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amishra
New Participant
July 22, 2023
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Dynamic Chat - Audience Criteria

  • July 22, 2023
  • 1 reply
  • 3790 views

Hi All,

 

We have a Dynamic chat bot flow set up for new visitors however we've noticed that chatbot is triggering for known leads also.

 

Chatbot audience criteria used is : Email address = empty & SFDC lead if = empty

 

As per my understanding dynamic chat uses munchkin code to identify the known leads, does that also mean if an existing lead use new device and interacts with bot it will be treated as new lead and later will get merged automatically by Marketo ? if yes is there suggested workaround for it as we want only new leads to through the flow.

 

What are other possible scenarios that bot with criteria "email address =empty" will trigger for existing leads.

 

Regards

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    Best answer by Darshil_Shah1

    Your Audience criteria (i.e., Email Address is Empty) is accurate for identifying people who are anonymous. You might not need SFDC Type = Empty as well along with it.

     

    Chatbot audience criteria used is : Email address = empty & SFDC lead if = empty

    Do these known people have the Email Address field populated? If they don't have an email address and are Marketo only person records then it'd make sense for them to see the DC even if they are cookied.

     

    And, yes the Dynamic chat also uses the Munchkin JS, but you need to understand the fact that if a person who's known in your Marketo database visits your website from a new browser/device/clears cookies, Marketo would still consider that person as an Anonymous record as the Munchkin token is no longer associated with their person record in Marketo. Also, yes Marketo will upsert a lead (just like form fills) for people who interact with Dynamic Chat and will not create duplicate person records even if they engage as an anonymous record, i.e., not as a cookied record.

     

    What are other possible scenarios that bot with criteria "email address =empty" will trigger for existing leads.

    As said above, the DC would most likely trigger for a known cookied person record w/o the Email Address field populated.

     

    1 reply

    Darshil_Shah1
    Darshil_Shah1Accepted solution
    Community Manager
    July 22, 2023

    Your Audience criteria (i.e., Email Address is Empty) is accurate for identifying people who are anonymous. You might not need SFDC Type = Empty as well along with it.

     

    Chatbot audience criteria used is : Email address = empty & SFDC lead if = empty

    Do these known people have the Email Address field populated? If they don't have an email address and are Marketo only person records then it'd make sense for them to see the DC even if they are cookied.

     

    And, yes the Dynamic chat also uses the Munchkin JS, but you need to understand the fact that if a person who's known in your Marketo database visits your website from a new browser/device/clears cookies, Marketo would still consider that person as an Anonymous record as the Munchkin token is no longer associated with their person record in Marketo. Also, yes Marketo will upsert a lead (just like form fills) for people who interact with Dynamic Chat and will not create duplicate person records even if they engage as an anonymous record, i.e., not as a cookied record.

     

    What are other possible scenarios that bot with criteria "email address =empty" will trigger for existing leads.

    As said above, the DC would most likely trigger for a known cookied person record w/o the Email Address field populated.

     

      A
      amishraAuthor
      New Participant
      July 28, 2023

      @darshil_shah1  Thanks for your insights,

       

      Had sort of the same understanding and thanks for confirming it, reason we have Sf lead field is we get some leads from SF which do not interact with the content - have unique journey! 

      Darshil_Shah1
      Darshil_Shah1
      Community Manager
      July 28, 2023

      Gotcha- that makes sense then. Thanks, @amishra! 🙂

       

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