In the Qualified Experience Builder, use steps as the building blocks to create unique Experiences for your visitors on your website. A step, sometimes called a node, are the building blocks within your Qualified Experiences.
How to Add Experience Steps
Navigate to Settings icon → Experiences to create a new Experience or edit an existing one. Click the + icon to add a new step within an Experience. A list of steps appears:
Show Custom Greeting
A custom greeting will appear when your visitor enters your site or the page that you’ve designated your Experience to show up on. Typically, this will be the first thing they see, so you’ll want to make your message as engaging and friendly as possible.
Send a Message
When creating your Experiences there are times when you don’t necessarily want your visitors to take any action, but you’d like to send them a message while they make their way down your Experience flow. To do this, select a message to send to your visitors.
You can also send a message to your visitors to break up your conversation, making your Experience more human. Notice the Experience below where we’ve sent a message followed by a question to break up the messages the visitor is receiving.
Ask a Question
Asking a question to your visitors gives you a chance to learn information about them that you otherwise couldn’t get from a data enrichment tool such as Clearbit Reveal or 6sense.
We have two different options when asking a question:
- Ask a custom question (this can just be used for branching within your Experience) or
- Ask a question to populate your current visitor field (this can also be used in your branching)
The most common first question will typically be to ask your visitor for their email address, so that:
- You can add this visitor as a Lead into Salesforce and
- You’ll be able to get more information about them using Clearbit Enrichment once you have their email address.
Offer a Meeting
You can offer a meeting at any time during your build-out of your Experience. The meeting booker is connected directly to your Google or Outlook calendar to allow for visitors to select a time when your team is available to talk.
Oftentimes you’ll see this option appear as a fallback if sales teams aren’t available for immediate chat, as shown in the Experience below.
Set Value on a visitor field
With this step, you’re able to set visitor field values during an Experience. For example, set a field labeled ‘chat’ to ‘true’ and later sync that into Salesforce or create a field to keep track of your lead source.
Route for Inbound Chat
You’ll want to use this step to get your visitors to the right users on your team by either allowing visitors to live chat with your team or route them to your meeting booker if no one is available.
When you select this step, we’ll do some work for you to make sure that you have the correct branching in place. We’ll first check to see if your users are available for chat with the visitor and, if not, give them the option to book a meeting.
Route for Pounce
We highly recommend starting each Experience with a Route for Pounce step.
By doing this, you're enabling your sales reps to pounce and see visitors in that Experience. This step can respect global routing rules or specific routing rules, but it is critical in enabling sales reps to see and pounce on visitors.
The branch step allows you to create logic based on custom questions that you’ve asked previously in the Experience. Use this logic to move your visitors through different branches of your Experience such as live chat, booking a meeting, or branching to allow certain visitors to skip the line and get in touch with your team immediately based on data enrichment information.
Open the Messenger
This step automatically opens the Qualified messenger for your visitors, rather than relying on them to open it up first. You can also control whether or not your visitors can close Qualified on their own. This action is great when using Qualified for conversational content.
Jump to a Step
Jumping to another step allows for you to move your visitors quickly to another part of your Experience that has previously been created.
For example, let’s say you’re using branching to take your visitors down one side of your Experience, but they need to be routed back to chat with your sales team. You can do this by adding Jump to a step, which will automatically move them where you want within the Experience.
Run a Block
As you’re building Experiences, you may find yourself building the same things over and over again. Introducing Blocks. Blocks are collections of steps inside an Experience.
Blocks are an easy way to package together repeatable steps or actions that you want to use across a large number of Experiences. A great use for a block might be your qualification questions. Learn more about creating blocks here.
Once you start managing large numbers of Experiences, blocks prove very helpful in ensuring the correct steps are triggered and they also make updating your many bespoke Experiences much easier.
The navigate step will automatically redirect your visitors to another URL once they hit this step. For example, use this step to navigate your visitors to gated content after collecting their email address.
Track an Event
If you have Google Analytics or Facebook conversion tracking set up, you most likely want to track which visitors converted after interacting with your Qualified bot or a sales rep via the live chat option. You can use the 'Track an Event' step to track which visitors converted after using your Qualified.com app within your Google Analytics or Facebook conversation tracker.
Alerts are only sent to reps if and when you add a Send Alert step to an Experience. If no Send Alert step is present, then there is no catalyst for text or voice notifications.
Send an app alert, Send a Microsoft Teams alert, & Send a Slack alert
Reps can further customize their in-app alerts including enabling or disabling voice alerts, choosing a notification sound, or configuring alerts for desktop and mobile app based on individual Live Streams.
Let's say you want to create a visitor Experience where Qualified notifies a rep when they select a specific answer to a question. Create an Experience step to send an app alert or send a Slack or Microsoft Teams alert.
Once you have selected an alert step, you can configure who (or what channel or Team) the alert is routed to and what you want the alert to say.
Send an email
Qualified sends an email to your rep, informing them that a visitor is on the site. The email is sent from "firstname.lastname@example.org" and can include all the visitor fields that you included in the Experience.
Push to an External System
Commonly referred to as a "push step," this allows you to sync data from a visitor into Salesforce or your marketing automation platform. You can choose when to create or update a lead including whether it should happen immediately or if it should happen after the visitor leaves an Experience (allowing any other data, after this push step, to be synced to your system of record).
You can also defer pushing updates to external systems until after a visitor has given all their info by selecting the appropriate setting in "Update Behavior".
Add to a Campaign
By adding this step, you can ensure that all existing Leads and Contacts and new records created will be attributed to the campaign (with the campaign member field selected, if so chosen).
Add to a Program
If you connect to Marketo, use this step to automatically add Marketo leads to your Marketo programs.