Proactive commitment

L lets ELChat reconnect when an important signal appears: question left unanswered, interest in a product, click on a call to action, abandoned basket or appointment proposed.

L is not about sending more messages. The objective is to help a person at a time when an intervention can actually be helpful.

When to use this feature?

Use proactive engagement when you can clearly answer these three questions:

1. What signal should trigger the message?
2. What concrete help should be offered?
3. When should we stop?

Examples:

A person consults a product and then leaves the page. Price inquiry remains unanswered An appointment has been proposed but not booked. A question did not receive a satisfactory answer, but suggested a resumption by an advisor,

Start with a single scenario

A simple campaign is easier to read and improve. Test it before creating several.

Where to find proactive engagement?

1. Open the relevant site in the dashboard.
2. Select the Proactive Commitment tab.
3. Use the views Campaigns, Messages, Results and Journal.

Create a campaign

Click on New campaign, then complete the displayed sections.

###1. Define the objective and agent

• give an explicit name to the campaign;
• choose the agent who will carry the message;
• describe the expected help and what the agent should avoid;
• associate a workflow only if a business step is required;
• choose the method of decision: IA + Rules, Decision IA or Approved Fixed Message.

An officer must be authorized to engage proactively. If this permission is missing, the message will not leave.

###2. Select the trigger and conditions

Choose the signal that indicates that a message can be useful. Available events include:

• a commercial or purchase intention;
• a product consultation;
• a click or conversion on a call for action;
• an abandoned basket;
• a question that remained unanswered;
• the beginning or abandonment of a conversation;
• a proposal for an appointment;
• a human transfer;
• creating a lead or opportunity.

You can add conditions. Choose All (ET) when all conditions are mandatory, or At least one (OR) when only one criterion is sufficient.

Example: trigger commercial aid when the intention is strong and that the conversation is always open.

###3. Choose channel

The channels offered in the screen are:

• Website Widget;
• Facebook ;
• Instagram ;
• Telegram ;
• YouTube ;
• E-mail.

The channel WhatsApp appears as unavailable in the current screen. Do not use it for a campaign until it is activated in your environment.

For the widget, choose the desired behavior:

• no visual signal;
• discreet notification;
• automatic opening.

The discreet notification is the best starting point. Automatic opening can interrupt navigation and must remain reserved for situations where help is clearly expected.

###4. Set pace and protections

Define:

• the delay before the first message;
• the maximum number of messages;
• the number of messages allowed per visitor per day;
• the time between two messages;
• authorized days and times;
• the time zone of your audience.

Enable the following stops:

• stop after an answer;
• stop after a conversion;
• stop when an advisor resumes the conversation;
• respect a refusal;
• respect an unsubscribe.

For a first test, use a single message, a low daily limit and a reasonable delay.

###5. Prepare the context and message

Explain to the agent what to check before replying: prices, conditions, availability, booking policy or next step.

You can also provide an approved message:

• in mode Approved message, it is used as is ;
• in IA mode + rules, it serves as a frame or example;
• in Decision IA mode, the agent formulates the message within defined limits.

Never promise a price, stock, delay or discount that is not confirmed in your content or connected tools.

Register and test

1. Click Save draft.
2. Read the trigger, channel, agent and boundaries.
3. Activate the campaign on a test perimeter.
4. Trigger the script with a test conversation.
5. Open Messages to follow the status.
6. Open Why this message? to understand a decision or blocking.
7. Answer from the test channel and check that the following messages stop.

A campaign may be Brouillon, Active, On pause, Stop or Terminated. Messages can be planned, sent, ignored, cancelled or failed.

Read results

View Results Help to follow:

• messages sent;
• openings;
• responses;
• results associated with the campaign;
• the value assigned when available.

The view Journal keeps decisions, blockages, shipments and administrative actions. Use it before changing a campaign that does not produce the expected result.

Why isn’t a message sent?

A message can be deliberately ignored when:

• the agent is not authorized;
• channel is not available;
• the schedule or day is not suitable;
• a frequency limit is reached;
• the person has already responded;
• the person refused or dissubscribed;
• conversation no longer available;
• the context is not reliable enough to write a secure message.

A ignored message is not necessarily a breakdown. In doubt, do not force sending: first check the reason displayed in **Why this message? **.

Good practice

• start with one clearly observable business signal;
• prefer discreet notification on widget;
• limit the campaign to one or two messages;
• always stop the campaign after a human response or transfer;
• use short, useful and easy to understand messages;
• test refusals, unsubscribes and off-range schedules;
• monitor the response rate rather than the only volume sent;
• pause the campaign as soon as an offer, price or business rule changes.

Information to complete

The exact availability of channels, the rules of delivreability and the limits of your subscription may vary according to your environment. Check the options actually displayed in Proactive commitment before communicating a campaign to your team.

Complete example: relaunching a request for a quote

Configure an Devis abandonné — site public campaign with:

• agent:Assistant commercial;
• **aim:**propose to resume a request for a quote, without inventing any price or delay;
• **agent:**a request for a quote started but not submitted;
• conditions : conversation still open and intention lead ;
• channel: website widget with discreet notification;
• cadence: a single message, during working hours, with a limit of one message per visitor per day;
• stops: after a response, conversion, human transfer, refusal or unsubscribe.

The trigger describes the business signal, the conditions avoid restarting a person already leaving the route and the discreet notification respects navigation. The message can be: Votre demande de devis est restée incomplète. Je peux vous aider à la terminer ou vous orienter vers l’équipe.

First register a draft, trigger the scenario with a test account and see Why this message?. Answer from the widget to check the stop ; Also test a converted conversation to confirm that no second message is leaving.