❓ Context: When should you recontact a customer?
Suppose you want to resume a conversation with a user, but your conversation closed automatically because the 24-hour inactivity limit has already elapsed. To communicate with your customer again quickly, officially, and without violating social media regulations, you must send them a Template.
⚙️ Step by step: Sending a recontact template
Step 1: Search for the customer
Go to the left sidebar menu and access the Customers module. Use the search bar in the upper right corner to locate the user by entering their name, last name, or phone number.
Step 2: Activate message sending
Once you have located the customer, go to the "Send message" button that you will find in the upper right part of the screen and click on it.
Step 3: Configure and send your template
A pop-up window will open where you must structure your message:
Select the template: Choose the format you need to send. For example, if the scenario is an incomplete sales attempt, you can select an "Abandoned cart" template.
Complete the fields: Fill in the dynamic variables that your template requires (e.g., the product name, the discount amount, and the promotion code you have to offer them).
Response assignment: Configure what will happen when the customer replies to you. You can select that this new interaction goes into the inbox of a particular group or that it starts with a bot.
Send: Once all the information is ready, click "Send". Done! You have created a new sales opportunity.
⚠️ Reassignment Rule
Important: Remember that those conversations that have already completed their management with a human and were returned "to the bot's side" must be reassigned to an agent first so that they can address them and trigger the template manually.
Revive your chats and recover sales! 🚀
Mastering template sending allows you to bypass the 24-hour limit and generate new opportunities for proactive recontact with your customers quickly and effectively. ✅