Office Hours – January 26, 2018

Recording of Office Hours hosted by Chris Davis on January 26, 2018.

Topics covered in this session:

  • How to use the Deals CRM to execute a resume writing pipeline
  • How to identify contacts that exist on multiple lists
  • Top reasons to use multiple ActiveCampaign accounts vs. multiple businesses in one ActiveCampaign account


Chris Davis: Go onto this computer, and I do have a few questions via email. So, now’s a good time for you all to get your questions in there. I have Paul. Is it the same Paul? These are two different Pauls, I think. Yes. All right. I’ve got Paul, Paul, Mark. That’s the order in which I received them. So, let’s go here. Let me do this. If at any point something’s [00:00:30] not clear, reach out to me in the chat and let me know. If you can’t see something, let me know. I’ll make my screen bigger. Let me get this in here, though.

The reason why I like you all to email me is because sometimes I have time to look at them and prepare beforehand. I did not have a lot of time to prepare this week, so let me see. Paul, are you on? Paul Cameron, [00:01:00] I believe. Paul Cameron, are you on? Yes. You are on. All right. So, I’ll start with you. I’m gonna post your automation logic first. All right. Here’s the logic. Let me just read this one. No. I’m gonna do it. No worries. [00:01:30] No worries, Paul. None at all. It’s good that you can explain exactly what you’re trying to do. All right.

So, let’s talk through this everyone. He says one of his companies services is resume preparation. ‘Kay. “But, I’m getting more requests than I can handle, which is a good thing.” All right. And, one of the first indicators the automation can help. “So, I found three part-time resume writers who agreed to help when time permits. I would like to evenly distribute the resume [00:02:00] deals when they are created in a round robin style.” I like where this is going already. “But, I need to give them the option to decline the deal if they don’t have time, then automatically offer the deal to another writer.”

So, everybody, you understand that flow? Paul has three resume writers. When a job comes in to write a resume, it’s going through round robin. If you’re not familiar with round robin, it is just assigning them in sequence, one by one. [00:02:30] So, writer number one, then writer number two, then writer number three, then go back. Writer number one, writer number two, write number three for an equal distribution. Okay? If the writer can’t do it, they should have the ability to hit Decline, and then that should reassign to the next writer. All right?

Paul says, “I thought I built the perfect automation to accomplish this, but found a major problem. The emails I intended to go to the deal owner to ask if they want the deal are going to [00:03:00] the contacts, not the deal owners. Is there a way to make an email in an automation go to the deal owner of a contact, or any other predetermined email address, instead of contact? If so, problem solved. If not, I still need a fix.”

Well, let’s start there really quick. I can’t remember, actually. Let’s pull this up. Feel free, everybody, to use the chat along with [00:03:30] me to help Paul. There’s just so many options. I found can’t always keep track of them, but when I go to email … I know we updated deal owner somewhere to be visible. Let’s see. What I want to do is just use this one. Let me do this, Paul. There we go. So, I can find it if we ever [00:04:00] need it again. Let me see here. This is what I’m curious about. Right here. All right. Let me see. Select field. These are all deal owner email address of most recent deal. Yeah. Okay. All right.

So, we can send an email to the deal owner, and this is how you [00:04:30] would do it. We’ll use deal owner email address. So, let me see. Oh, Byron did it. I’m sorry. Let me see if I’ve got … Byron, did you ask [inaudible 00:04:41] Q&A? No. Joe, I see yours, as well. All right. Byron, let me see. Byron, email me or just put it in the chat. Yeah. I don’t have it. I don’t have it in my email. But, okay.

So, Paul, it looks like using [00:05:00] the personalization tag, we can send a email to the deal owner, which would be … So, what are we saying in this email? Email in the automation go to the deal owner of a contact. This would be the way to do it. This would absolutely be the way to do it right here. Leet me hit Close. Let me hit Save and Exit, which looks like it’ll solve the problem. So, in the [00:05:30] email that you want to go, this email is going to be sent to the deal owner, whoever the current deal owner is. Going from the deal owner or to a deal owner. From the deal owner or to a deal owner? Ryker, this should be the most recent deal owner. All right? So this one right here, this will use the deal owner, and this is gonna be from the most recent. So, [00:06:00] look at this. This is gonna be sent to me, So whoever the deal owner is, is going to receive that one. Okay? From the deal owner or to a deal? Oh, I see what you’re saying. Thank you.

