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Manual Unsubscribes vs. Automated Unsubscribes

Recording of Office Hours hosted by Chris Davis on July 31, 2018. In this session, we covered the difference between manual unsubscribes and using an automation to unsubscribe contacts from one of your lists. We also learned a strategy for linking contact records to recognize contacts who are spouses.

Transcript

Chris Davis: 00:00 All right, let me jump into my account. And all right, so we’ve got a question. Lazar, good morning to you. Good to see you back. Here’s Lazar’s question: basically we keep two separate lists in ActiveCampaign, Customers and Leads. Just have to pause right there. If you’re listening, these should be your standard default lists. If you’re wondering, “What lists should I start out with?” If you want to start with one, I recommend the first one you start out with, you call it All Contacts. But, it is the safest approach to just have two lists, Customers and Leads. That seems to work easiest for most people. Some people like to use one list All Contacts and use a Customer tag, but this setup Lazar is talking about is very standard. It’s really a best practice, honestly. Okay. Right now if a lead becomes a customer, I run an automation that unsubscribes them from the list Leads and subscribes them to list Customers. Is this good practice, and does it hurt our reputation as a sender? An unsubscribe is a negative signal.

Yeah, so this is a really good question. Really good question, because it’s really going to depend on how your segments are set up, and how you’re sending it. And here’s what I mean. If the customer exists on a Lead list as well as a customer list, that may not be bad depending on your business. However, if when they’re added to the customer list, you no longer want them to receive communication as a lead, then we need to address this. Right? But it’s still not bad, it’s still not bad. It’s just something we have to take into account when we’re sending. So one example is this: let’s say you have a customer list and a leads list, and you send a monthly newsletter. But however, you want everybody who has opted in to receive the newsletter to get the newsletter. The question becomes, Lazar, for your business is when someone becomes a customer, do you want them to still get that newsletter? I know from personal experience, I used to assume no. I used to assume no, and I would remove them from the newsletter list. And guess what customers started asking me? “Hey, where’d the newsletter go?” So I was like, “Oh. Oops. I didn’t know you still wanted this, you were a customer so I just removed you.”

So in your business, if you do still send out communication to your leads list that benefits your customers, then you most definitely want to keep customers on your leads list. There’s no need to unsubscribe them. But before I go any deeper, let me just tell you, just your question here is ‘is an unsubscribe a negative signal.’ Although it appears as a unsubscribe in ActiveCampaign like all other ones, we take unsubscribes that are done via automations are manually different than if they click link, just so you know. So there’s no negative signal with you unsubscribing somebody from within an automation, just so we’re clear.

Okay, so Lazar says, “Yes, same here. Our customers crave our content so they want that newsletter.” So check this out, Lazar. Here’s what I would recommend doing. This is really good. This is exciting because segments … Listen, how you group and segment your contacts in ActiveCampaign is everything. I am running into more and more instances where people don’t do it correctly, or I’ll say effectively. Don’t do it effectively, and then there’s all kind of other … That’s why I’m glad you asked if there’s a negative impact. There’s all kind of other negative implications that happen when that’s not done. So let’s say I have a Lead list here, I cycle Lead right here, and then I use my customer-only communication for my customer list. Here’s what I would recommend doing. If you’re sending your newsletter, you send your newsletter to your leads, right? Your customers are on that list, right?

And the good thing about it is … So here’s the thing, Lazar. The good thing about it is when you send a campaign … So let’s go into that. When you send a campaign and you select who you’re sending it to, the list that you select, if someone hits unsubscribe they’ll only be removed from the lists that are selected on this screen right here. So, let me say Life Cycle. So even though my customers are on my customer-only communication list and my Life Cycle Lead list, since I’m sending a campaign, if they were to hit unsubscribe from that newsletter, guess what? They would still be on my customer-only communication list. So if you send this way, it allows you to let them choose if they want to receive the newsletter or not. One more thing is you can even ask them. Say, “Hey, as a customer, you’ll get this, this, and that. You’ll still get the newsletter.” I always like to assume they still want it and let them opt out of it. “Click here if you no longer want to receive this newsletter.” Okay?

