This article covers:
Overview
A welcome reply is the first message sent from your virtual agent to your customer. This can happen proactively before receiving anything from the customer.
Welcome replies can be used as:
- a warm greeting to customers who are contacting you for the very first time
- something specific that's catered to the web page they are viewing
One thing to keep in mind is that proactiveness could be perceived as intrusive by some customers. So have a think of the personas of your customers before implementing all use cases.
Requirements
- Access to your website's source code
- A welcome reply with either a text or dialogue reply in the Ultimate Dashboard
- Zendesk subscription
- Zendesk Agent Workspace
- A Sunshine Conversations license
How to set it up
Due to the special asynchronous messaging feature of Sunshine Conversations, all the conversations your customers have had with you are stored and accessible through the Sunshine widget. This means the welcome reply is only sent to customers who are contacting you for the very first time. From the second conversation onwards the welcome reply will not be sent.
If you find a consistent welcome reply crucial to the customer experience, please submit a request.
Set up welcome reply to customers contacting for the first time
Above is an example of how a welcome reply appears upon opening the widget before any message is sent from the customer.
To set this up, simply add the script below to the <body> section of your website's source code right below where the integrationId is. This is to add a chat created event which allows Sunshine Conversations to notify Ultimate when a customer opens the widget.
Learn more in Outbound messaging on SDKs in Sunshine Conversations documentation.
<script>
Smooch.on("widget:opened", () => {
Smooch.createConversation({
}).then((conversation) => {
// Your code after receiving the current user's new conversation
console.log(conversation);
});
});
</script>