Each proactive message tracks how often it was shown and what visitors did with it. The list gives you a quick read; a per-message panel gives the full breakdown.

The three metrics

Impressions (Shown) counts each time the pop-up actually rendered for a visitor, after its delay. It is what your monthly limit measures.
Clicks counts taps on the button. A Dismiss-only message never records a click, so it reads 0 percent by design.
Chats started counts taps on a Start-chat button. For a Start-chat message this equals its clicks; for link or dismiss messages it is always 0. It counts the tap, not a finished conversation.

Where each is shown

The list shows only Name, Format, Status, Shown, and CTR (clicks divided by shown).
Click a message row to open its panel, which adds Engaged, Started chat, Dismissed, an engagement rate, a chat-start rate, and breakdowns by country and device.
Country and device breakdowns count only impressions, and a breakdown with no data is hidden rather than shown as zero.

Two impression numbers that differ

The Shown figure on the list counts every render. The Proactive impressions figure on your usage page counts once per visitor per day and only within the current billing period, so it is usually the lower number. They measure different things and are not meant to match. See Check your usage and Compare Mando plans and pricing.

Good to know

The panel is always all-time. There is no date filter.
Numbers update in real time as events come in, but delivery is best-effort, so counts can run slightly low rather than high.

","Each proactive message tracks how often it was shown and what visitors did with it. The list gives you a quick read; a per-message panel gives the full breakdown.\n\n## The three metrics \n\n- **Impressions (Shown)** counts each time the pop-up actually rendered for a visitor, after its delay. It is what your monthly limit measures.\n- **Clicks** counts taps on the button. A Dismiss-only message never records a click, so it reads 0 percent by design.\n- **Chats started** counts taps on a Start-chat button. For a Start-chat message this equals its clicks; for link or dismiss messages it is always 0. It counts the tap, not a finished conversation.\n\n## Where each is shown\n\n- The **list** shows only **Name, Format, Status, Shown, and CTR** (clicks divided by shown).\n- Click a message row to open its **panel**, which adds Engaged, Started chat, Dismissed, an engagement rate, a chat-start rate, and breakdowns by country and device.\n- Country and device breakdowns count only impressions, and a breakdown with no data is hidden rather than shown as zero.\n\n## Two impression numbers that differ\n\nThe **Shown** figure on the list counts every render. The **Proactive impressions** figure on your usage page counts once per visitor per day and only within the current billing period, so it is usually the lower number. They measure different things and are not meant to match. See [Check your usage](https://mando.cx/help/articles/tzb69o634ynz-check-your-usage) and [Compare Mando plans and pricing](https://mando.cx/help/articles/wvhjjgbjixcw-compare-mando-plans-and-pricing).\n\n## Good to know\n\n- The panel is always all-time. There is no date filter.\n- Numbers update in real time as events come in, but delivery is best-effort, so counts can run slightly low rather than high.\n\n

\n\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-6kE2bhqpTTpWxxSJsKeVUq8MMFWXXq.png)

