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Conversation Starter Utility Templates

In this blog post, let’s explore how to create utility templates that help you start a 1-2-1 conversation with a contact.

Problem Statement:

An agent was in conversation with a contact and the 24 hour window has elapsed. Now, conversation can only be started with a templated message. This presents a problem but also an opportunity to STANDARDISE our first messages to customers.

Solution:

For these critical cases, we recommend creating Conversation Starter message templates that can be sent 1-2-1 by the agent to the contact using the DashCX Web or Mobile App. When the contact responds, a conversation service window gets opened and free form chat can happen between the contact and the agent.

Conversational Intelligence lies in creating the Starter templates that are flexible to be adapted to any use case, look professional and carry the brand’s voice and tonality.

All agents, especially Sales agents should be trained on how to properly request a conversation with prospects on chat and marketing team should put thought into the first sales chat messages their agents should use.

Examples

Here are some examples of Conversation Starter templates a business can use:

Hi {{1}},
{{2}} here from the EdgeCX Team. Requesting a conversation regarding {{3}}.
Please respond when convenient.

Hi Ankita,
Rohit here from the EdgeCX Team. Requesting a conversation regarding your application to the course. Please respond when convenient.

Hello {{1}},
Good {{2}}. Hope you are doing well. 
{{3}}

Communication ID: {{4}}

Hello John,
Good morning. Hope you are doing well.
I’m reaching out to you regarding the sales order. Let’s chat here when convenient.

Communication ID: BBC321

Useful Tips:

  1. Personalise utility templates with first names.
  2. Use at-least 2 variables in a template to increase chances of approval.
  3. Add flexible variables where you can type your intent when sending the message.
  4. Use DashCX’s Default Parameters to auto-populate variables when sending 1-2-1.
  5. Use Communication ID parameter to increase chances of approval.