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FAQ - iAdvize’s asynchronous messaging in beta

 
 
iAdvize now offers you a new way to engage with online visitors: asynchronous messaging. The beta version is now available.
 
This article intends to provide a clear overview of the functional scope offered by the first version of our asynchronous chat solution.
 
The following articles will give you more information in this respect:
 

1/ How will asynchronous messaging change the customer conversational experience?

  • Visitors will automatically receive the following message when opening the chat box (customizable content for each beta tester) 

    “👋Hi there! Leave us a message and we'll get back to you as soon as possible. If you don't have a quick reply, come back later, the team typically replies in a few hours!"

 

  • After sending their first message, visitors will receive an invitation to enter their email address. Getting their email address will allow us to notify them as soon as agents respond to their messages if they are no longer browsing on the brand's website.

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  • Visitors will be able to start a conversation at any time but will not necessarily receive an answer in real-time. 
    • If they minimize the chat box and stay on the brand's website, they will see the chat box in a minimized state along with a red dot displaying the number of new messages received in real-time
    • If they leave the brand's website, visitors will get notified via email whenever they receive a new reply from an agent. When they come back to the website, they will see an open chat box with the agent's latest replies
  • In both cases, visitors will be able to continue their conversation whenever they want but won't necessarily receive answers in real-time. 
  • If visitors come back to the brand's website and an agent has closed their conversation in the meantime,  they must be retargeted to start a new conversation. 
  • Visitors will always be able to retrieve their conversation history in the chat box. 
  • Visitors will not be able to make the chat box disappear using the cross icon. The only effect that this icon has is to minimize the chat box on the brand's website. 
 

2/ When will the email notification be sent to visitors? What information will it contain?

Visitors receive an email notification when one of their conversations is snoozed or closed. It contains the agents' replies to the last messages sent by visitors. 
Here are the elements you can find in the email notification:
  • your brand name as sender name
  • your logo
  • the name of the agent who replied to the last messages sent by the visitor
  • the last messages sent by both the visitor and the agent
  • a link which allows the visitor to come back to your brand's website and see an open chat box with the agent's latest replies. If agents end conversations right after sending their last messages, visitors can see a satisfaction survey.
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N.B. Visitors can change their email address at any time or disable the sending of notifications from the chat box settings panel.
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3/ Can we make the conversation history disappear from the chat box?

Yes and no.
  • If visitors are not authenticated and hide their browsing history using the "Hide my history" feature via the chat box settings panel; the history of their previous conversations (and active ones) will no longer be displayed on the chat box.
  • If visitors are not authenticated and clear their cookies, they will be dissociated from their iAdvize ID. Thus, you will need to retarget them to initiate a new conversation (and create a new iAdvize ID) and their previous conversations will no longer be displayed on the chat box.
  • If visitors are authenticated (via an external ID) and hide their browsing history using the "Hide my history" feature via the chat box settings panel; the history of their previous conversations (and active ones) will no longer be displayed on the chat box.
  • If visitors are authenticated (via an external ID) and clear their cookies, they will be dissociated from their iAdvize ID. Thus, you will need to retarget them to initiate a new conversation (and create a new iAdvize ID). When a new conversation opens, if visitors are authenticated (via their external ID), they will find the history of their previous conversations.

 

 
4/ Can we integrate external chatbots or Bot Builders with asynchronous conversations?
Yes
 
Chatbots can engage in conversation with visitors even if agents are not available to respond in real-time in case of conversation transfer. To do this, you must configure the routing rules associated with a chatbot for asynchronous messaging. In such cases, it is good practice to send an automatic message to visitors such as "We are forwarding your request to an agent who usually answers within a few hours" when chatbots escalate their conversation to a human agent. 
 
A chatbot still ends a conversation with a visitor if the latter doesn't reply within 5 minutes after the bot's last message. 
 
Please note that a chatbot cannot snooze a conversation. 
 

5/ Can I still provide instant messaging for some customer paths and switch to asynchronous messaging for other paths?

Yes, you can test asynchronous messaging on your entire website or only on some specific customer paths. 
 

6/ In such cases, how can I configure asynchronous messaging on the iAdvize platform?

During the beta test, the iAdvize teams will directly configure asynchronous messaging using routing rules. 
You will define the maximum number of conversations that can be added to the waiting list of each routing group associated with the routing rules you would like to attribute to asynchronous messaging. 
  • Let's take an example: you associate the PRO PLATE 1 - IT routing rule with the PRO PLATEAU 1 & PRO PLATEAU 2 routing groups. You have chosen the routing in escalation mode. Therefore, conversations will first be distributed to the PRO PLATE 1 group, then if they are saturated, distributed to the PRO PLATE 2 group.
  • If you have chosen 100 as the maximum number of conversations that can be added to the waiting list. 
    • 100 will be the maximum number of conversations which can be added to each routing group: 
      • PRO PLATEAU 1 routing group - 100 conversations
      • PRO PLATEAU 1 routing group - 100 conversations 
 
  • When 100 conversations have been assigned to the PRO PLATEAU 1 group, new conversations will be assigned to the PRO PLATEAU 2 group until we reach 100 new conversations, and then, if this routing rule has reached its maximum number of conversations, new visitors won't be able to engage in conversation. 
 
In conclusion, a routing rule attribute conversations to a distribution group (escalation, equal distribution, etc.). The maximum number of conversations you have selected for the routing rule is applied to each routing group associated with the rule.
 
The iAdvize teams will help you define the most appropriate testing strategy according to your needs and the conversational experience you would like to offer to your visitors. The iAdvize teams will also configure your routing rules and adjust them throughout the beta test to meet your expectations.
 

7/ How will professional agents and ibbü experts receive asynchronous conversations?