\n\n\n## Related articles\n\n- [What are proactive messages](https://mando.cx/help/articles/qqhfjppp3h4b-what-are-proactive-messages)\n- [Set a proactive message live](https://mando.cx/help/articles/6837obsx76iw-set-a-proactive-message-live)\n- [Proactive message not showing to visitors](https://mando.cx/help/articles/cf48quxyro11-proactive-message-not-showing-to-visitors)\n- [Check your usage](https://mando.cx/help/articles/tzb69o634ynz-check-your-usage)\n- [Compare Mando plans and pricing](https://mando.cx/help/articles/wvhjjgbjixcw-compare-mando-plans-and-pricing)",{"_53":252,"_253":254},"doc","content",[255,263,272,313,319,361,367,405,411,428,438,445,452,458,512],{"_53":256,"_257":258,"_253":260},"paragraph","attrs",{"_259":-5},"textAlign",[261],{"_147":262,"_53":147},"Each proactive message tracks how often it was shown and what visitors did with it. The list gives you a quick read; a per-message panel gives the full breakdown.",{"_53":264,"_257":265,"_253":269},"heading",{"_32":266,"_267":268,"_259":-5},"7082e2fb-dbe6-4a67-a028-432ce518e9c4","level",2,[270],{"_147":271,"_53":147},"The three metrics ",{"_53":273,"_257":274,"_253":276},"bulletList",{"_275":27},"tight",[277,291,302],{"_53":278,"_253":279},"listItem",[280],{"_53":256,"_257":281,"_253":282},{"_259":-5},[283,289],{"_147":284,"_53":147,"_285":286},"Impressions (Shown)","marks",[287],{"_53":288},"bold",{"_147":290,"_53":147}," counts each time the pop-up actually rendered for a visitor, after its delay. It is what your monthly limit measures.",{"_53":278,"_253":292},[293],{"_53":256,"_257":294,"_253":295},{"_259":-5},[296,300],{"_147":297,"_53":147,"_285":298},"Clicks",[299],{"_53":288},{"_147":301,"_53":147}," counts taps on the button. A Dismiss-only message never records a click, so it reads 0 percent by design.",{"_53":278,"_253":303},[304],{"_53":256,"_257":305,"_253":306},{"_259":-5},[307,311],{"_147":308,"_53":147,"_285":309},"Chats started",[310],{"_53":288},{"_147":312,"_53":147}," counts taps on a Start-chat button. For a Start-chat message this equals its clicks; for link or dismiss messages it is always 0. It counts the tap, not a finished conversation.",{"_53":264,"_257":314,"_253":316},{"_32":315,"_267":268,"_259":-5},"e80301d4-9bc0-4aec-8577-aa59a8e7e9f1",[317],{"_147":318,"_53":147},"Where each is shown",{"_53":273,"_257":320,"_253":321},{"_275":27},[322,341,354],{"_53":278,"_253":323},[324],{"_53":256,"_257":325,"_253":326},{"_259":-5},[327,329,333,335,339],{"_147":328,"_53":147},"The ",{"_147":330,"_53":147,"_285":331},"list",[332],{"_53":288},{"_147":334,"_53":147}," shows only ",{"_147":336,"_53":147,"_285":337},"Name, Format, Status, Shown, and CTR",[338],{"_53":288},{"_147":340,"_53":147}," (clicks divided by shown).",{"_53":278,"_253":342},[343],{"_53":256,"_257":344,"_253":345},{"_259":-5},[346,348,352],{"_147":347,"_53":147},"Click a message row to open its ",{"_147":349,"_53":147,"_285":350},"panel",[351],{"_53":288},{"_147":353,"_53":147},", which adds Engaged, Started chat, Dismissed, an engagement rate, a chat-start rate, and breakdowns by country and device.",{"_53":278,"_253":355},[356],{"_53":256,"_257":357,"_253":358},{"_259":-5},[359],{"_147":360,"_53":147},"Country and device breakdowns count only impressions, and a breakdown with no data is hidden rather than shown as zero.",{"_53":264,"_257":362,"_253":364},{"_32":363,"_267":268,"_259":-5},"8e92097a-f9b8-4b9e-9fce-87d644df18b7",[365],{"_147":366,"_53":147},"Two impression numbers that differ",{"_53":256,"_257":368,"_253":369},{"_259":-5},[370,371,375,377,381,383,395,397,403],{"_147":328,"_53":147},{"_147":372,"_53":147,"_285":373},"Shown",[374],{"_53":288},{"_147":376,"_53":147}," figure on the list counts every render. The ",{"_147":378,"_53":147,"_285":379},"Proactive impressions",[380],{"_53":288},{"_147":382,"_53":147}," figure on your usage page counts once per visitor per day and only within the current billing period, so it is usually the lower number. They measure different things and are not meant to match. See ",{"_147":384,"_53":147,"_285":385},"Check your usage",[386],{"_53":74,"_257":387},{"_388":389,"_390":391,"_392":-5,"_393":394},"rel","noopener noreferrer nofollow","href","https://mando.cx/help/articles/tzb69o634ynz-check-your-usage","class","target","_blank",{"_147":396,"_53":147}," and ",{"_147":398,"_53":147,"_285":399},"Compare Mando plans and pricing",[400],{"_53":74,"_257":401},{"_388":389,"_390":402,"_392":-5,"_393":394},"https://mando.cx/help/articles/wvhjjgbjixcw-compare-mando-plans-and-pricing",{"_147":404,"_53":147},".",{"_53":264,"_257":406,"_253":408},{"_32":407,"_267":268,"_259":-5},"30f5ad7e-9ff0-4f2e-b93b-e37b14d04ffe",[409],{"_147":410,"_53":147},"Good to know",{"_53":273,"_257":412,"_253":413},{"_275":27},[414,421],{"_53":278,"_253":415},[416],{"_53":256,"_257":417,"_253":418},{"_259":-5},[419],{"_147":420,"_53":147},"The panel is always all-time. There is no date filter.",{"_53":278,"_253":422},[423],{"_53":256,"_257":424,"_253":425},{"_259":-5},[426],{"_147":427,"_53":147},"Numbers update in real time as events come in, but delivery is best-effort, so counts can run slightly low rather than high.",{"_53":429,"_253":430},"blockquoteFigure",[431,436],{"_53":432,"_253":433},"quote",[434],{"_53":256,"_257":435},{"_259":-5},{"_53":437},"quoteCaption",{"_53":202,"_257":439},{"_440":-5,"_441":442,"_55":-5,"_443":444},"alt","src","https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-6kE2bhqpTTpWxxSJsKeVUq8MMFWXXq.png","data-id","ast_01kz89ekamf6ea0sj0cvh697wg",{"_53":429,"_253":446},[447,451],{"_53":432,"_253":448},[449],{"_53":256,"_257":450},{"_259":-5},{"_53":437},{"_53":264,"_257":453,"_253":455},{"_32":454,"_267":268,"_259":-5},"2ec23f84-7964-4aaf-a204-257e292f6620",[456],{"_147":457,"_53":147},"Related articles",{"_53":273,"_257":459,"_253":460},{"_275":27},[461,472,483,494,503],{"_53":278,"_253":462},[463],{"_53":256,"_257":464,"_253":465},{"_259":-5},[466],{"_147":467,"_53":147,"_285":468},"What are proactive messages",[469],{"_53":74,"_257":470},{"_388":389,"_390":471,"_392":-5,"_393":394},"https://mando.cx/help/articles/qqhfjppp3h4b-what-are-proactive-messages",{"_53":278,"_253":473},[474],{"_53":256,"_257":475,"_253":476},{"_259":-5},[477],{"_147":478,"_53":147,"_285":479},"Set a proactive message live",[480],{"_53":74,"_257":481},{"_388":389,"_390":482,"_392":-5,"_393":394},"https://mando.cx/help/articles/6837obsx76iw-set-a-proactive-message-live",{"_53":278,"_253":484},[485],{"_53":256,"_257":486,"_253":487},{"_259":-5},[488],{"_147":489,"_53":147,"_285":490},"Proactive message not showing to visitors",[491],{"_53":74,"_257":492},{"_388":389,"_390":493,"_392":-5,"_393":394},"https://mando.cx/help/articles/cf48quxyro11-proactive-message-not-showing-to-visitors",{"_53":278,"_253":495},[496],{"_53":256,"_257":497,"_253":498},{"_259":-5},[499],{"_147":384,"_53":147,"_285":500},[501],{"_53":74,"_257":502},{"_388":389,"_390":391,"_392":-5,"_393":394},{"_53":278,"_253":504},[505],{"_53":256,"_257":506,"_253":507},{"_259":-5},[508],{"_147":398,"_53":147,"_285":509},[510],{"_53":74,"_257":511},{"_388":389,"_390":402,"_392":-5,"_393":394},{"_53":256,"_257":513},{"_259":-5},{},[516],"app_01ksdzc3xnfqct0v509pt4ptvm",["D",1785911018305],"trained","2ece160897f420f5cdefb5b3f7ce34ba7b66caca384adb0aef49515a4eec7c33",{"_32":521,"_34":522,"_36":523,"_38":39,"_5":6,"_40":33,"_41":524,"_43":-5,"_44":9,"_45":-5,"_46":47,"_48":525,"_49":216,"_51":216,"_52":216,"_53":246,"_55":489,"_57":58,"_59":526,"_61":527,"_62":528,"_63":529,"_64":807,"_66":67,"_68":67,"_69":-5,"_70":808,"_72":27,"_73":27,"_74":-5,"_75":-5,"_76":-5,"_77":809,"_78":518,"_80":810,"_81":-5},"cnt_01kyycm3w5e8mscwjf1m47rxrk",["D",1785578786697],["D",1785910770921],"cf48quxyro11",["D",1785910764429],"A live proactive message can still be hidden by its status, targeting, frequency cap, or your monthly impression limit. Work through the causes in order.","

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.

