to fire on all pages. - Craft a warm and welcoming message. Avoid being overly familiar, but acknowledge their return. - Simple Welcome: "Welcome back! It's great to see you again. Let me know if you need help finding anything today." - New Arrivals Focus: "Welcome back! We've added some new items since your last visit. Can I show you what's new in [Category]?" - Loyalty Offer: "Glad to have you back! As a returning customer, enjoy 10% off your order today with code LOYAL10." - Activate and save the trigger. The Logic (Exit-Intent): This is arguably the most well-known type of proactive engagement. On desktop, the trigger detects when a visitor's cursor moves rapidly towards the top of the browser window, indicating an intent to close the tab or type a new URL. On mobile, it uses signals like rapid scrolling up or tab switching. This is your last chance to make an offer or ask a question. While average exit-intent popups convert around 3-4%, those shown during checkout to combat cart abandonment can achieve conversion rates as high as 17%. The key is to make a compelling offer that is directly relevant to the action the user was taking. Step-by-Step Arbyn Setup (Exit-Intent): - Create a new trigger and select "Exit-Intent." - You can configure this to fire on all pages, or you can make it more specific. For maximum impact, create separate exit-intent triggers for different contexts (e.g., one for product pages, one for the cart page). - For a cart-page exit intent, the message should be laser-focused on completing the sale. This is the right time to offer a discount. Example: "Before you go! Complete your order now and we'll take 15% off. Does that help?" - For a general site-wide exit intent, the goal might be lead capture rather than an immediate sale. Example: "Leaving so soon? If you have questions, I'm here to help. Or, you can drop your email below and we'll send you a 10% off code for your first order." - Activate and save your trigger(s). It's wise to run only one exit-intent trigger at a time on any given page to avoid overwhelming the visitor. Measuring Success and Refining Your Strategy Setting up your proactive triggers is only the first step. The real work lies in measuring their performance and continuously refining your approach. A 'store owner' mindset means you are never satisfied with the initial setup; you are constantly looking for ways to optimize for better results. Arbyn's built-in analytics and revenue attribution are designed for exactly this purpose. You don't have to guess if your triggers are working, the data will show you precisely how much revenue each proactive conversation is generating. This creates a powerful feedback loop: you launch a trigger, measure its impact on conversions and AOV, and then use that data to inform your next set of tweaks. This iterative process is what separates a store with a few random pop-ups from one with a sophisticated and highly profitable proactive engagement strategy. Within your Arbyn dashboard, navigate to the "Analytics" section. Here, you can filter your reports by conversation type, allowing you to isolate the performance of your proactive triggers. Pay close attention to three key metrics: engagement rate, conversion rate, and attributed revenue. A high engagement rate but low conversion rate for a specific trigger suggests your message is grabbing attention but isn't compelling enough to close the sale. This is a clear signal to experiment with different copy. Try asking a different question, offering a better incentive, or adjusting the tone. Conversely, if a trigger has a low engagement rate, it may be firing at the wrong time or on the wrong page. Consider adjusting the timing delays or URL targeting to find a more opportune moment to intervene. Don't be afraid to test bold ideas. Could you combine a Return Visitor trigger with a Spend Threshold trigger to offer a special loyalty-based shipping upgrade? What if your Page Dwell trigger on a product page offered to start a product quiz to help the customer find the perfect fit? The possibilities are extensive. Treat each trigger as a hypothesis and each week's data as an experiment. For example, run your Cart Timer trigger with a simple "Can I help?" message for one week. The next week, change it to a 10% discount offer. Compare the attributed revenue from both weeks to see which approach is more profitable for your specific audience. This disciplined, data-driven approach will systematically improve your results over time. It's how you turn a powerful set of features into a core pillar of your store's growth engine. If you're ready to move from reactive problem-solving to proactive selling, you can install Arbyn from the Shopify App Store and configure your first trigger in minutes. --- ## Pricing - **Arbyn Starter** - $0/month, permanently free. 150 conversations / month. Resets 1st of each month. - **Arbyn Growth** - $59/month flat. 500 conversations / month. Resets 1st of each month. Or $600/year (just under two months free, saves $108, 15% off). - **Arbyn Agent** - $99/month flat. Unlimited conversations. Or $990/year (two months free, saves $198, 17% off). - **There is no trial.** Billing starts immediately on any paid plan. The free Arbyn Starter plan is permanent. - The conversation cap is the only difference between plans. There is no feature gating. ## Channels Live today: **support email** and **on-site live chat**. That is the complete list. SMS, Instagram DMs, Facebook Messenger, WhatsApp and Voice are on the roadmap and are NOT live. Arbyn does not edit orders or change line items. Money-moving actions (cancel, refund, discount, gift card, reship, return) require the store owner's approval, and then Arbyn performs them. Running them fully autonomously is a beta authorization and is in development. Shipping address changes are already autonomous. ## What Arbyn does on a Shopify order - **Change the shipping address**: Live. Arbyn does this on its own. Arbyn updates the shipping address on the Shopify order itself, inside the conversation, and writes the change to the order timeline. - **Cancel an order**: Live. You approve it, then Arbyn cancels the order. Anything that moves money waits for the store owner's approval. That is a deliberate control, not a missing feature. Once you approve, Arbyn fires Shopify's order cancellation itself and confirms it to the customer. - **Issue a refund**: Live. You approve it, then Arbyn issues the refund. Arbyn prepares the refund against the original payment method and sends it to you. On approval it files the refund in Shopify. You can cap the value it is allowed to prepare, per channel. - **Apply a discount**: Live. Arbyn creates a real Shopify discount and applies it to the cart, handing the shopper a checkout with the code already on it. It can also issue a discount code on an order once you approve it. - **Send a gift card, or reship an order**: Live. You approve it, then Arbyn does it. Arbyn creates the gift card, or raises the replacement order, in Shopify once you approve. - **Start a return**: Live. You approve it, then Arbyn opens the return. Arbyn opens the return in Shopify on your approval. - **Look up a gift card or store-credit balance**: Live. Arbyn does this on its own. "Do I have store credit left?" is a question most support tools answer with a human. Arbyn reads the balance itself, for a verified customer or from the code they give you, and reports the masked card, the balance and the expiry. If there is no card, it says so rather than guessing. - **Handle a subscription question**: Live. You choose what it does. Arbyn knows which of your products are sold as a subscription, shows that on the product card in the conversation, and sends a subscriber to their subscription management page to pause, skip or cancel. It answers how your subscriptions work from your own knowledge, but it does not read an individual customer's contract, so it will not state their renewal date or status. Most cancels are a customer with product piling up, and the fix is getting them to the page where they can slow the cadence down. Reading the contract itself is on the roadmap. - **Answer support email and live chat**: Live. Arbyn reads every inbound support email and every chat, works out the intent, pulls the live Shopify context, and replies in your brand voice. Money-moving actions (cancel, refund, discount, gift card, reship, return) require the store owner's approval, and then Arbyn performs them. Running them fully autonomously is a beta authorization and is in development. Shipping address changes are already autonomous.