How to send automatically triggered messages?

In this tutorial, I would like to let you know some of my thoughts about Lime Talk triggers – how they can be used to your advantage and improve your website’s performance, getting you the results you expect!

Lime Talk has the ability to send predefined messages to your website’s visitors or take another action, such as send a message to your operator, or enlarge/minimize the widget. These predefined automatically triggered events are called ‘auto triggers’ in the Lime Talk client zone. You can set the action and the event that triggers this action.

Triggers may be found in the section ‘Preferences’ – ‘Auto triggers’. To create your first trigger, click on ‘New auto trigger’.

Auto triggers - create new

 

To give you an idea how this works, imagine that you own an e-shop with shoes. You know that customers looking for running shoes require special attention and care. How about sending each customer looking at any running shoes for more than 10 seconds a message that reads: ‘Hello, do you need any help choosing the right running shoes for you?’. Read on and you will find how to do this with Lime Talk in less than a minute.

  1. Give your newly created rule a name – in our example, we have chosen ‘Running shoes trigger’.
  2. Choose whether all of the trigger conditions you will be entering need to be met (option ‘all’) or just any of them (option ‘any’). In our example, we choose ‘all’.
  3. To add a new condition, click on ‘+’ sign. In our example, click two times, as we will be adding three conditions. Then add three conditions that trigger an action:
  4. Current page – URL contains ‘running’: You know that in your e-shop all pages with running shoes contain the word running in the URL address. For example: ‘www.myeshop.com/shoes/running/productX0001.html’; you want to target only customers visiting this page.
  5. Seconds spent on current page is more than 10 – This will guarantee that Lime Talk does not send this message if a customer has only accidently stumbled upon running shoes. If the customer spends more than 10 seconds on that particular page, you know that she might be interested in this product.
  6. Visitor is served by operator – not served: This condition will mean that the message is not sent if the visitor is already engaged in another conversation with an operator. We recommend using this condition most of the time when creating any triggers.
  7. Choose whether the action that the auto triggers take will be performed once per ‘visitor’, ‘visit’ or ‘page’. If you choose once per ‘visitor’, then the visitors will get the message just once. Once per ‘visit’ means that the visitors will get the message again next time they come if they meet the condition(s). If you choose once per ‘page’, then the visitors will get that message again if they go to another page and meet predefined conditions. In our example, once per ‘visitor’ is chosen as the default option.
  8. Click on an ‘+’ sign button under the ‘Actions’ section and choose which actions Lime Talk auto triggers should take.
  9. In our example, choose ‘Send this message to visitor’ and type ‘Hello, do you need any help choosing the right running shoes for you?’.
  10. Click on the ‘Save’ button and that is it!

Auto triggers - settings

Try to visit one of your running shoe pages on your website and wait 10 seconds. You should get an automatically triggered message; if you reply to it, your operators will be notified immediately.

Auto triggers

 

You will find a list of all possible trigger conditions below together with a more specific description and an example to illustrate that particular condition. Please feel free to experiment and use any number of combinations or contact us with your idea and we may be able to help you implement conditions that will suit your needs.

Category Condition Description Example
Time
Hour of day Sets the hour of a day or a range of hours as a trigger condition. You can use this to address your visitors with ‘Good Morning’ or ‘Good evening’ to give a human impression.
Day of week Sets the day of week or a range of days as a trigger condition. Offer special deals on certain days or use this feature to send triggered messages only on weekdays.
Location
Visitor’s country Sets the country that the visitor is in as a condition. You can also select a negative condition (‘is not’ from a certain country). Use this to exclude/include certain visitors from your deals that are geographically targeted or use a different language if you operate across multiple countries.
Visitor’s city Sets the city that the visitor is in as a condition. You can also select a negative condition (‘is not’ from a certain city). Use this to target certain deals (such as free delivery) to customers in your city. This will only work in bigger cities and is not 100 percent accurate.
URL
Referring page – URL Sets the referring page as a trigger condition. Referring page is a URL address that your visitor has just come from. You can use the exact match (‘is’ or ‘is not’) or a regular expression (‘contains’ or ‘does not contain’). Use this to target visitors that just came from a certain page. For example, they just came back from your e-shop checkout page and you can ask them whether they need your help checking out. You can also use this to target customers that came from a specific campaign.
Current page – URL Sets the current page as a trigger condition. Current page is a URL address that your visitor is currently visiting. You can use the exact match (‘is’ or ‘is not’) or a regular expression (‘contains’ or ‘does not contain’). Use this to target visitors that are currently visiting a certain product category in your e-shop. For instance, you know that all shoe products in your store have URL addresses containing shoes, such as ‘http://yourfictionalstore.com/products/shoes/blue_shoes.php’. You simply set a trigger for current pages containing ‘shoes’ and let Lime Talk send and automatic message to the visitor asking ‘Do you need help picking out your shoes?’
Activity
Number of visits to my site Sets the number of times the visitor has visited your site as a trigger condition. You can use operators ‘is’, ‘is more than’ and ‘is less than’ a number you set. Use this to customize your message for first time visitors, such as ‘Welcome to our site. You can contact me at any time if you have any questions’. Use more specific messages if you know the visitor has already visited for the third or more times: ‘Hello, I see that you are interested in our company. We would love to schedule a phone call to discuss our possible cooperation.’
Number of conversations with visitor Sets the number of conversations with the visitor as a trigger condition. You can use operators ‘is’, ‘is more than’ and ‘is less than’ a number you set. Conversation is a communication block the visitor had with your operator (consisting of one or more messages) at a given time. This condition is useful to target only those visitors that have not had any conversations with you up to this point.
Number of messages sent this visit Sets number of messages that the visitor has sent to your operator during his current visit as a trigger condition. You can use operators ‘is’, ‘is more than’ and ‘is less than’ a number you set. This can be useful in conjunction with other conditions – such as ‘Visitor is served by operator – not served’ and ‘Seconds since last message’ to apologize for not replying in time.
Number of pages viewed this visit Sets number of pages that the visitor has visited on your site during his current visit as a trigger condition. You can use operators ‘is’, ‘is more than’ and ‘is less than’ a number you set. This can be particularly helpful if you are trying to offer help only to those customers that have already visited a couple of your pages and you know that they might be in the mood to find out more about your products.
Seconds spent on current page Sets the minimum number of seconds that the visitor has spent on a particular page to (URL address without reload) trigger an action. This condition is particularly helpful in connection with the ‘Current page – URL’ condition. You may use this to trigger a message such as ‘I see that you are trying to decide whether to buy these shoes and I would love to answer any questions you may have.’
Seconds spent this visit Sets the minimum number of seconds that the visitor has spent on all pages (the ones with the Lime Talk widget) during her entire visit to trigger an action. Use this to specifically target visitors that are wandering for a long time around your site. Use phrases such as ‘I see that you interested in our company and I would be more than happy to answer any questions you may have to help you reach your final decision.’
Seconds since last message Sets the minimum number of seconds that have passed since the last message that has taken place between the visitor and an operator. Use this condition to remind an operator that it has already been a long time since the last message and that they should check on the conversation.
Visitor is served by operator Use this trigger condition as follows:- ‘Not served’ mode to trigger action only if the visitor is not communicating with an operator.- ‘Any operator’ mode to trigger action only if the visitor is communicating with an operator- ‘Name of the operator’ mode to trigger action only if the visitor is communicating with a specific operator We highly recommend using this condition to prevent triggering messages to visitors that are already being served by an operator.