So, here’s where it gets interesting. Watch this. And just to be different, I’m going to do it this way. Just because I feel like everybody goes to tags a little too much. So I want to provide you with some flexibility. Watch this, check this out. I go to manage fields and I say radio button. It’s a lot easier, a radio button actually, than tags in most cases. Receive newsletter. Watch how powerful this is. Yes, oops. Yes. No. Seems simple, seems so simple. Watch this, look at this good old trick up the sleeve. So now, let’s say when they opt-in for your … Let me start another one for you, Lazar. When they opt in to your newsletter, they fill out some form. Let’s see, submits a form. Didn’t want that. And do I have a newsletter? Please have a newsletter, just to make this that much more … I don’t have a newsletter form. All right, that’s fine. Doesn’t matter, I’ll just create one. All right, use that.

So they opt-in. Guess what? Since they opted in, what do I know? I know because I was clear with my communication. I was like, “Hey, when you opt-in, you will receive my newsletter.” I can say yes. Yes, they want to receive the newsletter. So everybody who opts in, it doesn’t matter who they are. They see this ‘yes,’ and they’re going to receive this newsletter. Now, why would I do this? And then of course, you can send the actual newsletter welcome as well. What am I doing? Say ‘Lazar Newsletter Welcome.’ Watch this. It’s all going to make sense in a second. This is the upfront planning, which by the way you can’t cheat. You can’t cheat the system, you can’t cheat planning. Whatever step you skip in order to get up and running, just know at some point in time you’ll have to revisit that and do that step. If there’s 10 steps to launch a product and you do five of them just to get your product out and start making money, that’s fine. Just know at some point you’re going to have to come back and revisit those five.

If you can finish the planning process efficiently, I highly recommend doing it because it will save you time going forward. So, anyway, that’s what we’re doing. I’m planning. I know, Lazar, based on your question, I know now that I want to have some kind of indicator and make it easier for them to say, yes or no, they want to receive my newsletter. All right? Now everybody who opts in to this list is being added to my leads list, and this is set to yes. So, they’re good to go. At any point where they say no, guess what? If they opt back in, it’s just an easy switch to yes. This handles it for me. At any point if somebody fills out this form, I know they want to receive my newsletter. So now, if I go to contacts … Hold on, let me see. Okay, I see your question too, Katrina. I’ll get to that in a minute. So watch this, just watch this. You’ve got two options.

Love this question. So, watch this. One question is, if I wanted to send to everybody on the leads list, I could do it just like you saw. I could just send a campaign. But what if I want to send to only the Leads on that list? All right. So, what I want to do is say action is in list, and I want to say you’re my leads list and you’re not in my customer list. Okay? So that’s going to exclude all customers at that point, all right? So, let me save this. And then you’ll save it as a segment, you say ‘leads only.’ See that? Okay? So you set this segment up one time, and it’s smart. Right? Whenever somebody becomes a customer, they’re automatically removed from this segment. Whenever somebody becomes a lead, they’re automatically added to this segment. So this is how you would send the leads. If you send to your Lead list, you’re going to be sending to leads and customers. Right? If you send to your customer list, you’re going to be sending to customers only. If you send to your leads only segment, you’re going to be sending to leads only.

Now, what’s the last layer that we need? We need one more segment for everyone who wants to receive the newsletter. All right? So if the custom field receive newsletter is yes, what we want to do … You see it’s nobody’s here. Save as a segment, and you’ll call these newsletter recipients. I don’t know if I spelt that right, sorry. All right, so now I have all three of my segments. So, what was the planning part? Before I could truly answer this question, what I wanted to know is what are my segments? Right now I know we have customers and leads, but now with just a little bit more of insight I know we also have the newsletter. So we have a segment of customers, a segment of leads, and a segment of newsletters.

