Create a LiveSMS™ sign-up unit

When you place a LiveSMS sign-up unit on your website, site visitors can opt in to messaging and get questions answered in real-time. If a visitor is on a mobile device, they can send a text to confirm their opt-in and start the conversation with a Concierge agent. If a visitor is on a desktop device, they can enter their number to opt in and a Concierge agent can initiate the conversation.

When the visitor opts in, they automatically enter a welcome journey. This can be your existing welcome journey or a LiveSMS-specific welcome journey. After they opt in to messages and enter the journey, Concierge agents can help create a personalized shopping experience with product recommendations, special offers, and unique customer service.

Create a LiveSMS mobile sign-up unit

1. On the Sign-up Units page, click + Create sign-up flow.
2. In the popup, click Choose template, then Continue.
3. In the Concierge LiveSMS - Mobile tile, click Start with template. The mobile unit opens with your Brand Kit styles applied.
   
4. Below Offer, select the offer you’d like to add when subscribers opt in (if any).
5. Below SMS Welcome Journey, select the welcome journey subscribers should enter when they subscribe to Concierge.
6. Next to Display rules, click Edit to configure when and where the mobile unit displays.
   If you’d like to make changes to the design, click Edit Design on the mobile preview.
   
   
   • Preview tooltip: Edit the text that appears before customers click on the mobile unit, and if or when it appears.
   • LiveSMS window: Craft the Welcome message and Headline that appear when a customer opens it. Below Display settings, configure when this window appears.
   • Legal language: You have the option to update the legal language that appears for this mobile unit. Our team will review any changes to the template legal language.
     
     
     Note: LiveSMS sign-up unit Timing must remain set to immediately. Don’t select other timing options, like on exit intent. LiveSMS sign-up units may not appear if other timing options are selected.
7. Click Save changes.
8. On the main configuration page, click Schedule and activate to schedule your sign-up unit.

Customer experience

After you create the LiveSMS unit, the unit appears on your website with a button and discount that incentivizes the site visitor to send you a text message. After the visitor clicks on the unit, the experience differs depending on the device they're on, and whether they’re a current subscriber.

Click on the images below to see the customer experience for mobile and desktop devices.

Mobile device experience:

1. When the visitor taps on the mobile unit to opt in to receive texts from your brand, their SMS app opens with a prewritten text. When they send the message to confirm their opt-in, it subscribes them to text messages from your brand.
   
2. The message is forwarded to a Concierge agent. The agent may help the subscriber with their order, provide product recommendations, or offer a special discount.
   

Desktop browser experience:

1. When a customer clicks on the desktop unit, they manually enter their phone number and click the button to receive a text from a Concierge agent. A confirmation message appears.
   
2. The Concierge agent sends them a text to initiate the conversation. If they haven’t already confirmed their opt-in to receive texts, the agent prompts them to do so by sending a Reply Y message.
   
3. The agent may help the subscriber with their order, provide product recommendations, or offer a special discount.

LiveSMS + sign-up units on the same page

You can set your LiveSMS unit to appear on the same pages as your existing sign-up unit. Neither unit interferes with each other, and only one unit expands at a time. First, the sign-up unit appears. Then, when the customer closes it, they see the LiveSMS unit. If both units are collapsed, customers can click to expand either of them.

Click the images below to see the customer experience for sign-up units and LiveSMS units on the same screen.