There are several types of engagements that can potentially flow into your communication portal, all of which are displayed unfiltered in the Unassigned bucket when entering the system.
There are two viewing options above the details of each engagement:
- Contact—external engagement
- Notes—internal engagement
Each engagement is marked with a blue dot if unread, a Priority flag symbol if marked priority, and brief descriptors of the purpose of the engagement (e.g. appointment request, new project, etc.)
Within this display, you can click on the Unassigned drop-down menu to choose a representative for that particular engagement. Once assigned, this lead will appear under the “Mine” bucket for that representative.
At the top of the management display, there are options for Close (check mark), Priority (flag), Share (arrows), and the representative assigned to the engagement.
When the Share option is clicked, a display will appear that allows for customization of sharing this contact with an external representative. Only the checked details about the contact will be shared.
The Unlock Predictive Portrait Now button allows you to purchase the predictive profile of the lead.
The Contact Details section of the management display showcases the following information gathers about the lead:
- Phone 1
Directly below is a Map Address section that can be expanded to show a Google street-view map of the lead contact’s address.
Under Contact Details in the management display is the Conversation Engagement section. There are three fields here:
- Appt Requested—displays the consumer requested date/time for an appointment. This is a soft appointment that will still need to be confirmed.
- Inquiry Type—this field can be automatically filled by information pulled in through the chat conversation. Inquiry Type can also be manually selected through the dropdown menu.
- Product Interest—information pulled from the chatbot can autofill this field with the product the consumer is interested in, or it can be manually typed and entered. Multiple product types can be added.
A Contact Files section directly below allows for display of either Images or Files that have been received through the interaction with the contact.
Predictive Match Index/Predictive Portrait
Each engagement gives the option of Unlock Predictive Portrait Now, shown in a green header above Contact Details in the management display.
When clicked, this opens up the following display:
From this screen, the company representative can choose to Cancel or Purchase Now. Purchasing a predictive portrait will be reflected against the total Predictive Portraits available based on your monthly subscription level.
*NOTE: If the contact details are missing or inaccurate, an error message may occur—these errors are not counted against your Predictive Portrait subscription. Any changes to the Contact details for a particular engagement (name, email, phone, etc.) will require a new Predictive Portrait to be purchased for accurate results.
Once purchased, the Predictive Portrait and PMI will display above the contact information to the right of the selected engagement.
The PMI is displayed at the top, with the Contact Details and Map Address below. Expanding on the Map Address will display a Google Map view of the property. (The full map will not automatically load.)
The Predictive Portrait is detailed below Conversation Engagement in three tabs:
- Personality—Life stage, individual interests, general household Interests
- Household—Home age, value, roof type, marital status, occupant age, etc.
- Weather—List of past weather events for consumer’s property.
Quote Form Engagements
Opening a quote engagement from the Com Portal will display consumer details and appointment information under a purple header—along with a management display.
*NOTE: The quote form can include a weather return.
Opening a chat engagement from the Com Portal will display the full chat conversation with name and chat source at the top in a green header. Within the chat conversation, the rep is displayed on the right side, and the consumer responses are displayed on the left.
Chats will not show up in the system until they are completed—which can happen in one of two ways.
- The consumer ends the chat by exiting or answering a final question from the chatbot (e.g. “Is there anything else we can help you with today?”)
- The conversation continues until the chatbot can no longer provide answers.
At this point, it will transfer the chat to the Lead Portal and search for a live rep—if a rep is available, they can continue the conversation live in the same chat thread. If no rep is available, the chatbot will notify the consumer and inform them that a rep will be in contact with them shortly.
The client representative, under their company ID, can also respond directly to individual chat messages from this display. When a chat message is sent by the representative, it will automatically assign it to them for display under their Mine bucket.
Weather Widget Engagements
Opening a weather widget engagement from the Com Portal will display consumer details, storm history, and appointment information (if an appointment was requested) under a blue header—along with a management display.
While some engagements, like chat, are interactive, engagements through the weather widget are a form submission with information only.
Opening a SMS engagement from the Com Portal will display the full text conversation with name and source at the top in an orange header. Within the SMS conversation, the rep is displayed on the right side, and the consumer responses are displayed on the left.
Transferring Leads to SMS
When an SMS app has been established, there is the option of transferring users and receiving leads to and from SMS.
When an engagement comes into the Com Portal, there is an option to Request SMS within the contact input box of the engagement. When this icon is clicked, the box will populate with a default transfer text—this text is completely customizable.
When the text is sent, the user will get a postback message, as shown below.
The number(s) listed are populated from the contact details (phone1, phone2). If Not Listed is clicked, the user will be able to input the number they wish to transfer to in a form message—this number will fill in phone1 or phone2 (whichever is empty) or by default override phone2.
When the number is chosen or entered, PSAI will attempt an immediate transfer. When successful, the engagement will change from its original engagement style to an orange-header SMS engagement.
The transfer is then complete, the user will receive a greeting message, and both parties will be able to proceed with texting.
NOTE: A lead that originates from SMS will have the transfer button disabled. In this case, the user will interact with the bot first then transfer over to a rep for messaging. When originating from SMS, the conversation can be ended by the user saying “STOP” or the Rep closing out the conversation.