The reason why those three are differentiated because, just because they sign up for the newsletter, doesn’t necessarily mean that they shouldn’t get other communication. Perhaps in your marketing they’re opting in for other stuff. So you may have a webinar announcement that you’re sending out separately to just your leads. You know, a wider net beyond just the people who want to receive the newsletter. Or, maybe leads and newsletters is one of the same in your business. I’m just giving you an example to make this point clear. So now when I go to sending, guess what? Now when I go to sending and I go to list, look at the power that I have. And this is based on your setup, Lazar. So everybody watching, this is based on the question there where, actually, I modified it. I realize that I’m not removing them from the leads list, Lazar. When they become a customer, they still exist on the leads list, and they’re on the customer list. So that’s to keep in mind, everyone, when you’re watching how I’m explaining this.

So now, check this out. Lazar, you can send to leads, which is going to be customers and leads. Right? Everybody here. So, maybe there’s some communication in terms of where you want to make sure that you make people aware of. Or, you can send it to just customers. Okay? I just want to send it to customers. Or, I can select my leads list and exclude my customers, by just going down here and saying leads only. So now that’s going to exclude all the customers, right? Or, I can go and say the people on both of these lists, only the people who want to receive the newsletter. Okay? So it’s great flexibility, right? And it’s all dependent on how you want to structure it. For you, it’s a little more simple on how you have it set up, Lazar, because you’re removing them from your leads list. So you would need this segment, this leads only segment. Your leads list is literally your leads only, and your customer list is your customer only. So, that’s the benefit of keeping the two lists separate. The only thing is, and the reason why I added the automations at some point, maybe customers opt-in to receive the newsletter so now they’re going to that automation. It’ll mark the custom field as yes, and they’ll be added to newsletter recipients.

So, that’s what I would recommend doing. Lazar, keep what you have. Keep your leads list and your customer list. You can continue to unsubscribe your customers from your lead list as long as you have a newsletter segment set up, so that when they’re unsubscribed they still have the ability to get the newsletter because that custom field will be set to yes. Now, what if they don’t want to receive the newsletter? Well, check this out. Hopefully you all have a custom unsubscribe page, just a basic yourwebsite.com/unsubscribe, where you can pretty much send anybody that unsubscribes to anything. Because unsubscribing in ActiveCampaign can be handled by the unsubscribe link, or it can be handled manually like you’re going to do here. So, you are receiving … Here, how about this? Instead of update your info here, I’m going to change this to … Hold on, let me do this. Watch this. Personalize. No, no, no, no. I don’t want to do that, I’m sorry. What I want to do is stop receiving weekly newsletters. Newsletter, is that right? Sorry, I just feel like I can’t spell.

All right, stop receiving newsletter. The link is going to go to your custom page, so activecampaign.com/unsubscribe. Right? And this page is going to say you’ve been unsubscribed, you will no longer receive these newsletters. So maybe you got an unsubscribe page for newsletters and other things, right? Anyways, I’m just going to use unsubscribe, and we’re going to add an action. What happens with this action, is I’m going to add them to an automation. Where do I want to do, add to automation. So I could’ve done a tag, everybody. I used a custom field just because I didn’t want to do the tag swapping and I’m trying to provide you all with other instances. But if I did tag, I could just remove the receive newsletter tag, and my segment would be based on the newsletter tag instead of the custom field. But what I’m going to do is, I’m going to add them to an automation and right now I don’t have one set up. But, it would essentially be the unsubscribe from newsletter automation. So when they click this link, they get put into that automation, and what does that automation do?

So, actually if I was doing this again, I realize that using a custom field actually does add an additional layer. This probably would’ve been a lot easier just doing tags. So, anyways, Lazar. When they submit that preference … Or, no, no, no. Why don’t they submit a form when they click, actually? When they click on a link, or you could do visits a web … Oh, it doesn’t matter, because I’m adding them. That’s right, that’s right. I don’t even need this start trigger. That’s right, because they’re being added from the email click. I’m going to update this to no, they don’t want to receive it. What I could do here is add a note and say, “On this day the contact clicked the link within the email to no longer receive newsletters. Check to see if they unsubscribed from all communication.” All right, just a little note to myself.

