Lesson info

You may want to proactively approach some of your users by a chat message before they send a message. In this video we'll discuss how to send a message manually or through an automation.

Lesson transcript

In this video we’re going to find out how to send a chat message to a visitor of your website. I’m in the People section and by default I have all users sorted by most recently updated. If a new visitor enters your site, he or she appears at the very top as their attribute “last seen” has been just updated in that second. Let’s assume a new user enters my website and you see him appearing at the top. As I don’t have any details about him yet and he’s anonymous the system assigned a random name for him. To send a chat message to this user, I simply need to click on that small bubble icon here and select “chat” or I can select him and click “Send a message” button at the top here. In the chat field that pops up, I can type in the message text, then decide whether I want to create a new conversation or not, choose message type and, if I have more than one support agent, select a sender of this message here. I’m going for “small” message type, sending it… and from the user’s perspective it looks like this. If you go for “micro”, it will display that way, then this is “medium” and, if you decide to select “big”, it’ll appear right in the middle. So we now know that it’s possible to send a message from the People section. But you can do it as well directly from the user profile - after entering it, select “Chat” and send the message. The ways we’ve just discussed are manual sending possibilities. But the most commonly used functionality is sending messages through an automation. So let’s create a simple automation that will welcome all new visitors after entering your website. In the first step we need to select the automation trigger - so in other words -> we need to define what must happen for automation to start. I’m selecting “Page visit” from the triggers list and, as I want it to start regardless of the webpage a visitor enters, I’m putting the main site URL here and set the condition to “contains”. Than I’m setting a delay of a few seconds so that the process is more natural. And then, to be sure that the message is sent only to anonymous users I’ll use filters module. I can for example select here only those users whose email addresses I don’t have. And then the last module is “send the chat message” and here I type in the exact text that will be send to a visitor. So I’m specifying the name and configuring when it should be displayed. In “Timing” field, as you see, I’m selecting “Once”. In this kind of welcome messages it’s recommended to use that particular option as we don’t want to repeat the same message each time a given person comes in. It means that the automation will work once per each anonymous visitor. After saving and enabling the automation, it’ll work once for every anonymous visitor coming to my website for the first time. Thanks to a possibility to send a message, you can have proactive approach and welcome a new visitor in real time. Manual message sending may be especially useful if you see in the People section that a new user has just filled an email prompt and their email domain is one of a company you’d be very interested in to become your client. So we just discussed how to quickly send a chat message. Thanks for your time!