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Office Hours – May 9, 2017

Recording of Office Hours hosted by Chris Davis on May 9, 2017.

This session covered:

  • How to automate linear processes with the “Wait until” condition.
  • How to automate dynamic processes with goals.

Transcript

Chris Davis: Alright and we are live. There’s two ways to submit your questions. One is live right now, using chat or raising your hand, and two is … Thank you, Katrina. You’re too kind. Yes. Yeah, I can’t wait to get Lorraine on too, Katrina. You’re right.

One way is to submit your questions beforehand, and that is by emailing me at cdavis@activecampaign.com, and the second way is engage with me via chat [00:00:30] right now. I will open it up to the questions. We’ve had a few really good back-to-back office hours where there were a lot of questions concerning, I don’t know, it kind of spanned all over the place. It was really good, though.

Is there anything that you want to learn more about, get a little more clarity about? As I’m asking, I wonder how many [00:01:00] of you all use this functionality? Let me change my share screen. This is something that I realized … Okay, great. I’m sharing the right screen. I don’t know if a lot of people leverage this, but if you go into automations, here’s a very strong but simple use case, is this.

[00:01:30] If I do … I should’ve started from scratch because now it looks like I’m trying to say something. Watch this. Do any of you use this function at all? It is this, conditions workflow wait, and wait for, nope, nope. I’m sorry, wait until. This wait until is very interesting because let’s say, I’m [00:02:00] going to give you just a basic example in marketing. Let’s say somebody has to take three actions before they’re eligible or before you want to give them any form of communication. You can use this wait until conditions are met and a most basic one would be like maybe wait until they’ve scheduled and wait until they’ve downloaded [00:02:30] something and wait until they have bought something.

If I hit save, now, whenever a contact hits this condition, they’re going to stay here until all of the criteria is met. They’re just going to wait here until all of the criteria is met, and then one by one as it … It’s like a check box. You did this, you did this, you did this, now proceed. [00:03:00] A lot of people don’t know that this is possible. This same functionality is actually included in goals, so if I use the goal, I could use jump to this action when, done stuff. [inaudible 00:03:18] do stuff. I can set those same conditions right there, right?

Now, what’s the difference? What’s the difference if I use a goal, and I’ll just use one for now, [00:03:30] one condition? But let’s say I have my goal configured to wait until conditions are met. What’s the difference between these two? There really is no difference how this is configured. If it’s to the up top, towards the beginning of the automation, these essentially are doing the same thing. Where goal start, and I wasn’t even trying to go the goals route but let’s continue.

What [00:04:00] goals allow you to do is they add the jumping functionality. So before goals, you could only wait. Although this is very powerful, perhaps you want somebody to be able to jump to the position of your wait. That’s what goals do. But functional-wise, these two are doing the same thing. I want to delete the goal because I don’t want to confuse things. But I wanted to put this out there and have you thinking of ways that [00:04:30] you could use this. I know certain people have membership sites, so you could easily wait until they have completed every single module, so they would be queued here for four modules. Have they completed module one, and two, and three, and four?

The second they complete all four, they would continue. They would continue on, and then maybe this becomes a unlock [00:05:00] your bonus. Which is a very simple automation that could be very powerful. This could be very powerful if right at the point of enrolling, they’re added to this automation and this automation is just going to wait until they’re done with the entire course, and then progress them on. So there’s one application.

Lorraine asks, let me put this in here, [00:05:30] everybody I put the questions in this text box so that people watching the replay can see it. Goals are available in the light level. Goals are available on all levels. If you all want to, we could really talk about goals, because they are very powerful. In fact, if there’s no questions can I build up this exact … [00:06:00] what this would look like with goals? There’s one way to do it by using a wait until that they’re just queued until they meet all the criteria. But let me show you all something.

Alright, I’ve got the green light from Katrina. Listen everybody who’s been here for the first time. Please don’t hesitate to ask a question. Just because I’m working on this specific example does not mean that you have to hold your question [inaudible 00:06:29] [00:06:30] we are very engaging and friendly folk here.

So let’s use the use case where we’re going to stick with the course everybody. You have four modules to this course. We can use goals to track their progress. What a goal is going to do is allow us to get a little more granular that just this wait state. This wait state can have 50 people there, and we just know there’s 50 people waiting to complete the course, but we don’t necessarily know where they’re at. [00:07:00] What if we wanted to know where they’re at?

