Office Hours – September 22, 2017

Recording of Office Hours hosted by Chris Davis on September 22, 2017.


Chris Davis: All right. Today’s questions, I have a few in email, or a couple, let me make sure. Okay, yeah, I have them. We’ve got a couple. Let me see, one, two, three. Yes. Ab, I want to start with yours, because, everybody, Oob did something really, really good. I want to show you all [00:00:30] the thought process. Let me pull up your automation. We called this automation in the last Office Hours the encapsulator. I really like that name, but essentially it was allowing somebody to go through an automation, stop their progress in a parallel automation or another automation that they were in, continue through this automation, and when you’re [00:01:00] done, you let them go back into that automation.

Hold on, let me see. I didn’t get this time stamp, all right. All right. So with that being said, the one thing that we didn’t go over is what the second automation looks like. I want to walk you all through Oob’s stop process, [00:01:30] because I thought the raw thought process was the most important. We do have a solution, and Oob came to it himself, but I think that the process in which he used to get here is really what’s worthy of being highlighted. I probably should have downloaded this beforehand, but that’s all right. We’ve got this, so let me pull this up, everybody.

[00:02:00] This was the first pass. This is the second automation. To put everything into context, Oob had both sales page abandonment and checkout page abandonment. We talked about we should prioritize which one, and we found that the closer you are to the product, that messaging should take priority from any messaging further away. Of course, this assumes [00:02:30] that you’ve done your due diligence and mapped out your process and everything, and everything has a sequence of step in an order. This was the first time, right? Oob sent me through here. Just a note, Oob … Let me put this up here. This is the purpose of it all, remember, the contact should only ever get sales messages they have not received before. [00:03:00] That’s huge, because that’s the guiding factor in an Oob stop process. Here, this is the automation, when we go in here.

So now they visited the checkout page, this is beyond the sales page, we want them to exit automation 145. so that’s essentially this one. Let’s say they’re here. Let’s say they’re at the second if-else. We want those in the automation, so they received the first email, [00:03:30] and we’re cued here. You know what, I should write, because I don’t want it to get confusing. All right. Mark said, “Increase the size of automation.” We’ll do … I think … mouse … All right. [00:04:00] Here.

Let me stay out for a little bit, Mark, because I want to give you the big picture real quick. Ideally, what’s happening is let’s just say, like I said, the contact comes in, so they start here. They come in and wait for a day [00:04:30] and get this email. They get this email, and right after they get this email, they go over here. Now, at this point, they visited the checkout page, and Oob said stop. Stop your progress in this automation. At this point this contact [00:05:00] is no longer in the automation, because we stopped it. So that means they haven’t received this email, they haven’t received this email, they haven’t received that email. However, they have received that email.

So when we get to the end of the automation and we hit resume, what we want them to do now is when we say start the automation, we want them [00:05:30] to pick up right where they left off here, so that they get this. We want them to resume right here, so that they can proceed down, get this email, and float through. That’s what we want them to do. At any point if they purchase the goal, of course, or if they achieve the goal, they’ll come out of here. Right when I saw this, I was like, “Yep, that’s exactly what I was thinking.” [00:06:00] You’d have to have the if-elses [inaudible 00:06:02], until I realized, oops, until I remembered that we wanted this functionality. We want them to be able to resume where they left off.

So when you look at it like that, they should never receive the message again. If we use this automation there’s no way to progress them back to the specific email. You see, this is a very linear process. So when they opt-in, they have to go down one of these branches. [00:06:30] We say, “Does the contact match the following conditions, have they been sent this email?” Yes, they have, so it goes and checks here. It says, “Have they been sent this email?” And it says, no, so we go down here and we wait for a day. Then they get this email. With that being said … Well, wait a minute. I think I may have misspoke. I didn’t mean to say this wasn’t right. Did I say it wasn’t right? [00:07:00] If I did … I’m just realizing what I said. Anyways, this is a way … Yeah, so when they come back in here … I know what I did. I know what I did. I forgot to annotate this part, that’s it.

On their second time through, they don’t go down that path … You know what, I should change the color for the second time. There we go. So this is their second time. Yeah, this is why I like the thought process. [00:07:30] Now this is their second time through, guess what? They go this way and get here. Oob is using … Everybody, if we were to … He sent me the image, but if I were to double click or click on the if-else, the if-else is using the has been sent condition. So Oob looking for have you been sent [00:08:00] the previous email. If yes, then skip down and see if you’ve been sent another email. If yes, skip down, other email, if yes, all the way to the end. This is a way of using if-elses to pause and resume, pause and resume by using a chain of if-elses. All right.

Remember, they went to the checkout page … Well, they visited the sales [00:08:30] page, and they started this automation. So they were getting sales communication to push them to the checkout page. They get to the checkout page, abandoned cart or whatnot, now we’re going to stop the sales communication and switch to the abandoned checkout communication to get them to try to purchase. If they don’t purchase and they finish the checkout abandonment automation, now we’re going to throw them back into the sales and see if we can get them back to the cart and make a purchase. It’s kind of this [00:09:00] bouncing back, but we didn’t want to have dual communication. So what Oob’s done here is he has essentially used these chains of if-elses to determine where to resume the person. It doesn’t matter when they’re added, it doesn’t matter when they’re removed, based on the stats of have you received this email, they’ll get it. Yeah. I think this was a good first pass. When I saw [00:09:30] this, I was like, “Yep, that’s exactly what I had in mind.”