","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.\n\n## 1. Check the status\n\n- The message must be **Live**, not Draft or Paused. Only live messages show.\n- If you edited it recently and clicked **Save draft**, it was unpublished. Open it and click **Set live** again.\n\n## 2. Check your targeting\n\n- **Pages.** If you set a URL rule, the visitor must be on a matching page, and your exclude rule must not catch it.\n- **Countries.** If you listed countries, a visitor whose country cannot be detected is left out. Leave countries blank to show everywhere.\n- **Devices.** If you ticked only Mobile or only Desktop, the other device is excluded.\n- **Show after.** The pop-up waits the number of seconds you set before it appears. A visitor who leaves sooner never sees it.\n\n## 3. It was already shown\n\nThe 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.\n\n## 4. You hit your monthly impression limit \n\nEach 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](https://mando.cx/help/articles/tzb69o634ynz-check-your-usage) and [Compare Mando plans and pricing](https://mando.cx/help/articles/wvhjjgbjixcw-compare-mando-plans-and-pricing).\n\n- Free: 1,000 impressions per period.\n- Light: 10,000. Growth: 50,000.\n- Business: 100,000. Enterprise: 1,000,000.\n\n## 5. Other things to check\n\n- **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](https://mando.cx/help/articles/xt4nexykla6u-chat-widget-does-not-appear-on-your-website).\n- **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.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-x55DTt1jAwyfvfClgkRtLuDWTubEg2.png)\n\n## Related articles\n\n- [Set a proactive message live](https://mando.cx/help/articles/6837obsx76iw-set-a-proactive-message-live)\n- [Create your first proactive message](https://mando.cx/help/articles/3hg729lun3da-create-your-first-proactive-message)\n- [Read proactive message analytics](https://mando.cx/help/articles/2ja3althv6dj-read-proactive-message-analytics)\n- [Compare Mando plans and pricing](https://mando.cx/help/articles/wvhjjgbjixcw-compare-mando-plans-and-pricing)\n- [Check your usage](https://mando.cx/help/articles/tzb69o634ynz-check-your-usage)\n- [Chat widget does not appear on your website](https://mando.cx/help/articles/xt4nexykla6u-chat-widget-does-not-appear-on-your-website)",{"_53":252,"_253":530},[531,536,542,577,583,630,636,647,653,668,692,698,732,736,738,740,745,805],{"_53":256,"_257":532,"_253":533},{"_259":-5},[534],{"_147":535,"_53":147},"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.",{"_53":264,"_257":537,"_253":539},{"_32":538,"_267":268,"_259":-5},"34fbe325-d4d9-4fe6-938d-f718107718ce",[540],{"_147":541,"_53":147},"1. Check the status",{"_53":273,"_257":543,"_253":544},{"_275":27},[545,558],{"_53":278,"_253":546},[547],{"_53":256,"_257":548,"_253":549},{"_259":-5},[550,552,556],{"_147":551,"_53":147},"The message must be ",{"_147":553,"_53":147,"_285":554},"Live",[555],{"_53":288},{"_147":557,"_53":147},", not Draft or Paused. Only live messages show.",{"_53":278,"_253":559},[560],{"_53":256,"_257":561,"_253":562},{"_259":-5},[563,565,569,571,575],{"_147":564,"_53":147},"If you edited it recently and clicked ",{"_147":566,"_53":147,"_285":567},"Save draft",[568],{"_53":288},{"_147":570,"_53":147},", it was unpublished. Open it and click ",{"_147":572,"_53":147,"_285":573},"Set live",[574],{"_53":288},{"_147":576,"_53":147}," again.",{"_53":264,"_257":578,"_253":580},{"_32":579,"_267":268,"_259":-5},"ebf1ecd3-83d0-45ed-be40-f9fc3cf1e1e5",[581],{"_147":582,"_53":147},"2. Check your targeting",{"_53":273,"_257":584,"_253":585},{"_275":27},[586,597,608,619],{"_53":278,"_253":587},[588],{"_53":256,"_257":589,"_253":590},{"_259":-5},[591,595],{"_147":592,"_53":147,"_285":593},"Pages.",[594],{"_53":288},{"_147":596,"_53":147}," If you set a URL rule, the visitor must be on a matching page, and your exclude rule must not catch it.",{"_53":278,"_253":598},[599],{"_53":256,"_257":600,"_253":601},{"_259":-5},[602,606],{"_147":603,"_53":147,"_285":604},"Countries.",[605],{"_53":288},{"_147":607,"_53":147}," If you listed countries, a visitor whose country cannot be detected is left out. Leave countries blank to show everywhere.",{"_53":278,"_253":609},[610],{"_53":256,"_257":611,"_253":612},{"_259":-5},[613,617],{"_147":614,"_53":147,"_285":615},"Devices.",[616],{"_53":288},{"_147":618,"_53":147}," If you ticked only Mobile or only Desktop, the other device is excluded.",{"_53":278,"_253":620},[621],{"_53":256,"_257":622,"_253":623},{"_259":-5},[624,628],{"_147":625,"_53":147,"_285":626},"Show after.",[627],{"_53":288},{"_147":629,"_53":147}," The pop-up waits the number of seconds you set before it appears. A visitor who leaves sooner never sees it.",{"_53":264,"_257":631,"_253":633},{"_32":632,"_267":268,"_259":-5},"d3834396-0f67-412f-b3ce-0a45fe6a7f27",[634],{"_147":635,"_53":147},"3. It was already shown",{"_53":256,"_257":637,"_253":638},{"_259":-5},[639,641,645],{"_147":640,"_53":147},"The frequency setting caps how often the same person is shown a message, and it is tracked per browser. With ",{"_147":642,"_53":147,"_285":643},"Once per visitor",[644],{"_53":288},{"_147":646,"_53":147},", 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.",{"_53":264,"_257":648,"_253":650},{"_32":649,"_267":268,"_259":-5},"350e6ad0-f791-41cd-8053-1ea50779f4ec",[651],{"_147":652,"_53":147},"4. You hit your monthly impression limit ",{"_53":256,"_257":654,"_253":655},{"_259":-5},[656,658,662,663,667],{"_147":657,"_53":147},"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 ",{"_147":384,"_53":147,"_285":659},[660],{"_53":74,"_257":661},{"_388":389,"_390":391,"_392":-5,"_393":394},{"_147":396,"_53":147},{"_147":398,"_53":147,"_285":664},[665],{"_53":74,"_257":666},{"_388":389,"_390":402,"_392":-5,"_393":394},{"_147":404,"_53":147},{"_53":273,"_257":669,"_253":670},{"_275":27},[671,678,685],{"_53":278,"_253":672},[673],{"_53":256,"_257":674,"_253":675},{"_259":-5},[676],{"_147":677,"_53":147},"Free: 1,000 impressions per period.",{"_53":278,"_253":679},[680],{"_53":256,"_257":681,"_253":682},{"_259":-5},[683],{"_147":684,"_53":147},"Light: 10,000. Growth: 50,000.",{"_53":278,"_253":686},[687],{"_53":256,"_257":688,"_253":689},{"_259":-5},[690],{"_147":691,"_53":147},"Business: 100,000. Enterprise: 1,000,000.",{"_53":264,"_257":693,"_253":695},{"_32":694,"_267":268,"_259":-5},"4643c6f1-8a26-4013-9210-73d235bf46e7",[696],{"_147":697,"_53":147},"5. Other things to check",{"_53":273,"_257":699,"_253":700},{"_275":27},[701,719],{"_53":278,"_253":702},[703],{"_53":256,"_257":704,"_253":705},{"_259":-5},[706,710,712,718],{"_147":707,"_53":147,"_285":708},"The chat widget is installed and closed.",[709],{"_53":288},{"_147":711,"_53":147}," A pop-up cannot show if the widget is missing or already open. See ",{"_147":713,"_53":147,"_285":714},"Chat widget does not appear on your website",[715],{"_53":74,"_257":716},{"_388":389,"_390":717,"_392":-5,"_393":394},"https://mando.cx/help/articles/xt4nexykla6u-chat-widget-does-not-appear-on-your-website",{"_147":404,"_53":147},{"_53":278,"_253":720},[721,730],{"_53":256,"_257":722,"_253":723},{"_259":-5},[724,728],{"_147":725,"_53":147,"_285":726},"A tab that was already open",[727],{"_53":288},{"_147":729,"_53":147}," may take a few minutes to pick up a message you just set live. Reload the page to see it right away.",{"_53":256,"_257":731},{"_259":-5},{"_53":202,"_257":733},{"_440":-5,"_441":734,"_55":-5,"_443":735},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-x55DTt1jAwyfvfClgkRtLuDWTubEg2.png","ast_01kz894h88fak93h353v7k758w",{"_53":256,"_257":737},{"_259":-5},{"_53":256,"_257":739},{"_259":-5},{"_53":264,"_257":741,"_253":743},{"_32":742,"_267":268,"_259":-5},"0f3c92f1-76d3-4609-869e-348f8152358f",[744],{"_147":457,"_53":147},{"_53":273,"_257":746,"_253":747},{"_275":27},[748,757,768,778,787,796],{"_53":278,"_253":749},[750],{"_53":256,"_257":751,"_253":752},{"_259":-5},[753],{"_147":478,"_53":147,"_285":754},[755],{"_53":74,"_257":756},{"_388":389,"_390":482,"_392":-5,"_393":394},{"_53":278,"_253":758},[759],{"_53":256,"_257":760,"_253":761},{"_259":-5},[762],{"_147":763,"_53":147,"_285":764},"Create your first proactive message",[765],{"_53":74,"_257":766},{"_388":389,"_390":767,"_392":-5,"_393":394},"https://mando.cx/help/articles/3hg729lun3da-create-your-first-proactive-message",{"_53":278,"_253":769},[770],{"_53":256,"_257":771,"_253":772},{"_259":-5},[773],{"_147":247,"_53":147,"_285":774},[775],{"_53":74,"_257":776},{"_388":389,"_390":777,"_392":-5,"_393":394},"https://mando.cx/help/articles/2ja3althv6dj-read-proactive-message-analytics",{"_53":278,"_253":779},[780],{"_53":256,"_257":781,"_253":782},{"_259":-5},[783],{"_147":398,"_53":147,"_285":784},[785],{"_53":74,"_257":786},{"_388":389,"_390":402,"_392":-5,"_393":394},{"_53":278,"_253":788},[789],{"_53":256,"_257":790,"_253":791},{"_259":-5},[792],{"_147":384,"_53":147,"_285":793},[794],{"_53":74,"_257":795},{"_388":389,"_390":391,"_392":-5,"_393":394},{"_53":278,"_253":797},[798],{"_53":256,"_257":799,"_253":800},{"_259":-5},[801],{"_147":713,"_53":147,"_285":802},[803],{"_53":74,"_257":804},{"_388":389,"_390":717,"_392":-5,"_393":394},{"_53":256,"_257":806},{"_259":-5},{},[516],["D",1785910769132],"34ebace41d55030752c0846e6812fd133bf7d5f19af8987e2cd016c1b1b4bb03",{"_32":812,"_34":813,"_36":814,"_38":39,"_5":6,"_40":33,"_41":815,"_43":-5,"_44":9,"_45":-5,"_46":47,"_48":816,"_49":216,"_51":216,"_52":216,"_53":246,"_55":478,"_57":58,"_59":817,"_61":818,"_62":819,"_63":820,"_64":1023,"_66":67,"_68":67,"_69":-5,"_70":1024,"_72":27,"_73":27,"_74":-5,"_75":-5,"_76":-5,"_77":1025,"_78":518,"_80":1026,"_81":-5},"cnt_01kyycm3q9e8mscwhy59awggds",["D",1785578786542],["D",1785911147893],"6837obsx76iw",["D",1785911140311],"Set live is the publish button for a proactive message. Learn how it works, why editing can quietly unpublish it, and how to pause, resume, and switch it.","