Well, here’s how you do it. I’m going to do it in a new tab so we can go back and forth and compare. I didn’t even anticipate this one but I am immediately excited about showing you this. Okay. If you have any question with goals, do not hesitate. Let me tell you all why goals has been one of the more confusing features. It’s because it’s really three features in one. When you’re dragging a goal you have a wait condition, [00:07:30] a jump condition and a conversion condition in there. That’s three in one.

So though powerful, sometimes it could be like hidden, because goal, although people can jump, you don’t necessarily associate the word jump with goal. But since you’re on office hours you now understand. Let’s say in the very beginning somebody is entered into this automation when they enroll in a course. Let’s use a start trigger, [00:08:00] because that’d be easier. Alright, enrolled in course, alright.

So right when they’re enrolled I’m going to do a goal here, and I’m going to say, “Completed module one.” Okay. This is when the tag exists, module one completed, alright. [00:08:30] I’m going to copy that because I want to continue to use it. Okay, then what I’m going to do is when it’s below their position and I’m going to wait until these conditions are met. So now, this person is … Watch this everybody, okay, okay. I’m going to build. This is going to be fun. Watch this, just follow me today. I’m going to have some fun. I am going to have some fun today.

Office hours [00:09:00] course, alright. I’m actually going to create some pipeline, a pipeline, module four, that can also track, module four, their progress. I’m going to give you two means of tracking their progress. One is more visual, and both will do the same thing. Watch this, just follow me. Module two, [00:09:30] I think you guys already know where I’m going with this, module one. Alright, so anyways, when they’ve completed module one, what we’re going to do is … First of, since I have a deal, since I have a pipeline I’m going to say, course progress. That’s their deal and I’m going to give it a zero value and I’m [00:10:00] going to put in on office hours course. I’ve got to refresh because I just created it.

Alright, so now I’m going to … The reason why I have to create a deals is because deals are what exist on stages within a pipeline. Office hours course, I use zero. So now this deal, when they enroll in the course, and [00:10:30] maybe I want to go here and … This is good. Enrolled, alright, there we go. So, right when they enroll, let me refresh that, so now right at the point that they enroll, office hours, refresh it. It doesn’t show my stage, still. I probably have to delete it since I just added that. Bear with me, these are [00:11:00] minor details, this is going to get really good, really quick.

Just make sure. Hey, where’s my … Did I not … Enrolled’s right here. What happened everybody? Alright, let’s try this again. Refresh it. Add deal. [00:11:30] Look at that, that is so strange. That is not appearing. Well, I guess I found a bug here that we will need to address, because I did add that stage. You all saw me do it. Adding stages, let me document what happened. Let me delete this, delete stage, then add stage, [00:12:00] enrolled, change the color. It’s there. Let me go back, refresh, and add deal. Yeah, alright, fair enough. Unless I’m using … Yeah, that is a bug and I can duplicate it.

Alright, well that messes up my … How about this, I don’t want to mess up my [00:12:30] copy. Now, it has to work. You don’t have a choice not to work. Yeah, it’s weird that’s not in here. Yeah. Yeah, Katrina said it’s not immediate. Yeah, that is weird, but sometimes … Okay. Yeah. Jamie says sometimes the deals take a little bit to update, so [00:13:00] that’s why I just created a copy. There we go, and now I’ve got two enrolled, now it’s updating.

I got to go back. Let me just make sure, I don’t want two now. I know I’m confusing you application. Alright, Lorraine, assuming deals, begin at the plus level. Yes. Yes. Don’t worry everybody, this is not limited to the plus, you’ll be able to leverage it at any level using the automation. [00:13:30] But what I wanted to show you is how nice the deal CRM plays with this as well.

So, okay, they enrolled in the course, we’re going to create a deal right when they enrolled. Course progress. We’re going to give it their name course progress, so that’s going to be the name of this deal. It’s going to be their name, course progress [00:14:00] for that person, the value is zero, it could be the value of the course but it doesn’t really matter. Enrolled, hit save. Okay.

