Behavioral Triggers

Behavioral triggers let you start workflows based on how visitors interact with your website — not just what page they visit, but how they engage with it. They detect signals like frustration, high engagement, inactivity, and browsing patterns in real time through the Savena chat widget.

Why behavioral triggers matter

Traditional triggers fire on discrete events like opening a conversation or visiting a page. Behavioral triggers go deeper by analyzing interaction patterns. A visitor who scrolls through your entire pricing page, moves their mouse over feature comparisons, and clicks multiple elements is showing high purchase intent. A visitor who clicks the same button five times in rapid succession is frustrated. Behavioral triggers turn these signals into automated actions.

Available behavioral triggers

Engagement score

Fires once when a visitor's composite engagement score crosses a configured threshold. The score ranges from 0 to 100 and is calculated from four weighted signals: scroll depth (30%), time on page (30%), mouse activity (20%), and click count (20%). The score only increases during a session and resets on page reload.

• Score threshold — the minimum score to trigger (default 75)
• URL pattern — optional URL substring filter to limit which pages are monitored

Rage click

Fires when a visitor rapidly clicks the same area of the page multiple times. This is a strong signal of frustration — usually caused by a broken button, an unresponsive element, or confusing UI. Detecting rage clicks lets you intervene before the visitor abandons your site.

• URL pattern — optional URL substring filter
• Recommended: enable trigger once per contact to avoid repeated messages

Form frustration

Fires when a visitor repeatedly focuses on form fields and then abandons them without submitting the form. This pattern indicates the visitor is struggling with a form — perhaps the fields are confusing, validation is unclear, or the form is too long. Proactively offering help can recover these leads.

• URL pattern — optional URL substring filter
• Recommended: enable trigger once per contact

Idle detected

Fires when a visitor stops all interaction — no mouse movement, scrolling, or keyboard input — for a configurable duration. This can indicate a distracted visitor, someone who is stuck, or a tab left open. Use it to send a re-engagement nudge on high-value pages like pricing, checkout, or onboarding flows.

• Idle duration — how long the visitor must be idle before triggering: 30 seconds, 1 minute, 2 minutes, or 5 minutes
• Page type — optional filter to trigger only on specific page types: product, cart, checkout, category, or search
• URL pattern — optional URL substring filter (used when no page type is selected)

Navigation update

Fires each time a visitor navigates to a new page within a single-page application (SPA). You configure a minimum page count, and the trigger fires once that threshold is reached. This identifies visitors who are actively browsing and likely in a research or evaluation phase.

• Minimum pages visited — the number of pages the visitor must view before the trigger fires (e.g., 3)
• Note: this trigger works only in SPA environments where navigation events are detected by the widget

Ecommerce signal

Fires when the widget detects that a visitor is on an ecommerce-related page. Detection uses a combination of URL patterns (e.g., /cart, /checkout, /product) and page content analysis. This lets you target visitors at specific stages of the buying journey without manually configuring URL patterns for every page.

• Page type — filter by page type: product, cart, checkout, category, search, or any
• The trigger auto-detects page types, so you only need to choose which type to respond to

Shared configuration options

All behavioral triggers share these optional settings in addition to their trigger-specific configuration:

• URL pattern — a case-insensitive substring match against the page URL, limiting the trigger to specific pages (e.g., "/pricing" or "/checkout")
• Trigger once per contact — ensures each contact triggers the workflow at most once within 30 days
• Priority and execution mode — same as all other triggers, controlling which workflow runs first when multiple triggers fire simultaneously
• Conditions — you can add trigger conditions (e.g., filter by contact email or conversation source) just like any other trigger type

Workflow presets for behavioral triggers

Savena includes six ready-to-use workflow presets in the Behavioral category. Each preset comes pre-configured with an appropriate trigger type, sensible defaults, and starter steps. You can use them as-is or customize them as a starting point.

• Engaged visitor outreach — engagement score trigger with a threshold of 75 and a proactive outreach message
• Rage click support — rage click trigger with a help message and a follow-up question to collect issue details
• Form frustration help — form frustration trigger with an offer to assist with the form
• Idle visitor nudge — idle detected trigger with a 60-second duration and a re-engagement message
• Cart page assist — ecommerce signal trigger filtered to cart pages with a purchase assistance message
• Multi-page engagement — navigation update trigger requiring 3 pages, with an outreach message and an intent-capture question

Best practices

• Always enable "trigger once per contact" for behavioral triggers to avoid sending the same message repeatedly during a session
• Use URL pattern filters to scope triggers to relevant pages — an idle nudge on a blog post feels different from one on a checkout page
• Start with the engagement score trigger if you are new to behavioral triggers — it is the most general-purpose and hardest to get wrong
• Combine behavioral triggers with conditions to further refine targeting — for example, only trigger for visitors whose email exists (known contacts) or whose lifecycle stage equals "lead"
• Set trigger priority appropriately — a rage click support workflow should have higher priority than a general engagement outreach so it takes precedence when both fire
• Test behavioral workflows on your own site before publishing by navigating as a visitor and confirming the trigger fires at the right moment

Example workflows

• Proactive sales: engagement score >= 75 on /pricing -> send outreach message -> ask question to qualify -> assign to sales team
• Frustration recovery: rage click detected -> send empathetic help message -> ask what went wrong -> assign to support
• Cart abandonment prevention: ecommerce signal on cart page -> wait 30 seconds -> send assistance message -> ask if they need help checking out
• Re-engagement: idle for 60 seconds on checkout page -> send nudge -> offer discount code via message
• Research visitor capture: navigation update after 3 pages -> send personalized greeting -> ask what they are looking for -> save response to contact field