N-008.0.2: Inbound Messaging #

This module automates handling inbound messages, such as webchats, to ensure timely and consistent communication with clients. It streamlines the initial response and follow-up process, improving client engagement and support.

How It Works: Surface Level #

When the automation fires:

• It triggers workflows based on inbound message events.
• It sends automated responses to web chat inquiries.
• It routes messages to the appropriate workflows and tags contacts for follow-up.
• It connects with other modules and updates pipelines based on interactions.

Detailed Workflow Steps #

Setup for Automated Communication:

Email/Text Templates:

• 2 Email/Text Templates: Pre-designed templates for initial responses and follow-ups.
• Customization: Edit templates to include specific client details and relevant content.

Workflows:

• Tag Routing -> Inbound Messaging (WF-0.0): Directs tags to appropriate workflows.
• Webchat (WF-1.1): Manages webchat interactions and responses.

Handling Customer Replies:

• Trigger: When a reply is received from an email or text.
• Actions: Routes the contact to the appropriate workflow and tags them for follow-up.

How It Works: Deep & Technical Level #

Setup for Automated Communication:

Email/Text Templates:

• Edit Templates: Navigate to Marketing > Templates. Customize each template with specific details and content.
• SMS Templates: Include business details and opt-out instructions in the first message.
• Email Templates: Customize the primary copy and subject lines, ensuring relevant content.

Workflows:

• Tag Routing -> Inbound Messaging (WF-0.0): Aggregates and manages tags for inbound messages.
• Webchat (WF-1.1): Manages webchat interactions and sends automated responses.

Custom Values and Fields:

• Custom Values: Add associated URLs for thank-you pages and response links.
• Custom Fields: Use fields like message status and follow-up notes to personalize communications.

Tags:

• Webchat: First Entry: Tag is applied when a web chat is initiated, triggering the corresponding workflow.

Customizations:

• Customize Webchat Autoresponse: Ensure the autoresponse for webchats is tailored to your business needs.

By understanding these workflow steps and technical details, you can effectively use the Inbound Messaging module to manage inbound messages, promptly engage clients, and seamlessly integrate with other systems.