Start using Chat Journeys Follow

A Chat Journey is a systematic chat flow that you configure with a trigger and actions, and schedule when & where it should be sent to the website visitors. It appears in the Chat widget just like a normal chat message, if any response is received from the visitor then it proceeds with the automated flow configured on the admin side.

Like Automation Journeys, Chat Journey has a trigger and actions to be configured per your requirement before publishing.

• Setting up Triggers
• Setting up Actions

To create a Chat Journey, follow the steps:

• Click on Chat Icon in the sidebar
• Click on Chat Journeys.
• Click on the button 'Create Chat Journey' when you're on the landing page or click on the 'New Journey' button in the top right corner of the listing page.
• You'll be redirected to the canvas screen, where you will see a default greeting message template.

Setting up the Trigger of Chat Journey

To start a journey, the first thing that you need to do is set up the trigger.

• Start Journey Trigger
• Event Trigger
• New Conversation Trigger

Start Journey Trigger:

Click on the Start Journey trigger, and a popup will appear which would let you configure the following options:

• Page URL

  • is not empty: by default, this condition is set.
  • is: set any value here if you want to target a specific page.
  • starts with: this option can be used to target all pages that start with the value you provide here.
  • ends with: this option can be used to target all pages that end with the value you provide here.
  • contains: this option can be used to target all page URLs that contain the value you provide here.
  • does not contains: this option can be used to target all page URLs that do not contain the value you provide here.

One or more of these conditions can be used, and they all are connected with an OR clause which means that if one of these conditions matches then the journey will start for the visitor. 

• Extra check for UTM variables:

Along with a page URL, you can also target specific UTM variables by enabling this option and entering the value in the respective variable. For example, if you wish to target the visitors who are redirected from a Facebook ad, then you can do so by entering the UTM parameters that you set.

• • UTM_source
  • UTM_medium
  • UTM_term
  • UTM_content
  • UTM_campaign

• Audience Behavior

  • Visitor: Select this option to choose everyone who visits the URL set above. You can also set different conditions for the Visitors.
    Example: City or Country of the visitor.
  • Contact: Select this option to choose only contacts that visit the URL set above. You can filter the contacts on the basis of the Contact or Company fields of Salesmate for a more specific trigger of the Chat Journey.
    Example - The type of Contact or Industry of the Company.

You can add multiple conditions to filter the website visitors or contacts based on the fields available. You can connect them using AND or OR clause.

Click on Add Group for changing the clause, and click Add Condition to add a condition with the same clause.

Event Trigger:

An event is a specified activity performed by a visitor/contact on the website. For example, users sign-up, click a particular link, fill up a form, etc. You will have to configure Salesmate chat SDK pass required events to execute such event-based chat journeys.

Drag and Drop the Event on the canvas to configure the journey

Click on the Event trigger, and a popup will appear which would let you configure the following options:

• Select Event:
  • cart
  • user_detail
  • page_view
• Select Attribute:
  • Select the attribute from the list through which you want to filter the event condition
• Operator:
  • Operator will depend on type of event data
  • Is
  • Is not
  • Is Unknown
  • Has any value
  • More than
  • Less Than
• Value:
  • Add the value based on which the data should be filtered

 

 

New Conversation Trigger

At times you would want the visitor to answer certain questions before starting a chat. In such cases you want you can use. When you select this Trigger, it would give a button to "Start New Chat" on the chat widget. This trigger will start when a visitor or contact clicks the “Start new chat” button.

 

Setting up Actions

To create a Chat Journey flow, you need to connect the trigger Start Journey with the action by connecting the output port of the trigger to the input port of the Action, you will see the ports when you hover on the trigger or action.

The available Actions are:

• Message
• A / B Split
• Post
• Question
• Assign Owner
• Contact Field Update
• Company Field Update
• Capture Contact
• Capture Company
• Banner
• Availability Check
• Page Redirect
• End Journey
• Add a Tag
• Email Conversation

Message

You can use this action if you just want to display a message to the visitor and proceed ahead without waiting for any response. For example, if you want to show a Welcome message.

