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Office Hours – March 7, 2017

Recording of Office Hours hosted by Chris Davis on March 7, 2017.

Transcript

Chris Davis: Record. Alright, we’re recording. Submitted questions, I didn’t have any submitted questions this week. I’ve been working with people via email with their questions from our last office hours. That’s fine. That’s perfectly fine, but now is the time where I open the floor and allow any of you all who are attending to ask any questions about ActiveCampaign in your business. Like I said, you can do so by raising your hand or [00:00:30] you can just type it right in the chat below.

Alright, so we’ve got one. Pamela, can we please talk about SMS in an automation? Absolutely. I like that one. I’m gonna walk through the entire SMS process, if that’s okay with you all because in ActiveCampaign, there’s two ways to use SMS, and they both require that you have their phone number, of course.

One way is to capture [00:01:00] their email via text message and another one is just to flat out sending an SMS from within an automation that you have captured maybe their information on a web form. Their phone number. So, let’s look at that. If I go into my account here … And if there’s a specific question you have, Pamela, just let me know, but we’re gonna go into … we’re gonna go into lists, is what we’re gonna do. We’re gonna go into lists … [00:01:30] You know what? I’m glad you brought this up, Pamela, because this is kind of a buried setting. Let’s say this testing. I click this dropdown and right there is “Subscribe by SMS.” Alright? So, I will be the first to admit, it just dawned on me right now. This is pretty much buried. I don’t think many people even know how to get to this, nor what it means. So, thankfully, you’re on the line. We’re gonna walk through it.

Alright, I have a team that I want them to help me out, but [inaudible 00:01:59] [00:02:00] to have admin control. Is there a way to limit their access? Let me see. So, yeah, Oscar, that’s a good question. I’ll get to yours in a second. Let me finish this one.

So, now we have numbers that you can choose. International numbers that you can choose. I’m just gonna choose the first one. And I’ll say, “active.” No. No, [00:02:30] let me say, “office hours.” And activate. Let’s see what happens. It was available.

Alright. So, now I have the keyword “office hours” at this number. So, what will happen is, I can now customize when someone texts the word “office hours” to this number, they’re gonna receive this prompt: Please text back your email address to get the promised resources. [00:03:00] You can update this, right? See? “The promised files.” I don’t know. Right? You’ll see what happens here, see? That updated over here. “Promised files,” and then the success message is, “Successful. The resources have been sent your way.” I’ll say the, just to be consistent, “files.” This is the error, like if they send anything beyond their email address. “We did not recognize that. Please [00:03:30] try again.”

So, you’ll see it all here. What you’ll want to do is, for my account, I have 1,000 SMS. I’ll just click “purchase.” If you don’t have it and it will take you to the screen where you can purchase your amount. Once you purchase them, let’s just say I want to do 1,000 entries. “Continue.”

Here we go. It’s [00:04:00] gonna ask all of my information, of course. I hit “Submit my order.” This keyword is now going to be active. Now, when someone subscribes by SMS, it’s going to be similar to … it’s going to be different than a form. Okay? Which means, when they subscribe by SMS, since I went to “Lists,” they’re [00:04:30] gonna subscribe directly to this list. There’s gonna be no email that goes out and requires them to confirm their email address. That’s an important note. That only works for if someone fills out a form. So, since “Subscribe to SMS” adds them directly to the account, there is no need or no way for you to confirm or double opt in that email address. So, that’s an important note. Once they do that, they will then be added to the list. No automations [00:05:00] have started yet.

So, “The list adds to subscribe.” Yes, Pamela. They will be added to the list as subscribed and active. It will be active. So, marketing ready. Now, perhaps you want to do some manual betting, right? Maybe you want to manually ensure that the email address is good by waiting for them to click the file or the download resource and [00:05:30] add a tag to their record to say that they’re confirmed. SMS confirmed or something like that. I already have their phone numbers, so yeah. If you already have your phone number, I’ll show you the second way.

The first way is they’re subscribed to this list, but nothing is happening because you have to set up an automation. When we go to automations, what you would have to do … Let’s just start from scratch. What you would need to [00:06:00] do is, let’s look at all of these. As you see, there is no “Subscribed via SMS.” You see that? There’s no way that you can filter specifically to an SMS subscriber. Therefore, I recommend that you create a list specific to your SMS keywords. [00:06:30] That way, you know which keyword they added. They used to be added and then you can send them. You can subscribe them to whatever list after that.

Let’s just say I have a SMS list. They texted in and they’ve been added to that list, so what I want to do is say when someone subscribes and this one was testing to my list and I want to do it multiple times. Since this is my SMS list, anybody who fills out my office hours text [00:07:00] keyword is gonna be added to this list. From here, maybe I want to say … Oh, well, of course, I have to send them the resource, right? Because that’s what we said. We promised it. “Here’s your file.” We’re calling it a file.

Let me see here. It’s almost, [inaudible 00:07:25] since they have to text the word in the text. Exactly. Katrina, yeah, [00:07:30] it’s like it’s own doubling opting process. The only thing missing, though, is that they could misspell their email address. You would have no way unless you did something like … I’ll show you here. I’ll show you here.

I’m just gonna use this one as promised. Hey, that’s not a bad subject line. I would use that subject line. “As promised … ” Especially if I positioned what I was sending [00:08:00] them as a promise.

Forgive the honkers outside. This is what happens in Chicago.

Let me close this out.

So, let me do this and let me just put a link in here and say, “Here’s your file link.” Because this all makes a difference. All of it. Okay. Put [00:08:30] that there. Next. Here’s why it makes a difference …

Oscar, I’m gonna get to your question in a minute. Don’t worry. I have not forgot about you. I hope this is helping you as well. So, now I have sent that they subscribed and the only people that subscribed to this list are people with that keyword. That’s it. I have a list [00:09:00] for every keyword. Let me just say, “SMS keyword.” This one is “Office hours.” Just so I can keep track of my stuff. So, here, let’s do this. Let’s wait. Look at this. Watch this. How about we do this.

Oh, okay. I’m building on the fly. Sometimes I get inspired. “SMS file [00:09:30] claimed.” Let’s just do something like that. We’ll do a dash like that, so now SMS is kind of like our category. “SMS file claimed.” Oops. What I want to do is this. SMS … I say, “file claimed,” and then the [inaudible 00:09:55] office hours. That’s the keyword.

