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Office Hours – October 31, 2017

Recording of Office Hours hosted by Chris Davis on October 31, 2017.

Transcript

Chris Davis: All right. So the first question, I did have one emailed and let me get this up from Paul. Yes, I see Paul is on. Let me get to your question, and then Chris I have yours. Hold on, let me see here. Okay, and Mark I see yours. All right, great. We’ve got three, [00:00:30] so let’s get started. Paul says, “Hopefully this one isn’t too frightening.” Very fitting on today, Paul. Good play there. “If we merge tags in the tag maintenance section, will it automatically change the tag applied in automations? I recently reduced my redundant tags, and want to be sure it’s as effective once I got live November 1st.”

Great question, [00:01:00] Paul. To tell you the truth, I was going to type in Paul, to tell you the truth I don’t know. That’s a really good question, but let me tell you, let me show you all what Paul is talking about and let’s do it. Let’s see what happens. Let’s just create a new automation. Well, let’s not create the auto- … I already did. So I’ll call this “Paul tags” and we’ll come back to it. Save [00:01:30] it. Contacts, so what Paul is talking about, if you all didn’t know it, under contacts you can select “manage tags” and access our tag manager. From here, you can add multiple tags at once, do some merging, editing of tags, and whatnot.

What Paul is saying, let’s say I had a tag that’s called “new member” and I wanted to change that to “new client”. Okay, so I’m going to add both of those [00:02:00] tags. I’ve got “new member” and “new client”. Let me go back to your setup. We’re just testing this since I don’t know it. We’re all going to walk away and know exactly what happens. How about that? I’m going to add a tag, and it’s going to be “new member”. Okay? Then, I’m going to say everybody who has this new member tag, I now want [00:02:30] it to be merged in the new client tag. So Paul has tags existing in automations, and he’s saying, “Hey, a few of these are redundant. I want to get these down … I want to optimize down to one tag. A few of these tags can be summarized in one tag more effectively,” so we’re going to do that.

We’re going to go here, and we’re going to merge them. I’m going to select “new member” [00:03:00] and I should be able to … New client, I think, merge. All right. So let me do that. I’m sorry. I just need to select new member. I want to merge new member into new client. So now, everybody that had the new member tag will now have the new client tag. I’m going to merge them. The selected tags are now being merged. You can leave this page. I’ll close it out. I should be able to hit refresh, [00:03:30] and when I type in “new”, there we go. We just have new client now because anybody who had the “new member” tag is now going to be replaced with the “new client” tag.

So the question is this: will it automatically change when the tag is applied in automations? So you go here, let’s hit refresh, and no it doesn’t automatically change but you know what, Paul? Here’s what [00:04:00] I’m thinking. If I added … Oh, that’s a good one because if I add a contact, it looks like they’ll get the new member tag, but I think … Let’s see what happens. Let me see what happens. This is what Office Hours is for. We figure it all out today, everybody. Leave with no question in your mind.

I’m going to add myself to this automation. [00:04:30] Paul, tags. All right, so I added myself to the automation. Let’s wait for our activity over here to show that I’ve … Oh, here it is. I’ve entered and left, so now let me refresh. I should say I’ve entered and finished. Let me refresh and go down to … Look at that, new member. It had “new member” Paul. Not “new client”. [00:05:00] So what you’ll have to do, so the answer is, it doesn’t automatically change the tag in the automations, and your merge is effective with everybody who has that tag up until the point of merge. After you merge, if that old tag still exists in some automations, then they’ll get the old tag. All right? So here’s how you rectify that, Paul.

Yep, you need to go and edit those. Yeah. Here’s the easy [00:05:30] way. If you go into “manage tags” you’ll see, like let me use this one. Look at this. “Customer”, it’s being used in 23 automations. So here are all of the automations that I need to update that has that tag. That’s the way to do it to make sure that you’ve got all of them, and then once you replace those tags, it should say zero. Once it says zero, you’re good to merge. That’s a good rule of thumb here, too, is when [00:06:00] you’re merging tags, make sure that the tag that you’re merging or eliminating, make sure it’s not active in any automations and if it is active, go into those automations and change it to the new tag before you complete the merge.

Thank you for asking that, Paul, because that is the standard, I would say, on how to merge tags effectively to ensure that they stay nice and tidy, because like I said, if it says one and you merge it [00:06:30] and you didn’t go into this one automation and change it, when someone goes into that automation, they’re going to get that old tag. So yep, as it is now, and the reason being behind that is because I think that behind the scenes, there’s certain tags syncing that the development team is working on. I’m not sure, but sometimes if I create a tag in an automation, I won’t see it in the tag manager and it won’t [00:07:00] auto-populate until it’s been applied to a contact.

