Office Hours – March 28, 2017

Recording of Office Hours hosted by Chris Davis on March 28, 2017.


Chris Davis: … Record. I should be recording, and you all should be able to see that I’m recording on your end. Can somebody just give me a quick confirmation? I really want to make sure we get this one ’cause this is gonna be really important. Is there like a red dot somewhere on your screen that says recording? No? Okay, Jean says no. Let me make sure. I don’t see it either. Maybe I should … [00:00:30] Oh, okay, I got it now. It’s showing on my end. Great. Zoom must have changed it, but it is showing on my end. I think it’s because I’m recording to the cloud and normally I record to my desktop.

So we are good, and listen everybody, this is going to be maybe the most challenging, and maybe the most easy for some of you all, but I’m gonna walk through a strategy that [00:01:00] to manage your unsubscribes. I’ve marked out that uses the sorting automation because the first version of this does not require it. This is really good, this is really good, what I’m about to show you all. I have to demonstrate it for you to really understand how it goes. So I’m gonna walk through it and demo it. Now, please, use the chat at any point to let me know what’s unclear because everything [00:01:30] that I’m gonna show you builds on, so if we get half way in and we miss something in the beginning, it’s not gonna make sense at the very end. I need this one to stick. All right? So let’s do that. Let me shift here to my active … No, I don’t want to do that, I want to do my desktop. We’ll do my desktop, I’ll stop the video here, and all right.

I guess I should close that. [00:02:00] Yes, Katrina, you’ll really enjoy this one. All right, so just for some background information, how handling whether to use a master list or multiple lists has been a big topic within the community, as well as this OfficeHours call, so I have found a strategy that matches both, okay? This strategy uses a master list, which I am a strong proponent of. It also introduces [00:02:30] the necessity and the strength of using preferences lists. In turn of the Active Campaign, we always talk about lists should be if you’re using multiple lists, they should be for managing communication types. I could have a master list where everybody exists on, but some of those people I can also subscribe them to a newsletter list, or I could also subscribe them to [00:03:00] an events list.

What I’m doing today is I’m merging the two strategies, and it’s gonna make perfect sense when I show you why. Let’s go into this. First and foremost, to do this, you have to have a master list. You have to have a master list, and your master list is … And how you name your list will need to be [00:03:30] customer safe. So when someone’s looking at your list, it shouldn’t say master list ’cause these labels are going to show to our customers or to your contacts when they click the unsubscribe link. As you see here, my master list is essentially general communications and product updates. Everybody’s gonna get added to that list. As you see, I’ve got some other ones, live events updates and notifications, the automatic [00:04:00] monthly newsletter. Wow, it got loud in here really quick, I don’t know what happened, it was so quiet before we started. You see I have the automated monthly newsletter, customer only communication, things of that nature.

Step one is to name your lists, respective to the messaging that they will receive on that list. This is … Just follow. So make your notes, and I’ll give you the reasoning behind it all when we start to test it. [00:04:30] The second thing we need to do now is go to our forms. I’m about to show you all a feature that most people here didn’t even know existed. Let me show you. Manage subscription form, I believe this is the one. Watch this everybody. Now, did I click the button? I guess I didn’t click the button. I’m a little excited. So anybody who’s been following my OfficeHours, [00:05:00] you know why this form looks like that, it’s because I’ve added my favorite CSS to this form so it will take the shape of whatever container it’s in. This is important because look at this, “Please continue to send me the following communication.” Can anybody see what I’m doing here? And look at this, it has all of the lists that I named. This is why I told you to name the lists so they can customer [00:05:30] facing safe.

If you haven’t guessed it by now, this is going to be our unsubscription management form. So no longer when people hit unsubscribe are they just gonna go bye bye, they’ll actually have the option to manage what type of communication they would like to continue to receive from us. Now let me show you what’s really going on. On the back end, [00:06:00] they’re always going to be subscribed to the master lists, always. This is like the default behavior, that’s the home for all of your leads. But look, I’ve added all of these other lists. By adding all of these other lists … and here’s what’s interesting.

If you turn off opt in confirmation for one, save it, it will turn off opt in confirmation for all of them. [00:06:30] For this form, you can’t have a double opt in for one list and not for another. To use this method, the confirmation opt in or double opt in must be turned either off or on for this form which means all lists would have to have a double opt in confirmation, which I highly recommend you don’t do because when someone gets to the screen if they say, “Oh, I want the newsletter, and I want the live even updates,” they’re gonna get two emails asking [00:07:00] them to confirm. So that’s the next thing. Plus, the only people who can see this are people who are already on your contact list. So you’ll want to most definitely make sure that opt in confirmation is turned off.

We have that, and then we’re gonna just show a message that says, “Thank you, your preferences have been saved.” Now, watch what happens everybody. I’m making good time here. [00:07:30] We’re gonna all go through this journey together ’cause I’ve received this questions on the OfficeHours tool. If someone’s in an automation and they opt out, what happens? Right, what list are they on? Where do they go? I’m going to give you the clearest answer that you’ve ever received because I’ve done all the digging and talking to our team internally to figure it out. I just have to remember what form I used. Come on Chris, which form [00:08:00] did you use to start it? I renamed it and that’s probably what’s throwing me off. Testing … I feel like it was called unsubscribe. There it is, all right.