Now I have all my information [00:10:00] in this tag. Wait for this tag to exist. They’re gonna come in. “No time limit.” Let’s say we’ll give them seven days and after seven days, if they haven’t responded, we’re just gonna end the automation. “Up to seven days.” No, you know what … Yeah, that’s fine. I will do it like that. I’ll wait for [00:10:30] up to seven … No, because that’s gonna introduce a level of complexity that I don’t want to. I want to keep this as simple as possible right now.

They opted in via SMS. “Sent office hours keyword.” They opted in via SMS. We emailed them what we promised them. We’re gonna wait until [00:11:00] they click the link. Wait until they have that tag. How do they get that tag? Well, we go here now that I have it. Set and let’s perform a link action and add a tag. There it is. I’ll claim office hours. Okay.

Alright. So, now when they click the link, they will proceed [00:11:30] through this automation and once they’ve done that, let’s just say we want to subscribe them to our master list. There we go. This is an SMS automation that I would use. It’s got this catch all built in to say, “Hey, wait a minute. You gave me an email and I sent an email to that email address, but I want to make sure that you [00:12:00] typed the right name of the email in and you have access to it. The only way that I can do that is by you clicking the link.” Plus, if I sent the resources to you and you didn’t click the link, you’re probably not interested or engaged. So, that’s telling something right there, right? Because we, at ActiveCampaign, we don’t teach you to email irresponsibly and responsible emailers are always gonna send messages to people who have shown that they want to receive.

So, yes, you’ve sent in a text. You [00:12:30] may have been interested, but since you didn’t go to your email and click, I can’t say that you want to continue to get email from me. I have more of a probability to be marked as spam in this instance than for my emails to be read. So, this is a very powerful “Wait until” statement. We have that. But, once they do click, we want to say, “Okay. I’ve not only confirmed that you wanted this stuff, [00:13:00] but your email address exists. So, since your email address exists, I’m now gonna subscribe you to my master list.” And if you want, you can take them off. You could take them off your SMS list. I’m using “Testing” for now. You can take them off there. So, one of the reasons to do that … “Yeah, such a great way to track how people are getting exposed to your business and media.” Yep.

“Use a different keyword for the different trade shows.” Katrina, [00:13:30] you’re on fire this Tuesday. So, one of the reasons why I would maybe do “Unsubscribe” is for this reason. Because now, I can easily go in and look at my list and the only people on this lists are the amount of people who have not downloaded the resource. Let’s say I have five SMS lists here. Because I’ve got five different keywords. Katrina, using your example, I’ve got 55 different trade shows. [00:14:00] One trade show has zero people on the list and another trade show has 100. You’re easily gonna be able to tell which trade show did the best. Right? Which trade show created the most engaged leads? Well, you can tell by the number of active contacts. As far as these SMS lists, the numbers of active contacts should be low. Like, this is an easy indicator of just how effective [00:14:30] your trade shows are. So, now you don’t have to ask somebody, like, “I wonder how well those leads are closing.”

A, you’ve got your first one … “Yes, love it.” Thank you, Katrina. You’ve got your first indicator right here. Your second indicator, oh, my gosh, we can go on for days. Look at this. Watch the second indicator. The second indicator, you could … If they were in an automation, this is the best way to do it. So, let’s say you did this. Oh, my goodness. If [00:15:00] you guys can’t tell, this is my excited and creative mode. Let’s say “Start an automation.” I’ll do some automation. I’ve got so many in here. “Download plus demo.” I’ll say, “Fast action bonus.” Then I add them to this automation. Watch this.

So, remember, our first means of measuring our marketing was just to go to our list and see, “oh, my gosh, this keyword is [00:15:30] really crushing it. Everybody who opts in takes what they want.” Right? Then this one is like, “Nobody’s really taking it, so maybe they’re not interested or maybe I need to look at my automation and just make sure.”

So, anyways, we’re gonna assume that we have an SMS list. It has zero active contacts, which is crazy. Just a pause. If you were to tell somebody you’re excited that a list in your ActiveCampaign account has zero, they would look at you like, “What’s wrong with that person?” But since we know what we’re doing, [00:16:00] we’re actually anticipating zero in this case because the least people on that list means more people that are engaged from SMS. And since we added them to this automation, look what we can do. Watch this. Let’s go to that automation. I don’t know if you all knew this, but … Well, let me pick any automation. Let’s just say this is that automation because what I want to show you is when you go to “View contacts,” in that automation, you can filter [00:16:30] by tag.

Are you ready for this one? If we’re gonna filter by tag, why not just go here and type in customer. And right then and there, you’ll be able to get an … We’re getting closer. We’re not all the way dialed in, but we’ll have the number of customers that have entered in this automation and the people who are entering this automation are from SMS. So, these [00:17:00] are quick ways to get an idea. But if we wanted to really know, we would go here. Go in “Advanced search.” Watch this. Let’s just do it. You guys got me going today. It’s sunny here in Chicago, so maybe that has something to do with it as well. “SMS file claimed. Office hours,” and, “Tag customer.” [00:17:30] Boom. I do my search and what is that gonna tell me? That’s gonna give me an idea of who subscribed via my SMS keyword and is a customer.

Now, I’ll have to go and do some further research to know which one happened first. Did the SMS create the customer, or did the customer attend my event and subscribe to the SMS? In most cases, if [00:18:00] this is like a trade show or something like that, if you know these leads are new, then this is gonna be your parameter of how many customers were created from that trade show. And you have your metrics to measure along the way.

So, that’s one way, but let me complete it. Let’s say you already have their phone number, like you mentioned, Pamela. What I would do in that sense would be, however you want to add them to [00:18:30] an automation. Let me use one that’s already in place. “Automation tint,” what is this? Let’s say you’ve got all of this going on and right before you … Yeah, so, let’s say you want to split them. On one path, you want all of this to happen. On the next path, you want to send them an SMS. So, from here you would do “Send SMS.” Of course, it takes [00:19:00] you through the same thing and then you say, “Hey, don’t forget our meeting today.” You could determine what day and the time range in which you want them to receive it. Click “Save.”

