Enhanced Messenger
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.
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>"
]
}
}
}
Preview Mode with Pre-session
It is also possible to show pre-session welcome messages with a closed messenger by enabling preview mode:
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:
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