Tracking Abandoned Calendar Meetings

Insent helps you engage and convert your visitors through personalized conversational chat experiences. Often visitors arriving on your website might interact with the Insent widget and schedule an appointment with your Sales team through the calendar shared in a conversation.

Does this sound familiar?

A prospect arrives on your website 💻

They engage with Insent on your website and learn more about your offerings through the conversation flow💫

Your segmentation rules qualify the visitor ✅ or they are proactively interested in meeting with your team 💬

The visitor drops off just before scheduling a meeting ❓

Often there is limited visibility on which visitor has dropped off before booking a meeting and the reason behind it.

So should you mark another high-quality lead as closed-lost? Not quite.

Insent enables you to track visitors who abandon the calendar booking step and target them through personalized conversation flows during their subsequent visit.

Insent empowers you to configure workflows in Salesforce and HubSpot based on Insent and dynamic fields to notify your team members when a high-value prospect abandons a calendar meeting.    

How does tracking Abandoned meetings help your organization?

  • Connect with high intent prospects who might have dropped off before scheduling an appointment with your team by sending out a personalized email.
  • Improve visibility of your Sales team by sending them an email notification (configuration required) whenever a visitor abandons a calendar scheduling step.
  • Setup conditional redirects to prioritize returning visitors who abandoned the calendar booking step.
  • Trigger workflows in HubSpot or Salesforce to send out emails to known prospects who might have abandoned the meeting scheduling step.

Redirect returning visitors based on calendar-booking status

You can redirect returning visitors to specific paths based on whether they booked, canceled, or abandoned a meeting booking step through a combination of dynamic fields and Insent fields.

Note: Conditional redirects can be set up to nudge returning visitors to schedule a meeting or proactively be connected with an expert from your team in their subsequent visit.

You can direct visitors who booked or canceled meetings to a specific path by including a ‘redirect to path' step with conditions based on the ‘Calendar meeting’ field. Please refer to the dynamic fields in conversations documentation to learn more about leveraging dynamic fields to redirect visitors.

Redirecting a visitor to a specific path based on their meeting status

Steps to setup a conditional redirect based on calendar-booking status

  1. Go to an existing conversation where you would like to set up a conditional redirect based on calendar-booking status.
  2. Include a ‘Book a meeting’ step in the conversation flow.
  3. Setup paths that should be triggered for returning visitors that booked a meeting or canceled a meeting.
  4. Setup ‘Go to path’ steps in the conversation that should redirect the visitor to the ‘Meeting Booked’ and Meeting Canceled' path based on 'Calendar meeting' dynamic field values.
    1. Setup ‘Calendar meeting' is ‘Booked’ for the 'Meeting booked’ path

b. Setup ‘Calendar meeting’ is ‘Canceled’ for the ‘Meeting canceled’ path

5. Position the conditional redirects at the beginning of the conversation flow to redirect returning visitors based on calendar-booking status. You can configure the ‘Go to path’ steps to best suit your requirements.

Set up a conditional redirect for visitors who abandoned a calendar booking

  1. Go to an existing conversation where you would like to set up a conditional redirect based on calendar-booking status.
  2. Include a ‘Book a meeting’ step in the conversation flow.
  3. In the step before the ‘Book a meeting', insert a value to an insent field to signify that a calendar has been shown to the visitor. This Insent field should be mapped to a custom field in HubSpot or Salesforce to run workflows based on Abandoned meetings.
  4. Setup paths that should be triggered for returning visitors that have neither booked nor canceled a meeting but have been shown the calendar step.

5. Position the conditional redirect at the beginning of the conversation flow to guide returning visitors who dropped off before scheduling a meeting. 

Workflow to Track Abandoned Meetings in SalesforcePre-requisites for setting up this workflow

  • Insent-Salesforce integration is successfully setup
  • You have access to configure Salesforce Workflow Rules
  • 'Calendar meeting' dynamic field is mapped to a custom Salesforce text field.
  • Custom field capturing 'Calendar Shown' status is created in Insent and mapped to a custom Salesforce text field.

