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Office Hours – September 19, 2017

Recording of Office Hours hosted by Chris Davis on September 19, 2017.

Transcript

Chris Davis: -or to this computer. All right, Steve asks a very good question, and I’m glad you are on. Again, thank you everybody for your patience. I’ve not done this, Steve, so I wanted to do it live. Every now and then I take a risk here and I do it live, and let me grab this. So it kind of helps you all see the experience, [00:00:30] that even though I know what I’m talking about sometimes this software fights me, too, and Steve asks a very good question. Actually, we answered this internally.

Okay. Hold on one second. Megan says Thinkific and I’ve been trying out wishlist. Okay. Though I may stick with Thinkific for simplicity. All right, so Megan definitely take a listen to this week’s or last week’s podcast just so you … Thinkific is a good platform. I would never bad mouth any platform like Thinkific. A lot of [00:01:00] our users actually use it, and what you’ll find in this podcast is just a different approach. Some people need an extra level of control, some people don’t, so kind of listen to it and just kind of see where you fit in, but whatever it is, feel confident with what you have as long as it’s working, Megan. As long as it’s working.

All right. So Steve asks, “How can we take the value from a custom field entered in a form and using automation to make it the default [00:01:30] for another custom field?” And I will admit this is a feature request and our dev team is aware of it, and essentially it’s the need to copy one value from one field to the next. All right? There’s two use cases for it that we see often come up internal to ActiveCampaign, and one is when somebody wants to protect a field. You know as a custom [00:02:00] field anytime somebody fills out a form it can be overwritten and overwritten. Sometimes you want to store that data in a field that can’t be overwritten. That’s one case.

Another case is when you change field types. When I go to manage fields, let’s say I wanted to change this webinar title. You see it’s a text input. Let’s say I wanted to change it to a hidden field. If I go to edit, there’s no way to change it to a different format, and on the end [00:02:30] user it’s kind of frustrating, but if you think about it technologically, the data is literally in a different format so there’s no way I could transition from a text input to a date field, right? Like the data is mismatched. But often times it would be nice if like in the text input we just had like a check box that said “make this hidden” because a hidden field and a text input are essentially the same, but they’re the only two that are the same. So there’s many times where [00:03:00] perhaps you have some value that you want to send to another or store in another custom field.

All right. So I’m going to show you how to do it. I’m going to talk one way, Steve, but I’m going to show you the way that was brought to me last week that I haven’t tried out, so I figured I’d try it out right here on office hours. Now the first way is to simply export and import. So if I were to go to contacts and let’s say I wanted all contacts [00:03:30] with a specific field, like maybe custom field … I don’t know. Maybe I wanted to store the downloaded URL into another field. I don’t have anybody with this … Oh, I do. Oh, my gosh. Are you serious? Oh, okay. I was going to say I shouldn’t have anybody with that condition. Maybe that’s not a good one. Let me do this. Custom fields, [00:04:00] dog sizes, yes, small. Let me see. I should have at least one. Hopefully Phil pops up. Phil has everything. Not even Phil has that.

So, anyways. I’ll just act as if this entire database I want to … That’s not what I wanted to do. I’ll act as if the entire database is what I want to update the custom fields for. So here’s what I would do. I would essentially go to [00:04:30] export and that’s going to generate a CSV. I said I was going to talk but I’m just going to walk it through.

So now I’m going to import from a file, and I’m going to import that same CSV right here. I’m importing the CSV, but when I do that, look at this. You see contact record created has a column and of course ActiveCampaign wants to map it to its field. So, [00:05:00] right here is where I can use a new field. See, add new field, and then I can set the type right here. Let’s just do it. Text input, and I could say new date. I’m just going to call it a new date, so now the contact record created date is going to go under here, but let’s do something that actually makes sense. [00:05:30] Let’s go to last open date. I should have that stored in a custom field I believe. I think I did. Remember? There it is. Oh, but that’s a date field. No, it’s a text. Yes. All right, great.

So the last click date or the last open date I’m going to store into a new field, new date. [00:06:00] So now I’m essentially going to copy this text into a new field, and update, and import. All right? So in the background it’s going to do its magic, and now, as you see, I mapped an old field to a new field. That’s step number one. That’s method number one, Steve, just so you know. So, just let me know. Did I do it? Oh, oh, oh. [00:06:30] What did I miss? Oh, I’m sorry. How did you obtain this list of emails? Office hours. They should have made these red. When did you last send emails? Who knows? All right.

You definitely need to be more descriptive than that, but these are all ActiveCampaign contacts so it doesn’t matter. These are not real leads so nothing is going to happen. I just [00:07:00] wanted to show you this. All right? So now I’m going to manage contacts, and let’s just see. We should now see that that is the case. Let’s take Phil and the last open date was August 8th, and the new date is August 8th. There it is, so we essentially stored it. The reason why the formatting is different is just because this is the text version of a date field. So any time [00:07:30] you import from a CSV it’s not going to maintain its initial value or the initial format. That’s why it had in parentheses text because that’s how it would be written.

That’s one way, so now you see how I’ve copied from last open date to new date. That’s probably the quickest honestly. That’s probably the fastest. As you saw, I just went to export and then just went straight to import, and you can do it. The thing is, Steve, you can do it [00:08:00] with any segment. So if you go to saved searches, advanced searches … No, that’s not what I want to do. If you were going to your list, let’s say you created a segment. I’m just going to pick a random list here, segments, and let’s say I wanted to do Ros’s segment. I don’t know if this is real because, view [00:08:30] contacts, a lot of this stuff is just testing in my account. Okay.

