Conversica named a Leader in The Forrester Wave™: Conversation Automation Solutions for B2B, Q1 2024

Go for the Goal With Conversica Conversation Flows

Conversica

Conversica Conversation Flows adjust the goal of the conversation
Conversica Conversation Flows adjust the goal of the conversation
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Best PracticesConversation Automation
Published 08/17/23
3 minutes read

Conversica offers more than a thousand prebuilt conversations in our vast library—and our variable-based conversation architecture makes the customization possibilities endless.

One of the many options to optimize our conversations for your unique business purposes is Conversation Flows. Essentially, the Conversation Flow is the end goal of the conversation: what action do you want your Revenue Digital Assistant™ to steer your leads and customers towards?

Most of our conversations have a top-level “default” conversation called Learning More, but there are a number of variations to help you drive towards a different intended outcome.

The Default: Learning More

This is our default top-level conversation flow for all of our conversations. The three core objectives are:

  1. Verify Interest: This is the main objective of the conversation. The Revenue Digital Assistant will gauge the level of interest within the contacts’ responses and bring them to your attention.
  2. Verify Contact Information: If the contact is interested, the assistant will confirm preferred contact info for your team to reach out. The assistant will also attempt to gather information for a new contact if the original isn’t interested.
  3. Verify Contact is Satisfied: Once the assistant has brought an interested contact to your attention, he or she will send a follow-up message a few days later to ensure the contact is satisfied.

When to use Learning More: As our top-level conversation, this is the most generic path of each conversation. Always start at the top when using a new conversation and TEST against other paths to find the right version for your specific use case.

The Learning More Conversation Flow

Drive Action

This conversation path starts to direct the lead/contact to a specific outcome intent. The first message sent will be very similar to the standard conversation, but will offer to send a link to more information instead of asking to set up a call. The four core objectives are:

  1. Verify Interest: The main objective of this messaging is to gauge the level of interest within the contacts’ responses and facilitate a warm handoff to a sales rep.
  2. Send Link Info: This conversation flow also allows for the ability to send a link for the contact to interact with.
  3. Verify Contact Information: Just like with Learning More, Drive Action gathers contact info from the original contact and/or referrals if the original is not interested.
  4. Verify Contact is Satisfied: After the lead has been handed off, the assistant will circle back to make sure everything has been handled.

When to Use Drive Action: Drive Action should be used when you want to send both a link for more info as well as ask the lead if they want to set up a call for more information.

Drive Action Conversation Flow

Drive Action Standalone

Similar to the Drive Action path, this path focuses on driving a lead/contact to a desired action. The first message sent will be very similar to the standard conversation, but the RDA will offer to send a link to more information instead of asking to set up a call. The three core objectives are:

  1. Verify Interest: As with the other conversations, this flow focuses on checking the contact’s level of interest and bringing the result to your attention.
  2. Send Link Info: When the contact indicates interest, the assistant will send a relevant link for the contact to interact with. This is a more hands-off approach than Learning More and the standard Drive Action, requiring no rep interaction.
  3. Verify Contact is Satisfied: As always, the assistant will follow up with the contact a few days after sending the link to make sure they’re satisfied.

When to use Drive Action Standalone: When the lead needs more education on a particular product, service or offering but may not be ready to meet with a representative.

Drive Action Standalone Conversation Flow

Discovery

The Discovery messaging focuses on gauging the level of interest within the contacts’ responses and bringing them to your attention. You will have the opportunity to ask a few questions to qualify the leads and confirm the lead is the right decision-maker. The four core objectives are:

  1. Verify Interest: As with other conversation flows, Discovery initiates contact to verify interest and bring it to your attention.
  2. Discovery: This objective qualifies the lead for a conversation with a representative.
  3. Verify Contact Information: Your assistant confirms the phone number of interested contacts and email addresses of any referrals provided by non-interested contacts.
  4. Verify Contact is Satisfied: The final step of the conversation is the follow-up after the fact to check satisfaction.

When to use Discovery: When you are trying to learn more about a lead to eliminate those who are not ready. This is more of a “pebble polisher” conversation to find true hand-raisers.

Discovery Conversation Flow

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