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Marketing

Marketing is the proactive side of RolChat: campaigns to your contacts, messages that appear in the widget on specific pages, and forms that turn visitors into leads and meetings. Owners, Admins and Managers use it; Agents see only the leads and meetings assigned to them. Switch it on in Settings → Marketing.

The module has no rules engine of its own: anything conditional (“when a form is submitted, tag the lead”) is an automation rule. E-mail goes out through the channel providers you configured; SMS campaigns are coming soon. Audiences are CRM filters and segments.

Campaigns

Section titled “Campaigns”

Four steps: Basics (internal name, subject, sender name and a verified sender address, reply-to; optional A/B test), Audience (contacts, leads or both, an AND/OR filter builder with a live recipient count), Content (WYSIWYG or HTML with personalisation variables), Send (now or scheduled with a time zone, then a confirmation).

Rules that always apply:

  • Contacts without an e-mail, unsubscribed contacts and blocked contacts are excluded and cannot be re-included.
  • {{unsubscribe_link}} is mandatory. The editor refuses to save without it; Insert automatically adds a footer.
  • The sender domain must be verified with SPF, DKIM and DMARC records from the campaign editor: the Manage domains button next to the Sender email field. Settings → Marketing holds only the auto-reply to forms. Unverified domains do not appear in the sender list.
  • Your legal postal address (Settings → Account → Legal entity) is appended to every campaign footer; sending is blocked while it is empty.

Personalisation: {{contact.first_name}}, {{contact.last_name}}, {{contact.email}}, {{company.name}}, {{contact.registered_at}}, {{unsubscribe_link}}. Preview on desktop and mobile, send a test to yourself.

Statuses: draft → scheduled → sending → sent; scheduled and sending can be paused and rescheduled. Campaign analytics report delivered, opened, clicked, converted and unsubscribed.

Multi-step sequences

Section titled “Multi-step sequences”

Multi-step drip sequences - a series of e-mails with delays between them - are not available yet. Today a campaign goes to its audience in one send; to reach a visitor at the moment they do something on your site, use a trigger message.

Trigger messages

Section titled “Trigger messages”

A trigger message is a small proactive popup in the widget. Three steps: Condition (page visit, time on page, scroll depth, exit intent or an in-app page; URL match as exact, contains or regex; delay; frequency once, every visit or once a day; audience everyone, signed-in or guests), Message (from a named agent or the team, headline up to 80 characters, body up to 500, one call to action), Preview in any language.

Call-to-action types: open the chat, request a callback, book a meeting (pick a booking form), leave a request (pick a lead form), open a URL, or simply close. Content is localised into every language you supply, with a fallback to the site’s default. The widget checks triggers on every page event and shows at most one popup per page, the highest-priority active one.

Lead forms

Section titled “Lead forms”

Fields (name, e-mail required, phone, company, message, plus custom fields), Settings (internal and visible names, button text, thank-you message, CRM source label, inline / popup / link embedding, optional ticket creation), Appearance (colours, typography, header, live preview). Publishing gives you a direct link, an iframe snippet and a JavaScript snippet. Each submission creates or updates a lead, fires the marketing.form.submitted event, and can create a ticket.

Booking forms

Section titled “Booking forms”

Four steps: fields, availability (a specific agent, any free agent or round-robin; working days and hours; meeting length 15 to 120 minutes; buffer between meetings; maximum per day; booking horizon, 30 days by default; minimum notice, 24 hours by default), meeting settings (reminders 24 h and 1 h to the customer, 15 min to the agent; ticket on booking; what happens if the agent becomes unavailable), appearance.

Slots are shown in the visitor’s time zone; the meeting stores both parties’ zones and each side is reminded in its own. The server enforces availability: a taken slot, a slot outside hours or with the wrong length is refused, and two visitors can never book the same host at the same time.

When an agent becomes unavailable (a plugin such as Shifton can report it), the form’s strategy decides: cancel by hand, auto-cancel with an e-mail, flag for an Admin, reassign automatically to a free agent, offer a new slot, or the default hybrid: reassign if someone is free, otherwise offer a new slot.

Surveys

Section titled “Surveys”

CSAT, NPS and CES surveys are sent after a conversation or a call, or embedded on a hosted page. The rating a visitor gives when a chat ends is set up separately, in Settings → Widget → Rating (stars 1-5, three options, or a scale such as NPS 0-10 or CES 1-7, with up to five follow-up questions). Responses feed the CSAT dashboard in Reports and can trigger automation (for example a low score opens a ticket).

Unsubscribes

Section titled “Unsubscribes”

GET /unsubscribe?token=… in every e-mail sets the contact’s unsubscribed flag without a login and shows a confirmation page with a resubscribe link. Managers can see and restore unsubscribes in Marketing → Unsubscribes, and toggle the subscription on a contact card.

A/B tests

Section titled “A/B tests”

Campaigns, trigger messages and forms can run two variants with a split percentage, a winning criterion (open, click or conversion) and a decision horizon in hours; the winner is sent to the remainder automatically.