Customer Engagement

Welcome message, cart items received, fallback response, and flow session expired.

Customer Engagement

Customer Engagement keeps your audience interested, involved, and loyal through two-way conversations.

Welcome Message

Greet new users with a message when no keyword is matched.

1

Step 1: Open Welcome Message

Open the Welcome Message option.

Welcome Message option in Customer Engagement

2

Step 2: Enable it

Click the slider to enable it.

3

Step 3: Choose the reply method

Welcome Message configuration: Custom Reply Material or Flow

• Custom Reply Material – Send a message from your custom messages.

• Flows – Choose and send a flow.

Cart Items Received

Acknowledge customers when they share cart items.

1

Step 1: Open Cart Items Received

Select the Cart Items Received option.

Cart Items Received option in Customer Engagement

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Step 2: Enable it

Enable it using the slider.

3

Step 3: Choose how to send the reply

Cart Items Received configuration: Custom Reply Material or Flow

• Custom Reply Material – Use a custom message.

• Flows – Select a flow.

Fallback Response

Send a default reply when no keyword or default action matches.

1

Step 1: Open Fallback Response

Go to the Fallback Response option.

Fallback Response option in Customer Engagement

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Step 2: Enable it

Click the slider to enable it.

3

Step 3: Select one reply option

Fallback Response configuration: Custom Reply Material or Flow

• Custom Reply Material – Send a custom reply.

• Flows – Choose a flow.

Flow Session Expired

Send a follow-up if the user doesn’t reply within 15 minutes in a bot flow.

1

Step 1: Open Flow Session Expired

Open the Flow Session Expired option.

Flow Session Expired option in Customer Engagement

2

Step 2: Enable it

Enable it by clicking the slider.

3

Step 3: Choose the reply method

Flow Session Expired configuration: Custom Reply Material or Flow

• Custom Reply Material – Send a message from custom replies.

• Flows – Choose a flow.