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Put a personal link in your outbound emails. When someone clicks it, the chat on your website opens with a greeting written for them, like “Hi Jane, want to see what we could do for Acme?”, and the agent already knows who they are.
Link Studio on the Links tab: the Q4 outbound link with its Name, Page, Greeting and Email tool fields on the left, and the chat preview on the right greeting Jane by name. Link Studio is marked in the sidebar.
1

Make a link

Open Link Studio in the sidebar, under Agent Studio. On the Links tab, select New link.
The Links list with one link, Q4 outbound, using the Default greeting on /sales-demo/evolve/services, and its ID lk_thg6u5. New link is marked.
2

Name it, pick the page and the greeting

Give the link a Name your team will recognize, such as the campaign. Under Page, type the page it opens, as a path like /pricing or a full address. Under Greeting, pick what the chat says. Darwin gives each link an ID like lk_thg6u5; select it to copy it.
The Q4 outbound link with its Name, Page and Greeting fields. The link's ID, lk_thg6u5, is marked.
3

Write the greeting

On the Greetings tab, select a greeting or New greeting. Write one line, and type / where a detail goes: First name, Company, Job title or Last name. Each one shows as a pill.
The Default greeting being edited, with First name and Company pills. Typing a slash opened a menu of First name, Company, Job title and Last name, which is marked.
Select a pill to set what the chat says when a link doesn’t carry that detail, such as “there” or “your team”. Leave it empty to leave the word out, or select Remove to take the pill out.
The Company pill selected, with a box under it reading If it's missing, say, set to your team. The box is marked.
The list shows how many links use each greeting.
The Greetings list with the Default greeting, Hi First name, want to see what we could do for Company?, and 1 link marked as using it.
4

Check the preview

The chat on the right shows the greeting filled in. Under Preview as, choose Jane Cooper, Acme to see it with every detail, or No details to see it with your fallback words.
Preview as set to No details, and the chat preview reading Hi there, want to see what we could do for your team? No details is marked.
5

Save

Select Save changes. A link only works once it’s saved; until then its copy button reads Save to copy.
The bar at the bottom of the editor reading Unsaved changes, with Discard and Save changes. Save changes is marked.
6

Copy the link into your email

Back on Links, choose your Email tool: HubSpot, Instantly, Apollo, Outreach, Salesloft, lemlist, or Other / CSV. The box shows the link with that tool’s fields for each person’s details. Select Copy link and paste it into your email or sequence.
Email tool set to HubSpot and the link to paste, with the dw ID and the HubSpot fields for contact email, first name and company. Copy link is marked.
Your email tool fills in each person’s details when it sends. Jane’s click opens your page and the chat greets her.
The chat's opening message on the website reading Hi Jane, want to see what we could do for Acme?, with the reply buttons Explore services, See pricing and Book a meeting.
7

Choose what happens when someone clicks

On the Settings tab, Greet people from personal links (1) turns the greetings on or off. Save them as a contact and Fill in the booking form are always on. Turn off Email the team when someone opens their link (2) if you don’t want those emails.
The Personal links settings: the Greet people from personal links switch marked 1, Save them as a contact and Fill in the booking form always on, and Email the team when someone opens their link marked 2.

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What happens when someone clicks

  • The chat’s opening message is replaced by the link’s greeting, filled in with their details. It shows even on pages where you’ve hidden the opening message, and stays on the next pages they open in the same tab.
  • The agent knows the name, company and title the link carried, so it won’t ask for their name or email again. The booking form is filled in for them.
  • If the link carries an email address, Darwin saves the person as a contact or updates the one you have, like a form submission.
  • Your team gets an email such as “Jane Cooper from Acme opened your link”, once per person per link each day. Each teammate can turn these off under Account menu → Notifications → Personal links.
In Conversations, a conversation that started from a link shows From personal link and the link’s name.
A conversation header for Jane Cooper with the From personal link badge marked and the link name Q4 outbound.
This person, beside the conversation, shows their details, their personal link visits and their other conversations.
The This person panel: Name Jane Cooper, Email jane@acme.com, Company Acme and Title VP of Operations.

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Good to know

  • After the chat loads, Darwin removes only the link’s own parameters (dw, dw_email, dw_first, dw_last, dw_company, dw_title) from the address bar. UTM tags, gclid, your other parameters and #anchors stay, so your analytics and forms keep their campaign tracking.
  • If your email tool couldn’t fill in a detail and the link arrives with something like {{firstName}}, Darwin ignores it and uses your fallback words.
  • Visits from personal links are left out of the page’s opening experiments, so they don’t skew the results.
  • The chat must be installed on the page the link opens. See Install the chat on your website.
  • The chat keeps a first-party cookie, darwin_vid, on your own domain. It holds the same visitor ID the chat already keeps in the browser, so www.example.com and example.com count as one visitor.
  • Link Studio is on every plan.

Read visitor conversations

See the conversations your links start.

Choose your email updates

Turn the personal link emails on or off for you.