A lot of that has to deal with legacy code and how things used to work back in the day, so if anybody here has programmed before, dealing with legacy code is very sensitive as there’s things and areas in the app that you don’t think it will have any effect, and you change something and it has grave, really really terrible effects on things. So there’s probably some [00:07:30] diligence in carefulness being done there. All right, great. We got that one. Chris, let me get yours. All right, thank you. Paul, thank you again for asking that one.

Chris, let me get you in here. All right. “My agency is new to ActiveCampaign.” Good. ” [00:08:00] We are migrating from Mail Trimp.” I didn’t mean to say Trimp. Mail Chimp. I am not making fun of Mail Chimp everybody, just for the record. “What are some common migration issues? I know that you have a migration guide, but I want to hear about issues users have run into.” I would say … It’s a loaded question, Chris, but I’ve got a good answer for you, and I wouldn’t say migration … These issues are specific to [00:08:30] any platform. If someone was migrating from ActiveCampaign to Mail Chimp, they would see these issues, if someone was migrating from Mail Chimp to any other platform out there.

Migration issues, 98% of them are issues that are outside of the platform’s control, and here’s what I mean. The first issue you’re going to see is deliverability. There’s nothing you can do about this, everybody. You are going to see [00:09:00] a drop in deliverability when you migrate to a new platform, unless it’s like an enterprise. I’ve seen, if you want to pay $12,000 to $50,000 a year for an enterprise platform like [Marketo 00:09:16] or HubSpot or something like that, I’m not seeing much drop off on going up to a bigger platform. Now, of course, you’re paying more for their service so it makes sense, but traditionally, when you’re moving from a smaller platform to [00:09:30] another, what you have to do is rebuild that relationship.

It’s just like, I talked about this in a previous Office Hours, but it’s like you having a relationship with someone and breaking up with them, and then you get into a new relationship expecting that new person to just pick up right where you left off. You say, “Hey. Well, so and so was cooking everyday. If we’re going to be in this relationship, you’re going to have to cook everyday.” They’re like, “Whoa. Hold on. I’m not saying I can’t cook everyday, but let me adjust [00:10:00] to this new expectation here. Let’s build a relationship.”

The same goes for your platform, so what happens is, when you migrate to another platform, though your contacts come over, your relationship and reputation do not. They do not. So a lot of people make that mistake, and the first thing that we see … It’s not just in ActiveCampaign. I’m in a lot of communities, they’re like, “I just signed up with so and so platform and my deliverability tank, what can I do?” [00:10:30] The best thing to do, one is we have another guide for you that is in addition to the deliverability guide, and this one is how to maintain good deliverability when you migrate to ActiveCampaign.

So in here, it’s going to outline all of the steps that you can take to ensure for optimal delivery. We should link to the … [00:11:00] Renee has … Oh, I’ve got to respond to this. We should link to the Office Hours here, too. I’ll get that link updated, but this is it. This outlines everything that you will encounter and how to circumvent a lot of that. I’ll sum it up here Chris. I’m posting it in the chat right now, so that link is sent to you. In summary, the safest thing that you can do is have every … That’s what this chart is. In your platform A, send [00:11:30] out a campaign for your free offer or for them to take some action, and when they do it, they fill out a form that’s in ActiveCampaign.

Now, if somebody fills out a form, if they’re in Mail Chimp, and you email them in Mail Chimp and say, “Hey. I have something new for you. Here it is. Click here,” they click that link and go to a page that has an ActiveCampaign form, enter in their information and hit “submit”. They have now submitted an ActiveCampaign form, and guess what? You’re going to see little to no drop off in deliverability [00:12:00] for contacts that fill out a form, little to no drop off. Most people are either going to import and start mailing, or go through the API and start mailing, and that’s where you’ll see that the lack of relationship and reputation built before emailing comes in and hurts you.

That’s with any platform. That is not limited to ActiveCampaign. Like I said, most of you are in multiple groups, whether it be the Mail Chimp user group, ActiveCampaign user group, and other company’s [00:12:30] user group, and I know you all see this question because I’m in all of those groups and I see it all the time. They’re just like, “Hey. I moved. What happened to my deliverability? Mail Chimp was doing this.” It’s like, “Well, how long have you been with Mail Chimp,” so you’ve got a reputation. Mail Chimp knows, “Hey look, you’re a pretty solid sender.” You’re starting from scratch when you migrate, which is another reason why I always recommend that people don’t migrate unless you absolutely need to.

It’s not like I’m trying to say, “Hey, don’t leave Mail Chimp for us.” Just make sure it’s going to be [00:13:00] worthwhile because you’re starting over, essentially, with building that relationship. Now, we give you a lot for that. You’re going to get a lot more capability with migrating from Mail Chimp to ActiveCampaign. It’s just a more robust and flexible platform, but just know. I always cringe at people who it seems like every other month, they’re trying a new platform because I know that person can’t be getting results because it takes time, every time you move to a platform, to build that relationship and get good deliverability.