Now, they’re going to get a deal added and they’re going to wait until they complete the module. [Ad-light, 00:14:15] I don’t have access to the CRM tab to add deals. Okay. Yeah, yeah. Loraine, the deal CRM is for the plus plan and up, and then you get access to the deal CRM. But don’t worry, [00:14:30] you don’t need it for this application, I’m just showing you how you can combine two of the features, but you can do this all within automations. I’ll make a note every place for you Lorraine.

Now they’re going to wait, somebody going to enroll when they get this tag, get this deal added. They’ll be added to this stage and then they’re going to wait here until they complete the module. Alright? Okay. [00:15:00] Yeah, yeah, yeah, Katrina’s in there. The second they complete module one by doing what? By having the tag module one on their contact record, they’re going to proceed. At that point, what I want to do is update the stage of this deal in here. I want to update it to module one, that means they’ve completed module one. [00:15:30] Let me specific with my pipeline and hit save.

What’s going to happen is, when they complete it, they’re automatically going to move to here. So I should really say completed module one, but just for the sake of this, know that this means these are the steps that they’ve completed. Why would I do that? Well, because I can easily go to my deals and see where everybody is [00:16:00] at. A lot of people don’t think to use deal, or deal CRM, like that. They think that you have to be selling something to use a CRM, but this is going to give us a visual display of our students’ progress through our course.

We’re essentially going to do the same thing, and just how I’m building this out, you can too by using the drag and drop and the copy. I very rarely just start from scratch every time. I have a few elements in [00:16:30] place. It just makes sense to leverage what’s already there. Now, below and wait, now look what happens. Now when they … they’ll be moved to that stage, and then we’re just going to wait for them to complete module two.

Once they complete module two, then what I want to do is move them to module two. [00:17:00] We’re going to do that for, just bear with me as I do the last two here, module three, then complete this, add this tag, module three. Save it. Save, and then I will move you to module three. Alright. [00:17:30] Module three, save. Then the last one is module four. When they’ve completed module four, I will move them to module four and in this automation. Module four. Copy. [00:18:00] Module four.

After that we are going to end this automation. Now, we went from here, where everybody is queued. Let’s say we’ve got 50 people queued right here, with this automation we can see where those 50 people are two ways. One, by looking at how many people are queued at [00:18:30] each goal. Maybe it would say five, 10, 25 and five. We can use the automation, so that’s what I’m saying Lorraine, you don’t need the deals, you could just have the goals and you can see where they’re at. But if you do have the deals CRM, you could also see here where people are at.

Now, we can add … this is the last level of [00:19:00] goodness I’m going to add to this, the last piece. Now we can do stuff to increase engagement in the course. Because look at this, if I create an automation, and now this is specific the deal CRM, but watch this. If I create an automation, deal stage changes to, any stage to module one. [00:19:30] Module one, and I’m going to wait 30 days. Let’s give them 14 days. I’m going to wait two weeks to see if they’ve completed the course. I’m going to say, if else, what if I say, tag completed [00:20:00] module one. I think that was the name of that tag. If they’ve entered, what stage? To module one, and 14 days later they’ve completed the course, no harm. But if they haven’t I could then send them an email.

What [00:20:30] are you waiting for? Oh my gosh, my spelling. Right? So that I can make sure they’re engaged to make sure that my retention is high. Because if you have access to module one and you haven’t completed it, it’s kind of like, “Hey, what’s going on? Keep it up. Keep up the momentum.”

Let [00:21:00] me see what Lorraine has here everybody. Can you use multiple wait states with different conditions to split out where they are in the course modules? Yes, you can use multiple wait states instead of using goals to track where they are in the course. Lorraine is saying, “Can we just use wait states,” kind of like this. Break these out into single ones, wait until. [00:21:30] That would absolutely achieve the same thing Lorraine. That would achieve the same thing.

Here’s the major difference. Let me do this, just so everybody’s clear at what Lorraine is asking. Lorraine, you can make sure I got it right. Okay, but I believe this is what Lorraine is asking. Okay, [00:22:00] so at this point we can do … I shouldn’t have duplicated them all. I should have waited until I updated this one. Oops. Completed module one, till they have the tag that they’ve completed it. Save that, and let me delete these. Hey, I’m building on the [00:22:30] fly everybody. This is the raw process. This is what it looks like sometimes. I’m kind of a stickler at being efficient too so I don’t like to multiply my efforts, so this is why now I can just change it to two, right? Instead of having to delete every time I copy this.

