Imagine this: you have a live chat with a contact. They have a question, you talk, you send them some resources, and the chat ends. 2 things can happen:
- The contact disappears forever
- The contact continues to engage with your business
To achieve the second outcome, you need to follow-up an online chat conversation with a message. And something that might help encourage continued customer engagement is a chat transcript from your conversation.
The contact might have planned to use the linked resource you sent but didn't do so right away. Or they wanted to remember a product page you mentioned but couldn't remember the name of the product.
A chat transcript follow-up message takes care of all potential problems like these. Not only is it a good resource for the contact, but it's also a good record for you to be able to give great future customers experiences. Plus, having a chat transcript helps build trust in your business. It's tangible help a contact can refer back to.
In the Conversations feature, sending a chat transcript follow-up message is easy with the automation recipe made just for that!
When a contact chats in Conversations, notify a team member and create a task for them to follow-up later via the Conversations email tool so the contact will be sent a transcription of their chat with you.
NOTE: This automation recipe must be used with the Conversations feature.
How does the chat transcript follow-up automation work?
Here's how the chat transcript follow-up 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 with the chat transcript after the chat ends.
3. A task is then created in the account for the user to send out the email
Pro-tip: If you plan to create a deal for contacts the chat with 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%).
What do you need to use the chat transcript follow-up automation recipe?
Just an ActiveCampaign account, the Conversations feature, and a contact list!