That’s how you would send an SMS to people who you already have their phone number for. You just use the “Send SMS” function throughout your automation, which is huge because it’s very powerful. Because if I couple it with this split test, I [00:19:30] can … test whether sending emails for people to come to my event work better than sending text messages. I can see which one attributes to more people coming to my event by sending an SMS. Or, you could just couple it. Send a couple emails and then the last minute reminders, send it via text message. Things of that nature. But that’s how you would do it. You would pull it over from here. ” [00:20:00] Send SMS.” The requirement is you have to have their phone number. If you do not have their phone number, they will skip over this. They’ll just skip over that step. Nothing will happen because you have to have their phone number. Pamela, let me know if that makes sense.

Oscar, I’m coming to you.

Okay, great, Pamela. Great.

“I have a team that I want them to help me out, but I don’t want everyone to have admin,” Oh, yeah. I remember this. So, what you [00:20:30] want to do, Oscar, is you want to create user groups. User groups with privileges. And I can show you. If you go under “Settings” and go to “Users” right here on the left, what’ll happen is you’ll be presented with a screen with all the users that have been added to your account. What you’ll want to do is go to “Groups.” Always create your group first because your group is where all the permissions are. So, you can [00:21:00] add a group.

Let’s just do a add a group from scratch. I’m gonna give this group a title. Maybe I want to call this “Marketing Team.” So, since they’re marketing, they really don’t need access to everything, right? I can select which lists they have access to right here. But then under “Permissions,” I can determine what they’re able to do. So, if I have “Lists” on, and say I just want them to be able to add people, but [00:21:30] they can’t delete. This is marketing. Don’t break anything. I want them to be able to do the campaigns. I want them to be able to see my contacts, but I don’t want them to be able to delete, merge … Oh, I definitely don’t want them to export. Good God. No employee’s exporting my contacts.

In fact, I don’t even want them to import. You can add and edit, sync contact. You can view the fields, the segments, [00:22:00] and they can approve contacts. I want them to be able to make forms. Manage my forms. Well, I give them … Templates. No delete though. I don’t want anybody to ever be able to delete. They need to look at the reports and fields. I do not want you to be able to delete or reassign. I’ll do the reassigning of deals and you will not delete my [inaudible 00:22:27]

So, now this is my marketing team [00:22:30] and all of these permissions apply to the list. So, I can say, “You know what? Marketing team, you only have access to those two lists.” So, given those two lists, that’s the first layer. The second layer is, these are the permission you have. So, on that list, you can add contacts to only those two lists. And these are the permissions you have for those lists.

Then I could go in here and do “Limit” and say, “Limit the number of emails sent. The number [00:23:00] of contacts.” Things of that nature. But once I have this user group created, so I have a marketing team user group, then I’ll want to go back to my users and I can assign this user, Jamie, I can assign her to a team. When that user is assigned to the team, they inherit all of the permissions from the group. [00:23:30] So, you set the permissions at the group level. Whenever someone is added to that group, they inherit all of those permissions and limitations. However you look at it. Those are permissions.

Alright, excellent. Great. Oscar, I’m glad that made sense. Okay, good. Get it in place and let me know how it works out. That’s what’s important about these office [00:24:00] hours is that we explore new things, new ways to use the app or just ways to use the app and you guys start using them because, like I mentioned in the beginning, most of our ideas are gonna come from you all. Feature requests from real life use cases that help and [inaudible 00:24:18] set up a group.”

Oh, perfect. Pamela, Yes. I would definitely recommend it if there’s multiple people in there. The safest group to set up [00:24:30] is just remove access to delete anything. Like, if you don’t know what to do as your first group, go into here and you can name it, “Protection.” You can name it whatever and just make sure all of your users are on this group and just make sure deleting … Oops, I didn’t have that. Look at that. “Delete” is unchecked in every [00:25:00] setting. And that will at least protect your data until you start to figure out which groups and which permissions you want to provide to your team. Oops, I’m sorry about that. [inaudible 00:25:15] these headphones [inaudible 00:25:17].

Looks like my headphones almost cut out on me. They were kind of buzzing in my ear. Hopefully that didn’t come through on you all’s end because it kind of shocked me.

[00:25:30] Yes, so those are user groups. Oh, we’re already halfway through. It feels like longer, right? We feel like we’ve went over a lot, but questions, keep them coming. Keep them … Alright, “On forms, is there an easy way to add a pre-populated country of our state field?”

You know what, Oscar? Oscar, you just asked the question that I am excited to answer [00:26:00] this because this is another hidden feature. Another hidden feature. So, let me see. How do I want to answer this? Let me show you how to pre-populate fields in ActiveCampaign. First, because that’s the top layer to this question, Oscar. And then I’ll break it down to the actual country and state portion, alright? Deal?

So, let’s do this. When you’re creating [00:26:30] a form at ActiveCampaign, there’s two things you need to be mindful of. The field that you’re adding as well as its personalization tag. Okay? Let me see this one. Perfect. Look at this. “New field one.” So, I know the field. In fact, No. [00:27:00] I’m gonna do this in layers. Let me take this URL. This will work anywhere a form is embedded. This is actually a feature that I helped implement because what we were finding is it will work on activehosted.com pages, but not if you embedded the form on your website, so now this will work even if the form is embedded on your website. Watch this. If I do question mark email equals cdavis@ActiveCampaign.com, [00:27:30] you see that? It pre-populates the email field. Now, I can pre-populate any of these fields.

Watch this. “New field one.” All I need is this personalization tag. That’s it. And I think if I do “Phone,” and if I do something like “1, 2, 3, 4, 5, 6,” see if that’ll … Yep. See? So, phone’s personalization tag is … Most of the default fields, that personalization tag is the name of the field. [00:28:00] I’ll say, “Full name equals Chris Davis.” There we go. So, this link will populate all of these fields. Now, I don’t know how to populate New Field One. So, I need to go into my fields here. “New field one.” Look at that. That is my personalization tag. So, if I copy that. [inaudible 00:28:31] [00:28:30] go up here, use the ampersand sign, new field one. I’m gonna use your name Oscar. Oscar. Selected. And there you go. So, that’s how you pre-populate any field on your form. Any field. You just need to know what it’s personalization tag.

And if you all didn’t know, if you hit edit, you can edit a personalization tag. You’re not stuck with [00:29:00] the default. Look at this one. “How often would you like to like emails from us?” That’s a long personalization tag.