A / B Split

This action is helpful when you want to distribute the incoming traffic for the Chat Journey For example, dividing the traffic 50-50 split which means that the first person would follow the A path and another half would follow the B path, but there's more than this and you can learn by A / B Split in Automation Journey.

Post

This action is much like a Chat action but if you want to make bigger impressions which includes displaying a feature update, announcement, or capturing a text response or an emoji reaction.

Configuration:

• Post type: Small or Large
• Response type: None, Text or Reaction
• Delivery type: Full or Snippet (a partial part is displayed, and full is displayed when clicked upon it).

Question

This action can help you route visitors according to their responses given to a specific question. Ask questions by using this action and set options to choose as a response to the question. Also, this action gives the option to enter open-text responses to the questions.

You can even change the order of responses you set for a question. Additionally, you can connect further actions to the responses set for the question.

Assign Owner

This action can be used to connect the visitors with a support executive. It will assign the chat to the user and it will enable the text editor to send messages on the visitor's end.

Contact Field Update

This action can be used when you want to update certain fields of the contact. Unlike, the contact capture action this action will not require a response from visitors. It will not require any response from the visitors. You can update multiple fields at the same time.

For example, I want to update the Tag "Hot Lead" if a visitor reaches to a particular level of the Chat Journey. Also, I can update the Type to "Hot Lead" at the same time.

Company Field Update

It's similar to the above action, the only difference is that company information is updated via this action.

Capture Contact

You can ask visitors about contact-related information and save the response from the visitors in Salesmate Fields directly using this action. You can select the Contact field which you want to update and what Message you want to display to the visitors. Additionally, you can select if you want to ask this question or not when the values are present within Salesmate by selecting "Skip if the value already exists".

For example, I want to capture the visitor's First name and store it in the First Name field of Salesmate. We can configure this as shown:

Capture Company

This action is very similar to the previous 'Capture Contact' action only here you're trying to capture the company information, by taking a response from them and updating it in Salesmate fields. To use this action, you must make sure that you capture the company's name first.

Banner

This action is another type of Message which can be used to get the attention of visitors when you want to show any announcements, warnings, or promotional content. Its appearance can be customized by the user i.e. how and where should it appear.

With a banner, you can also capture responses from visitors using the reactions and further set actions based on the reaction they choose. For example, when customers visit the pricing page for the first time, you can show them a banner with a discount coupon on the subscription plans.

Availability Check

This action lets you help with checking the availability of the user and decide on further actions of the Chat Journey on the basis of the availability of that user. You will get two output ports: Available and Unavailable. You can select the user whose availability you want to check.

Page Redirect

This action will redirect the visitors/contacts to the URL configured by you. You can Toggle on the option "Open in new Tab" if you want to open the URL in a new Tab.

End Journey

This action puts the end to the journey flow when you use it though it is not mandatory to use this action. After this action is executed the visitors won't be able to respond to the journey conversation. To use this action, connect it at the end and provide a closing message that should be shown to the visitors.

Add a Tag

You can add special tags to the conversation as per the condition set up in the chat journey. You can add multiple tags at the same time to the conversation. The newly added tags will be appended with already present tags on the conversation.

Email Conversation

You can email your users or teams the details you capture within the Chat Journey. The email will have the below format where all the questions will be on the left and the details on the right side of the table.

The email will have a fixed template, the questions you have in the journey will be on the left side and the answers received from the contact will be on the right.

Once you have configured the flow on Canvas, save it, and go to settings there you'll see the options to schedule your chat journey.

Set when and how Chat Journey should be delivered to the Visitors

Once a Chat Journey is configured, you need to schedule when to send it to the website visitors, you can choose a specific date or time frame window like during office hours or outside office hours during which it will be delivered to the website visitors when they match the trigger conditions. Learn more

Publish Chat Journey

Once the scheduling options are configured in the settings of a Chat Journey, it is ready to publish. You can publish the journey from the canvas screen by clicking on Publish button or you can also publish from the list view by hovering over its name and choosing the Push Live option inside the Actions menu.