Hi guys, I hope you are marvelously well today in this marketo office hour, we'll focus on the new Marketo conversational Flow and we will review some of the setup we need to make that work. Let's go. So today we'll talk about. the conversational flow. Maybe you've seen like me in your Marketo. When you go on a form, you have this new part here in the part two of the form in settings. Here you can activate a conversational flow setting. So I was wondering what was that and did some research. Finally get it. So we will talk about that today with just before that how do we set up the dynamic chat so that it works. And you know that Marketo is slowly migrating the user management in the Adobe console, which is that it's here. So you access the dynamic, the Adobe console, typing adminconsole.adobe.com. So someone in your organization, certainly the first person who accessed Marketo in the past, has certainly received an email. Allowing this person to access this new Marketo, this new Adobe console. And this is where you have to slowly set up your users, your products, your other products, and the profiles between both so that you will get access. to all Adobe product. So here are access to a number of Adobe products. My Marketo is not yet migrated to this console, so I still manage my user and roles in Marketo in Marketo, but for the chat it's already migrated. It's here. So here I see all the product I have access to and I should have Marketo very soon. But for the moment that's the one that interests me. I can see all the users I have in Merlin/Leonard, and so that's where somewhere here in the parameter account, somewhere that you could create. No, sorry. It's here. You could create an SSL connection between your, uh, your information system and the console. So I don't have that. So I created my users manually. And remember that in the Marketo world you link, you don't link users to products, you link users to profiles and profiles to product. So between the users and the product you need to create profiles. So for instance, if I go back to my products I go to my dynamic chat here. I see all the profiles here. So unfortunately I don't have. Yeah, we have some uh, maybe some description here. So this calendar agent's Merlin/Leonard That's the profile that we will let the user access the calendar part where a user can book a meeting with this user in the calendar. Live agents gives access to the. Uh, to the, uh, sorry, the chat box where you can live chat with the person. We don't have much. We don't have much description on that. Unfortunately. I struggled to find description of the different profiles because here, for instance, a marketing admin marketing user sales admin stand, I'm not so sure what's behind all those profiles. And I look at the documentation, could find any, uh, any information. So what I did basically, uh, I set up my three users as admin of the dynamic chat. And in the user parts, uh, I add a new user, for instance. Let's say I want to add Anne-Sophie again. Anne-Sophie exists as a user, I can copy that and here I have I can add, uh, Anne-Sophie, I can add, sorry. The profile of dynamic Chat to Anne-Sophie. So these profiles are really important because without profile on a product you cannot link a user to a product. So let's give her full rights. I could add a second user, a third user here. So I've not changed anything. So I think I cannot save. But once I do that, if I go to my dynamic chat, which is here, uh, it's open here. Okay. I've got new menus that appeared, especially this live chat. Agent inbox view. I have the meeting view and I can manage, agents, routing rules, chatbot, conversation settings. So let's have a look. Let's have a look at all that agent here. I'm the only agent that that that I have declared. Sorry. Fallback rules that are the system messages if nobody's available. Routing rules. That's how you route the demand of the person to the right agents. So here, for instance, you could say if the country of the person, the visitor is France, I route to myself, if the country is the UK, I will route to Vincent, and if the country is Germany, I don't know. I will route to  Anne-Sophie so that's where we could define all the the routes here. Chatbot settings. So this existed before. It's where you define the style of your chatbot with the icon, name, whatever the privacy settings.  