Announcing proactive messages: Enhanced engagement with rich text, personalization, and dynamic content

Announced on | Rollout starts | Rollout ends
December 18, 2025 | December 15, 2025 | December 18, 2025

We're excited to introduce significant enhancements to proactive messages, now featuring rich text support, personalized name integration, and dynamic content capabilities to deliver tailored, engaging, and localized experiences for your customers.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Proactive messages give our customers the ability to meaningfully engage with their end users. We are improving the current experience by adding more configuration options to proactive messages.

These changes now are available for the Web Widget. They will be available for all mobile SDKs in early January, 2026.

Name Personalization

Bringing parity with chat experiences, this feature allows you to address customers by name, fostering a more personal and meaningful connection.

Rich Text Support

Now you can craft more engaging and visually appealing campaigns using headings, text formatting (bold, italics, underline), bullet lists, and numbered lists. This makes messages easier to scan and more compelling.

Links

Embed clickable links directly in messages, guiding customers to relevant resources, product pages, or support content seamlessly.

Dynamic Content

Proactive messages can be localized into multiple languages dynamically, helping you connect authentically with a diverse global audience.

Why is Zendesk making this change?

Proactive messages are an essential tool for businesses to engage with their customers effectively by delivering timely and relevant communication. Today, many of our customers rely on proactive messages for purposes such as:

Welcome greetings: Creating a warm first impression and guiding new visitors.

Conversion-focused interactions: Nudging visitors towards desired actions to boost sales and engagement.

Targeted promotions: Sharing special offers tailored to specific audiences.

Niche product assistance: Providing specialized support for select products or services.

What do I need to do?

No action is required to turn on this feature. All the existing proactive messages will continue to work as it is, and customers can use these capabilities to either enhance the current proactive messages or create new messages. See Creating proactive messages for the Web Widget for more information.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.