Proactive messages allow you to initiate conversations through the Web Widget with customers, based on specified conditions that you define.
In this article, we’ll take you through the following tasks:
For an overview of proactive messages and how they work, seeAbout proactive messages.
Creating the proactive message
Proactive messages are created on theProactive messages pagein Admin Center.
To create a proactive message
- In广告min Center, click
Channelsin the sidebar, then selectBots and automations > Proactive messages. - On the Proactive messages page, click theCreate proactive messagebutton.
- UnderCompose messages, specify the following information for the new message:
- Name: Enter a brief but descriptive name for the proactive message.
- Brand: If you have multiple brands, use the dropdown to select a brand for the message. Brands can run multiple proactive messages simultaneously.
- Channel: Use the dropdown to select a Web Widget for the message. Only channels connected to the brand selected above appear in the menu. Each proactive message can only be published on one channel.
- ClickNextto open the new message configuration page.
Composing the message
在你添加了积极的消息ccount, you can compose the message text. Composing the message requires adding the text (including emojis, if you like) that will greet your customers, then selecting and configuring the response type.
There are two response types you can choose from:
- Agent: Lets you create a simple follow-up to the initial message before handing the customer over to a live agent.
- Bot:Lets you use anansweras a follow-up message.
Composing a message for each response type has slightly different steps. The sections below describe these in more detail
Composing a proactive message with an agent response
The basic customer experience for a proactive message with anagent responseis:
- An initial greeting, or message, to the customer
- A follow-up message to transition the customer to a conversation with a live agent
- A request for the customer’s name and/or email address (optional)
For a more detailed example from the customer’s perspective, seeCustomer experience: Agent response.
To compose the message with an agent response
- In theCompose messagessection of the configuration page, use theProactive messagebox to enter the text for your initial message.
- UnderChoose how to respond, clickAgent.
- Enter thefollow-up message. This can let the customer know they’re being transferred to a live agent, and introduce the request for additional information (if used).
- In the optionalCustomer detailssection, a request for both the customer’s name and email address are included by default. Click the X to delete either detail (or both). Click the down arrow to add back the deleted field(s). Deleting both fields removes the data collection request from the proactive message.
- ClickNextto expand the制定规则section.
Composing a proactive message with a bot response
The basic customer’s experience for a proactive message with abot responseis:
- An initial greeting, or message, to the customer.
- An answer, which transitions the customer to the conversation bot.
For a more detailed example from the customer’s perspective, seeCustomer experience: Bot response.
To compose the message with a bot response
- In theCompose messagessection of the proactive message’s configuration page, use theProactive messagebox to enter the text for your message.
- UnderChoose how to respond, clickBot.
- 注意refere的机器人nced. If it is incorrect, clickEdit botand choose the bot you want to use.
Only bots connected to the channel you selected in the Compose messages section can be used. If necessary,create a new botwith the messaging you need, orpublish an existing botto the channel.
- Use theResponsedrop-down to choose theansweryou want to use as your follow-up message for the customers. If needed, clickEdit answerto make changes to the selected answer.
- ClickNextto expand the制定规则section.
Setting the rules
Next, you’ll need to set the rules, which includes:
- 广告ding conditions. A condition includes an object (visitorordevice), an operator, and a value. You can also nest conditions to create more complex conditional logic. You can expand the Condition key to use as a reference.
- Configuring the timing for checking conditions. Here, you’ll determine what event can trigger the condition check – usually when the customer visits a specified web or help center page, often for a specified amount of time.
For more information on the options for building conditions, seeProactive messaging conditions and events reference.
To set the condition rules
- In the制定规则section, configure the conditions that must be met to send a proactive message.
- Click广告d condition.
- Use the drop-down field to select anObjectas the subject of the condition.
- If you’re using thecustomer’s visit informationas a condition for sending the message, selectVisitorin the Object drop-down, then:
- Use theFielddrop-down to choose what information to consider: ThePage URLof the customer’s current page, thePage titleof the customer’s current page, or theVisit historyof the customer.
- Use theOperatordrop-down to choose an operator. Depending on your Field selection, this can beIs,Is not,包含至少一个, orDoesn’t contain.
- Use theValuefield to enter the page URL or title to check. If you selected Visit history in the Field drop-down, chooseNew userorReturning user.Note:Page URL and Page Title values are case-insensitive.
- If you’re usinginformation from the device the customer is on, selectDevicein the Object drop-down, then:
- Use theFielddrop-down to select theLanguageoption.
- Use theOperatordrop-down to choose an operator,IsorIs not.
- Use theValuedrop-down to select the language you want to check for. This value is checked against the language set on the customer’s device.
- Click广告dto save the condition.
- To add another condition to the rule, click the + and select广告d condition.Repeat steps 4 and 5 as needed.
- To create a nested condition, click the+and select广告d nested condition. A nested condition is a condition that contains two or more conditions inside it. You can use nested conditions to build complex logic that relies on multiple conditions. They are especially useful when combining conditions using bothANDandOR.
- UnderWhen to check the conditions, use the Event drop-down to define what customer event causes a condition check, then use Minutes and Seconds to define and how long the event must last before the check is triggered.
- Optionally, add tags to the tickets created from the proactive message interaction.
- ClickNextto expand theSchedulesection.
Choosing when to send the message
Finally, you’ll choose when, and how often, to send the message to the customer, and publish your message.
To choose when to send the message
- In theChoose when to sendsection, select the Time of day for sending the proactive message:
- Any time conditions are met. This sends the message whenever the customer meets the conditions defined in the previous section, regardless of any set business hours.
- Only during business hours.This lets you select one of your previously-defined schedules to restrict when proactive messages are sent.This option is only available if you have setbusiness hoursfor the channel.
- Only outside of business hours.This sends the message only when the customer meets the conditions outside of any previously-defined schedules.This option is only available if you have setbusiness hoursfor the channel.
- UnderFrequency,choose how often a customer will receive a proactive message:
- Once per customer. Message will only show the first time the customer meets the conditions. After clearing the browser’s cache, the customer will be treated as a new user at their next visit and will see the message again.
- Once per visit. After the message is opened or dismissed, it won't show again until the customer’s next visit.
- Every time the conditions are met. Recommended only for critical or time-sensitive messages.
- ClickPublish.
8 Comments
Is it possible to use hyperlinks in the proactive messages? When I tried, I couldn't save it due to the error "Message can't include scripts".
It will just be for plain texts.
HiDane,
I don't understand your answer. When I tried to enter a URL in the proactive message, it gives me an error:
Like the sample below, it only supports plain text. No formatting or script of any kind.
The URL is not a script. Apparently, any URL or text with "/" is unacceptable. Most URLs have "/" in them except domain names.
Zendesk should allow characters like "/" and treat them as text strings, not scripts or formatting, in proactive messages. What would be better is if Zendesk actually treated the URLs as clickable hyperlinks.
This is to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Shaun Luongif you submit this to theCommunity pagedo let me know, I'll add an upvote for you!
RinaandDane, Done:
https://support.zendesk.com/hc/en-us/community/posts/5734197029402-Allow-URLs-and-formatting-in-Proactive-Messages
Pleasesign into leave a comment.