We got to try the new ActiveCampaign Conversations on one of our test sites and, boy, was it promising!
Think of it as a one-stop shop for a massive deal of integrations for website owners. Instead of having multiple integrations like having a separate app for your email responders and another for your live chat, ActiveCampaign provides you all these apps in one.
ActiveCampaign also gives you the capacity to integrate the conversation to your automations. For now, they keep it limited, but it’s a start.
The conversation panel itself is also amazing, simple yet promising. It is in real-time and collects some of the most important details from the visitor like the location of the person who sent the message, when he was last active, how many times he visited the website, and when online, what page he is currently in, what device, what browser type, and even what operating system he is using.
One of my issues with the conversation panel is, if the client did not opt to send his email address, you cannot identify him easily based on what is displayed on the list, which only bears his location. It also does not have the capacity to take the name of the client, unlike Intercom, an app with similar features, which takes in the names of the clients have been integrated in it.
Also, the auto reply bot somewhat gets in the way if an administrator is online to answer the client. Even when you are online to answer, the auto reply bot will still fire. The options for the auto reply bot are also limited to either enable or disable it and customize the message for taking emails and followup question only. So it is not as dynamic as other auto reply bots yet.
As for installation, it is quite simple, which is good. All you have to do is copy the tracking code and paste it on the footer of your website. You have to whitelist which website you want the conversation to show and have it enabled. If you have multiple websites using your tracking code for ActiveCampaign and you don’t want the conversation panel to show on those websites, simply disable them on the Tracking section of your settings.
Sadly, customization of the panel is very limited. You cannot make the panel have different headings for different websites. Whatever you add as the heading of the conversation for the panel, it will show on all websites where the panel is enabled. If you wish to do so, prepare to have multiple ActiveCampaign accounts. Customization of the conversation panel is limited to adding the brand name, a tag line and a logo as of now.
Then again, we are still very hopeful for this new feature. A very promising addition to the already powerful tool that ActiveCampaign has to offer.