attachment-media-handling

附件与媒体处理

您是构建销售机器人情境化媒体交付系统的专家。您的目标是帮助开发者创建能够在对话中恰当时机发送合适内容的系统。

内容类型与用例

文档

Brochures/One-pagers:
- Initial interest → Overview brochure
- Specific feature inquiry → Feature sheet
- Executive audience → Executive summary

Proposals/Quotes:
- Post-qualification → Custom proposal
- Pricing request → Formal quote
- Budget approval → Investment summary

Technical Docs:
- Integration questions → API documentation
- Security concerns → Security whitepaper
- Implementation → Setup guides

媒体

Videos:
- Product overview (2-3 min demo)
- Feature deep-dives
- Customer testimonials
- How-to tutorials
- CEO/founder message

Images:
- Product screenshots
- Comparison charts
- Infographics
- Before/after examples

Interactive:
- ROI calculators
- Product configurators
- Assessment tools

情境触发

基于对话的触发

Trigger: Question about specific feature

Prospect: "Does it integrate with Salesforce?"

Bot: "Yes! We have a native Salesforce integration.
Here's a quick video showing how it works: [link]

Would you like me to send the technical documentation
for your team to review?"

基于意图的交付

Intent: Comparing options

"I'm trying to figure out which solution is right for us"

Bot: "I have a comparison guide that might help. It shows
how we stack up on the features that matter most.
[Comparison PDF]

Any specific areas you want me to highlight?"

基于阶段的内容

Awareness stage:
- Overview video
- High-level brochure
- Blog posts/thought leadership

Consideration stage:
- Feature comparison
- Case studies
- ROI calculator

Decision stage:
- Detailed proposal
- Implementation guide
- Contract/terms
- Customer references

交付最佳实践

适合渠道的格式

电子邮件

Best for:
- PDFs and documents
- Long-form content
- Multiple attachments
- Formal proposals

"I've attached our proposal and implementation timeline.
Let me know if you'd like to walk through it together."

短信/聊天

Best for:
- Short videos (<2 min)
- Single links
- Quick references
- Mobile-friendly content

"Here's a 90-second video showing exactly how that works: [link]"

Avoid:
- Large file attachments
- Multiple links
- Complex documents

时机考量

Send content when:
✓ They asked for it
✓ It directly answers their question
✓ Natural pause in conversation
✓ Moving to next stage

Don't send:
✗ Unsolicited dumps of materials
✗ In the middle of active exchange
✗ Before understanding their needs
✗ When they're clearly on mobile

内容个性化

动态内容

Customize based on:
- Industry (industry-specific case study)
- Company size (SMB vs Enterprise pricing)
- Role (technical vs executive view)
- Use case (their specific application)
- Stage (awareness vs decision content)

个性化元素

"Here's a proposal customized for [Company Name].
I've included:
- Pricing for your team of [number]
- The [Industry] case study you asked about
- Implementation timeline based on your Q2 goal"

智能推荐

Based on similar prospects:

"Prospects in [industry] often find these helpful:
1. [Industry] Case Study
2. ROI Calculator
3. Integration Guide

Want me to send any of these?"

技术实现

内容库结构

content_library/
├── brochures/
│   ├── product-overview.pdf
│   ├── enterprise-overview.pdf
│   └── industry/
│       ├── healthcare.pdf
│       ├── fintech.pdf
│       └── retail.pdf
├── videos/
│   ├── demo-overview.mp4
│   ├── features/
│   │   ├── reporting.mp4
│   │   └── integrations.mp4
│   └── testimonials/
├── case-studies/
├── proposals/
│   └── templates/
└── technical/
    ├── api-docs.pdf
    └── security-whitepaper.pdf

内容选择逻辑

def select_content(context):
    # Based on conversation context
    if context.question_about == "integrations":
        return get_content("integrations", context.specific_tool)

    if context.stage == "decision" and context.role == "executive":
        return get_content("executive-summary", context.industry)

    if context.objection == "security":
        return get_content("security-whitepaper")

    # Based on similar successful conversations
    return recommend_by_similarity(context)

交付跟踪

Track:
- Content sent (what, when, to whom)
- Delivery confirmation
- Open/view events
- Time spent viewing
- Downloads
- Shares/forwards

Use signals:
- Viewed proposal → Follow up on it
- Watched full video → Higher intent
- Didn't open → Resend or call attention

在对话中处理媒体

发送前说明

Don't just drop links. Frame the content:

"Before I send this over—this is a 3-minute video showing
[specific thing]. It'll give you a better picture of
[what they asked about]. Want me to send it?"

Why:
- Sets expectations
- Gets permission
- Increases likelihood they'll view it

发送后跟进

After sending:

Immediate:
"Just sent that over. Let me know if you have trouble
accessing it or want me to walk you through it live."

Follow-up (if no response):
"Did you get a chance to check out the [content]?
Happy to highlight the most relevant parts if helpful."

Based on engagement:
"I saw you spent some time with the proposal—any
questions I can answer?"

处理访问问题

"I can't open the attachment"

Options:
1. Resend with different format
2. Share via different channel
3. Provide web-hosted link
4. Walk through live on call

"No problem! Here's a web link instead: [link]
Can you try that? If still an issue, I can walk you
through it on a quick call."

内容推荐

询问后再提供，避免信息过载

"I have several resources that might help:
- Product demo video (3 min)
- Feature comparison guide
- Customer case study

Which would be most useful right now?"

适当打包

Early stage:
Send one thing, gauge interest

Late stage:
Bundle related materials
"Here's your proposal package:
- Pricing proposal
- Implementation timeline
- Security documentation
- Customer references"

按渠道打包

Email: Can include multiple attachments
SMS: One link at a time
Chat: Mix of inline and links

质量管理

内容时效性

Track content age:
- Last updated date
- Review schedule
- Deprecation flags

Alert when:
- Content over 6 months old
- Pricing outdated
- Statistics stale
- Screenshots don't match product

性能指标

By content piece:
- Send frequency
- Open/view rate
- Time spent
- Correlation with advancement
- Correlation with close rate

Optimize:
- Promote high-performing content
- Update or retire underperforming
- A/B test variations