Most actions that don’t send anything in the Qualified messenger, nor interact with any of your integrations, are listed as general actions. Typically these will affect how a visitor moves through an experience.
Set a value on a visitor field
Populate a Qualified visitor field with a value. Based on the visitor field type, this might be a picklist value, text or number value, or dynamic field based on one or more integrations.
Rep availability
Use this option to branch logic based on whether routed reps are available. If a visitor could be routed to a rep via an inbound chat, they will proceed down the right side of the branch; if not, they will proceed down the left side of the branch.
Pro Tip: Use this to determine whether you are offering live chat to your visitors! If nobody’s online, lead with a CTA that asks the visitor to book a meeting, or hand the conversation to an AI SDR Agent.
Route for inbound chat
This action sets your experience to hand a conversation to a sales rep who’s live on the Qualified console. Because of the complexity of transitioning from a rules-based chat experience to a live chat, adding this action creates 9 steps, detailed below:
- Route for Inbound Chat: By default this step will consult the conversation routing rules and determine which rep or reps should receive the chat. Optionally, these rules can be overridden with custom routing rules by selecting I know who I want to route to
- Send an Alert: This step will send an in-app alert to reps who are logged in to Qualified. By default, the message A visitor was routed to you will be sent to the reps determined by step 1, but each of these elements can be configured.
- Branch on Rep Availability: This will determine whether steps 4 and 5 or steps 6-10 are used. If reps are available, the experience will proceed to step 4; if no reps are available, the experience will skip to step 6.
Note - this step cannot be customized or removed
- Send a Message: This step will send a message in the window letting the visitor know they are being routed. The default text is as follows:
Just a moment while we connect you with one of our representatives
- Wait for rep to start a conversation: Once this step is reached and rep(s) have been alerted, Qualified will wait for one of those reps to start a conversation with your visitor. After a set amount of time (default 30 seconds), Qualified will assume the reps are not in fact available and proceed to step 6. This step also includes a push to your system of record (typically Salesforce).
Handing the conversation successfully to a live rep will always end the conversation; as such, no additional actions can be added below this step.
- Send a Message: This step will let the visitor know that no one is available for a live chat, either because no reps were routed in step 3, or because the wait time was reached in step 5. The default text is as follows:
We would love to talk to you, but no one is available at the moment. Feel free to schedule a meeting with our team.
- Offer a Meeting: Determine the meeting type and routing rules for the fallback meeting booker.
- Meeting Preview: View a preview of the meeting that will be offered, and optionally change the title of the meeting.
- Send a Message: Thank the visitor and confirm their meeting after it has been booked. The text is exactly the same as what is created in the Offer a Meeting action.
Route for Pounce
This step allows reps to view and proactively engage with your website visitors without waiting for them to hand-raise for a live conversation. By default, this will use the global conversations routing rules, but custom routing rules can be set up if required.
Branch
Branches tell Qualified how to engage with different groups of website visitors. Within branches, set one or more criteria to evaluate for your visitors. This list of criteria is similar to the criteria list for experiences, but additionally can filter on answers to custom questions or responses to custom greetings.
All branches are binary - visitors either match the criteria and proceed on the right, or don’t match the criteria, and proceed on the left.
Open the messenger
If the messenger hasn’t been opened by a previous step, this action will open the messenger.
Jump to a step
This action will redirect the visitor to another step in your experience.
Be Careful! Navigating to a branch step that evaluates the response to a custom question or greeting, but which your visitor did not respond to, can cause the experience to break. As a best practice, do not jump to branch steps.
Because jump actions redirect to other parts of the experience, no actions may be added below a jump step.
Run a block
A block is a grouped set of experience actions that can be reused in multiple experiences.
Learn more about blocks here.
Navigate
This action takes your visitor to a new URL. The new URL does not have to be on your website or contain the Qualified javascript.
Navigating to a new URL will end your experience, and no new actions can be added below a Navigate step. If you are redirecting your visitor to a different part of your website, ensure that there is an experience configured for the page they land on.
Track an Event
Send an event to website listeners such as Facebook Conversation Tracker or Google Analytics.
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