Office Hours – March 14, 2017

Recording of Office Hours hosted by Chris Davis on March 14, 2017.


Chris: Record and then we go over submitted questions. Now, if you had questions beforehand, Chris, you submitted a question so I’m going to address that question and if you all have any other questions, now is the time to ask them and let it be known what your question is. What I will do, let me pull up my ActiveCampaign account and I’m going to walk through [00:00:30] Chris’s question. Chris has a question about timers. I’m going to answer that. Let me switch my screen. All right. Now, you should all be seeing the screen that I have with my ActiveCampaign account.

Chris, you were asking me about timers and what Chris wanted to do was [00:01:00] he wanted to wait, oh, I didn’t want that automation. That’s a big one. We don’t want that one. That is a big one that I just know because it’s the first one I always go to. He wanted to wait a day and time. Man, look, I’ve built all of these out. Maybe it’s just better if I just start from scratch.

He wants to wait a specific date and time before he sends the email. He wants to wait three days and wait until [00:01:30] say, 7 a.m. He wants to send it in the contact’s time zone. What we would do is, we would go into the conditions and wait for a specific period, let me slow down. I’m sorry. I’m moving too fast. I would launch the automation builder. I can either click on this plus button or I can go over here. In fact, if I click on the plus button, you’ll see it brings up that side panel in a popup box, all right. I want to wait [00:02:00] and I can select for a specific period of time or a specified period of time or a specific, until specific conditions are met.

One way to do it is, I can wait for three days like we talked about in the email, Chris, three days, and then I want to send an email, right? I can also drag my emails over, naming this email, welcome message. [00:02:30] I’ll just do this as a place-holder for now. I’ll just hit save and exit, and what that will do is save it as a draft. I want to wait three days and then send them, but I have one more condition. I don’t want to just wait three days, I want to wait three days and send it at 7 a.m. What I would do again is go back to conditions and work flows, go to wait, and then I’m going to say wait until specific conditions. I’ve got two [00:03:00] different wait states. Then, I’m going to chose date and time and I’m going to use the contact’s time zone. See that, current time contact’s time zone, or I could do current time my time zone. Chris, you said you want it in the contact’s time zone. Then, we chose that time. Maybe it’s seven o’clock. Then, hit save and there we go.

When they enter in, they’re going to wait for three days. After they wait for three days, they’re then going to wait until [00:03:30] 7 a.m. After 7 a.m., they’re going to receive this email. That’s how you would do that wait condition to delay the sending of your email to the specific time in which you want it to go out. Hopefully that makes sense. Let me know in the chat if you have any follow-up questions or any new questions. We started a little late today, so I’m here until 11: [00:04:00] 20 to be fair.

Lorraine and I had some travel issues. The commute was pretty tough here in Chicago we go some snow, so it slowed everything down, so I started a little late, so even though you came in late, you’re actually right on time, subsequently. Hopefully that all makes sense. If we have [00:04:30] time today, I will go over, we talked about it in the last Office Hours, this little, this trick, not trick, but how to handle multiple start triggers, because what we are seeing is that there are a few people that use multiple start triggers. I’ll use this one, for instance. Watch this.

Let’s say I have a start trigger and then they say I submit the form a walk through once, [00:05:00] and then maybe I have another start trigger that says, adds a tag and I don’t know, lead staged tag and let’s just say I say multiple times. Whenever this form is filled out, whenever that tag is added, they’re going to enter and then one more, let’s say, when someone clicks a link in an email, we’ll say any email, any list, any link, multiple times. All right?

[00:05:30] Now, we just saw some power, the power of ActiveCampaign, because there’s not many platforms that you can have multiple ways, multiple entry points into an automation. So, this is power. With such power comes greater responsibility. Here’s why. Although, let’s go back and say, I don’t want them to enter in every time. I just want them to enter in once. [00:06:00] What I’m thinking is since I have every start trigger set up as once, that they will only enter this automation once, but that’s not true. That’s not true. They can enter this automation up to three times, because I have three start triggers.

What we’re seeing is people can configure multiple start triggers and just because all of the start triggers are configured as once, they think that they can only enter the automation once. [00:06:30] I don’t know if you all knew this, but you can, one contact can have multiple positions within the same automation. If they submitted this form today, they would be waiting for three days. If they had this tag added three days ago, they would be waiting for 7 a.m., and then if they clicked the link, like, tomorrow, they’ll be waiting here, and guess what, they’re going to get this email three times. Three times they’re going to do it, because [00:07:00] they’re in the same automation at three different places.

