A breakdown of the different types of email receipts we send
As an admin, it’s important for you to understand when and how we send email receipts for users interacting with your bot.
Here’s how it works:
We assign users personas and tags (referred to as receipt types in this section of the guide) as they engage with your bot. When a user performs certain actions, as outlined below, we will automatically send an email receipt to the store email address, the district manager's email address, and the email list defined in FMS: Leads. Additionally, if your business is integrated with an FMS and the user's persona or tag is enabled in Lead Settings, we will attempt to send the lead into your FMS. It’s important for you to keep track of these receipts and manage them according to your business’s needs and preferences.
👧🏼 Personas
Potential / new
A user who’s considering making a purchase but hasn’t done so yet
Existing
A user who’s already make a purchase
Unknown
Sometimes we’re unable to determine if a user is a potential or existing customer. These users remain assigned to the Unknown persona
🧾 Receipt Types (Tags) & Actions
Sales
If we’ve identified a custom as part of a sale funnel, they’ll be tagged with Sales. For instance, if a potential customer is asking about pricing or an existing customer is asking about adding a second unit, they’ll be tagged with Sales.
Service
If we’ve identified a customer as part of a service funnel, they’ll be tagged with Service. For instance, if someone is asking about gate code access or needs help paying their bill, we’ll tag them with Service.If a user attempts to participate in a live chat with a service agent but none are available, they’ll be tagged with Service
Waitlist
If a user asks to be shown available inventory at their preferred store and there’s no inventory available, they’ll be asked if they’d like to be added to a waitlist. If they say yes, they’ll be tagged with Waitlist
Contact
If a user asks for their store’s phone number, they’ll be informed of the phone number, told that they’re being added to a callback list, and tagged with Contact
If a user asks for their store’s email address, they’ll be informed of the email address, told that an email’s being sent on their behalf, and tagged with Contact
Problem
If a user reports that they’re experiencing a problem, they’ll be tagged with Problem
Escalation
If a user asks to speak with a human, they’ll be tagged with Escalation
Unknown
If a user doesn’t perform one of the above actions, they’ll remain tagged with Unknown
📧 Email Rules
- Email receipt subjects for potential customers include the word “Lead”
- Email receipt subjects for existing customers include the word “Support”
- Email receipt subjects for users whose customer status is unknown include their receipt type. We use the word “General” if they don’t have a receipt type defined
- If a user is successfully sent into your FMS, the acronym “FMS” will be included in the subject of the email receipt
- If your business isn’t integrated with an FMS, the user’s ID will be included in the subject of the email receipt in parentheses
✉️ Example
In this example, a potential customer is asking about lease terms. We collected their phone number only and sent the lead into the FMS.
URL
Where the user was on your website when the email was sent.
Question
The user’s last intent. This in combination with the URL and customer type paints a picture of the user for you and your agents
Conversation
Following this link will redirect you to the Conversations section of swivlStudio where you can view transcripts of all users’ conversations, update their variables, and takeover conversations. Note that you will need a login to swivlStudio to view this
Transcript
Following this link will redirect you to a transcript of this user’s conversation. You’ll also be able to view - but not edit - the user’s variables. You do not need a login to swivlStudio in order to view this. If you receive an error that “this link has expired,” follow these instructions: Resetting a Transcript Link
Customer Type
Potential, Existing, or Unknown. More information can be found here
FMS
- Successful - we sent the lead into your FMS
- Unsuccessful - we were unable to send the lead into your FMS. This is rare but can happen if there is an error with the API call
- No Status - This can happen if your business isn’t integrated with an FMS, or we collected some of a customer’s information but sending to your FMS has been turned off for that persona or tag type
Error:
If the FMS status is Unsuccessful or No Status, we include the error
8de57b50...
At the very bottom of each email receipt, we’ll include the store’s Facility ID, if we have it, for your convenience
📨 Email Subject Variations
- swivl <> {Operator Name} FMS Lead
- Potential and successful in sending to FMS
- swivl <> {Operator Name} Lead
- Potential and unsuccessful in sending to FMS
- swivl <> {Operator Name} Lead (user ID)
- Potential and not integrated with FMS
- swivl <> {Operator Name} FMS Support
- Existing and successful in sending to FMS
- swivl <> {Operator Name} Support
- Existing and unsuccessful in sending to FMS
- swivl <> {Operator Name} Support (user ID)
- Existing and not integrated with FMS
- swivl <> {Operator Name} FMS Receipt Type
- Unknown persona, successful in sending to FMS, and known receipt type
- swivl <> {Operator Name} FMS General
- Unknown persona, successful in sending to FMS, and unknown receipt type
- swivl <> {Operator Name} Receipt Type
- Unknown persona, unsuccessful in sending to FMS, and known receipt type
- swivl <> {Operator Name} General
- Unknown persona, unsuccessful in sending to FMS, and unknown receipt type
- swivl <> {Operator Name} Receipt Type (user ID)
- Unknown persona, not integrated with FMS, and known receipt type
- swivl <> {Operator Name} General (user ID)
- Unknown persona, not integrated with FMS and unknown receipt type
✉️ Additional Examples
In this example, an existing customer is asking about managing their account. We collected their name, phone number, and email address. Since this account's settings are set to only send leads into the FMS for potential/sales related customers, the FMS tag is no status.