So, that’s why I like to use automations. Like I said, I could have right there just removed the tag, which works fine. But now, guess what? Anytime someone wants to be removed from the newsletter, you can just add them to this automation, right? And it updates the custom field. If you’re using a tag, you just remove the tag, right? If they no longer want to receive the newsletter you could just remove it. Now, look at what we just did. We’re managing our unsubscribes. Because here’s the thing everybody, and this is something that you grow into. In the beginning it’s okay to rely on ActiveCampaign or your platform to manage your unsubscribes. But just understand, you will never get the level of control that you truly need leaving it up to the system. It doesn’t matter, any system. You guys have to understand, ActiveCampaign is built to handle so many businesses. Our unsubscribe functionality is best for the masses. When it comes specific to your business, you’re going to want to have an unsubscribe strategy that works for you. That’s why we’ve made the tool so flexible.

So, start out with our broad unsubscribe. It will keep you safe. And by safe, it’s going to remove more people than less. Okay, because that’s the only way to stay safe. We don’t know. But now when you start really identifying your segments, can you see how powerful this is? If someone goes to my link and they’re like, “Hey. Wait a minute,” and they see unsubscribe all and unsubscribe from the newsletter. If they just want to unsubscribe from the newsletter they click that link. They’re added to this, the newsletter is set to no. That means they no longer will show up in my segment, and I can just keep sending … It’s like blind sending. Every week when I go in, all I have to do is send to my newsletter segment, and I know my automation is removing and adding people to this segment freely. So I don’t have to keep recreating this segment or … You know like, every time I send an email, it’s not like I’m answering this riddle like, “Okay, people who did this but didn’t do …” I already set that logic up for the segment. You’re going to get much lower complaints from people saying, “Hey, I’m still receiving emails from you.”

The only time that happens is when you’re relying on the system to do all the managing of your unsubscribes. And trust me, it happens often everybody. It happens often because where’s the last time that you went to any platform, any marketing company, and they showed you how to explicitly manage your unsubscribes? If anything they’re just telling you, “Hey, make sure you have a link. When they go to this page, customize your preference page.” That’s all fine and dandy, but when you have the ability to control it at a more granular level, guess what? You’re going to get less total unsubscribes. Now don’t get me wrong, if I want to unsubscribe and the only link I see is unsubscribe from all, guess what I’m going to do? I’m going to unsubscribe from all. That’s the only option you gave me. So, I guess I have to step back and assume that you understand the type of communication you’re sending to each segment to everybody.

Lazar knows he’s going to be sending a newsletter, so let me create a segment of people who will receive this newsletter. What are those conditions? Oh, they need to have opted in for my newsletter, or finished a particular lead magnet sequence and they got an email that says, “Thank you for downloading this, X, Y, Z. What you’ll hear from me next is my weekly newsletter. If you would like to not receive this newsletter, click here to let me know. Otherwise you don’t have to take any further action, you’ll receive our next newsletter next week.” And what’s going to happen right after that email is sent out? Lazar has it in that automation, and update contact field that says ‘change newsletter to yes.’ Now they’re in, getting the newsletter. If they click on that link, what’s going to happen? Because they don’t have any value set their first time going to the automation. They click on that link, it says it’s a no, they never receive the newsletter. So you’re really controlling what people get, what they see. Which I’m telling you, is going to go so far, so far, when it comes to keeping your list clean, keeping them engaged and managing it.

I am a huge proponent of using segments and using automations to manage those segments. So when I sit down and it’s time to send, I just send to the segment. I’m not doing any thinking. The automation is doing it, that’s what it’s here for. Let it think for you. All right, let me see. Let me see. Katrina’s got a question. Hopefully that makes sense, this is one of those things where I’ve stumbled upon many support tickets and many businesses complaining … You know, a lot of people on social media complaining, “People are opted out, my open rate has dropped!” They say all these broad things, but when you start digging deeper, say, “Okay, your open rate dropped. How frequently are you sending? When’s the last time you sent somebody an email? When you did send to that segment, what was their response to it?” Like they’re so many indicators and all people do is report on the big action, they don’t report on the small steps that lead up to that big action. Anyways, I don’t know if that’s [inaudible 00:24:05] actually helping here.

