Proactive Messaging

Proactive Web Chats

Talkdesk’s proactive messaging feature enables admins to configure contextual proactive messages to support customers and engage them in a conversation. These messages can be triggered based on visitor attributes such as Current Page URL or, Time Spent on Page, as well as HTML events such as On Click or, On Change, on the business’ website.

Setting Up a Proactive Message

  1. Navigate to "Administrative Console", and then "Proactive Messaging".
  1. Click ADD MESSAGE [1].
  1. Enter a name [2] and select your asset name from the drop-down [3].
  2. In order to configure a proactive message, the client admin needs to set the following sections:
  • Onset
  • Construct Your Message
  • Qualifying Trigger
  • Publish Message

Full details can be found here in the Configure a Proactive Message sub-section.

Following publication, the proactive message will be live and listed on the Proactive Messaging screen.

Managing Proactive Messages

Unpublishing a Proactive Message

To Unpublish a proactive message:

  1. Navigate to the "Administrative Console" and "Proactive Messaging".
  1. Click Edit [1] in the "Actions" column of the message you want to unpublish.
  2. In the "Publish Message" section, hit UNPUBLISH CHANGES [2].

A confirmation message appears on the screen and the message status is changed from Live to Draft, and listed on the proactive messaging screen.
The proactive message is available to edit and this can be published as a new message.

Client admins can Edit, Delete, and Search the proactive messages:

Edit a Proactive Message

  1. Navigate to the "Administrative Console" and "Proactive Messaging".
  2. Click Edit [1] in the "Actions" column of the message you want to edit.
  3. Make the required changes and click SAVE AND PUBLISH CHANGES.
    The success message appears on the screen.
    This proactive message will be Live and listed on the proactive messaging screen.

Delete a Proactive Message

  1. Navigate to the "Administrative Console" and "Proactive Messaging".
  2. Click Delete in the actions column of a specific proactive message.
    The success message appears on the screen.

Search for a Proactive Message

  1. Navigate to the "Administrative Console" and "Proactive Messaging".
  2. Enter the name in the search field.
    Based on search criteria the results will be listed on the proactive messaging screen.

Broadcast Messages

Broadcasting messages allows the team manager to broadcast Generic/Custom Messages using custom parameters such as {{custom_param}) to customers.

Configure a Broadcast Message

This feature enables team managers to upload multiple cases in Bulk. This is done by uploading a .csv file (size ≤ 5 MB) through a standard procedure.
The file is validated in the back-end and an email is sent to the team manager in the event of any conflicts or a successful broadcast. The team manager can also monitor the status of the broadcast process from the Track Broadcast Status page.
The uploaded .csv file should have the following headers:

  • Mobile Number (Mandatory)
  • Chat ID (Optional)
  • Custom Params (Ex: Booking ID, Customer Account No. etc.) (Optional)

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Note:

This feature is available only for the SMS channel. The mobile number is mandatory but the Case ID is not. If Case ID is not provided, then the application automatically creates the Case ID in the format: CSXXXXXXXXX.

To broadcast a message:

  1. Navigate to the "Agent Console", "Settings", "Cases" and "Broadcast Messages".
  1. Click Upload Cases [1] to browse and select the .csv file. On successful upload, a confirmation message is displayed.

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Important:

  • This section supports only .csv files with file size ≤ 5 MB.
  • The first row of the file must be the Header Row.
  • The column headers should match the "Alias Name" configured in parameters list.
  • There should be no trailing empty lines at the end of the file.
  • Files can have a maximum of 25 columns.
  • The Agent ID column is mandatory in the .csv file.
  1. Once the file is uploaded, the team manager is directed to select the Mobile Number and Case ID columns in the file. Select the column headers for the uploaded file and click Next to process the uploaded file.

The following checks are performed on the uploaded file:

Mobile Number

  • All values in the Mobile Number column are numbers.
  • The length of Mobile Number is 12 (including the ISD code).
  • There are no Duplicate Numbers in the file.
  • There are no Live Cases for the Mobile Number.

Case ID

  • There are no Duplicate Case IDs in the file.
  • There are no Open Cases in the application with the same Case ID (in the file).
  • Parameters in the columns match the pre-configured parameter list.
  • Do not exceed the maximum of 16 characters.

Parameters

  • Columns in the uploaded file match the configured Parameter List.
  • Parameter Names match the filed/column names defined in the uploaded file.
  • Parameter Names match (Case Sensitivity) the Replaceable Parameter Names.
  • The configured Alias Names match the columns in the uploaded file.

When the file is accepted as not having any errors or conflicts, the following screen is displayed:

  1. In the Broadcast Message Setting screen, select the Long Code (which will be displayed as sender ID).
  2. Compose the message and click SUBMIT to proceed.
  3. Use the toggle button to close the chat immediately after the broadcast. When enabled all the broadcast cases will be closed immediately. A confirmation message is displayed.

Following a broadcast, when the customer replies to the message, a chat is created with the broadcast message and the customer’s replies.
If "Auto Assign to the Last Agent" is chosen or "Auto Assign Cases to Agents" is switched ON the chat lands in the queue/assigned to an agent.

Track a Broadcast Status

This feature enables the team manager to check the status of the bulk uploaded messages file and downloads a detailed report of failed uploads.
The status list displays the following:

  • File Name - Name of the .csv file.
  • Uploaded On - Date and Time of when the file was uploaded.
  • Uploaded By - Name of the member that uploaded the file.
  • Status - Upload status i.e. Completed, Completed with Errors, Failed, and Uploading.
  • Action - Link to Download Report.
    To track a broadcast status:
  1. Click TRACK BROADCAST STATUS in the top-right corner.
  2. Select the Date Range from the calendar for the period during which the bulk messages were uploaded.
  1. Click APPLY followed by SEARCH.

You are presented with the Track Broadcast Status screen listing all Broadcasts falling into the search criteria specified.
Team Managers can filter the files by entering the Name, Updated By, or Status into the search field. They can also view the details of failed uploads by clicking Download Report.