Setting up a Welcome Message Playbook

edited April 2021 in Playbooks

Welcome Message Playbooks are designed to engage your site visitor in Live Chat. In order to create a new Welcome Message playbook, navigate to the Playbooks tab from the left sidebar. In the top right corner, select Create Chat Playbook > Bot / Live Chat. 

This will take you to a new screen where you will select your target audience, the type of playbook (Live > Welcome Message) and then name your Playbook. Once you have named your playbook, a preview of your welcome message will appear. This playbook allows your site visitors to put a face to your company, as you can select the message to send from a member of your team. 

The first thing you need to do is compose your welcome message. Be clear, concise and genuine (and of course, be human!). Select a teammate from the drop-down 'Send From' menu. Lastly, select your CTA (Call to Action) from the drop-down menu. Please note that free users will only have the option to start a conversation. Those on paid plans have the additional option to schedule a meeting or provide a link to an url (or have no CTA). 

Once you have completed the welcome message, follow to our next step: setting a goal. The goal of welcome playbooks is always to start a conversation. However, in the goals section, you can assign a lead stage that is tied to the goal. You can write whatever lead stage you'd like to assign to these users who reach this goal (for example, 'Engaged' or 'Qualified Lead'). You can also set your routing rules here to route to a single teammate, round robin within a group, or to use lead routing rules. Please note, if you are the only user on the account, you will only route to a single teammate. Once you have set routing and lead stages to your goals, you can move on to set Targeting. 

If you want this playbook to show to everyone, you can leave it as the default 'Send to: All Website visitors.' You have the option to include contact segments from viewing this message or only contacts who are identified by the site, etc. Those contacts that you want to exclude from your target audience will show in the 'Do not send to' column.

Within Targeting, once the Audience is set, you need to set the Display condition. You have the option to select 'Display Always' or 'Display with Targeting.' Please note that Free users will only have the targeting option of 'Drift is online / offline.' Displaying with targeting will allow you to add conditions based on numerous options (all of which will open in another window when you select +Add Condition Set): 

Once the display conditions are set, you can select a frequency option for how often you would like your site visitors to see this message: Drift will give you a breakdown of who and how often the message will be shown based on which selection you choose. Note that a session as shown here is defined as 30 minutes.

Once you have selected your audience, display conditions and frequency, you will review the playbook, enable it by turning it on. For those on paid plans, be sure to select an inbox for where these messages will be directed.