Conversations is a powerful tool that helps you connect with your contacts right at the moment they’re browsing your website.

But you might be wondering — what’s the best way to use Conversations alongside the rest of ActiveCampaign?

We’ve got you covered with 10 pre-built conversational marketing automation workflows.

Here are the 10 automations for Conversations:

  1. Conversations – Follow-up message
  2. Conversations – Auto-Reply Form Follow-up
  3. Conversations – Create a Deal
  4. Conversations – Tag New Contacts
  5. Conversations – Tag Local Contacts
  6. Conversations – Page Tagging
  7. Conversations – Auto-Reply Link Tracking
  8. Conversations – Chat Transcript Follow-up
  9. Conversations – Add to FB Audience
  10. Conversations – Site Message Follow-up

1. Conversations – Follow-up Message

Following up with your contacts after they reach out is the best way to make sure they don’t have any unanswered questions.

This automation also gives you a chance to include a link to a sign-up form if the contact wants to opt-in to your marketing list.

Here are the steps of this automation:

  1. The contact submits their email to the Conversations form in the chat widget
  2. You choose how long the contact waits until the next step (based on how long it takes for the chat to resolve)
  3. The contact gets a follow-up email to check in and thank them for reaching out

2. Conversations – Auto-Reply Form Follow-up

You can customize the Conversations auto-reply with whatever text you want (including links).

If you add a link to your opt-in form, this automation can send a welcome series to any contacts who sign up.

Here’s how this automation works:

  1. You link to an opt-in form from the Conversations auto-reply
  2. The contact starts the automation when they submit the Conversations form
  3. The contact stays in a wait step until they submit the opt-in form
  4. Once the contact submits the form, they get the first welcome message
  5. After waiting a day, the contact gets another welcome message and exits the automation

And feel free to add more welcome messages to the series!

The contact will be held in the first wait step until they submit the form. You could add a number of days to “wait until” if you don’t want contacts to wait indefinitely.

3. Conversations – Create a Deal

Tracking a deal from the beginning of its life cycle is important. Create a deal for contacts who start chats via the Conversations feature.

Here’s how this automation works:

  1. The contact submits their email to the Conversations form in the chat widget
  2. You use a Create Deal action that assigns them a stage, pipeline, and owner
  3. The contact exits the automation

Pro-tip: If you want to make sure a contact who already has a deal doesn’t have another added, you could build an IF/ELSE action looking for contacts that already have a deal with status of Open.

4. Conversations – Tag New Contacts

What if you could know at a glance if the contact you’re chatting with is a current list member or a new contact?

With this automation, you can. Here’s how:

  1. The contact submits their email to the Conversations form in the chat widget
  2. The contact hits an IF/ELSE action that checks if your contact is in your main list
  3. If they are, they exit the automation without issue. If they aren’t, they are tagged as a Contact From Conversations (for segmentation purposes).

Feel free to adjust the tag to whatever makes sense for your business.

If you don’t have a master list for all contacts, you can set up conditions for each list you have (but you might need more than one IF/ELSE action).

5. Conversations – Tag Local Contacts

It’s helpful to know which contacts are local.

Why?

These are contacts that could attend in-person events – like store sales, seminars, or a BBQ for local customers.

This automation lets you reach all of those people.

  1. The contact submits their email to the Conversations form in the chat widget
  2. The IF/ELSE action checks if the contact is in the geographical location you chose (adjust this to whatever you like)
  3. If the contact is in that location, they are tagged as “Local”

6. Conversations – Page Tagging

How can you quickly tell what each chat is about? Identifying the type of chat helps you figure out how to follow up.

Identifying the type of chat you are having with someone sets expectations for your agents and allows you to follow-up accordingly.

Here’s how this automation works:

  1. The contact submits their email to the Conversations form in the chat widget
  2. The contact goes through a series of IF/ELSE actions to see what pages they’ve visited
  3. Depending on the pages visited, the contact is tagged with the type of conversation the contact is having (e.g. sales, support, etc.)

The example is set to Sales and Support, but feel free to adjust the domains and tags accordingly!

7. Conversations – Auto-Reply Link Tracking

You can add links to your Conversations auto-reply. If you can’t come to chat right away, this is a great way to keep people engaged.

This automation tags the contacts who visit the page of the link so you can follow-up accordingly.

  1. Set up your Conversations auto-reply with a link to a tracked page
  2. The contact submits their email to the Conversations form in the chat widget
  3. The contact waits for 2 days
  4. An IF/ELSE action checks to see if the contact has visited the link
  5. If the contact has visited, they get tagged as having clicked on the follow-up link

The link could be to your help documents, current products on sale, or anything else that makes sense for your business.

8. Conversations – Chat Transcript Follow-up

This automation makes sure that your agents send out an email from the Conversations app – that way your contacts can have a copy of their chat transcript.

Here’s how this automation works:

  1. The contact submits their email to the Conversations form in the chat widget
  2. Your team gets a notification to send out a follow-up email after the chat
  3. A task is then created in the account for the user to send out the email

If you plan to create a deal for contacts that chat you, it could also be a good idea to add a short wait step. That will let you send the notification to the deal’s owner (by using the personalization tag %DEAL_OWNER_EMAIL%).

9. Conversations – Add to FB Audience

Having multiple contact touchpoints is lets you reach people no matter where they are. This automation adds contacts who start chats to your Facebook Custom Audience.

Here’s how this automation works:

  1. The contact submits their email to the Conversations form in the chat widget
  2. The contact gets added to your Facebook Custom Audience and exits the automation

You may want to build a specific Facebook Custom Audience to incentivize contacts to opt-in to your marketing and, once on a list, switch to a more targeted Custom Audience.

10. Conversations – Site Message Follow-up

Have a site message with a call to action appear when a contact re-visits your page after chatting with you.

Here’s how this automation works:

  1. The contact submits their email to the Conversations form in the chat widget
  2. The contact triggers the site message action and then leaves the automation

Your call to action could be a purchase, to continue the chat, or to opt-in to one of your marketing lists.