Automation can help you with some of the repetitive tasks, like greeting the visitors on your site, providing a response when your operators are not available, or even sending a discount code to a group of people.
Once you’ll open Automation in the chat panel on the left, you can add a new one, edit the existing ones or check the statistics on how many have already been triggered on.
There are some pre-set scenarios you can choose from and just fill in the message you want to send or you can build your own Automation from scratch by setting up the actions, filters and conditions.
Creating your own custom Automation
Once you’ll click on the ‘Create a new one from scratch’ button on the right side, a node map will open, allowing you to add actions, conditions and filters.
Each node is one value and they can be added one after another. You start off with selecting when should the automation occur, e.g. when someone opens your site for the first time, returns to it after a while or when you’re not responding to a chat.
Once the first trigger is set, you can add the subsequent actions.
After picking an action, filter or condition, a small setup window for it will appear, allowing you to type in the message, set the time or just pick the value.
Once you’ll add all the needed nodes, remember to save the automation.
The node will send a message to the visitor. You can select the communication channel (chat, email, Messenger) or let the chat pick it automatically, based on the source of the message.
The node allows you to set after what time should the Automation trigger itself on. The time span can be set to seconds, minutes, hours or days.
Adding a filtering node allows you to handpick to whom should the action occur, let it be a name, country, gender or even the OS they’re using. This enables you to set up targeted messages with e.g. promotion codes for the chosen visitors.
Once you’ll pick a filter, you can set the value and choose if it should include, exclude, contain or not contain it.
A condition is used when you want to apply a filter in two ways (based on a yes/no question), so e.g. if you have 2 separate promotion codes for your homeland and the rest of the world - you can send them simultaneously using one automation.
Once you’ll add a condition and set the value, the tree will expand to two paths: Yes and No. This allows you to apply two separate actions in one Automation, based on a selected filter. It best works if you want to send two separate messages for e.g. weekdays and weekends or locals and foreigners. Once you’ll set a condition, you can add an action in the tree by clicking on the + button below it.
The main difference between Filters and Conditions is that in the first one you can only target one group of people. Conditions allows you to set a filter for two groups of visitors: the ones that fulfil the condition and the ones that don’t.
Managing or deleting an existing Automation
If you already have added some Automations, they will show up on the left side of the section. By clicking on one of them, you’ll see the stats screen, which allows you to trace its performance or edit it.
By pressing on ‘Click here to edit’ you can open the node map again and modify the values or add more to it.
On the right side, there’s a delete button, that will deactivate and remove the Automation. Remember that it cannot be undone!
What if an Automation isn’t showing up?
If the newly added Automation doesn’t show up, you may need to clear the cache in your browser or open your site using a new private/incognito window. This is caused by the fact, that some of the data is saved in the cache and that the Automation is sent once per session.
The best way to test any changes is to use a private/incognito window. It always opens a new session and will display the current state of the the website.
You can also clear the cache in your browser and refresh the page - this will also force the changes to appear on your site. For more info on how to wipe it, please check this site.
If you have any questions regarding Automation, simply ask via chat or write us at firstname.lastname@example.org