So [00:13:30] that’s what I would say, Chris. That’s what I would say. Read that guide. Definitely follow that, and you should be a lot better than most, but you are going to have issues depending on how you import and start mailing your contacts with deliverability. That’s with any and every platform. The second thing I would say when you talk about migration issues, I think that another issue people make is they port over their account, [00:14:00] and I always say … You think about it. When you’re in Mail Chimp, you’re building stuff and the builder today is smarter than the builder of yesterday. If you just migrate everything that the builder of yesterday built, you’re going to be putting a lot of garbage in the new platform, so I always look at migration as an opportunity to clean up.

As Paul mentioned, optimizing. Look for some redundancy and say, “You know what? I don’t need this tag. You [00:14:30] know what? I could actually merge this list into one.” So that’s another common issue. Here, let me write these down for you. One issue is deliverability based on reputation. Number two is porting over, porting everything over instead of optimizing, [00:15:00] instead of taking the opportunity to optimize. Three is carrying over the list approach, the list only approach. These are the top three, and by carrying over the list only approach, in Mail Chimp, all you had were lists.

In ActiveCampaign, you now have lists, custom fields, and tags. All three of them work in conjunction with one another to allow [00:15:30] you for more effective and deeper segmentation, but if all you’re thinking about is lists … This goes into number two. You’re just porting your lists over. Say, “Hey, I’ve got five lists in Mail Chimp. I need five lists in ActiveCampaign.” No, you don’t. No, do not do that. So you see how they’re all three really intertwined, but you have to, when you move over to ActiveCampaign, you have to realize we’re giving you a contact database, so we’re letting every contact be an individual instead of just a number [00:16:00] or an email address on a list.

Yeah, those are definitely the common migration issues, I would say, we not only see often as a company but across the space, I’ve seen. Let me know if that helps, Chris. Let me know if that helps at all. Thank you. Thank you for asking that question. Great name. Great name, by the way, and great spelling of such name. Great. Mark, you’ve got some. [00:16:30] Let me make sure, Paul … Oh, did I miss one Paul? I might’ve missed, you had another one about the pros and cons of scoring. I’m sorry Paul. Oh, yeah. I’m sorry. Let me address this real quick, Mark. I didn’t realize I missed it. Paul had two questions. My bad.

I just missed it. There’s no reason why. I wasn’t trying to answer [00:17:00] more questions before I answered yours. Paul says, “Can we also go into a pro and con for scoring contacts versus scoring deals?” I will admit, I don’t use deal scoring often. It’s not one of the things that I found effective for my usage, and I know we do deal scoring here internally at a high level. It’s something that I need to dig [00:17:30] into, but here’s what Paul is talking about, is when I go to contacts in this drop down and go to “manage scoring” you’ve got to have a plus plan and above. When I create a new score, you see this? It can be a contact score or a deal score.

If we do a deal score, let’s just say I add a new rule and the conditions are action has clicked on any link in any campaign. All right. Click the link. [00:18:00] Score. Deal link, clicking. That’s what I’ll call this one. I’ll give them 10 points that expire in 60 days. All right. So now, I save this. Let me make it active and then save it. All right, it’s saved, and you can see you are unable to change the type … Yeah, yeah, yeah. So I was thinking [00:18:30] I could switch between deals and contact scores, but this is actually thinking I’m trying to convert it, so what I could do … That’s intere- … I never realized that.

I can select this and copy this score over into contacts scoring, and I wonder if the same works for contact scoring if I’ve got a contact score, which all of these are, and I hit “deal”. Will it try to … Oh, look at that. Nice. I did not know that. Paul, [00:19:00] thank you. That’s a quick tip. I’m going to have to add that as a tip of the week. All right, what we’ll now see is when we go to the contact, I’m kind of exploring this at the same time as we fill, and we should see all of our other scores here. So here’s my opportunity count, all of my other lead scoring. They’re right there. Then when I go to ” [00:19:30] deals” let’s just say under this new deal, I should have a deal score.

All right, so now that you all … This is calculating it’s a new one, it could take up to I think, I can’t remember how long it takes. We’ve got a help doc. Let me grab the help doc real quick, but it can take up to a certain amount of time to calculate [00:20:00] those deals. Help resources. Time to calculate. Just I saw this help doc get published. How do I calculate the [inaudible 00:20:17]? That’s why. Calculate score. All right. Create contact [00:20:30] scoring, how to calculate the [inaudible 00:20:32]? What’s the difference? Oh, so many scores. How long, also say. How long? How about that? Contact scoring. [inaudible 00:20:45] create a score.

I’ve got to get more specific. All right, anyways. So [00:21:00] many. Okay. Oh, oh, oh. How long to calculate score? Oh shoot. Sorry everybody. Just real quick, let me … Lead score and a deal score. Let me get that one for you. Can’t get it. [00:21:30] I may be searching in the wrong. Oh, it may not be published actually. All right, that’s fine. I, at least, want to give you all this one. This is a good one, the difference between a lead score and a contact score, but back to the point I was making. The difference is, so we know that the difference is the deal score is going to show here and the contact [00:22:00] or the lead score is only going to show on the contact information.

