Creating and managing triggers
By Shane Wall
Last Update 2 个月前
Being available when your customers need you helps build loyalty but just slapping a chat widget on your site is the bare minimum. The more visitors you're able to have conversations with, the more opportunities you have to build rapport, explain something they need help with or even work towards a sale. That's great customer service but you can't be everywhere at once, this is where triggers come in.
Triggers are used to encourage chat engagement, the idea is, you create a trigger by writing a message that will be sent to a visitor on your site if certain conditions are met. There are a few basic types of premade triggers in the dashboard for the most common conditions and also an option for adding your own Advanced Triggers for very specific visitors.
To start setting up triggers, make your way to the Administration section of the Dashboard by clicking the cog in the bottom left corner then select Triggers from the Settings list.
Here you'll see a list of the current trigger set up for the selected property, if you have multiple properties, make sure to check you're currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard.
To create a new trigger, hit the green Add Trigger button in the top right corner.
Basic - Site Notification
The most basic Trigger is the Site Notification, this functions as an overall welcome and allows you to send a short message to each visitor. Think of it as a virtual shopkeeper, when a customer enters your store you have a chance to make eye contact and acknowledge the visitor and let them know you're here if they need anything.
As soon as a visitor makes their way to your site, the Site Notification will start counting down getting ready to fire. This means every person that finds themself on your site will eventually receive the trigger as long as they stay on the site until the time set by the delay is reached, even if they move on from the initial page they first landed on.
Site Notifications are great for prompting every visitor. If you want to check-in and see if you can answer a visitor's questions, offer a discount code to keep them shopping or just say hi knowing there's a better chance to start a conversation if you reach out, the Site Notification is the trigger you're looking for.
To create a site notification, you simply need to give it a Trigger Name, set the Delay and enter the Trigger Message that will be sent to the visitor at the end of the delay. If you want this message to appear to be coming from a specific person, you can also include an Agent's image and Agent's name to give the trigger a more personal feel.
Remember to leave enough of a delay so that the visitor has a chance to get a sense of what the website is all about and understand what the benefits of your business are before the trigger fires.
Basic - Page Notification
Page Notifications function much like the Site Notification but require one more piece of information, resulting in a slightly more customizable Trigger. Along with the Trigger Name, Delay and Trigger Message you'll need to include a Visitor page URL.
This means the trigger will only start counting down the Delay you set once a visitor makes it to the URL you entered. Even just this small adjustment can be quite powerful when creating triggers as the more targetted the trigger the better the engagement. The more things you know for certain about a visitor's intent on your site, the easier it is to strike up a conversation with them.
For example, you could set up a trigger specific to your FAQs section or Knowledgebase page with a long delay. If a visitor has been looking at your FAQs for a while, you know they're likely looking for some specific information and depending on how long they've been there, they may be having trouble finding it. This is a great opportunity to reach out and see if you can help solve their problem.
There are plenty of ways to utilize the Page Notification trigger. A thank you message on your checkout confirmation page, a call to action on a landing page, a discount code on a shopping page, lots of ways to use it, you just have to decide what will work for your customers.
Basic - Chat Rescuer
You cant always be there to answer every chat, this is where the Chat Rescuer can help out. Just set the delay and write your resue message. Now when a visitor joins a chat, the trigger will start counting down the time set by the delay, if you answer the chat, the trigger is canceled but if you don't get there in time, your message will be sent to the customer.
A great example of this is to set a Delay of 30 seconds to 1 minute and include a Trigger Message that lets the visitor know you're busy at the moment. You can either use this message to let the visitor know you'll be with them shortly to give you more time to finish what you're doing and answer the chat or ask them to leave some contact details so you can reach out to them later.
Either way, it's important to create a Chat Rescuer message just in case you need to step away. Imagine walking into a store and asking for help at the counter only to find that the store is empty, not a good a look.
This last Trigger is the big one, Advanced Triggers allow you to create some truly custom and potentially powerful automated messages. Advanced Triggers are built on a combination of Conditions and Actions.
Setting Conditions allows you to decide exactly what will cause a Trigger to fire. Combining multiple Conditions and having the trigger only fire if all of them are met can make for some incredible specific triggers. Clever use of triggers like this will have an impact on your engagement, the more you know about the visitor's intentions on your site the easier it is to strike up a conversation. Actions govern what a trigger will do once the Conditions are met, the most common being send a message to a visitor.
So what can you do with an Advanced Trigger? Why not customize a welcome message to a return visitor to say "Welcome back" rather than "Hello" or send a specific message based on the visitor's location "We offer free shipping across Australia". You could offer a code for a discount only on the weekends or if a visitor found their way to your site from a certain marketing campaign. Once again, a lot of possibilities with Advanced Triggers if you can come up with interesting ideas for reaching out to your visitors.
Let's break down what each of the options do so you can start creating your own Advanced Triggers. Before you do anything it's important to enter a Trigger Name and a Trigger Description, only you and others with access to this property in the Dashboard will see the name or description so don't worry about the customer seeing either of these. The name and description are purely to help you find this trigger again in the list should you wish to make changes to it later.