Setup Process - Salesforce workflow for sending automated emails to your team

To set up a Salesforce Workflow to track abandoned meetings navigate to Settings → Setup in your Salesforce instance.

Create a text template that will be sent to agents whenever a meeting is abandoned by a prospect. Navigate to Email TemplateClassic Email templates.

Setup and save a custom Email template (text template). You can use personalization tokens in the email subject and body to send contact information such as first name, company, or email address captured in Salesforce.

Create a workflow from Workflow Rules | New Workflow RulesObject type (choose the Lead/Contact object based on which Salesforce object you are pushing data captured in Insent)

Setup trigger criteria to invoke this workflow when the calendar is shown to the visitor and a meeting has not been booked (Calendar meeting dynamic field value IS NOT ‘booked’)

Next set up a Time-Dependent Trigger ( Add time trigger). Setup the time trigger rule to invoke the meeting abandoned workflow x mins after a lead is created in Salesforce (you can set up other enrollment conditions based on your requirements)

Note: Please ensure adequate buffer time is allocated for the visitor to interact with Insent and complete their session.

Finally, associate a Workflow Action with the Time-Dependent Workflow Trigger to send an Email Alert.

Link the Email template with the Email Alert and specify which agents you would like to send this email to. You are ready to save and Activate the Salesforce Meeting Abandonment Workflow.

An automated email will be sent to agents on your team through this workflow, a specific interval after a visitor has abandoned a meeting. This will help your agents to quickly get in touch with these prospects. 

Sample email sent to an agent from Salesforce when a visitor abandons a meeting

You can do more with Salesforce workflows and Insent fields. Please refer to the official Salesforce workflow documentation here to learn more.

Workflow to track Abandoned Meetings in HubSpotPre-requisites for setting up this workflow

  • Insent-HubSpot integration is successfully setup
  • You have access to configure HubSpot Workflow Rules
  • 'Calendar meeting' dynamic field is mapped to a custom HubSpot text field.
  • Custom field capturing 'Calendar Shown' status is created in Insent and mapped to a custom HubSpot text field.

Setup Process - HubSpot workflow for sending automated emails to your team

To set up a HubSpot Workflow to track abandoned meetings log into your HubSpot instance and go to Marketing → Emails. We will first craft an automated email to be sent when a workflow is successful.

Next, select the Create Email option and select ‘Automated email’. You can now select an automated email template of your choice. Customize the email body and subject line to send contact information such as first name, company, or email address captured in HubSpot to your agents to enable outreach.

Next, navigate to the Workflows tab and create a contact-based workflow.

Setup enrollment rules based on your requirements, in the recording we enroll prospects to the workflow for newly created contacts in HubSpot based on when they become a HubSpot contact and if they are updated through Insent (Insent_Updated(true))

Setup a buffer time (Delay for a set amount of time option) before the conditions are evaluated to ensure that all mapped fields have been updated in HubSpot.In the example, we set up a buffer of 1 hour before the conditions are evaluated.

Note: Please ensure adequate buffer time is allocated for the visitor to interact with Insent and complete their session.

Set up an IF/ELSE branch with rules based on Insent fields (Calendar Shown (Custom Insent field) IS ‘shown’ and a Calendar meeting dynamic field value IS NOT ‘booked’)

For the Branch where the Calendar is shown and the meeting is not booked, configure an internal automated email to be sent to agents on your team. You can configure to send the automated email template you set up at the beginning of the exercise.

Finally, Save the workflow and make the workflow active.

An automated email will be sent to agents on your team through this workflow a specific interval after a visitor has abandoned a meeting. This will help your agents to quickly get in touch with these prospects. 

Sample email sent to an agent from HubSpot when a visitor abandons a meeting

You can do more with HubSpot workflows and Insent fields. Please refer to the official HubSpot workflows documentation here to learn more.

Quick Recap

  1. Setup your conversations to cater to visitors based on whether they booked, canceled, or abandoned a meeting.
  2. Leverage Insent fields and dynamic fields values in Salesforce and HubSpot to notify your team members when a visitor abandons a calendar meeting.   
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