This article is here to guide you through the necessary steps for the rapid deployment of iAdvize, in an emergency context. The strategy that you will install, restricted to chat, very open and fairly minimal, will allow you to answer very quickly to a maximum of visitors. However, iAdvize can help you build very sophisticated conversational strategies, something you will still be able to do later.
To execute the actions described below, you need to have an iAdvize account with an admin role.
1. Install the iAdvize tag on your site
A simple tag is enough to install iAdvize on your whole website. It is specific to your website and your project.
You'll find it in the iAdvize Administration, by clicking on your avatar and in the menu "Project": click on "code to insert". You can install the tag manually on all the pages of your website (otherwise you might lose your visitor during their navigation), ideally, as close as possible to the </body> markup, or even better, use a tag management system such as Google Tag Manager.
Conversion and confidentiality tags also exist, but the main iAdvize tag is the only one necessary for iAdvize to function properly.
More information on the tag on this article.
2. Personalise a notification and your iAdvize Messenger
The notifications will appear on your website to engage your visitors to chat, and the Messenger (also called chatbox) is the interface thrhough which your visitor can chat with your agents. We recommend that you personalise those two elements to offer your visitors a conversational experience that is coherent with the rest of your website.
To do that, in the iAdvize administration, go to the "Engagement" section, "Notification & chatbox" tab. In the window that opens, click on "try the new notifications". You can enter your URL to pre-visualise your website.
Use the different elements of the menu to set the look of your notification: template, avatar, color, size, position, etc.
For each step, you can visualise your notification on mobile and on desktop.
Save your notification (for example, name it "welcome visitors notification 1" - if the interface suggests that you replace an existing notification, skip this step by clicking on "ignore".
More information on notifications here.
The interface suggests that you create your chatbox (also called iAdvize Messenger) the same way.
Proceed exactly as you did with the notification, with one extra step: the envelope-shaped icon allows you to set your email notification parameters, in order to reach out to your visitors in case they left your website before getting an answer for your agents. You must put in the name of your company, your company logo, and the URL of your website.
Save: you now have all the necessary visual elements to engage your visitors!
More information about your Messenger in this article.
3. Create your user accounts
In the "team" section, "Management" tab, click on the green +.
Select the "Agent" role for your user. Fill in the information that only your team will see, such as their first and last name, email address, and the passwords that you will communicate to them.
The "communication" part defines how your user will interact with visitors: pseudonym, avatar, and communication channel.
Select only the chat, and give them between 2 and 3 conversations to handle simultaneously.
In the "expertise" section, select the project (= your site) to allow your agent to chat on it.
In the "localisation" section, select their mother tongue as the main language, and the right time zone, then save.
Repeat as many times as you need agents. We advise against sharing the same account between users ; you can create as many accounts as you need.
More details on user accounts in this article.
4. Create your engagement strategy
4.1 Your campaign
In the "Engagement" section, "Campaign" tab, click on "create an engagement campaign"
Name your campaign, for example, "welcome all visitors", then choose the channel "website messaging" (it concerns both desktop and mobile versions of your site), then click on "save".
More details on campaigns in this article
4.2 Provide an objective
In this emergency installation, we recommend that you select "define a satisfaction goal", then click on "save".
4.3 Choose your targeting method
Choose the only method currently available: "customized targeting", then click on "save".
4.4 Create your targeting rule
Click on "create a rule", then name your rule (example: "welcome all visitors + 10 s), in the menu "Add a condition", in the "Time" category, select "browsing time spent on the site", then "greater than", then 10. Click on "add".
> This simple rule allows you to offer chat to all of your visitors after they spend more than 10 seconds on your site
Then, select the notification displayed to your visitor: select "welcome visitors notification 1" that you just created and select the "chat" channel.
You can pre-visualise it automatically. Save.
Then, as you may notice from the interface, you need to route all your conversations!
More details on engagement rules in this article
5. Distribute your conversations
5.1 Begin with your routing group
In the "Engagement" section, "distribution" tab, select "routing group" in the drop menu, then click on the green +. Create a group, for example, "response team"
Then in the window below, select "roles", then "matches one of the values", then "agent", "manager" and "administrator", as per the gif below.
Save your choice (grey button), then save your group (green button).
More details on distribution in this article.
5.2 Create a routing rule
In the "Engagement" section, "Distribution" tab, click on the green +, write the name of your new rule (for example, "to response team").
Then, click on "add a targeting rule": select the rule you've just created, here: "welcome all visitors - 10 s"
At the following step, leave "Cascade mode",
then, in "add a routing group", pick your newly created group: "answer team".
In "Choose a value", in the "conversation queue" column, write 3 (you'll be able to change that later)
More details on distribution in this article
6. Take action!
6.1 Publish your campaign
Go back to the "Engagement" section, "Campaign" tab. Click on the pencil on the right side of your campaign, then publish it.
iAdvize is now deployed on your site! Nevertheless, for notifications to appear on your site and for conversations to take place, you need to have agents logged in and available on iAdvize: in the present case, iAdvize only engages your visitors if agents can answer them!
6.2 Help your teams
After giving them their ID and password, accompany your agents on iAdvize; show them how to switch their status to available, since your notifications will be displayed, and your visitors engaged, only if your agents are available to chat.
We strongly recommend that they take a training to use their conversation panel by having them watch our webinar "Discover your iAdvize conversation desk" on iAdvize Academy, accessible directly from their conversation panel. They will discover all the features available on their panel in half an hour in our webinar, and the chat best practices in the course "the art of chatting". Watching those contents will take them less than an hour.
6.3 Improve your knowledge of iAdvize
You have just deployed a simple, yet very efficient strategy. Congratulations!
But iAdvize holds many other possibilities. You can find out more about them on iAdvize Academy, thanks to a webinar dedicated to administrators and managers, and to many e-learning courses that will tell you everything about your key performance indicators, commercial performance, customer satisfaction, productivity, as well as features such as our bot builder.
More details on iAdvize Academy in this article.