Setting a message live makes it eligible, not guaranteed. If visitors are not seeing it, work through these in order. The first few are the most common.
1. Check the status
The message must be Live, not Draft or Paused. Only live messages show.
If you edited it recently and clicked Save draft, it was unpublished. Open it and click Set live again.
2. Check your targeting
Pages. If you set a URL rule, the visitor must be on a matching page, and your exclude rule must not catch it.
Countries. If you listed countries, a visitor whose country cannot be detected is left out. Leave countries blank to show everywhere.
Devices. If you ticked only Mobile or only Desktop, the other device is excluded.
Show after. The pop-up waits the number of seconds you set before it appears. A visitor who leaves sooner never sees it.
3. It was already shown
The frequency setting caps how often the same person is shown a message, and it is tracked per browser. With Once per visitor, someone who has already seen it will not see it again in that browser. Clearing site data, using a different browser or device, or private mode resets the cap and shows it again, so it may look like it is not showing when it simply already did its job.
4. You hit your monthly impression limit
Each plan includes a monthly number of proactive impressions. Once your workspace uses them all, every proactive message stops showing until the period resets. The limit is shared across your whole workspace, so one busy campaign can use it up for the rest. Check the counter at the top of the Proactive messaging page and on your usage page. See Check your usage and Compare Mando plans and pricing.
Free: 1,000 impressions per period.
Light: 10,000. Growth: 50,000.
Business: 100,000. Enterprise: 1,000,000.
5. Other things to check
The chat widget is installed and closed. A pop-up cannot show if the widget is missing or already open. See Chat widget does not appear on your website.
A tab that was already open may take a few minutes to pick up a message you just set live. Reload the page to see it right away.