I guess just some insight to my crazy way of, I don’t know if you call this OCD or not [00:23:00] but I just hate to waste time when I’m building out my automations, when I can leverage so much of what I already have in place. Last one is this. Okay? Watch this. This is going to achieve … this is smart thinking on Lorraine’s behalf, because look at this. This is going to … there we go.

This is essentially going to do the same [00:23:30] thing. See this? We can use goals and moving them to deals, or we could use the simplified version and just wait. This is going to show the same thing. So what’s the difference? One may ask, Chris, well why would ever use goals if it’s just more complicated, and why did you even put deals on there, because that makes it even more complicated?

True, true and true. This is something that you can all start out with right now any plan level. This would [00:24:00] be a next step up, only if for whatever reason somebody could maybe pause their membership or, I don’t know, maybe somebody can come in with … actually you know what, I would essentially use this. I was thinking of using goals because you can jump, but depending on how …

Okay, for instance, if your course is setup to the point [00:24:30] where people can complete modules at any time, that’s when the goals would come into play. Because I can say, instead of below contact’s position, it can be anywhere. So now, if they come in and they jump to module three, and then they complete module one, they’ll jump up here and be moved to the appropriate stage. So if they can complete the courses out of sequence, you’ll want to use goals [00:25:00] to allow them to jump around. Then of course you can use this visual representation to see where people are at.

Now, if you use these conditions, it’s linear. This will work for people who need to complete things in a given sequence. So yeah, that would be the difference. If you need them to consume as they want, you can use goals. If you want them to consume in a sequence, you can just use the wait until. [00:25:30] Both highly effective. The reason why sometimes this is easier is because maybe your team, based on your team sometimes looking at an automation can be a bit overwhelming for the person who hasn’t built it, but pretty much everybody can understand this. Like, “Oh, we’ve got 10 people who have enrolled and they haven’t started a course out the 50 people who enrolled this month,” because you’ll be able to see that, and to say, “Oh, out of the 40 who are moving through the course, a lot of them are on module tree.” [00:26:00] You can just see, like get a snapshot of where people are at visually within the process. That’s what these are really good for.

Alright, so now let me put this in here. Lorraine’s got a question or comment. If you added a time limit on the wait states you could then kick off your no activity for 14 days, stream of actions, reusable block. Yes. Yes, you can. Here’s what Lorraine is saying, if I added a [00:26:30] limit, up to 14 days. So wait until this contact has completed module one for up to 14 days, and if they haven’t completed module one, after 14 … whichever one of these is true first is going to allow them to go on. I could enter, I would need a condition here [00:27:00] that looks for, have they completed? If yes, then they … Let me build it up.

Okay, so for this I would need to know, have they completed module one. Oops, module one. Hey, it’s in there. If yes … actually, yeah this is true. If they have completed it … how did this jump? [00:27:30] If they have completed, just are waiting for module two. If not, you can send some, “Hey, what happened? What’s going on?” You could do that for each one. I think that’s what you were saying Lorraine.

With that, I think Lorraine is coming to her own conclusions here. [00:28:00] The light bulb is coming on. That might not work so well because you want them back waiting to complete module one. Yeah, right, right, right. Absolutely. This way is very much linear everybody. Right? Like, step one, step two, step three. Which is perfectly fine. For instance, let me delete this, keep yes path, let me delete this and remove the restriction.

Let’s think about this. You could also use this for [00:28:30] employee onboarding, or client onboarding. You can have an onboarding process, that instead of courses and modules, maybe this is like a proposal synth. This one is proposal signed, this one is intake form submitted, because you needed particular information to get started, and maybe this one is initial consultation. [00:29:00] Then you could very much use something like this, because it’s step, step people have to take. They can’t take them out of sequence. You can use this like after they’ve …

Actually that’s a really good idea, because let’s say after they’ve … Your first step in the process of client onboarding, after that first step that they’ve completed, you can then send them an email for the next step. Your next [00:29:30] step. I’m just coming up with things at this point now, this is just confusing because they’re not unlocking any bonuses. But if you’ve got a client intake process, after each step you can send them a email with a link to the next step. This email would be like, “Hey, thank you so much for reviewing the proposal. [00:30:00] Next step is … ” Or, “Thank you so much for choosing us. Here’s the proposal.”

