Visitor Activity as Transactional Messages
Insent enables your agents to engage with visitors in live chat through the Insent Inbox and your daily business communication tools - Slack and MS Teams.
Live chat with prospects might stretch over the span of a few minutes, and your sales team might not have the full visibility of whether the visitors have seen their messages. It’s hard to know if the visitor is inactive or has left the page. And often, website visitors might return and seek to continue a conversation.
At these points, it becomes imperative that your sales team is kept in the loop.
Visitor activity such as a visitor going offline or returning to your website will now be shared as transactional messages in the Inbox and Slack threads.
Benefits of sharing visitor activity as transactional messages
- Your Agents will have clear visibility of when prospects are online and when they have left the conversation.
- The agent who previously engaged in chat with the visitor is notified by Insent whenever a prospect they connected with comes back online.
- Receive updates based on visitor activity only for active conversations (chats marked ‘Open’)
When are your agents notified?
When a live chat session is underway, many things could happen that leave your agents hanging and affect their productivity:
- The visitor an agent is chatting with might go offline, and the agent might still be attempting to continue the conversation with them.
- A visitor that an agent connected with previously might return to the website and might be looking to continue the conversation.
And more.
Insent sends out transactional notifications to your agents in the same Inbox thread for ‘Open’ conversations. This helps your agents build a deeper understanding of visitor activity and gives them a clear picture of whether a prospect they have been chatting with is still around.
When a high-priority prospect returns to your website and continues engaging with your website offerings, your agents will now be in a position to engage proactively and close important deals.
Note: Visitor activity notifications are built-in and require no additional configuration.
Visitor activity as transactional messages in Inbox
Your agents can engage with visitors and prospects through live chat in Insent Inbox.
Insent sends notifications about the visitor activity in the same Inbox thread as an inline notification that only your agents can see. Agents involved in the conversation will be alerted based on changes in the visitor activity status.
Note: Agents will not receive alerts in the Inbox thread as inline messages about visitor activity if the conversation is not marked ‘Open’.
A notification is sent in an Inbox thread when a visitor goes offline.
When a visitor who previously interacted with your team comes back online, Insent alerts the agents who previously engaged with the visitor and makes them aware of the returning visitor to help prioritize the visitor request.
A notification is sent in an Inbox thread when a visitor comes back online.
Visitor activity as transactional messages in Slack
Your agents can engage with visitors and prospects through live chat through the configured Slack channels where visitor connection requests are routed.
Insent sends notifications about the visitor activity in the same Slack thread that only your agents can see. Agents involved in the conversation will be alerted based on changes in the visitor activity status.
Note: Agents will not receive alerts in the Slack thread about visitor activity if the conversation is not marked ‘Open’.
A notification is sent in the same Slack thread when a visitor goes offline.
When a visitor who previously interacted with your team comes back online, Insent alerts the agents who previously engaged with the visitor and makes them aware of the returning visitor to help prioritize the visitor request.
A notification sent in the Slack thread when a visitor comes back online.
Quick Recap
- Insent helps ramp up your agent productivity through improved visibility of your visitor activity.
- Insent notifies the right agents when a visitor goes offline or comes back online. This helps ensure your agents are not left hanging and can prioritize other prospects.
- Notifications based on visitor activity are built-in, and no additional configurations.