Professional agents and ibbü experts receive conversations in push mode whether they are handled in real-time or not. 
A banner will be displayed on the chat box to indicate to agents if they are handling an asynchronous conversation. When clicking on this banner, agents will discover a panel explaining the specificities of asynchronous messaging. 
N.B. We will make changes on this banner by late August. The notion of asynchronous messaging will disappear, and the explanations will only focus on the snooze feature.
 

8/ How will the conversation slots dedicated to asynchronous messaging be displayed on the conversation panel?

Asynchronous conversations are added to availability slots dedicated to chat conversations.
 

9/ Will operators be able to receive both real-time and asynchronous conversations?

Yes, if operators are part of a routing group associated with a routing rule dedicated to instant messaging and also part of a routing group associated with a routing rule dedicated to asynchronous messaging. 

10/ Will conversations sent from visitors which are currently on the brand's website be prioritized?
For this beta version, there will be no distinction between asynchronous and instant messaging. In other words, conversations will be sent to agents in order of arrival. Therefore, conversations coming from visitors currently browsing the brand's website will not be prioritized. 
 
However, you can reduce the maximum number of conversations sent to the waiting list to make sure that only visitors currently browsing the brand's website can engage in conversation. In such cases, be careful not to add an operator to both a routing group dedicated to instant messaging and another dedicated to asynchronous messaging. 

 

11/ How should you handle conversations started by visitors who no longer respond to agents' replies because they have left the brand's website?

An operator can snooze a conversation 5 hours meaning it will disappear from the conversation panel and be sent to the waiting list.
  • If after 5 hours, visitors have not sent a new message → the conversation returns to the waiting list and is ranked according to the end of the snooze period (end of the snooze period activated by the agent + 5 hours). The conversation will only reappear in the conversation panel if agents have handled conversations positioned higher in the waiting list. 
  • If visitors send a new message before the end of the 5-hour snooze period → conversations are added to the waiting list and ranked according to the time when visitors answered. They will only reappear in the conversation panel if agents have handled conversations positioned higher in the waiting list. 
 
N.B.
  • In this beta version, only ibbü experts will be able to retrieve the conversations they have previously handled. This automatic reassignment feature is not yet available for professional agents.
  • The maximum waiting list size applies to new conversations but not to conversations which have been snoozed. In other words, a conversation which has been snoozed can be sent to a waiting list even if the latter has reached its size limit.
  • If need be, each beta tester can ask the iAdvize P&E team to modify the snooze period (i.e. ask for a 1-hour snooze period). N.B. By late August 2019, agents will be able to directly customize the snooze period of each one of their conversations.
 

12/Will operators have access to canned answers? 

Yes, operators and experts have access to the same features when they handle asynchronous conversations.
 

13/ Will it be possible to block a tricky visitor?

Yes, operators have access to the same features when they handle asynchronous conversations. They can block a visitor and then end the conversation.
 

14/ Will agents be able to see the visitor's screen?

Yes, they can do so whenever visitors are browsing the brand's website if the feature is activated on your SID.
 

15/ What happens if visitors don't answer the last message(s) sent by operators? 

If despite repeated attempts to resume the conversation, visitors don't answer, an agent can definitely close the conversation. Only operators can definitely close a conversation as the beta version doesn't offer the possibility to close a conversation automatically. 
 

16/ Which respondent gets paid for a conversation? 

For pro operators:
Remuneration related to asynchronous conversations will always be allocated to the respondent who last exchanged with visitors before they made a purchase.  

i.e 

  • Respondent A <> Visitor
  • Respondent B <> Visitor
  • Transaction
  • Respondent C <> Visitor
  • Closing

=> The purchase is attribuated to respondent B


For ibbü experts:
- Contact based missions
Exactly the same as real-time conversation: at conversation’s end.
If the ibbü expert decide to snooze the conversation, he will not get paid yet as he consider the conversation as in-progress. 
- Transaction commission based missions
Exactly the same as real-time conversation: if the visitor buys on-site.  
17/ How can I track my asynchronous conversations via the administrator's / manager's interface? 
 
A new report to help you drive your asynchronous messaging strategy, the Production report
The report's first version, available in beta, will allow you to track the following indicators in real-time:
- the number of snoozed conversations 
- snoozed conversations segmented by waiting list
- snoozed conversations 
- conversations closed throughout the day
- agents logged in to the platform
Following the beta, these features will gradually be developed for the Production report:
- Active conversations (on the agents' conversation panel)
- A summary of your closed conversations' performance throughout the day
- the performance of agents logged in to the platform
 
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⚠ This is an overview of the Production report's final version / the interface is subject to change. 
 
In the meantime, you can always track your performance using the real-time supervision report.
 
2 new indicators added to the Customer Experience report
We provide you with 2 new indicators to help you manage your asynchronous messaging project in beta:
  • The waiting time: the median time elapsed between the first message sent by the visitor and the first message sent by the agent.
  • The resolution time: the median time elapsed between the first message sent by the visitor and the end of the conversation.

     

Capture_d_e_cran_2019-02-06_a__17.55.07.png ⚠ This is an overview of the Customer Experience Report / the interface is subject to change. 

 

The number of closed conversations in your Conversations report

The Conversations report now displays the number of conversations closed over the given period of your choice. 

 

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Your indicators are about to change!

We will gradually enhance the indicators available in your reports to adapt them to asynchronous messaging. The definition of contact has changed:

  • Contact: A contact begins when the conversation arrives on the agent's conversation panel and ends when it is transferred, snoozed or closed. There can, therefore, be an unlimited number of contacts in a conversation.
  • Conversation: A conversation begins when visitors send their first message and ends when closed.

The Customer Experience, Conversations and Production reports track conversations.

 

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