Then after this, you’re waiting for the proposal to be signed. You can send an email here that says, “Hey, thanks for signing.” It could be, “Thanks for signing. Here’s the next step.” You can step them through each process by sending them an email confirming the action that they took [00:30:30] and giving them instruction on the next step. I’m glad you brought this up Lorraine, because this becomes now our linear process automation.

That contact, so at any point we can log in here and say, “Oh my gosh, 10 people haven’t signed their proposal.” We can see that right in the automation. Then, in ActiveCampaign, when someone’s queued you can click on it. Like for instance let me just do this. Proposal, [00:31:00] I’ll just call it proposal. Oops, one thing I didn’t do is set it live. So turn it active. Let me just refresh to make sure I didn’t confused the application, alright.

Now watch this, as I get my, I don’t know if he’s my evil twin or if I’m the evil twin. Well, he’s my fictitious twin brother, here Phil Davis. Watch this, [00:31:30] I’m going to add him to proposal. Now, I don’t want to access it there, I’m going to go this way. Also oops, didn’t want that. There we go.

What I was saying is, in ActiveCampaign you can see how many people are queued in the process. [00:32:00] Let me get this, this is a really good comment from Lorraine. This was a good exercise everybody, good to have the ability to force a linear process as well as jump around the steps as the case calls for. Yes. Yes, Lorraine. Perhaps this is even content writing worthy, like automating your linear processes.

Anyways, let me … You’ve got my mind going. Now, what you can do is you can [00:32:30] log in and see, “Oh, I’ve got 20 people waiting to sign and maybe 40 people who have signed that haven’t completed their intake form.” Right? You can see that. What you can do is just click on those people and now it will show you a whole list. You can do some batch editing. Maybe you want to add them to an automation that’s like a reminder automation that you have built off kind of like one off reminder automation, and you [00:33:00] just want add them to that automation. Maybe you want to add a tag, and perhaps someone else on your team, every time this tag is added, they get a notification to reach out to this person and to figure out what’s wrong.

This is very powerful, just that functionality leveraging a linear process, the wait until. I did not have that in mind beforehand but this is … the wait until [00:33:30] condition is very much greatly utilized for linear processes. Then if you had it tied into your CRM as well, that could give your users access to move people as they pleased too. That’s how the two can play together. Yeah, this would maybe the more advanced way. Maybe [00:34:00] I don’t care, and let’s remove the deals here so we can have more of a one to one comparison.

I removed the deals here, because it’s probably adding a layer of complication that we don’t need. I can do, once they’ve achieved this goal, and then watch [00:34:30] this, watch this. Send email. We could, thanks for their action that they’ve taken, next steps. Now, what’s the benefit of this? It’s just like what Lorraine said now, having a email [00:35:00] after every goal, having a email after every goal. Now they can jump around.

Maybe your process is not linear, maybe they can complete this step and then complete this step, then jump down to this step, then go up to this step. If that were the case, what you would need to do is at the very end, at the very bottom of your automation, all of these would have to be configured for anywhere. [00:35:30] That means, it doesn’t matter where the contact is at in this automation, as the criteria is met they’re going to jump to that, so now they’re bouncing around. They’re just bouncing around.

What we would need at the very bottom is a goal that looks that they’ve completed all steps. Watch this, watch this everybody. [00:36:00] What you could do is actions, look at this, achieved goal. These are all of the goals, look at that. Module one, and they’ve … What did I just do? Achieve goal. I’ve not done this before but I am excited to use this now. And, we’re using the and function because all of these have to be true. [00:36:30] Achieved goal step three, and actions, achieved goal step four.

Now, once they’ve completed all the steps below the contact’s position, wait until conditions are met, once they’ve completed all the steps the automation ends. [00:37:00] Now they can bounce around, complete the steps however they want to, and when they’re all complete not matter if it was the third one that they completed last or the fourth, or whatnot, once they have completed all the steps, they’ll jump down here in the automation.

Let me see, I think the hardest part, hardest thing about wait states versus goal [00:37:30] states is understanding when one is of more benefit to the specific process you’re trying to create. Yeah. The main difference there Katrina is going to be the question this, do you need to auto-advance them? Because a wait state, they’re queued there until they can move. There’s nothing you can do to speed up that process. For wait [00:38:00] conditions, either that condition is true or not. Like here, look, they’re waiting here until that condition happens. They’re, I don’t want to say stuck, but they’re stopped right there.

