Dynamic Chat Overview

Dynamic Chat allows you to leverage an easy-to-use interface to target both people and accounts visiting your website. Collect relevant content such as name, contact information, and free text. Site visitors can also book meetings with your Sales Team. Dynamic Chat activity and engagement data can be used to add members to Marketo programs and trigger cross-channel activities.

NOTE

Dynamic Chat is in the process of being rolled out gradually and is currently in limited availability. This page will be updated with general availability (GA) details as they become available.

TIP

Visit this page to view tutorial videos of Dynamic Chat.

Integrations

A key component of Dynamic Chat is its ability to natively interface with your Marketo subscription. In order to leverage the full capability of this integration, you’ll first need to initiate the data sync. Depending on the size of your Marketo database, it may take up to 24 hours for data for the initial, one-time sync to complete.

The following is synced:

  • Person field data
  • Company field data
  • Activity data

Dialogues

Dialogues represent a single chat engagement. Think of it as a container with all the stuff you need to have an engaging chat dialogue to your website visitors. In each Dialogue, you can specify which page(s) you’d like the Dialogue to appear on, to whom you’d like it to be shown to, and the content and flow of the Dialogue itself. Additionally, you can find metrics to see how well your Dialogue is performing. Learn more about Dialogues.

Configuration

In the Configuration tab, customize the look and feel of your various Dialogues. Change font, colors, response time, and more! Learn more about Configuration.

Calendar

In the Calendar tab, connect your (Outlook or Gmail) calendar for use in appointment scheduling in the chatbot. Once a user’s calendar is connected to Dynamic Chat, that user will be added to the queue and their calendar will be available for website visitors to schedule appointments on.

You can also customize the body of the invite that’s sent to the visitor when they schedule an appointment on the user’s calendar.

Meetings

This is where you’ll see all of the appointments that have been scheduled by website visitors through your various Dialogues. Here you’ll find the email address of the person that booked the appointment, which agent they booked the appointment with, when the appointment is scheduled to occur, and whether the meeting has happened or not.

Routing

This is where you can see a list of all the agents that have connected their calendars as well as what order they’ll be presented to website visitors. Meetings go round robin style, so if you have five agents and agent three took the last meeting, agent four will get the next one, followed by agent five, then back to agent one.

FAQ

Can I install Dynamic Chat anywhere on my company website or does it only work on Marketo landing pages?

The Dynamic Chat JavaScript snippet can be installed on any website as well as Marketo landing pages.

How long is data stored for reporting?

90 days (see the full list of limits below).

Does Dynamic Chat allow for live chat?

No, it only utilizes pre-determined responses.

Does Dynamic Chat support any languages besides English?

Yes. Dynamic Chat supports the following languages: French, German, Japanese, Spanish, Italian, Brazilian Portuguese, Korean, Simplified Chinese, and Traditional Chinese. Learn more in the section below.

Do you support AI/NLP functionality?

We do not support AI/NLP functionality.

How can I target anonymous people?

In your dialogue, you would need to use the Person Email is Empty attribute.

Changing the Language

Follow these steps to change your Dynamic Chat language.

IMPORTANT

Changing your language at the profile level will change the language for all Experience Cloud applications, not just Dynamic Chat.

  1. In your Experience Cloud account, click the settings icon and choose Preferences.

  2. Click the current language under your email address.

  3. Choose your new language (second language is optional) and click Save.

    NOTE

    There are a few dozen languages to choose from, however, Dynamic Chat only supports the following: English, French, German, Japanese, Spanish, Italian, Brazilian Portuguese, Korean, Simplified Chinese, and Traditional Chinese.

When you update the language, everything in the app itself changes except for the words you’ve personally populated (e.g., stream responses).

Limits in Dynamic Chat

Parameter Description Limit
Total Dialogues Total number of Dialogues (published and draft) 500
Published Dialogues Number of published Dialogues saved 100
Target URLs per Dialogue Number of Target URLs that can be added to a single Dialogue 20
Attributes per Dialogue Number of attributes that can be added to audience criteria for a single Dialogue 100
Groups Number of groups that can be added to a single Dialogue 10
Attributes per Group Number of attributes that can be added to a group 10
Cards Number of cards that can be added to the canvas per Dialogue 500
Anonymous Lead Data Retention Period Duration for how long information of an anonymous lead without any engagement will be retained 90 days
Goal Activity Retention Period Amount of time goal activity data is retained 24 months
Document Activity Retention Period Amount of time document activity data is retained 24 months
Interacted w/ Dialogue Activity Retention Period Amount of time interacted with Dialogue activity data is retained 90 days
Meeting Booking Activity Retention Period Amount of time meeting booking activity will be stored in Dynamic Chat 24 months
Conversations Engaged Number of chat conversations that can be engaged with by web visitors per day 1,000
Conversations Triggered Number of chat conversations that can be shown to web visitors per day 25,000

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