Customizing LeadBot

LeadBot is a chat bot that will automatically ask your anonymous website visitors a series of qualification questions in an effort to determine if they match your criteria for a qualified lead. The goal is to maximize the number of website visitors that want to talk to your sales team, and surface those that meet your qualification rules (marketing qualified leads aka MQLs) to your reps in real-time, while deflecting all of the traffic that doesn't meet your qualification rules (unqualified leads). In this guide we'll show how LeadBot can be customized:

  1. Customizing support deflection questions
  2. Customizing qualification questions
  3. Customizing the qualification rules for LeadBot
  4. Customizing the path for unqualified leads

Start by navigating to the LeadBot settings area:

LeadBot settings found in Settings > Qualify Visitors with LeadBot
LeadBot settings found in Settings > Qualify Visitors with LeadBot

1) Customizing Support Deflection

Many existing customers try to use contact sales forms to get connected to tech support, but as every great inbound sales rep knows, if you want to make your number, the last thing you want to do is field tech support questions. LeadBot allows you to ask a support deflection question before you jump into your lead qualification questions. Customize your support deflection question by toggling the support deflection ON, and then typing inline to change any of the text on the screen. It's generally a good idea to redirect support requests to the help center on your website or provide a support phone number.

Configuring a support deflection question
LeadBot: Configuring a support deflection question

2) Customizing Qualification Questions

There are a few qualification questions that LeadBot uses by default, the most common of these is to automatically ask the lead for their name and email address. It's important to collect an email address because, at a minimum you can add them to your lead nurture database. You can edit the text for these questions by typing inline, or delete them.

LeadBot: Customizing qualification questions
LeadBot: Customizing qualification questions

Next, you can ad additional questions at any point in the flow by clicking on the (+) icon. You'll be able to select the field that you wish to add to the question flow, and then edit the question text. In this case, we'll select the Company Size field which is defined as a picklist. Tthe values for the picklist are automatically added as the available answer choices, as shown below:

LeadBot: Creating a new qualification question
LeadBot: Creating a new qualification question
LeadBot: Customizing a new qualification question
LeadBot: Customizing a new qualification question

3) Customizing Qualification Rules

LeadBot can trigger any of the qualification rules you have configured, and in real-time it will alert available reps for immediate engagement with the qualified lead. Here, we've defined a qualification rule based on Company Size being "1000+ Employees". As you can see, when this qualification rule triggers, reps will be notified and with the appropriate sounds and notifications:

Configuring a qualification rule from data collected by LeadBot
Configuring a qualification rule from data collected by LeadBot

4) Customizing the Path for Unqualified Leads

If qualified leads get connected to your human sales reps, what should happen to unqualified leads. Your reps likely won't want to prioritize them, so it's best to save them to Salesforce in an unqualified state, which you can then push to any other marketing automation system (eg, Pardot, Marketo, etc) for nurturing.

LeadBot: Customizing the path for unqualified leads

Summary

LeadBot can be easily customized to ask your website visitors a series of qualification questions in an effort to determine if they match your criteria for a qualified lead. The goal is to maximize the number of website visitors that want to talk to your sales team, and surface those that meet your qualification rules (marketing qualified leads aka MQLs) to your reps in real-time, while deflecting all of the traffic that doesn't meet your qualification rules (unqualified leads).

Next Steps

As a next step in your education, you might find the following guides useful

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