Cadence Chat Best Practices

Best Practices

Make your chats as personal as possible:

• Introduce yourself! 
  • Example: "Hi, I'm Alexis.What questions do you have today?"
• To keep your conversation from timing out, start with short messages.
  • You can send longer messages once the conversation has been officially "claimed" by your first message.
• Set up a Gravatar so that visitors know that the conversation has been switch to chatting with a human!

Should we make sure someone on staff is watching live chat every day?

Not at all! The bot will automatically check to see if anyone on your team is available to live chat before offering it as an option to the visitor. If no one is available, the visitor will be marked for follow-up, and the bot will collect their information for you to reach out later. 

If you have purchased playbooks, the bot will attempt to answer the visitor’s questions with some menus on a variety of topics prior to offering live chat and/or follow up.

When you step away from your computer, make sure to set yourself as "away." 

If a contact is opted out in Cadence, can a text be sent to them? 

No, Cadence Chat does not change Opt Out status of a contact for Cadence Text. If a contact in Cadence Text is opted out, they will remain opted out even if they consented to be texted within the Chat flow. The system will not allow a text to go to an opted out contact. We encourage clients to export their Chat leads with consent values often and to manage opt-ins in their system of record.

Exporting Chat leads and importing into Cadence Text contacts 

Admins will have the ability to export any leads that were collected by Chat and import them into their CRM. You can do this manually or set up a daily automated export. If Chat leads are imported into your CRM as new records, and they have not been connected to a Cadence contact by mobile number, they can be added as a new Cadence contact by using your CRM-to-Cadence integration or through a manual import.

How do I keep track of visitors who need to be followed up with?

When a user gets marked to be followed up with, their conversation shows in the "Follow Ups" section of Chat. A user from your school can go in and see their preferred method to be contacted, whether it’s email, text, or phone call. Once the follow-up has been sent, you can click the "Complete Follow Up" button, and the conversation will move down into the "Other Conversations" section.