So anyways. If it wasn’t a specific segment, so let me just say un-engage for 60 days maybe. All right, great. So I’ve got 18 people who haven’t engaged in 60 days. If I wanted to just copy their fields, I would do so right here at 18 hit export. It’s only going to export those 18, and then I would import them and map them to the appropriate field. [00:09:00] Yeah, so that’s one way.

The second way is a bit more advanced, and I’ll show you what I mean. This is going to utilize a webhook, all right? So let’s just see how the two go, how the two work well or if they work well together. All right, so Steve custom field, and essentially we’re going to say by any start trigger, [00:09:30] we can have it be a tag or we can add them manually, right? But essentially we’re going to say, when they enter this email or when they enter this automation, copy a custom field over. So let me do this. For everybody logging on, welcome, and if you have a question, don’t hesitate to ask it any point.

All right. More. Chris, can you map that field to the default value of another field? That way I can include [00:10:00] the field someone else entered in a form to a contact by leaving the field blank. I almost understand what you’re saying. It won’t be the … maybe default value is throwing me off. Can you map that field to the default value for another field? No. The only way you can set a default value is by using it, is by setting [00:10:30] it in the form. You can just set it to the value, but if it’s its first value then that’s essentially the same as the default value. It just really depends on the use case. You’re saying that way I can include the field someone else entered in a form to any contact by leaving the field blank. Yeah. I would do it with an automation, Steve. I [00:11:00] almost follow what you’re saying, but it sounds like you want to be able to set the default for another field at will. Okay. Okay, great.

So if we want to set that default value for another field at any point in time, this is probably the way to do it. When a form is filled out, so maybe we could have a start trigger that says, “When the form is filled out,” and we’re going to take that field value and then apply it [00:11:30] to another contact we’ll say, but the question is: How would I write that? Because this is going to trigger for that specific contact. How do we update the entire database or specific contacts with that?

Oh. Yeah, because it’s not the form. It’s not the contact who submitted [00:12:00] the form, right? One contact is submitting the form and you want that to update the field of another contact. Yes, I get it. I get it now, Steve. Because the way that I was going to show you an automation is just going to leverage the contact that filled out the form. They would be able to change, swap custom fields within their record, but not another [00:12:30] contact’s record.

You know what? This would have to be manually. This would have to be manually, Steve, and the reason being is because to pull this off you would need some sort of relationship linking that says any time the parent contact is updated, update the children or update the linked contacts. [00:13:00] For now … Let me think. And there’s no way to send multiple contacts through. So here’s where I’m vacillating back and forth, everybody. A contact has to trigger an automation themselves, so all of these start triggers are triggered by contacts, and you know what we [00:13:30] could do? We could … Nope, not fill changes either. So the contact has to meet this criteria, and when the specific contact meets the criteria, they enter in. What we want to do is we want to say, “Hey, when something happens to contact A, we also want contact B to get updated.”

That’s a interesting use case, Steve. [00:14:00] Let me see. Okay. I send out a daily email that includes content from another user. For now, I’m going to manually update the default field. Yeah. This is a really good question. I have to give it to you. This is a good question, and I’m glad you asked it because now you’ve got my mind going on how to do this. So I’ll keep thinking it over. I’ll ask internally, Steve, and I’ll let you know what we come up with, [00:14:30] but, yeah, as of now it looks like you would need to do it manual because you can’t, yeah, the contacts they’re all isolated and we would need some form of linking. Okay. Yeah, yeah. No problem, Steve. No problem at all. Thank you for asking, man. Thank you for asking this question. It now gives me something to mull over and think about.

All right. Let me see. Email, email. [00:15:00] It actually looks like we’ve got a light week, so at this point the floor is open, everybody. If you’ve got any question or any concern … You know what? As you get your questions, I do want to work through this copying one custom field to the next on the same contact record using a webhook just because I haven’t done it, so let’s go and let’s try it out. So I’m going to drag a webhook. I need a URL, so I’ll jump over to Zapier [00:15:30] and make a zap and essentially we want to do webhooks. Hey, if this is your first time seeing webhooks, I recommend … Ew, you’ll have to wait until I can find that office hours, but I did a office hours on webhooks that went over how to do all of this, so I’m going to go through it rather quickly, but just know there is a office hours training on it. I’m going to copy the webhook here, [00:16:00] go back, and enter it here. All right. Save.

Okay. Make this active, and now it’s going to look for somebody to go through. So what I’m going to do … everybody knows who I’m sending through here. Yeah, everybody knows. Good ol’ Phil. This is how you set a webhook up. [00:16:30] I’m just making the connection of the data from ActiveCampaign and Zapier, automations, Steve. All right, you start that. Okay. They should now at any moment, Zapier should receive. There we go. It has received me. Okay.

Now from there I’m gong to choose ActiveCampaign and say update a [00:17:00] contact. Create update. All right, and my account is going to have me select a list. Listen, everybody. This is where it gets tricky when you have a whole lot of lists because now you’re like, “Uh, which list do they exist on?” Okay, so general communication. [00:17:30] You know what I’m learning with more and more people that I train how to use lists and tags and everything, as everybody knows, I’m a master list guy. That’s just how I was brought up in the space. I didn’t use lists to manage people, so I don’t want to deter you from using lists in ActiveCampaign because they have their purpose and it’s message types, but also you can have, since you’re not charged, you know, like in email marketing, since you’re not charged for every contact on a list, [00:18:00] meaning every contact that exists on multiple lists is just one contact. So one contact could be on five lists. You’re only going to be charged for one contact, whereas in email marketing you’d be charged for five contacts because they all go by lists.