And the JavaScript snippet, the equivalent of the munchkin code you have to put on your website so that it works. So here I took this code and I put that in my Google Tag manager. This is the tag here. I've put in my Google Tag manager so that the chatbot works on my website. What else? Uh, yes. Not this one. Conversational flow settings. That's only for the moment for the style to be set up. So I put my primary colors here and choose the font. And optional title, security settings. if you want to block some email domains or allow some emails domains. Integration. That's where you will integrate with Marketo. And define the fields that are allowed to move back and forth. So you have up to 50 fields. So I've not put up a lot of fields for the moment. You can add new fields here. Right. And agent settings. That's where I will define I will connect my calendar. So each user that has access that will be defined as an agent has to go there and connect his or her calendar so that Marketo can see all the available slots in your calendar. Define some messages here. Do you include the link or not? I'm connected to a Google calendar, so that's why I think there's a Google Meet. If I were connected to a Microsoft family calendar, that would be, I think, a bit different. Meeting availability. That's where I would say I'm available between this day, this day, this day and between this hour and this hour. So just define that I'm available on Monday between nine and noon and then 2 p.m. and 6 p.m., and I want meetings of 20 minutes with ten minutes in between. So that's where I can set up all that and live chat availability again. That's where I would say I'm available between 8 a.m. on and 5 p.m. on Friday, for instance. And my timezone. Right. So if everything is set up normally, I could see all new actions in my chatbot. So last year we had the dialogs that were already available that helps you to create automated scenarios. And now you can enrich that with live chat. We see that just after, but now we have this new menu here, conversational flow where you can trigger a pop up after either, after, a form filled out or after a click on a call to action. So let's look at this one. I created this test conversational flow, where basically you say hi and I want to to trigger that after a form. If the person has ticked the box, I want to book, I want to discuss with me. So here I will just collect the topic of the discussion, and I will route that to myself. Here in the conversation flow, you cannot have access to the live chat box, whereas in dialogs you can. So the difference between dialogs and conversational flow is basically a bit like just a bit like the batch and the trigger in Marketo, the batch are the dialogs. So you set up an automated scenario that can lead to a conversation on certain conditions. So all people who fill those conditions will be proposed the dialog whereas the conversational flow are triggered by the action of the visitor, whether it's, a form fill out or a click on the call to action. We see that here in the settings, you can put the name, the language of your conversation flow. And here you have the trigger. So either you put a call to action with this link behind and that will start the conversation. Or you could also decide that as soon as you arrive on a page or you click somewhere, you can put this code here. Or you could, as I did here in this, uh, form, I created a very simple form with first name, last name, email address, and this field CV_disposable checkbox I used. A field I'm not using for anything else. I'd like to chat with Sylvain. And here in the form settings part two, I said, here in conversation flow, I enabled the conversational flow. The default choice is basically do nothing. But if the field the tick box is set to true, I will start the conversational flow test in a pop up mode. I'm sure we will see more mode here in the future. If I meant from it, it's only pop up if I approve that. Strange. Let's have a test this on this page. So I put the form you just see on this test page on my WordPress website. Sylvain Davril. Okay, I've got my email here. I want to chat with Sylvain. Let's submit. So here my form is not set up correctly. It stays on the page. But I should see the pop up around. Yeah. Thanks for reaching out. Hi. Next, general discussion on Marketo. Here. I enter the email again. That's not really intelligent because I got the email just before I have to change this. It's not a big deal. Try not to create any anything wrong. And here I arrive on my calendar. So remember I said I'm only only available on Mondays. I'm pretty sure my next one days are pretty full, so I could take this. This slot here, and I've got a meeting set up for the 11th of March. That's great. Let's see if it's working. So I've got this email saying a new event has been scheduled. From this page. General discussion on Marketo. This is the lead. That's myself. And that's great. So if I go to my calendar, the 11th of March. Yeah, I have this meeting that is set up for me. That's great. So I've put behind this call to action "Declencheur" which is the French word for trigger. the same Conversational flow. Let's see if it works. Takes some time. Yeah it works. And I could again go through. So let's have a look at this page. Just to be sure what I did. So on this page I put two things. Yeah let's switch to text. So you recognize here. Um. What's that? You recognize here the code for the Marketo form. So basically I inserted the form here. That's something. Yeah I don't need that I think that's that's strange. Oh no it's sorry. It's the it's this the start of the script for the form. But there are special style here. I think this style is not needed. Yeah. This here is not needed. Okay. And for the this word