The pros and cons are this: if you want the score to be tied to the contact, regardless of what they do, you want to use a lead score, but if the scoring, if the activity, though the same, or it could be similar to your lead scoring, if it’s only valid for a specific deal, then you want [00:22:30] to put it on a deal because when this deal is one, those scores are removed. When I mark this as one, the scores no longer are relevant, whereas if they’re on the personal contact record, they’re there forever. So that’s really the biggest pro and con, is that it’s an other layer of flexibility that we give you when you’re setting up your scores.

Instead of just saying, “Hey, here’s on score [00:23:00] for your whole contact,” we say, “Okay. You can do that, or you could have multiple scores for that contact, or you can move the score to the specific deal,” because some people’s lead scoring is only connected to deals. They’re not really monitoring what a contact is doing throughout their journey. They’re more so, if the contact has a deal like, “Hey, they just signed up with the demo,” these are the actions that we want to track and score, [00:23:30] then they will put those actions on the deal record because that’s where it’s most applicable is on the deal, but if somebody is like, “Hey, I want to score your actions regardless if you have a deal or not,” then you would use the lead scoring.

So great. Oh my gosh, Paul. That was a great question because I just discovered that you can copy deals, you can copy scores and it’s just always good to know that deal scores will be seen [00:24:00] in the deal information and personal … or lead scores will be shown on the personal, so the personal, the contact, the lead scores for the contact records never go away unless you delete them. The deal scores on the deals are only shown on the deal as they’re opened. If I mark this as one, you would see that it’s still there. I could still see [00:24:30] the deal score as a matter of reflection, or whatnot, but for the most part, I won’t see a deal score on a contact record.

All right. Now, let me go back. I know there’s been a lot of action in the chat so forgive me if I’m a little bit behind. Let me go … “Had to take a client call.” Okay, yeah. No problem, Chris. Chris had to jump on a client call. [00:25:00] All right. Mark, where were you at? There we go. All right. Mark, I don’t want to miss yours. You had one up here. I’m going to … Let me see. Here we go. Okay. So now we’re ready for you, Mark.

Mark asks, “Hey Chris, I need to create a trigger based [00:25:30] on a date that happens annually on January 8th, but on leap years, it can change. Needs to be weekday also.” This may be one in the same. “Is there a way …” just pasting it in here. “Is there a way to trigger a [00:26:00] date-based automation without using a custom date field on a specific date annually?” No. No is the short answer. You have to have a date field to use the date-based trigger. The only other way you would do it is if you used the loop, like enter in “Wait for 365 days” and then enter … Take them out and them put them back in. That’s one [00:26:30] way, but you wouldn’t be starting the automation that way.

So on leap year, I don’t know. If you have a trigger base, if you have an automation that’s on a date, because in leap year you either have or don’t have that specific date so you could miss … Like one person on a leap year could actually be two years for that individual. That’s just something that you’re going to have to monitor and take account [00:27:00] for, or just put it on a day that is always there. I know February on leap year is I think 28 days instead of 29, or something like that, and some months have 30 days instead of 31. Well, the safe thing would be, always use 29. Always have the date to be the 29th on that so that you can bypass the leap year.

I saw this, this happens to everybody. When I was [00:27:30] at [inaudible 00:27:31], it was so many issues we had with billing because of the leap year and people who signed up on the leap year. So it’s just one of those things, there’s no automated way to take that into account, but when you know that there is a leap year, you know what to look out for. You can make sure that you go in and manually update that, but there’s no way that the application [00:28:00] itself or any application that I know of can do that. I’ve not seen that out in the field. If there is one that you all have seen, let me know. I’d love to see how they’re doing it. I just have not seen it in any application I’ve ever used.

Yeah, like I said, there’s no way to start on a specific date without having a date field. It’s like starting in automation, trying … I don’t know. It’s just not, you have to have a date [00:28:30] field to use the date based automation. Otherwise, use a form or some other, like a tag or something, and wait 365 days, or however many days, and then add them back to the automation again for that one. Yep. So let me see here. Where am I at? All right. Then, let me jump to the bottom real quick. Okay, great. Chris says, “This was insightful to me because while my org is about legion for clients, [00:29:00] we won’t be using the deal [inaudible 00:29:01].” Oh, okay. Yep, yep. That’s fine. That’s fine.

We see a lot of that, too, Chris, so that’s perfectly fine. You may find value in the event tracking, being able to add events from your platform over to ActiveCampaign fairly easily. All right. Let me just … Mark, I don’t want to miss one of yours. Mark says, “Tip: if you are importing an automation and [00:29:30] it has tags, as you said the tag will not be added until the automation is run, so manually add the tags.” I want to put this up on the screen, Mark. That’s a good one. Okay, this is Mark’s tip. If you’re importing and that automation has a tag in it, it won’t exist in ActiveCampaign until the tag is applied to the contact.

