Heads-up and Quick Replies Overview
In the Heads-up section, you configure messages that encourage visitors to engage with the widget. There are two types:
Heads-up message
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Custom text – a fixed message you write, or the default message.
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AI-generated text – automatically created based on your website content.
Quick Replies
An alternative to Heads-up text. These are predefined reply buttons that let visitors start interacting with the widget instantly. They are available only if chat channel is enabled.
Requirement:
Quick Replies require Automatically Start Conversations to be enabled in Genesys Cloud → Messenger Configuration settings.
Triggers
The widget can engage your website visitors in four different ways.
Each engagement type can be triggered by one or more trigger conditions.
These conditions can be combined using OR logic — meaning that if at least one of them is met, the widget will activate.
Engagement Types
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Show Widget Button – displays the widget button on the page
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Show Widget Button Animation – adds an animation to the widget button to attract attention
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Show Heads-up – shows a subtle message or prompt to engage the visitor
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Show Widget – fully opens the widget
All engagement types can optionally include sound effects.
Trigger Conditions
The widget can appear when:
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a subpage loads,
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the user spends a defined amount of time on the page (e.g., 20 seconds),
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the user scrolls down a defined percentage of the page (e.g., 50%),
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the user intends to leave the page (e.g., switches browser tab or window).
You can define one or several trigger conditions (up to four).
If any of the defined conditions are met, the widget will appear.
Example Configurations
Example of correct configuration:
Widget button settings:
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Show button immediately after the page loads
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The rest of the button and heads-up triggers can be set as you like
Result:
✅ All set triggers will be checked.
Example of incorrect configuration:
Widget button settings:
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Show button after the user scrolls down 50% of the page
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Show heads-up after the user spends 20 seconds on a subpage
Result:
❌ The heads-up may not appear if the user does not scroll 50% of the page height within the first 20 seconds.
Additional behavior
If no contact option is available, the widget will not appear on the website.
If the Scheduled Callback channel is enabled, the widget will always be displayed.