Visibility Controls
Strategic control over when and where your chat appears is crucial for optimal customer experience and conversion rates. This guide covers all visibility options to help you show the right chat to the right customers at the right time.
Understanding Visibility Strategy
Why Visibility Control Matters
Customer Experience Impact
- Contextual relevance: Show chat when customers need help most
- Reduced overwhelm: Avoid cluttering pages where chat isn't helpful
- Performance optimization: Load chat only where it adds value
- Conversion focus: Direct attention to high-impact interactions
Business Benefits
- Resource efficiency: Focus AI resources on valuable interactions
- Analytics clarity: Cleaner data from targeted chat placement
- Cost optimization: Reduce unnecessary conversation volume
- Strategic positioning: Align chat with business objectives
Device-Based Visibility
Mobile vs Desktop Considerations
Mobile-Specific Settings
- Show on mobile: Enable chat for mobile users
- Hide on mobile: Disable for mobile-only experiences
- Mobile-optimized positioning: Adjust placement for touch interfaces
- Performance considerations: Optimize for mobile networks and processing
Desktop-Specific Settings
- Show on desktop: Enable chat for desktop users
- Hide on desktop: Focus on mobile-first experiences
- Desktop-enhanced features: Utilize larger screen real estate
- Multi-window support: Advanced desktop chat capabilities
Cross-Device Strategy
- Consistent experience: Maintain functionality across devices
- Device-optimized UX: Tailor experience to device capabilities
- Responsive behavior: Smooth transitions between device sizes
- Synchronized conversations: Continue chats across devices
Screen Size Targeting
Breakpoint-Based Control
- Small screens (< 768px): Mobile phones and small tablets
- Medium screens (768px - 1024px): Tablets and small laptops
- Large screens (> 1024px): Desktop computers and large displays
- Ultra-wide screens (> 1440px): High-resolution and ultra-wide monitors
Adaptive Visibility
- Dynamic sizing: Chat adapts to available screen space
- Orientation handling: Different behavior for portrait vs landscape
- Zoom level consideration: Maintain usability at different zoom levels
- Accessibility scaling: Support for increased font sizes
Page-Based Visibility
Strategic Page Targeting
High-Value Pages
- Product pages: Where purchase decisions are made
- Collection pages: During product discovery and comparison
- Cart page: Last-minute questions and objection handling
- Checkout process: Support during critical conversion moments
Support-Focused Pages
- FAQ pages: Supplement existing help content
- Contact pages: Provide immediate assistance option
- Shipping/returns pages: Address policy questions
- Account pages: Help with order and account management
Content Pages
- Blog posts: Engage readers with related product suggestions
- About page: Build trust and answer company questions
- Landing pages: Support specific campaign objectives
- Search results: Help refine and improve search experience
Page Exclusion Strategy
Pages to Consider Excluding
- Thank you pages: Avoid interrupting post-purchase experience
- Login/register pages: Focus on account creation process
- Error pages: Prioritize fixing the underlying issue
- Admin/internal pages: Prevent chat on non-customer pages
Checkout Considerations
- Early checkout: Provide support for questions and concerns
- Payment pages: Minimize distractions during payment
- Order confirmation: Focus on order details and next steps
- Balance: Support vs distraction considerations
Time-Based Visibility
Business Hours Configuration
Operating Hours Setup
- 24/7 availability: Always-on AI assistance
- Business hours only: Align with human support availability
- Timezone handling: Automatic adjustment for customer locations
- Holiday schedules: Disable during store closures and holidays
Custom Schedule Options
- Different hours by day: Weekday vs weekend availability
- Seasonal adjustments: Holiday and peak season modifications
- Campaign-specific: Special hours for promotions and events
- Maintenance windows: Planned downtime for updates
Dynamic Time Triggers
Session-Based Timing
- Immediate display: Show chat as soon as page loads
- Delayed appearance: Wait for customer engagement signals
- Exit intent: Trigger when customer appears to be leaving
- Scroll-based: Appear after specific scroll depth
Engagement-Based Triggers
- Time on page: Show after customer demonstrates interest
- Page views: Trigger after multiple page visits
- Return visits: Different behavior for returning customers
- Cart abandonment: Special triggers for incomplete purchases
Behavioral Visibility Controls
Customer Segmentation
New vs Returning Customers
- First-time visitors: Welcome and orientation focus
- Returning customers: Personalized assistance based on history
- Logged-in users: Enhanced features and personalization
- Guest users: Encourage account creation and provide basic support
Purchase History Targeting
- Previous buyers: Focus on reorders and new products