That used to drive me crazy, everybody, I’ll be honest, [00:30:00] but there are so many users that prefer it that way because what they’re saying is, first off, they’re creating their tags on the fly and two, it’s their way of saying, “If it hasn’t been applied to the contact record, it doesn’t necessarily need to exist.” It’s kind of like I’m creating this tag, but don’t make it until you need to, and there’s people that prefer that operation so that’s why it’s there, honestly. [00:30:30] Yep, but this is a great tip. Great tip, Mark. Thank you so much.

Oh, okay. Mark says, “It would be nice if AC did the updates automatically. What, if any, are the advantages of changing them like it is now?” Yeah, that’s … Hey look. I answered that. I didn’t even see this question, but yeah, that’s the main advantage and the challenge everybody, right, because you have so many different users that use the platform [00:31:00] so many different ways and the second … Like now we’ll say, “Okay, they’re all synced up,” and then we’ll get thousands of support tickets like, “Hey, what happened? Why do all of a sudden all of these tags appear in my tag manager? I only wanted tags to appear that are actually on contact records,” so some people don’t like to see this, everybody.

This is what I mean. If we go to the tag manager, you see that? Zero automations? Some people don’t like that in their tags. If it’s not in, if it hasn’t been [00:31:30] appli- … I’m sorry. Contacts, if it hasn’t been applied to a contact, they don’t want to see it because it really doesn’t exist, to them in their business. There are a lot of people, all of these, look at these. These are all tags that I just added as we were going through. They’re not applied to anything. They’re not connected to actually do anything until they’re on a contact record.

So have automation builder setup. It’s not [00:32:00] going to tell the tag manager, “This tag exists.” It doesn’t deem that as valuable information, kind of like a need-to-know basis. The automation, the automation builder keeps the tag manager on a need-to-know basis. It says, “Hey look. I have a tag but I’m not going to really tell you about it tag manager until a contact is actually using it. All right? Deal?” Then they’ve got this deal going, so that’s the advantage is that you’ll be able to keep a cleaner [00:32:30] managed tag section, a cleaner tag manager, doing it that way. Yep.

All right. All right. Knocking them right down. Hey, thank you everybody. Mark, it’s always good to have you on. Everybody who’s new, thank you for attending. I really, really like this. Oh, oh, Mark. Mark has another tip everybody. This is a good one. You know, Mark, I was thinking this and I didn’t want to over-complicate it, but now that I’ve explained it all, and Chris has confirmed [00:33:00] that it’s making sense, Mark says … Let me say regarding my grading from Mail Chimp, another great tip. Mark is full of them, everybody. He’s full of gems.

Can he set … I should say, I’m going to do it like this because I’m going to give Mark credit for this. He can set the link to the AC form using the append email and name so it auto-populates [00:33:30] their name and email. Does that make sense, Chris? So in my Mail chimp email, I’ll have a link like this. “Click here to get this new amazing thing.” It’s going to be hyperlinked and it’ll be something like this. “activecampaign.com, [00:34:00] new offer,” we’ll say, question mark. I don’t even know Mail Chimp’s merge tag, so I’ll just say, we’ll say “email=” and then I’ll just use … What does Mail Chimp use? I don’t know. I’ll do this.

“Email address,” this may be HubSpot. Then I say, “And [00:34:30] first,” I think it’s got to be first name. I think that’s how it’s got to look in ActiveCampaign. Is, “first.name”. This is not Mail Chimp’s merge fields, but ideally when they click this link, it will end up resolving to this. Let me just do this. It’ll resolve to this, okay? [00:35:00] It’ll all make sense in a minute. It’ll resolve to email address. me@aol.com, how about that? First name would then resolve to Chris. So if you put this link, if I was in a browser, and this is not going to work because this page doesn’t exist, but you see it will merge in the email address from Mail Chimp [00:35:30] and the first name from Mail Chimp, and the ActiveCampaign form will see these two and pre-populate the name and email so that they don’t have to enter it again.

Even though the email came from Mail Chimp, will pre-populate it on the ActiveCampaign forms when they hit submit. It’s the same list flow from Mail Chimp to ActiveCampaign. Yep, great tip. Great tip, Mark. Thank you for that one. All right. Oh, [00:36:00] Brett, hey! Hey, Brett. I didn’t see you on. Good to have you back. Brett, he’s got a comment in here. I didn’t read it. I don’t know if it’s a question, but I’m just putting it up there. “Wasn’t there an article you mentioned on a podcast where it was a staggering method, like it was 25 to open, one to click and visit a page? What was that page?”

