Conversations

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How to Set Up Conversations

Introduction

The Conversations feature within ActiveCampaign allows for effective two-way communication between businesses and their customers through a chat widget and email. This functionality is vital for enhancing customer support, building stronger relationships, and improving overall customer experience. Conversations centralizes customer interactions in a unified inbox, making it easier for your team to manage communications, address issues, respond to queries, and celebrate sales successes. Implementing this feature is particularly beneficial for businesses looking to enhance engagement and streamline their customer service processes.

How to Access Conversations

To access and configure the Conversations feature, you must be the Primary Admin of your ActiveCampaign account. Follow these steps:

1. Click on Conversations in the left menu. 2. If you do not see the Conversations option, consult your Primary Account Admin to request permission or note that this feature is no longer available for new purchases as of January 3, 2023.

Once you navigate to the Conversations page, you can proceed to configure settings under Conversations Settings.

Step-by-Step Instructions

This section provides you with detailed instructions on how to set up and configure various components of the Conversations feature.

Setting Up the Chat Widget

To customize the chat widget to align with your brand, you can configure its appearance as follows:

1. Navigate to the Conversations Settings > Channels > Web Chat > Appearance. 2. Enter your company's name or a welcome message in the Headline field (e.g., "Chat with us"). 3. Optionally, add a short description of your company in the Description field. 4. Paste the URL of your company logo into the designated field; you will see a preview to ensure it is correct. 5. Select a color for your chat widget under Brand Color using the color picker or entering a hex value. 6. Choose the Chat Position, selecting whether the widget should appear on the left or right side of the webpage.

Setting Up the Welcome Message

The Welcome Message is a proactive greeting that enhances visitor interaction with your website. To set this up:

1. Go to Conversations Settings > Welcome Message. 2. Click on the Create a Welcome Message button. 3. Activate the Welcome Message toggle by switching it to the "On" position. 4. Enter a short greeting (e.g., "We're here to help!") in the provided field. 5. Click the Publish button to make your welcome message live.

About the Chatbot Automation

Each Conversations account comes with a preconfigured Chatbot Automation, designed to facilitate real-time messaging. This automation can assist in data collection and lead qualification, enhancing the customer experience before an agent takes over. You can access the Chatbot Automation by navigating to Conversations Settings > Chatbot Automation.

For further details on setting up and using the Chatbot Automation, visit the official documentation [1].

Adding the Chat Widget to Your Website

To display the chat widget on your website, you need to configure domain whitelisting and install the chat widget code:

Whitelist Your Website Domain(s)

Follow these steps to whitelist the domains where the widget should appear:

1. Click Website on the left menu. 2. Select Site Tracking. 3. Enter your website URL in the provided field and click the Add button.

You have options for whitelisting: - **Include all website pages**: Check this box to show the widget on all pages of the specified URL. - **Only this page**: If unchecked, only the specific URL entered will be whitelisted. - **Wildcard URLs**: Use the * symbol to include all pages under a specific path.

Chat Widget Code

The tracking code that displays the widget is located in the box under Tracking Code. You need to:

- Copy the provided JavaScript code. - Paste it into the footer of your website.

For single-page applications, remember to call window.vgo('update'); to ensure the chat widget loads correctly on route changes.

Configuration Options and Settings

- **Appearance**: Customization of the chat widget’s visual elements. - **Welcome Message**: A greeting that initiates engagement with visitors. - **Chatbot Automation**: An automated system for initial interaction. - **Whitelisting Domains**: Assigning which domains can display the chat widget. - **Tracking Code**: The necessary JavaScript included in your site’s footer.

Best Practices and Tips

- Ensure your Welcome Message is welcoming and encourages interaction. - Utilize the Chatbot Automation to manage initial customer inquiries efficiently. - Regularly review and update the Appearance settings to maintain brand consistency. - Whitelist all relevant domains promptly to avoid downtime and ensure visibility of the chat widget. - Optimize the chat widget's positioning based on user engagement analysis.

Troubleshooting

If you encounter issues with the chat widget display, check the following: - Ensure your domain is whitelisted in the Site Tracking settings. - Verify that the correct chat widget code is installed on your website. - For single-page applications, ensure the route change updates are implemented properly.

FAQ

What happens if I'm not the Primary Admin?

If you are not the Primary Admin, you will need to contact them to request access to configure the Conversations feature.

Can I use the Conversations feature if I signed up after January 3, 2023?

No, the Conversations feature is no longer available for purchase for new customers as of January 3, 2023.

How do I change the color of the chat widget?

You can change the color in the Appearance section by selecting a new color from the color picker or by entering a hex code.

Can I access previous conversations?

Yes, all customer conversations are stored in a unified inbox within the Conversations feature.

How can I modify the Welcome Message after publishing?

You can navigate back to Conversations Settings > Welcome Message to edit or republish your Welcome Message.

Is it possible to personalize the message sent by the chatbot?

Yes, the Chatbot Automation can be configured to send personalized messages based on user interaction.

What if the chat widget does not appear on my site?

Check that your domain is whitelisted and that the chat widget code is installed correctly in your website's footer.

This guide aims to help you set up and optimize the Conversations feature within ActiveCampaign. By following these steps, you should be well-equipped to enhance communication with your leads and customers effectively. ```