We had a customer, I lie to you not, we had a customer that literally had five start triggers, but it was set to multiple times instead of once, and they had one contact instance about 20 different spots in that automation. Can you imagine the customer receiving 20 emails, without, through the span of a week. Of course, they’re like, stop spamming [00:07:30] me, right, and the owner is looking at that ActiveCampaign like, why are you sending out all of these emails. They didn’t realize that each start trigger adds the ability for that same contact to enter in the automation again, unless we do this, unless we do this. Let me show you what we need to do. I’m going to call this reenter gate. We’re going to gate the ability to reenter. [00:08:00] Set this to active, I’m going to refresh this, okay. This is how you prevent that from happening.

If you’re going to use multiple start triggers, you have to do this, because you will get to a point where you have the same contact multiple times in your automation. You have to add this step. We go here, segment and say, action [00:08:30] not in automation, has not entered automation and this one. Reenter gate. Save it. Look at this. Now, it’s anybody who submits this form and has not entered this automation. If you’ve already entered this automation, and although you take this action, you will not reenter it. If I add this to [00:09:00] every start trigger, there is no way that this person can enter more than once. I’m sorry, not currently in, I’m sorry, that’s what I want. Not currently in gate, because I want them to be able to enter, I want them to be able to reenter it, but I don’t want them to enter it if they’re currently in it. I’m currently in, let [00:09:30] me just do this and re-explain it.

What I’m saying is as long as they’re not in this automation, let them come in. They have this tag, and they’re not currently in this automation, okay, we’re all good. Now, they can come in to this automation up to three times. They can come into this automation up to three times, but they can’t be in it at the [00:10:00] same time. They have to finish their path before they can come back in.

That’s ideally what we’re finding most people want to happen is they want them to finish the automation before entering it again. They don’t mind them coming in again and getting the email, but it should only be after they’ve completed the entire automation. Would it be a good practice to add it to [00:10:30] every automation, just in case you add other entry points in the future. This is Lorraine, yes, this would be your fail safe. I think you can default on doing this just to be sure. I can’t think of many cases, well no, I can think of many cases where you may not want to use this. Let’s talk about one. Let me show you one case. Hopefully I have my, [00:11:00] let me see if I have my integration setup. Let me just see. I just need to make sure. If not, I’ll show you anyway. Okay, I don’t have any active integrations.

What I would do is, if I was using Shopify, for instance. When you use Shopify, you’ll have a start trigger which says has made a purchase. [00:11:30] Let me show you what it would look like. Watch this Shopify. Let me see. This is an old one. Nope, I don’t want that one either. We’ve got to update this, everybody. [00:12:00] That’s kind of rough. Let me see. All right, bear with us. We’re actually, I thought that article was in the blog, but we’re actually in he midst of creating a guide for you all that breaks this down. It couldn’t be more timely, because if I couldn’t find it, you all won’t be able to find it. This [00:12:30] is the guide, this is the preview.

What I wanted to show you is, you see that, contact makes a purchase from Shopify. This start trigger will show up in your account once you’ve integrated with Shopify. Once you’ve integrated with Shopify or BigCommerce or WooCommerce in the future. Check this out, Lorraine, it will make sense for if your contact makes a purchase and [00:13:00] then you sent and email that was just confirming that they made that purchase. In that instance, you wouldn’t have to say if not already in, you would want that email to fire off every time that purchase is made. That’s one case, but for the most part, for most of us building out automations, the safest bet is to make sure they’re not already in the automation.

As we’re talking about it, I’m going to [00:13:30] raise this as an idea. You all can submit it as well, in fact the more people that submit it would be better, what if we could just have a check box. Just like how it says, segment the contacts entering this automation, what if there was just one check box under it that says, don’t allow if they’re already in the automation, don’t allow them to reenter, and it was just a check box. I feel like that would be a lot easier and straightforward to use, so I’m going to submit that as an idea.

Wouldn’t it fire because [00:14:00] they aren’t in, wouldn’t it fire because they aren’t in the automation. Yes, yes. In this sense, yes. If I did have that case where it was if they’re not in the automation go, since it would just be an email, it would fire this email and then they would be out. They wouldn’t be in. But, you know what’s interesting. I have to test. You bring up a good point, because look at this, [00:14:30] not currently in automation, but once you’ve entered an automation, you know what, I don’t think I want to use not currently. You know what I want to use? I think I want to use completed. Has ended. That’s what I want to do. Has ended this automation, because once you enter in an automation, [00:15:00] your status is always in that automation. Let me show you.

