Connect Mailchimp with LiveChat to harness the lead-generating power of live chat. Let your customers subscribe to your campaigns and newsletters while they fill out the pre-chat survey, automatically add customers to Mailchimp Audiences from chat and view their Mailchimp profiles in the LiveChat Agent app.
This integration lets you:
add new contacts to your Mailchimp audience during chats
use data from chat interactions for targeted campaigns
display automated chat invitations with the option to subscribe
send a subscription form in chat
create LiveChat tickets from newsletter replies
create customer journeys based on chat events
Tickets mentioned in this article refer to the old LiveChat ticketing system available to new customers until June 1, 2023. No worries, you can achieve the same using the HelpDesk forwarding options and teams feature.
Tickets mentioned in this article refer to the old LiveChat ticketing system available to new customers until June 1, 2023. No worries, you can achieve the same using the HelpDesk forwarding options and teams feature.
Log in to your Mailchimp account or create a new one.
4
Select Allow to connect LiveChat with Mailchimp.
5
Next, from the drop-down menu select the group to which you want to assign a Mailchimp audience. This option is only available when you have more than one group set up in LiveChat.
6
From the dropdown menu select the first audience you want to connect with LiveChat. You will be able to add more audiences and update the preferred one later. Then select Complete integration.
If you have two websites with two separate email lists, you can use the Groups feature in LiveChat to link each page to a separate audience.
If you have two websites with two separate email lists, you can use the Groups feature in LiveChat to link each page to a separate audience.
The Mailchimp integration is now installed. The subscription form for the Mailchimp audience you selected has been added to the pre-chat survey for the LiveChat Group you selected. You can edit your audiences as well as the pre-chat survey. For step-by-step instructions, see the next section: Settings.
Settings
In this section we go through editing your settings:
Adding and deleting audiences
Updating connected audiences
Pre-chat survey configuration
Email channel configuration
To adjust LiveChat settings for Mailchimp, go to Settings>Integrations & apps>Mailchimp
Add or delete audiences
LiveChat needs to be connected to at least one Mailchimp audience for the integration to work. You can add more audiences in the integration settings, you can also delete audiences.
Add more audiences
Once Mailchimp and LiveChat are connected, you can add as many audiences as you like to each group on your license. All you need to do is:
To delete audiences simply click on the bin icon next to the audience you wish to delete.
Make sure you are not deleting the audience connected to your subscription form in the pre-chat survey. To learn how to edit the audiences connected to the pre-chat survey, see the section below.
LiveChat requires at least one Mailchimp audience to be connected for the integration to work. If you delete an audience linked with the pre-chat survey, make sure to select a different audience in its place.
LiveChat requires at least one Mailchimp audience to be connected for the integration to work. If you delete an audience linked with the pre-chat survey, make sure to select a different audience in its place.
Update connected audience in pre-chat survey
To edit the audience in the subscription form of the pre-chat survey:
Select the Pre-chat survey tile to open the options.
3
From the drop-down menu, select which audience should be included in the pre-chat survey.
4
Select Save.
Now your customers will be able to subscribe to the audience you selected when they fill out the pre-chat survey.
Customize your pre-chat survey
The beauty of the Mailchimp integration is that your customers can subscribe to your newsletters and campaigns while they fill out the pre-chat survey before they start a chat. The opt-in to subscribe is automatically added to your pre-chat survey when you connect Mailchimp with LiveChat. You can edit it in Settings>Chat surveys & forms>Pre-chat survey.
From the drop-down menu select the group for which you want to edit the pre-chat survey (this option is available when you have more than one group set up on your license).
2
You can edit the welcome message as well as the opt-in message. The changes will be visible in the preview on the right.
3
Optionally, mark the email field as required to make sure all customers provide their email address.
4
To finalize, select Save changes.
Repeat for other groups you have connected with Mailchimp.
Send signup form in chat
When you see the customer hasn’t subscribed in the pre-chat survey, or the campaign with the signup form was not triggered, or there is a specific audience for which you prefer to qualify the leads first (e.g. VIP), send the signup form directly in chat.
Here’s how to edit the signup form your agents will be able to send in chat:
If you want to add more audiences, select Add audience.
4
From the drop-down menu, select which audience should be included in the signup form. Then enter the name that will be displayed to the customers.
5
Select Add.
Your agents will now be able to send the signup form in chat. All they have to do is click on the Mailchimp icon in the details section and select Send signup form.
When the customer clicks the Subscribe button, the signup form will open in the chat widget.
Use automatic subscription invites
The signup form can also be displayed as a greeting, an automatic invitation to sign up.
