Web Messaging opens up a new level of connection between a brand and their website’s visitors.
A brand’s customers can now experience continuous, ongoing conversations across devices, as well as synced authenticated interactions conducted on the website and interactions conducted in the brand’s app.
Web Tag
If you haven't already, embed the Web Tag into your brand's required web pages in order to start tracking, monitoring and engaging the website visitors.
To add the web tag:
1. Log in to your Conversational Cloud account. The homepage appears.
2. Click on your user profile in the top right and click Web Tag. The web tag page appears.
3. Copy the web tag code at the bottom of the page. And paste it into the <head element> of the webpages as required by the brand.
ℹ️ Paste the code as high up in the <head> element as possible to ensure no errors.
For more information about the web tag, see here.
After this step, you can start creating and publishing campaigns.
Creating Campaigns
A campaign is a collection of chat or messaging buttons, known as engagements, allowing your brand to interact with their customers by defining display locations, target audiences, and behavior settings.
1. Log in to your Conversational Cloud account. The homepage appears.
2. On the hamburger menu click the Engage tab and click Campaign Builder. The Campaign Builder page appears.
3. Click the Add campaign option at the bottom of the page. The Campaign page appears.
The options available are:
- Add Goal: Click to add goals from the goal library or create a new one for your campaign.
- Target audience/Campaign time frame: Click the options to add or change the target audience and the campaign time frame for your campaign.
- Add engagement: Click to add engagements to your campaign.
Upon selecting the required options, click Add Goal. The Goal library appears.
Select an existing goal from the Goal Library if you don't need to create a new one.
4. Click Add new. The Add new goal page appears.
The options available are:
- Name: Provide the name for the new campaign goal.
- Conversation goals: Select the goal type and provide the required information to set the goals for your conversation.
- Other goals: Add additional goals if required.
Click Save. The goal is added to the goal library.
5. Click Done. The new goal is added as your campaign goal.
Once you have set your campaign goal and campaign details, you must add engagements.
Creating Engagements
An engagement is a banner or button that launches a conversation between your brand and their customer.
1. In the Campaign Builder page click Add engagement. The select engagement source flyout menu appears.
2. Select Web. The Engagement template gallery appears.
3. Provide the required information for the engagement:
- Type: Select between conversation and content for your engagement, select conversation for chat.
- Format: Select the format that your engagement is shown on your customers screen.
- Use case: Select a business use case for which you would like to display associated creative templates.
- Size: Select the size of the engagement in pixels.
- Style: Select from the options the style for your engagement.
Click Next. The Engagement settings page appears.
4. Provide the required Engagement settings:
- Conversation type: Select messaging as the conversation type.
- Authentication: Click to enable or disable authentication for your engagement.
- Routing: Select between All skills or a specific skill for your engagement.
- Add note to agents: Click add a note for the agents in the engagement.
- Conversation window opens as: Select the mode in which the window will be presented to the consumer, embedded in the page or as a separate browser window.
- Language: Select or add a default language for the engagement.
- Customize: You have the option to customize the following options:
- Customize Automatic Messages: Click to edit automated messages generated by the system.
- Customize Predefined Content: Add and edit Predefined Content to improve agent efficiency when corresponding with visitors.
Click Next. The Engagement studio page appears.
5. Provide the required information to customize your engagement:
- Size & Placement: Click to adjust the size and placement of your engagement window.
- Background: Click to adjust the background and border options for your engagement window.
- Add element: Click to add text, image, or button elements for your engagement window.
- Preview: Click to view a preview of your engagement window.
Click Next. The engagement window library page appears.
6. Select a theme or create a new one to customize the look and feel of your conversation window.
Utilize the options available to customize the window elements and to add surveys to collect information from your brand's customers.
Click Save to add the theme to the library and click Next. The entry point library page appears.
7. Click Add new to create a new entry point. The add new entry point page appears.
You can select the default entry point or one that is already created from the entry point library page if it meets your brand's requirements.
8. Provide the required information for your new entry point:
- Entry point name: Provide the name for your new entry point.
- Entry point source: Select Web from the dropdown menu.
- Define entry point by: Select Page from the options.
- Define where the entry point can be displayed: Provide the URL where the entry point is to be added.
- Add page: Click to add more pages to where the entry point is to be displayed.
- Exclude entry point: Click to add pages to where the entry point must not be displayed.
Click Save. The entry point is added to the library.
Click Next. The Behavioral targeting library page appears.
9. Click Add new to create new behavior to target the brand's customers. The add new behavioral targeting page appears.
You can select the default entry point or one that is already created from the entry point library page if it meets your brand's requirements.
10. Provide the required information to customize your new behavioral target:
- Behavioral tageting name: Provide the name for your new behavioural targeting setting.
- Conditions setting: The condition settings that you can set up to your brand's requirement can be added here.
- Conditions: Click from the menu to add the conditions that you require to further customize in the conditions setting.
You can utilize the behavioral targeting page to configure Proactive Invites, for more information on this refer to the Proactive Invites section.
Click Done. The engagement is added to your campaign.
The campaign is now ready to be published.
Publishing Campaigns
You can view the campaign and engagement you created in the Campaign Builder page.
Click Publish. A confirmation dialog box appears.
Click Publish. The campaign is saved.
The campaign along with the engagement you've created is now published for your brand.
Routing
The consumer shift from voice to messaging has increased volume and made it challenging for brands to get consumers with specific inquiries to the right agents as quickly as possible, often resulting in abandonment, channel switching, and loss of revenue/increased costs. To ensure consumers are connected to the most qualified agent (human or bot), brand routing has become very complex, supporting hundreds or thousands of agents servicing various consumer needs. When making routing decisions, brands that account for factors like consumer intent, loyalty tier, past interactions, consumer inputs and more provide hyper-personalized experiences that delight consumers.
Dynamic Routing provides brands the infrastructure to perform this intelligent routing at scale. Creating and enabling policies using intent and contextual data accessed via APIs lets brands create highly personal and custom connections.
Ready to move to the next channel? Click here to proceed.
