Congratulations on signing up for Ramble! This quick start guide will get you to the point where you can take chats within 5 minutes either from our patent-pending single-click chat (invoked from a link placed anywhere on the web) or a web property that you own.
Ramble uses the term "Team" to organize all of the activities within a business unit. Teams have their own segmentations, called Routing Groups, which allow teams to target only specific members for answering specific chats. Only in rare cases would an organization need multiple teams (for example, as diverse as they are from one another, the sales group will still route to the support group (and vice versa) at some point). So, here are some things to consider when deciding whether you want to manage one or more teams.Things to Consider
- If you want to transfer chats from one group to another, they must be in the same team.
- If you want to keep integrated statistics, do everything in one team. If you want separate statistics, separate the teams
- All team members see all chats within a team.
- For simplicity, there are only two roles - administrators and non-administrators. Administrators have access to more settings and to block callers. Everyone has the same access to answering chats when notified and seeing all chat traffic
Setting Up Your Ramble Account
Now that you've decided whether you want one or more teams, let's start setting them up! Navigate to the Teams item in the menu in the upper-right corner.
1. Team Members
More than likely you'll want to have many team members available to take a visitor chat. Anyone who is to administer the system or take a chat needs to be included. Simply add new members using their email address, they will be notified to create a Ramble account (or join your team if they already have an account).
2. Links & Buttons
Ramble allows you to invite visitors from in two ways. 1. If you have control over the domain (like your website, blog or landing pages) you create a BUTTON. This is a metaphor that exists within other content. This metaphor is achieved by including a code snippet in the footer of your web page.
Or, 2., with Ramble's patent-pending single-click-chat, you can create a LINK, which is a unique web link that routes visitor chat requests where you dictate. You can create a vanity link (i.e. https://ramble.chat/jasondeegan) and you can even fully customize the URL with your own domain. (Contact support for the instruction document)
Think of it this way: LINKS are Ramble-hosted web pages whose sole existence is to provide an interface for your user to chat. You have the entire page to present the chat window and you control the background. BUTTONS are an important part of a larger use case. They fit in existing content and drive conversation with your visitors. They are smaller, and consist of a "button" to open the engagement window as well as some optional Proactive Messaging, to invite visitors to collaborate with you.
Once setup, links and buttons require two settings:
- ROUTING - i.e. What happens when the visitor starts a chat. (Does it ring humans, does it ring a bot, etc?)
- THEME - What does the visitor metaphor look like?
Buttons also require a few settings be defined, such as what the button looks like, how it behaves and what the optional proactive message looks like. The code snippet for deploying to your web property is available here as well.
Your chat experience should look like your branding. That's where the Ramble Theme Builder comes in to play. While we provide you several default themes from which you can choose, once you edit your theme you'll see there are a myriad possibilities. From changing colors to icons to spacing, the theme builder lets you create a visitor experience that will feel just like your own. Also, all of the engagement window messaging is customizable so you can create multi-language experiences.
Be aware that themes for links and buttons are separate. As mentioned before, links have much more real estate than buttons.
4. Routing Groups
Routing groups segment your members so they can specialize answering visitor chats. Ramble allows administrators to create a communication system that only alerts those that need to be alerted at only the times they are expected to be available. To that end, Routing Groups consist of a few settings:
- A name, obviously, so that it can be identified
- The members associated with the routing group
- The timeout which is a setting for how long the chat should ring before it takes the next step in its journey
- The availability of the routing group. This can be always on or can be custom by both day of the week and hours of the day.
- And, finally, what happens when a chat takes a next step which means either:
- The routing group does not have 24-hour availability and the chat was started off hours (OFFHOURS) OR
- The chat was initiated but nobody answered before the timeout (ROLLOVER)
Traditionally, a company might setup a sales routing group and a support routing group. But there are often many more segmentations, especially as organizations get larger.