Oh, you’re talking about lead scoring, right Brett? [00:36:30] I think that’s what you’re referring to. “It was about the scoring you were talking about.” Yes, it was with [Big 00:36:41] [Kevin 00:36:42]. I think it was this one. I think it was this one, maybe. [00:37:00] Oh, look at this. I’ve done so many. Let me see. I think it was Jason. No. Oh, the names aren’t here. Oh, no. That should definitely … Jason, Big Jason Henderson, I think. If it was “Big” in front of the name, he’s the only person that goes by “Big”. [00:37:30] Where did it go? I know it’s up here somewhere. All right. We’ll find it.

Oh, this one right here. Maybe this was it? Because you had Big Kevin, I’m thinking Big someone that was a professional athlete term marketer. Yes. Yes, here it is. Here it is, Brett. Yep. [00:38:00] Let me put this in the chat for you. Yep, there you go. It was episode 30, yep. Yep, that’s it. That should do it for you. Great. Then, all right, I sent this … Oh, there we go. Paul. Paul, you had another one right after Brett. A lot of questions, I love [00:38:30] it. This makes these so valuable, everybody. Paul has, he said, “I’ve been having issues with my geo scoring as well, either not calculating or calculating zero when it should be 20.” The geo scoring is the criteria, right Paul, when you go here and say if I set up a score and I’m just going to use an existing one.

[00:39:00] Some of the conditions are right here, geo. He says they’re in a specific state. If I do that, and I want to give them, in Paul’s case, 20 points, 20 points that never expire because they are there, that’s points for you forever, so what [00:39:30] he’s saying is it takes … He’s saying that this is not populating correctly as far as the points. So two things here, I would definitely open a support ticket. One of the things that’s not clear to me is if we need to do a full spell out of the state, or if we need to do an abbreviation like IL, or if there’s an extra space in there, or if it’s misspelled. There’s a few things that could go wrong since it’s not auto-populating.

So [00:40:00] I would raise this as a support ticket, and please let me know what’s reported. At the same time, I’ll go and talk to product and just see what is the best practice for this. That way, by me talking to product, I’ll be able to see what the best practice is, but then with you setting up the support ticket, it’ll make sure that there’s not something wrong with your account or something broken. Great. Thank you so much, Paul. Thank you so much. [00:40:30] He says, “Also, if we use a custom field for state, which works better?” Now that, custom … Oh, you know what? I wanted … That’s a good question here. Let me … Watch this. This is a good one.

That’s probably the best approach, honestly Paul, because this. Watch this. I don’t know if you all knew this. I was reminded of this earlier, but [00:41:00] watch this. Because I was going to say, “Well, if you do state, you’ve got to add all 50 and this and that.” If I do new custom field, and what was it everybody? I think it was text input, and I could say, “State.” When I go find this one, it’ll be at the last state. I go to “edit”. If I go under advanced, look at this. I can do … [00:41:30] Where is it? Where was it? There was an advanced option that you could populate. Oh, oh, oh. I know what it was. I know what it was. Let me delete this.

I know exactly what it was. Let me show you all something. If you do, since they can only select one state, I think it was this one. State, let me [00:42:00] see. Minnesota, Illinois or Ohio, those are all the states I’ve lived in so it just came to mind. Show advanced. There it is. Look at this. I can add more options in select US states. Look at that. It will populate every state really in North America because we’ve got some … I think we’ve got some in Canada. [00:42:30] No, no, no. Is this really a state? Hm. That’s federal states? Micronesian? Very interesting. So you may have to go through here and delete a few. What state is this? I don’t think this is part of the 50 states. It looks like … Yeah, I think this is North America. North America.

Yeah. [00:43:00] All right. So if you use a radio button, and then of course I would delete my three that I added, and it will auto-populate all of those states for you. Then, there will be no question, Paul, at that point you would know. You can literally double click, copy this Arizona, like the spelling and put that in your lead scoring. I know that’ll work 100% of the time. That’s more of an [00:43:30] immediate fix. Yep. Yep, Brett. So the states, if you do it that way, they will. Yep, they will be in alphabetical order. I believe this works for drop downs too. Let’s see. Drop down menu would probably be more fitting because you don’t want that … State. Lived in. I’ll just add one for now.

[00:44:00] You add it … Oh, I’ve got to have at least two. Sure, of course I do. Okay. Then go to “edit” and if I go to … Yeah, so I could do it for the drop down too. Click US states, then delete those two, and now I have all of these US states here as a drop down. The reason we want to do it that way is because it’s just easier. [00:44:30] So instead of … Just bear with the computer. It’s going, it’s going. Instead of … I hope I didn’t miss anybody’s question. Oh, Mark, I see yours. I’m going to come back to you. He’s got reasoning that he’s … All right, so instead of using [00:45:00] this … Oh, I didn’t hit save.