It doesn’t mean you’re active, right, so here, this automation, I don’t have anybody active, but all of these contacts are in it. This contact is in it. Since I’m in it, if I had that as a start condition that says [00:15:30] is not in the automation, I could never reenter this automation. However, if I want to allow reenter, I need to say contacts that submit the form and had ended this automation. They’ve come to an end in this automation. They’ve come to an end in this automation. Now, they can come back in. That’s the way to do it everybody. We figured it out. That is the way to do it. We want [00:16:00] to do it when they’ve ended the automation. We’re waiting essentially until they’re done with the automation and then they can come back through. Let me change that. I’m so glad I worked this out.

I told you all on the last Office Hours that I am in no means perfect and this is a prime example. One thing I will do is I’ll work through it until it’s right. Not until it’s right, only when it’s right is when I will put my automation live. [00:16:30] It may appear that I’m a lot better than what I am, and that’s just because everybody doesn’t get to see the raw process. This is the raw process here in Office Hours. No filter. Okay, the Shopify automation needs the red, Lorraine, this is true. We talked about this, right, this is now standard, it must have the red end.

Yes, so [00:17:00] this is how it will work. This is how I would do it, preventing people from entering in the automation multiple times is essentially adding that second condition and waiting for them to finish. Submit this form, but have they ended. They’re not going to wait at this start trigger. It’s not like this start trigger is going to queue them, like, hey, wait until you’re done and then allow them to go. That’s not what’s going to happen. This is just going to prevent them from entering [00:17:30] it, so if they enter it in the future, if they fill out this form in the future and they’ve ended this automation, they can’t come back in. Remember, we didn’t use is in, is currently in automation, because even though they’ve ended the automation, they would still be in it, right. They would still be present in the automation because when a contact ends an automation in ActiveCampaign, we don’t remove them from the automation. We just [00:18:00] say they’ve ended it. They’re still in the automation, but they’ve ended it. If we are triggering or segmenting on ended the automation even though they are still present in the automation, or they have entered it, they’ll still be able to come back through it.

For the record, always use has ended the current automation that they’re in. That is your fail proof way of making sure that they don’t received multiple [00:18:30] emails. Now that I’m talking about this, I really need to add this to a lot of my personal automations. Contacts pool at the end point. Can you see who all has completed the end point. Yes. You know what, yeah, they do. At the end point, it’s just kind of like, they’re collected right there. To see who’s ended that automation, the easiest way is to do, [00:19:00] is okay. One way is to look at the actual automation. If I go into the automation, and I see that nobody is waiting then I know when I go to view contacts, all of these people have ended the automation. I could have swore I had an automation. I want to use one that actually has people so it makes sense. There we go. Let’s see.

You see I do have one queued. [00:19:30] All but this one have ended the automation, so who are they, I view my contacts and all of these people have reached the end point except for one. Looking at the automation will give you everybody who is in it, but if you want to know who completed it, the automation would have to have no one queued. If no one was queued and you went to view contacts, it would show you everybody who’s completed it, right. In the sense that you have people in the automation, which most of you [00:20:00] will have, what you’ll want to do is go to the contacts and do an advanced search, and say actions, and then, has ended, we’ll just say this automation, and then search. Now, these are all of the people that have ended that automation.

Let’s look at this. To schedule time [00:20:30] request. Let’s do that one, so we have a one-to-one and you see just how different they are. Where is it. Has ended, to schedule time request, search. Watch this. Ten people have ended this automation. Look at this, view contacts, eleven people have [00:21:00] entered the automation. Do you see that? Eleven people have entered and ten have completed. That means there’s one queued in this automation. Of course there’s one queued, because it’s right there.

If you want to determine who that queued person is, you can easily click on the link and it will pull that contact up or those contacts, [00:21:30] or you could go back here, go to your conditions and say, has entered this automation. Let me just, there it is. Schedule time request, do a search so, has entered, it should be eleven. Has entered and then we could say, [00:22:00] and action has not finished, has not ended. That should pull up that one contact as well. Whoa, whoa, whoa, whoa, what did I just do. Has not ended, I put has ended. Has not ended, [00:22:30] and then search, and there it goes.

There’s the two ways to get those contacts. Of course, this way is stronger if you have multiple points for them to be waiting. This is easy because there’s just one, but what if you had four or five wait states in here. Are you going to click on every wait state and try to add up all the contacts, no you’re going to go into the advanced segment builder and create a condition that says they’ve entered the automation, [00:23:00] but they haven’t ended the automation. That’s essentially saying everybody who’s queued, who’s active. That’s how you find everybody who’s active in an automation. Now, we know how to find everybody who’s ever entered it, everybody who’s ended it, and everybody who’s currently active in it. All using the segment builder, and/or automations. [00:23:30] Good stuff.

