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Record accepts and declines

A customer's response to an offer is whether they accepted it, declined it, or converted. Offer Manager keeps each customer's responses for each agent, and a rule's Who sees it and Not shown to fields can use them, for example to stop offering a plan upgrade for 30 days to a customer who tapped "Not now". This document describes how to set up an offer's replies so that taps record a response, what the agent's team reports, and how to use responses in a rule.

The example on this page is a resort concierge agent that offers guests a spa booking with two replies, "Book it" and "Not now".

Before you begin

  • You need the editor, admin, or owner role in the org.
  • The agent must send a customer identifier, the subscriber, with each request. Responses are kept by that identifier, and a request without one has no history. See Request an offer.

Give each reply a role

A reply's role says what a tap on it means.

  1. In the console, in the Offer Manager section, click Offers, and open the offer.
  2. For each action, choose what a tap means in A tap records:
    • An acceptance for a reply such as "Book it".
    • A decline for a reply such as "Not now".
    • Nothing for a reply that is neither, such as "Tell me more".
  3. Click Save.

A tap on a reply whose role is Nothing is still counted as an interaction in reports, but it doesn't change the customer's history.

How taps are recorded

A tap is recorded in one of these ways, depending on the reply:

Reply How the tap is recorded
A link, such as "Book it" opening the booking page Automatically, when the customer follows the link.
A suggested reply, such as "Not now" The agent's team reports the tap when the reply arrives as the customer's next message. See Report reply taps.
An answer given another way, such as the customer typing "no thanks" The agent's team reports an accept or a decline event. See Report an accept or a decline.

Each response is recorded once for each offer shown, however often the customer taps or follows the link.

A customer who doesn't answer hasn't declined. Silence records nothing, so a rule that excludes customers who declined keeps showing the offer to customers who ignored it. To limit how often they see it, set How often on the rule.

Use responses in a rule

On the rule's offer card, a condition on past responses names the event, which offer it was about, and how recent it is. For example:

  • Not shown to: anyone who declined this offer in the last 30 days.
  • Not shown to: anyone who accepted this offer in the last 90 days, so customers who booked aren't asked again.
  • Who sees it: customers who accepted any of the agent's offers in the last 60 days, for a follow-up offer.

To add one, click Edit on the field, click Offer history, and choose the event, the offer, and the number of days. Or write it in your own words, such as not anyone who said no to this in the last month. See Write a rule in plain language.

Responses are kept for each agent. A decline in the sales agent doesn't exclude the customer from the care agent's rules. History keeps responses for 90 days, so a condition can look back at most 90 days. See History conditions.

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