In here, you want to use lists as message types, so any time your messaging changes drastically, use another list, or if you’re integrated with a specific third-party tool. But you can still be true to the multiple lists and still maintain a master list, and the reason [00:18:30] why you would have a master list that all your contacts exist on is for reasons like this so you can target one list and make sure that it updates for everybody.

So with that being said, let me grab my email. That’s all I need, and now I’m going to go to new date. Where is it? Where is it? Zapier is not my friend right now. [00:19:00] How about this? Contact status. I am going to fill with the date field. Last open date. There we go. So now I’m going to put the last open date into the contact status field. Do I really want to? Let me see. Is there another … How about this? Birthday. That’s better. Okay, so I’m going to submit the last open date value into the birthday, so I’m copying [00:19:30] from last open date into birthday, all right? Yeah, into that field, and I’ll hit continue. I’m going to skip the test because I don’t want it to fire on my test. I want to do this real custom field, copy, and, everybody, it looks like I may have got this my first time through. Do I want to put it in a folder? Yeah, sure. Webhooks. And see it on the dashboard.

All right, [00:20:00] so at this point let’s take a gander at Phil. Where’s my birthday? There it is. So, 1980. I don’t know how that got in there. So, anyways. 07/071980 is what it is for right now. That seems like a default, like a very system-created default. Maybe that’s what happened when I created the webhook. All right, so what I’m going to do is, [00:20:30] not do that. I’m going to add me back to that automation, so you now see I’ve gone through it a second time. I’m going to wait over here for it to tell me that the automation was complete, unless this is it. Did it go that fast? There it goes. All right. So now it’s completed, and now I should see, in birth date I should see a different value. I should see the last open date value actually. [00:21:00] There it is, August 1st, 2017. The last open date is August 1st, 2017. There we go. Look at that. That wasn’t too bad. That wasn’t too bad.

So now every time I want to copy that custom field into another, I’ll just add them to that automation, and if I go back to that automation, I can now add a start trigger [00:21:30] and say any time they have this tag or any time this happens, copy that field over. So this will be really good, for instance, if we said somebody subscribes to any list and only run once, and if we wanted to let’s say store the maybe …

Okay, how about this, everybody? How about this for a use case? Maybe we were storing in a custom field the placement in which they use the [00:22:00] form on our website. So we have three forms, one for the sidebar, one for after a blog post, and one for the footer, and based on those locations we have that stored into a custom field that says source or something like that, like website source. Okay? What we want to do is we want to maintain the value of the very first source but then let that field be overwritten over time, [00:22:30] and what that would do is it would protect the data of the very first thing they did and then the field that has the source would be the last thing they did, right? So if the two are matched, that means they only did one thing, but if the field stored …

It sounds very complicated actually how I’m describing it. Let me see if I can map this out. Just hooking up this tablet, everybody, to see if I can [00:23:00] draw this. Let me know if this makes sense because I don’t want to confuse everybody. All right. Some stuff makes sense in my mind, and the second you start talking about it it’s just like, “Uh, that sounds confusing.” So let’s go here. Let me do annotate format, make it bigger, draw. All right, does it work? [00:23:30] Almost. How about this? All right, that’s better. Okay, and let’s not use red. Red is just kind of abrasive. Okay.

So let’s say you have a website source in one custom field and then you have another custom field that’s called ” [00:24:00] first source”. Upon the first time, first opt-in, what we want to do is store that value in the first source, and then never touch that field again. Okay? So this happens one time only. So if this is Facebook, let’s say that’s [00:24:30] Facebook. No, that doesn’t add up to what I said. Let’s say footer. I’m sorry. Footer, because I said sidebar, blog post, and footer. So in this case, the first time, this says footer so it stores it in footer.

Now remember, I have this start trigger set to only run one time, so this is only going to happen [00:25:00] once. That’s what this webhook is going to do, right? This webhook is essentially going to perform these actions. Let me do this. The webhook is going to perform those actions, but it’s only going to happen once, so the only way for the first source to get a value is from this happening by setting this trigger to run only once. So since we have it to run only once, this happens. It takes a custom field [00:25:30] A … oops, that was bad. There we go. Custom field A and writes it into custom field B, and it’s never written again. So now this field becomes protected. Come on tablet. Okay? So now the first source field is protected.

Now, what happens when sometime later they opt in [00:26:00] for something else? And this time what they opt in for is the sidebar. Can barely see that. Guess what? This is not going to trigger, this automation is not going to trigger. This value is going to stay at footer, but now the source has changed to sidebar. So this is going to tell me, “Hey, the first thing they did was opt in at the footer.” Maybe [00:26:30] a better case would even be saying the name of the resource they downloaded, so for now we’re using placement though. So the first time they opted in it was on my footer, and the last thing that they did …

Now, if they did something in between I wouldn’t be able to see that because I’m only going to be able to see the most recent and the first, and I’d say, “Oh, and the most recent thing they did was opt in to my sidebar,” so maybe that’s information that’s telling to us. Maybe this is [00:27:00] a certain type of customer that we want to duplicate or emulate more customers like them, and we say, “Okay, where did this customer come from? What did they do?” And you say, “Oh, they opted in in the footer, so let’s run a custom search on everybody whose first source is footer and let’s see if there’s a trend.” Now you see, “Oh, my gosh. 85% of people who opt in as the first source being the footer go on to purchase our program. [00:27:30] Let’s investigate.” Then you look into it and you say, “Oh, wow. It’s how it was worded,” or whatever. I don’t know. But this is a use case, this is a use case that we often get for when people want to, for the reason why people want to copy one field into the next.

