Lead Stage Classification: Using Your Goals

Lead Stage Classification allows for Playbooks to sort and label your contacts based their interactions with the Playbook. This is through the process of setting goals. When one of your goals is met, the Playbook will do two things. First it will add an attribute to the contact record based on what goal is reached. Then, it will add a specialty tag denoting its classification in chat.

This is useful because the tag allows you to quickly identify the classification of a contact within conversations, allowing you to prioritize your responses, and it allows you to create segments quickly which can help you create campaigns more efficiently.

Here’s how to set Lead Stage Classification up:

Select Playbook: select the Playbooks tab from the left sidebar. Either click the LeadBot you would like to use or create a LeadBot.

Set Goal: Click the button labeled Add Goal to create a new goal or select a goal that already exists. Under the title Set Lead Attribute, there is a drop down menu where you can select from the available attributes. Select the attribute you would like for this goal to set.

While the color code for questions is blue, look for purple for features related to goals!

Type over the goal field in order to create your new one! We default that the action of the goal will be to route the conversation, but you can change that by hovering over the field and clicking the X on the righthand side of the box. 

Add another action: since the conversation ends once a goal is hit, we suggest that message displayed in the goal is some sort of goodbye.

Setting the Path to the Goal: so you have the goal set up, now how do you get there? This can be done in the follow ups of questions in the LeadBot section of your Playbook. Click the pencil icon on an existing follow-up or create a new follow up!

If you click the advanced settings buttons, you can set the Next Step section to lead to a goal. If the follow up question indicates they are a fit a classification, simply click the drop down menu to align it with the associated goal.

So How do I Use Lead Stage Classification?

Using Specialty Tags In Conversations

Lead Stage Classification adds and automatically labels your conversations so you can prioritize your conversations more efficiently.

If a user hits one of your goals and is classified with an attribute, it will add a visual system tag with the attribute name and a bot emoji!

These tags aren't customer tags, but attributes that can be sorted in the contacts (explained below)!

Using Lead Stage Classification to Create Segments

Once a contact is labeled with a Lead Stage Classification, you will be able to search for it in your contacts! You can filter for what type of classification your contacts have, create segments, and launch targeted campaigns!


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