Configure Concierge for a journey

This article assumes that you’ve already onboarded with Attentive Concierge™ and understand how Concierge works. If you haven’t yet, you may want to check out the following before proceeding:

By default, subscriber replies to your journey messages are automatically forwarded to your Concierge agents. Once received, Concierge agents engage subscribers in conversation, answering product questions, giving new product recommendations, and giving subscribers great conversational experiences.

You can control two Concierge settings for individual journeys:

Whether or not Concierge is enabled

When Concierge is enabled for a journey: Any subscriber reply to any message sent with that journey is forwarded to your Concierge agents.
When Concierge is disabled for a journey: No subscriber replies are forwarded to your Concierge agents.

Which offers Concierge agents can send to subscribers

Concierge agents can send subscribers any offer that you set in the Settings tab of Concierge. Optionally, you can set different offers on a per-journey basis. When an offer is added to an individual journey, only that offer can be sent by Concierge agents.

Note that you can also set whether or not subscriber replies to your campaign messages are foerwarded to your Concierge agents. To learn more, check out Understand which messages are sent to your Concierge agents.

Important note: The settings for an individual journey always take priority over global settings. For example, if you set an individual journey to allow agents to send offers, they can send offers regardless of your choices in the Concierge Settings tab.

Activate Concierge for a journey

Note that as with deactivating Concierge for a journey, you can only activate Concierge in active journeys.

To activate Concierge for a journey:

  1. Go to Journeys.
  2. Find the journey for which you want to enable Concierge, click the three dots, and then click View Performance.
    con-disable-view-performance.png
  3. Click Edit next to the Concierge bell.
    con-disable-Edit.png
  4. Check Enable Concierge.
  5. (Optional) If you want to allow Concierge agents to use offers for conversations that begin as a result of this journey, also check Allow agents to send offers and then create or select an offer.
  6. Click Save.
    Concierge is now activated for your journey.
    con-disable-save-enabled.png
    Note: Before you leave your journey, you should review your Send text message steps …
    con-disable-click-message.png
    to make sure they include each of the elements that make for a great Concierge message.
    con-disable-ce-edit-add-msg.png

Deactivate Concierge for a journey

By default, all journeys have Concierge enabled, and if a subscriber replies to a message you send with a journey, a Concierge agent will reply. You can deactivate Concierge for individual journeys if you don't want a Concierge agent to respond to subscribers.

Before you deactivate Concierge for a journey, you should know:

  • You can only deactivate Concierge for a journey after you've turned the journey on. If you want to disallow Concierge for a journey you haven’t turned on yet, turn on the journey, deactivate Concierge, and then return the journey to a draft or inactive state.
  • If you used a prebuilt Concierge journey, the Send text message steps automatically include copy designed to encourage subscriber replies. You should revise all of the Send text message steps to no longer invite subscribers to ask you questions or for help.

To deactivate Concierge for a journey:

  1. Go to Journeys.
  2. Find the journey for which you want to deactivate Concierge, click the three dots, and then click View Performance.
    con-disable-view-performance.png
  3. Click Edit next to the Concierge bell.
    con-disable-Edit.png
  4. Remove the check from Enable Concierge, and then click Save.
    Concierge is now deactivated for this journey. If subscribers reply to a message sent by this journey, it's not sent to a Concierge agent.
  5. Next, edit the journey message copy to remove Concierge references. Click Edit draft.
    con-disable-edit-draft.png
  6. Click one of the Send text message steps.
    con-disable-click-message.png
  7. Remove references to Concierge from your message. When you’re finished, click Save.
    con-disable-ce-edit-msg.png
  8. Repeat the above step for each Send text message step.
  9. When you’re finished editing message copy, click Turn on to relaunch your journey.

Set which offer can be used in a journey by Concierge agents

Before you get started with setting offers for journeys, there are some important details to keep in mind:

  • You can create special offers just for your Concierge agents to use, or you can use generic offers. You’ll have an easier time tracking offer usage if you create different offers for Concierge agents.
  • You can still include the {coupon} and {couponLink} macros in campaign and journey messages, regardless of your Concierge offer settings.
  • You can only change Concierge offer settings for active journeys. If you want to change Concierge offer settings for a journey, turn it on first.
    con-disable-turn-on.png
  • If you set an offer for agents to use in the Concierge Settings tab and you also set an offer for an individual journey, agents can on ly use the offer selected for the journey.

To set an offer for Concierge agents for a journey:

  1. Go to Journeys.
  2. Find the journey for which you want to attach a Concierge offer, click the three dots, and then click View Performance.
    con-disable-view-performance.png
  3. Click Edit next to the Concierge bell.
    con-disable-Edit.png
  4. Check Allow agents to send offers.
  5. Click Attach an offer.
    con-offers-attach.png
  6. Either select the offer you want Concierge agents to use or create a new offer. When you’re done, click Save.
    con-disable-save-enabled.png
    Your journey is now turned on, and Concierge agents are able to send your selected offer to subscribers in conversations that result from this journey.

Articles in this section

Was this article helpful?
0 out of 0 found this helpful