Use Case: Targeting High-Intent Leads Automatically

Step 1: Define who you want to target

1. First, decide who should receive this proactive chat.
2. From the SalesIQ Dashboard, go to Settings > Automate > Triggers > New
3. Give your trigger a name and select the brand.
   
4. Set rules to identify high-intent visitors. Example: CRM Deal > Closing Date > is > This week / This month
5. Combine with Tags or other CRM fields or lead score if needed.
   

Pro tip: You can also target using lead score, number of visits, and more.

Note: CRM-based rules work only when SalesIQ can identify the visitor (via email, phone number, etc.).

Step 2: Decide when to initiate the chat

1. This is crucial. You don’t want to interrupt too early or too late.
2. Good options include:
1. When the visitor lands on any page.
2. When they click the chat widget.
3. When they perform a custom action. Example: Clicking a “Contact Us” button on your website.
3. For high-intent leads revisiting your site, a gentle nudge at the right time works best.

Step 3: Choose the trigger type

1. SalesIQ supports two trigger types:
1. Invoke JS API triggers (for custom actions like banners)
2. Send a chat invite
2. For our use case, simply choose Send a chat invite.

Step 4: Set chat timing and message

1. Avoid triggering instantly (under 1 second).
2. Don’t wait too long either.
3. A good balance: after ~10 seconds, or when the visitor interacts with the chat widget.
4. Personalize the message using dynamic text, such as the name. In our use case, we can go with. “Welcome back %visitor.name%! Would you like to connect with us for better assistance?”.
5. This makes the chat feel natural and relevant. Once done, test the trigger and save it.
   

Step 5: Route replies to the right operator

1. Go to Settings > Automate > Chat Routing.
2. Configure the same rules used in the trigger.
3. Assign the chat to the appropriate operator. For our case, CRM Lead Owner will be a better fit. 
   

Important: The CRM lead owner must be added as an operator in SalesIQ.

1. SalesIQ identifies them
2. A relevant message is triggered at the right moment
3. When they reply, the chat is instantly routed to their CRM lead owner

1. Faster responses
2. Better context
3. Higher chances of conversion
4. Improved customer experience