Automated Messages

Automated messages help you start new conversations and improve your website performance. You can offer visitors special promotions, or help finding the right product when they hesitate too long on a particular page.

The most important function is sending messages to visitors. However, under the “Automated messages” function there is also the possibility to expand or minimize the chat box or send alerts to your operators (an operator can be notified that certain conditions have been met and the operator can contact the visitor himself). There are more functions, but in the client zone you will find everything under the name “Automated Messages” in the section “Settings”. There you set what and under what conditions Lime Talk should do on your behalf.

Demonstration of use - example

We’ll show you how to set up automated messages with an example. Imagine that you have an e-shop selling shoes and you want to send every visitor who spends more than 10 seconds on any page about running shoes the message: “Hello, do you need any help choosing the right running shoes for you?”. Below we’ll show you how.

First, click the “New auto trigger” button.

Automated messages - create a new one

In the following text, as well as in the accompanying figure (below), the steps are numbered.

  1. Fill in the name of the automated message. In our example, we have chosen “Running shoes trigger”.
  2. Choose whether to perform only when all conditions are met, or just one of them. (This setting is relevant only when the conditions are two or more.)
  3. To add a new condition, click the “+” button. In our example, there are three conditions, so we clicked twice. Now we will configure each condition.
  4. We only want to reach customers looking for running shoes. In our example, we know that in the e-shop all running shoes pages contain the word “running” in the URL - for example “https://www.myeshop.com/shoes/running/blue-shoes”. So we add the condition Current page - URL contains “running”.
  5. Seconds spent on current page is more than 10: Lime Talk will not send a message if the customer has only accidentally stumbled onto the running shoes page for a moment.
  6. Visitor is served by operator - Not served: This condition ensures that the message will not be sent if the visitor is already communicating with one of your operators. We recommend using this condition for most of the rules that you create.
  7. Next, select how often you want to take the action. It comes into consideration once per “visitor”, once per “visit” and once per “page”. Once a “visitor” means that the visitor receives the message only once. When they return to your site in a week or so, they won’t get it again. Once a “visit” means that the visitor will receive the message every time they visit your website (as long as they meet the set conditions). If you choose once per “page”, then the visitor will receive an automated message each time they load any page that meets the specified conditions. In our example, we selected once per “visitor”.
  8. Now click the “+” button in the “Actions” section and select the action that Lime Talk should do.
  9. In our example, we selected “Send this message to visitor” and entered the message “Hello, do you need any help choosing the right running shoes for you?”
  10. Finally, click “Save” and you’re done.

Automated messages - settings

In our example, if a visitor visited one of the running shoes pages and waited 10 seconds, Lime Talk would send him an automated message. If a visitor responds to the message, Lime Talk operators would be notified as they would be with any other message from the visitor.

Automated messages

Examples of how to use the conditions

Below is a list of all trigger conditions, along with a more detailed description and example of use. If you need help setting up, please contact us.

Category Condition Application example
Time
Hour of day You can use it to address “Good morning” or “Good evening”.
Day of week You can offer a special promotion on certain days only - for example: “Choose from our weekend offer at discounted rates.”
Location
Visitor’s country You can use it to reach only selected countries with your offer - for example: “Shipping to the UK is now at a discounted price.” Alternatively, to differentiate the automated message language in different countries.
URL
Referring page - URL (referrer) Use to refer to visitors who come from a partner’s site or certain ad campaign - e.g.: “In cooperation with our partner, we can provide you 2 for the price of 1.”
Current page - URL Use this to target visitors who are currently viewing a product category or a specific product. E.g. “Need help choosing shoes?” for visitors to pages that include “shoes” in the URL.
Activity
Number of visits to my site For example, when a visitor is with you for the first time, you can send a message: “Welcome to our site. Do not hesitate to contact me at any time.” When the visitor is with you for the third time, for example: “Hello, I see that you are interested in our services. I would like to discuss possible cooperation with you.”
Number of conversations with visitor For example, you can filter out visitors who have already had a personal conversation with you from automated messages.
Number of messages sent this visit This may be useful in conjunction with other conditions - such as “Visitor is served by operator - Not served” and “Seconds since last message”. Along with the two previous conditions, you can send a visitor an excuse for a longer wait.
Number of pages viewed this visit If you want to offer help to customers who are really interested in your site. It is possible to assume that they will be interested in your services.
Seconds spent on current page This condition is useful in conjunction with the “Current page – URL” condition. You can use it to send a message like: “I see you’re interested in these shoes. Can I help with the selection?”
Seconds spent this visit For visitors who have been browsing your site for a long time, you can write, for example: “I see you’ve been on our site for a long time. If you need advice, don't hesitate to contact me!”
Seconds since last message You can use it to notify the operator that there has been no message in the conversation for a long time. He could forget to answer.
Visitor is served by operator Last but very important condition. There are 3 options:
  • “Not served” triggers an action if the visitor is not served by any operator.
  • “Any operator” triggers the action if the visitor is already served by any of your operators.
  • “Name of the operator” triggers the action if the visitor is served by a specific operator.
We recommend adding this condition to almost every rule - to avoid sending automated messages to visitors who are already being served by an operator.

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