How to Configure AI Chat Prompts

Set Up Your Dynamic AI Chat Prompts

Warmly's AI Chat sends two preliminary messages to prospects visiting your website on your behalf. In an attempt to seem human, Warmly has implemented a delay of about eight seconds before the first AI Chat message is sent, followed by a delay of about twelve additional seconds before the second AI Chat message is sent.

To set up Warmly's AI Chat prompts, enter your Warmly dashboard and find the Warm AI Chat feature within the Settings tab. From here, make sure that the 'AI generated' toggle is turned ON, and click the 'Edit' button to continue.

You will then see a playground pop up where you can test out prompts for AI generated messages that will automatically be sent on a rep's behalf by clicking the 'Preview' button. This will display example messages based on the level of identification that Warmly provides (unidentified visitor, known company, known visitor + company). Once you're happy with your prompt, click 'Save'.

Set Up Your Static (Fallback) AI Chat Prompts

Be sure to fill in the static prompt for 'If AI Chat is not available'. This is the message that will be sent if, for whatever reason, Warmly's integration with ChatGPT fails, ensuring that you will never miss sending messages to high intent prospects visiting your website.

Additionally, if you turn OFF the 'AI generated' toggle, Warmly's AI Chat will send static messages to prospects based on this fallback prompt. This can be helpful when you want to tailor your messaging very specifically to the prospects visiting your website.

Note: be sure to set up your prompts for both the first and the second message sent to prospects!

Variables About The Visitor You Can Use To Personalize

When a visitor visits your site and Warmly can identify the company. Warmly first scrapes the home page of your site as well as the site of the visitor who's visiting your page. Warmly then enriches the firmographic information about your company and the visitor's company. If the contact is known then Warmly also enriches information about the contact. It uses this to create a new chat context that you can use when crafting a AI Chat Prompt.

Consider the three states of visitor reveal when creating the prompt

Unknown
You know the company (~60% of site traffic)
You know the person (~6-10% of site traffic)

Attributes you can personalize by visitor state

Unknown:

Most recently visited page URL (but not the page contents)
- Ex: "...Mention the page the visitor is currently on..."

Company:

Company Homepage:
- Ex. Ex. "Say hey, if you know the visitor's company, make an observation about the visitor company's website. Then ask a question that starts with "need any help with" about how [Your Company] can help the visitor's company. Do it in 20 words or less. Do not ask more than one question."
Company Name:
- Ex. "If the company name is known, include it in your response..."
Company Domain
Company Location
Company Description
- Ex. "Say hey, if you know the visitor's company, say "I saw that..." and summarize what they do in 5 words. Then ask a question that starts with "need any help with" and include your company's offering. Do not ask more than one question. Do it in less than 20 words."
Company Founded Year
Company Employees
Company Category
Company Industry
Company Sub Industry
Company Timezone
Company Employee Count
Company Tech Stack

Person:

Everything in Company plus:

Name
Email
Role/Title
- Ex. "Say hey, their name (if you have it), and..."
Location
- "Ex. "Write a joke about the visitor's location in 10 words or less."
Bio
Seniority

These attributes are typically sourced from LinkedIn

Variable Limitations

Cannot customize by CRM fields (yet)
- Ex. "Pull information about the contact from our CRM to contextualize..."
Cannot customize by engagement with other tools (yet)
- Ex. "Mention any emails they responded to from outreach."
Cannot customize by historic website activity (yet)
- Ex. "If this is not their first visit to the site..."
Cannot extract info about contents on the page (yet)
- Ex. "Summarize the contents of the page they are currently reading in 15 words to..."

Best Practices for AI Chat Prompts

When you first sign up with Warmly, your pre-filled prompts will be very basic prompts generated by the Warmly team. In many instances, these prompts will satisfy your team's needs, and nothing will need to be changed. That said, we've included below a set of best practices for your team to consider when using Warmly's AI Chat feature.

Keeping the messages human

Warmly recommends that you keep the AI-generated messages short, casual, and less than 15 words to emulate real human messages. Include examples of messages you would send to embed your voice.

Say hey, their name (if you have it), and make a comment about the page the 
person is currently on. Don't say "Need any assistance".  

Keep it to 15 words or less. Keep the tone casual. Lowercase the first letter
 in the sentence. Don't include any notes, disclaimers, or error messages.
 Don't include any quotations. 

Examples of text to use: 
1. hey Steve! Saw you're on our pricing page. LMK if you have questions? 
2. hey Steve! Saw you're on our case studies page. Anything interesting? 
3. hey Steve! Saw you're checking out our blog page. What do you think?

Including a calendar link in the second message prompt (static)

Warmly recommends in many cases that your second message is a static (not AI-generated) message that includes a calendar link. This ensures that prospects have a very easy CTA in all engagements with AI Chat, leading to an increased number of qualified booked meetings.

just wondering... what prompted you to check us out? want to book a
 meeting? [insert calendar link here]

This article was written by the Customer Success team at Warmly. Please feel free to reach out to your CSM directly or [email protected]