A proactive message only shows to visitors when it is live. There is no live toggle on the list and no status menu: publishing is the Set live button inside the editor.

Publish it

Open the message in the editor, or build a new one.
Fill in the required fields. Until they are complete, both save buttons stay disabled and a hint shows what is missing.
Click Set live. The message publishes and starts showing to matching visitors within seconds.

Save draft does the opposite: it stores the message without showing it. Both buttons write exactly the status they name.

Editing can unpublish it

If you open a live message, change it, and click Save draft, it drops back to draft and stops showing. To keep a live message live after an edit, click Set live again. This is the most common reason a message quietly disappears.

Pause and resume

Click a live or paused message in the list to open its analytics.
Use Pause to stop showing it, and Resume to start again.

Pausing keeps the message and its stats; it just takes it off your site.

More than one can be live

You can have several live messages on one widget, but a visitor sees only one per visit: the most recently updated message whose targeting matches. Editing any live message moves it to the front of that queue. Publishing does not stack pop-ups.

","A proactive message only shows to visitors when it is live. There is no live toggle on the list and no status menu: publishing is the **Set live** button inside the editor.\n\n## Publish it \n\n1. Open the message in the editor, or build a new one.\n2. Fill in the required fields. Until they are complete, both save buttons stay disabled and a hint shows what is missing.\n3. Click **Set live**. The message publishes and starts showing to matching visitors within seconds.\n\n**Save draft** does the opposite: it stores the message without showing it. Both buttons write exactly the status they name.\n\n## Editing can unpublish it\n\nIf you open a live message, change it, and click **Save draft**, it drops back to draft and stops showing. To keep a live message live after an edit, click **Set live** again. This is the most common reason a message quietly disappears.\n\n## Pause and resume\n\n1. Click a live or paused message in the list to open its analytics.\n2. Use **Pause** to stop showing it, and **Resume** to start again.\n\nPausing keeps the message and its stats; it just takes it off your site.\n\n## More than one can be live\n\nYou can have several live messages on one widget, but a visitor sees only one per visit: the most recently updated message whose targeting matches. Editing any live message moves it to the front of that queue. Publishing does not stack pop-ups.\n\n

\n\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-DGpX4Q2NxXfOjJHcRafGR4Tcz41prb.png)