All right. So Katrina says to add to this, Chris, does AC have any plans to alter how manual unsubscribes? Yes, for example, list moves are noted in account. Like you said, AC doesn’t ding accounts for manual unsubscribes, but they still appear as unsubs in the account which often causes confusion. I believe this has been on the idea board for more than a year now. I agree, here’s what Katrina’s talking about and I am on board. Katrina, I’ll look and if you find that ticket, send it my way. I would like to vote on that as well. Let’s take this. Let me go to my contact … Well, actually, a better way is this. If you went here and you said actions unsubscribe, I’m really … This is where it gets tricky, right? Is the language, Katrina, the language is what trips it up. I am saying unsubscribe from list, so would you go look at the contact record? It’s going to say unsubscribe from list, but to Katrina’s point, this wasn’t really a true unsubscribe. It was a manual unsubscribe, so it should show differently on the contact record than someone who has unsubscribed through clicking an email link. And here’s where I can … Oh, I don’t think I set it to live. Let me set this to live.

Watch this. This is what Katrina means, watch this. Let me turn this on. All right, I’m going to go to … Phil has done everything in my account. Is he on the master list? Phil should be on the master list. Yes, he’s on the master list. So if I look at Zendesk, unsubscribe from the campaign. That’s what it looks like when they click a link in an email when they unsubscribe. So, let’s see what happens when they unsubscribe from this master list by adding to the automation. So, there we go. And by the way, you’ll see that I’ll get a note added to my account, as well as my custom field should be updated when I go into here. 75, it should’ve just blew through there. Need to wait and unsubscribe. All right, so we should be good now. Should say 100%. Okay, so I’m unsubscribed. Now I was unsubscribed from within the automation, so check this out. It just says unsubscribe from list. So, it’s a differentiation if you click on it and see, but that’s not really the issue that Katrina’s talking about. Here it is, there it is. Unsubscribe from … Oh, we’ve updated this.

Unsubscribe from list by automation. Oh, so this is nice. It at least updates you and lets you know how they were unsubscribed. So I see we’re making progress, Katrina. And look at that, there’s the note. But here’s really where the big problem is. On an individual basis you can see how they were unsubscribed. And let me see, is that … I wonder what activity that is, is that automations? No. Site, notes, campaign. It’s just all activity. What we need it to do is this, watch this. Unsubscribed. The problem is, it’s going to pull everybody that’s unsubscribed in any way. So here we need to say, like, “unsubscribed from within automation” or “are unsubscribed manually,” are the two we need to add so that we can then easily see who’s who. Because as is now, I’ve got to go on an individual basis and go read. It’s like, “Well, that’s cool. Chris is there.” But really I would like to see that across the board. And honestly I don’t want it to show up as unsubscribe. If somebody is manually unsubscribed, I would like to see it as manually removed, or manually unsubscribed. Or if it’s an automation, automatically unsubscribed or unsubscribed via automation.

I would expect to see that here, two more statuses. Manually unsubscribed and unsubscribed via automation, which then would position me to do this. Okay, we don’t have unsubscribe. We just have not in list. That’s what we need. Katrina, let me know if that’s what you were … Okay, she says, “Move to list next would be awesome, removed from list.” Katrina, if you find that link to that idea, send it my way so I can give it some exposure and let people vote on that, too. Lazar says, “Yeah, it’s confusing for sure. I was wondering why I have a ton of unsubscribes, and then I realize these were people who became customers and was moved from one list to another.” Yes! Yes, that is really the thing. That’s the issue. What you could do in the time being is add a tag. You want to add a tag, not a note. You want to add a tag that says manually … Watch this, watch this. Manually unsubscribed. You could even add the name on the list if you want to, but I’m just going to do manually unsubscribe for now.

And check this out, watch what happens. Let me set myself back through this automation. I could just add a tag, but whatever. [inaudible 00:30:49]. Let’s see, okay. [inaudible 00:31:07]. Didn’t have to do that, I was already unsubscribed, now I should have the tag. All right. So now, here’s what we can do. Watch this. Stick with me, everybody. And by the way, welcome to all our new attendees here. You can ask questions at any time. I just like to take my time and explain the answers, but you by no means are interrupting me at all. That’s what Office Hours is for. And for all of you watching a replay, welcome. Feel free to ask any questions on Facebook if you’re watching the replay about this OfficeHours. What was my one, it was like manually removed. Is it here yet? There it is, manually unsubscribe. All right, so if we add a tag after we move them from one list to the next, now look what we can do. This is a good test, because this should only show one contact. I want to say unsubscribed, okay. The tags I want to say manually. They should only pull up one. Boom, we got it! Yes.

