Conversation Editor Best Practices

Editing variables allows you to customize your messaging to fit your lead's background. Below are some tips on how to use the Conversation Editor to customize your messaging to its fullest potential.

To help support you in the launch of our most recent Custom Messaging mode, we have created specific best practices for those features: Custom Messaging Mode Best Practices

Be concise and clear

• Always strive for concise, clear, and courteous language to engage with the lead in an appropriate and natural manner.
• Engagement messages receive better results when it is short and simple. This way, you won’t lose the attention of the reader.
• Each variable has a different allowed character length in order to keep messages easy to understand.
• Make sure the variable you're using matches the description and intent of the variable.
• Review the Help Center article for the conversation you are using to see a list of the variables available on the conversation as well as the description and intent of each variable.

Make sure the variable makes sense with every attempt

• Once you have filled out the variables in the first messaging attempt, check through future attempts to make sure the variables will fit those messages as well.
• In the conversation editor, go through each attempt to make sure the variable matches the sentence structure to sound as natural as possible.
• If the variable does not make sense with a certain attempt, try removing or changing the wording of the variable so that the value is all-encompassing.
• There are instances where you can change a pronoun to make the messaging work depending on the objective. 
• Our available options for this will be listed in the "Available Flexibility" sections of our conversation Help Center articles.

Remember not every variable may be relevant

• Conversica's messaging is built to be flexible so that you can tailor your messaging.
• The variables are provided to tailor our messages to best align with your goals.
  • Enter values in the conversation editor to see how different variables can alter the message.
  • Note: A default is always provided if a variable is not needed.

Avoid using known spam triggers

• We have identified a list of spam triggers to look out for. 
• Avoid using these spam triggers in your variables, as they can negatively impact deliverability and engagement rates.
• Words in all capital letters, exclamation points, and symbols such as the dollar sign should be avoided at all costs.

Avoid typos and grammatical mistakes

It is important to remember that a variable will be sent to many leads. Any typos present in a variable will be sent every time a message contains that variable. Be sure to proofread your variables to ensure that no spelling mistakes or typos are present.

Specific Variables

Certain variables will have nuances that may need some clarity. 

Conversation Starter

This is the first line a lead will read in the email. Make sure it is brief. More often than not, the Conversation Starter should be used as an additional greeting. Save the specifics for the Informational Statement.

• Limit it to 100 characters. It's meant to be brief and used as your greeting and should not include any offerings.
• Offerings and specifics should be utilized in other variables like the product description and/or info statement.

Informational Statement

The Informational Statement is a single sentence that offers additional background on why you are reaching out to a lead or customer. This value should not exceed 200 characters. It gives more background and sets the tone for the conversation the lead will have if they are interested.

• Pain Point approach - state the possible pain points for the lead, then state how you can help.
• The Informational Statement should be used to talk up your brand and show how you can provide value to the lead. Make sure it is direct, clear, and concise.
• If your Informational Statement references a promotion, avoid mentioning any specific dates. The Informational Statement should not be date-specific because it could be sent out to leads after the end date for the promotion has passed.
• Make sure that the words and phrases you use in your Informational Statements aren't repeated within your own phrasing or elsewhere in the email. For example, if you wanted to include the phrase, "Please let me know if this is the right email," this phrasing would be repetitive, because the question that follows in the email also asks, "Is this a good email address to send information to?"
• Avoid asking questions in your Informational Statement or including any phrasing that could be answered like a question. This can cause your assistant to be less accurate because leads may answer the question in your Informational Statement instead of the question your AI expects them to answer. This can result in miscategorized leads.

Scheduling Link Variables

• For Auto Service conversations, when filling out a Scheduling Link variable, make sure your link includes http:// or https:// at the beginning of the link. 
• This allows the link to activate in our messaging. 
• Do not include links in any variables except for Scheduling Link variables.
• Links can hinder our messaging flow and decrease engagement. 
• Link variables should only be used the way our system is designed to handle them.