With a goal, if you use a goal it would be to where you say, “Okay, do I want another condition or another case, where people can jump and skip actions?” The wait state, I’m stuck here, [00:38:30] and when I complete this action, the only place I can go is here, is the next step after the wait state. Whereas a goal, when you use a goal, though it can do the same thing as a wait, it can also advance people to a particular place. You know what, this is better described when we have a use case, so let me think about it.

Actually our good old webinar use case, but hold on, let me complete what Lorraine is saying. I’m going to give [00:39:00] you a use case for webinars, that’s probably the best. That could get confusing if they’re jumping around but the email says next step. Yep. How would you cover off an email what steps they hadn’t completed by that point, let’s say. Yeah, exactly. When they can bounce around like this, you would need to have conditional content in the email. The headline would say, “Here’s your next step.” But here, let me just show you.

All of these emails would essentially [00:39:30] be built and it would essentially be the same email, with just multiple next step. Watch this. You would have it to where you could set up conditional content. Let me see, what do I want to use? [00:40:00] Are we tagging people? Yeah, yeah, tag exists, equals completed. I’m not going to go through all of it, but you know, completed module one. So if they’ve completed module one, they’ll see this. If they’ve completed module two, they can see this. Manage conditions, completed module two.

So perhaps I [00:40:30] have an email that has, “Here’s your next steps,” and it’s like, step one … I don’t want to say one, two, three and four, because it’s like that’s what they have to do, so maybe these are bullet points, right? Say, “First do this,” and then in this block I can say, “Then do this.” I can send the same email. What’s going to happen is [00:41:00] I should set it to where these blocks do not display if they’ve completed … alright, so if they’ve completed … I got it backwards. Manage condition, show if all these conditions are met. I want to do … Uh oh, what happened?

My browser’s going crazy on me everybody. There’s conditions. [00:41:30] What is going on today? How about this, tag does not exist. Completed module, okay? So they haven’t completed step one, they’ll see this. If they haven’t completed module two, they’ll see this. So the very first time, they’ll see everything, and then as they’re completing steps, these are being hidden. All that they see are [00:42:00] the next …

Wow, hey everybody, I did not plan this out but this is … Lorraine, thank you for asking this question. This is really powerful. Could you imagine that? Like having an email … Here’s what I’m saying everybody. Wow, that’s a good one. That is a really good use case, conditional content in email is something to etch in my brain. Yes. Yeah, I think we need some use cases for conditional [00:42:30] content like this. This is a really good use case that we can write about to show the power of conditional content, because let me finish this out.

Let me finish this out because I want you all to see this. Duplicate, and then duplicate, alright, then do this. Next do this. I’m going to say this is, tag does not exist for module three, [00:43:00] they haven’t completed that step. Then lastly I’m going to say … what am I doing? Manage conditions, completed module four.

So, remember this email, save and exit. I’m going to send the same email after every step. There’s no need to not send that same email. [00:43:30] By doing that, as they’re completing the steps … this is really good. As they’re completing the steps … I think I did the wrong one, this is the one. As they’re completing the steps, even though it’s the same email, things are starting to disappear. After they complete the first step, this block is gone and then it’s just these three. Then after they complete the next step, maybe it’s this one, [00:44:00] this block is gone and it’s just these two. Then they complete this one, this block is gone and it’s just that. Then after they complete that, we’re done because now this goal is achieved and the automation is done.

Wow. Yeah, so we have the simple linear approach, do step one, do step two, do step three, do step four. Then we have the dynamic [00:44:30] approach. I think that’s, Katrina, that’s really the thing. How dynamic do we need this to be? If it’s a very static linear approach, then you’re going to use wait conditions. But if it’s a more dynamic free flowing, “Hey, complete this whenever you can,” you’ll use goals. By using conditional content and hiding blocks when people have completed actions, now you don’t have to have [00:45:00] 30 emails for multiple combinations. You can just say, “Hey look, if you didn’t complete it, here are your remaining steps.” You can frame your email like that, “Here are the steps remaining for you to complete.”

Right as they complete them you’re going to send the same email, they’re going to think it’s a different email but you’re just hiding, you’re conditionally hiding the content based on their actions. Wow. Wow, [00:45:30] wow, wow, really good. I want to come up with some use cases for that one. Alright, let me see here, we’ve got a question.

