Exercise 3 - Engage Customers with Conversational 2 Way Messaging

The goal of this exercise is to see if our more Inquisitive Tone email that highlights our Instagram page can actually generate more email clicks vs the default email template, using a Path Experiment in our flow.

Step 1: Edit our Flow

1. Within our campaign that is already open, scroll to the very bottom of the campaign, then find and select The Open Flow button under next steps.
   

2. A flow screen will appear with the email template we saw from earlier. Please note you will see a node at the bottom for forwarding email to bot. This shows us that this is a two way messaging campaign.

3. On your flow screen, find and click on the set schedule button right under where it says Segment Triggered Flow.
   

4. When you click on this, a screen will appear on the right asking you to set a schedule. Select any date and time in the future.
   

5. Next click on the email 1 node of our flow. You will see a window appear on the right.
   

6. Scroll to the very bottom of the screen that appears to the section that says select communication subscription. Select Marketing from the drop down. Then click on X to clear this window.
   

7. You can click the X in the top right corner to close the Set a Schedule window. Find and click Save in the top right corner. You will now see the error message for no schedule is gone.
   

8. The next steps require you to follow along with an on screen demo. Please observe this demo to see 2 way messaging in action after you’ve clicked save.

Prompts

Exercise 1 Prompts

Exercise 2 Prompts

Conclusion & Next Steps

Congratulations!

You've successfully completed the Build Smarter Customer Experiences with Salesforce Workshop. You've now seen how easy it is to use AI to create personalized email marketing campaigns, enhance loyalty offerings, answer questions grounded in your data, and empower service employees to provide the white-glove service all customers expect.

Where Do I Go From Here?

Learn in-demand skills for free to drive your company and career forward. Anyone can get hands-on experience building intuitive AI agents that handle everyday tasks, enhance the customer experience, and create business impact. Be an Agentblazer and transform how work gets done.

Check out Trailhead as a next step!