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Proactive chat messages for Shopify

The right message on the right page.

Show a short opener when a shopper lingers on your returns page, scrolls to the bottom of a product page or comes back for a third look. · By
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Short answer

In Aide Chat's Proactive tab, write a short message and choose when it shows, by page URL pattern, time on page, scroll depth, visits, referrer, device and how often. It appears as a small dismissible card beside the chat launcher, one at a time, and never in Shopify checkout.
Rules
URL pattern, time on page, scroll depth, visits, referrer, device, visitor attributes.
How often
Once per visitor, once per visit, or every time it matches.
The card
Up to 200 characters, an optional 30-character button, labelled "AI agent for" your brand.
Messages
Up to 20. The first one whose rules match is shown.
Where it shows
Your Shopify store, any site with the snippet, and the thank-you page.
AI replies
The message is your text, so showing it uses none.
Examples

Openers that start real conversations

Messages that work on a store, and what Aide does when the shopper answers.

"Need to send something back? Ask me and I'll walk you through it." A shopper who answers gets the return started, under your Shopify return rules.
Customer
Yes, the jacket from order #3318 is too small.
Aide
Sorry it doesn't fit. Order #3318 is inside your 30-day window, so I've sent a return request for the jacket. You'll hear from us once it's approved.
✓Order #3318 verified · Return requested in Shopify

"Questions about sizing or materials? Ask me about this product." Aide already knows which product and option the shopper is looking at.
Customer
Does this run small? I'm usually a medium.
Aide
This one runs true to size, so a medium should fit. The size guide puts a medium at a 38 to 40 inch chest.
✓Answered from the product page and size guide

"Still deciding? Tell me what it's for and I'll narrow it down." Aide answers from the products in that collection, as cards the shopper can add to their cart.
Customer
It's a gift for my dad. He hikes most weekends.
Aide
Three from this collection hikers like: the Ridge Runner boot, Summit wool socks and the Trail 20L pack. Each one can go straight into your cart from here.
✓3 products shown from Hiking gear

A button can send a message for the shopper. "Track my order" gets the same answer as if they had typed it, once the order is verified.
Customer
Track my order
Aide
Order #2291 is with UPS and out for delivery today. Here's the live tracking.
✓Order #2291 verified · Live tracking from UPS
How it works

Three steps to a proactive message

Write the message

A sentence or two in your own words, an optional sender name and an optional button.

Choose when it shows

Combine a page pattern with time, scroll, visits, referrer or device. Every rule you set must hold.

Let the widget match it

Aide Chat checks the rules on the page itself, with no wait for a server.

Page patterns

A message's page pattern decides where it can show. One asterisk matches within a path segment and two match across segments, so a single pattern can cover every product page, one collection or your returns page. A pattern for /fr/ pages reaches shoppers browsing your French store.

When several messages could match a page, the first in your list wins, so put the most specific first. The card never opens the chat by itself and doesn't show while the chat is already open. Shopify stores can also add messages from Aide's settings in the Shopify admin.

Frequently asked questions

Add a message in the Proactive tab and set Page URL matches to a pattern, such as **/products/ridge-runner* for one product or **/products/* for all of them. Add time on the page or a scroll depth if you only want shoppers who are reading.

Yes. Set seconds on the page, from zero up to an hour, alone or with other rules. The widget waits until that time has passed and then shows the card, unless the chat is already open.

No. In Shopify checkout, Aide Chat waits for the buyer to open it and never shows proactive messages, whatever pages a message targets. Chat in checkout needs Shopify Plus; on the order thank-you page, messages work as they do on your store.

Clicking the card opens the chat. A button can also open a specific screen (Home, a new chat, Messages or Help) or send a message for the shopper, such as "Start a return", so Aide answers it right away.

Not the message itself. If the shopper starts a chat from it, each customer message Aide replies to counts as one AI reply, like any other chat.

Yes. Use the visit rules, for example at most 1 visit for first-time visitors and at least 2 for returning ones. Visits are counted in the shopper's browser.

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