Being able to collect important pieces of information during the course of a chat conversation is crucial for marketers looking to use that information to customize their marketing experiences, and for sales reps to customize their continued outreach.
Data Elements allow Terminus Chat administrators to define critical pieces of data (fields) that your chat users can utilize in their conversations and to drive customizations in your Playbooks. For more information on using Data Elements in Playbooks, please see this article. These data points can be used to advance the conversation, route the chat to different reps, or tag the chat in a specific way.
Using 1st and 3rd Party Information to Customize a Chat Experience
Terminus Chat Experiences has access to information about the chat user that can be sourced from our native firmographic data, as well as information you have collected through your CRM, marketing automation system, or through tagging on your website. Using reverse IP lookup, and our B2B Account Graph technology, we are able to associate a chat user on your site to a specific organization or contact in your database.
Using Data Elements in Chat
Data Elements appear to your reps in the Chat Information Panel under Chat/Visitor Info. Each of the elements can be pre-filled via mapping with your CRM, from Terminus Data Studio, or in the event that the data is missing, the rep can input the detail manually.
Creating New Data Elements
Data Elements should be used by Chat administrators to show the most important details about your visitor to a rep when conducting a chat session, for routing the chat to the correct routing group, or as a means of customizing ChatBot responses.
To create a new Data Elements
- Navigate to the Data Elements & Tags page from the Admin menu, and select “+ New Data Element”.
- On the Data Element configuration screen, you will be able to define the input types you will accept in this field. Your options will include:
Depending on which input you choose, you will be filling out slightly different details when configuring your Data Element. First, you will want to name your Data Element by clicking on the Title.
For a data type of "Text":
- Select Type of Text
- Validation Regex is a technical coding term that allows systems to ensure that a response is given in the appropriate format. You will need to work with a technical resource to determine the right Regex statement for your validation needs.
For a data type of "Select":
- Select Type of Select
- Type in the options you would like the user to be able to select in the interface.
For a data type of "Number":
- Select Type = Number
- Place the minimum and maximum values you are willing to accept
- Provide the incremental steps that you would like the interface to present to users when arrows are selected in the rep interface.
- Your last step will be to determine the persistence of the data that you are presenting to the reps. This setting allows the administrator to decide how long a variable will live on beyond the conversation.
- For example, if a Customer Success rep is chatting with a customer about a specific support ticket number, you may decide that the ticket number is only necessary for the duration of the chat, and once the chat is concluded the detail will no longer be stored. You may, however, want to ensure that the account number is always present on the contact, and persists well beyond the interaction.
- Finally, you will have the option of using data collected from UTM codes embedded in your URL string to pre-populate information in the Data Element. For more information about UTM variables in Data Elements, please see this article.