February 2024

Conversica Tip 08: When To Reply As Assistant

Three Scenarios to Use Reply As Assistant

In today's competitive marketplace, establishing genuine connections with your customers is paramount. That's where Reply as Assistant steps in, where reps can discreetly intervene in a conversation without breaking nurture flows between your assistant and the lead. Here are three common scenarios we recommend using Reply as Assistant:

1. The lead states they need additional support, but the conversation status is completed.

When your digital assistant's job is done but the customer needs more attention or contact, use Reply as Assistant to step in to transition the conversation, ensuring continuity and preventing any dropped dialogues. This feature empowers you to maintain the momentum of your interactions, delivering exceptional customer service every step of the way.

2. The lead asked your assistant a question that is beyond their ability to answer.

While your virtual assistant is capable of answering certain questions, some questions may need some expert intervention.  For those tricky questions beyond your AI's expertise, easily switch to a rep to provide the right answers and maintain customer satisfaction.

3. The lead doesn’t remember why they are being messaged.

Everybody has been there – sometimes we’re clicking around filling out forms and the next day, we forget what we did. When this occurs, use Reply as Assistant to jog the lead's memory about past conversations or lead actions they might’ve forgotten, enhancing their overall experience.

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