\n\n\n## Related articles\n\n- [Create your first proactive message](https://mando.cx/help/articles/3hg729lun3da-create-your-first-proactive-message)\n- [Proactive message not showing to visitors](https://mando.cx/help/articles/cf48quxyro11-proactive-message-not-showing-to-visitors)\n- [Read proactive message analytics](https://mando.cx/help/articles/2ja3althv6dj-read-proactive-message-analytics)\n- [What are proactive messages](https://mando.cx/help/articles/qqhfjppp3h4b-what-are-proactive-messages)\n- [Compare Mando plans and pricing](https://mando.cx/help/articles/wvhjjgbjixcw-compare-mando-plans-and-pricing)",{"_53":252,"_253":821},[822,832,838,870,878,884,899,905,934,939,945,950,957,961,968,973,1021],{"_53":256,"_257":823,"_253":824},{"_259":-5},[825,827,830],{"_147":826,"_53":147},"A proactive message only shows to visitors when it is live. There is no live toggle on the list and no status menu: publishing is the ",{"_147":572,"_53":147,"_285":828},[829],{"_53":288},{"_147":831,"_53":147}," button inside the editor.",{"_53":264,"_257":833,"_253":835},{"_32":834,"_267":268,"_259":-5},"ab024b9b-49cf-4b25-abe3-c72887683094",[836],{"_147":837,"_53":147},"Publish it ",{"_53":839,"_257":840,"_253":843},"orderedList",{"_53":-5,"_841":842,"_275":27},"start",1,[844,851,858],{"_53":278,"_253":845},[846],{"_53":256,"_257":847,"_253":848},{"_259":-5},[849],{"_147":850,"_53":147},"Open the message in the editor, or build a new one.",{"_53":278,"_253":852},[853],{"_53":256,"_257":854,"_253":855},{"_259":-5},[856],{"_147":857,"_53":147},"Fill in the required fields. Until they are complete, both save buttons stay disabled and a hint shows what is missing.",{"_53":278,"_253":859},[860],{"_53":256,"_257":861,"_253":862},{"_259":-5},[863,865,868],{"_147":864,"_53":147},"Click ",{"_147":572,"_53":147,"_285":866},[867],{"_53":288},{"_147":869,"_53":147},". The message publishes and starts showing to matching visitors within seconds.",{"_53":256,"_257":871,"_253":872},{"_259":-5},[873,876],{"_147":566,"_53":147,"_285":874},[875],{"_53":288},{"_147":877,"_53":147}," does the opposite: it stores the message without showing it. Both buttons write exactly the status they name.",{"_53":264,"_257":879,"_253":881},{"_32":880,"_267":268,"_259":-5},"c8ec77a6-64d7-48b3-b823-b8162dabec6b",[882],{"_147":883,"_53":147},"Editing can unpublish it",{"_53":256,"_257":885,"_253":886},{"_259":-5},[887,889,892,894,897],{"_147":888,"_53":147},"If you open a live message, change it, and click ",{"_147":566,"_53":147,"_285":890},[891],{"_53":288},{"_147":893,"_53":147},", it drops back to draft and stops showing. To keep a live message live after an edit, click ",{"_147":572,"_53":147,"_285":895},[896],{"_53":288},{"_147":898,"_53":147}," again. This is the most common reason a message quietly disappears.",{"_53":264,"_257":900,"_253":902},{"_32":901,"_267":268,"_259":-5},"5273897f-5e14-4373-aec4-2f68015cd3a7",[903],{"_147":904,"_53":147},"Pause and resume",{"_53":839,"_257":906,"_253":907},{"_53":-5,"_841":842,"_275":27},[908,915],{"_53":278,"_253":909},[910],{"_53":256,"_257":911,"_253":912},{"_259":-5},[913],{"_147":914,"_53":147},"Click a live or paused message in the list to open its analytics.",{"_53":278,"_253":916},[917],{"_53":256,"_257":918,"_253":919},{"_259":-5},[920,922,926,928,932],{"_147":921,"_53":147},"Use ",{"_147":923,"_53":147,"_285":924},"Pause",[925],{"_53":288},{"_147":927,"_53":147}," to stop showing it, and ",{"_147":929,"_53":147,"_285":930},"Resume",[931],{"_53":288},{"_147":933,"_53":147}," to start again.",{"_53":256,"_257":935,"_253":936},{"_259":-5},[937],{"_147":938,"_53":147},"Pausing keeps the message and its stats; it just takes it off your site.",{"_53":264,"_257":940,"_253":942},{"_32":941,"_267":268,"_259":-5},"e234d44f-9e57-41b1-8f04-e5dd35ab61a2",[943],{"_147":944,"_53":147},"More than one can be live",{"_53":256,"_257":946,"_253":947},{"_259":-5},[948],{"_147":949,"_53":147},"You can have several live messages on one widget, but a visitor sees only one per visit: the most recently updated message whose targeting matches. Editing any live message moves it to the front of that queue. Publishing does not stack pop-ups.",{"_53":429,"_253":951},[952,956],{"_53":432,"_253":953},[954],{"_53":256,"_257":955},{"_259":-5},{"_53":437},{"_53":202,"_257":958},{"_440":-5,"_441":959,"_55":-5,"_443":960},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-DGpX4Q2NxXfOjJHcRafGR4Tcz41prb.png","ast_01kz89jb21esg9rwr4f2s3xht3",{"_53":429,"_253":962},[963,967],{"_53":432,"_253":964},[965],{"_53":256,"_257":966},{"_259":-5},{"_53":437},{"_53":264,"_257":969,"_253":971},{"_32":970,"_267":268,"_259":-5},"7ebd2fc9-0c6c-4380-85f2-21c7445c55da",[972],{"_147":457,"_53":147},{"_53":273,"_257":974,"_253":975},{"_275":27},[976,985,994,1003,1012],{"_53":278,"_253":977},[978],{"_53":256,"_257":979,"_253":980},{"_259":-5},[981],{"_147":763,"_53":147,"_285":982},[983],{"_53":74,"_257":984},{"_388":389,"_390":767,"_392":-5,"_393":394},{"_53":278,"_253":986},[987],{"_53":256,"_257":988,"_253":989},{"_259":-5},[990],{"_147":489,"_53":147,"_285":991},[992],{"_53":74,"_257":993},{"_388":389,"_390":493,"_392":-5,"_393":394},{"_53":278,"_253":995},[996],{"_53":256,"_257":997,"_253":998},{"_259":-5},[999],{"_147":247,"_53":147,"_285":1000},[1001],{"_53":74,"_257":1002},{"_388":389,"_390":777,"_392":-5,"_393":394},{"_53":278,"_253":1004},[1005],{"_53":256,"_257":1006,"_253":1007},{"_259":-5},[1008],{"_147":467,"_53":147,"_285":1009},[1010],{"_53":74,"_257":1011},{"_388":389,"_390":471,"_392":-5,"_393":394},{"_53":278,"_253":1013},[1014],{"_53":256,"_257":1015,"_253":1016},{"_259":-5},[1017],{"_147":398,"_53":147,"_285":1018},[1019],{"_53":74,"_257":1020},{"_388":389,"_390":402,"_392":-5,"_393":394},{"_53":256,"_257":1022},{"_259":-5},{},[516],["D",1785911145209],"c05fbebf3ae76b125c5c4f2056c952c457242ccb5db80c4968ab02bb05f882df",{"_32":1028,"_34":1029,"_36":1030,"_38":39,"_5":6,"_40":33,"_41":1031,"_43":-5,"_44":9,"_45":-5,"_46":47,"_48":1032,"_49":216,"_51":216,"_52":216,"_53":246,"_55":763,"_57":58,"_59":1033,"_61":1034,"_62":1035,"_63":1036,"_64":1345,"_66":67,"_68":67,"_69":-5,"_70":1346,"_72":27,"_73":27,"_74":-5,"_75":-5,"_76":-5,"_77":1347,"_78":518,"_80":1348,"_81":-5},"cnt_01kyycm3jce8mscwhd037e1jh0",["D",1785578786385],["D",1785830036183],"3hg729lun3da",["D",1785830029674],"Build a proactive message in Mando: pick the widget and format, write the message and button, then set it live. Learn the fields, limits, and save model.","

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.