Just under the Trigger Description, you'll find the first decision that needs to be made that will reflect how the Advanced Trigger functions. A checkbox allows you to send this trigger only once to each visitor or multiple times. Most of the time you'll want to check this to make sure your customers aren't receiving the same message each time they meet the conditions of the trigger but this will depend on what your intention for the trigger is.
This is the first thing your Advanced Trigger is going to check, giving you three options for the first condition. Selecting When a visitor has loaded the chat widget is the most common and the easiest way to get you to the next set of conditions as the visitor loads the chat widget as soon as they reach one of your pages with the widget installed. Think of this option as "when a visitor arrives on your site".
Your other options are When a visitor requests a chat or When a visitor sends a chat. Both rely on the visitor engaging first, either requesting a chat, meaning they click on and open the chat widget or they request a chat, meaning they send you a message in the chat and you start to receive an alert to say someone is reaching out.
This is where things get powerful but also potentially a little complicated. Your first option is choosing between the trigger checking either All or Any of the following conditions, we'll come back to this after checking out the rest of the options. Directly below this, you'll see the number 1. with some dropdown boxes next to it and an option to Add Condition. Adding another condition will place a new sett of dropdown boxes, starting at 2. and increasing each time, allowing you to further customize the conditions for firing the trigger.
Now let's circle back to checking for Any or All of the following conditions, if you're planning on only having one condition in the list, this choice will have no impact. If you've got multiple conditions however, this will have a big impact on how the trigger functions. Selecting All of the following conditions means this trigger will not activate until each of the conditions in the list is met. Choosing Any of the following conditions instead means the trigger will activate as soon as even one of the conditions in the list is met by the visitor.
Essentially this offers a way to make a trigger that is for a very specific function by selecting All of the following conditions or make a versatile trigger that can be sent to visitors when they meet the first of a list of conditions by selecting Any of the following conditions.
Going back to the checkbox at the beginning of setting up an Advanced Trigger you can see how a trigger with a list of ways to possibly fire, having any of them allow the trigger to be sent could cause problems if the visitor met multiple conditions in a row. A good example of how making sure a message is only received once by a visitor can stop your customers from being unintentionally spammed with messages.
Time / Date
Now let's dig into the options for conditions and what they can do. The Time / Date option is one of the most common and lucky for us, the easiest to explain so a good place to start. Setting this condition allows you to check what the visitor is doing in increments of time. Is it a certain day, has the visitor been on a page for a certain time, is it after hours and your office is closed? These are just a few of the options you can check for giving you complete control over time as a variable.
Location of Visitor
Setting a trigger by Location of Visitor gives the option to create triggers only for visitors with either a specific location or by checking their online information. Are they too far away for you to ship to, do they have a certain phrase within their hostname or are they in a city that you have an office in? You can even make very specific triggers based on the visitors IP address.
Previous Visit Information
Treat your return customers with a little extra love using the Previous Visit Information option. Has the visitor made the trip to your site multiple times or maybe even had more than one conversation with you in the past? You could reward loyalty with a discount or even open up a channel of communication for that serial window shopper to potentially get them to finally make a purchase.
The Page Information option lets you set triggers based on the visitor's journey around your site. Have they visited your customer review page multiple times or gone from your landing page to the next step in your sales funnel? These are potential opportunities to reach out with targeted messages to help with specific issues.
Bassing a trigger on the Visitor Information option can be super helpful if you're running multiple marketing campaigns. Did they come from a specific site? Maybe you wrote a guest blog on another site and included a link or you're running a paid social media add. Knowing where your visitors came from can give you insight into why they've made it to your site, narrowing down what you can say to strike up a conversation.
Software / Computer of Visitor
If you already have some information on the platform the visitor is using the Software / Computer of Visitor option can help you make decisions on what sets off your trigger. Do you need to send out a different message if they're visiting on a mobile device or maybe you can offer common support advice based on their browser or operating system?
Using the Online statuses will check if the visitor is also logged in and using tawk.to, then check if they're status is set to online or away. It's pretty specific but if you don't want to bother someone with their status set to away this is the way to do it.
Lastly, the Chat-related Information option is a handy way to sort your visitors if they're already been involved in a chat. Do you want to send a quick message to ask them to rate their conversation after offering help, let them know you'll be with them shortly when they're reaching out to chat with you or maybe even send a pre-made response if the visitor uses a certain word?
All of the above options can help to create a trigger for a certain type of visitor but remember they can all be used together. Say a visitor from outside your country uses the word "Shipping", you could have a message with your shipping policies ready to go. Or maybe someone from the next town over is reaching out after you've closed up shop for the day, you could let them know where your offices are based and that they should try again tomorrow after you open. There are a lot of possibilities, the real question is, is there something you can think of that will make an impact on your business?
This is the final part of creating an Advanced Trigger, now that you've decided on the conditions the trigger is looking for, what do you want it to do? The most common option here will be to send the visitor a message but there are other options, do you want to set a delay, append or replace a note or change the name of the visitor? Whatever it is you chose, this is the final result of the trigger you've set.
Once you've got your trigger all set up and your happy with it, don't forget the click the green Save button in the bottom right corner. Once a trigger has been saved you can then change the status of it to be either Enabled or Disabled at any time.