Kickstarting Conversica: Rep Level Users

Overview  About this Course 

✨ Welcome to Kickstarting Conversica for Rep Level Users ✨ 

This video series will help get you up to speed with the benefits, functions, and alerts of the platform.

Who should take this course? 

This course was created for all representative level users that will be using or working closely with Conversica.

This course includes key Conversica Information including: 

An introduction to what Conversica is and how it will help your workflow. How Conversica can fit into your current process using the Conversica 4 P's. What alerts you will receive, what they mean, and what to do when you get an alert.

Let's get started by learning about Conversica with this short video  

Now that you have a baseline understanding of what Conversica can do for you and your team, let's dig a little deeper... Please note that some of our documentation (like this video) contains 

terminology such as "IVA" or "Intelligent Virtual Assistant", and "RDA" or "Revenue Digital Assistant". These terms are referencing the same thing - your Conversica Assistant! Today, we prefer using the term "RDA" or "Revenue Digital Assistant".

How will Conversica fit into my day to day?  Day in the Life of a Rep 

How will Conversica fit into my day to day?  Learning more about Lead Statuses 

Lets dive a little deeper into Lead Statuses 

The Lead Status tells you the current state of a lead. Statuses help you to know when a lead is interested and ready for contact, as well as when a response needs review or additional follow-up after a conversation. 

Here are definitions of the 3 main lead statuses we will focus on: 

Hot Lead: The lead has expressed interest and is ready for contact by a representative. Use this field to run reports to see what leads are currently Hot and ready for contact. A lead will remain Hot until we follow-up and hear if they have any additional questions or have been helped. 

Lead to Review: The lead’s reply needs to be reviewed to determine your representative’s next action. Conversica will no longer message this Lead. This status is applied in situations when the lead provides an automatic reply, states confusion to the outreach, or would like to interact in a way that is outside the goal of the conversation. 

Further Action: The lead responded that they have further questions or that they were not contacted by the representative. If the representative can take action regarding the lead’s needs, Further Action is applied. The lead is still in need of information and information provided by the lead is relevant for the representative to know. 

How will Conversica fit into my day to day?  RDA to Sales Handoff 

Watch this video to learn more about how the RDA plays a pivotal role in uncovering and cultivating interested leads before handing them off to you! 

Download Video 

Alerts & Notifications 

Alerts & Notifications  Live Email Alerts 

Let's go over live email alerts: 

Your Revenue Digital Assistant™ will email you live alerts as soon as they receive a response and determine the next best action. Your manager may also be cc'd on these emails, based on their alert settings. Email alerts show you key details about the lead, your Revenue Digital Assistant's most recent message, and the lead's response. 

Alert Subject lines 

To help you best prioritize which leads to act on, the subject lines of your alert will include the: Lead’s current status Interpreted response (if applicable) 

Lead’s name 

Alert Layout 

Email alerts show you key details about the lead, your Revenue Digital Assistant's™ most recent message, and the lead's response.

See the image below in reference with this list: 

1. The lead's current Lead Status. 

2. The intent of the last message your Assistant sent to the lead. 

3. The last message your Assistant received from the lead. 

4. What your assistant will do next. 

5. Primary action button: View Conversica Lead Profile will always be visible. If you utilize the Salesforce integration, the option to view the lead in Salesforce will appear here as well. 

6. Secondary action buttons: Stop Messaging, Skip to Follow Up, Reply as Assistant, and Add Note will be available depending on user permissions and the lead's current status. Once an action is selected, you will be directed to the New Lead Profile page where you can perform the action. 

7. Key lead details depending on what information is available in the Lead Profile. 

8. Give AI Feedback: If you disagree with the way your AI Assistant handled a response, click this link to submit AI Feedback to have the response reviewed. 

A few important things: 

If your email provider has turned off the ability to download images, some of the images or logos in our alerts may not appear. If you notice images missing, please review your provider's image settings. If you select Stop Messaging, you will be directed to the Stop Messaging action confirmation page. You must be logged into the Dashboard to be able to provide AI Feedback through the link in this email alert. Best Practice Alert �� Utilize the "view Lead Profile" button to ensure you are up to date on the full conversation history your lead has had with your RDA, prior to your outreach. They likely have already shared some valuable context within their engagement with your RDA, including the best method to reach them (perhaps they prefer email), questions or details they have shared that you can prepare for, or even additional new contacts that may be involved in the decision process. 

Also, you can expand any and all messages by clicking on the green tile (lead responses) or blue tile RDA message). 

Next, let's go over Daily Digests: 

Conversica's Daily Digests are daily email summaries for yesterday's leads that require action.

There are three types of daily digests: 

1. Hot Leads 

2. Leads at Risk 

3. Leads to Review. 

Each of these lead statuses requires further action from the representative to make contact with the lead. 

A good rule of thumb is to work through the daily digest as a daily to-do list to make sure every lead that needs contact is followed up with. 

The Daily Digest email will display... 

The total number of Hot, At Risk, or Leads to Review from yesterday Lead information for each lead including name, contact information, and the last response to Conversica Links to Reply as Assistant and submit Feedback Daily digest emails are sent daily at approximately 800 a.m. If there are no Hot Leads, Leads at Risk, or Leads to Review from the previous day, the corresponding daily digest email will not be sent. 

Search for answers in the Conversica Help Center! 

Conversica’s Help Center is a place to find knowledge articles when you need solutions fast. Help Center articles cover frequently asked questions and common support inquiries. Topics include Dashboard features, settings & permissions, and troubleshooting tips & tricks. Before you get start exploring, check out our Help Center User Guide. 

Recommended Articles for you! 

Sending Replies as Your Revenue Digital Assistant 

Taking the action to Forward from your Assistant 

How to Provide AI Feedback 

Alert Settings 

Want to ask questions? Connect with other users? Upvote product suggestions? 

Join in on the Conversica Community! 

The Conversica Community is a dedicated space for customers to connect with their peers, join discussions, share industry best practices, and learn new ways to elevate their business with Conversica. It is a place where customers and Conversicans can create or comment on posts, ask questions, provide answers, and share ideas. 

There is a variety of different topics within the community that allow our community of users to find the areas that interest them or submit their ideas for new features or products. 

Reaching out to Customer Support 

Still can't find what you're looking for or need further assistance? Conversica customers may contact our top-notch Customer Support team for assistance. 

Support Hours: MF 600 AM to 600 PM Pacific Time and Sat-Sun 700 AM to 400 PM Pacific 

Email: support@conversica.com 

Phone: 1 888 6337738 

Help Center: https://help.conversica.com/hc/en-us/requests/new 

In-App: From the Dashboard: Click the ? at the top of the dashboard and then click Contact Support. 

Wrap Up  Conclusion & Survey 

Congratulations! 

You've completed the Kickstarting Conversica: Rep Level Users guide! 

To continue expanding your knowledge and skills, we encourage you to explore the 

Conversica Help Center, connect with other users in the Conversica Community and take other guides, paths and webinars in our Academy (you're already here, why not?)

Keep up the good work!