With goals can a person be in module one and three at the same time and not complete it either? No, no. Goals, you can only … once it’s achieved it’s achieved forever. So, [00:46:00] let’s say you completed module two, when you complete module one, you’ll get this email, right? And then right when you hit this, it would say, “Wait until it’s achieved,” but since it’s already achieved you will go through here, and go straight here. So let me think, what you … You could potentially get two emails at that point. Yeah, there’s some other details to work out. There’s some other details to work [00:46:30] out everybody with this, but in fact you probably don’t send an email.

I know what you do. I can figure … This is going to look so simple, it’s going to be complex. But let me show you, I’ve got to show you, I’ve got to show you all this. I’m building this on the fly everybody and I think the end of this is going to be a very amazing automation. Let me just remove this. [00:47:00] So, if they complete this you want them to go … No, no, never mind. Well, if they complete this … what if I did this? Let me see something. I’m totally testing this. We have to remove it, I don’t want to do that then.

I am totally testing all of this. Let me see. Never mind, alright, I can’t do this on [00:47:30] the fly. I can’t do it on the fly, but my statement still stands. Here’s what I was trying to do everybody. Once the goal is completed I wanted to keep sending this email since it’s dynamic but it’s going to get to a level of complexity, I don’t want to confuse everybody on the call. We’re just seeing how deep things can get very quickly.

Katrina says, “Exactly, you need to fully think through the [00:48:00] process from start to end to determine how dynamic the process needs to be. That will tell you if goals are more appropriate overweight, or vice verse.” 100% agree, absolutely. I agree Katrina, because like Katrina said, if it’s linear and you need them to do step one, two, three, four, this is your automation. This is your automation right here. This is it. If it’s a little more dynamic, although I’m seeing holes in this, [00:48:30] but if it’s dynamic where you want people to be able to bounce around, then this is the way that you would want to do that.

Maybe we have a different use case, because I think if I had steps that people could do, you know what I would do? I got it, I got it everybody. I figured it out. I got I. Okay, everybody I figured it out. You wouldn’t send this email in this automation. Okay? Do you know [00:49:00] when you would send this email everybody? This is … Oh my gosh. This is it. You would send this email here, when they get to the stage in the pipeline. So then we’d have to go back and add, if they’ve completed module one, update this … I didn’t even add … So I would have to go back and add the deal.

Now we’re to this point, right? Remember, steps [00:49:30] taken. I’m going to add a deal and I’m going to use this deal to automate the process. Enrolled. So I create a deal, and after they’ve completed module one I’m going to go back to update the stage to, select a new stage, module one. [00:50:00] I’m going to move it there. Then, when that is on module one, all I’m going to do is send that dynamic email. I’m going to have a simple automation that sends an email every single time someone reaches a stage in the process. I don’t care how they’re doing it, because this automation allows them to complete the [00:50:30] steps dynamically, however they want to. But this is going to track the presence on here. They can only do it once, because like I said Lorraine, once this goal is achieved, you can never achieve it again. Once the condition is true it’s always true, that’s how goals work. So what you would do is, on here, to prevent them getting multiple emails, you will make sure that this is click to [00:51:00] run once.

In this case, let’s say they completed module two. Watch this. Let’s say this is the first thing they did, was step two. They were moved to this stage and sent off that dynamic email. Now they’re waiting here until something happens, and then they go and complete step one. What would happen is [00:51:30] they’ll jump up here, and since they completed it, they’ll be moved to stage one, or this stage for module one, and then they’ll proceed and say, “Oh, I already did this step,” so it’s then going to move the deal to stage two, but guess what, since the automation is setup to only send the email once, even though they’re being moved to that stage, they won’t get the email again. Then they’re back to waiting here to complete either step three [00:52:00] or four. If they do four, they’ll jump down here and then come back and do three, they’ll jump up here and then, you know. That’s how, we’d have to use stages to make sure that we send one email that’s dynamic and it keeps track of the progress that they’ve taken and it doesn’t send them double emails.

I guess in the end we came to the same automation I started with, but that’s the power of stages, is stages can keep track of where people [00:52:30] are at. Stages can keep track of what steps that people are at, and give you more control over how to communicate to them to their steps.