“When would this be used?” Okay, Pamela, I’ll help you with this one in a minute. Oh, my gosh. Tuesday. Jeez. This is a great Tuesday. Great questions. So, now, we can pre-populate this data. Two ways to pre-populate it. One is if I have the contact information, [00:29:30] if I have this information in the contact record, in my email, I can build. So, for instance … I’m gonna take this entire link. Go to an email and this’ll make sense. Let’s continue this one, “[inaudible 00:29:54] Car.” He was on a while back. Use this design. [00:30:00] Watch this. And the whole reason of pre-populate a field is to increase the submission rate. When we pre-populate the field, we’re no longer requiring someone to fill in data that we already know about them. So, “Click here to fill out the form.” [00:30:30] I’ll go here. Do that. “Click here.” Now, what will be nice is if we have the personalization link right here where we could just add the tags here, but since I know a few, instead of putting the static name in here, the static email address, I’ll put email. Because I know that that’s the personalization tag. Ampersand. Email, ampersand.

Phone number, same thing. [00:31:00] Phone, ampersand, full name, same deal. Ampersand, full name. Then I’ll just do ampersand, new field. So, now what’s gonna happen is, it’s going to populate the email from that contact’s [00:31:30] email address. The phone number from that contact’s phone number. Full name from that contact’s full name. The new field from that contact’s field. So, even though different contacts are clicking this link, when they click the link, what you’re gonna see in the URL is the actual data resolved in the URL of their ActiveCampaign field. That is going to automatically populate the fields for them. [00:32:00] That’s the most standard way that you would use this.

However, there is a secondary way, Oscar. So, now we know how to pre-populate fields. Now, let me address your specific question, Oscar. On forms, is there an easy way to add a pre-populated country or state field? Now, for that, let me go in the form builder. Let’s go here. We [00:32:30] don’t have the state fields as standard, the state and country fields. There are some form builders online that pre-populate all 50 states or whatnot, so since we don’t have that, you would need to create a field. Create a dropdown or whatnot that has all of those values in it. Now, when you have that field value, [00:33:00] if you have captured their state or country, you could then use this same means by pre-populate it. So, if on your form, you have them select what country they’re from and they’re selecting from a dropdown, you could then pre-populate it. Or, you can do this. You’re not limited to email.

Let me see if I’m logged in. Let me log in here. Let me [00:33:30] show you something. I use this all the time, personally. This is a … “Please max your screen.” Oh, hey. Welcome. I will do. Sure will. Oh, max plus, I need to add [inaudible 00:33:47] plus, too. Alright, there we go. Let me know if that’s better for you, Mark.

“Still work if I send a single email to a contact?” [00:34:00] Yes, the pre-populate will work for any email that you send. So, remember it’s just going to take the information that you already have in the contact record, put it in the URL, and then the ActiveCampaign form is gonna grab it from the URL and put it into the appropriate fields for you. So, it’s gonna be different for every contact because the data for every contact is different. So, even if you just, basically, did email, [00:34:30] when they click that link, ActiveCampaign is gonna see “Ampersand, email,” I mean, “Percentage, email, percentage,” go grab their email address, and put that in the URL, so every URL will be specific.

So, let’s say I do this. I just want to show you all this. “Click here if you’re in the United States.” So, I could have a link [00:35:00] on my website. The URL is this. Watch this. Put, “For the sake of keeping this simple …” Oh, my gosh. Good old WordPress. “Click here for U.S. pricing. Click here for [00:35:30] Australia pricing,” or whatever. We want to pre-populate if they’re from the United States or if they’re from Australia. You would do it this way. Let me use this fancy Evernote. See this. And do this. What do I want to call it [00:36:00] again? Oh, yeah. Country. “Country equals USA.”

So, now I’m hard coding. I’m gonna do the same thing here. Click the link. “Country equal Australia.” Oh, that looks weird the way I spelled it. Forgive me if that’s wrong. ” [00:36:30] Country test.” I’m gonna publish this and what I need to do really quick just to bring this full circle, I’m gonna add a text input called “Country.” “Mark fields.” Go back to “My fields. Country.” [00:37:00] Put it on here. “Integrate.” Save and exit. So, now if I go back to “Edit post” to preview my changes and “Click here for U.S. pricing.” Look at that. The country, USA, is filled in. I pre-populated the country by hard coding it to the link on [00:37:30] my website. So, if you use it on your website, you can set specific links. These can be buttons. They could be anything, right? And look what happens if I click the other link for Australia. Australia pricing. Look at the country. The country is now Australia. So, if you want to have specific links on your website [00:38:00] for particular countries or any form of data, this is how you can create personalized links, is what I would call these. Personalized links on your website, so that when they go to an ActiveCampaign form, it pre-populates that data for you. They all came to the same page. It was just different countries, right?

Alright, great, Oscar. I’m glad you like it. So, that’s one way. [00:38:30] Of course, Oscar, if you already have their country and, you know, you can send it from an email. The personalization tags only work in email because they refer to data in the record, but if you wanted to pre-populate any data whether it be their country or whatever, you would use the personalization tag percentage format. Just think. I’m just trying to spark the creativity. Now, [00:39:00] you can use ActiveCampaign and you can … The lazier you can keep your users, the lazier you can keep your website visitors, the larger your results are gonna be.

So, just doing something like this, “Hey, click here for U.S. pricing.” They click there and that’s already filled out. That’s one less field that they have to fill out, so that’s why coming from an email, you would’ve been able to fill their full name, [00:39:30] phone number, and email, and country. They would’ve just needed to fill out their new field. And it keeps your data integrity at an all time high because, remember, every time user input is introduced, you introduce error. Somebody can mistype their email address and now they’ve got two records. Now, they’ve got duplicate records that you have to catch and merge. So, as much work as you can do for them, please do it for them.

Alright. What I need to do [00:40:00] is have a dropdown with all the countries. I have the list of the countries already. Yes. So, if you did that … Yeah, because this’ll work with a dropdown as well. You just need the name of it and then the default value will be the country that’s in the URL. So, the same process. It holds true for that.

Let me see something. Dropdown. I just forgot how these … Okay. Yeah, so it’ll be a bit manual [00:40:30] for dropdown only because we don’t have … It’d be different if we had CSV import, but we don’t. You’d have to just have somebody on your team or you just set aside five, ten minutes. Put all the countries that matter to you … Yeah, please put that in ideas.ActiveCampaign.com. I say that because it may or may not … let me show you why. JotForm is [00:41:00] a web-based form. I don’t want to sign up … What I wanted to show you is a lot of these form builders have that additional ability. They have country fields, state fields, and they’re already done for you, but the catch is you would have to integrate them with ActiveCampaign and most of the time, that’s through Zapier. So, [00:41:30] having this being native, that would be a great feature.

