Conversations is available on all plans levels and can be purchased as an add-on to your account.
In this article:
- Create contacts from chat
- Create contacts from inbound emails
- Update contact fields
- Customize the Visitor Detail Pane
- View and create deals
- View ecommerce order information
- Can I email contacts created from Conversations?
- What happens to visitors who leave a chat before they submit an email address?
- Why do some of my contacts have social media links?
Create contacts from chat
You can use the Capture Form to collect information from visitors when they initiate a chat with you. This Form will appear in the chat widget and will allow you to collect the following information:
- Email address (required)
- Phone number (optional)
- Organization (optional)
- Full name (optional)
Once the email address and other pieces of information are collected, a contact profile will be created for the visitor in your ActiveCampaign account. All interactions will be stored in the Conversations unified inbox and on contact profile pages under the Conversations tab.
While visitors will need to submit their email address in order to be added to your ActiveCampaign account as a contact, they are not required to complete any additional fields that you supply in the form (phone number, organization, full name).
The Capture Form may have been enabled when you set up Conversations on your account. If this step was skipped during the initial setup, you can always go back to your Conversations Settings and turn it on. To do so:
- Click “Settings” in the left menu, then click “Conversations.”
- Click the “Messages” tab.
- Set the toggle for the Capture Form to “On.”
The Capture Form will appear after the auto-reply message (if using) in a chat conversation.
You’ll see a preview of how the Capture Form will look in the chat widget:
Once a contact submits their email address through a chat, you can add them to an automation using the “Submits Form” trigger. Note that if the email address already exists in your account, a duplicate contact record will not be created.
You can use prebuilt automations specifically for contacts created from Conversations. These can be accessed in the automation recipe modal that appears when you click "New Automation." You can use these recipes to:
- Send a follow-up message
- Create a deal
- Add to a custom Facebook Audience
- Add a tag to all contacts or to new contacts
- Add a local tag based on geographic location
- And more
Create contacts from inbound emails
An inbound email is a single unique email address that will route emails into your Conversations inbox. With this email address, you can forward emails from your personal email client and collect replies to campaigns and automation emails.
When you receive an inbound email from an unknown email address, we’ll create a contact profile record for them in your account. The conversation will appear in both the unified inbox and on the contact record under the “Conversations” tab.
Note that there is no automation trigger for contacts created from a Conversations email.
Update contact fields
When you open a conversation, you'll have the option to update contact custom fields as well as the following fields:
- First name
- Last name
- Email address
- Phone number
- Job title
These fields will appear in the Visitor Detail Pane on the right side of your screen. To update any of these fields for a contact, click the field value in the visitor details pane. A dialog box will open. Type the new value for the field then click the "Save" button.
Any updates made to these fields will be reflected on the profile record for the contact.
Customize the Visitor Detail Pane
Each agent on your team can customize their own view of the Visitor Detail Pane by adjusting the visibility and order of a known visitor's contact fields. These customizations are specific to each agent and will save when ever the agent logs off. Customizations that an agent makes will not affect the order and visibility of contact fields in other parts of the ActiveCampaign platform.
Show/Hide Fields in Visitor Details Pane
Each agent can show or hide specific fields or entire field groups in the Visitor Details Pane.
1. Click the gear icon in the "Contact Fields" widget.
2. Click the eye icon for a field or field group you wish to hide. Once a field or field group is hidden, there will be a slash through the icon.
3. Click the eye icon with the slash for any field or field group you wish to show.
4. Click "Done" when finished.
Reorder contact fields in the Visitor Detail Pane
Each agent can reorder contact fields or entire field groups in the Visitor Detail Pane.
1. Click the gear icon in the "Contact Fields" widget.
2. Click the field or field group you wish to move and drag it to the desired spot in the Contact Fields widget.
3. Click "Done" when finished.
View and create deals
If you have a Plus, Professional, or Enterprise account you and your agents can create new deals for known visitors. In addition, you'll see an overview for any deal associated with a known visitor. The deal widget will appear in the right panel of the unified inbox.
To create a new deal for a visitor:
1. Click "Add a Deal."
2. A modal window will open. Complete the fields in the modal.
3. When finished, click the "Add Deal" button.
Note that it's not possible to edit deal information from the unified inbox at this time.
View ecommerce order information
If you're using the ActiveCampaign ecommerce integration with Shopify, WooCommerce, BigCommerce, or Square, you and your Conversations agents will see an overview of a known visitor's order history. If you are using Shopify or WooCommerce, you will also see previous abandoned cart information. This information will dynamically appear in the unified inbox when a conversation is opened with a known visitor. If a visitor does not have any purchase history with your connected store, this information will not appear.
Ecommerce order information displayed includes:
- Ecommerce logo and connected store name
- Total revenue
- Total orders
- Average order value
- Order number
- Order date and time
- Order status
- Number of products purchased in the order
- Items included in the order
- Order total
Note that the information displayed will default to the most recent order for the contact. You can click the order dropdown to view other orders for that contact.
For example, if the visitor is logged into a page on your site, you may be able to identify them after they log in. Once their email address is passed to the code, any message they send will be associated with the contact matching that email address.
Can I email contacts created from the Capture form?
While contact records are created when visitors submit the Capture Form, they are not considered opted-in contacts and are not added to any email marketing lists. This is because they have not explicitly provided their consent to receive marketing communications from you.
If you wish to invite the contact to subscribe to your list, you can supply a link to your online subscription form to them via chat or add them to an automation that sends a follow-up email and includes a link to your subscription form. Note that this follow up should be treated as a transactional email and should only relate to the discussion you had with your contact.
What happens to visitors who leave before they submit an email address?
The chat widget code you place on your site also places a tracking cookie on site visitors. If they initiate a chat and leave without submitting their email address, that conversation is still captured and stored in your Conversations unified inbox. If the visitor comes back within 30 days and does not clear their cookies, we’ll associate that visitor with their previous chat. If they submit their email address, a contact profile page will be created for them and their interactions will be listed on their record.