What most stores send
Same line for everyone.
No context, nothing to answer, easy to close.
Hi there! Can I help you today?
Sales assistant
It opens the conversation the visitor was not going to start.
Most people who need an answer never ask for one. They leave instead. The agent notices a visitor lingering on a product, reads what is on screen, and writes one opener meant for that visitor and nobody else.
Hiking · Women
Alpine Boots
kr 2 290
The Alpine Boots run slightly narrow. Want help finding your size?
The problem
Purchase doubts do not reach your inbox.
They do not email and they do not open the chat. They close the tab, and the only trace is a session that ended on a product page. These are the widest published figures on that, and none of them are ours.
- of visitors leave without buying
97%
of visitors leave without buying
Average ecommerce conversion sits near 2.5% (Contentsquare, 2025)
- more likely to convert after a chat
2.8×
more likely to convert after a chat
Visitors who engage in one, against those who do not (Forrester)
- to decide whether to stay on a page
10–20s
to decide whether to stay on a page
The first ten seconds carry most of that risk (Nielsen Norman Group)
Industry benchmarks, not Supportify figures · Contentsquare 2025 · Forrester · Nielsen Norman Group
The difference
One of these is a template. The other is not.
A pop-up sends the same sentence to everyone, which is why everyone dismisses it. The distinction is whether the message could have been written for anybody else.
What the agent sends
Written for this visit.
Reads the product they are looking at, and could not have been sent to anyone else.
I see you’ve been looking at the Alpine Boots. They run slightly narrow. Want help finding your size?
How it works
It needs a reason before it says anything.
A proactive message is usually a nuisance because it fires on arrival. This one waits for a signal, and stays quiet when there is not one.
The signal
It waits for a pause, not a visitor.
Meaningful time on one product page is the trigger. Arriving on the site is not a signal, and nothing fires on it.
On this product0:25
- Opened the chat: stays quiet
- Started typing: stays quiet
- Left the page: stays quiet
- Already in a conversation: stays quiet
The page
It reads what they are looking at.
The product, its price, whether it is in stock and what is already in the cart. That is the difference between a greeting and an answer.
- Product
- Alpine Boots
- Price
- kr 2 290
- In stock
- Yes
- In cart
- 1 item
The opener
It writes one line, once.
Not a template with a product name slotted in. The sentence is written against what is on screen, in the voice your agent already has.
Your agent’s tone and rules
Heading into the mountains? The Alpine Boots run a little narrow, so many go half a size up.
The language
It speaks theirs.
The opener is written in the visitor’s language, and so is everything after it if they reply.
Visitor browsing in German
Die Alpine Boots fallen etwas schmal aus. Soll ich dir bei der Größe helfen?
What it runs on
Your existing agent, with nothing new to configure.
It is not a second bot with its own settings. It writes from the instructions and tone your agent already has, and the conversation that follows is the agent you already run, with every rule and guardrail it already follows.
Questions
What merchants ask first
It waits for meaningful time on a product page, never for arrival, and it stays quiet if the visitor opens the chat, starts typing, leaves the page or is already in a conversation. Each visitor sees a limited number of openers a day.
There is nothing new to configure. It runs on the agent you already have, so it inherits your products, instructions and brand voice.
Yes. It writes the opener in the visitor’s language, and answers in it if they reply.
A pop-up sends everyone the same sentence. This reads the product the visitor has on screen and writes something that could not have been sent to anybody else. One gets closed, the other gets a reply.
No. Showing an opener costs nothing. If the visitor replies, it is charged like any other conversation: once, when the AI first answers, whatever happens inside it.
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