In other live chat platforms, you can set a delay for when the message pops up to the end user. I.e. you can set it to pop up after 5 seconds to ask if they need anything.
When we started using chat, we did a lot of testing to work out the best time for us but then when we recently trialed messages in HS, we were unable to set the time. As a consequence, the number of people engaging with us via messages went down hugely.