Two new greetings are automatically created on your license when you connect Mailchimp with LiveChat: one for new visitors and one for returning visitors. To view and edit them, go to Engage> Campaigns. Here is a step-by-step instruction on how to do that.
The new visitor campaign is displayed to visitors who’ve visited at least three pages and have browsed your website for at least 30 seconds. The returning visitors greeting is displayed for all returning visitors. To edit the greeting and the appearance of the greeting, select it from the list.
If you would like to create a new version of your subscription invites, use the templates in Settings>Integrations & apps>Mailchimp. Select Targeted messages to see the templates. Select a template on the list to create a new targeted message. You can target the new and returning visitors, or create a custom invitation from the blank template.
Select a template to create a new invitation, and then Edit to customize it. Here is a step-by-step instruction on how to do that. Once you’re done, remember to turn on the new greeting by switching the Status toggle to green.
You can use the templates to A/B test your invitations to subscribe: experiment with different colors of the action button, different images, or different conditions. See which version converts best.
To learn more about targeted messages, see this article.
Turn newsletter replies into LiveChat tickets
You can use LiveChat to handle the replies to your newsletter and campaign emails. All you need to do is forward them to LiveChat, and they’ll become LiveChat tickets.
Update your Reply to email address in your Mailchimp campaign with the ticket address.
Now, when your customer replies to your newsletter or campaign email, a ticket will be created in LiveChat.
Tickets mentioned in this article refer to the old LiveChat ticketing system available to new customers until June 1, 2023. If you’re using HelpDesk tickets or created a LiveChat account after June 1, 2023, please refer to the HelpDesk dashboard guide.
Tickets mentioned in this article refer to the old LiveChat ticketing system available to new customers until June 1, 2023. If you’re using HelpDesk tickets or created a LiveChat account after June 1, 2023, please refer to the HelpDesk dashboard guide.
Usage
View the customer’s Mailchimp details in LiveChat
While the customer is chatting with you, you’ll be able to see the Mailchimp audiences they are subscribed to in the LiveChat Agent app. Select the tile to see more details, such as the audiences this contact is subscribed to as well as their Mailchimp rating.
If they unsubscribed from any of your newsletters or campaigns, you can see which ones and the reason they unsubscribed, if they provided it. You can also go to their profile in Mailchimp from here.
Filter contacts by data from LiveChat
Enhance subscriber profile information for marketers using Mailchimp as a marketing CRM.
Once customers subscribe to your newsletters or campaigns, they’ll be added to your Mailchimp Audiences. When you view an Audience in Mailchimp, you’ll be able to see which customers have subscribed via LiveChat. This will allow you to:
Monitor LiveChat conversion
Create dedicated campaigns for customers who subscribed via LiveChat
When you view individual contacts, you’ll be able to see LiveChat events assigned to particular customers - “Finished chat” and “ChatTagged”. Use these events to build event-triggered automations!
Build event-triggered automations
The integration with LiveChat enables you to create behavior-based automations in Mailchimp. This means that the moment your chat with the customer ends, or gets tagged, their journey with you can begin!
To enable event-triggered automation, go to Settings>Integrations & apps>Mailchimp and switch the toggle.
The Customer Journey Builder in Mailchimp has a pre-built LiveChat trigger. When you set this trigger in a customer journey, the customer is added to the journey once their chat ends or gets tagged. This way you can follow up with customers who came to chat with your team, send them a survey or a special offer.
Building automations based on LiveChat data is very straightforward. All you need to do is go to your Mailchimp account>Automations>Customer Journey Builder, choose Start from scratch, then New starting point>Integration and API, and choose the LiveChat event there. Mailchimp will present you with an option to use “Chat finished” and “Chat tagged” as a starting point for your customer journeys.
Setup steps for chat finished event
1
First stop - your Mailchimp account. Log in using your credentials.
2
Select Automations from the left-hand column.
3
Select Build from scratch.
4
Fill in the name of your new automation. We recommend the name LiveChat to separate this journey from any other you may run. Select Start Building to proceed.
5
Select Choose A Starting Point.
6
Proceed to API & Integrations.
7
Select Chat finished.
8
Select Save Starting Point.
From here on out, your finished LiveChat chats will automatically trigger this email journey. Now let’s see how we can trigger emails once chats get tagged.
Setup steps for chat tagged event
The setup steps for the chat tagged event are very similar to chat finished event steps. You can follow the same steps up until step five and then continue with the instructions below:
1
Instead of selecting Chat finished starting point, select Event API.
