AutoMessage

Hyphenate Customer Engagement Cloud has launched the AutoMessage feature. By creating online automatic messages, you can proactively push product and event messages to target customers through app and web channels. This feature helps you better market your customers and keep them using your products or services.

AutoMessage has the following characteristics:

• Filtering for target customers: Filter customers based on their creation time, customer tags, and nicknames.
• Preset message and route: Set the message content and specify the team or agent to serve the customers.
• Scheduled sending: Set the effective period and time to send the message, such at 12:00 noon or 2:00 am.
• Effect review: Review the analytics about the messages, such as the number of messages sent, the number of messages received, the number of messages opened, and the number of messages replied to.

The AutoMessage feature is a value-added service. To activate it, please provide the tenant ID and contact Hyphenate.

a virtual ID is a virtual identity that consists of an avatar and a nickname. When a customer opens an automatic message, the virtual ID is displayed as the sender. You can set the virtual ID to represent your company or a person.

An automatic message includes the message name, target customers, message content, action time, and the effective period. Once you have created an automatic message, you can save it as a draft, publish it immediately, or follow the scheduled time.

To create an automatic message:

1. Go to “Admin Mode > AutoMessage”, and click New Message.

2. Set the automatic message name.

3. Set target customers. Filter for target customers based on the creation time, customer tags, or customer nicknames, and vie the list of customers selected. All the customers on the list will receive the message once. New customers who match the conditions will also receive the message until the AutoMessage is offline or deleted.

4. Set the message content, including the virtual ID, route, and message content. The virtual ID will be displayed as the sender on app and web widget. When a customer replies to the automatic message, the system creates a conversation and route the conversation to the preset team or agent. The message content is the message body pushed to the customers.

• Route to team (all): Conversations are routed by following the entry binding rule. For the setting of routing rules, see Settings (Routing).
• Route to agent: Conversations are directly assigned to the agent. If the agent is online, the conversation goes into the agent's ongoing conversations; if the agent is offline, the conversation enters the Queue of the team which the agent belongs to.

5. Set the action time. The action time is the trigger time of the automatic message. The system sends the automatic message to the target customers at the preset action time. For example, if the action time is set to everyday, the system automatically sends the automatic message to all existing target customers on day one. From the second day, the system will push the automatic message only to new target customers.

6. Publish the automatic message. Click Post, set the effective period (scheduled/post now), and then click Post. The effective period is the time when the automatic message is effective. The system sends the automatic message to target customers according to the action time, within the effective period.

Before you publish an automatic message, you can click Save as draft at any time to save the automatic message to the draft box.

App and web widget can receive automatic messages. The automatic message will be displayed in the chat window when it is delivered to the customer. If the customer is using the web widget, he will receive the following reminder.

Note: Automatic messages can be received on old versions of CEC Android/iOS SDK, but the message analytics is unavailable. It is recommended that you integrate the latest version of CEC Android/iOS SDK.

On the detail page of an automatic message, you can view the analytics.

• Sent: Number of messages sent to customers.
• Received: Number of messages received by customers.
• Receive rate: Percentage of the number of messages received to the number of messages sent.
• Opened: Number of messages opened by customers.
• Open rate: Percentage of the number of messages opened to the number of messages received.
• Replied: Number of messages that are replied by customers.
• Reply rate: Percentage of messages that are replied by customers to the number of messages that are opened by customers.