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.
Navigate to Messaging Tools > Automations > New Automation.
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Pick Build From Scratch.
This ensures you start a new Automation without any pre-existing conditions or parameters.
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Name your Automation and choose your Department.
Departments are the different phone numbers or channels attached to your Textline account.
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Select the Webchat conversation abandoned Automation type and confirm the Department.
This step signals to Textline that you want the action to occur when a webchat is abandoned and ensures it triggers from the right Department.
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Set the rules or conditions you want met.
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:
Choose the following TWO actions.
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You can also select a few options related to the Automation, such as preventing lower priority Automations from sending messages and whether or now you want the Automation to count toward metrics calculations.
Preview the Automation.
Next, it’s time to review your set up, conditions, and actions. Plus, proofread your message!
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Click Create Automation, and you’re ready to cut webchat abandonment rates.
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="automation-step-wrapper"><span class="recipe-content-step-wrapper-2">1</span><div class="automation-step-bubble">Hi there! This is to follow up on our webchat conversation. Do you still need help troubleshooting that error?</div></div>
<div class="automation-step-wrapper"><span class="recipe-content-step-wrapper-2">2</span><div class="automation-step-bubble">Hi [Name]! This is Mina from Textline! Are you still looking for a pricing quote for your brand?</div></div>
<div class="automation-step-wrapper"><span class="recipe-content-step-wrapper-2">3</span><div class="automation-step-bubble">Hi [Name]. It looks like we may have been disconnected on webchat. Are you still needing assistance?</div></div>
<div class="automation-step-wrapper"><span class="recipe-content-step-wrapper-2">4</span><div class="automation-step-bubble">Hi there! This is Jenna with Junk Kings. Would you like to schedule a junk removal service with us?</div></div>
<div class="automation-step-wrapper"><span class="recipe-content-step-wrapper-2">5</span><div class="automation-step-bubble">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.</div></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?