All right, great. I’ve got, let me clear that. I’ve got one more question. Let me see. Okay. [00:28:00] Okay, nope, this is not a question. All right. That’s just a link. All right. Yeah, so with that being said, if you all have any other questions, let me know. We’ve got 20 more minutes, so if you have anything pressing let’s answer it. If not, that’s fine. Listen, everybody. That’s fine. I’m glad that you all are rolling and moving in your business, and sometimes you’ll have those weeks where things [00:28:30] are just working, so no harm there, but I am here if you have any questions. If not, I won’t belabor the point and hold you longer than I have to. I know you all have businesses to tend to, and in that vein there is something that I would like each and every one of you to take some time and read because it’s something I personally put a lot of time into creating and drafting and formulating a method [00:29:00] to hopefully scale across our database of followers on how to get started with lead scoring.

Oh, hey. Rachel. Hey, Rachel. Let me put your question up here, Rachel. Oh, yes. Great, here we go. Oob’s got one, Megan’s got one. Thanks. I need to get more done and then I will know more questions. Oh, okay. Yeah, Megan, no problem. Yeah. Keep going. Keep going, and maybe [00:29:30] something will stem as I’m answering these last two questions. This was Rachel. Rachel, yep. I love it. I love to hear movement being made. All right. Hi, Chris. This is a beginner question. No, it’s fine Rachel. You never have to preface it because you would be surprised at how many advanced people have this question. Could you please show me how to export my list to an external source? Yep, absolutely.

So if you want to export your list, you [00:30:00] go to contacts, and then you select the list. So I’m going to do general communications and updates. I’ve got 19 people on this list. If I hit export … I know it’s tempting to do this, check the box or do edit all. I know it is, but how an export works is any contacts that are currently visible in the search or in the contacts field if you hit export [00:30:30] it’s going to export those contacts, so that’s how you would export it to an external source being a CSV file.

All right. Here we go. She’s got a follow up, a clarifying question here. Let me just put it up for you. I’ve decided to manually email people on our list right now, and so I want to capture the name in email fields. Sure. [00:31:00] I decided to manually email people on our list. Yep, so you’re sending the email from their personal profile, and you want it to capture the name and email fields. I’m not sure. I almost follow you, Rachel. How do you want to capture the fields? Are you saying you just want to update them manually yourself after they’ve responded, or do you want to import their name and email [00:31:30] fields? Let me know.

I want to import their name and emails. All right, great. So, yes, yes, yes, yes, yes. All right, so you want to import your list from an external source, so what we would do is from whatever source … Other question is how would you do that? I was … Oh, okay. [00:32:00] So essentially what you’ll want to do is the source in which all of your contacts are coming from, you’ll want to make sure it’s in a CSV format. If it’s in a CSV format, then we can leverage how I showed you all earlier, and that’s by clicking import and do import from file and selecting this CSV, so watch this. Let me just show you what this CSV looks like. [00:32:30] Where is it at? Oh, it’s going to open in this program. I don’t want it to open in that program. Bear with me one second here. It’s trying to open in the wrong program. Or in Finder. It won’t let me open Finder for some reason.

There we go. All right. Let’s open this with Pages. Be a bit easier to read. All right. Where is it at? [00:33:00] Oh, that’s terrible. It’s not easier to read, everybody. I wanted to do it in numbers. Sorry. Numbers. There we go. All right. So this is how it looked when I exported the contacts from ActiveCampaign, but the important piece is that this is a CSV file and that’s a comma separated … [00:33:30] I forget what CSV means, but each of these columns is essentially a comma in the sheet, so what I’ll be able to do now is import and each one of these headers is going to be an option for me to select where to send the data. You see that? So podcast, topic, department, manager, just everything, all of the custom fields, so you’ll want to make sure your platform allows you to export those fields. There it is, comma separated values. Thank you.

[00:34:00] You’ll want to make sure if you’re coming from [Monkey 00:34:04] Mail or some other email provider or marketing automation platform, you’ll want to make sure that it provides a CSV, and then with that CSV it will look something like this, okay? Not that you’ll ever need to even open it, but that’s the file that we’re going to import, and then when I select it you’ll see that I can now map first name [00:34:30] to first name. This is the column, first name, last name, phone number, and this is the field in ActiveCampaign I want to import them to.

And you’ll go down here, and all right, so I want to important names and emails from ActiveCampaign to some software that will allow me to easily track this info and manually … Oh. Well, yeah. So the best way honestly … Let me put this up here. [00:35:00] The best way for this, Rachel, is to use integration or do the exact opposite of what I just showed you. Export these leads and import them as a CSV into your other platform, but what you’ll want to do is when it goes to import, depending on the platform, it may be listed down here already and you just select it, and once you select it and the integration is set up, then it’s automatically going to send [00:35:30] leads to that platform.

