Last modified July 7, 2015 by Shelly Wolfe

Creating Conversations

The Conversation workflow enables you to create, customize, preview and test Conversations.

There are five sets of steps involved in creating a Conversation:

  1. Select a Conversation template.
  2. Add your Conversation content.
  3. Define the target audience for your Conversation and set the Conversation trigger rules.
  4. Select custom goals to report the engagement or conversion of users following exposure to the Conversation.
  5. QA test your Conversation (optional) and, finally, schedule or launch your Conversation.
To enable Conversation creation in Swrve, you and your development team must first complete the required prerequisites. For more information, see Intro to Conversations.

If you’d like to read some hints and tips before creating your Conversations, see Conversations Best Practices.

A new version of Conversations is available that supports custom fonts and text styling. However, it requires a Swrve SDK upgrade to version 4.8. Any users on older SDK versions will not see new conversations. Once you have upgraded your app to the new SDK, and released it to users, please notify your Customer Success Manager at support@swrve.com to have the feature enabled on your Swrve dashboard. For more information on using custom fonts and text styling, see Conversations Text Styling.

Select Conversation Template

To access the Conversation workflow and select your Conversation template:

Step 1: On the Campaigns menu, click Conversations.

Step 2: On the Conversations screen, click Create Conversation.

Conversation Templates

Step 3: On the first screen of the workflow, in the Name field, enter the Conversation name.

After the Conversation is saved, you can edit the Conversation name at any time by clicking the Edit ( ) icon next to the Conversation name.

Step 4: Select a Conversation template.

Conversation templates are predefined templates for different types of Conversations that you can customize as needed. For more information about the Conversation template options, see About Conversation Templates.

Step 5: Click Continue to proceed.

After you click Continue, the Conversation status is automatically set to Draft and the message is saved on the Conversations overview screen if you decide to exit the workflow and complete it later on.


Manage Content

The options that display on the Manage Content screen depend on the Conversation template you selected on the previous screen. A preview of the page content is displayed, with the option to view how the content will look on various devices.

This section describes the basic steps involved in adding content to your Conversation using the WYSIWYG editor. For more information on editing the content of your Conversation, see Editing Conversations.

Conversation Content

Step 1: Depending on the Conversation template you selected on the initial screen, edit the content of your page by clicking an element and using the available tools to format the element or add additional items (for example, text, emoji, images, videos, survey questions).

Step 2: To add additional content to the page, click the Add (+) icon on the right side of the preview.

Step 3: The Add new content dialog is displayed and enables you to include different types of content on your page. Click an option to add the content to the page. The types of content are:

  • Text – adds a text box to the page. To edit a text element, click the text box. Note: Swrve now supports using emoji in your Conversations content. For more information, see How Do I Include Emojis in Conversations?
  • Image – adds a section to the page for an image. To add an image, click the image placeholder.
  • Video – adds a section to the page for embedding a video (YouTube only). To add the video link, click the video placeholder.
  • Spacer – adds a section to the page for inserting space between other elements. To edit the spacer height, click the placeholder.
  • Star Rating – adds a section to the page for including a single star rating survey with five stars. To edit the rating title or star style, click the placeholder.
  • Choose one – adds a section to the page for including a single question survey. Click the survey heading or buttons to edit the text, or click +Add to add additional responses as needed.
If you click Save or Next and haven’t replaced the default content in a text, image, video or survey options box, a warning message is displayed and the affected page or content is highlighted with a warning icon (!). You can dismiss the message and continue working, however an icon is displayed next to the screen name and you cannot launch the Conversation until the issue is resolved. For more information on how to add the different types of content to your page, see Editing Conversations.

Step 4: After you’ve added the page content, configure any buttons. Click a button to select the button action. The options are:

  • Continue Conversation – takes the user to a new page in the Conversation.
  • Call a Number – prompts the user to call a specific phone number, for example, a support line.
  • Go to Web Page – directs the user to a URL in their default device browser.
  • Go to Deeplink – directs the user to a deeplink within the app.
  • Request Device Permission (iOS only) – prompts the user to authorize permission for push notifications, or grant access to Contacts, Photos, Camera and Location.
  • End Conversation – ends the Conversation and returns the user to the app.

Click the button text to edit it. For more information on configuring button options, see Editing Conversations.

If you add additional pages, the preview displays in the editor and prompts you to select a template for the new page, similar to the Conversation templates. You can navigate between pages using the navigation in the top left corner of the screen.

Step 5: After you have added your desired pages and content, click Next to proceed.

You can save your work on the Manage Content screen by clicking Save at any time. Otherwise, your work is automatically saved when you navigate to the next screen, or click between screens.

Set Targeting and Display Triggers

By default, the Conversation is targeted at all users. On the Set Target screen, you can add additional constraints to your target audience and specify when the Conversation is displayed.

