Video Transcript

00:01

hi guys all right welcome to day three

00:03

of our

00:04

mini course we want to help you get

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started with chat marketing

00:08

and start to implement on new channel

00:09

marketing um new channel communication

00:12

all that good stuff

00:13

so day one we set up your general

00:15

message

00:16

like we said somebody’s like ringing the

00:18

doorbell who you want to know where

00:20

they’re at the right place

00:21

the second day we set up your welcome

00:23

message so once they come in

00:25

then we set it up that we could kind of

00:28

start the conversation you gave him a

00:30

couple options um like get a quote

00:33

talk to you using your phone number or

00:35

ask a question

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and each one of those then we set up the

00:38

following a follow-up message either

00:40

call immediately with your phone number

00:42

or if they ask for a quote

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then we capture the relevant information

00:46

that you would like and responding back

00:48

so now what happens when somebody comes

00:50

into your chatbot and they say something

00:51

that you tap i didn’t understand it

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wasn’t one of the first three questions

00:55

well we have set up um a default message

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for that

00:58

and that’s kind of um it’s kind of cut

01:01

so they understand that like if somebody

01:03

came into your chatbot or let’s say they

01:05

came in your store and they said

01:06

something you understand

01:07

you’re not just going to stare at them

01:08

and say nothing right like

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no what you’re gonna do is have a

01:12

response and what we’re trying to build

01:14

in to your chatbot then is a default

01:17

response

01:18

that lets them know like they were heard

01:20

i think that’s the most important thing

01:22

is that they know that they were heard

01:23

when they ask a question that does you

01:25

know chat but doesn’t understand

01:26

how do we do that okay so we’re in our

01:29

mana chat again so you’re going to click

01:31

on the left side here which is of course

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like our kind of our

01:35

toolbar we’re going to click on the

01:37

bottom right here settings and then

01:40

we’re going to come

01:40

over to messenger

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and so really what this is just setting

01:45

up the main parts of your messenger

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and like this is where we did our

01:48

welcome message now we’re going to click

01:50

default

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and there’s a couple basic things that

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you want to do when you set up your

01:55

default

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first you want to make sure up at the

01:57

top here you can have it trigger every

02:00

time

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but you really don’t want to do that

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because any time there’s a response

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you’re going to keep getting that same

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message back back back

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so we really like to set it to once

02:09

every 24 hours

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and then we’re going to click edit

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because that’s how we make the changes

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right if we don’t click edit we can’t

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make any changes

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so first step it that comes in here

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we’re going to create

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the yellow welcome message

02:25

action message and so the action message

02:27

right here

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the first thing you’re going to do i’m

02:29

going to get rid of these so you can see

02:34

it

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and again if you if your action message

02:42

isn’t populated when you go to fault

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just look

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click in this plus button right here

02:46

action so i’ll just delete this one

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so you can see it won’t let me delete it

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because it has to have starting flow but

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pretend we weren’t going to create our

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new actions you’re going to drag it over

02:56

here

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and then you hover above the top and

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delete so

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click in this box and then we work over

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on the left side

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action and the first thing we want to do

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is make this an open conversation so

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that you can respond so

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mark is an open conversation and then

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the second thing is we want to get you

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to get notified right if somebody comes

03:14

in and

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says something or does something that

03:17

needs a response you need to be notified

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so you click on add action

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notify admin and then

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you click on this to notify so like if

03:27

you and other people on your team are in

03:28

here you could click who all received it

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again if you want you could click an sms

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that’s going to cost you

03:35

a penny a message i really think it’s

03:37

worth it

03:38

um so make sure especially when you’re

03:40

getting used to using your omni channel

03:42

marketing

03:43

that you’re not missing a message this

03:45

is the great stuff right here

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then what you can do is you’re going to

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get rid of this message just kind of

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auto populates

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and so i’d like to put their name and i

03:55

like to say

03:56

just ask and then what happens

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we’re gonna hit return and then you come

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to the little squigglies right here

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and you’re gonna put if you start typing

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input last text input

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so what happens is whatever they put

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last you’re gonna get that in your

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message

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so you know the question ahead of time

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so like let’s say they ask

04:16

uh when do you have time for cleaning we

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can go look at your calendar

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and then respond or like let’s say they

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ask you

04:23

um oh i want to change my service date

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maybe it’s a customer that came in

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then you can go look at their schedule

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and see when you can change it

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so again what we did here is we click

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the notifications just ask

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key part is to click on the squigglies

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and if you type start typing the word

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input

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and if you spell it right it’s going to

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pop up

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all right then now we just did this what

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would happen so far is they’d say

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something

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you’d get notified of what they said but

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the person who wrote that’s going to get