Anyways, it would have like 50. This thing would be scrolling for days, so instead of doing it like this, that’s why I was saying you could use a radio … I mean a drop down. Drop down is a lot cleaner. See, I can scroll upon click instead of having all of those down there. Just something to, just so you know. Just so you know. All right, this is a followup [00:45:30] statement from Mark. Let me go back up here to where we had it, right here. Paste and match. “My client wanted to avoid having an extra date field,” yep. “I had tags on imported automation so you can see them when you are using the tags in other auto-” Oh, yeah, yeah, yeah.

These are two. These are follow up statements. While he was asking here, ” [00:46:00] Is there a way to start one without using a date field,” because his client was looking to avoid having an extra date field to start the automation. Normally, what I’ve seen is that normally the date that starts in automation is something like a birthday, anniversary, contract, expiration date, so it’s already an existing date field, but in this case, Mark, where it’s not and they don’t want to create a new one, a brand new one for this one, it does pose [00:46:30] a bit of a challenge because that’s the only way to start based on a specific date because even if it was some other action, like maybe you wanted to say, added a tag, you would need some other action to use the segment builder to specify this action and on this date, whereas when you use a date field trigger, it checks every day or every week or every month for that specific criteria [00:47:00] on your [own 00:47:01].

They’ll have to have that extra date field. Then, Mark, this is how Mark is using, this is how he’s managing his tag. He says, “I add tags on imported automations so you can see them when you are using the tags in other automations.” So when you’re in a different automation, if that tag … When Mark says, “I add tags,” he’s talking about manually adding them to the … [00:47:30] What is it called? The tag manager for this reason. If they exist in the tag manager, then let’s go here and I say, “Add a tag,” it will show here. It’ll auto-populate, and it’ll auto-populate throughout the application.

If you create it in the automation, it won’t auto-populate, of course, until it’s applied to the contact, so yep. Mark was just clarifying [00:48:00] that. Great. Wow. Wow. This was a lot everybody, but all good questions, all really really good questions. If I miss one, feel free to post again and if you have any other questions, just let me know. We’ve got a little bit of time left to answer them. All right, there we go. “What are some good reasons to have geo scoring?” Oh Brett. Brett is asking this to you, Paul. Let me, [00:48:30] I’m going to put this up there, and Paul feel free to jump in and answer it. I’m going to answer it as well, Brett.

I don’t want to steal your thunder, Paul. I’m just going to put this out there. If it applies, you can say, “Yeah, what he said.” One is, if leads living in a particular geographical location are worth more to you, [00:49:00] so Paul says, “For us, it lets us qualify where we spend our energy.” Let’s say you are a company that serviced the midwest, so anybody in the midwest is very valuable to you, but if somebody comes in and they’re from California, you probably don’t want to spend as much time with them because they’re out of your service zone, geographically.

What I like about this is it introduces a new element of how we’re segmenting and qualifying [00:49:30] our leads. A lot of people don’t look at geographical location as a means of qualifying. So yep, Paul is using it to qualify. Great. So okay, Brett says, “It makes more sense for a service based business.” Yep. Let me think, service based business, maybe, maybe Brett it could also make more sense for a seasonal business like if you sell winter clothing [00:50:00] and someone comes into your database and they’re in a state that experiences cold winters, I could see it working there.

So I wouldn’t limit it to services. It would just be … Then I could see if I was selling umbrellas, maybe I would want to target people who are in Seattle or other states that get a lot of rain. Yep. Yep. This is really good, [00:50:30] just thinking of ways that we can use geography to qualify leads for us. If I were political, certain states are red and certain states are blue. And if I wanted to resonate with a particular side, and someone was in that state, that would let me know, “Hey.” I know friends who sell political t-shirts, so for them, somebody [00:51:00] opts in and they’re in a red state, they want to send them the appropriate messaging for that, for the shirt. Yep.

Let me see. Oh, there’s been quite a few comments. I don’t want to miss it. Let me look at [inaudible 00:51:20]. Okay. Mark says … I don’t want to miss yours Mark. Mark had a comment. [00:51:30] Paste and match staff. He noticed that some AC support staff on building AC automations always add a wait state. “Is that best practice and why is it needed?” A wait state where, like in the beginning of the automation, Mark? At the very beginning or … Great. Look at you, everybody is helping each other in the chat. Brett and Paul, thank you both.

Mark, you mean in the … When you say they add a wait state … “They add wait states in many places.” [00:52:00] Oh, I don’t know. I’d have to look at the specific automations. I know sometimes in the beginning you could add a wait state just to make sure if you were testing the automation, like using the bulk editor to add people there, you may want to make sure that everybody is added. You could add a wait state in the beginning for that one. Sometimes I know that you can add a wait state for five minutes to give the system, to prevent race conditions because [00:52:30] another automation could be doing some … The next action could depend on another automation or another system process to be completed, so instead of trying to execute immediately and have a race condition where you went too fast, you could interject a wait state to say, “Hey, I just want to put this amount of time in to make sure that the calculation has been made.” Yeah.