Let me remove this. This is not the field we wanted. We wanted it to be here. We wanted it to be at the To, not the Reply to/from. [00:06:30] There is the complexity. Yes. Yep. Yep. Yep. That’s the complexity there. So, let me try this. I know what I want to do. Let’s just see this. I think this is what I was thinking of. We should be able to notify someone and send it to. All right? Please work. “Can we send it to the deal owner?” Doesn’t look like deal owner. [00:07:00] Man. So close.

I don’t see it. Deal owner. Am I overlooking it, everybody? Let me just see. Deal … nope. Yeah. That would be good. Yeah, Ryker, I could have swore I’ve seen it here before. [00:07:30] Really strange. Looks like it’s just pulling custom fields. Okay. Yeah. Because here’s the logic, “When someone enters a resume pipeline, that indicates they pay for services the round robin assigns them. The assigned [00:08:00] owner’s tag goes onto the contact.” Right. “It waits until business hours, then would go to the deal owner asking if they want to resume. I have two buttons on that email, one to accept and one to decline, each tagging the …” Oh. Good job. Good job, Paul. “If they accept, the contact enters the writer’s automation, and this automation is done. If they decline or [00:08:30] if they don’t respond within four hours, the resume deal is offered to another writer to prevent overloading. There’s always a next in line.” Yeah. Sure.

“If anyone accepts the offer while the contact is still in the …” Got it. All right. Man, Paul, this is such a great example and use case. I hope we can get it to work. Let me go back and import your automation just to make sure. [00:09:00] Maybe if I see the automation, it’ll spark something. So everybody, we’re trying to notify the deal owner, which I swore was possible. Maybe I’m using the wrong action. I may be using the wrong action. It’s gonna make me select … it doesn’t matter. [00:09:30] Well, you’ve got a pretty robust one. It’s 29 steps, so that may take a bit. Let me see something. Paul C. Oh, did I not save it? Okay. That’s fine.

What I’m thinking, there may be a task, a CRM task. [00:10:00] All right. CRM, update owner. Nope. That’s just gonna update the owner. You don’t wanna do that. Okay. That’s a tough one, because … what can I say? You know what? The only thing that you could do is … [00:10:30] you still need to send it to somebody. Oh, man. This is tough. There’s no way. You need to be able to send it to the deal owner. All right. Good one, Paul. I’m gonna have to talk to the DEV team. Yep. I’m gonna have to talk to the DEV team on this one, the best way to get a message to someone else on the team?

[00:11:00] Yeah. You could. See, the thing is this, when they have the deal assigned … Oh, so maybe we don’t do … Okay. Ryker and Mark, you guys are helping me. So, maybe when the deal is assigned, because as long as you have this set … My Settings. If you go to Settings, [00:11:30] Notifications, Any New Deal, and New Deals Owned By Me is probably what you wanna have checked. When you assign the deal, that is going to act as your email. Okay? When you assign the deal, the owner of that deal is gonna get a email that says, “You have a new deal.” If they click View Contact, it will go to the contact record, and you’ll be able to see the [00:12:00] deal.

So, what they’ll have to do … Let’s say I had a deal. I’d go here, and then I could see all my deals. But from here, how do I say, “I want to move on it or not.”? You know what you would need? You know what you would need, Paul? You would need a pipeline for each writer. ‘Kay? Each writer would need the pipeline. Okay? [00:12:30] Then, you could have a stage in the pipeline that says, “Reassign,” right? So, if I have writer one, they have a pipeline with a stage, New Deal, Can do/Can’t do, something like that. Right? And writer one, writer two, writer three, all three of them have pipelines. And then when they get the [00:13:00] email, they should be able to go into here, pull up the contact record, and move it and say, “I can or can’t do it.”

Now based on that, you could have it reassigned, but I think every writer should have a backup writer. Like, writer one’s backup should be writer three. Writer two’s backup should be writer one. Writer three’s backup should be writer two. Or if you wanna go forward, because there’s not a way that you can guarantee that if you use round [00:13:30] robin again, it won’t just reassign it back to the person who just said, “No.” So it would be best to be able to kinda hard code. And that way, they just kinda pass it down the line. So if I have a deal and my stage is, “I can take this or I can’t take this,” if I go into Can’t Take This, I have an automation that starts for writer one when they move to a stage Can’t Take This. And then, it looks and it assigns it. Every time [00:14:00] a deal enters that automation, it would assign it to writer three.

