Overview of Conversive Buttons

Embedded messaging is a conversational interface or messaging entry point for your business. With embedded messaging, you can get high-intent inbound conversations from everywhere and create a conversation-first experience. Embedded messaging guides prospects throughout the conversation path from everywhere by adding messaging entry points to your emails, web pages, hoardings, pamphlets, and much more. Enable direct and personal conversations when your prospects and customers need you the most, i.e. when they are seeking more information, making up their minds, and evaluating service providers like you. 

SMS-Magic makes it easy for you to connect with your audience through personalized messaging via their preferred channels, including text messaging, WhatsApp, and Facebook Messenger. Conversive buttons is the very first step towards embedded messaging. Conversive buttons help businesses to deliver value faster by engaging with customers across the phases of attracting, engaging, onboarding, and support.

Companies would be enabled to invite customers to converse with them across websites, SMS & WhatsApp channels. This will help them get started with messaging quickly and get maximum value from it by being reachable to their customers on their favorite messaging channels.

Overview of Conversive Buttons

With embedded messaging, you can get high-intent inbound conversations from everywhere and create a conversation-first experience. Embedded messaging guides prospects throughout the conversation path from everywhere by adding messaging entry point to your emails, web pages, hoardings, pamphlets, and much more. direct and personal conversations when your prospects and customers need you the most – that is when they are seeking more information, making up their minds, and evaluating service providers like you. 

SMS-Magic makes it easy for you to connect with your audience through personalized messaging via their preferred channels, including text messaging, WhatsApp, and Facebook Messenger. Conversive buttons is the very first step towards embedded messaging. Conversive buttons help businesses to deliver value faster by engaging with customers across the phases of attracting, engaging, onboarding, and support.

Companies would be enabled to invite customers to converse with them across websites, SMS & WhatsApp channels. This will help them get started with messaging quickly and get maximum value from it by being reachable to their customers on their favorite messaging channels.

How to Configure Conversive Buttons

To configure conversive buttons follow the steps below:

• Login to the Customer Portal using valid credentials, and the following home page of the Portal will appear:

The conversive buttons option will be available in the ‘Settings’ drop-down list only to the users to whom the relevant license is assigned.

• Click on the ‘Settings’ drop-down as shown in the image below to access the conversive buttons settings section:

• The conversive buttons settings page will appear:

Here you can edit or deactivate the conversion buttons that you might have already created, by clicking on the three dots on the right of each button.

• Click on the ‘Create New’ button and the following page will appear:

The new conversive button creation section is divided into two parts namely, Channel & Related Information and Advanced Settings. The Channel & Related Information section is mandatory, whereas the Advanced Settings section is optional. The Button Preview section on the right gives a preview of the button as per your configuration.

Channels & Related Information section

1. Enter the button name (combination of alphanumeric and special characters) in the ‘Button Name’ field 
2. Select one or more channels that you want to display with the conversive button. You can opt to disable the channels. Once you select the channels, they will appear in the preview section.
3. As per the channels selected, enter the relevant information in channel-specific fields
4. In the case of SMS as the channel, the default Sender ID will be shown. Select the associated visitor countries. We have 1 Sender ID which will be selected as the default Sender ID for all locations and we can add more Sender IDs country-wise. The SMS pre-filled message is nothing but the keyword or phrase that you want your visitors to start a conversation with, for instance, ‘Hi’, ‘Hello’, etc.
5. For WhatsApp, there is no associated visitor countries selection option. The WhatsApp pre-filled message is nothing but the first keyword that you use to start your conversation, for instance, ‘Hi’, ‘Hello’, etc.
6. Enter a greeting message that you want to be displayed to the user with the conversive button
7. Under the ‘Publish Your Button’ section, enter the domain for the embedded script. The domain is nothing but the website where conversive buttons will be hosted. If the main domain URL is added, sub-domains will be covered under it, and the button script can be embedded into sub-domain page URLs.
8. The ‘Display’ drop-down indicates on what all devices the conversive button will be displayed, for instance, Desktop, Mobile, or Desktop and Mobile.
9. After entering details in all fields, click on the ‘Generate Script’ button. Once the script gets generated, the user needs to copy and paste it into the codebase
   (HTML file like index.html). With this, the conversive buttons will be enabled at the location where the script was added to the codebase.