","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.\n\n## Pick the widget and format\n\n1. Choose the **Widget**, the Customer Service site this message belongs to. You set this once: a message cannot be moved to another widget later.\n2. Choose a **Format**: Whisper, Card, Bar, Spotlight, or Video. The fields below change to match it.\n\n## Write the message\n\n- **Headline** (Card, Bar, and Spotlight), a short bold line, up to 140 characters.\n- **Message**, the body line every non-video format shows, up to 600 characters. On a video it becomes an optional caption.\n- **Visual** (Card and Spotlight), an emoji or an uploaded image, JPG, PNG, or WebP up to 2 MB.\n- **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.\n\n## Set the button\n\n1. Choose the **Call to action**: Start chat, Open a link, or Dismiss only.\n2. Set the **Button label**, up to 60 characters. Leave it blank to use the default.\n3. For **Open a link**, add the **Link URL** (it must start with https).\n4. 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.\n\nYou can also set an accent color and a card background. Widget colors come from your messenger settings. See [Change your chat widget colors](https://mando.cx/help/articles/r22b9opoifr8-change-your-chat-widget-colors).\n\n## Save or set it live \n\n## **Save draft** stores the message without showing it to anyone.\n\n- **Set live** publishes it. There is no separate publish step.\n- Editing a live message and clicking **Save draft** unpublishes it. To keep it live after an edit, click **Set live** again.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-N7886MiLMWEyJLm3S53mAoE6XSxSvn.png)\n\n## Related articles\n\n- [What are proactive messages](https://mando.cx/help/articles/qqhfjppp3h4b-what-are-proactive-messages)\n- [Set a proactive message live](https://mando.cx/help/articles/6837obsx76iw-set-a-proactive-message-live)\n- [Proactive message not showing to visitors](https://mando.cx/help/articles/cf48quxyro11-proactive-message-not-showing-to-visitors)\n- [Read proactive message analytics](https://mando.cx/help/articles/2ja3althv6dj-read-proactive-message-analytics)\n- [Install the Mando chat widget on your website](https://mando.cx/help/articles/m93b9whmyyzy-install-the-mando-chat-widget-on-your-website)",{"_53":252,"_253":1037},[1038,1061,1067,1096,1102,1149,1155,1220,1232,1238,1240,1249,1278,1280,1282,1286,1288,1293,1343],{"_53":256,"_257":1039,"_253":1040},{"_259":-5},[1041,1043,1047,1049,1053,1055,1059],{"_147":1042,"_53":147},"Open ",{"_147":1044,"_53":147,"_285":1045},"Campaigns",[1046],{"_53":288},{"_147":1048,"_53":147},", then ",{"_147":1050,"_53":147,"_285":1051},"Proactive messaging",[1052],{"_53":288},{"_147":1054,"_53":147},", and click ",{"_147":1056,"_53":147,"_285":1057},"New message",[1058],{"_53":288},{"_147":1060,"_53":147},". The editor has the form on the left and a live preview on the right. You need an admin account.",{"_53":264,"_257":1062,"_253":1064},{"_32":1063,"_267":268,"_259":-5},"650c1816-2997-4e66-8c74-f5d4e2a261cf",[1065],{"_147":1066,"_53":147},"Pick the widget and format",{"_53":839,"_257":1068,"_253":1069},{"_53":-5,"_841":842,"_275":27},[1070,1083],{"_53":278,"_253":1071},[1072],{"_53":256,"_257":1073,"_253":1074},{"_259":-5},[1075,1077,1081],{"_147":1076,"_53":147},"Choose the ",{"_147":1078,"_53":147,"_285":1079},"Widget",[1080],{"_53":288},{"_147":1082,"_53":147},", the Customer Service site this message belongs to. You set this once: a message cannot be moved to another widget later.",{"_53":278,"_253":1084},[1085],{"_53":256,"_257":1086,"_253":1087},{"_259":-5},[1088,1090,1094],{"_147":1089,"_53":147},"Choose a ",{"_147":1091,"_53":147,"_285":1092},"Format",[1093],{"_53":288},{"_147":1095,"_53":147},": Whisper, Card, Bar, Spotlight, or Video. The fields below change to match it.",{"_53":264,"_257":1097,"_253":1099},{"_32":1098,"_267":268,"_259":-5},"f627025e-3776-4dd5-b43a-8e45a5088f90",[1100],{"_147":1101,"_53":147},"Write the message",{"_53":273,"_257":1103,"_253":1104},{"_275":27},[1105,1116,1127,1138],{"_53":278,"_253":1106},[1107],{"_53":256,"_257":1108,"_253":1109},{"_259":-5},[1110,1114],{"_147":1111,"_53":147,"_285":1112},"Headline",[1113],{"_53":288},{"_147":1115,"_53":147}," (Card, Bar, and Spotlight), a short bold line, up to 140 characters.",{"_53":278,"_253":1117},[1118],{"_53":256,"_257":1119,"_253":1120},{"_259":-5},[1121,1125],{"_147":1122,"_53":147,"_285":1123},"Message",[1124],{"_53":288},{"_147":1126,"_53":147},", the body line every non-video format shows, up to 600 characters. On a video it becomes an optional caption.",{"_53":278,"_253":1128},[1129],{"_53":256,"_257":1130,"_253":1131},{"_259":-5},[1132,1136],{"_147":1133,"_53":147,"_285":1134},"Visual",[1135],{"_53":288},{"_147":1137,"_53":147}," (Card and Spotlight), an emoji or an uploaded image, JPG, PNG, or WebP up to 2 MB.",{"_53":278,"_253":1139},[1140],{"_53":256,"_257":1141,"_253":1142},{"_259":-5},[1143,1147],{"_147":1144,"_53":147,"_285":1145},"Video",[1146],{"_53":288},{"_147":1148,"_53":147}," (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.",{"_53":264,"_257":1150,"_253":1152},{"_32":1151,"_267":268,"_259":-5},"baebae24-a976-4a58-9c20-fd184cde0e16",[1153],{"_147":1154,"_53":147},"Set the button",{"_53":839,"_257":1156,"_253":1157},{"_53":-5,"_841":842,"_275":27},[1158,1170,1183,1202],{"_53":278,"_253":1159},[1160],{"_53":256,"_257":1161,"_253":1162},{"_259":-5},[1163,1164,1168],{"_147":1076,"_53":147},{"_147":1165,"_53":147,"_285":1166},"Call to action",[1167],{"_53":288},{"_147":1169,"_53":147},": Start chat, Open a link, or Dismiss only.",{"_53":278,"_253":1171},[1172],{"_53":256,"_257":1173,"_253":1174},{"_259":-5},[1175,1177,1181],{"_147":1176,"_53":147},"Set the ",{"_147":1178,"_53":147,"_285":1179},"Button label",[1180],{"_53":288},{"_147":1182,"_53":147},", up to 60 characters. Leave it blank to use the default.",{"_53":278,"_253":1184},[1185],{"_53":256,"_257":1186,"_253":1187},{"_259":-5},[1188,1190,1194,1196,1200],{"_147":1189,"_53":147},"For ",{"_147":1191,"_53":147,"_285":1192},"Open a link",[1193],{"_53":288},{"_147":1195,"_53":147},", add the ",{"_147":1197,"_53":147,"_285":1198},"Link URL",[1199],{"_53":288},{"_147":1201,"_53":147}," (it must start with https).",{"_53":278,"_253":1203},[1204],{"_53":256,"_257":1205,"_253":1206},{"_259":-5},[1207,1208,1212,1214,1218],{"_147":1189,"_53":147},{"_147":1209,"_53":147,"_285":1210},"Start chat",[1211],{"_53":288},{"_147":1213,"_53":147},", you can pre-fill the ",{"_147":1215,"_53":147,"_285":1216},"Visitor's first message",[1217],{"_53":288},{"_147":1219,"_53":147},". When it applies, tapping the button sends that line and the AI answers it; otherwise the AI opens the chat itself.",{"_53":256,"_257":1221,"_253":1222},{"_259":-5},[1223,1225,1231],{"_147":1224,"_53":147},"You can also set an accent color and a card background. Widget colors come from your messenger settings. See ",{"_147":1226,"_53":147,"_285":1227},"Change your chat widget colors",[1228],{"_53":74,"_257":1229},{"_388":389,"_390":1230,"_392":-5,"_393":394},"https://mando.cx/help/articles/r22b9opoifr8-change-your-chat-widget-colors",{"_147":404,"_53":147},{"_53":264,"_257":1233,"_253":1235},{"_32":1234,"_267":268,"_259":-5},"5a86c836-d48c-48c7-bcf0-eebcba46868c",[1236],{"_147":1237,"_53":147},"Save or set it live ",{"_53":256,"_257":1239},{"_259":-5},{"_53":264,"_257":1241,"_253":1243},{"_32":1242,"_267":268,"_259":-5},"f9df0e80-c2d8-45f6-94c9-13e4908edc86",[1244,1247],{"_147":566,"_53":147,"_285":1245},[1246],{"_53":288},{"_147":1248,"_53":147}," stores the message without showing it to anyone.",{"_53":273,"_257":1250,"_253":1251},{"_275":27},[1252,1262],{"_53":278,"_253":1253},[1254],{"_53":256,"_257":1255,"_253":1256},{"_259":-5},[1257,1260],{"_147":572,"_53":147,"_285":1258},[1259],{"_53":288},{"_147":1261,"_53":147}," publishes it. There is no separate publish step.",{"_53":278,"_253":1263},[1264],{"_53":256,"_257":1265,"_253":1266},{"_259":-5},[1267,1269,1272,1274,1277],{"_147":1268,"_53":147},"Editing a live message and clicking ",{"_147":566,"_53":147,"_285":1270},[1271],{"_53":288},{"_147":1273,"_53":147}," unpublishes it. To keep it live after an edit, click ",{"_147":572,"_53":147,"_285":1275},[1276],{"_53":288},{"_147":576,"_53":147},{"_53":256,"_257":1279},{"_259":-5},{"_53":256,"_257":1281},{"_259":-5},{"_53":202,"_257":1283},{"_440":-5,"_441":1284,"_55":-5,"_443":1285},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-N7886MiLMWEyJLm3S53mAoE6XSxSvn.png","ast_01kz5w3pm9e049xckmaqr0r2ze",{"_53":256,"_257":1287},{"_259":-5},{"_53":264,"_257":1289,"_253":1291},{"_32":1290,"_267":268,"_259":-5},"0b260600-7ad6-4dab-9272-8dc555d311bd",[1292],{"_147":457,"_53":147},{"_53":273,"_257":1294,"_253":1295},{"_275":27},[1296,1305,1314,1323,1332],{"_53":278,"_253":1297},[1298],{"_53":256,"_257":1299,"_253":1300},{"_259":-5},[1301],{"_147":467,"_53":147,"_285":1302},[1303],{"_53":74,"_257":1304},{"_388":389,"_390":471,"_392":-5,"_393":394},{"_53":278,"_253":1306},[1307],{"_53":256,"_257":1308,"_253":1309},{"_259":-5},[1310],{"_147":478,"_53":147,"_285":1311},[1312],{"_53":74,"_257":1313},{"_388":389,"_390":482,"_392":-5,"_393":394},{"_53":278,"_253":1315},[1316],{"_53":256,"_257":1317,"_253":1318},{"_259":-5},[1319],{"_147":489,"_53":147,"_285":1320},[1321],{"_53":74,"_257":1322},{"_388":389,"_390":493,"_392":-5,"_393":394},{"_53":278,"_253":1324},[1325],{"_53":256,"_257":1326,"_253":1327},{"_259":-5},[1328],{"_147":247,"_53":147,"_285":1329},[1330],{"_53":74,"_257":1331},{"_388":389,"_390":777,"_392":-5,"_393":394},{"_53":278,"_253":1333},[1334],{"_53":256,"_257":1335,"_253":1336},{"_259":-5},[1337],{"_147":1338,"_53":147,"_285":1339},"Install the Mando chat widget on your website",[1340],{"_53":74,"_257":1341},{"_388":389,"_390":1342,"_392":-5,"_393":394},"https://mando.cx/help/articles/m93b9whmyyzy-install-the-mando-chat-widget-on-your-website",{"_53":256,"_257":1344},{"_259":-5},{},[516],["D",1785830034828],"dda319abb51151102aa7246256c7f07e4c72cea16b8287a16400fec34760f1e7",{"_32":1350,"_34":1351,"_36":1352,"_38":39,"_5":6,"_40":33,"_41":1353,"_43":-5,"_44":9,"_45":-5,"_46":47,"_48":1354,"_49":216,"_51":216,"_52":216,"_53":246,"_55":467,"_57":58,"_59":1355,"_61":1356,"_62":1357,"_63":1358,"_64":1626,"_66":67,"_68":67,"_69":-5,"_70":1627,"_72":27,"_73":27,"_74":-5,"_75":-5,"_76":-5,"_77":1628,"_78":518,"_80":1629,"_81":-5},"cnt_01kyycm3d4e8mscwgx106v4zmr",["D",1785578786217],["D",1785911286222],"qqhfjppp3h4b",["D",1785911278964],"A proactive message is a pop-up your chat widget shows a visitor before they ask. See the formats, what a click does, and what must be true before one shows.","