So when I preview this, watch this. Let’s test the unsubscribe function. I’m gonna use and of course I that backwards, so I wanted to use jellyjam [00:08:30] for my name. How about that? I’m gonna submit, and I’ve been added to three lists. Let me show you want happened when I submitted my email. When I submitted this email, I have an automation set up [00:09:00] right here, send three emails, customer list management. I can’t remember what this one is. Let me view this one really quick. Oh, okay, don’t worry about this one. So what happened here is that I went to this automation, and view it. All right, so I’m in this automation, and you saw the confirmation that said, “You’ve been subscribed to three lists.” That’s because I had all of those lists as actions. [00:09:30] They subscribe … when they submit that form, I had three actions that added them all to those lists. So right now, jellyjam should be on three lists. Look at that, I am. The automated monthly newsletter, live event updates, customer only communication. I should say two lists. The reason why I’m not on customer communication only is because I’m not a customer. That’s [00:10:00] okay, that’s okay. This will still work.

The question Lorraine, I believe, you asked this questions before. The question was … Maybe it wasn’t, I can’t remember, but someone asked the question what happens is somebody is on multiple lists and they receive an email and they click unsubscribe, what list are they unsubscribed from? Can you share the automation in chat? Lorraine said can I share the automation in chat? [00:10:30] Yes, yes, I can. I will, I’ll share … Well, you don’t want this one, Lorraine, this is just a test one. I’m just sending out emails to show everybody what happens. I think I have some other automations that I will share absolutely. Theses are all dummy emails. They’re just sent a day apart, which I’m not even gonna use a day apart, I’m gonna skip all of them to show you all.

What I told you all before was that when someone unsubscribes from an automation email, they’re unsubscribed [00:11:00] from the first list that they joined. Essentially, they would need to unsubscribe, like hit the button and all three of these emails to be unsubscribed from all lists. Well, that’s not true, that’s not true. I talked to our head of success, Kelly O’Conno, I talked to Tim John, and here’s what I found out everybody. This is important. When someone unsubscribes in an automation email, they are unsubscribed from every [00:11:30] list that they are on. When someone unsubscribes from within an automation, it acts as an unsubscribe all function, so they’re going to be removed from all lists.

Hence why I told you all it’s just like a master list. That’s the functionality of a master. If everybody was on one list and they hit unsubscribe, they’d be removed from that one list. Even though we’re using multiple lists, that [00:12:00] functionality is still there, which is one of the reasons why I kind of veered away from not using multiple lists because it’s like list management can be crazy, but we’ve updated the platform to where when you unsubscribe … When anybody unsubscribes within an email, they will be removed from every list. Let’s look at how that looks.

I’m gonna skip this wait action, so I should have received this first email. Let me go to my email, and I’m gonna put my email on the [00:12:30] screen for you all ’cause we are gonna walk through this together. While I’m waiting on that email to come, I need to show you one other thing. In your setup, you need to for each list, for every list … I’ll just say general communications. What we need to do is create a page on our website that is called [00:13:00] unsubscribe. On that page, we’re going to have our manage subscription form. One thing I didn’t show you all … I’m sorry, this is my first time going through it so it maybe be just a little bumpy, but we’ll get there. Where’s my email at?

One thing about this list, manage subscription, what I didn’t show you all is … A lot of people don’t know this exists. In fact, I just showed the [00:13:30] team internally today. List selector, so let me delete this. Oh, wait, wait, wait, I want to keep this. Okay, so this is a regular form. When I slide this list selector over, look at that. The list selector is gonna pull all of the lists that are added as actions on this form. You see that? [00:14:00] It’s gonna pull all of those lists and display them here. That is the list selector, many people don’t use that or even know it exists. I would use … I’m tell you you need to use a list selector, and this is the form that we’re gonna put on our website. Here’s why.

I have received my email. Watch this everybody. Watch this, okay. So this is the email. This is the first email … unsubscribe [00:14:30] and see if … So this is what I’m using to test. So look, I’m gonna unsubscribe. Hold on, let me make my screen big ’cause you all will appreciate this. To clarify, are these lists real lists or segments of a master list? They are segments of a master list, Lorraine. They’re segments of a master list, and the segments are specific to the type of communication for this very reason. Watch, I hit unsubscribe. Watch what happens. Look where [00:15:00] it took me. I now have a unsubscribe page that says, “You’re unsubscribed. You will no longer receive email communication from us. If you have reached this page by mistake, update your preferences below” Updates your preferences, and look at this. These are all of the lists, Lorraine, which are really segments of our master list of the communications types.

Let’s say somebody unsubscribed here, and since we know that they were removed off every list, we’re not giving them the opportunity [00:15:30] to say, “Hey, wait a minute, you know what, I want the newsletter. I do, you’re right, I still want the automated monthly newsletter.” Then they hit update preference. Also, look at this. Their email is pre-populated, so everybody who’s been on here knows how I’m pre-populating this email. Check this out. How I’m pre-populating it is by going to lists [00:16:00] and what you’ll want to do is when you have that set up, advanced settings. We’re gonna go to public pages and then unsubscribes and hit edit. When we get there, we have … this is not the list. Let me go … I don’t know which list it was. Anyways, you’ll use this, you’re gonna want to [00:16:30] make sure all of your lists have this URL that go to your unsubscribe page. You’re gonna use this exact method right here.

