How to Route New and Returning Contacts

In this use case article, you’ll discover how to differentiate and manage new and returning Contacts separately.

• Some businesses may want to treat new and returning customers differently to address their unique needs and expectations.

• This can be achieved on IS-Messenger platform by using Workflows.

• When a Contact start a conversation, the platform will automatically identify if the Contact is new or returning and route them separately.

Benefits of Routing New & Returning Contacts

• Provide personalized customer experience for returning Contacts to help foster loyalty and customer retention.

• Allow businesses to prioritize efforts towards capturing new Contacts’ attention and converting them into loyal patrons.

Workflow Setup

Click Workflows > Click + Add Workflow > Select Routing: New & Returning Contacts > Click Use Template

Workflow steps and their functions:

1. Trigger: This Workflow starts whenever a conversation is opened by a Contact.

2. New or Returning Contact: This branch step checks if a Contact is new or returning and route them to different branches.

At this point, you can choose to add steps under each branch based on how you want to manage your new and returning Contacts. Here are a few suggestions:

• New Contact branch: consider adding steps to welcome new contact and collect contact information for data enrichment.

• Returning Contact branch: consider adding steps to automate frequently asked questions or to identify customer type for further contact personalization.

Once you have completed the setup, publish your Workflow to start routing new and returning Contacts.