Now, writer three has a new deal. They get an email notification, and it says, “Okay. Can I write this? Can I do it or can I not? Okay. I can take it.” And then, they take it and proceed. If they can’t take it, they say, “Hey. I can’t take this.” they have an automation connected to their pipeline, their stage, that says, “I can’t take it right now,” and it automatically assigns it to writer two. At the point where it comes back to writer [00:14:30] one, I don’t know, you can have some internal documentation on exactly how to handle that.

But, that’s my recommendation, Paul, on how to set that up. Three separate pipelines, one for each writer, which means they’ll need to have access to at least the CRM. They don’t need access to the automations. They really don’t need access to anything else, lists or anything. They just need to be able to go onto this deal, and say, “You know what? Can’t do it,” and just do it right [00:15:00] here. That way, they won’t feel out of form, and they’ll always get it emailed to them. Now internally, you can say, “Hey, listen. Whenever there’s a new writing offer, you’re gonna get an email. I need you to check that email within 24 hours or six hours or whatnot. Click the link there,” they’ll log in here, “and you need to determine whether or not you can take it or not.” If not, writer one is gonna automatically reassign to writer three. Writer [00:15:30] two is gonna go to writer one. Writer three is gonna go to writer two.

Try that out, Paul, and then keep me up to date. Let’s beat this thing up and break it down until it works. Give that a try and let me know how that goes. Okay. Paul says, “That sounds like it can work. They don’t have access to the CRM yet, but I can get them there.” Yeah. One other thing, Paul. Just because it’s new, make sure you go under here, and go into Users. Oops, sorry. Users here, and [00:16:00] set up your group. I would create a group called Writers, and then in that group, you can set the permissions here. All they really need is maybe contacts, but definitely deals. Okay? Make sure you do that just to kinda protect all the other places, just so they don’t get overwhelmed and they can’t click around. Yep. Paul, please let me know how this works out for you. This is a really good example. [00:16:30] Ryker remarked, “Thanks for sparking some creativity there.” All right. Great.

Moving right along. Other Paul, Paul R. All right. Let me see here. “When looking at a list in the list sections, how do we filter and [00:17:00] view the contacts?” In here. Right here. How can you view these contacts? Is that what you’re saying? Okay, great. Thanks, Paul. If that is what you’re looking for, the best way to do that is go to Contacts, and then do Lists. Use the list this way. Right? And then, that way you can see all the contacts on whichever list. And [00:17:30] the reason why this makes sense, is because now you can use the bulk editor. So, you could even do it if you wanted to List and Status or List and Tags. You could do that. So, I could find out all the customers on my general communication list. That’s three of them. Okay?

Filter view your tags or if they’re in other lists. Yeah. So now, if you wanna go a level deeper, then you’ll definitely wanna use the advance search. I could say something like, ” [00:18:00] Is in one list, all contacts, and is not in my customer list.” Right? So then, I can start seeing and getting a deeper understanding of who’s who and where, right?

“How can we see if a group of contacts …” Oh, look at that. “Can we see if a group of contacts are part of two separate lists and filter there? Is there an easy way to remove bounces from a list, or if I send a campaign, will they not be sent already?” Yeah. [00:18:30] You don’t have to worry about removing bounces. Bounced email addresses are automatically unsubscribed and undelivered, so you won’t have to worry about that. But, this is how you would see if a group of contacts are a part of two separate lists. So you’ll say, “Are they in this list and in this list?” And then, you’ll be able to see, okay, you’re in both lists. Yep. So, that’s that one.

Real quick, let [00:19:00] me get to Joe, and then Mark. And then, that’ll probably take us to the end. Joe says he’s brand new to ActiveCampaign. “Brand new to ActiveCampaign. Trying to build a turnkey solution for gym operators to blend their marketing with new member onboarding.” Yep. “I’m integrating with other SaaS, like Typeform, eventually [00:19:30] SMS.” So, he’s gonna have a foundational framework of how AC is set up for each club. But then, he’s gonna have certain customizations for each club, depending on what they offer and what their goals are. He’s guessing about 90% of each club will be the same. So like he said, pretty turnkey. What he’s stuck on is, “If I could run all of these clubs, while keeping the separate from a single ActiveCampaign account using a different [00:20:00] tags, lists, segments, or if it would be best to use a new AC account for every club? Trying to find a balance, keep things organized, while not throwing away money or making it unnecessarily complicated to make revisions, logging into 100 different accounts to make a simple change.”