Sorry for the excitement, everybody. I have not tried that yet. I was just thinking, because I’ve run into the same problem myself. I’m just like, “Man, it sure would be nice to know who did it manually and who didn’t.” I’m going to do this now. So if you do it this way, where when you’re unsubscribing them within an automation, add that tag. Add that tag that says they were manually unsubscribed, and then you’ll be able to pull up everybody who was unsubscribed essentially. The thing is, can I email them? Anyways, we’re one step closer in telling an actual answer. That’s the way to do it. Oh, man. This was good. You all just kind of sparked this thought and I wholeheartedly agree with this now. Who knows, there’s probably even a way to … I don’t want to get deep in the woods, but there’s probably a way to export when someone unsubscribes to a Google Sheets, and then run reporting on if they have the manual unsubscribe or not. And then you can see, if you’re good at Sheets, your unsubscribe rates. Your trends, moving people and unsubscribes. Or if you just want to see your true unsubscribes, you can take the ones with the tag minus the ones without and see where your unsubscribes are.

Anyways, we can go deep on that one. I don’t want to lose people. Wow. That’s really cool. Add that one to your bag of tricks, everyone. This is how you see who you have manually unsubscribed from your list. All right. Lazar said, “I just added the manually unsubscribed tag in my list moving automation. Quick win.” Congrats to Lazar, good for you on the swift action. Yeah, that was really good. Listen, this is all you. Katrina, Lazar, you guys have really started this out but I want to give the floor to everybody else who’s online as well, live on this call. Please get your questions in. If you look at it, these appear to be simple questions, right? Maybe in another form people would’ve judged like, ” Oh. Just do this, did you do a search?” And you know how those forums get in other communities. But all questions are welcome because look at where it leads us. We would not have gotten to this strategy without the simple questions. No question is too small for OfficeHours, bring them all. Hey, that kind of rhymed there.

Feel free to ask your questions, everybody. Let me check the Facebook page and see if I could steal one in the meantime. We’re here for another fifteen minutes if you have questions, let me see. I’m going to answer this one. Rob. Rob doesn’t even know he’s about to make his appearance here. Rob, I should say via Facebook from now on, so that everybody knows and I can keep track. All right. Oh, Billy. Hey! Oh, Billy, you know what? I recognized your name and I couldn’t remember, but yes! Barcelona. Billy, you were on OfficeHours, it’s been a while. It’s probably been because since we moved to Friday only, so now Tuesdays seem to work better for you. Billy, welcome, man. So glad to have you back, let me know if you have any questions, man. I’m definitely here for you. In the meantime though, I’ll look at Rob’s question. These questions are probably very basic for most in here, but I need help it looks like. Okay, great, Billie. Thanks.

“Under Contacts I collect spouse data as well. How do I get AC to recognize the spouse as a contact? Also, do I have to re-enter manually as their own contact?” The answer to this is yes. He says, “When we ask for a date of birth, how do we get the field to read something other than year?” You have to use a third party plugin. All right, so these are the answers to those two questions. Here’s what I mean. You can’t create a contact under a contact, like kind of have a parent and child contact. That’s not how our [inaudible 00:37:28] works, so what you would need to do is maybe you want to have a spouse form. When you need to collect information on the spouse, the link to that form is sent to the primary information submitter and say, “Hey, enter your spouse’s information here.” They click the link, and it goes to the spouse form, and then they fill out the information there. So you then have the spouse’s data, and for each you ask for the spouse’s name on the contact record. So the primary one will have their first and last name, and then they’ll have their spouse’s name. And then on the spouse, we’ll have their first last name and then they’ll have their primary’s name. That will be your link to know that these two go together.

