Customizing Conversation Timing & Attempts

Customizing Conversation Timing & Attempts  Guide 

Overview 

Each Conversica conversation has a cadence designed to ensure contacts receive the right messages at the right time. At times, you may want to adjust the timing and attempts of a conversation's cadence depending on your business processes or the specific needs of your audience. With the Schedule Editor, you have the flexibility to edit the timing between attempts or removing specific attempts altogether. 

 

In this course, you'll learn how to: 

1. Access and Navigate the Schedule Editor 
2. Adjust the timing for attempts. 
3. Skip an attempt. 

 

Customizing Conversation Timing & Attempts  

Understanding Conversation Timing and Attempts 

Each of your RDA's conversations have a default cadence. A cadence is a sequence of message timing and attempts designed to ensure contacts receive the right messages at the right time. 

Review some helpful definitions of key terms used in this training below: 

 

Timing 

The delay between when each attempt is sent. 

 

Exchange 

The messages sent from the Revenue Digital Assistant™, written to gather responses that support the conversation's overall objective. 

 

Cadence 

A sequence of messages and the timing between attempts in a specific exchange. 

 

Attempt 

The RDA’s effort to engage a lead with a message. 

 

The Schedule Editor grants flexibility to edit the timing between messaging attempts, or you can remove specific attempts to shorten an exchange. 

 

Here's a scenario: 

Your company will be hosting a webinar to announce your new product line. You want your Revenue Digital Assistant to follow up with the registrants using the Webinar Follow Up conversation to see if they are interested in speaking with a representative about your new product offering. 

But you don't want your RDA to message registrants too soon because your Marketing team will be sending all registrants a copy of the webinar recording after the webinar concludes. The following day, they will send a promotional email regarding a special offer on your new product. That's a lot of communication in a short period! 

How do you solve this problem? By using the Schedule Editor, you can edit the cadence of the Webinar Follow-Up conversation to delay the first exchange and schedule it to start one day after the promotional email. This means that your RDA's attempts to set up a call with a representative and your Marketing team's communications are not competing for your contacts' time and attention. 

 

Standard timing: 

 

Customized timing created with the Schedule Editor: 

To learn more about the Schedule Editor feature, check out our Editing conversation cadence with the Schedule Editor Help Center article 

 

Customizing Conversation Timing & Attempts  How to Customize Timing 

Before trying to access the Schedule Editor, you must have permissions granted. To confirm you have access, review your Profile in the Conversica Dashboard. If you do not yet have access, follow the steps here. 

 

Accessing the Schedule Editor 

1. Open the Conversation Editor. 

2. Select a conversation to edit. 

3. To edit a specific Contact List, select the desired list from the drop down. 

4. Click Review/Edit to open the Messaging View. 

5. Click Timing to view the messaging cadence. 

Before you start customizing....review existing delays! 

Any edits that you make in the Schedule Editor will override previous customizations created by other users on your account or internally by the Conversica Success team. Previous customizations may have been made when: Other users on your account with permission to make edits in the Schedule Editor 

adjusted the cadence of an exchange. You or a member of your team worked with your Conversica Customer Success Manager and the Customer Support team to implement a cadence change or delay before July'21.   

 

You can identify whether an exchange is customized in a few ways: 

Delays between attempts A gray exclamation point will appear next to the edited delay, indicating that custom timing has been applied. 

Skipped attempts: The removed attempt will be grayed out and will be labeled as Skipped. 

Customizing Conversation Timing & Attempts You can use the Schedule Editor to make two types of adjustments to an exchange. You can: Adjust the delay between attempts Skip a specific attempt 

 

Adjusting the delay between attempts 

From the Conversation Editor, navigate to the specific conversation or contact list that you wish to edit. 

1. Hover over the exchange you want to edit and click Review/Edit to open the Messaging View. 

2. From the Messaging View, click Timing. This displays the number of attempts in the 

exchange and the delays between them. 

3. Select the delay you wish to edit by clicking the delay window. 

4. Create the delay by entering your desired time and unit (minutes, hours, days). 5. Click Apply. 

Once applied, it will update the timing tab in real-time to reflect the newly edited delay. 

Customizing Conversation Timing & Attempts  If you wish to customize additional exchanges to customize the cadence for an entire conversation, return to the conversation view to edit the additional 

exchanges. 

 

Customizing Conversation Timing & Attempts Skipping an attempt 

Suppose you want to make your AI-powered assistant's cadence more passive. In that case, you can use the Schedule Editor to skip attempts in an exchange, which will reduce the number of times the AI-powered assistant attempts to send a specific message to an unresponsive lead. 

From the Conversation Editor, navigate to the specific conversation or contact list that you wish to edit. 

1. Hover over the exchange you want to edit and click Review/Edit to open the Messaging View. 

2. From the Messaging View, click Timing. This displays the number of attempts in the 

exchange and the delays between them. 

3. Click on the attempt you want to skip. 

4. Click Skip. 

Once applied, it will update the timing tab in real-time to reflect the skipped attempt. 

Review our best practice on Skipping attempts and the impact on Hot Leads for important considerations before skipping multiple attempts or skipping attempts 37.

 

Customizing Conversation Timing & Attempts  Additional Resources 

Now, you are ready to edit your conversations timing and attempts with the Schedule Editor. 

For more information on the feature includes FAQs and best practices, review the Editing conversation cadence with the Schedule Editor article in our Help Center.