This Shopify post, this eCommerce post will be live today. We’re working on getting this live for you all, just so you can see exactly how to start integrating Shopify and BigCommerce and WooCommerce soon with your ActiveCampaign account. Let me see here. It says I’ve got two viewers, but I don’t, two more viewers, but it’s not [00:24:00] showing all of them. That’s fine. Maybe something happened. All right. That’s kind of, I thought it was a little easier to explain, but that could get, that’s a mouthful, right. The statuses that contacts can have in an automation is they’ve entered, and once they’ve entered they’re always in the automation, even if you [00:24:30] end the automation. You can never erase the fact that they’ve been in the automation. You can’t take that fact away. You’d have to delete the automation in order to do that. That is very interesting.

Now, if I wanted to say, I wanted to allow them to reenter an automation, but only do it if they’re not active in the automation, then I would need to do that with has ended. What would be [00:25:00] another way to track their progress on the website. Speak to me about this, Lorraine. What kind of progress? One way I know of it of course website tracking, right. Another way would be forms that they’re filling out, like maybe there’s particular forms that are telling you that they’re at a particular stage in your marketing. Let me see [00:25:30] what automations they’ve been through would tell you, how they’re interacting with the. Oh, I’m sorry. I took it as what would be another way. You’re saying that would be another way to track their progress on your website. I misunderstood, Lorraine. Absolutely. You are correct. Seeing what automations they have been through will absolutely tell you.

Another way for you all is this. Why not? [00:26:00] Watch this. Website traffic flow. Why not create a pipeline, okay. This one, I mean look at, this stuff is powerful, everybody. Visited, well, we don’t want to say visited site. We want to say, new lead, right and then maybe, [00:26:30] we have another stage with sales page. They’re a lead, they visited, and maybe I want to do this. Maybe I want to say, registered for events, visited sales page, and then [00:27:00] became a customer. This is one flow. This is the flow that I have intended. For everybody that fills out a form, I want them to register for an event. Once they register for that event, and let’s say it’s a virtual event and I want to push them to my sales page from that virtual event, I could see how many people from the event registration visit the sales page. From there, I could see how many of those [00:27:30] people progress on to become a customer.

Normally, you would have to use like Google Analytics to set up a funnel that really tracks this stuff and it would be for all users to your website. If you do it in ActiveCampaign this way using pipelines and stages, this will be specific to every person you know. These would all be known leads. The flow that known leads are taking through your business. The reason who you do this is because [00:28:00] once people start populating in these stages, you’ll see a number appear, so you can easily see how many new leads, if you had 400 new leads, and then 80 of them registered for an event, you can see right there, 80 over 400 is your conversion rate from new lead to registered for event. Then, 40 of them went to your sales page, so that’s 50% of them, and then five of them became customers, so 20%. I think 45, [00:28:30] five to 40, maybe it’s not 20%. That’s one over eight, so that’s like 16%. I think that’s right. That’s like 16% became a customer, so 16 out of, what did we say, our initial 800 or whatever is our conversion rate of our website right now, from lead to customer. You can track all of this within ActiveCampaign.

What a lot of people don’t know is if I got to reports, I can go to deals [00:29:00] and look at that, funnel. This is my podcast thing, but look at this. It will show you how, look at that, one lost here, how many, where people are falling off. This is always in ActiveCampaign. A lot of people didn’t know this, but look at this. Everybody that’s interested in a podcast, these are all internal people, so this should be true. Everybody who’s interested does schedule time, and everybody who’s interested, I request [00:29:30] for them to schedule time. Everybody who I request, 100% of them schedule time. Out of all of those that schedule time, I only lost one that didn’t record. One did not record. Out of all of those that recorded, they all got published.

I can use this funnel view to see [00:30:00] how my website or a specific process on my website is converting. Pretty cool, right. It will be even better as we continue to add more reporting to our funnels. Even better. Really good stuff there. [00:30:30] Let me know if you all have any questions. Again, let me show you where that report is. The power of setting it up like this, setting up your processes, not just your sales process. This could be a fulfillment process, like I said, this could be your lead to customer process if you’re running a webinar or something like that. You can use this. Let’s think.