A proactive message is a small pop-up your chat widget shows a visitor on your site, before they open a conversation. You use it to greet people, point them to an offer, or invite them to ask a question.

What one can look like

You choose a format when you build it:

Whisper, a small bubble in the corner.
Card, an image with a headline and a line of text.
Bar, a strip across the bottom of the page.
Spotlight, a box centered on the screen.
Video, an autoplay clip you upload or paste as a YouTube link.

What the button does

Every message has one call to action:

Start chat opens the chat and begins a conversation with your AI agent.
Open a link sends the visitor to a web address you set, in a new tab.
Dismiss only just closes the pop-up.

Where it lives and who manages it

Proactive messages belong to a Customer Service app and show through its chat widget, so the widget must be installed on your site. See Install the Mando chat widget on your website.
Find them in the dashboard under Campaigns, then Proactive messaging.
Only an admin can create, edit, or publish them. See Understand Super Admin and Member roles.

Live does not always mean shown

A message has three states: draft, live, and paused. Setting it live makes it eligible, but a visitor only sees it when your targeting matches, the delay passes, they have not already been shown it, and your plan still has monthly impressions left. Only one pop-up shows per visit, and your plan sets how many impressions you get. See Compare Mando plans and pricing.

","A proactive message is a small pop-up your chat widget shows a visitor on your site, before they open a conversation. You use it to greet people, point them to an offer, or invite them to ask a question.\n\n## What one can look like \n\nYou choose a format when you build it:\n\n- **Whisper**, a small bubble in the corner.\n- **Card**, an image with a headline and a line of text.\n- **Bar**, a strip across the bottom of the page.\n- **Spotlight**, a box centered on the screen.\n- **Video**, an autoplay clip you upload or paste as a YouTube link.\n\n## What the button does\n\nEvery message has one call to action:\n\n- **Start chat** opens the chat and begins a conversation with your AI agent.\n- **Open a link** sends the visitor to a web address you set, in a new tab.\n- **Dismiss only** just closes the pop-up.\n\n## Where it lives and who manages it\n\n- Proactive messages belong to a Customer Service app and show through its chat widget, so the widget must be installed on your site. See [Install the Mando chat widget on your website](https://mando.cx/help/articles/m93b9whmyyzy-install-the-mando-chat-widget-on-your-website).\n- Find them in the dashboard under **Campaigns**, then **Proactive messaging**.\n- Only an admin can create, edit, or publish them. See [Understand Super Admin and Member roles](https://mando.cx/help/articles/eqztv1ulq2j9-understand-super-admin-and-member-roles).\n\n## Live does not always mean shown\n\nA message has three states: draft, live, and paused. Setting it live makes it eligible, but a visitor only sees it when your targeting matches, the delay passes, they have not already been shown it, and your plan still has monthly impressions left. Only one pop-up shows per visit, and your plan sets how many impressions you get. See [Compare Mando plans and pricing](https://mando.cx/help/articles/wvhjjgbjixcw-compare-mando-plans-and-pricing).\n\n

\n\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-nT6XdGbOKzvDh7Il0NiNpLSwEjGCVs.png)