I’m trying to think, is there an easier way to link those records, like a common link or like a data point? That’s probably the best way to do it now, and then just add a note and say, “Hey, a spouse has been added. Please check the spouse field and see who their spouse is that’s already in the system.” So you can do something like that, and then for this to change how the date is formatted, there’s a third party plugin called PlusThis. I just had them on the podcast, matter of fact. I don’t know when that one will go live, but it is going live. Where is it? It’s like date formatter, date calculator, display an Evergreen date, humanize data. How do I get to ActiveCampaign? All right, let’s see if they have it here. How do I see? Used to be a lot easier. Give them feedback. I don’t know how to view it, I don’t know how to get to it but they used to have listed all of their triggers here, and one is humanize. We’ll just use this one, humanize dates. You get to choose how you want the date to be formatted and displayed.

Oh, here it is! Look at that. They just switched it all up. Let’s do that one. Let’s see, where’s the humanize dates one? Compare fields, set field, set owner tag, make a note. Oh, here it is. Humanize dates, it looks like it’s only [inaudible 00:40:21] right now. Date calculator, okay. Looks like this third party plugin we’re not doing. So as of right now, I don’t have a way to display those dates differently, Rob. Sorry. This is great for a future request, absolutely. Ideas.activecampaign.com, it would be great for that one. For those of you just joining, welcome and just know we still have 10 minutes left. That’s more than enough time for you to ask your question. I’m literally just asking you all the questions that you have, or any question that you have. Doesn’t matter if it’s a beginner. Look at Rob, he says, “These are probably very basic.” These aren’t basic.

Things that seem simple are not simple because there’s a lot of consideration to take into account. So this one, could I easily say, “Oh, do they have to re-enter manually as their own contact?” I could say yes so they move on, but if they do re-enter it the next question is, “How do you know that they’re connected?” Right, with the primary person. So for that, you would have an automation that whenever a spouse form is filled out … Because, remember, a spouse form can only be filled out when the primary person who submitted their information clicks a link that says fill out this information for your spouse. Part of the onboarding, right? So my answer’s in their email address, or into their account information and you have an onboarding email says, “Okay, here’s your next steps. Complete your profile here. Fill out this form for your spouse, do this.” So they’re just going through the steps. And on the spouse form, it’s asking for, “Please enter the name of your spouse below. First name, last name. Please enter your name.” They enter their name, and then whatever other information.

And then when they hit submit, an automation will send a note. It will put a note on that spouse. You know what, I can show you this. I’m sitting up here explaining it, and I’m using my hands like you all can see me. Actually, I did this prematurely. I can do this in five minutes, watch. And if you have a question, ask away. This does not mean that I’m blocking from asking your question. I’m just going to build this out unless there’s a question that comes in, because I want to show you all what this could look like. Spouse form, all right. Please enter the information of your spouse below. Don’t need that, keep it simple. And then I’ll say, oops. I don’t want to do that. Your spouse’s full name, spouse’s email address. And then below it, maybe I want to use your name. Okay. Your name, okay, something like that. If I wanted to get a little fancier, just because I can, I could do something like this or like this, right? Enter your personal information below. This will help us link your spouse to your record in our database. Okay, and do something like that. I like my forms to be easy to see. Sorry, I’m going [inaudible 00:44:39]. All right. Many of you know I just kind of get a little particular. [inaudible 00:45:06]. Dash, and I’ll do two. Copy this and paste it. All right. So, something like this could work really well, really well. Yes, Lazar said, “Is there a way to access previous OfficeHours in a chronological order?” Absolutely. If you go here to Office Hours, they’re actually uploaded. Scroll down here. They’re uploaded by the date they’re recorded. So this is the most recent, and all the way on 14 or below is like the first one. So let me put this link into … I’ll put it into the chat there for you, Lazar. And then back to this, so now I’ve got all of this information. When they fill out this form, there’s the spouse’s name, spouse’s email address, and what’s going to happen? The spouse will be created as their own contact, and then your name is going to be what we’re using to link the two. So my spouse’s name is Telana. So I will go here and put it in, Telana. Then I’ll put in her email address, and then I’ll put my name as Chris. Okay?