They’re all gonna go to my page. I’ve created a page that says unsubscribe, but look what I’m doing. I’m sending the email to that page as well. [00:17:00] By putting the email in the URL, Active Campaign is gonna automatically populate it down here. You see that? This becomes the link that you use in every one of your lists. You see how I can select different lists? I can take this link. I want you all to do this just in case because what will happen is if there is a redirect, the redirect is greater [00:17:30] than the static page, or this page. Any lists that has a redirect is gonna get preference or priority over the default unsubscribe form and page. Just to be safe, make sure every lists redirects to the same page, throwing the email address up there.

So now let’s look and see what happened to me as a contact. Going through here, now let’s just [00:18:00] see. Remember, I hit unsubscribe, so I should be removed from every list. See that? So I’m now removed from every lists because I hit unsubscribe within an automated email and a campaign sent me an automation. These lists, I kind of want to rename lists into the application because when we’re using them in this way, yes, they’re lists, but they’re more like message lists. [00:18:30] You have your master for all your contacts, then you have these message lists. The message lists only exist for this reason, so that we can allow people to come back in. We can allow them to say, “Oh, wait a minute, I didn’t realize you had live event updates. I want those and not this automated newsletter.” That’s the deal.

Now that they’ve unsubscribed from all lists, what happens [00:19:00] to them in my automation? Let’s see. I’m gonna skip this wait state, and watch what happened. Contact was previously unsubscribed. So, they’re still in the automation. The unsubscribed do not remove them from the automation, the unsubscribes just prohibits them from receiving any further email. We’re almost to the finish line here, but since I unsubscribed and I was like, “But wait, I [00:19:30] really just want the newsletter,” and I hit update preferences. What do you all think just happened? I essentially shifted you around lists. You were on all three, then you hit unsubscribe, then you were removed from all three, then you selected the one that you wanted to be one, and now I just moved you to that one. All automatically.

Contacts are managing themselves, their preferences and communication. On the back end, let’s [00:20:00] see what happened. Let’s see. Look at that, so now I subscribed to one. There it is, now I’m back, the monthly newsletter. You see that? So now I’m back on one list, just one list because that’s the list that chose. Every time someone hits unsubscribe, they’ll be able to manage which lists they want to be on. Now that I’m on a list again, what do you all think is gonna [00:20:30] happen in this automation is the big question. I was on a list, I unsubscribed on this email, didn’t receive the next one. Said, “You know what, I do want to receive communication.” And since I’m on a list, let’s skip that wait and see what happens. Now I’m receiving emails again. I’m receiving emails again. [00:21:00] I should shortly receive this email. Let me see here. Just to prove to you all, there it is, the third email. This is the third email. I can receive emails again, from having this managing your subscription page.

Let me show you want this manage subscription page looks like. I just did this in Word [00:21:30] Press to do is really quick. You see, I have a title here, and then I have the form, the simple embed form. That’s it, that’s it. You view the page, you see the title here, and this is the Active Campaign form right here. Everybody should have an unsubscribe page that has this ability for people to add themselves or manage their preferences. This [00:22:00] is way stronger. Listen everybody, this is way stronger than this right here, way stronger. Then advances, public pages. It’s way stronger than sending them to this page. I mean, at this point, they can only provide feedback. “I unsubscribed by accident, add me back to this list.” That’s all they can do, but by using our page, [00:22:30] the way that I showed you, they can now manage more, their subscription.

Somebody saw this that I was doing. They were like, “Wait a minute, you have customer communication on there. What if they click this box?” ’cause you can select many boxes. What if they click the customer communication and they’re not a customer? Fair point. This is a fair point. This is why any list that is for customers only, what we want to do is have a simple [00:23:00] automation that checks for that. Here’s one way. Customer list management. What we’re gonna say is anybody that subscribes to the customer only list and doesn’t have the customer tag, unsubscribe them, take them off. Unsubscribe them from that list.

Lorraine, am I correct the date and time won’t be captured automatically with each subscribed and unsubscribed? I believe the date [00:23:30] will be because this is … Let me see, we’ll see. Subscribed … yeah, yeah, it’ll be captured. Every time they subscribe and unsubscribe. Since we’re using the form selector. It’ll show the date and time, the source, and it’ll even give you the IP address. This will serve everybody. Lorraine’s in Canada, so we have been making sure that we are in line with Canada’s [00:24:00] strict email can-spam laws. This is why Lorraine’s asking. If you are located in Canada as well, this applies to you. Yeah, you’ll be able to keep track of all of this. Now, look, you can say, “Hey look, they said they wanted to receive this newsletter. They opted in on this date. From this IP address.” Which they did, so every time they fill out that form, Lorraine, you’re gonna have a track record of when they did that. You [00:24:30] could also say … Oh, look at that. I wonder if … This is new to me. I wonder if this is always … I don’t know.

Anyway, here is really the best ’cause it shows that they unsubscribed, their reason, and then when they subscribed again. Yes, you’ll be able to automatically see the date and time [00:25:00] and the IP address. I know you asked about that earlier, too, Lorraine. Think this may have been updated since then ’cause I was talking to them about that. All right, Paul, are the lists segments of a list or separate lists? Both. They’re both. Hey, welcome Mark. They are both. Mark, let me know if you can see the screen. I know you’re my buddy to show me if my screen is big enough. They’re both, and it’s really how you [00:25:30] have organized it in your mind. Not in your mind, but let me just say it like this. You have a master list, which like I said, I would use the master list to add all my contacts to. Here’s why, they can be on a master list as well as another list, and they still count as one contact, but the power of the master list [00:26:00] is you can easily segment them with tags and custom fields. That’s gonna be important when you’re using automations.

