Enhanced Messenger

Enhanced Messenger is the latest version of the ServisBOT Messenger that introduces the following features:

Increased Messenger Connection Reliability
Up to 50% reduction in Time to First Message and Bot/VA Response Times
Deferred Conversation initialization with Pre-Session Mode
User Impression Tracking
Finer Grained Engagement Metrics
Conversational Lifecycle Controls
User Session Tracking

Enhanced messenger is enabled via the Endpoint edit page or via a feature flag to enable organization wide use of the Enhanced Messenger.

Pre-session Mode

Messenger will load and defer the start of a conversation until a user interacts. The messenger will show any pre-session welcome messages defined on your endpoint. Pre-session mode can help reduce your ServisBOT costs.

During Pre-session mode, a splash screen is shown before a conversation is started.

Splash screen

This splash screen can be customized via internationalization options

The splash screen will also show any Pre-session welcome messages that have been configured on your endpoint.

{
  "Address": "my-endpoint",
  "Organization": "my-organization",
  "WelcomeMessages": {
    "en": {
      "messages": [
        "<TimelineMessage>\n<TextMsg>Need Help? Click Here!</TextMsg>\n</TimelineMessage>"
      ]
    }
  }
}

Splash screen

Preview Mode with Pre-session

It is also possible to show pre-session welcome messages with a closed messenger by enabling preview mode:

Preview

Auto-start

When autoStart is defined as true on messenger initialization, pre-session mode will be skipped and a conversation will be started immediately. Note that there are billing implications for using autoStart. This option may be useful during a migration.

User Impression Tracking

Upon loading the ServisBOT messenger into pre-session mode, an impression is registered in analytics. Subsequent page visits and refreshes will be recorded with the same impression identifier for a period of 24 hours or until a conversation is started by interacting with the messenger. A new impressions identifier is created after 24 hours or if the current conversation completes (or expires) and the messenger placed back into pre-session mode.

Finer Grained Engagement Metrics

Enhanced messenger allows for finer grained engagement metrics:

Preview

Conversational Lifecycle Controls

View the Conversational Policies documentation for more information. By default, a conversation’s maximum duration is 10 minutes.

User Session Tracking

A user session is defined as an active period of user engagement. Sessions expire when the conversation is idle for a defined period of time and are created when the user creates an input to the conversation. A session is also created upon conversation start.

A typical configuration is to configure a conversation to have a duration of 12-24 hours with a session inactivity timeout of 15-30 minutes. Analytics can track the number of sessions per conversation, the number of inputs per session and session length. Note that an active session will cause a conversation to continue beyond it’s maximum duration to allow a customer to complete their required actions.

View the Conversational Policies documentation for more information.

Migrating to Enhanced Messenger

To migrate to Enhanced Messenger, check out our guide

Last updated on May 18, 2023