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What Are Saved Responses? 3 Use Cases

Learn about the Saved Responses feature in ActiveCampaign, including three ways to use it that you can apply to your business' sales and marketing communications today.

 

Saved Responses is a new feature in ActiveCampaign that enables you to create saved responses for emails sent from Contacts or Deals in the platform.

We made this feature accessible from within a contact profile and a Deal record so it’s as easy as possible to create, personalize, and send off all the different types of one-on-one messages you most often send.

Read on to learn more about Saved Responses, including three easily adoptable ways to use this feature.

What are Saved Responses?

Saved responses are templates for one-off emails sent from a contact’s profile or a Deal record.

You can think of Saved Responses as the personal email version of the template library in Campaigns. (Remember, a campaign is any email you send to a list or segment of contacts, including emails sent via an automation. The template library stores all of your campaign templates. Personal emails are the one-off emails you send to a single contact from that contact’s profile or from a Deal record. You can now save all of your personal email templates as saved responses. Learn more about the difference between campaign emails and personal emails here.)

Also like campaigns, you can see when a contact has opened a personal email in the “Recent Activities” feed on the right of a contact’s profile page (as long as the contact is in your database). You cannot, however, track link clicks in personal emails.

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Using Saved Responses

You can find Saved Responses in the My Settings page of your ActiveCampaign account:
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We recommend first setting up categories for your saved responses before creating the content of the messages.

Creating and Editing Categories

What kind of responses do you anticipate needing to send? Once you have an idea, you can set up your Categories.

For starters, two potential categories that most businesses could use are “Pre-Sales” and “Post-Sales.” Feel free to start with these and add more as needed.

Note: Saved responses are global, which means that if you have multiple users in your ActiveCampaign account, any saved responses that are created will be accessible for all account users. If each of your team members need their own library of saved responses, you can use Categories to organize this:

  1. Create a category that is the name of each team member
  2. Have each team member create and save their own responses in their respective categories.

For example, if you have a sales team member named Tim, create a category called “Tim.” Then, Tim can develop all of his response templates and save them under the “Tim” category.

To set up your Categories, click the Manage Categories button, then select “Add Category.”

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You can edit the name of an existing category by clicking the Edit button on that category’s row. To delete a category, click the arrow next to “Edit,” and click the Delete button. You can also search for a category using the search box in the top right of the modal.

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Creating Saved Responses

Once you have your message Categories in place, it’s easy to create saved responses. To get started, simply click the green Add Response button. In the “Add New Saved Response” modal, you’ll be prompted to create a response name and select a category for your message from the “Category” drop down menu.

To learn more about creating saved responses, check out our detailed help doc on the topic.

Once you’re finished crafting your message, select “Add” to save your new response. At this point, the message you just created will be available to edit and send off to a contact from the contact’s profile or from a Deal record.

Note: Because Saved Responses is a global feature, an email that is sent via a saved response will always come from the logged in user; unlike Campaigns or Automations emails in which the “From” name can be edited before sending.

Personalizing Saved Responses

Saved responses can be customized for individual contacts through the use of personalization tags, representing custom fields, eCommerce data, geographic data, and more.

To insert a personalization tag into your message, type “%” to access a menu of available tags from which you can make your selection. If you’re adding a tag to the message before you send it off from a contact’s profile or Deal record, the tag will autopopulate with the value it represents for that particular contact:

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When a personalization tag in your message appears red, it indicates that you’re missing custom field information for that particular contact. If you click on the red tag, the error “resolves” to display the default value for that field.

For example, if a contact’s record is missing a phone number, and you use a personalization tag in a saved response to represent the phone number custom field, the default text “Phone” would display in the absence of real data. You probably don’t want this, so always review your messages before sending to catch those awkward default values!

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Also note that if you update a custom field in the body of the message, it will not automatically update in the contact’s profile, so make sure you update the field there as well to permanently save the change.

Use Case #1: Sales Lead Follow-Up

There are many different types of sales messages you can personalize and send off with Saved Responses. In this example, we’ll look at how the owner of a consulting business might use Saved Responses to follow up with three leads collected in person while networking at a conference.

In this scenario, your first step is to import the new contacts into your customer database. Since you are only adding three at this time, and most likely pulling their email addresses from business cards or a written list, you can simply select “+ New Contact” to add your contacts manually.

You can now send individual emails from each contact’s record. Simply go to a contact’s profile and open the email composer. Use the icon in the lower right corner of the composer to access your saved responses:

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Use Case #2: Sales Follow-Up in the Deals CRM

You can also access Saved Responses from the Deals CRM by clicking on the Deal record.

You may be wondering, when would I want to send a personal email with Saved Responses instead of using an automation to reach out to contacts at a certain stage in a pipeline?

This is a perfect example of how you can compliment automation with personalization!

For a service-based business, while you might automate the processes involved in moving contacts through a pipeline, you may want to include some personal touch points along the way.

For instance, if an especially hot lead enters your pipeline, rather than let that lead move through all the stages in your pipeline, you can drop in with a personal email using Saved Responses to bypass unnecessary steps and speed up the sales process.

To do this, simply click on the contact’s Deal record; you’ll see the record looks just like a contact’s profile. Open the email composer and use the icon in the lower right corner to access your saved responses, just as you would from a contact’s profile:

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Use Case #3: Confirm Contact Information

Saved Responses is more than just a sales tool; there are plenty of other ways to use this feature!

In this example, we’ll show you how to use it to confirm contact information.

Let’s say you’re an artist using ActiveCampaign to market and sell your work online. You would like to send a special reward in the mail to your “biggest fan” customers in appreciation of their business. Before you send, you want to make sure you have the correct mailing address on file for these contacts.

You can use Saved Responses with personalization tags to auto-populate each contact’s address information in the message:

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Summary

In short, the new Saved Responses feature provides an easier, faster way to send personalized, one-to-one messages to your contacts.

You can access the feature from a contact’s profile (in Contacts) or from a Deal record (in Deals).

How do you use Saved Responses in your business? We’d love to know! Share in the comments below.