Webchat abandonment occurs frequently. Contacts often reach out via webchat and accidentally close the webpage. What if there was a way to automatically reach out to contacts who accidentally closed this page? With Textline, there is! You can set up an Abandoned Webchat Automation, which triggers an SMS message to follow up with these contacts. This webchat SMS hybrid solution helps businesses reduce missed opportunities from abandoned webchats.
Here are the step-by-step instructions to set up this Automation on Textline.
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">1</div><p class="step-text" id="step1">Navigate to Messaging Tools > Automations > New Automation.</p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">2</div><p class="step-text" id="step2">Pick Build From Scratch. </p></div>
<p style="padding-left: 32px">This ensures you start a new Automation without any pre-existing conditions or parameters.</p>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">3</div><p class="step-text" id="step3">Name your Automation. </p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">4</div><p class="step-text" id="step4">Select the Webchat conversation abandoned Automation Type.</p></div>
<p style="padding-left: 32px">This step signals to Textline that you want the action to occur when a webchat is abandoned.</p>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">5</div><p class="step-text" id="step5">Set the rules or conditions you want met.</p></div>
<p style="padding-left: 32px">Conditions are rules that cause an Automation to fire or prevent it from doing so. For example, you can set several conditions for this Automation. Let’s take a look at some conditions to consider: </p>
<ul style="padding-left: 64px">
<li><span style="font-weight: 600">Conversation is taking place via webchat.</span> This signals to Textline that the conversation is happening via webchat and not SMS.</li>
<li><span style="font-weight: 600">Agents are available.</span> This ensures that the Automation doesn’t trigger unless an agent is available and ready to reply. </li>
<li><span style="font-weight: 600">Last inbound message received.</span> This condition tells Textline when to trigger the Automation. In the example below, the last inbound message from a contact came 1 hour ago.</li>
</ul>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">6</div><p class="step-text" id="step6">Choose the following TWO actions.</p></div>
<ol style="padding-left: 64px; margin-top: 0px">
<li><span style="font-weight: 600">Convert webchat to text.</span> This automatically converts the webchat conversation to SMS for the follow-up message.</li>
<li><span style="font-weight: 600">Send a message.</span> This is the desired message you’ll send via SMS.</li>
</ol>
<p style="padding-left: 32px">You can also select a few options related to the Automation, such as preventing lower priority Automations from sending messages and whether or not you want the Automation to count toward metrics calculations.</p>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">7</div><p class="step-text" id="step7">Preview the Automation.</p></div>
<p style="padding-left: 32px">Next, it’s time to review your set up, conditions, and actions. Plus, proofread your message!</p>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">8</div><p class="step-text" id="step8">Click Create Automation, and you’re ready to cut webchat abandonment rates.</p></div>
Not sure what to include in your SMS follow-up message? Let’s look at a few different follow-up messages you could send customers.
<div class="recipe-numbering-wrapper"><div class="recipe-numbering-step">1</div><p>Hi there! This is to follow up on our webchat conversation. Do you still need help troubleshooting that error?</p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering-step">2</div><p>Hi [Name]! This is Mina from Textline! Are you still looking for a pricing quote for your brand?</div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering-step">3</div><p>Hi [Name] It looks like we may have been disconnected on webchat. Are you still needing assistance?</p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering-step">4</div><p>Hi there! This is Jenna with Junk Kings. Would you like to schedule a junk removal service with us?</p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering-step">5</div><p>Hi [Name]. It’s Anna from Home Cleaning Services. I think we were disconnected on webchat. I wanted to follow up to see if there’s something I can help you with.</p></div>
Combine the power of webchat and SMS to make following up with customers easier. Stop losing out on conversations and conversions with a webchat solution built by Textline. Ready to see it in action?