A new lead is just someone who downloaded your free [00:31:00] offering. Register for an event is somebody who registered on a landing page. This is the criteria, right. You’re setting up your automations to add the deal, progress that deal through these stages. Visited your sales page is just a web tracking, website tracking. Became a customer is they have the customer tag, so you’ve got four automations that add people or move your leads between these stages. Once [00:31:30] the movement has taken place at any point, you can just go into reports, like I said, go down to deals and click on funnel, and you have all of your pipelines here. You select it, it will show you the percentage, the progress through how many you’ve lost, at which stage, where did they fall off.

You can do all of that just using our deal CRM. A lot of people don’t know. A lot [00:32:00] of people ask questions, why should I upgrade. This alone is one very good reason why. It just gives you another way of, as Lorraine mentioned, seeing how people are interacting with you. You can look at their path. What if everybody that visits your sales page, you see a big drop off, like they don’t become customers. That should let you know, it will let you know two things, it’s not necessarily saying your sales page is garbage, but maybe the webinar is not framing [00:32:30] or your event is not communicating the value effectively. Maybe it’s not creating anticipation, urgency so that when they do get to the sales page, they’re not as interested as they could be. Or, it could just be your sales page, it’s terrible and it needs to be updated. Let’s not use terrible and garbage. Those are harsh words. Your sales page isn’t converting. [00:33:00] You can pull a lot of data from this. You can pull a lot of data from this and make some really intelligent decisions.

Let me know if there’s something specific that you all would like to know. If there is a roadblock you ran in to, remember, You do not [00:33:30] have to have a million dollar business to be on the podcast. You just have to be a user that’s using ActiveCampaign effectively. We’re normally slated for 11. It is 11, as I mentioned I started a little late today, so I’m willing to go a little over, but if you all are cool, if you don’t have any questions, that’s fine as well. We can cap this off.

We definitely did learn some today. [00:34:00] We learned about the has ended automation. That’s really what we want to use. Then, telling where people are at in an automation. Are they active, are they finished, are they queued, are they done, are they finished, well that’s the same. Have they entered, are they active and have they finished. Those three questions we’ve answered. How to do that and how to prevent people from essentially cloning themselves [00:34:30] in your automation which will result in you sending spam. Great, great, great. Listen, I appreciate your patience with me today. I appreciate your attendance as well. We will be doing this the same time Friday, as we do on all Fridays, which is 1 p.m., 1 p.m. Friday, I will be back and ready to answer some more questions. I would encourage you all to do [00:35:00] something more in the application. Try to get stuck, essentially. Jump in the application and try to stump yourself. Then, once you’ve been stumped, bring that question to Office Hours. I guarantee what you’ll find is the sooner you get stumped, and the more you think about it, you’ll be amazed at how many problems you can solve yourself.

If you went out and did what I said today, built an automation and you go stuck. Then, you said I’m going to ask Chris [00:35:30] on Friday, it would be in your mind. You’d be thinking about other ways to do it, and you may very well stumble across a solution by Friday. You’ve got to use the app, you’ve got to get in there and push yourself to a point where you’re just stuck. Chris set up that automation, put yourself through it and make sure that it waits for three days and then sends at 7 a.m. Test out this logic that I have that says if they’ve ended, if they’ve ended the automation, opt in [00:36:00] to the automation twice yourself using your email. Opt in twice using your email and just see, do you come back in, do you enter in this email, like here’s how I would test it.

I would fill out this form first and wait until I hit this spot. When I hit this spot, then I would add the tag to the contact and see if they enter in. If they don’t enter in, cool, this is configured correctly. Then, I would click a link on an email and see if I enter in. They don’t enter in, cool, [00:36:30] I’ve configured this correctly. I’m good. I essentially never have to build this from scratch again. I could literally just clone this automation and then start from what’s working.

That’s really how you build out your business. You get a core set of automations, functioning, and then you just build on top of them. Not you make the automations bigger, you just start creating more automations, more modular, so you’ve got more automations [00:37:00] that leverage what’s already working. You shouldn’t always be starting from scratch with new automations. I’m always cloning automations and just adapting and adjusting a little bit, and then before you know it, I’m like, oh my gosh, all of my business processes are automated. I didn’t even realize it.

It happens over time. It’s not a one-time event. Automation is not an event. It’s not a destiny. It’s really a journey. All right. With that being said, [00:37:30] I am going to sign off. Fair well to you all. Thank you for attending. You all have email access to me if a question pops up that you’re just really stuck on and you can’t wait until Friday, or you just want to, you know, show me some stuff that you’re working on. I welcome that as well, so, yes, Lorraine, you’re very welcome. Thank you all for attending, and I will see you on Friday hopefully at 1 p.m. central standard. Have a good one.