Open Campaigns, then Proactive messaging, and click New message. The editor has the form on the left and a live preview on the right. You need an admin account.
Pick the widget and format
Choose the Widget, the Customer Service site this message belongs to. You set this once: a message cannot be moved to another widget later.
Choose a Format: Whisper, Card, Bar, Spotlight, or Video. The fields below change to match it.
Write the message
Headline (Card, Bar, and Spotlight), a short bold line, up to 140 characters.
Message, the body line every non-video format shows, up to 600 characters. On a video it becomes an optional caption.
Visual (Card and Spotlight), an emoji or an uploaded image, JPG, PNG, or WebP up to 2 MB.
Video (Video format), an uploaded clip or a YouTube link. Uploaded clips are shown vertical, best at 9:16, up to 45 seconds. The landscape or vertical Shape choice applies only to a YouTube link.
Set the button
Choose the Call to action: Start chat, Open a link, or Dismiss only.
Set the Button label, up to 60 characters. Leave it blank to use the default.
For Open a link, add the Link URL (it must start with https).
For Start chat, you can pre-fill the Visitor's first message. When it applies, tapping the button sends that line and the AI answers it; otherwise the AI opens the chat itself.
You can also set an accent color and a card background. Widget colors come from your messenger settings. See Change your chat widget colors.
Save or set it live
Save draft stores the message without showing it to anyone.
Set live publishes it. There is no separate publish step.
Editing a live message and clicking Save draft unpublishes it. To keep it live after an edit, click Set live again.
