- Setting up the conversation flow
- Understanding each setting type
- Editing messages and message settings
- Decide if you want to create a new template or duplicate an existing template. This article outlines the steps for both.
- In the Template Content section, select SMS Conversation and click on Edit Conversation to launch the conversation flow editor.
Image 1: Accessing the conversation flow editor. - Click on Settings to launch the conversation settings panel.
Image 2: Launching the conversation settings panel. - RiTA will handover the conversation to a person if she detects any of the following topics: death, marital/relationship issues, illness, and vulgar language.
- In addition to the above topics, you can add other keywords that will trigger RiTA's escalation eg. 'complaint', 'out of business'.
- If RiTA detects the keywords 'stop' or 'unsubscribe' in a customer's reply, she will automatically mark the Contact as Do Not SMS and optionally send an reply to acknowledge the Contact's unsubscribe.
- You can compose the reply or choose not to send a reply. You can opt to include relevant Merge Fields in your message if needed.
- Appraisal Lead
- Buyer Lead
- Finance Lead
- Investor Lead
Use SMS Conversation templates to have hyper-personalised conversations with your contacts. This helps you nurture your relationships, build trust and maintain consistency in prospecting.
This guide will walk through the following steps:
It is recommended that you complete the RiTA Action Templates training course to get a better understanding of how SMS Conversation work in Action Templates.
Setting up the conversation flow
Understanding each setting type
Click on each setting type to expand its view and edit the settings to suit your needs.
General
Switching this on means RITA will only handle conversations with a high confidence score and handover the conversations with a low confidence score to a person. Learn about Confidence Scores
Topics to Avoid
Unsubscribe
Advanced Settings
Use the JSON editor to customise your settings only if you are proficient in JSON.
Editing messages and message settings
Most SMS Conversation templates contain pre-configured messages. The messages in Blue represent the messages that RiTA will send to your contacts. The messages in Grey represent conversation conditions. Learn more about using conditions
Edit Message
Click on the message you want to edit and use the Edit Message panel to update the text or Merge Field as required.
Image 3: Editing a message.
To delete a message, click on the red bin icon at the bottom left of the Edit Condition panel.
Image 4: Deleting a message.
In addition to the message itself, you will be able to update various message settings in the Edit Message panel:
Smart Skip
Messages that follow a condition will have a Smart Skip setting. Switch this on for RiTA to review your conversation and check whether your client has previously responded to a similar question. If the topic has been addressed, RiTA will skip to the next message in the flow. For example, in the screenshot below, enabling Smart Skip will end the SMS conversation if a contact has responded with their updated address. But the conversation will continue if that condition hasn't been met.
Image 5: Using 'Smart Skip'
Create Lead
Switch on Create Lead to let RiTA create a lead follow-up in your inbox. Depending on your conversation intent and condition, you can classify your contact as one of the following leads:
Image 6: Automating lead creation.
Create Follow Up
Image 7: Creating a follow up.
Advanced Settings
Time Out After: This setting controls the maximum amount of time RiTA will wait for a contact to reply to a message.
For example, if you set the timeout to 24 hours, the contact has 24 hours to respond. If they don't reply within that period, the automated conversation sequence stops, and RiTA will not respond to messages that are received after 24 hours.
After you have finished setting up your conversation flow, make sure you click Save on the Action Templates page to save your newly updated conversation and to update automations where this conversation is included.
Image 8: Saving and applying your updated conversation flow.