- High-value customers: Premium support and exclusive offers
- Frequent shoppers: Streamlined assistance and quick reorders
- Inactive customers: Re-engagement and win-back strategies
Geographic Targeting
- Local customers: Store pickup and local delivery options
- International customers: Shipping and customs information
- Regional preferences: Language and cultural adaptations
- Timezone considerations: Appropriate timing for different regions
Engagement Level Targeting
High-Intent Signals
- Product page lingering: Extended time on product pages
- Multiple product views: Comparison shopping behavior
- Cart additions: Items added but not purchased
- Search activity: Active product searching
Low-Intent Signals
- Quick page visits: Brief browsing without engagement
- Bounce patterns: Single page visits with quick exits
- Random browsing: No clear purchase intent
- Research mode: Information gathering without buying signals
Advanced Visibility Features
A/B Testing Visibility
Testing Scenarios
- Visibility vs no visibility: Measure chat impact on conversions
- Different positioning: Compare various chat placements
- Timing variations: Test immediate vs delayed appearance
- Device-specific tests: Optimize for mobile vs desktop separately
Success Metrics
- Engagement rates: Percentage of visitors who use chat
- Conversion impact: Effect on purchase rates and order values
- Customer satisfaction: Feedback on chat experience
- Support efficiency: Reduction in other support channel usage
Conditional Logic
Complex Visibility Rules
- Multiple conditions: Combine device, page, and behavior triggers
- Priority systems: Handle conflicting visibility rules
- Exception handling: Override rules for special circumstances
- Dynamic updates: Modify rules based on performance data
Rule Examples
Show chat IF:
- Mobile device AND product page AND time > 30 seconds
- Desktop device AND cart page AND items > 0
- Returning customer AND high-value segment
- Holiday season AND specific product categories
Integration with Marketing Campaigns
Campaign-Specific Visibility
- Landing page optimization: Support specific campaign goals
- Promotional periods: Enhanced visibility during sales
- Product launches: Focused support for new products
- Seasonal campaigns: Holiday and event-specific targeting
UTM Parameter Targeting
- Traffic source: Different chat behavior for different sources
- Campaign tracking: Measure chat effectiveness by campaign
- Audience segmentation: Tailor experience to traffic source
- Attribution: Connect chat interactions to marketing efforts
Implementation and Management
Setting Up Visibility Rules
Global Visibility Settings
- Navigate to Settings > Global Settings
- Configure default visibility preferences
- Set device and timing preferences
- Define business hours and availability
Page-Specific Overrides
- Edit specific pages in theme editor
- Select ShopGuide chat block
- Configure page-specific visibility rules
- Test and validate implementation
Monitoring and Optimization
Performance Tracking
- Visibility analytics: Track where and when chat appears
- Engagement metrics: Monitor interaction rates by visibility rule
- Conversion tracking: Measure business impact of visibility changes
- Customer feedback: Gather input on chat placement and timing
Continuous Improvement
- Regular review: Assess visibility rule effectiveness
- Data-driven adjustments: Modify rules based on performance data
- Seasonal updates: Adjust for changing business needs
- Testing cycles: Continuously test new visibility strategies
Common Visibility Mistakes
Over-Aggressive Visibility
Problems
- Chat appears too frequently or prominently
- Customers feel overwhelmed or annoyed
- Reduced trust and brand perception
- Higher bounce rates and lower engagement
Solutions
- Start conservative and gradually increase visibility
- Monitor customer feedback and behavior
- Use exit-intent and engagement-based triggers
- Respect customer preferences and behavior signals
Under-Utilizing Chat Potential
Problems
- Chat hidden on high-value pages
- Missing opportunities for customer assistance
- Lower conversion rates and customer satisfaction
- Underutilized investment in chat technology
Solutions
- Identify high-impact pages for chat placement
- Test visibility on different page types
- Monitor missed opportunity indicators
- Balance visibility with user experience
Inconsistent Visibility Strategy
Problems
- Confusing customer experience across pages
- Unclear when chat is available
- Missed opportunities for consistent support
- Difficult to measure and optimize performance
Solutions
- Develop clear visibility strategy and guidelines
- Document visibility rules and rationale
- Regular audits of chat placement
- Consistent implementation across all pages
Next Steps
Optimize your visibility strategy:
- Implement advanced styling
- Set up A/B testing
- Monitor visibility performance
- Analyze customer behavior
Strategic visibility control is about being helpful without being intrusive. The goal is to be available when customers need you most, not to maximize chat volume.