[00:53:00] Oh, Paul says, “I’m only seeing my [chats 00:53:02] here, everyone have it [set 00:53:03].” Yeah, Brett, it looks like you are … I can see it, so let me read what Brett says. Brett says, “It totally makes sense.” To Paul, “Brett, it’s a button that you can change from all panelists to all panelists and attendees.” My apologies. I didn’t see that. I didn’t see that at all. Let me read what Brett had up here so you all can see it. Yep. Brett said he’s changing now. Yeah, you should be able to see it. [00:53:30] Brett says, “That makes sense, Paul. Thank you for your input.” That was in response to you saying, “Here it does, payroll processing also. If you see certain trends, it’s a great way to focus in.” Yep.

So good stuff there. Let me see. I think, Mark, you had another one. “Hard to give AC time to process things,” yeah probably, Mark, if [00:54:00] the support team is doing it and it’s more so in testing environments, just to make sure. All right, Mark, here we go. Oh, uh-oh. What happened? What just happened? Let’s see here. There we go. It moved on me. “Can you sort your contacts by lead score and add lead score to the top fields, which show? If not, request that feature? Yeah, you can add lead scoring [00:54:30] to the top. If I went here into forms, and go to “manage fields”, this is the order in which all of the fields display, so let’s say I wanted to reorder them and go down to a score … I don’t know. Where’s my …

Oh, no, no, no. That’s right, actually. [00:55:00] The lead score, these are custom fields. Oh, that’s a good one Mark. Yeah, you can’t. Let me see here. That’s a good one. Let me see here. Fill. The lead score, the score is right here. No, no, no. That’s not lead score, everybody. That’s something else. Ignore what you just saw. That is not … The lead scores are always going to [00:55:30] be appended at the bottom of your custom fields. Yeah, so the ability to be able to move those to the top, I see exactly what you’re saying. Yep, I see exactly what you’re saying, Mark. That’s a good one. Add that to ideas. In usual form, please forward me that so I can upload it as well.

“If there is some overlap, can you use goals instead of wait periods for automations?” Yes. Oh, Paul, great point. Great point, Paul. [00:56:00] This is a followup to Mark’s question. Sometimes, a lot of times the support team will use waits, but goals would be … As you become more savvy, more savvy and more experienced, the safest way is to use goals based on the race condition criteria, like Paul mentioned. So if there’s another automation that we’re waiting for the tag to be applied, instead of having a wait state, [00:56:30] we could have a goal or I will add a third element. You can have a goal here, or you can use the “wait until”. Instead of waiting for five minutes, like some say, we could say, “Wait until specific conditions are met.” Then I could wait until they have the tag, or wait for whatever that condition is.

Now, I’m guaranteed that the next action will not happen until this action has taken [00:57:00] place, so wait until or using a goal are two ways to prevent race conditions. A race condition is when one action executes too early … An action that depends on another and so action A depends on action B, and it executes before action B has taken place because both action A and action B, [00:57:30] they’re asynchronous. So action A can happen at any time, and action B can happen at any time, so by using a goal or this “wait until”, it calls us to asynchronous actions to sync up. That’s a whole nother theory in itself. Asynchronous and synchronous communication, right? That could be a theory, that could be a course everybody.

I would actually love to teach something like that. It would only be for those who [00:58:00] potentially don’t mind a headache, in theory. I’d have to pull out some of my engineering day tricks, but yeah, that’s a very, very, very good point that you all bring up there is things that happen asynchronous to each other, a lot of times using a goal or a “wait until” is a more effective means of syncing them up than using the “wait for five minutes”. Yep.

All right, great. Brett, I’m going to [00:58:30] table this one, because I ran out of time, and I’m going to answer it next week for you. Not next week, on Friday. What am I talking about? Friday’s call, we’re going to start with this one Brett because I don’t want to ignore it and I don’t want to rush through it on you, so we’ll start with that one on Friday’s call. So like always, everybody, thank you so much for attending Office Hours. As Mark has mentioned in here, he says, “Some great insights today,” [00:59:00] I agree. I share that sentiment. I learned something. I learned quite a few things today, actually, and I thank you all for it.

Yes, “If you want to wait until Tuesday, we’re at a conference on Friday.” Oh, no. That’s fine. Brett, I’ll do it on Friday just so the replay is up, and then you can watch it before Tuesday. No need to make you wait any longer, so have fun at your conference, though, Brett, whatever conference it is. Is it [Dream 00:59:29] … [00:59:30] Well, anyways, Brett have fun. Have fun at your conference. I hope you make a lot of connections and do some really valuable networking. For everybody else, thank you for attending. If you’re watching the replay, thank you for watching. You have not just me to thank, everybody on this call, everybody whose name you see up on that list that’s asked a question, owe them a thank you because your questions are opening a deeper understanding for everybody live and who watch the replay. So thank you all, and we do it all again this Friday [01:00:00] at 10 AM Central. Hopefully I can see you there. Until then, have a good one.