I put basically a hypertext, a hyperlink sorry, with the code given by the conversation flow here. And that gives me the two ways to trigger my conversation. Okay. I got my form and my trigger here. That's great. So what else do we have for the conversational flow? We have some reports here saying what are the results of the flow. So here I've got nothing because yeah, they get some time but not using yet the the flow. Um, I can just like the dialog, put messages, ask questions, use documents if I'm connected, I think with PDF, capture information and book meeting. Yeah, here I've got A goal that has been reached, which is a meeting taken. So if we go back on the scenario we just saw, I waned just to check with you This action meeting booking here. In the routing option, I've got the choice between choosing a dedicated agent. And if I choose agents, I've got access to all the agents I've set up in the setup part here in agent management. I could say let's choose a round robin, meaning that that will be the next available agent. And I think the system is trying to dispatch equally that meeting to all the agents. Or we could use the custom rules we saw here in the routing rules. So that's for more complex management. For instance, geographical routing or routing by skills. I have this option to add attributes. So if I've created in Marketo and sync with the chatbot, my let's see, let's imagine I've created a field for the email of the agent and the name of the agent. I've not created that, so I'm just using my email address. So because it has to match, the type has to match between the agent email and the field, which must be a email type. And I could use another field first name to put the agent name here. Sorry, agent. No. Okay that match. I will not do that because I don't want to put bad data in my fields, but that could be interesting to save which agent had the discussion with this lead. All right. Let's switch now to the dialog and especially the part with the live chat. So I think I created I use the scenario here. Let me check. No, it's not here. Not this one. So. No, you couldn't you. That should be this one. Uh, no. Where is my test dialog, for instance? Yes this one. So here I created in a previous Marketo Office Hour this test scenario where I said hi. Can we help you find anything specific today? And if yes, you went to this... lot of questions, I think I got that from the Marketo library. But here, if you choose. No, thanks. that's not real. Real life case. But here we will see. We will route the person to the live chat just to see how it works. Okay, so I have to answer no thanks. So that I go to the to the live chat. Otherwise it will not work. I have to check first if I am available, otherwise I will not ... no agent will be available for that for the chat. So where do I do that? That would be, I think, in agent settings in live chat availability. So today we are on Tuesday. So I have to say yeah, I'm available all day. Okay. And so this dialog, test dialog.. publish changes... where. So it's on this page. Yeah the same page I was using before and it should trigger. After one second on the page, we have this dialog. Is there anything English? It will show every time. Otherwise, I think I just triggered the dialog when I played with my conversation, so it certainly will not appear. I don't want that. Okay. And I think I've got only one published. Yeah. This one. So let's go back to the page and refresh. I will the camera here. And after once again it should appear. Hopefully. Yeah. Okay. So. It was a very, very long second. Hi, Sylvain. Welcome back. I have to say no thanks. Otherwise I will not be proposed. The life chat. Oh, I've got a popup from Mozilla saying a web visitor wants to discuss. And here I have my window. Dedicated to the dialog. So here I'm on my agent screen. Here I am I'm on the visitor screen. Hey, is this Sylvain? Talking to myself. This is very strange. So here I see as an agent the discussion starting. I see who is arriving opportunity. So I've got a status of the person is known. I could what I could do here, I could answer, yes. I am. Nice to meet you. So I could put some style here. Okay, I could put a hyperlink. I could use an emoji. Let's put this, a smiley and send that. All right. I got the answer here. Uh, could we book a meeting to have a face to face discussion. And here I could decided to include my calendar. Sent. Sure. So here I can click here as a visitor and schedule a meeting with myself again. So same as last time. And that would be great. And I could add the session. So I will see all my conversation here. I got just one element. I could say I'm not available anymore. If I do that what happens? Hello. Do I have a out-of-office? No. Okay. Not sure what does that. So yeah, we could have live discussion now. So the ideal, the ideal business case would be, for instance, What I just did: put a tick box in one of the form, to allow people saying they want to have a discussion now because they want, for instance, to buy a product or service now, and they have a question