Advanced Settings section

Advanced Settings is an optional section, where the user can configure the button appearance, view, image, font color, brand color, size, and position.

• Click on the ‘Save’ button to save and create the conversive button.

Follow the steps below to embed conversive buttons:

All the buttons that you create will appear on the home page, as shown below:

• You can edit, deactivate/activate the conversive buttons that you create. Once the button configuration details are edited, the changes will reflect on the website within a minute or so. Also, once you deactivate a button, it will not be visible on the website.

Note: The changes you make will be reflected within the same script, so there is no need to replace the script.

Once the conversive button is created, users will be able to see it on their Mobile, Dekstop, or Desktop and Mobile.

Once you select the channel, let’s say SMS, you will get an option to send a message or scan the QR code to begin the conversation on the selected channel, as shown in the image below:

If you select WhatsApp channel, you get an option to use WhatsApp Web or scan the QR code to begin your conversation.

Embedded messaging is a conversational interface or messaging entry point for your business and conversion buttons is the first step in receiving and responding to enquiries.

While creating the conversive buttons, businesses can select the channels that they want their visitors to see on their business website and tag numbers to these channels. Once the business embeds the script into their website pages, the conversive buttons appear the website, as shown in the image below:

Receiving Enquiries

Consumers/visitors scan the QR code to initiate an enquiry

When a visitor lands on the business website, they will be shown the channel buttons (SMS, Website, Web Chat in this case). Visitors then need to click on the specific channel button to scan the QR code. If the visitors are opening it from their mobile device, it would directly open the SMS or WhatsApp application and pre-populate a text that they will have to send to initiate the conversation.

• Click on the WhatsApp button to receive the QR code which needs to be scanned from the mobile device, as shown in the image below:

• Click on the SMS button to receive the QR code which needs to be scanned from the mobile device, as shown in the image below:

• To initiate a conversation over a Web Chat, click on the Web Chat button and they will receive a welcome message, as shown below:

Note: The conversational flow is designed in the SMS Magic context and can be customised as per the business requirements.

• A green dot, indicating a visitor’s activity status, appears in real-time on Converse Desk during bot-enabled conversations initiated by the visitor.

• Once the visitor selects the appropriate option and answers a few questions, the Bot captures some basic information about the lead, as shown in the image below:

• Businesses can capture this information and also add it to the nurture campaigns. The user has to then select a product to proceed:

• Once a product is selected, the FAQ Bot will come into picture. This is the point where the visitor can initiate their conversation / ask queries.

Consumers/visitors request to ‘talk to a human agent’

Consumers/visitors can also request to talk to a human agent to better clarify their doubts.

Here, as you can see, you can simply send a message ‘I want to talk to agent’ to initiate a conversation with a live agent.

As you can see, you will get a ‘Handoff Requested’ notification in the inbox

Responding to Enquiries

Business users view the messages received and identify agent responses VS bot responses

Once the visitor initiates a conversation by selecting a product and asking a query, the Bot will respond with the pre-configured answers, as shown in the image below:

While the conversation continues on the Web Chat, the business users can see the messages that are synced in the business CRM, as shown in the image below:

If you open a particular chat thread, you will be able to see the messages received and the responses sent, as shown in the image below:

With this, the business users can always remain in sync with the communication history of each contact. They can also identify the responses that are sent by the human agent and those sent by the Bot.

Upon receiving a new message, the system searches for matching email IDs or phone numbers within the CRM. It then associates the conversation with the correct customer record. In cases of multiple record matches, the conversation is linked with the most recently updated record.

Business users take over conversations from a Bot when needed

Business users can take over the conversation from a Bot when needed by disabling the Bot and directly connect with the agents to respond to the queries. When the agent turns off the Bot, the visitor can directly interact with a human agent and ask their query.

Business agents respond to enquiries

The message will be received in the Converse Desk Inbox. The agents can simply respond as shown below:

As you can see above, the business user will get the response given by the human agent