Dynamic Chat: Things to Know

Level 9 - Community Advisor Level 9 - Community Advisor
Level 9 - Community Advisor

Nowadays, more and more businesses are adopting conversational marketing solutions as a part of their cross-channel marketing strategy. It has become the go-to strategy for driving customer engagement, enhancing customer experience, and driving more revenue. Chatbots, SMS apps, and Live chat are used to enable all such personalized conversations. Chatbots have especially made conversational marketing more accessible. 


With the growing importance of chatbots in B2B Marketing, Adobe Marketo Engage has introduced Dynamic Chat, a new chatbot solution that enables businesses to create contextual and personalized conversations for every visitor.


Dynamic chat is the chatbot for B2B marketing. It is basically a solution for every user to create personalized conversations contextually. Basically, representative chat so the user can easily get the information of the website through a demo shared on every site. 


Now, when it comes to marketing and sales, Marketo brings an opportunity to enhance the Chatbot as a new marketing tool.


Things to know:

Here are a few key things that creates user’s interest in Dynamic Chat:

  • Lead and Account Targeting: It allows you to deploy personalized chat dialogues based on your account and lead attributes.
  • Lead Routing: It allows you to route the leads across your teams.
  • Easy Setup (No Coding Required): It is easy to start with. You can use the pre-built templates and drag and drop feature to set the things up and running.
  • Smart Campaigns: You can perform various lead actions using the triggers and filters provided by the Dynamic Chat. 
  • Book meetings: It allows visitors to book meetings from the chat window itself. 
  • Collect Lead Information: You can customize the dialogues to gather the lead information such as email address, first name, last name, country etc. 
  • Engage and Convert Visitors: The customized dialogues help engage the visitors by guiding them with the product/services web pages. 
  • Chat Analytics: It allows you to track the interactions and other details. 

Benefits of Dynamic Chat:

  1. Improved lead generation: Dynamic chat enables you to offer an optimized customer experience and interactive way for web visitors to engage with your organization, which results in quality lead generation.
  2. Move qualified prospects through your sales funnel quickly: It enables you to send alerts to salespeople about the prospects and their interests.
  3. Better Customer Experience: Interacting with your visitors helps you to find out more about your visitor’s needs and pain points to gather the required information. This information will help you customize your communication.

Best Practices:

  1. Identify your key web pages to start with Dynamic chat
  2. Map your lead's journey and build things around it.
  3. Think of your visitors and define your questions/dialogues
  4. Keep the process easy and quick
  5. Test things and tweak things whenever needed
  6. Make sure to root visitors to a real human based on his/her interest

Use cases:

  1. It is a great way to build relationships.
  2. It is a great way to gain new and valuable information about your visitors/prospects.
  3. It is a great way to deliver personalized information to the visitors
  4. It helps to shorten the sales funnel.
  5. It helps to gain and convert quality leads.

Integration with Marketo:

Dynamic Chat is natively integrated into Marketo. In order to leverage the complete benefit of this integration, you’ll first need to initiate the data sync. The following information is synced:

  • Person field data
  • Company field data
  • Activity data


Adobe Marketo Engage has enhanced the opportunities for businesses to provide anytime assistance to visitors which is quick and efficient. This will help in building strong customer and business relationships based on personalized humanlike conversations. 


Ready to add dynamic chat to your plans? 


Level 2

Thanks for encapsulating Dynamic chat for us. 

Level 9 - Community Advisor

@chiranjeet_shah It's great to hear that it's serving its purpose for you.

Level 9 - Community Advisor

Dynamic Chat New releases:

  • Action Card in Stream Designer: Marketers can use action cards in the Dialogue stream to pass hidden values to the Marketo Engage person record when visitors engage with a Dialogue.
  • Conversational Forms with Marketo Engage Forms: Make Marketo Engage Forms conversational by integrating them with Dynamic Chat Conversational Flows. Instantly qualify leads using form data or Smart List membership for meeting bookings, white paper links, or custom goals.
  • Conversations SDK: Turn any form, landing page, or almost any web page into engaging meeting booking experiences.
  • Custom Meeting Booking Settings: Agents can set custom meeting booking settings such as availability, meeting length, and 'buffer time' between meetings.
  • Fallback Settings: Admins can set custom fallback settings to define what visitors see when agents are not available to chat.
  • Global Performance Dashboard: See how well your Dialogues are performing, including engagement and performance metrics (total and over a time), top performing pages, and top performing Dialogues.
  • Live Chat: Web visitors can chat with sales agents in real time to get their questions answered.
  • Live Chat Performance Dashboard: View how many conversations your live sales agents had and which teams are performing the best.
  • Marketo Engage Smart List Targeting: Marketers can target members of Marketo Engage Smart Lists in Dialogue audience criteria.
  • Meeting Performance Dashboard: See how many meetings are being booked and who they're being booked with.
  • New Dynamic Chat Activities: New activities to support Conversational Flows, Live Chat, and other new features.
  • Real-time Live Chat Notifications: When visitors request to live chat, agents receive real-time in-app and browser notifications.
  • Teams: Create teams of agents that visitors can be routed to for live chat or meeting bookings.
  • Trigger Tokens for New Activities: New trigger tokens are available to support the new activities for Dynamic Chat.

For more information follow the link.

Level 1

Hello! Could someone explain to me this message that pops up in dynamic chat: "You have hit 100% of your engaged conversations limit. Visitors will not be shown Dialogues or Conversational Flows. Contact your account manager to upgrade."? I'm just curious to see if there is a way to look at the limits first, before I ask about upgrading!

Level 10 - Community Advisor

@isabel_dbl, check out this and more about Adobe Dynamic Chat Pricing & Packaging here.

Level 4

@Darshil_Shah1  can you help me understand what qualifies as an engaged conversation or engaged conversational flows? 

Level 10 - Community Advisor

@Chris_Morris1, When a visitor interacts with at least one card in a Dialogue (such as a Question or Info Capture card), it's considered an engagement with the Dialogue. An Engaged activity is also logged in Marketo as soon as they become a known person if already not. This engagement is what counts towards the limits, not just the number of times the chat appears and visitors leave without interacting. Hope this clears things up! Let us know if you have questions. 🙂

Level 4

@Darshil_Shah1 Thank you for that clarification - very helpful! I noticed on the pricing document there are no prices included... Is any pricing information available outside of a conversation with sales? 

Level 10 - Community Advisor

Yes, the Select version of the Adobe Dynamic Cha is the one that comes bundled with the Marketo license (Select, Prime, and Ultimate). However, you can upgrade to the Prime version against a fee that’s based on the number of engaged conversations (tiered pricing based on the engaged conversation count) you choose to include in the bundle. And AFAICT, you’d have to reach out to your Marketo CSM/AE to get the details on the exact pricing.