RunBeat Engage User Guide – RunBeat Media Docs

Overview

RunBeat Engage is a customer engagement platform designed for radio station sales teams. It lets you embed a live chat widget on your customers' websites, track visitor behaviour in real time, score leads automatically, and connect with prospects — all with deep integration into RunBeat CRM, Contracts, Calendar, and Bonus.

Think of it as your station's sales intelligence layer: you see who's browsing your rate card, how long they've been on your site, whether they're a returning visitor, and you can proactively reach out at exactly the right moment.

Getting Started

Log in at runbeatengage.com with your Microsoft 365 account
Go to Widget Config and set your brand colour, logo, and welcome message
Copy the embed code and add it to your website before the closing </body> tag
Create some Knowledge Base articles about your services and rates
Set up Lead Scoring rules to prioritise your best prospects
Configure Proactive Triggers to automatically engage visitors

The chat widget is a small JavaScript snippet that you embed on your website. It creates a chat bubble in the corner of the page that visitors can click to start a conversation.

Configuration Options

Primary Colour — matches your brand
Position — bottom-right or bottom-left
Logo — your station logo displayed in the chat header
Welcome Message — shown when agents are online
Offline Message — shown when no agents are available
Pre-chat Fields — name, email, company (configurable)
Business Hours — when agents are expected to be available
AI Bot — enable/disable the AI chatbot with custom greeting

The widget loads asynchronously and uses Shadow DOM, so it won't affect your website's styles or performance.

Agent Dashboard

The Dashboard is your main workspace. It's a split-pane view:

Left panel — live visitor list (with lead score badges) and conversation queue
Right panel — active chat view with message history and visitor context

Visitors are colour-coded: hot (score 70+), warm (30-69), cold (0-29).

Conversations

Conversations flow through these statuses:

Bot — AI chatbot is handling the conversation
Queued — waiting for an agent to pick up
Active — an agent is chatting with the visitor
Resolved — conversation completed
Missed — visitor left before being connected

Agents can assign conversations to themselves, transfer to colleagues, add internal notes (not visible to visitors), and resolve when done. Visitors can rate the conversation 1-5 stars after resolution.

Visitor Tracking

Every visitor to your website is tracked automatically:

Page views with URL, title, referrer, and UTM parameters
Time on page and scroll depth
Device type, browser, and operating system
Approximate location (country and city)
Visit count and first/last seen timestamps
Returning visitor detection via browser fingerprint

When a visitor provides their email (via pre-chat form or bot conversation), they become an identified visitor and can be matched to CRM accounts.

Lead Scoring

Lead scoring automatically rates visitors based on their behaviour. Configure rules with these signal types:

Page views — score visitors who view many pages
Time on site — score visitors who spend significant time
Return visits — score returning visitors higher
Specific page — score visitors who view key pages (e.g. /rate-card, /pricing)
Referrer source — score visitors from valuable referrers
Scroll depth — score visitors who read deeply
Chat initiated — score visitors who start a conversation

Scores decay over time for inactive visitors. The hot/warm/cold thresholds are configurable.

Proactive Triggers

Triggers automatically send messages to visitors based on their behaviour — no agent action required. Configure rules with these trigger types:

Time on page — "You've been browsing for a while — can we help?"
Specific page — "I see you're looking at our rate card — want to discuss options?"
Scroll depth — engage visitors who've read deep into a page
Visit count — "Welcome back! Anything we can help with today?"
Lead score — automatically engage high-scoring visitors
Referrer — customise messages for visitors from specific sources
Exit intent — catch visitors as they're about to leave

Each trigger has a cooldown period to avoid annoying the same visitor repeatedly.

AI Chatbot

The AI chatbot (powered by Amazon Bedrock) handles conversations automatically using your Knowledge Base articles. It can:

Answer questions about your services, rates, and offerings
Collect visitor information conversationally
Hand off to a human agent when it can't answer or the visitor requests it
Log unanswered questions for you to review and add to the KB

The bot respects business hours — it handles all conversations outside hours and hands off during hours when agents are available.

Knowledge Base

The Knowledge Base powers the AI chatbot. Create articles about:

Your station's services and coverage area
Advertising rates and packages
Technical specifications (ad formats, deadlines)
Contact information and office hours
FAQs about working with your station

Articles can be created manually or imported automatically from your website using the AI Website Import feature (see below).

