Re-engagement SMS Configuration

Elle re-engagement SMS triggers are designed to reduce abandoned, incomplete, and unsubmitted applications. Using robotic process automation (RPA), the feature helps financial institutions identify and assist users that have questions before submitting their applications.

The best part about the triggers is they are automated, so it eliminates the manual process of sending out text messages one-by-one: 

Re-engagement Set Up

Completion Page

The configuration process is actually quite simple really. The most important piece of information we need from you is the URL link for the final page of each application. Once you share this information, Shastic can program each of your digital applications for re-engagement. 

Please note: the trigger will check if the session contains the completion page URL, if yes then it won’t fire any more triggers for that session. If the session does not contain the completed page URL, thus the application has not yet been completed, Elle will fire out the automated re-engagement trigger. This can also be configured by page title; i.e. a 'Thank you' page.

Inactivity Timeframe

By default, we set the trigger to be sent after 30 minutes of inactivity. Shastic's data analysts have determined this 30-minute time delay to be the most optimal for recapturing applicants after A/B testing research. 

Please note: Inactivity timeframe defines how long the user needs to be inactive before the trigger is fired. This timeframe is can be adjusted and set according to your requirements.

SMS Automated Message

Below is the default auto SMS trigger message:

Hi {{ user.name }}! This is Elle with {{ organization }}. I noticed that you recently started an application. You can text us about questions or if you need help with anything. Do you have any questions about the application process?

Please note: the SMS Automated message is the canned utterance you wish to send when the trigger is fired. This can be configurable according to your organization's requirement. 

FAQ's

Can we send more than one re-engagement trigger?:
Yes, if the rest_period is set low (15 mins) and during the same session the user goes inactive twice or more before reaching the completion page.

Another way this would happen is if the user starts a new session (our current session ends after 90 mins of inactivity and a new one starts).

How do we avoid sending more than one SMS triggers to a user?

SMS re-engagement triggers are only sent once per new application session. In some cases, an applicant may start an additional application session. For example, applying for a different loan product or starting an entirely new application session in the same loan product. In these scenarios, a second SMS trigger would be sent to this applicant. However, the applicant would only receive this second SMS after 24 hours have passed since the first SMS re-engagement trigger was received.

How do we avoid SMS triggers to be sent after a user has completed an application?:
The trigger will check if the session contains the completion page URL or the completion page title. If it does, then it won’t fire any triggers for that session. If it does not contain it (thus the application has not yet been completed) it will continue to fire when the inactivity trigger is reached.