Does my AI agent track activity on my website?

Question

Can my AI agent monitor customer activity on my website to automatically provide prompts, recommendations, or articles in real time?

Answer

No. The AI agent doesn't track individual customer activity on your website in real time or use that activity to suggest prompts or articles. It doesn't monitor browsing history, clicks, or navigation patterns outside an active Zendesk messaging session.

Instead, you can use proactive messaging. This feature lets you configure custom messages that appear to customers when specific conditions are met. This setup looks like real‑time engagement, but it relies on the rules you define. The AI agent doesn't track user actions or make predictions.

If you want to engage customers dynamically based on their behavior or navigation path, use proactive messages in Zendesk.

Define conditions such as pages visited, time spent, or other triggers

Automatically display a message, greeting, or article through the Web Widget or mobile SDK

Choose whether an AI agent or a live agent continues the chat after the customer responds

This approach lets you simulate a real‑time, contextual experience without your AI agent directly tracking customers’ actions across your website.

Proactive messages are available only on the Web Widget and mobile SDK messaging channels. They appear based on the conditions you set, not on continuous tracking.

For more information, see the following articles:

Creating proactive messages for the Web Widget

Creating proactive messages for mobile SDK channels