Skip to content

Offer Manager

Offer Manager decides when an offer belongs in a conversation your agent is having with a customer, and which offer to show. Your agent asks for an offer at the points in the conversation you define, and Offer Manager returns zero or one offer, rendered for the channel: an RCS rich card, an SMS message with a link, or a webchat card.

Offer Manager is for marketers whose brand already talks with customers in customer service, concierge, or marketing conversations, often through an AI agent. Marketers manage the offers, and the conditions under which they appear, in the console. Changing an offer or a rule doesn't require a change to the agent.

Capabilities

Capability What it does
Moments You define the moments where an offer could fit, such as after check-in, and your agent asks for an offer when one arrives.
Audiences and exclusions Rules match on attributes your agent sends and on each customer's past responses, such as excluding anyone who declined the offer in the last 30 days. Rules can also be limited by channel, schedule, and frequency. See Rule conditions.
Plain-language rules Each rule reads as an offer card, one sentence per field, and you can change a field by writing what you want in your own words. An estimate of reach shows how many recent requests a draft would match before you save.
Copilot An assistant in the console answers questions, drafts changes across moments, offers, and rules for your approval, and explains why a customer saw an offer.
Priority and fallback Higher-priority rules win, and fallback rules set a default offer for when no specific case matches.
Frequency caps and limits Caps on each moment, offer, and rule keep a customer from seeing the same offer too often. Limits cap a rule's impressions or fill rate.
Engagement-weighted selection By default, a rule favors the offers that earn more engagement and keeps showing the others some of the time.
Context-aware decisions When your agent sends a summary of the conversation, the decision favors offers that fit it, and an appropriateness check withholds offers in sensitive moments.
Channel-native rendering The same offer renders as an RCS rich card with suggested actions, an SMS message with a link, or a card for webchat. See Render formats.
Measurement Taps on offer links are tracked automatically, your agent reports deliveries and conversions, and the console reports performance by offer, moment, and rule.

How an integration works

  1. In the console, you create moments, offers, and rules.
  2. When a moment arrives in a conversation, your agent requests an offer, naming the moment, the channel format, and attributes of the customer or situation.
  3. If an offer fits, your agent sends the returned message to the customer unchanged. If no offer fits, the response is empty and the agent continues the conversation.
  4. Your agent reports deliveries and conversions, and you review performance in the console.

Agents built on Dialogflow or Twilio Studio can request offers with the steps in Request offers from Dialogflow and Request offers from Twilio Studio.

Availability

The Advertising.chat team enables Offer Manager for each org. Request access if you don't have an account. In an org without Offer Manager, the console shows an Offer Manager page with a Contact us to enable button.

What's next