So if you want a platform to recommend to … What are you trying to do? You want to import the names and emails from ActiveCampaign to some software that will allow me to easily track this info and manually email them. I would just use ActiveCampaign’s CRM if you want to track and email them. No need [00:36:00] to add an element of difficulty. Like, for instance, Alex, he’s in our deliverability. I can go here and send an email, and whatever email I send here I’ll be able to track it in recent activities. And not only that, I’ll be able to track other activities that Alex does as he engages more and more with my website since I have site tracking, if I’m understanding your question correctly. But that’s exactly what I would do. If [00:36:30] you’re going to manually email, use this. Just send a personal email from the contact record.

Now, if you’re saying you want to mass email manually to a list of people, that’s different. That is going to depend on, whatever platform you use it’s really going to depend on how those contacts exist, how they came to existence in your database and how often [00:37:00] you’ve emailed them and the relevance of your messaging to them. We covered a couple office hours. Last week actually we covered deliverability, and I think maybe this is where it stemmed from, the deliverability thing.

Okay. All right. These are older leads and I didn’t want to risk getting flagged. Yes. Okay, great. [00:37:30] Yeah, yeah, yeah. Exactly. I just want them to … Okay. So let me put what Rachel is saying. So Rachel used a CRM. Absolutely use a CRM to do this because any other tool is just going to add a level of complexity. You don’t need to be sending leads back and forth since ActiveCampaign can do it all. Yeah, yeah.

Just so you know, a personal email like this does not get, it does not hurt [00:38:00] your deliverability, and the reason being is because this email is going to come from you. You’re literally sending a personal email. See that? It’s my username. I can’t change it. There’s no unsubscribe link. You’re essentially sending this email on behalf of yourself just using ActiveCampaign. Yep? So if you do it from the personal record, not in automation or not through campaigns, if you just go to their record and hit send email, you’ll be able to email them, yep, and keep track of [00:38:30] when they respond and everything. Like you’ll see it here: campaign has been opened. You’ll see all of that information right here in the activity feed, and if you want to filter by it just select emails.

While we’re talking about filtering, the difference between emails and campaigns, campaigns are sent as broadcast and/or automation emails. Emails are our personal emails like these, so you’ll be able to see all of that activity, Rachel, yep, right on the contact record. Yep, [00:39:00] exactly. And you’ll be able to track them. You can add tags and everything. A lot of people use our CRM for that. That’s the thing about ActiveCampaign. We’re not just limited to emails. I know a lot of people use us for that, but, yeah. A lot of people use the CRM to manage all of their contacts, because remember people are making phone calls. They’re making phone calls, they’re setting up meetings, they’re adding notes. You can add a note to the contact and just keep track. [00:39:30] You want to keep track of that contact throughout the process, and then at any point where they do go and opt in to something you’ll see it right here. You’ll see which list they’ve opted into, and then that will enable you to be able to start sending them campaigns and automation emails. Yep.

Yeah, yeah. No problem. Rachel says she didn’t know much about the CRM, so it’s great to have this overview. Yeah. Yeah, the CRM is very strong. It’s not just our deals. It’s the overall ability [00:40:00] to manage your contacts beyond email. Yep. Oh, great. Great. Megan says she’s glad to know about the CRM, too. Yeah, it’s something that I will admit when I first started using ActiveCampaign, I ignored it. I was just like, “Oh, I just need the marketing automation,” and now years later I can’t live without it. I mean, I do so much management of contacts using it and using deals to manage [00:40:30] processes and everything else. I really don’t know what I would do without it. It’s one of those things where it’s like, “Oh, if ActiveCampaign ever kicked me off and I had to stop using it, it would be a very tall glass to fill, tall order.” Everything that it’s doing for me, so I’m glad that I don’t have to worry about that.

All right. So where do I go to get started with it? Under contacts I see. [00:41:00] Yes. Rachel says, “Where do I go to get started?” So for the CRM, it’s twofold. You’ve got your contacts. You can manage things at the contact view right here, and then the second piece is the deals. Now the deals part of the CRM is for plus plans and up, so the plus plans start at 50 bucks a month and go up, and now Rachel what you can do is you could even create a pipeline [00:41:30] that has the stages saying personally emailing, has opted in, or personally emailed, in contact with, and has been added to list. In fact, let me just show you what it would look like. I don’t know why I try to explain this stuff without just showing you. Okay?

So we’ll say personally emailing, and then in contact [00:42:00] with, and then we can say something like, “Subscribed to list.” All right. I’ll just call it Rachel. So now if I go to a contact and let’s say I send Alex a email. So I send him an email. When I send this email [00:42:30] I could have an automation that creates a deal and adds them to that first stage that says, “Personally emailing,” so I could select that here. So when I send the email, add him to this automation. So now when I’m done sending this personal email, it’s automatically going to add him to an automation that’s going to create a deal for them and put him on the first stage. I think I’m all over the place.

[00:43:00] You’re not seeing it, but just know that’s what’s happening in the background. It’s going to create a deal for Alex right here and says personally emailing, and then when Alex responds we’ll move it over to in contact with and then when they subscribe to the list we’ll move it over to subscribes to list, and anybody on this stage is now able to start getting communication. So, yeah. Oh, okay, Steve. Steve said he got to go. Have a good one. And then we don’t have this plus plan yet so we’re just … [00:43:30] Okay, that’s fine, Rachel. You can still email him. You can still email him from their personal account and manage the conversation that way, yep. Yep, you’ll still be able to do that. So let me see here.

Oob had one. Yeah, it’s crazy, isn’t it? I mean, there’s a lot of functionality, Rachel, in the platform. Everybody, take your time learning the platform. It really takes [00:44:00] some time. From the most experienced to the beginner, neither can afford to rush through it, so take your time. Don’t feel like you have to use everything. Don’t feel like you have to know everything. The important piece is take your time and implement on small things and just keep adding and adding, and as you start using ActiveCampaign for more and more, you’ll start discovering that it can do more and more. Just don’t try to make it do everything out the box, okay?

All right. [00:44:30] I’m going to put your question up here. Excuse me. Oops. I didn’t know there was another one. All right. Let’s go here. Great. All right. He’s got a sales page and a checkout page, each triggering automation upon the contact visiting them. The sales page visit triggers an email followup series after [00:45:00] a day. So they visit the sales page and after one day they get an email, and say for three days and ends with a goal that … All right. Just so everybody can kind of visualize this, you want to … Oh, here real quick. Oh yeah, I got it.

So just so everybody can visualize this, Oob has a sales page. When someone visits that sales page and does not have the customer tag, what he’s going to do is the next day he’s going to send them [00:45:30] an email for three days spread apart. Three emails spread apart for three days, right? The goal is to get them to purchase. “Hey, you visited my page. Hey, did you have any questions? Hey, did you want this discount? Hey, did you want to set up a time to talk?” Whatever those emails are to push them to become a customer. So that’s one.

Then the checkout page visit triggers a cart abandonment email followup series after 30 minutes, then three hours, [00:46:00] and then adds the cart abandonment tag and ends with a goal purchased it. So imagine you visiting the sales page is one event, and then you visiting the checkout page is another event. Both of these events serve as start triggers to two separate automations, and the goal of both automations is to get that person to buy. Okay? You following? Very powerful stuff.

If a contact visits the sales page and clicks through to the checkout page, [00:46:30] immediately they are now in both automations concurrently. I want to ensure that when the contact visits the sales page, later on they don’t receive both the sales page and checkout page messages. I want to prevent that with a do not disturb tag in the checkout page followup automation. All right, so with this one, yes, I can answer this under 20 minutes. I can answer it under two. What we want to do is we want to set the priority of which messaging we want them to receive over [00:47:00] the other. Of course, the priority is going to be whichever step is closest to customer, which is the checkout page.

So if they’re in the checkout page automation, then you want to end the sales page automation because at that point they’re further along the journey than the sales page and all of your sales page [00:47:30] emails are really going to be dated in the sense of that they’ve already visited the checkout page, because essentially the sales page is to get them to go to the checkout page because that’s how they become a customer, and if they’ve already reached the checkout page then now we don’t have to worry about the sales page messaging.

So what I would do … Oh, there’s a couple ways I would do this, but I’m going to do it the straightforward way. I am so tempted [00:48:00] to go … There’s another way to do this that may be, but that’s outside the breadth of this question, so this is right. Let me say, ah, visited web page, Bill Con. I’ll do … No, no, no. Let me do this. Oob’s got masteringmarketingautomation.com and it’s sales page. No, no, no. Checkout. There we [00:48:30] go. And then there because you’re going to probably have and maybe we want it to run once or every time. I’ll just use it for once now. All right, so now that they’ve gone to the checkout page, look at what we’re going to do everybody. After 30 minutes, so we want to wait for 30 minutes and before I start putting in actions, [00:49:00] remember … All right, so Oob says, “Just to clarify, I was thinking if they had been in cart, then I would like them to still receive all unreceived sales messages.” Okay. All right. All right, that’s fine.

So we’re going to wait for 30 minutes, but the next thing we’re going to do is do a goal, and we’re going to go a little over. I’m going to go five minutes over for this one. [00:49:30] Tag is customer, and below when they reach there we’ll just wait so we can see how many people have gone through below. All right. So now the goal is if they’ve purchased … When they visit this checkout page, they’re not even going to hit wait for 30 minutes. They’re just going to skip everything, but if they have not purchased after 30 minutes, I want to send them an email. [00:50:00] Okay. Hey, what happened? And I’m doing all of this just to show you all … We’ll say checkout. Checkout page.

Here what I would do before anything [00:50:30] is I would have said end other automation, and for now we’re just going to act like this is the sales automation. So now they’ve stopped in the sales automation. They’ve stopped that one. They’re going to wait for 30 minutes, send an email, and then we’re going to wait for three hours. Check this out, Oob. I’ve got it for you, man. We’re going to wait for three hours and then send another email. [inaudible 00:51:04] [00:51:00] for you. Okay. Then at that point, at this point maybe we want to give them a day. We’re going to wait a day, give them some time to respond, and if not, now we’re going to start the other [00:51:30] automation. We’re going to start this automation, which is the sales automation, okay? We’re going to start automation 145. Maybe they were receiving the sales emails, and then we said stop. Don’t receive them anymore. Let this process takes its place, and then we’re going to send them back into that [00:52:00] other automation.

Oob, he said the penny just dropped. I think you know where I’m going with this one, but what I would do now is in my other automation, and we can pick this up next office hours, but in my other one I would just use, you could either use if else our goals that goes to the has been sent email action, and if they’ve been sent the previous email then don’t send them that one, [00:52:30] and they’ll go through that whole sequence until they’ve seen … Yep, has been sent, and they’ll go through that entire sequence until they’ve seen every email. Really good case here. Really good case.

We’ve kind of encapsulated them. We can call this the encapsulator. The encapsulator, hey. I am going to name it that, the encapsulator. What [00:53:00] we’ve done is we’ve stopped what they were doing in that automation and we’ve encapsulated them to this process. We said, “Hey, wait a minute. You sales page automation stop. I have priority here. I need to send them these two emails because these two emails may do a better job at selling them.” Guess what? Since we have the goal as purchased in both this one and the sales page, it doesn’t [00:53:30] matter if we were to send them over to the other automation and they purchased because they would just achieve the goal at the bottom and skip all the emails anyway, and just here. If this 30-minute email is effective and they buy, they’re going to jump all the way down to the goal and never enter the other automation ever again. They would have ended that automation forever.

Yes. Oob says, “Much more elegant than the do not disturb tag.” You know what, everybody? I’ll say this in ending, [00:54:00] and I say this to help you all in your journey as automaters. When I began marketing automation, I was a tag guy to the T, partly because of the platforms I was using, and now that the more and more mature that I get and just understanding more so of the use cases over the tools to implement them, I’ve found that [00:54:30] I have … Oob, I just realized this by reading your comment. I have migrated away from being so tag heavy. If you pay attention to the space right now, everybody is coming in and they’re all talking about tags. “Hey, tags this, tag that, tag this,” and I get it because certain platforms all they have are tags, but in here in ActiveCampaign it’s so flexible. It’s just like, “You know what? Unless I need that tag to tell me something [00:55:00] on the contact record, don’t have to use it.”

I mean, check this out. Like I can stop them and then start them and use has been sent to let them pick up right where they left off, so kind of like a pause and resume is really what this is pulling off. Oob, great, great use case, and I will be excited to hear your reporting on the effectiveness of this because I love it. Like I said, you’re prioritizing where they’re at. If they’re on the checkout page, [00:55:30] they’re closer to purchase, so stop those other emails and talk to them where they’re at.

Oh, my god. I’m going to take one more minute to explain this because this is … Megan says this is very helpful as well, Oob, because this is important, everybody. Let’s strip the use case. Oob provided an amazing use case. Let me just speak to the use case real quick again, and then strip it. Oob has said, “I have two important events: sales [00:56:00] page visit and a checkout page visit. However, of the two, one is greater. My checkout page is greater than the sales page.” So instead, now remember responsible marketing, Oob is thinking about the experience of his user. “I don’t want to overwhelm them with emails, nor do I want to mix my own communication and kill my conversions. So I want to speak to them at the point in which they most recently have acted [00:56:30] the closest to the goal in mind.”

Right? So if they’re on the checkout page, you’re closer to the goal, so let me pause all communication before that, which is my sales page, and so I can talk to you where you’re at. Then once I’ve talked to you where you’re at and that hasn’t worked, now we’ll go back to where you were because you can argue where they were at one point [00:57:00] was essentially … This is going to sound weird. Where they were is where they were at at some point, so now we’re just going back and saying, “Hey, I saw that you went downtown. You’re downtown now. Let me talk to you as in downtown language, but you came from home to downtown. Since you are here downtown, I talk to you like you were in downtown, and when you went back home I talked to you like you were at home.” Oob is saying, “You’re on the checkout page. I’m [00:57:30] talking to you like you’re on the checkout page, and after that I’m going to talk to you like you’re on the sales page because that’s where you left from.”

So now let’s strip the context and talk about the theory and approach behind this. This is why it’s very powerful is in your marketing, everybody listening to this live and in the recording, in your marketing challenge yourself to prioritize your voice. Your marketing campaign, your funnel, whatever, [00:58:00] the sequence of steps someone takes to buy your product or some end goal is linear. Very much linear. You should say the closer to the purchase action, the more prioritized that messaging is. I’m making you all smart marketers right now. So what does that mean if registering for my event is closer than someone opting in for a free offer? [00:58:30] I would propose to you that use the same approach that Oob said, that Oob has brought to the table, and suppress any communication that can confuse communicating to them at where they are.

So when they register for that event, all of the communication should shift to, “Hey, welcome to the event. This, this, and that,” right? After the event, yes, you can let them resume where they were if need be, but [00:59:00] if you do it right most of the time they’re going to convert and they’ll never need to go back. Even though we’re using this with checkout pages, this is the same thing. I could do this with a follow up.

Maybe somebody downloaded a lead magnet and they’re part of a follow up and then they visited my checkout page. Now, I want to say, “Whoa, whoa, stop the followup,” right? Like, “Hey, me of followup speaking, stop. [00:59:30] Just shut up.” It’s okay to tell yourself to shut up. Like, “Stop it.” They just did something that’s further down the line. This action they just took is closer to buying. I need you to be quiet really quick so I can speak to them where they’re at right now, and I promise you if me speaking to them where they’re at doesn’t work, I’ll let you continue to talk to them. That’s what this is. That’s what this is [01:00:00] right here. Yep. Great, Oob. Yep. He says, “Same with product specific versus master … ” Absolutely. Absolutely. Product specific, yes. Yes, Oob.

So I took a little extra time there. Forgive me y’all for running a little over, but we started late so I can do this. I’m probably right on track actually. I don’t feel bad at all now. I just feel bad for the fire drill we had beforehand. I want you all to grab the concept, because a lot of times with [01:00:30] powerful platforms like this it’s easy to start building out these automations and before you know it we’re bombarding our contacts with information, valuable information, but at a rate in which they can’t consume. So valuable information that’s inconsumable is essentially going to hurt us. So if I’m sending valuable information, if I’m giving you something of value [01:01:00] that you can’t consume, I’m really hurting you. I’m no longer helping you. Can you imagine just continually feeding somebody healthy food? Like, “Just keep eating this broccoli. Keep on, keep on.” At some point, they’re just going to be so bloated and gassy they’re just like, “Look, I know it’s good but I just can’t take anymore.” Thank you, Rachel. Rachel agrees, Oob, too.

I love you all who have stayed with me until the end, because this is very important. We have [01:01:30] to be careful with the amount of valuable messaging that we’re sending our contacts at any given point. Automation is here to be your friend or your aid, your facilitator, to do exactly what we’ve outlined here for Oob in saying, “Look, let me stop. I don’t want to overwhelm you with emails anymore,” because really the goals of emails are to progress them forward. The goal of email is not to send it to say to people, “I’m sending [01:02:00] emails. Look at my open rates.” No. The goal of an email is to progress them to the next step. So if they’ve already taken the next step, you can argue that email is no longer, it no longer has value because they’ve already taken that step, so don’t send it to them. Now we’re sending the valueless emails.

Now, what does that mean? That’s the definition of spam. That is my definition of spam, [01:02:30] sending an email with absolutely no value. So it’s not just people trying to be scammy and slimy. We can be spammers everybody by not paying attention to what people are doing, thus resulting in sending them valuable information that now has no value based on their action. Your business is valuable, but remember value has [01:03:00] an expiration date. You guys got me going. I’m just going to go with this because I want to complete this idea, all right?

Value has an expiration date, and that expiration date is relative to the action that they’re taking. So if I just visited a checkout page, your email saying, “Hey, what happened?” within 30 minutes of not buying has value because of the time element. Watch this, Oob. [01:03:30] What if I send that same message 30 days late. Same message. The value has been stripped because the timing was off. The time just obliterated the value of the email. So it goes back to this timing of everything.

Oob says, “Valuable communication out of sequence is bad.” This is true, right? That’s [01:04:00] how I want you all to think when you’re approaching ActiveCampaign, setting your emails up. For one, always think of the end user experience, always, and two, just make sure that you’ve got it mapped. You know your steps. You’re saying, “Hey, wait a minute.” At every step, everybody here’s a framework. At every step you should be asking yourself, “When someone arrives here, what communication do they need to stop receiving?” [01:04:30] Because the last thing you want to do is someone goes to your store, buys, and then gets an email talking about, “Hey, hurry up and buy.” That’s the best way to get a refund.

Now, like I said, when we have the timing element and the value matched up, that’s where we can start anticipating conversions and engagement. Okay? Like I said, I’m not saying your emails are not valuable, but you have to look at the timing [01:05:00] in which they’re sent. What is our key indicator of the right timing? Behavior. They did something. Now is the right time. Now when I send this email, the value will be received. It will be consumable, thus moving them forward. Forward progress at all times. All right?

That helped me out everybody, so I’m not just saying that to you all saying, “Hey, go [01:05:30] do it.” That really did help me out. In marketing, we can never be reminded enough about these little things, quote-unquote little things. They have huge impacts, and I hope that just by you listening to today’s office hours you’re better at your messaging, your mapping, and effectively your engagement, which will result.

Any time you raise engagement, you will raise product sales, so that’s another key for anybody. If you’re [01:06:00] struggling and you’re like, “I need more of blank,” whether it’s money, more email opens, more people in my community, whatever, you know what you need to do? You need to raise engagement. Engagement is the tide that rises all, okay? If people are engaging with you, you know exactly how you’re messaging is resonating, and it gives you the indicators of what to change and what to keep, how to speak, when to, but you need engagement. [01:06:30] Without engagement, none of it is possible. If you want to increase any given number in your business, the first point to start is with engagement.

Start with engagement. When people start engaging, you’ll be amazed. It’s not magic. It’ll seem like it. It’s not magic, but it will rise … All of your numbers will rise with engagement. The higher the engagement, the higher the satisfaction, the higher your accuracy of messaging, the higher amount of products you’ll sell, the higher [01:07:00] amount of actions and behavior you’ll be able to track that people are taking on your web assets. So there you go.

All right. Yes, yes. Oob said he’s going to work on his sales page automation and bring it back for us, and, yes, I’m excited to see it. This is office hours. This is a perfect example of it. I don’t come with an agenda. My agenda is to help you all, and sometimes gold just drops out. [01:07:30] I will just wholeheartedly admit that the last few minutes was really good for me, so thank you all for asking the questions and thank you all for being the reason we even got on this topic and we spoke on it in the depth that we did. So I want to invite you all back on Friday. Friday office hours is at 1:00 PM central, and you can attend as many of these office hours as you want, so don’t feel guilty, don’t feel bad [01:08:00] or anything for attending office hours as many times. Ask your questions if you want your questions to be prioritized. After you register, respond to the confirmation email with your question to ensure that it gets answered.

Thank you all for attending today, thank you for asking, and thank you for bearing with me as I went over just a little bit, but this was good. Please put this into practice, everybody. Please put it into practice. It means nothing, absolutely nothing as a thought in [01:08:30] your mind as, “Oh, that was good.” Write it down. Start mapping out your sequences, your steps. Think about your messaging, when to stop, when to resume, all of those things. Keep responsible marketing, or as we are starting to say more and more, automate responsibly, my friends. So I will see you all hopefully next Friday or this Friday at 1:00 PM central. Yeah, until then, take care [01:09:00] and I’ll see you later.