So when I do that, turn this off. I could say, “Thank you. We just sent your spouse a confirmation email.” We’ll just say that, that’s it. Okay? Save and exit. All right, so I have my spouse form. All right, Billy has a question. Got you, Billy. Pausing for Billy, here. ” What is the best way to build out automations as a practice exercise? Are there any gamification exercise to get used to using some of the automation’s functionality? If/then, goals conditions, et cetera. Thank you.” Billy, this is a good question. This is a really good idea, Billy. And correct me if I’m wrong, it’s almost like is there something that I can get into … I don’t even want to say a course, but just kind of like some process that walks me through building automations for particular use cages just for practice, so I could start getting a feel for, “Okay, this is how I would use the goal. This is how I would use if else. This is how I would use some of the automation functionality.”

That is a very, very good question, and right now the answer is no. But I will tell you, I like that question so much I’m going to put some thought into how we can create this. And like giving you badges and everything, like, “Congratulations, you created an automation with a goal. Next step, create an automation with nested if else. This type of automation is good for …” And then you could list what it’s good for, you can go through, create it, and then get another badge. Is that what you’re thinking, Billy?? Yup. Yes, that is great. In fact, Billy, I’m so glad that you even mentioned the word gamification because I am probably the hugest proponent of gamification, and probably the biggest disappointed individual when it comes to trying to learn. There is very little information on gamification, very little.

So if you guys have any books, links to articles, anything, I would love that. I would love to know, because I’ve been trying to immerse myself into gamification. So what I’ve been doing is playing apps on my phone, and just paying attention to how achievements are unlocked, how they motivate me to keep going and then do my due diligence to translate that into the learning experience. “Okay, how can I translate that? Why was this milestone important for me?” And try and translate that into learning. So if there’s any of you with resources out there with gamification and learning, I would love for you to send them my way, education@active.campaign.com. I would love for any resources that you have. And Billy, I am taking this and I’m going to do some more thinking on how we can create something like this because I think you are absolutely correct. You know, make it into something fun, let people learn without realizing it. And by the end, they think they’re just going for the badges and they realize, “Wait a minute, I’m like a rockstar. I’m an automation rockstar right now, I can actually do stuff now.” So Billy, thank you for that, man. All right. Oh, let me finish this automation real quick for Rob. So what I would do going back if we didn’t lose our train of thought, I get off track but I’m always coming back. Someone submits the spouse form. Watch this. Just want to do it one time. What did I say we’re going to do? We can send the spouse a confirmation email, just because we said it on the form. Spouse confirmation email. Okay. And then, what we could do is this right here. We’ll put a note, another note. We used two notes today. Check the ‘your name’ field on this spouse record to see which primary account this spouse should be attached to. Okay, and you’re using a note as the connector. Rob spouse automation, I’ll just say Rob spouse. All right. So whenever they fill out that form, just remember it’s part of your onboard and you say, “Hey, do this. Click here. Do this, enter your spouse’s information here.” They click that link, and they get access to the spouse form. Once they see that form which is right here, just real quick stay with me. I know we’re at our [inaudible 00:51:41] time but just stay with me.

Okay, enter your spouse information here and they get this form. All right. Enter your spouse’s information below, so they entered that in their name. When they do that it triggers off this automation, sends the spouse a confirmation email. Your information has been submitted, adds a note that says, “Hey, check the ‘your name’ record, the ‘your name’ field.” Which is this, they’re checking this field to see who the primary person was to connect the two. Alright, everybody. It is 10:01. I’m one minute over. I want to thank you all for attending, sticking with me, hanging in with me until the end. This is Tuesday OfficeHours at 9 AM. We do it every week, same time, same place. If you have Zoom you can get access easily, and we do it all over again on Friday at 1 PM. So hopefully this helps you get the start of your week off to a great start as Lazar, he’s already got a quick win. Hopefully you can ride that momentum into the rest of the week, Lazar, as well as everybody else watching it live. I hope it’s just as fruitful on the replay. Thank you all. Katrina, you’re very welcome, Lazar. Billy, everybody, you’re all very welcome. Have a great day, have a great week, and automate responsibly.