Hi There,
I’ve setup custom advanced trigger which sends user a welcome message but this opens the chat widget on desktop and mobile I’ve enabled the option in settings for “Disable message preview on Mobile/Desktop” but it still opens and its creating a bad experience as it is deviating our users to chat which we don’t want.
I got to know that this option is not available right now either I’ll have to remove welcome message which won’t help user in starting a conversation or I’ll have to keep it pop up which is again a very bad experience.
Hello,
Thank you for reaching out and for sharing your feedback with us.
At the moment, the chat widget is designed to automatically open when a custom welcome message is triggered. This behavior is intended to proactively engage users and encourage conversation. We understand, however, that in some use cases—like yours—it may create a less-than-ideal experience by drawing attention away from the main content.
We appreciate you bringing this to our attention. Your suggestion to allow the welcome message to be sent without automatically opening the widget is a valid one, and we’ve passed it along to our development team for review and consideration in future updates.
Thank you again for your input—it truly helps us improve the platform to better suit our users’ needs.
Hey, totally get where you’re coming from — that is a frustrating experience, especially when you’re trying to be helpful without hijacking the user’s flow.
You’re right about the current limitation. At the moment, the “Disable message preview on Mobile/Desktop” setting doesn’t fully prevent the widget from opening when a welcome message is triggered via an advanced/custom trigger. So even though the option exists, it doesn’t behave as expected in this scenario.
Unfortunately, right now the only real options are:
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Remove the welcome message, which avoids the forced popup but makes it harder for users to know chat is available, or
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Keep the welcome message, knowing it will auto-open the widget and potentially distract users.
A workaround some teams are using is delaying the trigger (time-on-page or scroll-based) so it doesn’t fire immediately, or switching to a passive entry point (like a launcher tooltip or subtle CTA text) instead of an automatic message. It’s not perfect, but it reduces the “forced interruption” feeling.
This definitely feels like a product gap, and you’re not alone — a lot of people have raised similar concerns. I’d strongly recommend sharing this as feedback or feature request with the product team, because a true “send message without opening widget” option would solve this cleanly.
Hope that helps, and yeah — you’re not doing anything wrong here. It’s just a limitation of the current behavior.
