With Kaisa, we can help you reengage with customers and reconnect after a call, and monitor the performance of these callbacks to understand if they are being successful.
How does it work?
After conditions are met (for example, a call is dropped or missed), we will generate a unique PIN code for that caller, and send an email to a designated recipient with the PIN code and a Kaisa number to call. The dealer or user will then be able to call our number and enter the PIN, and re-connect with the potential buyer.
How to set it up
Before you can use the Phone PIN code feature in Engagement Builder workflows, you must first have a static number.
If you don't currently have a static number and need to create one, first navigate to the Settings page and then go to Phone -> Callback numbers.
Then select the preferred language and an area code to create a new static number.
Once you have a static number, you can now include a PIN code in your workflow's delivery method.
To do this:
- Open or create a workflow in Engagement Builder. You can find more information on the Engagement Builder here
- Choose the delivery method (e.g., SMS, Email).
- Within the delivery method settings, find the option to "Include PIN in delivery."
- Then check the box to enable this option.
Two new dropdown menus will then appear:
Number to use as PIN portal: This dropdown displays a list of all previously created static numbers. You can select the static specific number you want to use for the PIN callback.
Number to transform into a PIN : This dropdown allows you to select which phone number should be transformed into a PIN. The available options are:
from_nr: The number of the potential customer or buyer, who called in the first place (if the trigger is a call). Likely the number to be replaced by a PIN to be called back.
end_nr: The destination number (the person being called, the dealer or seller, if the trigger was a call).
visitor_phone: The visitor's phone number (for when using forms, as explained in our developer site).
agent_phone: The agent's phone number (the dealer or seller for when using forms, as explained in our developer site).
Important: Including PIN Macros in the Delivery Body:
If you choose to include a PIN in the delivery, the delivery body (e.g., the SMS message or email content) MUST include the following macros:
{{ pin.phone }}: This macro will be replaced with the phone number for which the PIN code is generated.
{{ pin.code }}: This macro will be replaced with the actual PIN code.
An example would be:
"Your verification code is: {{ pin.code }}. Please use this code to verify the phone number {{ pin.phone }}."
Result:
static_number = +46720000000
lead_phone_number = +46721111111
generated_pin_code = 123456
The operation substitutes the target phone number with a static number, generating a PIN-code to redirect to the target phone number, therefore resulting in the example message above resolving to:
Your verification code is: 123456. Please use this code to verify the phone number +46720000000.
Special considerations
You can select "a call ends" as the natural trigger for a PIN callback, but you can also send a Form to Kaisa in order to trigger an event in our Engagement Builder. In that case, instead of selecting the "From_nr" as the Caller telephone number associated with a PIN, you would need to select the "Visitor_nr" for the phone number collected in a form.
Are you worried users won't leave a phone number in the form or you don't want that to be a mandatory value in your end when you allow users to fill in a Form in your site? Remember you can always make a condition to exclude those Forms from the PIN callback.
And you are set! Any questions, please ask our support@kaisa.io
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