You know what? That is valid. Honestly, Oscar, that’s valid. Just standard, right? At least state and top countries. Or maybe that’s too granular. Maybe the idea that you can put in and when you do, when you put an idea in from Office Hours, make sure you email me the idea so I can upload it internally. But anytime, [00:42:00] maybe the idea is to be able to and create options of a dropdown or radio button or whatnot from a CSV file, right? Import field data from a CSV file. I think that’s the best way because then we’re not just limited to state and country. It could be anything. Maybe you’ve got 20 options and there’s no way you want to type all 20 in. You could import a field via CSV and it will take all of those options [00:42:30] and map them for you. So, that would be a great idea. That’s a great idea.

Pamela, let me show you something because you were saying, “What would you use this for?” Let me know if it makes sense because if not, I’m gonna go to your website. College [inaudible 00:42:46] college advisory. And I want to show you something, Pamela, because I believe you have a form embedded on your homepage.

So, right here, I believe is a native ActiveCampaign form that you have. [00:43:00] So, I’m just gonna assume this is email. So, if you were sending people here from your email list and you … Let me just see. CDavis@ActiveCampaign.com. Let me just see. Let’s just see what will happen. There it is. See? So, you see my email address is gonna be pre-populated, so imagine if you’re sending people to your [00:43:30] homepage with an email. Or you’re sending them to a landing page. You’re going to be able to use a personalization tag percentage email percentage in the URL, so your URL would really look like this.

Oh, I didn’t want to do that. Let’s go back. Let me use Evernote. The URL would look like … [00:44:00] I always get compass and college mixed up. Compass College Advisory, okay.

CompassCollegeAdvisory.com/questionmarkpercentageemailpercentage. This is the link that you would put in your emails. Now, when someone clicks this link, it’s going to look like this … [00:44:30] I’m sorry. I’m not being truthful with this. I’m sorry. It’s email equals the personalization tag. That’s what it would look like. Compass College Advisory. The email is gonna equal the personalization tag value. When someone clicks it, the URL is gonna be CompassCollegeAdvisory.com [00:45:00] email equals and then it’s gonna show the personalization tag. It will be specific to the contact.

So, here’s a dropdown, Oscar. Let’s just make sure that we can pre-populate this dropdown. I just need to know what it’s called. “Data name grayed from homepage,” I think, maybe. I think this is the personalization tag [00:45:30] name. “Grayed from homepage.” Let me just double check. “New field one data name.” Okay. Don’t mind me, I just put on my nerd hat real quick. I’m gonna take this, “grayed from,” and I’m gonna put in twelfth and see what happens. ” [00:46:00] Grayed from equals twelfth.” Let’s just see if I’m telling the truth there. You see that? So, it changed it to twelfth by default. So, Oscar, this will work for drop downs. We know that now. So, now you can have Pamela. You can also have [inaudible 00:46:26] ” [00:46:30] Grayed from homepage equals percentage … grayed from homepage percentage.” Now, whatever grayed you have known to them and whatever email address, any contact that clicks that is going to be specific to their contact record. This is not a static [00:47:00] URL because these are called URL parameters or query strings. These parameters, although they go to the same page, they make the experience different because we’re gonna take the data that’s in the URL and put them in the form on ActiveCampaign.

So, if I change this to tenth grayed and maybe it’s not CDavis. I’ll use my middle name. What if it’s CLee? That will [00:47:30] change, too. Tenth grade, CLee@ActiveCampaign. Okay, that’s great. That’s where I was confused.

Okay, “How to set up the URL,” yes. You know what? Now that we’re talking, we could make this a lot easier to build. I know how to do this because I know coding, but I could see how this could be very confusing to the average user, like the question mark, email equals personalization tag. I think we can make that process [00:48:00] a lot easier by maybe having a URL builder. Maybe the URL builder does all of this for you. That’s an idea of mine. Let me work on that internally. I think that’ll be good though because this is valuable. Pre-populate forms is extremely useful, especially when you need people to just move further and further along [inaudible 00:48:25].

Yes, okay, Pamela. You like that, so I will. [00:48:30] Actually, when this call is over, I’m walking right over to the product team and we’re gonna talk about this.

So, I want to make a landing page. This is for Oscar, everybody. “I want to make a landing page that is collecting name, email. But then, through another form, I want to collect more info.” Alright, yep. “Address edition or I can plug into the same contact. Is that possible?”

Oscar, oh, my goodness. Alright, [00:49:00] I have to show you all this. The quick answer is yes. Listen, some people can get distracted by my excitement, so I apologize in advance, but I really do enjoy this stuff if you can not tell. For the record, there’s a minority of people that are just kind of like, “Geez, he’s so excited.” But I do because I know these are very [00:49:30] small things in the grand scheme of what you’re trying to do. This is a detail and sometimes these details, when you don’t know how to do them the right way, become massive giants. And they should really be like little bitty rocks that you just kick out the way or that you move to the side. I don’t want you to stumble over a rock as if it’s a boulder.

Watch this. Alright, buckle up, Oscar. Oh, appreciate it, Oscar. We’re going in. Watch [00:50:00] this. The fact that you brought this up is one of my favorite features to do because a great use case from Oscar. Oscar, I’m gonna assume this is what you’re thinking. If you have a form that’s asking for address and all that upfront, that can be overwhelming. You know what I’m saying? So, instead of doing that, we can break the process up into [00:50:30] two steps and just ask for a couple fields on the first form and then pass the data that we know to the second form so that they don’t have to start from scratch and just asking for additional information. We’re going past 11 today because I want to make sure you all understand how powerful this is.

Oscar, I’m so glad you brought this up. Watch this. Let me just create new forms because I’ll get lost. “Form,” let me call it ” [00:51:00] Oscar Form One.” We’re gonna do testing. Oh, this is gonna be so good because there’s a functionality in here that not many people know about, so I’m gonna expose this. What do we want to ask on the first … name and email. Alright, cool. So, we’ll just keep that static, as is. That’s good. [00:51:30] I actually should create the second form first. So, I’m gonna act like this is the second form and here’s why. “New form two.” I’ll say, “Almost done.” Watch this. “Just a few more questions so we can serve [00:52:00] you better.” Alright, and here, I’ll keep full name and email just for the sake of this example, but let me see what you have. “Additional custom fields.”