To set the target audience and Conversation trigger rules:

Step 1: Under the Define Target Audience section of the screen, depending on your comfort level with AND/OR logic, select the mode (Simple or Advanced) and primary operator you want to use to filter your audience. For more information about Simple and Advanced mode, see About Audience Filters.

Step 2: Click Add Filter and select the type of data on which you want to base your filter. For detailed information on the data types and filter descriptions, see About Audience Filters.

Step 3: Create your filter using the filter type, operator and value fields provided.

Step 4: Click Add to save the filter definition.

Step 5: In the Set Display Triggers section, select the app events that trigger your Conversation:

  • Include this message in the Message Center – select this check box if your app has an inbox-type feature and you want the Conversation to be triggered from the message center.
    Note: This feature is currently only available as part of our Early Access program and requires use of the Swrve Message Centre API (see the Swrve Message Center API Guide for more information). If you would like to use it, please contact your Customer Success Manager at support@swrve.com.
  • When the user launches the app – select this check box if you want the Conversation to be displayed when targeted users launch the app.
  • When the user triggers the event(s) – select this check box if you want the Conversation to be displayed when targeted users trigger specific events. Swrve provides an auto-complete feature; enter the event name in the search box and then select the event from the displayed list. For examples of triggers to use for Conversations, see Conversations Best Practices.
    • Optional: After you select an event, you can add further conditions to the trigger if the event includes payload values. To include payload conditions, hover your mouse over the event and click Add condition. In the Enter payload parameter box, enter the payload key as configured in your app, and then enter the payload value. You can include additional conditions as needed, edit existing conditions, or remove a condition. Multiple trigger conditions are based on an AND operator; it is not possible to include an OR operator at this time.
If you don’t select a display trigger, when you proceed to the Preview & Test screen a warning icon (!) is displayed next to the screen name and you cannot launch the Conversation until a display trigger is set.

Step 6 (Optional): To define Conversation-level display rules, click Conversation display rules and select the check boxes of the rules that you want to apply. You must then complete the selected rule statements. You can define the following:

  • The number of seconds of app usage that must elapse before a Conversation can be displayed. Note that this rule does not display if you selected the when the user launches the app check box in the previous step.
  • The maximum number of times that the Conversation is displayed to a user in all app sessions.
  • The number of seconds after Conversation dismissal that must elapse before a new Conversation is displayed.
  • Priority of the campaign over others with the same triggers. A lower number means higher priority over other campaigns.

You can also configure Conversation display rules at app level on the In-App Settings screen. If you have configured both app-level and Conversation-level rules, the most restrictive of the two is applied. For more information about configuring Conversation display rules at app level, see Intro to Conversations.


Select Campaign Goals

To select custom reporting goals:

Step 1: While still on the Set Target screen, in the Select Campaign Goals section, select the Primary Goal for your campaign. This is the initial event or purchase you want users to make after being exposed to the Conversation.

  • Event – use to track engagement with a specific feature you are promoting in your Conversation. Select an event from the event name list.
  • In-App Purchase (using real currency) – use to track in-app purchases of promotional items featured in your Conversation. Select of any item or of a specific item, and if required, select the specific item from the item name list.
  • Purchase (using virtual currency) – use to track virtual currency purchases of promotional items featured in your Conversation. Select of any item or of a specific item, and if required, select the specific item from the item name list.

Step 2: If required, select the Secondary Goal for your campaign. This might be an event or purchase you want users to make further downstream. For example, the primary goal of the Conversation might be to have users purchase virtual currency for your app and then the secondary goal would be to track users spending the virtual currency.

Step 3: Click Next to proceed to the Preview & Test screen of the workflow.


Test and Launch

To QA test and launch the Conversation:

Step 1: On the Preview & Test screen, if required, QA test your Conversation before launching it. For more information, see QA Testing Conversations.

Step 2: If you are happy with the preview of your Conversation, perform one of the following actions:

  • To launch the Conversation immediately, click Launch as soon as possible.
  • To define the Conversation activation period:
    • In the Schedule launch section, specify the Start date of the Conversation activation period.
    • If required, specify the End date of the Conversation activation period. If you do not specify an end date, the Conversation activation period is open-ended (ongoing) by default.
    • Click Launch on <scheduled date>.

If you launch the Conversation (without scheduling), its status is set to Active. If you schedule the Conversation to be deliverable from a particular date, its status is set to Scheduled until this time is reached.

To create a copy of the Conversation, on the individual Conversation summary, click Duplicate this campaign. You can edit and launch the copy according to your needs.


Next Steps

  • QA test your Conversation. For more information, see QA Testing Conversations.
  • View the Conversation and its report details on the individual Conversation screen. For more information, see Managing Conversations.
  • Change the status of your Conversation using the buttons on the individual Conversation screen. For example, you can edit, launch, pause or finish a Conversation depending on its current status. For more information, see Managing Conversations.