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IMIchat is a web-based solution that enables businesses to have conversations across multiple channels in one place. The system collates all inbound inquiries from multiple digital channels into a single, easy to use interface, enabling customer service agents to handle several customer conversations at once.
rostrvm provides the ability to route chats originating from the IMIchat application.
IMIchat Live Chats Settings Panel
IMIchat’s proactive messaging feature enables administrators to configure contextual proactive messages to support customers and engage them in a conversation. These messages can be triggered based on visitor attributes such as Current Page URL, Time Spent on Page etc. as well as HTML events (such as On Click, On Change etc.) on the business’s website.
The summary display is basically a funnel report showing how effective your proactive message is and is it driving engagements.
| • | Title – the name assigned to the proactive message (for example: Sales Invitation Message); |
| • | Matched – the number of customers who match the trigger condition (this is a daily dashboard and the counts reset at the end of the day); |
| • | Sent – the percentage of customers from the #matched we could send a message to (not all receive the message – could be because of business out of office hours, agents busy, no agents logged in, etc.); |
| • | Opened – the percentage of customers who opened the invite/message or viewed the proactive message (depending on the design of the invitation – center pop up, silent message with a notification, preview of a message, etc.); |
| • | Replied – the percentage of customers who replied back to the proactive message. |
All the percentage‘s are in reference to the Matched count.
From here you can:
| • | Configure a Proactive Message - click the Add Message button. Enter a textual description for the Name, and select the asset from the Asset Name drop-down list. You will then need to configure the following sections to complete the proactive message configuration: - Onset: in this section you can define how to trigger an automated message. This can be achieved either by choosing Rules on Visitor Attributes or Native Website Events option. For Rules on Visitor Attributes, you can define a rule in Rules on the Visitor attributes field to trigger an automated message. A contextual proactive message is triggered if the visitors (on a business page) satisfy the conditions set in Rules on Visitor Attributes field. For Native Website Events, you can define HTML events (i.e. On Click, On Change, and On Hover) to trigger a proactive message based on visitor actions on businesses page. You also pass a pay load and define rules to trigger a proactive message. - Construct Your Message: in this section you can enter From Name (company name) and select a Team from the teams drop-down list. You can then set to route the response either to a Team Queue, Skill, or an Individual Assignee. - Qualifying Trigger: click Qualify Triggers, to enable various options (i.e. Working Hours - enable this option to check the availability of above chosen team; Agent Availability - enable this option to check the agents presence; Slots Left – enable this option to check the slots availability with the agents to attend the chats).. - Publish Message: to publish this message, click Save and Publish Changes. |
| • | Un-publish a Proactive Message - click the Edit icon in the actions column of a specific proactive message. Go to Publish Section and click Un-publish Changes. The proactive message status will be changed from Live to Draft and listed on the proactive messaging screen. It will be available to edit and so can be published as a new message. |
| • | Edit Proactive Message - click the Edit icon under the Actions column, make the required changes and click Save and Publish Changes. |
| • | Delete Proactive Message - click the Delete icon under the Actions column and click OK to confirm. |
| • | Search Proactive Message - enter the name in the search field. Based on search criteria the results will be listed on the proactive messaging screen. |