However, if you add more lists, so if we look at this and like I’m saying, I want to have to opportunity … The only reason I’m creating these other lists is for people to manage their subscription. That’s it, that’s the only reason why I’m creating these extra lists. That’s the only reason, so that [00:26:30] when they get to this page, they can manage what type of communication they want from me. So yes, these are lists, but it’s not like they’re lists that I’m using to really segment my database, ’cause I’m using my master list to segment my database, but I’m using these lists to help me provide them the opportunity to control the communication they want to hear from me.

Can a user unsub from a segment? [00:27:00] So Paul, users can’t unsubscribe from a segment, that’s why we created these lists as segments that are visible to the customer or your contacts. They’re essentially, when they say unsubscribe, they’re being removed from everything. Now they’re saying, “Hey, just send me general communication and customer only communication.” Then they’ll be subscribed to those two lists, which are essentially segments of your main list.

[00:27:30] Lorraine. Last week Megan Jamie indicated unsubscribe from a campaign would remove you from the corresponding list or the first list … You know what, I’m sorry everybody. I have not been placing our questions here. All right, so Lorraine is saying last week Megan Jamie [00:28:00] indicated unsubscribe from a campaign would remove from the corresponding lists or the first list of the campaign was sent to multiple lists in this case which are preference for lists you are still subscribed to be check. All right, so we’ve been going over what happens in an automation. If we send a campaign, this is what happens Lorraine. If I go to campaign, and good old [Allecar 00:28:25]. Allecar’s not with us today, but in remembrance of Allecar. In honor, [00:28:30] let’s do honor. Remembrance sounds like a funeral.

When we’re creating our campaign and determining who, now look at this. Lorraine, let’s say I’m on every single list that you see on my screen. This contact is on every single list, however, look at this. I’m only sending it across these four lists. If I’m sending … This is a one-off campaign, everybody, [00:29:00] this is not in an email. If someone hits unsubscribe in this campaign email, they will be removed from every list that is checked. Again, if they exist on live event and updates, they’ll still be on that list because it’s not checked. This is different from when they unsubscribe within an automation. Now this serves your second means of really [00:29:30] using lists to segment your master list through message types because you’re only gonna send your newsletter to the people who are on that preferences list. If they unsubscribe, they’ll only be removed from the newsletter, and not your other lists. That’s the difference.

In a campaign, you have a little more flexibility. Like a one-off campaign, you have a little more flexibility to control which [00:30:00] lists they get removed from, ’cause they’ll get removed from every list that’s checked, even if you’re using a segment, it doesn’t matter. If you us a segment, their unsubscribed status is tied to lists, not segments. If I say all customers across these lists, and they hit unsubscribe, they’re gonna be removed from all of these lists that aren’t checked. All right.

Mark. I’ll put Mark’s question here, everybody. There should be a way to [00:30:30] zoom up your screen. It’s way smaller than what anyone would use, a see your screen today is larger. Okay, good. We could look at this for a couple minutes another time. Everybody, feel free to let me know how this looks to you all on your screens as well. Mark, don’t forget, make sure you take a screen shot for me too and share it so I can see.

Paul says okay … Nope, [00:31:00] let me put the question in here. All right, let me get this in here. Paul says, “Okay, I missed the part about the master list with sub-lists, you must have automations that manage that.” All right, so I have just be default, I created all of these lists. Now, me, I know that this is my master list. General communication and product updates. Everybody [00:31:30] gets added to this list. This is the list that I’m using to do all my segmentation on of my contacts and everything. However, just for the sake of this form, I’ve created other lists. Live even updates, the automated monthly newsletter, customer only communication to give people the opportunity to manage themselves, what type of communication they want to receive from me when they choose to unsubscribe.

[00:32:00] This only comes into play, these other lists only come into play really when someone unsubscribes so that when they unsubscribe, they go to a page here where they can manage their preference and determine which lists they want to continue to be on. Now at that point, as you saw in that example, I said the automated monthly newsletter, right now that contact only exists … wherever I’m at. [00:32:30] I’ve go so many tabs open everybody. That contact only exists on that list now. So my master list holds everybody who opts in, and once they opt out, then they’ll only exists on the list of the communication type they want.

Let me see this. Katrina’s got one. This one, I told y’all, this one [00:33:00] is hot off the press. It’s taken me a couple weeks to really wrap my head around it, so don’t feel back if you’re still trying to figure this out. Like I said, we’re recoding a podcast on it, we’ll have a course on it in the LMS, so I just wanted to put this … I was so excited, I wanted to share with you all. If you have an automation with not start trigger, and you drop a full list, not your main list into the automation, would an unsub only be removed from that particular list since [00:33:30] it’s the only list included by the campaign or would AC still default? Yes, yes.

It doesn’t matter how the automation is started, if someone is in an automation and clicks unsubscribe, they will be removed from every list they are a part of. The reason being is because automations are asynchronous from lists because I can add somebody to an automation from a tag, [00:34:00] and people who have that tag can be in one list or they could be across many lists. Within an automation, what we’re saying is that if someone unsubscribes, we’re just gonna remove them from every list. A lot of people didn’t know that. I didn’t even know that, that kind of scared me because I’m like, “Oh my gosh, that’s kind of really final.” That’s extremely final, so by changing our unsubscribe to this, now it’s not as final ’cause we can [00:34:30] still allow them to stay on whichever type of communication they want to receive ongoing, it’s not like this one and done type deal.

Let me see. Lorraine’s got a comment here. Then Paul, I’m gonna get to yours. So really, we’re creating multiple lists rather than using tags and custom fields? Somewhat. Lorraine, this is really just for the types of messaging they want to receive, that’s it. [00:35:00] Further segmentation, like the actions they’re taking, populating custom fields because of their preferences, you’re still gonna need that because within the automation builder, the If/Else statements and creating your segments, you’re still going to do that with tags and custom fields. These additional lists are only for communication types for people when they unsubscribe. How you’ve been doing things, you can can keep doing [00:35:30] them, nothing changes. If you added three more lists for communication type, it would only be for your unsubscribe page so that when people get here, they can manage that and not be gone off your list ’cause they may just want to cater their communication experience themselves.

Jen, hey, Jen, welcome. First question from Jen everybody. You know what, I wish I had the virtual clap, the sound effect, but I do not. Maybe I’ll [00:36:00] look into how to get that, but all right. What if you want to create one of these forms and utilize it as a subscription update URL in standard emails? I guess the only true way it will work without automation would be to utilize an unsub all list token in the campaign, but what if I wanted to utilize the unsub link token instead? I set up an automation that tied in with the form submission subscribing everyone to a master list. Yeah, so [00:36:30] remember, the subscription happens at the form level. You don’t need an automation to add em to the master list. The subscription is gonna happen here. When you’re creating your form, the subscription happens here. Every form has to subscribe someone to the list. This subscription happens then they submit the form, so they’re already on the [00:37:00] list without an automation, don’t need an automation for that.

The form has a check box field that reflects all of my sub-list names on submission. The automation looks for the check box updates, then takes care of the opt in, the opts for various sub-lists that I have on my account. Is this another valid solution here? Yes, in fact, I didn’t even mean to do this Jen, but look, this is kind of like this list that we have. I promise you I did not know that you were gonna ask this question, but by having [00:37:30] multiple lists on this form, they can check a box, and when they hit submit, they’ll be added to not only the main one, but also whatever other lists you have on here. So let me make sure I’m answering this. Yeah, so if you had a master list with a check box and the check box is essentially going to be … Remember the list selector, ’cause the list selector’s gonna take [00:38:00] all of our forms that you have, all of your lists that you have under the form action and allow them to check a box and say, “Okay, I want this, I want that.” As well.

I would not say … Let me just make sure. Without automation … yeah, so let me know, did that answer your question, Jen? I want to make sure I answered it correctly. Let me grab what you just said here. [00:38:30] Hey, we’re just talking things through everybody. That’s what OfficeHours is for. Nobody claims to be perfect here, I have all the answers, but we will figure it out.

Actually, I won’t mix it. My main point here, am testing here with a sub update form build in this fashion. If I were in email that re-access the form rather than clicking unsubscribe, it worked at additive rather than updating opt out. Yeah, yeah, yeah, yeah, yeah. This from is an additive form, [00:39:00] Jen. Great, great, great, great point. This is an additive form, so you don’t have to worry about people sharing is or anything like that because essentially this is acting as another landing page. I mean, really, that’s what this is. They can’t remove themselves from anything, they can only add themselves from stuff. The reason why it works like that is because the only way they get to this page is because they removed [00:39:30] themselves from something within an email. That’s the only way they get to this page unless they bookmarked it or whatever, which who would do that? Yes, this is very much additive.

All right, so Lorraine. Wouldn’t you then send your automations campaigns based on the new lists we created? I wouldn’t. You could, like [00:40:00] if you’re sending your newsletter out. Yeah, sure, you can select monthly newsletters and send your communication to them, but remember, people who have your … You still have other means of segmenting, so you have lists and custom field. Maybe you want to say everybody with my course prelaunch tag, I want to add them to an automation. Now, somebody with a course prelaunch tag could be in all of your lists. [00:40:30] So at that point, I want to start an automation based on the tag, not necessarily what list they’re one. You see what I’m saying? I want you all to keep the same methodology that I’ve been telling you. Use your tags and custom fields to further segment your database, which his your master list. These new lists that I’m showing you, they’re only there for this purpose. You don’t have to change anything. You don’t have to start mailing to these lists. The option [00:41:00] is there, the option is definitely there, you could do that, but it doesn’t change anything besides the fact that we now have a means of saving them before the leave.

Deb. I’ve got yours. Yes, so this by no means is a mandate to change any way you’ve been doing it, this is in addition. If you keep everything the same right now, nothing breaks. Nothing breaks. [00:41:30] There’s nothing wrong with your current operation, I just wanted to provide you all with a option that since I came into this new knowledge, that when someone unsubscribes in an automation, they’re unsubscribed from everything, I know there are people that use multiple lists and they didn’t know that. For me, I use a master list most of the time, so I already knew when they hit unsubscribe they’re gone. That wasn’t really a big affect for me, but they get through it, it’s just like, you know what, [00:42:00] we should give them a way to save themselves. That’s all this does. Yeah.

Deb. So, does this process you walked us through do something like this? Not interested? That’s okay, you have two options. Exactly, Deb. Yes, yes, that’s it. That’s the additional option I’m equipping you all with. You are absolutely correct, Deb, Great observation.

[00:42:30] Then I have Lorraine. Let’s see here. Boom, boom. Lorraine says, “Is this is same page you would send people to to update their preferences?” Sure, yep, absolutely. No, no, no, you know what, I wouldn’t because we’ve got this your unsubscribe, I would say this is the same form. This is the same form, so I can create a update preferences page and call is update and have [00:43:00] this form right there is says update your preferences. It’s the same form, the exact same form. Let me see your last statement here. Then Paul I’m gonna shift to your questions.

Except they are unsubscribed first. Oh, okay, and then they have to select to get back on the list. Yeah, exactly, yeah. So [00:43:30] that is important ’cause they would, Deb, by the time they got there that says, “not interested? Okay, you have two options. Opt out of copyrighting emails or unsubscribe from everything.” At this point, by reaching that screen, they would have already been opted out ’cause they clicked the link. They’re already opted out, then you could have something like, “Don’t go, you have [00:44:00] options or there’s options.” I’ve seen people use pages like that. Then they can re-opt in to something else, but they wouldn’t receive this … “Chris, that line I mentioned is at the bottom of the … ” Oh, Deb I’m sorry. I’m sorry.

Yes, okay, okay, I didn’t know it was at the bottom of the email, now that does change things. All right, Deb said, “This is at the bottom of the email. [00:44:30] If you have had not interested, that’s okay, you have two options. Opt out of copyright emails or unsubscribe from everything.” Yes, the unsubscribe from everything would be the native unsubscribe link. Then the opt out of copyright emails, they would click that and Deb, I can’t remember if you were on this one, but I told everybody you should have a general confirmation page, just like [00:45:00] confirmation or update, something. On that page, it’s just like your preferences have been saved. Okay, so when they click the link that says opt out of copyrighting emails, you would have to manage that manually, and it would take them to that page that says your preferences have been saved and what would happen on the back end is you would either remove that copyrighting tag so they no longer receive those emails, of if you were using a copyrighting emails list, you could [00:45:30] unsubscribe them yourself from that list and with automation. That way they would still be other lists.

Let me see here. And these last questions here. For Deb’s email, then you take them to a preferences screen. Yeah, you could take them to a preferences screen, or you could just take them to a confirmation and have that link click be the action that [00:46:00] removed them from the email or whatnot, from the list or removes the tag. For the opt out or the unsubscribe [inaudible 00:46:09]. So for the unsubscribe link, then so the power of this is even if they hit unsubscribe from all, they could go to this page. So we have two pages. One says, “Okay, you longer want copyright emails,” and what you’ve done on the back end is you remove the copyrighting tag, or you’ve unsubscribed them from the copyrighting list only. [00:46:30] But if they clicked unsubscribed, they’ll then go to a page like this and be able to save themselves essentially.

So let me do something, ’cause I promised Paul here. I am going to … Paul had some questions. These were some really good questions. I wanted to go through the for you Paul. Let me make sure Paul’s still here. Yep, you’re [00:47:00] still with us. Hey everybody, I know this was a little heavy. I know it’s heavy, but we’ll continue to work through this. That’s what OfficeHours is for, everybody. We’re gonna continue to work through this and I’ll pick it up next week. I mean, at the end of this week on Friday as well, but I just wanted to … My job as the educator here is to equip you all with as much information and strategies as possible. By not means do you have to use it all. If you using [00:47:30] a master list like me, personally, on my personal Active Campaign I use a master list, and I don’t have a need necessarily for this ’cause I don’t send multiple types of communication. If someone unsubscribes, they’re pretty much unsubscribing from receiving automation strategy email from me. Maybe in the future, I’ll diversity a little bit and be able to send other types of stuff, but I don’t personally need that, but I know that not everybody [00:48:00] doesn’t run their blog or business like me.

So Paul says, “All right, if we run out of time …” No, we’re fine, Paul. I’ll be able to get to these. CRM training for a very basic user. Start here, Paul. Then lets grow from there. If you want, I can go actually show you my podcast pipeline that I have setup that goes through … [00:48:30] It’s an actual use-case of how you can use the DOCRM. These two will get you started. I don’t know if you’ve seen these, Paul. Let me know if you have. This is the first one I would recommend reading, then this is the second one. These are guides that we created in the education department that are very … those look so close together. First [00:49:00] article. I’m not even going to try. Anyway, they’re both in there. Yes, I have seen them. I’ll review them. Okay, great.

So Paul, let’s do this. I’m gonna show on Friday, we’ll walk through a real example. If you wanted to be specific to what you’re doing, shoot me an email and I will build out a pipeline for you and walk through it on Friday. [00:49:30] Okay, great, let’s do that, Paul, let’s do that. Send me the exact case. It doesn’t matter how big or small. Tell me exactly an example you’d like to see done. I will build out that entire pipeline and we will walk through it on Friday. Then that recording can serve as your training, that anytime you need to refer it. Let’s do that, all right.

How do I edit an existing segment? Segments are found under the list settings. If you go to lists and [00:50:00] just select the drop down arrow, you’ll see that you have segments. Great, Paul, I’m glad that works for you. I love building these things out, so it’ll be really good. Oh, what did I do? I’ve got so many tabs open, I should not. I’ll refresh. All right, so if you go to segments … Here we go. So, now you’ll see all of the segments here. To edit one, you’ll select it, and now you can edit the criteria in which that segment was built [00:50:30] on. Again, that’s under lists, and you select segments. And look at this, new segment … Oh, nope, I don’t want to do that. You can also … I want it to say all customers. You can also select which list this segment pulls contacts from. Yeah, if you want the segment to span across all lists, or just a few.

now, everybody, I just want to preface [00:51:00] it with this, too. I still recommend you try to keep your lists at a minimum. Most business really don’t have that many communication types, so I would say if you’re over five lists, maybe to start thinking maybe I can consolidate some of this communication because still, either way if your lists grow in Active Campaign, it will just add just a little bit of complexity. I mean, look at [00:51:30] this, now I have to determine this segment goes across which lists, too. Now, now, don’t get me wrong. This is not a negative. It gives you more control, but at the same time, until you’re really savvy with the tool, this could be overwhelming. I still recommend keeping the message types at a minimum because us at Active Campaign, we send message types of product updates, customer only, and consultants. It’s really like three … Oh, and the education center. I have my [00:52:00] own message types that I sent out. So that’s four for a company like this. Don’t go crazy creating all of these list types.

How to send replies to multiple email addresses. So you can’t do that right now, Paul. You can send a reply to one email address of your choosing. When you’re building a campaign, that’s when you determine which email address people are going to reply to. [00:52:30] If I’m going through this campaign here, and it works the same for automations. The same is true for automation. I go to here, edit. With this here, right here I can change the reply to email, but it’s only gonna be one. You’re not gonna be able to send replies to multiple. If you want to send like emails to multiple … no, you can’t do that either. [00:53:00] It’s singular. The replies are singular.

How can I see email opens from a CRM sent email? It will all show on the contact record. All communication will show on the contact record when you sent it from within the CRM. If I look at … Let’s grab my virtual twin brother. Oops. [00:53:30] Let me grab my virtual twin brother here. Down here, you’ll see all of the emails that they’ve sent, whether it’s a campaign, an automation, or you went here and said send email. We track it all right here. You’ll be able to see it on the contact view.

How to add a deal to the contact I’m currently on? Absolutely, to do that, you’ll go up here and you [00:54:00] see this person. My fake guy has one deal, but I can just click new deal right here right from the contact record. Paul says, “What if I sent the email via Gmail with Chrome extension?” To do that … Lorraine, I think I just send you this resource. I just sent Lorraine the resource that shows you how to do this. If [00:54:30] you go to my settings, and go to deals, and you add your Outlook account or a Gmail account via iMap. Now, any emails that you send from your … Even without the Chrome browser Paul, just anyone’s … Okay, great Lorraine, you got it. Any emails that you send via your Gmail or Outlook or whatever account you have mapped here will show in the single contact view. It’ll show here, [00:55:00] it’ll show down here. Yep, yep, yep, Paul, that’s how you do it. Paul, you are a fast learner.

Yep, we’re working on that. Is there a CRM … yep, we’re working on that. And is there is a Chrome plugin that can scan my Gmail inbox and add contacts? Now, out Chrome plugin won’t scan your inbox and add all of your contacts ’cause that’s gray hat, gray hat at best because we don’t have permission [00:55:30] to send them email … Oh my goodness, what happened? We don’t have permission to send them email from Active Campaign, so we wouldn’t be able to scrape all the contacts in your database and add them. However, when you add the Chrome extension to your browner in Gmail, if that contact is in Active Campaign, it will pull up all of their information right in Gmail for you, so you can add a tag, you can add em to an automation, you could create a deal all within Gmail.

Now, what [00:56:00] if the contact … Now, this is all on a an individual basis, so let’s say you receive an email from somebody that is not in your contact database in Active Campaign. The Chrome plugin will show that they don’t exist, however, you will then be able to add them to your Active Campaign database from within your email. The plugin itself won’t scan all of your contacts and add them. It would have to be on the individual basis. [00:56:30] Yep, great. Paul, great, I’m glad to have you on. Thank you for your questions, as well as everybody. Jen, this is my first time seeing you, so thank you so much for participating and asking a question. I hope to see you back, and my repeat offenders. My repeat offenders, Katrina, Lorraine, Deb, and Mark. Mark, yeah you know that, Mark is … I wish I could give you all badges. I wish there was a way for me to stamp [00:57:00] you all with badges and give you ranks, like how many OfficeHours you attend.

Paul, let me put this up here ’cause I’m over a little bit, but that’s okay. I’m willing to go 10 minutes over for y’all. Can a contact added via Gmail need to click a link to receive a campaign or automation. Nope, they don’t need to click a link. Yeah, they’ll be able to receive [00:57:30] email communication from Active Campaign when they’re added via the Chrome extension. I just always … We’re all about responsible marketing, so I just always tell people don’t just add somebody without letting them know. It’s easy to just send an email and say, “hey, I’ll be following up with you in a few days.” Then adding them to an automation that takes over that communication. But somebody emails and says, “hey, how you doing? My name is so and so,” then you just add them to a list and [00:58:00] they start getting emails. We really wouldn’t want to do that at all.

