Marketing Chats:
Marketing Chats in BIK allows you to view all messages sent to customers, including those who have not yet interacted with your business.
Unlike Helpdesk, which only shows chats with customers who have already engaged with BIK, Marketing Chats provides a comprehensive view of all outbound and inbound communications across all channels.
Entry Points to View Marketing Chats:
1. Journeys Home Page:
Navigate to the Journeys home page.
Click on the contextual dots.
Select the "View All Conversations" button.
This will take you to a page that shows all customers to whom at least one message has been sent from BIK.
2. Individual Journey:
From the individual journey, click on the Contextual options menu.
Select the "View All Customer Chats" button.
This will display the customers to whom that specific journey has been triggered.
You can also access this through the Flow Analytics page.
3. Customer Details Page:
Go to the customer details page.
Click on the "View All Conversations" button to see all interactions made with that customer.
Difference Between Marketing Chats and Helpdesk:
Marketing Chats: Provides a view-only interface where you can see all the messages sent to customers from all channels. No actions can be taken within Marketing Chats.
Helpdesk: Displays chats with customers who have already interacted with BIK and allows for operational actions.
Features of Marketing Chats:
1. Chat Activity for Journey Triggered:
Whenever a journey is triggered, a chat activity is logged with details of the journey and a link to redirect to the flow.
If a journey message fails, the reason for failure will be shown.
2. Campaign Messages:
All campaign messages sent across different channels are displayed.
If a campaign message fails, the failure reason is shown
Opt-out events are also displayed as chat activities.
3. Email Campaigns:
Email campaigns are displayed as messages without a template.
4. Specific Flow Triggered Messages:
When navigating to Marketing Chats from a specific flow, it will display the messages triggered by that flow for the customer.
Comments are not displayed in the marketing chats
FAQs
1) Can I take any actions within Marketing Chats?
No, Marketing Chats is a view-only feature. It allows you to see the messages sent to customers but does not allow you to perform any operations like responding to or managing the chats.
2) Can I see why a journey message failed in Marketing Chats?
Yes, if a journey message fails, Marketing Chats will display the reason for the failure along with the chat activity.
3)Are email campaigns shown in Marketing Chats?
Yes, email campaigns are displayed as messages within Marketing Chats. However, they are shown without a template.
4)Can I view specific flow-triggered messages in Marketing Chats?
Yes, when you navigate to Marketing Chats from a specific flow, it will display messages from the point where the flow last triggered for that customer.
For further assistance or to raise feature requests related to Marketing chats, please contact [email protected].