So, maybe I’m on their website. Let me move these down so that they don’t have to scroll to get to the new fields. So, maybe I want their website, [00:52:30] company … And, of course, Oscar, these can be anything. I’m just using these for an example. Company and let’s throw one more out there. One more just because I want to have one. I want to do one that’s … I could do podcast … podcast [inaudible 00:52:59]. Yes. ” [00:53:00] How can we best serve you?”

So, this is my second form. A couple things that I want to do is I want to make sure … “For now, let’s turn this off. It’s gonna be distracting to me.”

“Thank [00:53:30] you. All your information has been successfully received. We will reach out to you shortly with the next steps.” Alright, just bare with me. We’re almost there. I want to turn this off. Save it. Okay, I just turned off double opting. What I want to do is make sure I know the link. [00:54:00] This is important. The link to this form. It could be the ActiveCampaign link or the page on your website where this form is embedded. That’s important. We need this. Save and exit. So, that’s form number two.

Now, I go to Oscar Form Number One. So, we’re kind of creating this in reverse and it’ll make sense why in a second. We’re just gonna [00:54:30] leave the basic fields here, alright? Basic fields. Come on. You can do it. There we go. Alright.

“Welcome.” I’ll say, “Let’s get started.” We don’t need text, but it just works better if there’s some … “We would [00:55:00] love to serve you. Fill out the form below to get started.”

Alright. Now, I have this. I’m not gonna do anything to this one. “Here’s where the magic happens.” But thank you. I am not … Well, first off, let’s turn off the doubling opting. That’s gonna throw us all the way off. I’m not gonna show a thank you message. I’m gonna open a URL. What’s the URL? You got it. [00:55:30] The next form. So, when they fill out this form, they’re gonna automatically go to the next form. We’ve connected the two forms. That’s good. However, we don’t want them to fill out information we already have on them. So, what are we gonna do? We’re gonna say, “Email equals the personalization tag email and full name equals the personalization [00:56:00] tag full name.”

This is the key. Let me just put that in the chat so you all can see it. I should’ve waited until I proved it work to put it in there. But, what a lot of people don’t know is that the second this first form is filled out, we can pass that data to the next page immediately. We don’t have to wait for an email to go out to send [00:56:30] the data. Now, what should happen is when someone submits this form, the thank you page is the next form and the variables that are in the URL should pre-populate. All data that we know. Let’s test this out. But first, no. We’re not gonna test it out yet because we’ve got one more step. So, that’s powerful in itself and that will satisfy [00:57:00] what Oscar was saying. I’m gonna hold off using it for one second and here’s why.

Here’s the second level of power for this. Oscar, this might’ve been another reason why you asked to do this because let’s say they submit the form. Oscar One. They submit it once. Alright. [00:57:30] Oscar Two. [inaudible 00:57:34] form so I don’t lose it.

The entire goal here, of this automation, is for them to fill out … “Fill out second form.” That’s the whole point, right? It’s for them to fill out the second form. So, the action is submitted form Oscar Two. [00:58:00] Now, I am going … When they reach … Nope, we’re gonna wait until they … Wait. Those of you who have been on multiple calls, I like to put how it’s configured right in the name. By doing so, I don’t have to click on the goal to figure out what happens when they reach it, so they’re gonna wait when they reach it.

Now, watch this. The contact fills out the first form. What I’m gonna do is I’m gonna [00:58:30] wait 15 minutes. Or 30. Whatever. 30 minutes, and I’m gonna send them an email and say, “Don’t forget to finish.” I’m gonna send them this email and the link in that email is going to be the same link you all see in the chat. It’s just gonna go right back to the second [00:59:00] form.

You know what? We’re already here. I might as well go all the way through. Let’s just take this to the end. “You’re not done yet.” This is going to be quite the example. If I get this right the first time, if I could do a back flip, trust me, I would do a back flip in this office. “Don’t forget [00:59:30] to finish your process. Finish,” I had here, “filling out your application. Start where you left off here.” Oh, no. I should say, “Click here. Click here to start where you left off.”

Then I’m gonna go in here and the link is going to be [01:00:00] that. That’s the first one. I don’t want that. I’m gonna take the link out of the chat. This is the link to the second form with the personalization tags filled out. “Click here to start where you left off.” There we go. Now, the term for this is form abandonment. This means in the process, [01:00:30] they just stopped filling out the form.

By doing it the way Oscar has presented to us, first off, we’re lowering the barrier by just asking for name and email. Once we have their name and email, we can now follow up with them with reminders. Let’s say we want to wait a day and send them another reminder. You see what I’m saying? We want them [01:01:00] to fill out this form. At any point that they fill out the form, this goal is gonna be achieved and they’ll skip all of these states. So, I will put a wait for at least 15 minutes because it could take goals 5-10 minutes to actually achieve right now. We’re working on speeding that up. So, what’ll happen is they’ll drop in here. They’ll wait [01:01:30] for 15 minutes. If they have not achieved this goal, they’re gonna get this first reminder. Then they’re gonna wait for a day. If they have not achieved this goal, they’re gonna get the second reminder. Each reminder sends them right back. So, let’s activate this.

Now we’re ready. Let’s test this out. I’m just gonna hit refresh just in case, for whatever reason. So, now I come to the first one. I’m gonna type in … Oscar, I’m gonna use your name. “Oscar [Carmona 01:02:03].” [01:02:00] I’ll call you “Oscar C.” No, why not? We’ll put the whole name in there. But, I’m gonna send it to me, okay? “Oscar@ActiveCampaign.com.” Alright, there we go. So, I’m a new lead. You just asked for my first name and email. I hit submit.

Don’t make me into a [01:02:30] liar. You have to work. Did I hit submit? Oh, my gosh. Look at that. I hit submit. I’m on the second form now. Full name is filled in and so is the email. Let’s see what happens behind the scenes. Am I in this automation, is the question. Am I here? There I am. I could wait 15 minutes, but what I’m gonna do, [01:03:00] I’m just gonna act like I waited 15 minutes. I’m gonna go to this two step order form and go into the contact view.

I’m glad you’re enjoying this, Oscar. I’m almost done. Watch this. This is gonna be even better. I’m gonna skip this wait state, so let’s say 15 minutes has passed because I want to show you all what will happen next. Skip that wait state. Okay, and now I should receive this email. Let me check [01:03:30] my email.

