Special Note: A conversation WILL NOT be created in your inbox until the customer verifies their contact information.
The Double Opt-In feature is a great tool to use that helps you to maintain positive experiences with your customers while ensuring you are interacting with a real a person.
What is Double Opt-In?
Double Opt-In sends a confirmation email/SMS to your customer after they have provided a contact email or phone number. The confirmation email/SMS asks the customer to verify that they wanted to initiate a conversation with your staff.
How to enable Double Opt-In?
To enable, head over to Advanced> Account Settings in the administrative view:
Important to note there are some additional settings that need to be enabled in addition. They are the following:
Contact Info Required
Always prompt for contact info
Comment not required
These settings ensure that a Loop conversation is created properly in your Inbox.
Once these settings are enabled, when a customer enters their email/SMS information, they will receive an automated message asking them to confirm their submission.
Setting an Automated Message
This message can be configured under the administrative site under Content> Templates.
Once here, click on Create Template. Here you can create a title for the template and select the applicable locations. Next, under the Type dropdown, select Contact Verify.
This will pre-populate a default message with the appropriate merge tags for the customer to verify their account.
This is what the customer sees in their email inbox: