Reminders

Reminders is a feature that can be set up for cases where a request is sent to a Lightico room and the customer does not complete their journey at that time. If a request has been sent by text, a reminder can be configured and sent automatically via text. If a request has been sent by email, a reminder can be configured and sent automatically via email. The default setting allows the customer to complete their journey within 7 days. The reminder will be activated only when a session is initiated via Start Conversation (as opposed to Pre-Plan Conversation).

 

To set up reminders, first access System Settings, Features and enable Reminders.

 

 

 

 

 

Once enabled in Features, scroll down to Reminders where the following settings are available:

Days: determines which day/s of the week reminders will be sent.

Delay Start: the time period from after the request being sent to the Lightico virtual room, until the customer receives the first reminder. For example, if the customer talks with an agent at 12:02 and at 12:03 the agent sends a request, the delay start feature is the waiting period, in hours until the first reminder is sent. If Delay Start is set to 2 hours, the customer will receive a reminder at 14:03.

Email Subject: this is the wording of the email reminder message.

From time: the start time from which a reminder may be sent.

Repetitions: the total number of reminders the customer will receive.

SMS Content: the wording of the text reminder message.

Time zone: customizable to your geographical location.

To time: the final time which a reminder may be sent in relation to the parameter From time.

  

As with most of the settings, Reminders can be configured for the system profile and also customized for teams. If not activated, team behavior will follow the system profile settings.

To set up Reminders for Teams, first access Teams, select the team to configure, enable Reminders.

 

 

Once inside the specific team, enable reminders settings:

 

Days: determines which day/s of the week reminders will be sent. 

Delay Start: the time period from after the request being sent to the Lightico virtual room, until the customer receives the first reminder. For example, if the customer talks with an agent at 12:02 and at 12:03 the agent sends a request, the delay start feature is the waiting period, in hours until the first reminder is sent. If Delay Start is set to 2 hours, the customer will receive a reminder at 14:03.

Email Subject: this is the wording of the email reminder message.

From time: the start time from which a reminder may be sent.

Repetitions: the total number of reminders the customer will receive.

SMS Content: the wording of the text reminder message.

Time zone: customizable to your geographical location.

To time: the final time which a reminder may be sent in relation to the parameter From time.

 

 

Was this article helpful?
0 out of 0 found this helpful