Email, why did I type email? Gmail. There we go.

Gmail. Open please. There we go. Let me bring this back over. How do I make it go … Don’t [01:04:00] know what that was.

Sorry. There it is. You’re not done yet. “Hey, Oscar. Don’t forget to finish filling out your application. Click to start where you left off.” I’m gonna click here and it should take me right back to that second form. Oh, look at that. It didn’t pre-populate and I think I know why.

[01:04:30] I copied it from within the Zoom Chat, so it threw off my formatting, so that is my fault. I think if I just make these uppercase … Yeah. The link that I copied in there is, the format, I should have stripped the text. I really want to strip this text so I can show you all that [01:05:00] this works, but anyways. Because you see all of this. This is what’s throwing it off. You see this “S equals,” and everything. The link, when they clicked it … No, I’ve got the question mark here. Right there.

No, wait a minute. This should work. I think the problem is … No, look at that because it send [01:05:30] to CDavis plus Oscar. This should have worked.

So, let me worry about that. I’ll test this out on my end. I told you, if I could’ve got this right the first time. Let me tell you what happened. What happened was it did not pre-populate. It didn’t pull the personalization tags from my contact record. That’s the problem. If it would have, then we wouldn’t be seeing this [01:06:00] percentage.

Anyways, this gives me something to look into, but you would have seen it right here. They just finish what they started. In that event … let me close this out.

Where is my other window? Just don’t know where it went.

Oh, okay. So, now, as you see, I’m waiting here for a day, but let’s go [01:06:30] and fill out the form. Company is … Office Lovers. OfficeLover.com. “I really need help finding an office that I love.” Submitted, now it should tell me the thank you message. There it is. “Thank you. All your information has been successfully received. We will reach out to you shortly with [01:07:00] the next steps.”

Now, it becomes a waiting game. Remember that it could take up to five minutes for a goal to be achieved. So, what we’re waiting on is right over here. We’re waiting for the goal to be achieved. The minute the goal is achieved, this should reach 100% and they will not receive the second reminder, right? They won’t [01:07:30] receive this reminder because the goal would have been achieved. If I would’ve filled out both forms consecutively, they would’ve waited here for three minutes and went to the goal and not received any of these emails.

So, this process is what we call form abandonment. This is how you solve that. Now, a nice thing about it is I can go here. [inaudible 01:07:56] and I can see when the goal is achieved. [01:08:00] It will give me my metrics. So, whatever two step process, I can easily go into “Automations,” and find the conversion rate of people who fill out the first form and the second form. Right? That’s amazing and I advise you all to really use this. I would say use this.

I know what’s wrong. Hey, everybody. I know where I went wrong. If you [01:08:30] have to go, that’s fine, but I want to fix this and you can stay on and watch. But essentially, that is how you do it. I know exactly where I went wrong and I’m gonna fix it right now and opt in again. If you want to see the finished product, feel free. If you have another question, let me know. I will answer your question. We’re in overtime here, but I just feel like we’ve come this far. It’s just hard for me to leave this [01:09:00] undone. I believe it’s because these were not uppercase. That they did not fill in. They have to be uppercase in the email. I bet you. I am so confident because this stuff works. I use it all the time and it has not failed me.

Alright. So, what I’m gonna do is I’m gonna go back to the first form.

Oh, geez. Come on, Chris. [01:09:30] There we go. Alright.

Go to the first form. I’m gonna refresh. Alright, type in my name. I’m gonna do Katrina. “Katrina [Scarlet 01:09:45]. CDavis+Katrina@ActiveCampaign.com.” Alright, so now when I hit “Submit,” it [01:10:00] should take me to the next screen. There we go. Katrina’s there. My email with Katrina’s name is here.

Now what I want to do is go to my Gmail. Don’t mind this. This is another test email that I’m sending myself. I just have this one configured to send every time a new email comes or [01:10:30] every time someone subscribes.

It’s not here yet, so we’re waiting. [inaudible 01:10:40] waiting for that email to come. And while we’re doing that, let me refresh and just make sure I’m here. Oh, look at that. Oscar, you completed the goal. So, that was quick. That was under five minutes. What I should be able to do now is look at that goal. [01:11:00] This should have a 50% conversion rate, correct? Because one person is in it out of two total people that have gone through it, giving us 50%. Look at that. 50% have achieved the goal of filling out the form.

So, let’s just check my email. Is it there yet? Come on. You can do it. Not yet. Katrina. [01:11:30] C[inaudible 01:11:31]. Yeah, it should come. It’s not there yet. Alright, that’s fine. It’ll come. We’ll give ActiveCampaign some time. It can take up to five minutes. Let’s just go here.

Oh, I’m sorry. Geez. I’m waiting for 15 minutes, remember? It doesn’t send until 15 minutes, so I’ve got [01:12:00] to skip this step. Now the email will come. My bad. All user error, so even us. User error on our end. Please don’t blame ActiveCampaign.

Hit “Refresh.” I’m pretty sure we have solved this problem. Wait a second for it to come. Thank you all for being patient. “It’s nice to know you’re not perfect.” Katrina. Oh, [01:12:30] I wish you all could see some of my sloppy processes in building out automations. If I was ever on a support ticket, like talking to somebody through support, I would be the least to get angry and frustrated because I have done things like forget to turn it active. I’ve created pretty much every mistake you can make. I’ve definitely committed it. [01:13:00] Yeah, so I empathize.

There it is. It’s here now. Alright, you’re not done yet. Everybody cross your fingers. Here we go. We’re at the finish line. When I click this, I have it uppercase, so it should. Come on.

Yes. Oh, I need to learn how to do a back flip. There it is. So, when I [01:13:30] click the link in the email, it took me right to where I left off. And the definition of “left off” is, “I’m gonna pre-populate all of the information that I captured on the first form.” That’s the definition of “left off.”

If we look at the URL, you see all of this doesn’t make a difference. I thought that was throwing it off, but it shouldn’t. They’re just regular query strings. The thing was it wasn’t uppercase, so note. Make sure every time you use a personalization [01:14:00] tag, you uppercase. Just make sure it’s uppercase.

