Agent Playbook

The major winning point in CTWA is the ways to utilise the potential leads generated through these CTWA ads, which can be retargeted through broadcasts and further by calls to increase conversion rate. The agents play a crucial role here since, these users are top of the funnel users, they need an extra push to buy, given so many options in the market.

Here’s how you can create a separate team for CTWA in helpdesk and applying the automation rule:

https://limechat.portal.trainn.co/share/ByIF355ezOLN09HaauLXnw

• These CTWA leads must be called once agent handoff happens and Agents should try to place order on behalf of the user else share the product link from our Help Desk feature

• The agents can even provide offers on call to drive conversions

• First response time for agents must be less for ctwa conversations

GUIDE TO PLACE ORDERS FROM HELP DESK BY AGENTS (For Shopify Clients) :

• There are different methods which agents follow to place order on behalf of the user like Shopify Draft Orders for which conversion doesn’t gets marked on ads manager

• Brands needs to ensure that the orders are being placed in such a way that conversion is flowing to the ads manager to mark this conversion

• These agents can be pitch to share the product page link on chat and guide users on call to place an order for successful attribution

• Otherwise if the agent is required to place an order on behalf of the user after taking details, they can do it from Help desk where conversion API will be hit and conversion will be marked on Ads manager as well.

https://limechat.gitbook.io/limechat-help-docs/helpdesk/shopify/create-a-new-shopify-order