Overview
Shopper Icebreakers are contextual opening statements that Fullpath Agentic Chat will use to strike up a conversation with visitors on your site. These statements range from a simple offer of assistance for a first-time visitor to a more complex "callback" to a conversation had on a previous visit. Below are examples of first and return visit opening statements.
| An example of a first-visit: | An example of a return visit: | |
Since Fullpath Agentic Chat is linked to your CDXP, it has the ability to delve into shoppers' previous interactions with your dealership and utilize them for starting conversations. This means your chatbot can initialize conversations related to topics including: Shopper's Vehicle of Interest, Dealership Visits, Received Emails, and more!
How do Icebreakers work?
Icebreakers are based on the intent signals we have about shoppers, and leverages that data for more personalized interactions.
When a shopper lands on your site, our code snippet immediately recognizes if this person is a New Shopper or Returning Shopper. A shopper engagement score is calculated and, like all forms of Website Engagement, the individual frequency of the icebreakers is determined by both account settings and shopper intent signals.
New Shoppers
New Shoppers have some general greetings and shopping flows that apply in the beginning, and as that shopper spends more time on site, and they provide more intent signals about who they are what they are looking for, the flow and experience becomes more personalized.
Returning Shoppers
Returning Shoppers are greeted with personalized and contextual interactions. Depending on which page the Shopper lands when coming to your site, they may be engaged with messaging that can include their last known vehicle of interest or services they are interested in.
Frequency Settings
Shopper Icebreakers are connected to your widget frequency settings and can be changed on the Website Engagement General Settings page.
Delay Icebreakers
If you want to delay Shopper Icebreakers by a specific amount of time (e.g. 15 seconds) you may set that up once you have enabled icebreakers:
Disabling Shopper Icebreakers
By default, Shopper Icebreakers are enabled for all Fullpath Agentic Chat clients. This is because our comprehensive testing has shown that conversion rates double when this setting is utilized.
Though we do not recommend it, you can disable Shopper Icebreakers by following the steps below:
- Sign into the Fullpath Dashboard.
- Navigate to Account Settings.
- Under Website Engagement, click ChatGPT.
- This will take you to the screen pictured below. Toggle the Icebreakers switch to off.
For Dealers Using XTime Service Scheduler
Fullpath has an integration with XTime which allows Shoppers to book service directly through the chat and / or Service Module onsite. The scheduled appointment is sent directly into the Dealer's XTime backend for easy followup and confirmation.
For those who would like to enable the 'Icebreakers' feature AND have XTime - an Icebreaker prompt may be added to inform Shoppers they can schedule service right inside the chat conversation.
Default: this feature is OFF by default and when toggled ON the checkmark will turn blue (see image below).