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no

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input and we want to give them that so

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they know they were heard so you’re

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going to

05:00

drag the squiggly line and you do send

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message

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and let’s put their name in there again

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so they feel it’s more personalized like

05:09

hey

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so we’ll come down a little squiggly

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here ampersand’s brother called

05:15

jennifer oh wrong first name

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and i could just say like um

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thanks or i actually we don’t want to

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say thanks because maybe they like

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said something with stakes is

05:31

inappropriate or awesome so let’s say

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i’m just a chatbot and a lot of time

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just going to get your chatbot name so

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i’m

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just susie the chatbot

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[Music]

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um

06:06

okay so we just said hey first name

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i’m just using the chat bot i’ll get

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some and how about

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ah this is what i want to add i’m susie

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chatbot

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and i don’t understand

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everything yet

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okay i like that again here now we want

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this to be like a conversation and easy

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to visually go through so this is why

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we’re going to put this

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space in here and let’s put like a

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um

06:42

[Music]

06:44

you could do like this i’ll get some

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from this customer service team

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or so what we wrote here is i’m using

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the chatbot and i don’t understand

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everything yet

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so i know that they’re like they

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obviously knew probably maybe they

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didn’t that they were engaging with

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an automated system but we’re confirming

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that you got that

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and that you’ll get someone from the

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customer service team and then you hit

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publish

07:07

again you want to preview this message

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right so you can hit preview

07:13

send a messenger

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and then if i open up my messenger

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that’s right i can’t show you i forgot

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because i only have the one screen up

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wait i can add a screen i think right

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screen showing stream

08:17

okay let’s see here i want to see how i

08:19

want this to show for you guys

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okay so we’re gonna see what it says now

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if you look at the message down here

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it says hey jennifer i’m susie the

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chatbot i don’t understand everything

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yet

08:37

i’ll get someone for the customer

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service team asap

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and then you know that message looks

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good so that’s really

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so if we go back and summarize what we

08:47

we did here

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all right so what we did is we went

08:54

to um settings

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and then we went to messenger default

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we added the flow we added a

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action box we made sure that it’s open

09:09

and the notification includes the last

09:12

text input so you know what they said

09:14

and then we acknowledge to them that

09:16

they that we heard their message

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and let them know over the chatbot and

09:20

we’ll get back to them as soon as

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possible

09:22

and so you can see why like back to this

09:24

step i think it’s important that if you

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have it on

09:26

sms especially when you’re first getting

09:28

used to it so you don’t miss any

09:29

messages because you really want people

09:31

to feel like they’re heard

09:32

and you know the quickest way to convert

09:34

potential client is to have

09:37

uh you know beyond the action and

09:39

communicate in efficient manner

09:41

thanks if actually and if

09:44

you know one thing like to show you like

09:47

we can really build out

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um just to give you a sneak peek maybe

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it’s like what you can do

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with the default message

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and i’ll show you kind of like what we

09:59

have built on ours because

10:01

once you get past our initial training

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then you might want to build out

10:04

something else or you might want to also

10:06

um actually let’s see how do i want to

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do this

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you might want to

10:16

um not below yourself and have us build

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it up for you

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but i’ll kind of give you an idea of

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like what you can do for the default

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message

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edit

10:30

preview

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i’ll show this on the stream again

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okay right so

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sneak peek portion what you can do and

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again if you don’t want to build this

11:03

out yourself

11:04

reach out to somebody and we’ll have

11:06

somebody from our team

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kind of tell you all the things we can

11:09

do but this is what you could

11:12

i didn’t go through yet again sometimes

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if it doesn’t preview right away just

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hit preview

11:17

check it out open a messenger

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let’s take in his time because of the

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wi-fi

11:34

that’s your refresh

12:00

i know the problem is i have my default

12:02

on

12:03

for 24 hours

12:06

edit and i’ll just show you here so what

12:09

you what we can have built in here

12:11

is in the default because maybe somebody

12:13

pushed something it’s kind of similar to

12:14

our main menu where you could build and

12:16

get a quote

12:17

ask a question or if you’re looking

12:18

around and it can take you to the main

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menu

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so really that’s the other you know we

12:22

when we started we built a pretty basic

12:24

default message because

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to um really cover the main things we

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want to do

12:29

acknowledge that somebody was heard and

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let you know what they said

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but once you get in deeper you can

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really give them options in the default

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because sometimes somebody might say

12:37

like oh looking to

12:39

you know clean my bathroom and so we

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want the default messages to trigger

12:43

that they get the option to get a quote

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so that’s like the future what you can

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do in the future or if you’re looking

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for help just reach out and

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we can set you up with one of our bot

12:53

team specialists