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AI Chat: Automating Warm Calling Using AI Messaging
AI Chat: Automating Warm Calling Using AI Messaging

Warmly's playbook for AI Chat, which enables your team to automate the initial proactive chat messages sent to prospects on your website

Maximus Greenwald avatar
Written by Maximus Greenwald
Updated over a week ago

Scenario

Your sales team uses Warmly to be notified real-time via a Slack alert when hot sessions are occurring on your website so that your reps can Warm Call those prospects and engage with them real-time while the prospects are at their hungriest. However, your team wants to ensure that your busy reps are not missing any warm leads coming to your website (you want to send initial messages to ALL of your warm leads!), so you lean into Warmly's AI Chat functionality to automatically send two engaging, contextualized messages to all of these leads.

If and when a prospect responds to the AI Chat's messages, your sales team will be directly notified in a Slack notification channel set up to just for AI Chat notifications. This is an immensely hot alert for your sales team given that you have a prospect live on your website who has engaged with the AI Chat, so your reps should enter the session immediately and finish the engagement with the prospect.

While AI Chat will pretend to be one of your reps (whichever rep you select while setting up AI Chat) and will send contextualized messages to prospects on your website (you can adjust the AI prompting to mention the page that the prospect is currently on, or call them by their first name or company name if known), it will never be as high converting as Warm Calling because it cannot perfectly mimic a real human. That said, utilizing AI Chat will save your reps time by automating the initial outreach to prospects on your website, looping the relevant reps in via a Slack notification only in the event of a response from the prospect.

Relevant Partners and Integrations

File:Slack Technologies Logo.svg - Wikimedia Commons

Datei:HubSpot Logo.svg – Wikipedia

Datei:Salesforce.com logo.svg – Wikipedia

Playbook: AI Chat on High Intent Pages

Creating and Integrating Your Slack Notification Channel for AI Chat Notifications

See Warmly's Creating Slack Notification Channels article to set up your Slack notification channel for this playbook. Warmly recommends that you name this Slack notification channel warmly-ai-chat-notifications.

Once you have integrated the Slack channel, you will need to add a Notification workflow in the Slack tab. See the screenshot below for exact details.

Setting Up AI Chat

Setting up and turning on AI Chat is simple, though there are some nuances that Warmly recommends in setup in order to optimize your AI Chat bot.

In the AI Chat tab, be sure to select a Default Warm AI Chat User. This will be the team member from your organization who the AI Chat bot is pretending to be (note that if you later add a video greeting widget instead of a static widget, this user should match the rep who creates the video greeting widget).

The AI Chat Prompt section enables your team to provide the AI Chat bot with messaging to send to prospects. Remember that Warmly's AI Chat will send two messages on behalf of your team.

By editing the AI Chat prompts, you are able to instruct Warmly's AI Chat on how to engage with your prospects. The Edit section is a prompting playground, enabling you to play around with different prompts and click 'Preview' to see how those prompts would be translated into messages to your prospects.

Warmly recommends the below message for the first prompt (message 1):

Greet the visitor. Mention their first name only (if you have it, if not just say hey), and make a comment about the page the person is currently on. Don't say "Need any assistance". Do not mention the name of the company that the visitor works at.

Keep it to 11 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?

Use only 1 emoji

Warmly recommends the below message for the second prompt (message 2):

The person visiting the website has not responded to your previous message. Write another message to this person to get them to respond. Do not greet the person or say "hi", "hey", or anything similar. Use 10 words or less. Make it extremely casual. Ask "just wondering, what prompted you to check us out?" Start the message with a lowercase letter.

Select the Triggering to choose which prospects you would like to receive AI Chat messages. If your team wants all prospects to receive AI Chat messages across all of your pages, choose 'Starts a session' and do not add any Segments or Conditions. For this playbook, Warmly recommends selecting the 'Lands on a page' trigger, with the following Segments and Conditions.

Segments:

Conditions:

  • Pathname to be any of your highest intent pages (pricing, case studies, demo, etc.)

Warmly's Chat Dashboard (Important!)

Warmly's Chat dashboard within Warm Reports grants your team an umbrella view of your chat history through Warmly. Using this dashboard, your team can easily see all missed chats (where prospects engaged with your AI Chat but your team did not engage back) and get back in touch with prospects with hyper-contextualized detail.

Warmly's Chat dashboard

An example of a high intent engagement with an identified visitor through Inbound Chat (the same would be true with AI Chat)

Customizations for your Settings & Brands

Warmly lets your team customize your Inbound Chat (and AI Chat) settings to provide an on-brand experience to your prospects.

Choose the default inbound chat user, which will be the rep on your team that Inbound Chat messages flow from (this is purely for aesthetic purposes)

Upload your company logo, or upload a Default company video (Warmly suggests uploading an engaging Default company video for increased engagement)

Set business hours where applicable (Warmly recommends selecting All days and times of the week to enable our chat to engage with as many prospects as possible, while providing them CTAs to book meetings or leave their email when reps are not available)

Turning Your AI Chat On

Turn your AI Chat on to start generating pipeline through capturing leads while they are hot on your website. Make sure that your sales team members are in the Slack notification channel for AI Chat notifications, and are taking action on all of the notifications that come in.

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