During the process, it is possible to add temporary contacts, which are those added only for a specific shipment, and also define the behavior of the responses received to these proactive messages.
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You'll follow 4 simple steps1. MESSAGE: Choose the template you want to send.
2. AUDIENCE: Select the customers or contacts to whom you’ll send the message. These can be:
• Contacts from Conversations
• Temporary Contacts
3. ANSWER: Define the expected behavior for the response you’ll receive. Options include:
• Without deriving the response
• Route to group
• Route to myself
4. SEND: Finally, send the message.
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Key points:> The group to which the conversation will be routed when the response behavior is defined must already exist.
• As the agent sending the message, you must be a member of that group.
• Otherwise, someone on the team with the appropriate role must create the groups or add you to the relevant one.
> For you to receive the response, there must be at least one intention with the Transfer complement previously configured, which forwards the conversation to the group specified in the group selector when the message is sent. This configuration is done through the Virtual Assistant platform.
> Also, keep in mind that for the “Route to myself” option, the reply conversation will be assigned to you only if you’ve already had a previous conversation with that specific user. Otherwise, it will be forwarded to the general group of available agents.
> When you receive the reply, you’ll be able to view the template that initiated the conversation.
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In the tour below, you will find the step-by-step instructions for sending these messages in detail. To learn more, check out how to configure the sending of proactive messages from Live.