Workflows are where the power of Ramble begins to become evident. While workflows work with both buttons and links, links are not impacted by presentation rules (links are always available) or proactive messages (proactive messages are intended to invite the visitor to chat, if a visitor is looking at your link, they're already interested in chatting).
Workflows allow admins to set a series of conditionals to designate behavior. The different elements available to conditionalize behavior include the following list:
Note: Changes saved for workflows are immediately updated and apply the very next time the button is loaded. "Re-deploying" is not necessary.
The 3 main sections of workflow include:
- Presentation Rules (button only) - When the code snippet is deployed to the common footer of a website, presentation rules can manipulate whether the button is hidden or show based on the conditions provided. The engagement window can even auto-open if you want to be aggressive!
- Proactive Messages Rules (button only) - Proactive Messages are customizable based on conditions and can even be personalized with ABM. As mentioned above, the look of the message can be customized in the button builder.
- Routing Rules (buttons and links) - Routing Rules allow you to define the path the visitor chat takes based on conditions. Optionally, a list of options from which your visitors can select can define different paths.
There are other options which can help drive your chat productivity, but they are not critical to driving your first chat traffic. So let's move on to the chat answering metaphor, what we call the Ramble Portal.
Left Menu - Chat Stats
This page is for reviewing a statistical overview of your chat traffic. You can also download your stats to do some more detailed processing if you desire.
Left Menu - Rambles
The chat history of connected conversations between a Ramble user and a visitor will display here. The name of the rep who first took the chat will display under "Agent" and any notes added in the body will show in the last column. A series of filters at the top are included and can help do research and analysis.
Left Menu - Missed
The history of failed visitor attempts to reach you. Visitors who have left a message will include an envelope icon. Those that have not yet been viewed by any Ramble user will be bolded. Like Rambles, a series of filters at the top are included and can help do research and analysis.
Left Menu - Incoming Chats
At the bottom of the left menu bar there is segregated space to show incoming chat notifications. When a visitor wants to chat, that section will change to give you information that visitor and allow you to accept the chat request.
Chat History Record
Once a visitor has requested a chat, a new record will be created in either the Rambles (it was connected) or the Missed tables. Click that row to see the transcript (if connected), message (if missed and a message was left) or merely information about the visitor who was missed.
The Mobile App
Nearly identical functionality exists in the Ramble Chat mobile app which is available on both the Apple App Store and the Google Play Store.
If you've logged in to the desktop portal and allowed desktop notifications, your browser will show a notification, as well as, potentially make an audio sound. (see limitations here) Also, if you've downloaded the mobile app and allowed notifications, your mobile device will alert you to an incoming chat as well.
While Ramble is built on lightning fast technology, we are all at the mercy of the Internet. Your notifications will only be as fast as your connection. Regardless, a vast majority of users experience sub-second notifications when a visitor initiates a chat.
Let's Take Your First Chat
First, determine how you want to initiate the chat. For expediency, create a link and click the right-arrow "Try It" button. A new browser tab will open with the new Ramble link presented. Depending on the options set in the theme assigned, the portal may start ringing immediately alerting of the incoming chat.
Note: It's ok to test in different tabs of the same browser instance. There is no reason to use incognito mode.
Look back at the portal and see the new alert.
Ramble Rep Chat Metaphor
Just a few things to note regarding the rep answering portal. On the right is the "info panel" which will give insight in to the visitor that requested the chat. Data Asks are available under the map, they are explained in detail here. And, a small NOTES section is available in the bottom right for logging comments about the chat.
Personalization is the key to creating the best chat experience for your chat visitors. We highly recommend that you navigate to the Account tab from the main menu and upload your beautiful picture. Also, if you want to update your password, that can be done from a link in the Account page as well.
Finally, there is a lot more power to Ramble than just this getting started guide. We didn't address Data Asks, Bots, Quick Responses, Blacklists and many more. Once you've got the basics down, check out our help guides at https://RambleChat.com/help/ for elevating your chat experience even further!