that needs to be answered right away so that you secure the deal. So, the ability to take immediately, to book a meeting or to better to have a live conversation would help you not to lose the deal and secure the deal. So that's great, uh, that's a great business case. If, for instance, the another business case, if this for instance, I want to download this document that shows that I'm interested in data quality on Marketo. So I will fill out this form. And, after the form, I could trigger a conversation asking the person if he's interested. To know more about data quality. Because why is that? Because I have the nurturing of 11 emails to help people understand what they should do around data quality in Marketo, and that would be a very good place to propose this nurturing for the person. So, yeah, that's something that's something I will certainly do in the future. What I wanted to say is that the chat bot and the live chat of Marketo are free. For the moment, I think there's an upper limit in the number of discussion you can have per day. And it should be, you should pay above this limit. There's another option that you have to pay for, which is the ability to include static list here. When do you don't pay, you just have the attributes of the form you've just created here. So which which is already great because you can create scenarios like just what I've just showed, but, with a static list, for instance, you could say. If the person has a score above a certain threshold. Let's trigger this kind of conversation that's proposed to discuss immediately with the sales. If this person in the is in the static list of, you know, the ABM list of tier one accounts, let's trigger this kind of a conversation. Whereas if he is in a static list for account tier two, this will be the specific conversation it will be driven to. So we could create more complex, more advanced scenarios with this option. Honestly, I haven't contacted my CSM in Marketo to know how much it is, but, that's I know that for sure. That's an option you have to pay for. So now in the Marketo part, once you've created the dialogs and the conversation, you have a whole new family of triggers and filters that have appeared. So let's start with the trigger first. In this folder dynamic chat I have the "Engages with conversational flow", "with dialog" Let's put those on add ins. "Engages with an agent in conversation" or "in dialog". So it means that in the future we will certainly be able to trigger an agent conversation in a conversational flow, which is not the case for the moment "interacts with documents in conversation" or "in dialog", "Reaches dialog goal" which is the little flag, "Schedules meeting in conversational flow" in dialog. And we have a number of constraints here. So the page URL, the conversation status whether it's incomplete or complete, source type, language, the workspace. There are plenty of... let's have a look at my profile here. So during those tests I engage with a dialog here. I've got the page URL on which the dialog took place, the language, the conversation status is initiated. The first one, I didn't close it. The second one I have a transcript here because it's completed. So I could go here and. Ask for the transcript. So this is something I think you can pass to somebody either in chat in the in the plaintext or the chat window. It's nice to have the history of the conversation. We had the URL, completed. Yes. And I have an action an activity type engage with an agent in dialog. So again I've got the transcript here URL, "close by visitor". Yeah. So I think we can do a lot with those triggers. So we can say as soon as, as soon as someone closed, has finished a conversation, we could do that in that and that. Do we have something special here? No, Schedule meeting. So we have specific constraints for the meetings. We have obviously the same with filters here a bit below. Yeah. Well I've got all those triggers as filters. And also I have all those inactivity filters here available. So that's great. We have something more in the flow. Uh, no, no, no, nothing special in the flow regarding the dynamic chat. That hasn't changed, obviously, because. They are triggered on the web sites, not through Marketo. That's normal. So I think that's great for first impression. There's a lot to do. I think we will see in the future more and more option because why is that? Because in source type I think it's source type here. Uh. Here we have email from web, so I'm not sure. What does it mean to source type here? Maybe something for the future interactive UI type we see here. We have chatbot, pop up, inline, headless. I think that's the future options of how to push the conversational flow on the screen, but I think we have only the pop but we could go through chatbot or inline or headless. So we're interesting developing new options really soon. So that was the Marketo Office Hour for fast discovery of conversational flows. Don't hesitate if you need help. Ready to and eager to help you on that and have a wonderful first test. Bye guys!