Proactive Assistance – Colombia

Objectiveective:

The objective of this article is to explain the process of sending ongoing messages to employees with Servicio al colaborador.With proactive assistance, you will have the ability to send messages and campaigns to support and connect with your employees through outbound communications across various channels and formats.

Send ongoing conversation-starting messages to employees while they explore Buk. Interact with them through a variety of channels, both inside and outside the platform, adapting to who they are and the actions they take.

Scope / Limitations:

The article is intended for Servicio al Colaborador administrators who have an admin user in Intercom. It covers the use of different message types, such as Chat, Banner, Email and News Article, in order to facilitate communication with employees. It also provides detailed instructions on how to configure rules to restrict messages, define the audience, and schedule delivery.

Process on Platform:

To send messages to employees you must first log in toIntercomand go to “Proactive Assistance” in the side menu and click “New message”.

Then you must choose the message type; you can start from scratch and you can also use the various preloaded templates. The message types available in Buk are Chat, Banner, Post, Email and News Article.

Message types:

Chat or post:Using Chat messages, you can send messages through the bubble in Buk. You can use filters and target them to employees based on their attributes or the actions they take on the platform.

Start by assigning a name to the message so you can identify it later. Then compose the message in the preview provided.

On the left side you must choose who the message should come from and which inbox you would like responses to be assigned to.You can select the type of reply the employee will have. It can be Text, meaning the employee can send replies through the chat. Email collector, which requests the email as a response if it is not available. However, this does not apply to chat in Buk, since employees' emails are already registered.

You can also choose how messages will be sent in "Sent as":

Badge:The employee will notice a red icon in the chat bubble and, when clicking it, will be able to view the message within the conversation.

Snippet:This feature allows showing an excerpt of the text, offering a brief preview of the content on the Buk platform. When clicking the message, the full conversation opens.

Show full message:Shows the entire message upon entering the platform. When clicking the message, the full conversation opens

Rules:

Then, you can set Rules to limit chats

In "Triggers", you have the option to choose when the chat will be sent. You can add date rules (for example, send the chat if they have not entered the bubble within a certain time) or reaction rules (for example, send the chat when they react in a certain way to an article). In "Where to send", you can set a URL rule, that is, specify which Buk page the employee must be visiting for the message to be sent, or add a time-on-page rule.

In "Audience", you have the option to add rules using employee data. For example, you can target messages to employees from a particular area. Before doing so, you must have created the custom attribute and added the employees' information to Intercom.

Additionally, you can set whether the audience will be dynamic or static. A dynamic audience means the employees who will receive the message are those who match the rules now and in the future. A static audience indicates that only the people who match the rules at the time the message is sent will receive it.

Frequency and scheduling:

In "Frequency and Scheduling", you can configure whether the message will be sent more than once and set when it will start and stop being sent.

Once configurations are finished, you can click "Set live" and the messages will be sent according to the established rules and schedule.

Banner:
Banners provide a persistent and non-intrusive way to reach employees with announcements, promotions, notices and more, which they can review directly on the Buk platform

Start by giving the banner a name so you can identify it later. Then write the message in the preview provided.

You can choose whether to show the sender of your messages or keep them private.

You can also add actions such as opening a URL or requesting reactions.Regarding style, you'll have the option to present it as a full line "Inline" or as a floating bar, and decide whether the banner will display at the top or bottom of the platform. You can also choose the bar color

Finally, you must define the display rules, frequency and scheduling. Once setup is complete, employees will be able to view the banner on the platform when the schedule and display rules are met.

Email:
You can send emails to all employees or to a segment of them. You can create it from scratch or use preconfigured templates

Before drafting your email, start by setting the subject and composing the body of the message. By clicking the message, you can adjust the text formatting using the options available in the side menu. Then, make sure to review the general settings, including the sender and the inbox to which you want responses to be assigned.

In Style you can customize the email where you can use email templates, content background color, email background color, and link color.

Finally, you must define the display rules, frequency and scheduling. Once configuration is complete, employees will receive the email when the schedule and display rules are met

News Article:

News articles allow you to keep employees informed about updates, organizational news, events and more.

Start by uploading a featured image for your news article that will be displayed in the news feed when shared.An image size of 900x504px is recommended for a news item. It can be a JPEG, JPG or PNG file.

Start by giving the news item a nameand add the content in the news editor. You can use attributes, images, tables, buttons, dividers, videos, files, HTML code, emojis, bulleted lists and numbered lists.

When you finish creating the content, choose which team member will be the sender of the news and in which news source it will be stored (for employees to see it in Buk you must select "User News").You can allow employees to express their reactions to news by enabling the "Reaction" reply type. Finally, you must decide whether the option "show a badge on the Messenger launcher" means that employees, when accessing Buk, will notice a red icon in the bubble indicating the presence of a new news item.