Alright, so we’ve got a couple more questions here. I’m thinking of people like me who have two modules on a goal at the same time if they let me. I think most [inaudible 00:52:58] probably you have to complete a module [00:53:00] even if you have … Yeah, most LMS are structured to the point where you can’t … Well, I mean, the thing is we’re talking about complete, so you can have access to multiple modules but you can only complete one at a time. So unless you’re completing them within five minutes, which would be very hard, even in that case, even though you have access, the action for us is, have you completed? So you can’t complete module one and two at the same time. I would hope [00:53:30] not. That would be become a crazy curriculum if you could.

But yeah, I’m going to put this in here. Oops, wrong place. I think part of the answer is to not create on the fly. Do business process analysis on paper first, then jumping to building automations. Yep, absolutely. I agree with that. You all know I am proponent of planning, planning before doing [00:54:00] anything, before I touch anything in the application

If a person can take the same course more than once, do you need to replicate the automation stream for each time they take it? If they can’t enter a goal more … Yes, yes. You would need a goal for every year. So, for 2017, you’d have a set of automations, and for 2018 you’d have a different set. Because they’re essentially different goals, although it’s the same goal, since it’s in a new [00:54:30] year that makes it a different goal. So that goal in 2017, although named the same in 2018 would be a different action in the database. So yeah, you would duplicate that flow.

Alright, this was really good everybody. I got a couple good ideas for some content pieces. I can expand on this a little more and help bring it home for you all. I really like the idea [00:55:00] of using the wait until for linear processes. Like I said, if you want to allow people to be a little more dynamic, just know it’s doable. People, you can be one of those creative people that always think, “Oh, I want people to do this and be able to do that,” and then your next question is, “How do you it in ActiveCampaign?” Then, once we show you how to it in ActiveCampaign, if this is too much, it’s too complex, [00:55:30] there’s nothing with saying, “You know what, for now I’m going to stick with the linear steps.”

I think everybody needs to allow themselves the time to really grow in automation and figure out, there’s no shame in your game, to say, “I’m just using the linear one because this is more complicated.” The question I would ask, is it freeing up your time? Is it helping you make more money in your business? If the answer [00:56:00] is yes, then use this linear process until the linear process doesn’t work.

The application is flexible. The application is going to allow you to do all kinds of things. Doesn’t mean you have to do it all. It definitely doesn’t mean you have to master it all, because I have not mastered it all. In fact, I just learned something today as you all did. But I’ll tell you what, I really like the idea of this dynamic [00:56:30] email that based on your steps, it starts removing content from the email. I really like that. That’s one of the things that I’ll be thinking about how to create content around, because I think that use case is very powerful when you’re displaying the power of conditional content.

I hope this was helpful everybody. Whether you’re teaching a course or like I said client [00:57:00] onboarding and you have steps for every single person to take, this may be reason enough for you to upgrade to the CRM. I’ve always had the CRM, so it’s been something I always include in my marketing beyond just sales. So I’m always thinking of ways to leverage all pieces of the application.

One thing that’s good about the CRM too is the ability that when a card is present, you can manually move it, or you can move [00:57:30] it within an automation. That helps you to really correct the position that people are in within your process. Perhaps they’re in a position that is not the right one or whatnot, so instead of going in automation and ending the automation and trying to do all this other stuff, you can easily drag the cards over whatnot.

Alright, we are at our 11:00 AM central standard time stopping point. It looks like [00:58:00] we’ve handled all the questions. I want to thank you all for attending this Tuesday, starting the week off on a very powerful automation note. If you’re using these automations, if you find a use case for them, please let me know. I would love to revisit this with a real life use case that you all are using. Although it’s applicable to the use cases I provided, but it’s always better when you bring your own and we can work through the details.

With that being said, [00:58:30] I am signing off. Thank you all for your attendance, your feedback, your questions and your continual use and support of the application. Continue to build on, but not before you plan. Not before you plan everybody. Build but plan first. Katrina you have an awesome day as well. Jamie, Laura, Lorraine, Tia, everybody, have an amazing day. I will catch you … Katrina [00:59:00] said, “#automateresponsibly.” Yes, please do so. I see you all, we have office hours again, Friday at 1:00 PM, so hopefully you can join us at ActiveCampaign for another amazing session. Have a good one everybody, thank you and goodbye.