When Concierge is activated in a journey, subscriber responses in that journey are automatically forwarded to Concierge agents. This allows agents to enhance the customer experience by answering product-related questions, providing new product recommendations, and offering incentives. However, you can turn Concierge off, or add overriding offers for specific journeys.
Before you begin: In order to configure Concierge for a journey, make sure that the journey is already turned on.
Activate or deactivate Concierge for a journey
By default, Concierge is turned on for all journeys. Deactivating Concierge in a journey stops subscriber responses from being forwarded to Concierge agents. If you choose to deactivate or reactivate Concierge for your journey, make sure to review messages in your journey before turning the journey back on.
Follow the steps below to activate or deactivate Concierge for a journey.
- On the Journeys page, go to the journey you’d like to activate Concierge for.
- On the journey, click the three dots, then View performance.
- At the top of the journey, click Edit next to the Concierge bell. The Edit Concierge Settings dialog opens.
- Select the checkbox next to Enable Concierge to activate it in the journey. Deselect the checkbox to deactivate the journey.
- Click Save.
Review messages in your journey
After you activate or deactivate Concierge, we recommend reviewing the Send text message steps within it.
If you activated Concierge, you can optimize the copy for conversational experiences.
If you deactivated Concierge for a prebuilt journey, the Send text message steps include copy that’s designed to encourage subscriber responses. Make sure to revise this copy before deactivating Concierge.
Add an offer for Concierge agents to use in this journey
As you configure Concierge for a specific journey, you can add a unique offer for Concierge agents to use when they converse with subscribers in the journey. This offer overrides the offer you configured on the Concierge Settings tab.
Note: You can still add the {{offer.code}} personalization to your Send text message steps. The offer that you configure below will be for Concierge agents to use in this journey only.
Follow the instructions below to add a unique Concierge offer to your journey:
- On the Journeys page, go to the journey you’d like to activate Concierge for.
- On the journey, click the three dots, then View performance.
- At the top of the journey, click Edit next to the Concierge bell. The Edit Concierge Settings dialog opens.
- Mark the checkbox next to Allow agents to send offers.
- Click + Attach an offer. This offer will override the offer you configured for agents in Concierge Settings.
- Select from your existing offers, or create a new offer.
- After you add the offer, you can click the pencil icon to further edit it, or the X to remove it from the journey.
- Click Save.
After you save your changes, your journey is turned on and Concierge agents can send the new offer to subscribers who respond to this journey.