Using proactive messaging in Zoom Contact Center campaigns

Requirements for using proactive messaging in Zoom Contact Center campaigns

• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license
• Zoom Contact Center web sdk embedded on your website

Advantages of using proactive messaging

• Improved customer engagement: Reach out to website visitors proactively, offering timely support or assistance.
• Increased sales leads: Use custom messages and call-to-action buttons to drive conversions, such as signing up for a service or scheduling a demo.
• Efficient support: Facilitate quicker connections to bots or live agents, ensuring a smooth and responsive customer experience.

How to set up proactive messaging

1. Create a web chat campaign.
2. Under the Proactive Messaging section, click the Enable proactive messaging toggle to enable it.
3. Click Create proactive message and provide the following details:
   • Name: Enter a display name for the proactive message.
   • Description (Optional): Add a description to help identify the message.
   • Bubble pattern: Select the text bubble color and font.
   • Bubble text: Add up to three text bubbles. Each text bubble can have up to 100 characters.
4. (Optional) Click the Call to Action Button toggle to add up to three buttons, which can launch a Contact Center flow when clicked.
   • Select between outlined or filled buttons.
   • Select button and text colors.
   • Button Text: Enter text for the button.
   • Direct to flow: Select the Contact Center flow from the drop-down list to launch when the button is clicked.
5. (Optional) Click Add button to include additional buttons.
6. Click Confirm.

Tips for setting up effective proactive messaging campaigns

• Specify where your message should appear: Use the campaign location settings to define the exact URLs where your proactive messaging should or shouldn’t be displayed. For instance, if you want a proactive message to show only on your pricing page (e.g., example.com/pricing), create a location rule specifically for that page.
  • Important: If you have multiple campaigns, ensure their location settings do not overlap to avoid confusion. Remember, all active and published campaign invitations will appear on your website if their location criteria are met.
• Use call-to-action (CTA) buttons to guide users through tailored experiences: Each CTA button should trigger a specific, customized flow based on its purpose. This approach ensures that users are directed to a relevant and personalized journey that aligns with their selected option.