Yes. I hear you. So, what I would recommend … what this sounds like, is two ways. You may either wanna sign up as an affiliate, or a reseller. If you [00:20:30] do an affiliate, you could set up each account … so first off, the answer to the question is I would use a separate ActiveCampaign account for these. If it was only like one or two … I mean, two or three, you could get away with one, but as you start growing out beyond three, it’s just gonna be better. That 10% is gonna be easier to customize in a new account than a single account. And essentially, you’re gonna be paying about the same for the contacts. [00:21:00] Or they would, I should say.

So, I look at it as you’re kind of like you’re their marketing consultant. You’re setting up their platforms for them, right? With that, they get their own account. And for you, I would keep an Excel sheet of all of your automations, every automation. You’ve got one account that is your template. Everything goes off that account. You’re gonna use that account and share. Go to your automations, [00:21:30] and every time you update an automation or whatnot, you’re gonna go here, click Share, and update the link on that drive form. Okay?

Now what you can do is, whenever you have a new account … you wouldn’t do this necessarily. Who’s question am I answering again? Joe. Joe, you wouldn’t necessarily do this, but you’ll have somebody on your team that, every time you sell a new account or set up a new account, they just go in there an import all of the necessarily [00:22:00] automations, and then make any other customizations that need to be made. Right?

So now that we know use separate accounts, you could use an affiliate; and every time you set up the account, you could use your affiliate link, so you can get paid that way. Or, you could just be a reseller, which would give you a parent login to all of the child accounts, which would be every [00:22:30] gym location. So, you could login one place and just click Login as Admin. The main difference is if you sign up as a reseller, you’re gonna be responsible for the support. If something goes wrong, they’re gonna reach out to you first. If you’re an affiliate, we would still serve as their support arm, so they would reach out to us first.

Mark says, “Use RoboForm or LastPass to log in to all of the sites. Selling is easier when the client owns it. Also, if you get run [00:23:00] over by a bus, there’s still …” This is a really good point, though. As you’re growing your clientele, the more hands on they can be, and the less hands off you can be, the better off you’ll both be in the long run because you’re training them to how to use their own stuff, and they’re relying less and less on you. Having an account separate would really make that a lot easier. So, that’s exactly what I would do. [00:23:30] I would create a separate account on behalf of your client. Okay? Now, how you sell it? You could just sell it straight up. Or like I said, you could do an affiliate where you at least get a kickback, or you could do reseller where you get discount pricing, and then you could sell the account at whatever price you’d like.

Like I said, the difference between the two is how you intend on operating your business. If it’s a reseller, you’re gonna be responsible for them. You’re the first point of contact for support. If not, [00:24:00] if you’re the affiliate, we’re the first point of contact for support. Ryker always says, “Each account will also potentially have its own send reputation, which is potentially better unless everyone uses AC’s reputation.” No, you’re right. You’ll build your own sending reputation. Yeah. Depending on opens and clicks of your emails.

Man, listen, if this is your first time, we are really just getting started. I didn’t even get to go over Mark’s. Mark always has great questions. [00:24:30] They just take us to another realm. Man, I’m out of time for today. Listen, like I said, this is a special one. I am normally here for the entire hour, everybody. Just had to cut it short today, ’cause we have a marketing meeting.

Joe, you’re very welcome. Let me know how it works out for you, as well. So next Tuesday, Mark, I’m picking up right off of yours, and then we’ll go for the full hour, everybody. Again, my apologies for having to cut it short, but I want you all [00:25:00] to have a great weekend, if your weekend has not started yet. Thank you all for attending today. Remember, every week we do it the same, 10:00 a.m. on Tuesday, 1:00 p.m. on Friday. We will be here for a full hour there, recorded. This recording will be up later today, if the meeting doesn’t go too long. If not, Monday. But, you can see all the recordings and the transcripts on the site. So everybody, be safe, be profitable, and be happy. Right? And [00:25:30] above all, automate responsibly, my friends. I’ll see you all next week.