Lorraine. Not saying that’s what you were saying, Paul, I was just giving an example. Let me see here. If you add a contact to Active Campaign who isn’t in the contact list, they are flagged as not belonging to a list, so they don’t get sent emails. This is true, however, here’s the tricky thing Lorraine, and this is why … Paul says, ” [00:58:30] Of course we’re [inaudible 00:58:31].” Well I know you are, Paul. I know you are. In fact, we all are. That’s why you’re on this call actually. So watch this. You could mail us participation [inaudible 00:58:41]. Katrina has a good idea.

Lorraine, the thing is, a contact can exist without being on a list. In Active Campaign, they can exist without being on a list, but that is dangerous because what will happen is there are many ways if you’re added [00:59:00] to a automation, and an email goes out, you very much could be assigned to a list automatically in Active Campaign because we want to do you a favor, and we’re saying, “Look, this contact exists and you added them to the automation, so I’m pretty sure you want them to receive an email. So we’ll automatically add them to a list.” Now, what list they’re added to, I don’t know. There’s still some logic behind some [00:59:30] of this stuff that I’m still figuring out. To be safe, that’s why I recommend everybody to make sure that when that form is filled out that they’re added to a list, they’re subscribed to a list. That’s why we have a master list ’cause that’s our catch all. When in doubt, add them to the master list.

Let me see here. Canada anti-spam laws. Lorraine says, “Canada’s spam [01:00:00] laws, we have to tag them with something to not send them unless they opt in.” Okay. “Strict inquiry rules are different than campaign rules for sending communication.” All right, sure, so you would just have to use a little more caution adding people via your Chrome plugin, absolutely. Paul said, “Thank you, Chris, and thank you for everyone’s great questions. I have … ” Okay, see you, Paul. [01:00:30] Thanks for attending and you are very welcome, very welcome. See you on Friday. I look forward to your email. Yes, great.

Hey, everybody, I am going to make sure I upload this one today, so it will be at this link. Here’s the replays. Okay, so make sure you … album. Let me just make sure that goes to [01:01:00] the right place ’cause last time I went … Okay, it goes to the OfficeHours. Yes, this is the one. So it’ll be up here if you need to watch it a couple times. I recommend watching it and implementing it and then doing some test contacts like I did. I am very confident in this approach, because like I said, it’s an additive approach. It doesn’t replace anything. All the methods that you’ve been using still work, I just added a strategy for you all. [01:01:30] That’s all I did today, was add a strategy. I didn’t replace anything. I added a strategy and it is 100% optional for you to take this strategy and implement it. So, that’s what I wanted to do. If what you’re using is working just fine, you’re not getting a whole of opt outs. I don’t have a big unsubscribe rate on my list personally, so unless you have not strategy at all, then nothing is working. Right, Katrina?

[01:02:00] On my personal Active Campaign account, unsubscribes are not an issue, but I’m very clear with the type of communication that you get. So I just wanted to put it out there because some people are a little more dynamic in their marketing. I’m very niche in mine, but some people may be a little more broad.

There are cases for lists, but I still stand by using tags and custom fields to really segment your list. Being the fact that [01:02:30] some people are using multiple lists and they weren’t aware that when someone unsubscribes, they’re removed from all lists. I added this strategy for those who do to be able to give them a little more control over that process. And, if you are using a master list and you’re like, “You know that, I am sending multiple types of communication. I guess the basic …” you know what, a safe use of this for everybody would be just to create a customer list [01:03:00] and have that on this page because I have heard people kind of be fearful of the master list when customers unsubscribe. They’re like, “Oh, but customers … ” ’cause some people send marketing material to their customers, too. I don’t, I turn off the marketing materials when you become a customer, but some people very much do. They do that. In that case, [01:03:30] I could see you just having your customer only communication there. When they opt out, you can have a description here that says, “Hey, just so you know, as a customer, you can receive customer only communication,” or, “You’re a customer, you won’t be able to receive any other communication. Are you sure you want to do this?” And allowing them to just select customer only communication.

At the bare minimum, I could see that for everybody, whether you’re using a master list or not. Having a customer only list, [01:04:00] just for people who prefer to receive customer communication if you like to send marketing communication to both your customers and your prospects the same. Other than that, continue to use tags and custom fields to further segment and define your audiences in automations and in segments. Great. Everybody, listen, thank you all for bearing with me today. Like I said, this was my first time really teaching this strategy, [01:04:30] so I’ll just get better every time I do it, but I feel like you all grasped a good portion of it, which is great. I’m so thankful for everybody who joined today. I hope to see you all back Friday at 1:00 PM Central. Friday at 1:00 Pm Central, we’re doing it all again, and we’re gonna walk through Paul’s application using the DOCRM, and it should be helpful for everybody, honestly. I’m really excited to see what Paul has to say [01:05:00] and we can go over questions on this if you want to or more questions.

“Thanks for some great info today.” Yes, you’re very welcome, Deb. “I always look forward to AC OfficeHours.” Yes, I look forward to seeing you all here, too. Mark, good to see you. Lorraine, Katrina, Jen, good to see you for the first time, and Deb. Thank you all so much. There’s a few people that popped in right when I was teaching, I didn’t get to greet you. If you are watching this replay, welcome, thank you for attending. Thank you for jumping in and out. Yes, I’ve got to take off, [01:05:30] and I will see you all Friday, hopefully. All right, have a good one everybody.