Webchat (SMS)
Overview
This tool provides a way for prospects and customers to fill out a webchat form, which sends a message into your CRM account, and creates an sms conversation.
All the functionality of your basic CRM webchat widget was recreated inside our advanced webchat Conversion Tool™, including:
Triggering workflows from new “webchat replies”
Robust activity logs in contact records for attribution tracking.
Use Cases
Lead capture on websites and funnels
Customer support via SMS communication
Direct contact between a prospect or customer and your CRM account
Trigger SMS communication automation using workflows to nurture leads
Configure Webchat Tool
Step 1: Open Tool
Navigate to your widget management area in your CRM software and open the Webchat tool.
Step 2: Set Tool Titles
Title: Set the name of the Webchat tool that will be displayed on the initial widget view.
Panel Title: Define the text that appears at the top of the Webchat tool once it's activated by a visitor.
Step 3: Configure Tool Visibility
In the Tool Visibility section, specify when the Webchat tool should be visible based on your office hours found in the widget settings.
Step 4: Select Default Country
Choosing the default country will change the "Country Code" when the prospect or customer enters their phone number into the Webchat form.
IMPORTANT: If you do not select the correct default county, the prospect or customer can still change the country code manually, but the success rate drops due to potential human error.
Step 5: Select Location
You will only have a single location to choose from. That location will match your current CRM account name. Open the dropdown and select that location to continue.
Step 6: Show/Hide Address
If you do not want to show your company's address, or if you use a PO Box and feel like showing that is unprofessional, you can always hide the address from view by toggling the "Hide Address" into the "ON" position.
Step 7: Customize Form
Initial Message
When someone opens the Webchat tool, you want to greet them and make sure they fill out and submit the form. Here you have the opportunity to say whatever you want to help get this individual to convert and become a new lead.
Legal Message
This message informs whoever is filling out the form about legal implications after submitting, such as SMS fees or privacy notifications. This is completely customizable.
Display Email Field
If you want to collect the email of your prospect or customer, you can add and email field to the webchat form. Collecting the email helps a lot when matching current customers to contact records inside your CRM.
Acknowledgment Greeting
This greeting is the small line of text that represents the header of the "success" message.
Acknowledgment Message
This is the body message of the "success" message where you can enter more information for your website visitor or customer after they submit the Webchat form.
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