Objective:
To set up a post-booking automation in Charlie that nurtures leads who have booked a call, helping to reduce no-shows by initiating a personalized conversation after the booking.
Tools Required:
Charlie platform integrated with your CRM (e.g., GoHighLevel - GHL)
VSL (Video Sales Letter) or Landing Page with a booking option
Email and SMS systems for appointment reminders
Steps:
1. Setting Up the Workflow in Charlie:
Access Charlie Native:
Log in to the Charlie platform.
Navigate to the Charlie Native section.
Insert a Wait Condition:
Add a Wait condition in the workflow based on the length of your VSL.
Example: If your VSL is 6 minutes and 30 seconds, set a wait time of approximately 8-10 minutes to allow the lead to book a call after watching the VSL.
Configure the Booking Tag:
Ensure that your CRM (e.g., GHL) is set up to apply a Booking Tag (e.g., “booked”) when a lead schedules a call.
This tag will be used to trigger different actions based on whether or not a booking has occurred.
2. Create Conditional Logic in the Workflow:
Add a Condition Based on the Booking Tag:
Insert a Condition Branch in the workflow:
If Tags include 'booked', this indicates that the lead has scheduled a call. The workflow will proceed to post-booking nurturing.
If Tags do not include 'booked', the lead will continue in the normal Charlie conversation flow to further encourage booking.
Post-Booking Automation:
If the lead has booked a call:
Add a Time Delay of 10 minutes to allow the normal appointment reminders (emails and SMS) to be sent out.
After the delay, set up Charlie to initiate a post-booking conversation with the lead.
Normal Charlie Flow:
If the lead has not booked a call:
The lead will continue in the standard Charlie flow, where Charlie will engage in conversation and try to secure a booking.
3. Create the Post-Booking Charlie Use Case:
Clone the Main Charlie Script:
Clone your main Charlie use case/script and name it “Post-Booking.”
Modify the Post-Booking Script:
Change the Intro Message:
Modify the first message to acknowledge that the lead has booked a call.
Example: “Hi [First Name], this is Mia, Amanda’s personal assistant. Amanda asked me to reach out and gather a bit more information about you before your call. Is that okay?”
Adjust the Script:
Shorten the script to include only key questions that help build rapport, such as:
What’s your main goal?
What challenges are you facing?
What have you tried in the past?
Skip any additional questions from the main script that are unnecessary after a booking.
Update the CTA (Call to Action):
Adjust the CTA to reflect that the lead has already booked a call.
Example: “Great! I’ll pass this information on to Amanda, and she’ll dive deeper during your scheduled call. She’s excited to speak with you. Have a wonderful day!”
4. Review and Test the Workflow:
Test the Workflow:
Simulate the workflow by booking a call through your VSL or landing page and ensuring that the post-booking automation triggers as expected.
Check that the correct tag is applied and that Charlie engages in the post-booking conversation.
Adjust if Necessary:
Make any necessary adjustments based on the test results to ensure the process runs smoothly.
Conclusion:
This SOP outlines how to set up a post-booking automation in Charlie to nurture leads who have booked a call, helping to reduce no-shows by engaging them in a personalized conversation. This process ensures that leads feel valued and supported, increasing the likelihood that they will attend their scheduled call.
Final Notes:
Only use this post-booking process if you are experiencing a no-show problem. If no-shows are not an issue, this additional step may not be necessary.