How do I set up Conversations?

Important notice: Conversations feature

Please note: From now on, it is no longer possible to purchase the Conversations feature as a new add-on within MailBlue. Existing customers currently using Conversations can continue to use the feature as usual.


Conversations is a feature within our software that expands the platform's reach beyond the current capabilities of email and SMS. This add-on allows you to manage your chat messages and incoming emails in one inbox. By combining these interactions, faster, more targeted, and personalised messaging is possible to your leads and customers.

In this article:

 

Configuring Conversations


The number of 'seats' you purchase determines the cost of the add-on. This is an additional purchase on top of the costs for your MailBlue subscription.

Please note that only users assigned a seat will have access to use the Conversations add-on. You can add or remove seats for users as needed.

After purchasing seats, you will be guided to the first step of configuring Conversations. You can also go through the settings by clicking on 'Conversations' in the left menu and then selecting 'Conversation settings'.

 

1. To start, toggle all notifications on under general to allow notifications. This ensures you can receive desktop notifications. When this is set to 'ON', you will receive a notification on your desktop every time a new message comes in from a visitor on your site. To receive notifications, Conversations must be open in a tab in your browser. You can disable receiving these notifications at any time if desired.

 

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2. Enable 'Webchat' under 'Channels'.

 

3. Click on the 'Roles' tab and select who will use the Conversations add-on. You can choose whether your entire team has access or you can initially limit access to yourself. There is a limit of 20 seats to be purchased; if you have more than 20 users in your account, the last added 20 users will have access.


Configuring the Chat widget

In this section, you can configure the chatbox. You can customise the appearance of the widget to match your company's branding. During the trial period, it is not possible to adjust the ActiveCampaign branding of the chat widget. Once you purchase seats, you will have the option to disable the ActiveCampaign branding. You can adjust these features under the 'Channels' tab.

1. Type your company name or welcome message in the 'Header' field. This will be visible at the top of the chat widget when a visitor opens it on your site. For example, you can write 'Chat with us' here.
2. Type a brief description in the 'Description' field, which will be visible just below the header you provided. This is optional. For instance, you could also write: 'How can I assist you?'.
3. Paste the URL of the company logo you have online under the 'Logo' section.
4. In the 'Brand colour' section, select the colour using your cursor or enter the hex code of the colour you wish to use for the chat widget.
5. Under the 'Chat position' section, select whether you want to display the chat widget on the left or right side of your website.
6. Click on 'Next: Automatic reply' to proceed to the auto-reply and email configuration.

Configuring auto-reply messages, email form, and follow-up notifications

In this section, you can set up automatic notifications, add an email form within the chat widget, and send a follow-up message in the chat. First, go to the 'chatbot automation' section for these settings.


Auto-reply message
The auto-reply message will appear in the chat widget once the visitor submits a chat message. This is enabled by default within the account. You can disable this at any time by turning off the 'Enable Conversations' toggle in your conversation settings under the 'General' tab. Type in the automatic response that you want visitors to see directly in the widget.

You can consider the automatic reply as a way to collect information from your visitors to follow up on when you are not able to respond to their message immediately. With the automatic reply, no visitor will be left with their question unanswered if you are unable to interact with them immediately.

Email form
The email form will appear in the chat widget after the automatic reply has appeared. This feature is also enabled by default, and you can turn it off at any time through the conversation settings using the toggle. You cannot customise this form where contacts leave their email address.

When a visitor fills in their email address, they will also be created as a contact in your MailBlue account. From here, you can add them to automations where you can add tags, notes, tasks, and deals. If an email address is already known in your account, a duplicate contact will not be created. Note: the email addresses collected through this chat form do not count as subscriptions since the contacts have not explicitly indicated that they want to receive marketing messages from you. If you want to invite a visitor to subscribe to a list to receive marketing messages, you can add a link to this form in your follow-up chat message (see explanation below) or you can send them an email from your own mail provider with the link to the form.

Follow-up message
The follow-up message will appear in the chat widget after a visitor fills in the email form. This feature is also enabled by default and can be disabled at any time by turning off the toggle in your conversation settings.

To personalise the message, you can type in your desired text. You can use this follow-up message, for example, to invite visitors to subscribe to your list by sharing a link to your subscription form. You can also add links to a help section with articles and/or the FAQ (frequently asked questions) on your website.

Once you are satisfied with the configuration on this page, click on 'Next: Installation Code'.


Installing the chat widget on your website

To display the chat widget on your site, you need to whitelist your domain(s) and install the widget code on your website.

Whitelisting the domain

Every domain and/or subdomain where you want the widget to be displayed needs to be whitelisted. By adding these domains, site tracking is also immediately enabled. If you do not whitelist a domain, the widget will not be displayed (even if you have installed the code on your site).

To whitelist your domain, enter the website URL and then click 'Add'. The entered domain names will then appear in the box above:

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You can choose to add the following to the trusted list:

1. All website pages: If you check this checkbox, all pages on the URL you enter will display the Conversations chat widget. This will not include subdomains, which need to be added separately to the whitelist. For example, if you add 'mysite.com' to the trusted list, all pages containing 'mysite.com' will display the chat widget. If you also have a subdomain, 'help.mysite.com', you need to add this as a separate website URL.

2. Only on this page: If you do not check the checkbox for 'Include all website pages', only the URL you enter will display the chat widget. You can add as many URLs as you want.

3. Wildcard URLs: A wildcard URL uses the * symbol to indicate that 'any page with this path' can display the chat widget. For example, if you add 'mysite/about/*' to the trusted list, the chat will be visible on all pages starting with 'mysite.com/about/'. You can also place domains on the list with a wildcard in the middle of the URL. For example, you could add 'mysite.com/*/test.com' to the whitelist.

 

Chat widget code

The code in the box under 'Tracking code' contains JavaScript and should be added to the footer of your website. If you currently have a tracking code installed, you need to replace it with the widget code on all pages where you want it to appear. This new code will also track every website visit with site tracking. You can copy and paste the tracking code into the footer of your site. If you have WordPress, you can use the ActiveCampaign plugin. Go to the ActiveCampaign plugin on your WordPress site and upgrade to the current version (7.1) to be able to add the chat widget to your site. This plugin allows you to easily add forms, track page visits, and add the Conversations chat widget to your site.

Once you have completed this, click on the 'Next: Testing and Launching' button.

 

Test and launch the Conversations chat widget

On the final page, you will have the opportunity to preview and test the chat widget on the domains you have placed on the trusted list by clicking on the links. You can also view incoming messages in your Conversations Inbox in MailBlue. Once you are ready to receive incoming chat messages, click on the 'Launch Conversations' button.

 

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