\n\n\n## Related articles\n\n- [Create your first proactive message](https://mando.cx/help/articles/3hg729lun3da-create-your-first-proactive-message)\n- [Set a proactive message live](https://mando.cx/help/articles/6837obsx76iw-set-a-proactive-message-live)\n- [Proactive message not showing to visitors](https://mando.cx/help/articles/cf48quxyro11-proactive-message-not-showing-to-visitors)\n- [Read proactive message analytics](https://mando.cx/help/articles/2ja3althv6dj-read-proactive-message-analytics)\n- [Install the Mando chat widget on your website](https://mando.cx/help/articles/m93b9whmyyzy-install-the-mando-chat-widget-on-your-website)\n- [Compare Mando plans and pricing](https://mando.cx/help/articles/wvhjjgbjixcw-compare-mando-plans-and-pricing)",{"_53":252,"_253":1359},[1360,1365,1371,1376,1433,1439,1444,1478,1484,1528,1534,1544,1551,1555,1562,1567,1624],{"_53":256,"_257":1361,"_253":1362},{"_259":-5},[1363],{"_147":1364,"_53":147},"A proactive message is a small pop-up your chat widget shows a visitor on your site, before they open a conversation. You use it to greet people, point them to an offer, or invite them to ask a question.",{"_53":264,"_257":1366,"_253":1368},{"_32":1367,"_267":268,"_259":-5},"2bb1d6f6-6a1e-4c21-a578-a931aac7fe42",[1369],{"_147":1370,"_53":147},"What one can look like ",{"_53":256,"_257":1372,"_253":1373},{"_259":-5},[1374],{"_147":1375,"_53":147},"You choose a format when you build it:",{"_53":273,"_257":1377,"_253":1378},{"_275":27},[1379,1390,1401,1412,1423],{"_53":278,"_253":1380},[1381],{"_53":256,"_257":1382,"_253":1383},{"_259":-5},[1384,1388],{"_147":1385,"_53":147,"_285":1386},"Whisper",[1387],{"_53":288},{"_147":1389,"_53":147},", a small bubble in the corner.",{"_53":278,"_253":1391},[1392],{"_53":256,"_257":1393,"_253":1394},{"_259":-5},[1395,1399],{"_147":1396,"_53":147,"_285":1397},"Card",[1398],{"_53":288},{"_147":1400,"_53":147},", an image with a headline and a line of text.",{"_53":278,"_253":1402},[1403],{"_53":256,"_257":1404,"_253":1405},{"_259":-5},[1406,1410],{"_147":1407,"_53":147,"_285":1408},"Bar",[1409],{"_53":288},{"_147":1411,"_53":147},", a strip across the bottom of the page.",{"_53":278,"_253":1413},[1414],{"_53":256,"_257":1415,"_253":1416},{"_259":-5},[1417,1421],{"_147":1418,"_53":147,"_285":1419},"Spotlight",[1420],{"_53":288},{"_147":1422,"_53":147},", a box centered on the screen.",{"_53":278,"_253":1424},[1425],{"_53":256,"_257":1426,"_253":1427},{"_259":-5},[1428,1431],{"_147":1144,"_53":147,"_285":1429},[1430],{"_53":288},{"_147":1432,"_53":147},", an autoplay clip you upload or paste as a YouTube link.",{"_53":264,"_257":1434,"_253":1436},{"_32":1435,"_267":268,"_259":-5},"3560077d-1d51-49ed-93db-0982343e8f94",[1437],{"_147":1438,"_53":147},"What the button does",{"_53":256,"_257":1440,"_253":1441},{"_259":-5},[1442],{"_147":1443,"_53":147},"Every message has one call to action:",{"_53":273,"_257":1445,"_253":1446},{"_275":27},[1447,1457,1467],{"_53":278,"_253":1448},[1449],{"_53":256,"_257":1450,"_253":1451},{"_259":-5},[1452,1455],{"_147":1209,"_53":147,"_285":1453},[1454],{"_53":288},{"_147":1456,"_53":147}," opens the chat and begins a conversation with your AI agent.",{"_53":278,"_253":1458},[1459],{"_53":256,"_257":1460,"_253":1461},{"_259":-5},[1462,1465],{"_147":1191,"_53":147,"_285":1463},[1464],{"_53":288},{"_147":1466,"_53":147}," sends the visitor to a web address you set, in a new tab.",{"_53":278,"_253":1468},[1469],{"_53":256,"_257":1470,"_253":1471},{"_259":-5},[1472,1476],{"_147":1473,"_53":147,"_285":1474},"Dismiss only",[1475],{"_53":288},{"_147":1477,"_53":147}," just closes the pop-up.",{"_53":264,"_257":1479,"_253":1481},{"_32":1480,"_267":268,"_259":-5},"29954eff-b69f-4f6c-83eb-7cec035c9e66",[1482],{"_147":1483,"_53":147},"Where it lives and who manages it",{"_53":273,"_257":1485,"_253":1486},{"_275":27},[1487,1499,1514],{"_53":278,"_253":1488},[1489],{"_53":256,"_257":1490,"_253":1491},{"_259":-5},[1492,1494,1498],{"_147":1493,"_53":147},"Proactive messages belong to a Customer Service app and show through its chat widget, so the widget must be installed on your site. See ",{"_147":1338,"_53":147,"_285":1495},[1496],{"_53":74,"_257":1497},{"_388":389,"_390":1342,"_392":-5,"_393":394},{"_147":404,"_53":147},{"_53":278,"_253":1500},[1501],{"_53":256,"_257":1502,"_253":1503},{"_259":-5},[1504,1506,1509,1510,1513],{"_147":1505,"_53":147},"Find them in the dashboard under ",{"_147":1044,"_53":147,"_285":1507},[1508],{"_53":288},{"_147":1048,"_53":147},{"_147":1050,"_53":147,"_285":1511},[1512],{"_53":288},{"_147":404,"_53":147},{"_53":278,"_253":1515},[1516],{"_53":256,"_257":1517,"_253":1518},{"_259":-5},[1519,1521,1527],{"_147":1520,"_53":147},"Only an admin can create, edit, or publish them. See ",{"_147":1522,"_53":147,"_285":1523},"Understand Super Admin and Member roles",[1524],{"_53":74,"_257":1525},{"_388":389,"_390":1526,"_392":-5,"_393":394},"https://mando.cx/help/articles/eqztv1ulq2j9-understand-super-admin-and-member-roles",{"_147":404,"_53":147},{"_53":264,"_257":1529,"_253":1531},{"_32":1530,"_267":268,"_259":-5},"6c96fbc8-0b82-4663-b96f-75984a38db1b",[1532],{"_147":1533,"_53":147},"Live does not always mean shown",{"_53":256,"_257":1535,"_253":1536},{"_259":-5},[1537,1539,1543],{"_147":1538,"_53":147},"A message has three states: draft, live, and paused. Setting it live makes it eligible, but a visitor only sees it when your targeting matches, the delay passes, they have not already been shown it, and your plan still has monthly impressions left. Only one pop-up shows per visit, and your plan sets how many impressions you get. See ",{"_147":398,"_53":147,"_285":1540},[1541],{"_53":74,"_257":1542},{"_388":389,"_390":402,"_392":-5,"_393":394},{"_147":404,"_53":147},{"_53":429,"_253":1545},[1546,1550],{"_53":432,"_253":1547},[1548],{"_53":256,"_257":1549},{"_259":-5},{"_53":437},{"_53":202,"_257":1552},{"_440":-5,"_441":1553,"_55":-5,"_443":1554},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-nT6XdGbOKzvDh7Il0NiNpLSwEjGCVs.png","ast_01kz89pdh1fvga95ncm5rmg0my",{"_53":429,"_253":1556},[1557,1561],{"_53":432,"_253":1558},[1559],{"_53":256,"_257":1560},{"_259":-5},{"_53":437},{"_53":264,"_257":1563,"_253":1565},{"_32":1564,"_267":268,"_259":-5},"5aff0158-626e-4dde-8a14-a676883868f2",[1566],{"_147":457,"_53":147},{"_53":273,"_257":1568,"_253":1569},{"_275":27},[1570,1579,1588,1597,1606,1615],{"_53":278,"_253":1571},[1572],{"_53":256,"_257":1573,"_253":1574},{"_259":-5},[1575],{"_147":763,"_53":147,"_285":1576},[1577],{"_53":74,"_257":1578},{"_388":389,"_390":767,"_392":-5,"_393":394},{"_53":278,"_253":1580},[1581],{"_53":256,"_257":1582,"_253":1583},{"_259":-5},[1584],{"_147":478,"_53":147,"_285":1585},[1586],{"_53":74,"_257":1587},{"_388":389,"_390":482,"_392":-5,"_393":394},{"_53":278,"_253":1589},[1590],{"_53":256,"_257":1591,"_253":1592},{"_259":-5},[1593],{"_147":489,"_53":147,"_285":1594},[1595],{"_53":74,"_257":1596},{"_388":389,"_390":493,"_392":-5,"_393":394},{"_53":278,"_253":1598},[1599],{"_53":256,"_257":1600,"_253":1601},{"_259":-5},[1602],{"_147":247,"_53":147,"_285":1603},[1604],{"_53":74,"_257":1605},{"_388":389,"_390":777,"_392":-5,"_393":394},{"_53":278,"_253":1607},[1608],{"_53":256,"_257":1609,"_253":1610},{"_259":-5},[1611],{"_147":1338,"_53":147,"_285":1612},[1613],{"_53":74,"_257":1614},{"_388":389,"_390":1342,"_392":-5,"_393":394},{"_53":278,"_253":1616},[1617],{"_53":256,"_257":1618,"_253":1619},{"_259":-5},[1620],{"_147":398,"_53":147,"_285":1621},[1622],{"_53":74,"_257":1623},{"_388":389,"_390":402,"_392":-5,"_393":394},{"_53":256,"_257":1625},{"_259":-5},{},[516],["D",1785911284978],"44fbe8e7fade1436597b9f1b6c04c56f172f31d17a4874b39b0218fd002ce92d","actionData","errors"]

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