Me neither, Katrina. Me neither. It is embedded in my mind as well, so if any time you use our personalization tags, please just copy them from within. You know, when you go to “Manage fields,” just copy them. Highlight them and copy them. That’s the safest way. Or, if you try to do like me because you think [01:14:30] you know them all by memory, just make sure you uppercase them.

For the record, what I just did was I clicked this link and it took me right back to where I started with the process. So, there is our two step form abandonment automation. That’s how you set it up. Oscar, thank you for asking this question.

Actually, every single question asked [01:15:00] today took us down a really good path of a lot of hidden features, maybe? Maybe I could call these hidden, but strong nonetheless. I highly advise you think of ways that you can use this feature that Oscar brought up today. Breaking your forms down, if there’s no way you can eliminate form fields, break it up. Listen, we’re not even limited to two forms. [01:15:30] We could do this in three steps. It’s almost like a application process, right? We can use automations to track which form they filled out by using goals. We can use goals to do that and we’ll know exactly which form they need to fill out as well as the data that we have.

Amazing. I love it. Such a good call. My [01:16:00] brain is always bigger.

Katrina, I think it goes both way. I learned something today, too. Thank you so much. Makes me feel happy [inaudible 01:16:09].

Yes, absolutely, Oscar. You’re very welcome. Thank you to everybody. Thank you, Katrina. You’re so supportive. Mark, you always make sure that I’m keeping you all in mind with making my screen bigger. Without Mark, we wouldn’t be able to [01:16:30] see this as well, so thank you for that, Mark. Pamela, she’s no longer on, but thank you if you’re watching the replay. Everybody else that was on that you maybe not necessarily put something in the chat, but I am so confident in today’s office hours. I know each and every one of us learned something today. You learned something useful. It’s different to learn something, like, “Oh, I know something,” but learn something that we can use and measure easily. That’s the key. [01:17:00] What can I do that I can easily measure the results of? So that you don’t have to be a genius and you don’t have to hire an analyst to figure out what’s working in your business. We can go into the automation, see the conversion rate, and see, “oh, my gosh. There’s a lot of people filling out that first form but not the second.”

If you’re asking for the phone number on the first form and they don’t fill out the second, at least now you can follow up with a phone call. Let me just say that.

I’m sorry. You guys got me going, really. [01:17:30] This is really good. I’m like a machine. You put a quarter in and just keeps going.

They don’t have to be emails. Look at this. We can notify somebody. We can notify our internal team member. Somebody filled out the form and maybe we don’t do it after 15 minutes. That may be a little scary and aggressive. Well, depending on your market. But, I think that notifying someone after a day is fair. [01:18:00] They filled out the first form and they then complete their application. It’s been a day. I think it’s fair for somebody to reach out to them and say, “Hey, just wanted to make sure you didn’t run into any issues. We’re really looking forward to getting to know your business,” or whatever. I think that is very powerful, so it doesn’t have to be emails. We can send internal notifications.

In fact, if we’re using our CRM, right after they fill out the second form, we could do something like [01:18:30] add a deal to their record. If they filled out their first form, they don’t get a deal yet because we need the additional information to create a deal, but when they fill out the second form, we can create a deal. So, [inaudible 01:18:46] opportunity.

Look at this. We’re gonna say this thing is $5,000. I only have one pipeline. Let me do sale process. [01:19:00] There we go. Two contacts safe. So, only if they filled out the second form are they gonna get this deal. In between time, we’re gonna reach out to them. Whether it be via email or personally, we’re gonna reach out and figure out what happened. “Hey, I didn’t see you complete your form. Is everything all good?” Then when they complete the form, the automation is gonna take care of the rest. Create the deal, add it to the stage, now I may have another automation that says, “Whenever a new deal is added to this stage, [01:19:30] do some other stuff.” The machine just keeps going.

Oh, my gosh. I want so many business owners to know how to do this stuff so bad. So, I’m grateful for you all here today because this is a start of world domination with marketing automation. We will be the businesses that succeed at a high capacity, at a high level because we know how to leverage marketing automation the right [01:20:00] way. Others will be amazed and be so curious that they will be willing to pay us to learn or just pay for our business because the process was so seamless, personal, and frictionless. People appreciate that stuff nowadays, where robots are doing stuff. Let’s use automation technology to automate what it can, but essentially, [01:20:30] let’s use it to enhance the personalized experience in our business. You will receive a thank you from all of your customers in the amount of the zeros that are in your bank account. I should say the amount of zeros that follow a nonzero number in your bank account, so I’m confident. But I don’t want to make it all about money. I know business is about money, but what’s often overlooked is service. The reason why I like [01:21:00] these automations is because they allow you to provide a deeper service to your customers. That’s what it’s all about, right? Money is a product of value. Value is established through service. Not to get on my soapbox here, but just keeping things into perspective.

“Anticipatory about intuitive customer service” is what it’s all about. Absolutely, Katrina. That’s business. [01:21:30] And there’s some money making in there, too. But, nowadays, I think those anticipatory, thoughtful, and intuitive customer service will go much further than any tactic or trick that you learned that you can do with technology.

Alright. We are 30 minutes over and I enjoyed every 32 minutes of it. I am going to let you all go today. Wow. Great call. Great [01:22:00] session. Great lesson. Great learned lesson here. Like I said, put this stuff into play. If you run into anything, jump on a call. I’m here every Tuesday and Friday. We’ll talk through it, walk through it. I love to hear success stories as well. Success stories are not limited to Office Hours. You can always … Let me put in my Twitter. If [01:22:30] you’re a Twitter person, you can always let me know via social media on Twitter and tag me and ActiveCampaign in it. In between time, just let people know. I’m working with marketing to get the word out about these Office Hours because as you all see, the more people on, the better the questions, the better the content. So, we all win. So, thank you all very much, those of you that stayed beyond the final stretch. [01:23:00] We’re in double overtime right now.

Yes. Thank you so much, Katrina. You are awesome as well. You’re very welcome.

I will see you all on Friday at 1:00 PM. Remember, it’s later in the day on Friday. So, 10:00 AM Tuesday. 1:00 PM Central Standard on Friday. I will be ready and I promise to be just as fired up on Friday as I was today. I didn’t get to show you the automation that [01:23:30] Jamie built out today, so if we have time on Friday, I will show you that as well and share it.

Alright, I am officially signing off. You all have a powerful rest of the day and week. Get something done this week that you didn’t think could be done this week.

Yeah, I’ll see you all on Friday. Thank you again so much for attending.