The Unanswered Questions tab shows questions the bot couldn't answer. Promote them to articles or dismiss them.

AI Website Import NEW

The fastest way to build your knowledge base. Paste your website URL and Engage will:

Crawl your website — discovers pages via your sitemap and internal links (up to 30 pages, 2 levels deep)
Extract content — strips navigation, footers, and boilerplate to get the meaningful text from each page
Generate articles — uses OpenAI to create structured, categorised KB articles from your page content

The whole process takes 1–3 minutes and runs in the background. You'll see a progress bar showing pages discovered and processed.

How to use it

Go to Knowledge Base and click the "Import from Website" tab
Paste your website URL (e.g. https://yourstation.com) and click Import
Wait for processing — you can navigate away, it runs in the background
Review the generated articles in the Articles tab — edit, refine, or delete as needed

What it extracts

Services and offerings
Pricing and rate card information
About and team pages
Contact details and office hours
FAQs and support content
Coverage area and technical specs

The crawler automatically skips images, PDFs, login pages, and admin areas. Articles are categorised (About, Services, Pricing, Contact, FAQ, etc.) and tagged for easy organisation.

Availability: Professional and Enterprise tiers. Part of the setup wizard — look for "Import KB from Your Website" in the guided wizards.

Cross-App Integration

This is where Engage really shines. While chatting with a visitor, you can:

CRM — See the visitor's CRM account, contacts, pipeline stage, and recent activities in the sidebar. Create a new CRM account directly from the chat.
Contracts — Send a contract from your RunBeat Contracts templates, pre-populated with the visitor's details.
Calendar — Book a meeting using RunBeat Calendar, checking your availability and creating the event automatically.
Bonus — See the quota value of the visitor's account ("this account is worth £X to salesperson Y").
Prospector — Auto-enrich the visitor's company data via Companies House when their email domain is identified.

Canned Responses

Pre-written responses for common questions. Each has a shortcut (e.g. /hello, /rates) that you type in the chat input to quickly insert the response. Shared across all agents in your station.

Reports & Analytics

The Reports page shows key metrics:

Total conversations, average first response time
Unique visitors and page views
Bot resolved percentage
Average satisfaction rating
Top pages and referrers
Agent performance (chats, response time, rating)
Lead score distribution

Filter by time period: 24 hours, 7 days, 30 days, or 90 days.

Standalone Access

RunBeat Engage is available in two ways:

CRM-integrated — access from the RunBeat CRM navigation at runbeatcrm.com. Full integration with CRM accounts, contacts, pipeline, and all cross-app features.
Standalone — access at runbeatcrm.com/engage for users who don't have a CRM station. Same pattern as the Companies House Prospector — auto-provisions a personal Engage workspace on first login.

Both modes use the same Cognito authentication (Microsoft 365 login). Standalone access is controlled by platform admins — users from RunBeat group domains (@runbeatradio.co.uk, @central.radio, @beyondradio.co.uk) are auto-allowed. Other users need explicit access grants.

No separate domain is needed — Engage runs as a CRM microservice on port 3012, proxied through the CRM nginx config. The widget JS is served from the CRM CloudFront CDN.

Subscription Tiers

Feature	Starter (£29/mo)	Professional (£59/mo)	Enterprise (£99/mo)
Chat widget	✅	✅	✅
Visitor tracking	1,000/mo	10,000/mo	Unlimited
Agent seats	2	5	Unlimited
AI chatbot	—	✅	✅
AI website KB import	—	✅	✅
Proactive triggers	3 rules	10 rules	Unlimited
Knowledge base	20 articles	100 articles	Unlimited
CRM integration	—	✅	✅
Cross-app actions	—	—	✅
Prospector enrichment	—	—	✅
Analytics	Basic	Full	Full + export
Chat retention	30 days	1 year	2 years
Custom branding	—	—	✅

User Roles

Role	Permissions
Station Admin	Full access: configuration, agents, analytics, KB, all features
Sales Manager	Chat, visitor list, analytics, KB management, CRM actions
Agent	Chat, visitor list, canned responses, KB search
Platform Admin	Cross-station access, platform analytics, tier management