At Patch we highly recommend setting up a post-conversation review request that is sent out when an agent or rep marks a conversation as completed. Most customers are willing to give reviews however most businesses fail to ask for them. Automating your review requests can increase reviews significantly, ultimately driving more purchases.
In this article will walk through how to set up an automation to do this!
- Go into the ‘Automations’ module
- Create a new Automation by clicking the (+) button in the lower right corner
- Select the type of automation to create
Scroll down to the bottom of the list - Select ‘Social Review Invitation’
- Set up the details.
- Name the Automation
- Choose, ‘Chat Finished’ for the question 'What event on a contact should trigger this automation.'
- How soon after the trigger would you like the message to go out?
Choose from the time frames:- 2 minutes
- 5 minutes
- 15 minutes
- 1 hour
- 4 hours
- What type(s) of messaging will this automation use?
Choose from:- SMS
- SMS and Email
- Last, Enter the URL of what site you would like to invite them to leave a review:
- This is the link you want to use for your Social Media accounts, where they have a chance to ‘Like’ or ‘Follow’ your page, or even a Google Review.
- This is the link you want to use for your Social Media accounts, where they have a chance to ‘Like’ or ‘Follow’ your page, or even a Google Review.
If you want to have more than one type of review, then you will need to create additional automations. Each review will have its own automation.
Once you have entered the details, select ‘Create’
You will get this notification, simply click 'Continue & Close' to proceed to the automation canvas. - Name the Automation
- The automation will auto-populate on the canvas.
Everything needed to run this automation is pre-populated onto the canvas, all you need to do is review each block. - You will need to approve each block to confirm the setup to start running this automation.
Click on the yellow ‘Approve’ banner above each block to continue.
Each block will be covered individually. - Let’s start on the ‘Smartlink Clicked’ trigger block. Click on the yellow ‘Approve’ button above the Smartlink Clicked block in the automation to enter the block to approve it.
There are NO edits that need to be made on this block.
A Smartlink is automatically generated and selected.
Select the button in the lower right to ‘Approve & Close’ this block. - The ‘Set Fields’ block will auto-populate with the Contact Tag:
‘SMARTLINK-xxxxxxxxxxxxxxxx’ - To simplify things, we want to change the name of this initial ‘Tag’ that appears.
This will effectively help with data organization
- Social Media
- Facebook, Instagram, Twitter, Snapchat, Pinterest, Youtube, etc.
- Facebook, Instagram, Twitter, Snapchat, Pinterest, Youtube, etc.
- Business
- Google, Yelp, etc.
- Google, Yelp, etc.
- Social Media
- Once a new name has been applied to the ‘Tags’ section, ‘Save Approve & Close’ with the yellow button in the lower right corner.
- Simply ‘Approve’ the Eject block(s)
- For the ‘Chat Completed’ block, we want to basically repeat the process we just performed on the 'Set Fields'.
We want to change the tag name that auto-populates into a value that will be easier to use for segmentation or reporting later. - In the ‘Delay’ block a notification appears:
“Delayed tasks will wait for the amount of time set above, then resume within the specified timeframe of Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, and Sunday between 09:00 and 21:00.”
By default, this is automatically set to operate between 9 AM - 9 PM.
There are NO edits that need to be made on this block.
Select the ‘Save, Approve, & Close’ button in the lower right.
If you need to change the default setting, select one of the two checkboxes at the bottom:-
- Resume Anytime
- Enable Timeframe
- Resume Anytime
“Delayed tasks will resume immediately after the delay (block). This can lead to messages being sent at inopportune times such as in the middle of the night. It’s recommended to use a timeframe.”
If a conversation was ‘marked as closed’ at midnight, after a 15-minute delay it would continue to send a message out at the time the automation ran - not taking into consideration the time of day that it is.
Enabling this would allow the automation to run at any time. - Enable Timeframe
A notification appears:
“Delayed tasks will wait for the amount of time set above, then resume within the specified timeframe of Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, and Sunday between 09:00 and 21:00.”
This is where you can change the window of which this will operate to be something different than 9 AM - 9 PM.
When finished making edits, select the ‘Save, Approve, & Close’ button in the lower right corner.
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- Last is the ‘Send SMS’ block.
- Select a Gateway at the top of the window.
- The text content and Smartlink will auto-populate.
- The text can be edited to better fit your business.
- A preview of your message will appear on the right-hand side
When finished, select the ‘Save, Approve, & Close’ button in the lower right corner. - Select a Gateway at the top of the window.
- Once all the blocks in the automation have been approved, Enable the automation by selecting the toggle switch in the upper right corner.
It will turn green. - Once you have enabled the automation it is running!
There is no further action required!
If there is an issue with the URL being used in the Smartlink, it can be edited.
Select the SmartLinks module from the dashboard.
-
- Find and select the edit icon for the newly created Smartlink.
- Find and select the edit icon for the newly created Smartlink.
- This is where you can update the ‘Redirect URL’ field, be sure to Save & Close when finished.
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