RiTA's new Conversation Sequences let you have a series of hyper-personalized conversations with your contacts over time, helping you nurture your relationships, build trust and maintain consistency in prospecting.
To use RiTA's Conversation Sequences, you will need to create/edit the SMS Conversations or Single Emails that RiTA will send.
To begin, click on the Action Templates icon on the left hand side menu.
You will see the all of the Templates that you have Access to, which will include all of the default RiTA Templates.
It is recommended that you select Duplicate and copy the default template already provided, as this will allow the Merge Fields to be added automatically (merge fields are sections of text that automatically pre-populate specific details for you). To duplicate the Default Template, click on the 3 small dots to open up the More Menu where you then have the option to View/Edit, Duplicate or Delete this template.
The first part of the Edit Template screen is setting the Template Name
If you need this template available for anyone else in the office, please ensure you edit the Accessbox. If you want to provide everyone with access, select "Anyone" from the drop down box. By default, the access will be set to whoever has created/duplicated this Template.
If the template that you are editing is topic-based (has Merge Fields that require topic data), the Template will require a Topic Restriction to be set.
For use in a Conversation Sequence, we want to focus on the SMS Conversation & Email (HTML) Template Content.
To edit the default SMS Conversation select the SMS Conversation option in the left hand panel. Then click the Edit Conversation button in the middle of the screen.
This will open the SMS Conversation Flow editor.
In the top right of the Conversation Flow screen, there is a Settings button for configuring the way that RiTA will handle certain situations.
Do not send to contacts who have been sent this conversation before
This setting will configure RiTA to only ever have this conversation with a contact once. Even if it is used in multiple different Automations, RiTA will only ever use this once.
Only reply when RiTA has a high confidence she has understood the message.
If RITA isn't sure what the correct response to a message is, she will escalate it to a human for them to take over the conversation.
Topics to Avoid
When RiTA is having a Conversation, if she detects any of the following topics, she will escalate the Conversation to a human: death, marital/relationship issues, illness, and vulgar language.
You can add additional keywords to trigger RiTA's escalation.
If RiTA detects the keywords "stop" or "unsubscribe" during a Conversation, she will automatically mark the Contact as Do Not SMS and optionally send an reply to acknowledge the Contact's unsubscribe.
You can modify the SMS acknowledgment that RiTA will send, or turn it off.
Provides a JSON editor for changes.
Most automation templates will come with messages already configured. The messages in Blue represent the messages that RiTA will send to your contact. The messages in Grey represent the conversation conditions. Follow the arrows to follow the flow of the conversation that RiTA will have with your contacts.
To edit a message click anywhere in the blue box and this will bring up the Edit Message menu on the right hand side as below.
1.In the first box you are able to edit the message that RiTA will send
2. Search for merge fields that you can use in your automation
3. Enable Smart Skip for RiTA to skip messages if she sees the contact has already given their email address. Enabling Smart Skip skips the message it’s enabled on. For example, if you have a message saying “confirm your email address”, enable Smart Skip to skip to the next message if RiTA detects the email address has been supplied in previous messages. The Smart Skip setting is not available for Message 1 - since it can't be skipped.
4. Update the assignee for any follow ups that RiTA assigns from the conversation.
5.Change the timeout hours for messages in the Advanced Settings
6. After you have finished making all the changes you wish, hit the x button on the top right of the edit panel, and this will save the message.
Now that you have finished editing the message let's set up some conditions to control the flow of the conversation.
Click on the Add button underneath the Message 1 to add a condition
Select one of the following conditions
If reply contains - RiTA will look out for the keywords anywhere in the reply
If reply is exactly - RiTA will look just for a specific reply
All other replies - Any reply that does not contain any of the other conditions
Follow the arrow and you will see the condition for the message. To edit the keywords click on the condition.
On the right hand side you will see the condition settings, here you can change:
The Condition type, the keywords and which message the conversation flows to.
If you want to delete a condition click on the red bin icon, otherwise close to save the changes you have made.
To add another message click on the Add button in blue. To change the conversation priority click the arrow buttons.
Once you have created your Conversation click the Save button on the top right hand corner of the screen.
Now your SMS Conversation template is ready to be used in a Conversation Sequence. For more information on configuring these, check out our Conversation Sequence help article.
If, at any stage, during the creation of a Conversation Flow, you would like to test your Conversation, you can do so. In the top right of the Conversation Flow screen, there is a Test button for having a simulated Conversation with RiTA.
By writing a message in the Compose SMS box and sending it, you will trigger RiTA to check your reply against the Conversation Flow and reply as-if it was a real Conversation.
To edit the default SMS Conversation select the Email (HTML) option in the left hand panel. Then click the Edit Email button in the middle of the screen.
This will open the Single Email editing screen. On this screen, you can edit the Email Details, such as the Subject and Design of the email. You can also send a test email to check that the email appears as you expect.
To edit the Design of the email, click on the Preview & Edit Design button.
This will open the email Preview & Edit Design screen. From here, you can use the designer tool to modify the email design and content to contain your desired information.
Once you are happy with the content and design of the email, click the Save & Close button in the top right. We recommend sending yourself a test email on the Single Email editing screen to ensure that the email appears as you expect in your inbox.
Again, once you are happy that the email is working as expected, click the Save button.
Now your Email (HTML) template is ready to be used in a Conversation Sequence. For more information on configuring these, check out our Conversation Sequence help article.