When building out your experience you might have noticed that you can give your visitors an option to call your reps directly.
In this guide, we’ll show you how to add the call feature to your experience as well as remove it.
First, let’s start with understanding what the call feature is and how to use it. When qualified visitors are on your website, as defined by your qualification rules, the messenger gives them instant access to your sales team, not only via chat, but also via voice calls. The messenger allows them to initiate a voice call either directly over the Web, or it will optionally ring a phone number they enter manually. This is what the experience will look like for a qualified lead on your site:
The call option will appear once a Qualify node has been added to your Experience. Without this option, visitors can not call your reps and will only be able to see the call option if they are qualified within your set rules.
To get started, create your new experience and set a custom greeting as your first step in the experience as shown below.
Once you’ve added your greeting you’ll want to then add the rest of your steps into your experience. When you’re ready, add your qualify and route for conversation step into your experience.
When you add your qualify and route step you’ll see the ‘Call’ option appear in your messenger greeting at the very top of your experience.
If you want to remove the call feature completely from showing up in the messenger you’ll want to remove it in the messenger settings of the Qualified app as shown below. This will ensure that visitors cannot initiate phone calls with your reps.
Once this is turned off you’ll want to keep in mind that your reps can still ask your visitors if they’d like to talk via phone or their browser and initiate calls in this way. They’ll use the phone icon on the upper left hand corner of their chat with the visitor as shown below.
In many cases a live chat is a great way to start a conversation, but when the conversation get's going, chat often breaks down due to the delays when typing. As a result, many sales reps want to upgrade from a chat to a voice call instantly, without the hassle of asking for someone's phone number, or setting up a conference call, or going through the pain of starting an online meeting. You can turn this option on using the Qualify & Route step within your experience or simply turn it off for your visitors so they cannot initiate phone calls in the messenger.