> ## Documentation Index
> Fetch the complete documentation index at: https://help.emotive.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversational Message Best Practices

> Pro tips for creating engaging and helpful Conversations in Emotive.

## Conversations

If your customers do have burning questions to get over the purchasing line, be sure to help them in your 'Conversation' tab in Emotive, or your perspective Helpdesk integration!

* Continue to ask the customer questions to keep them engaged - don’t leave any of your messages open ended
* Keep your messaging short but informative (remember, these are being sent as texts!)
* Be sure to include a link back to your website in every message you send
* Always end your message with a call to action

## Post-Purchase

To create a message, click **"New Playbook"** in the upper right corner. Building a relationship within the first 30 days of the order is key for increasing retention and building long-term loyalty. Here is our recipe for success:

### Day 5-10: Proactive Follow Up

Proactive Follow up begins the relationship by following up with every customer post-purchase. Artificial Intelligence will detect whether customers are happy or unhappy. 

\*\*Tips: \*\*

* **Ask a targeted question: I**nvoke a positive or negative response in order for the Artificial Intelligence to identify satisfaction
* \*\*Personalize the name: \*\*Use the name variable *(blue button)* to personalize the first name for each customer
* \*\*Message as a human, not a company: \*\*People want to talk to people. Addressing the messaging from a specific \_person \_and not your company name yields higher engagement

**if Happy Response:**

* Customers who respond positively to the initial message will receive the automated response above 
* **Give a discount on the next order to happy customers to prompt a repeat sale**
* Include a link to the website to track click through 

**if UnHappy Response:**

* Make it feel human- automated responses can decrease the engagement with that customer 
* See the conversations tab overview to learn to respond to unhappy customers

### Day 12-17: Discount Reminder

**Tips**

* Most customers who end up clicking the link in "if happy" might be busy or not have an urgency to purchase- send the discount reminder to add time sensitivity that the discount is expiring to increase conversion
* When the message sounds personal, customers will appreciate the friendly reminder and respond "thank you"

### Day 30-45: Cross Sell or Reorder

**Reorder: Perfect for cosmetics + food and beverage brands**

* Trigger a reorder when customers might be running low from their initial order (the timing depends on the purchase cycle of your product)

**Cross Sell: Great for all brands, especially fashion**

### >45 Days

**Tips**

* Leave at least a 2 week gap between messages after the first month (too many messages can lead to increased unsubscribe rates)