Dynamic Fields in Conversation Steps

Dynamic Fields in Insent enable your organization to target visitors based on visitor activity data captured in real-time. Control how your visitors experience a conversation by guiding them through specific flows. You can redirect visitors to specific conversational paths based on dynamic field values.

You can find a list of dynamic Insent fields in the appendix section of the Dynamic Fields in Audience article.

This is the second article in a two-part series on dynamic fields in Insent. This article discusses how you can set up rules based on dynamic fields in the conversation builder.

Dynamic Fields in Audience
Dynamic Fields in Conversation

Benefits of Dynamic Fields in the Conversation Builder

Use real-time website activity to power audience targeting in Insent.
Setup conversation flows based on engagement metrics such as time spent, page visits, connection requests initiated, or meetings booked through the Insent widget.
Target a specific segment of your audience within a conversation by setting up rules that evaluate based on the Device, Operating System, or Geography.
Setup conditions to personalize conversation flows for visitors from different geographical locations based on their city, region, or country information.
Enrich your lead profiles in your MAP and CRM platforms with the most recent visitor activity data on your website through field mapping.

Reading and Writing Dynamic Fields to your Integrations

Insent captures dynamic fields based on real-time visitor activity on your website.

Writing dynamic fields: Insent writes dynamic field values to your Integrations based on the field mapping configurations.

Reading dynamic fields: Insent does not read back dynamic field values from your MAP or CRM to personalize your visitor experiences in the Conversation builder. Insent uses data stored in Dynamic Insent fields to personalize experiences for your visitors.

Show a step to a visitor based on a Dynamic Field value

You can set up conditions based on dynamic fields for all steps in the conversation builder. To set up a condition, click on the options (ellipsis) icon and select the ‘Conditions’ option.

Setup Conditional Rules based on Dynamic Field values

Locate the step where you would like to add Conditions based on dynamic fields.

Next, choose how you would like the Condition step to be evaluated for the configured rules:
- Matching ALL of the configured rules - Setup ‘Matching all of these rules’ option.
- Matching AT LEAST ONE of the configured rules - Setup 'Any of these rules’ option

Choose dynamic fields that you would like to use from the Insent fields drop-down list.

You can add rules based on multiple Insent and dynamic field values through the ‘Add rule’ option.

Save and enable the conversation to begin using dynamic fields in conditions.
The step will be triggered based on the Conditions configured.

Example: Returning visitors who have spent more than 30s per session on the website and have made more than 3 conversation requests will be shown a Book a meeting step.

Note: You can set up workflows in your MAP or CRM to trigger based on dynamic field values.

Redirect to a path based on a Dynamic Field value

You can redirect the flow of a conversation based on dynamic field values to guide highly engaged prospects through personalized chat flows.

To Redirect to a path based on dynamic field values, add rules based on dynamic field values to a ‘Redirect Buttons’ or ‘Go to path’ step.

Trigger a Redirect Buttons step based on Dynamic Fields in Conditions

Add a ‘Redirect Buttons’ step, and add the 'Conditions' option to it.

Next, choose how you would like the Condition step to be evaluated for the configured rules:
- Matching ALL of the configured rules - Setup ‘Matching all of these rules’ option.
- Matching AT LEAST ONE of the configured rules - Setup 'Any of these rules’ option

Choose dynamic field values that should be evaluated in the Condition rule from the Insent fields drop-down list.

Save the conversation.
The ‘Redirect Buttons’ step will be triggered based on the Conditions configured.

Example: Enable customers to receive priority support with the team based on how long they have spent on the website and the number of attempts to connect with the team.

Trigger a Go to Path Step based on Dynamic Fields in Conditions

Add a new ‘Go to Path’ step, and add the Conditions option to it.

Next, choose how you would like the Condition step to be evaluated for the configured rules:
- Matching ALL of the configured rules - Setup ‘Matching all of these rules’ option.
- Matching AT LEAST ONE of the configured rules - Setup 'Any of these rules’ option

Choose dynamic field values that should be evaluated in the condition rule from the Insent fields drop-down list. You can also add Insent fields to be evaluated in the condition rule.

Save the conversation.
The ‘Go to Path’ step will be triggered based on the configured Condition rules.

Example: Redirect visitors who have canceled an appointment to a specific path and put them in touch with your SDRs as soon as they are active on your website and engaging with Insent.

Personalize experiences for your website visitors

Here are a few suggestions on how you can personalize experiences for your visitors based on whether they are new or returning visitors.

Personalization type	Dynamic Field	Recommendation based on visit type	Example	Application
The visitor’s location (Based on Visitor IP information)	Visit city Visit region Visit country	New and Returning visitors	Visit city is Mountain View Visit region is California Visit country in United States of America, Canada (Dropdown)	Show personalized messages based on visit geography.
Current webpage URL viewed by the visitor	Visit URL	New and Returning visitors	Visit URL contains pricing	Show a custom greeting message based on pages viewed by a visitor. Setup multiple greeting messages with the Visit URL condition to show different greeting messages across multiple pages where the conversation is active.
Based on Marketing Campaign information (UTM information)	Utm Campaign Utm Source Utm Medium Utm Term Utm Content	New and Returning visitors	Utm Campaign is marketing-campaign Utm Source is email	Route conversations or schedule appointments for specific agents or teams based on the UTM tracking information.
Based on number of attempts made to connect to a human agent	Number of conversation requests	New and Returning visitors	Number of conversation requests greater than 3	Set up escalations when a visitor has made more than a specific number of conversation requests.
Device and Operating System (Insent detects all major Devices and Operating systems)	Device Device OS	New and Returning visitors	Device is desktop Device OS is Mac OS X	Cater to your visitors based on device or Operating system.
Meeting status (Has a visitor has booked/canceled a meeting?)	Calendar meeting	Returning visitors	Calendar meeting is Booked Calendar meeting is Canceled	Proactively alert agents when a visitor who canceled a meeting arrives on the website. Educate visitors about your offering by redirecting them to specific paths on their subsequent visit.
Engagement with Insent widget	Engaged with bot	Returning visitors	Engaged with bot is False	Initiate a human first conversation when a returning visitor arrives who has not engaged with the bot.
Average time spent on the website (Measured in seconds)	Average timespent per session	Returning visitors	Average timespent per session greater than 50	Alert agents or show a book a meeting step when returning visitors spent time beyond a threshold value.

To learn more about dynamic fields in Insent, please refer to the appendix section of the dynamic fields in audience article.. It captures the data type and description of all existing dynamic fields.

Please ensure that custom fields with the right data types are mapped with dynamic fields for tracking all visitor activity data in your MAP and CRM.