Then right when I was thinking of another way to do it, I got another email from Oob. Mark, let me see, I’m just [inaudible 00:09:41] Yeah, yeah, yeah, sales page, not post purchase page. Yep, yep, yep, exactly. Exactly. We’ve got the sales page, Mark, with the button that goes to the checkout page. Yep, you got it. Right then I was like, “Yep, good job. This is what I had in mind.” But as always, we’re always challenging [00:10:00] ourselves. I was thinking, “I wonder what’s another way to do it.” Right as I was coming to, I got another email from Oob.

Let me see, let me check the time stamp here. I got this one at … Because I just want to give you our insight on this. 10:16, yep. Then you send me the first one. Let me see here. Why [00:10:30] do you make this so hard, Google? 11:06. So an hour later, an hour later Oob sends me this one. He entitled it, “A more elegant solution?” This is what that one looks like. Let me clear everything off. Oops. [inaudible 00:11:00] [00:11:00] Here we go. No, yeah, Mark, this is really small. I’ll zoom in just so we can focus on …

Now what we’ve done, if I can move this over here, is what you can see is Oob took our horizontal or horizontally growing automation and he made it vertical. These goal conditions that … You won’t be able to [00:11:30] read the text, the image itself is smaller, but you all get the idea. It’s the same start trigger, but instead of if-else I am now using goal conditions. What is my goal condition? Has been sent. Each goal is asking have you been sent the previous email? If so, right when … [inaudible 00:11:52] remember, get my tool going here, and remember [00:12:00] how goals work as you start here. The first thing you do you start here and you’re waiting right here. What you’re essentially waiting for is a goal under you to be true. The goal under you to be true or if not, you’re just waiting to go to the next step.

There’s two things that can happen. The minute you go down to this [00:12:30] step, you’re going to get the email, you receive the email, and then you’re going to satisfy this goal condition and like immediately achieve this goal and go down and wait for the next one. That’s how it’s going to happen if you’ve never been through this before, if you’ve never been through this process before. You’re going to go through it and just keep progressing all the way through.

All right. The next thing would be, [00:13:00] if you came in here and had already seen this, what does that look like, if you’ve come into here and you’ve already seen … Let me just see, you come into here, and I’ll just put a check, you’ve already seen that one. You’re going to come here, you’re going to wait, I think this is one day, you’re going to wait a day, and [00:13:30] what it’s going to do is you’re never going to wait a day since you already seen this, you’re going to achieve this goal. So you’re going to go, I’m going to say through, through that right here, and then of course go straight down here and automatically progress to right here. That’s if you’ve seen it. This happens for every subsequent email in the sequence, that’s the functionality of this.

Now [00:14:00] there’s two things to make this work. There’s two things to take in consideration. One is how the goals are configured, and two is when to wait. When do we want to wait? If we’re looking at the first one, how this goal is configured, we want to make sure that we … Well, we don’t have to. The difference here, we’ve done something some with the webinar series, the webinar reminders, and how we had these goals [00:14:30] configured is that you would wait here until the goal conditions is met. In that way they can progress to the specific date of the reminders that they needed to receive and not get previous reminders or not double or get outdated reminders.

Well, in this one, although it looks the same, it looks very much the same, check this out how Oob has this configured is as continued anyway. [00:15:00] Now that’s a big difference, everybody. I wanted to point that out, because this does look very much like our webinar series reminder. Let me see, these goals has [inaudible 00:15:11]. Yes, yep. This looks very much like our webinar series reminder, but there is a difference. These are configured, these right here are configured for … Uh-oh, what was that? I don’t think I have that [00:15:30] active. Let me get my [inaudible 00:15:32] active. Sorry, everybody.

These are configured to continue. But before we had them configured to wait. So we’re not waiting, we’re continuing, anyways. That means they get this email, doesn’t matter if this goal condition is met or not, [00:16:00] they just go through it and then wait for the next day. Then they get the next email, and after that email they go right through here and wait. But the benefit is that when they first come in here, if they’ve already seen any of the previous emails, they just get to jump. They get to jump that email, go straight through to wait and get the next one.

Yeah, I’m actually [00:16:30] going to jump into the ActiveCampaign and show everybody how to configure this, just so it’s nice and big. Let me do this. Let me clear it. Just making sure that it’s clear. Then the second thing would be when you want them to wait. So that was the second consideration. Once they reach a page or once they complete the trigger, do you want to send the email immediately or do you want to wait one day before you send the email? [00:17:00] This is really a personal preference, this is up to you, this is up to your use cases, but if you wanted the email to go out immediately, the wait one day would essentially be swapped with the email. In fact, all of them would be swapped if you wanted to get that … if you wanted them to receive the email immediately upon executing the start trigger.

Let me just show you all really quick how [00:17:30] those goals were configured. Mark, I did see your email, and yours is next, actually. I’m going to not use anything. Let’s see, look at that, name your automation here. This is the second time it did it. I like that. I haven’t read your email, but I did receive it, Mark, earlier. Oob resume goals, [00:18:00] I’ll just put that there. How it;s configured, how we would build something like that is we go here and put the wait, we’re just going to do one day, and then after you waited a day, you’re going to send the email, and say, “Sales abandonment number one.” Remember, when you’re naming, you want to be as specific as possible, so that you can easily [00:18:30] remember what it was you were doing. Then we’re going to grab a goal and say, “Has seen email number one.”

Here’s how it’s configured. We go into the the segment builder and go to actions, “Has been sent,” and what are we looking for? “Sales abandonment email number one.” Have they been sent that email? [00:19:00] If yes, we want them to, when it goes below the contact position, this is the criteria when it’s achieved, and if not, we want them to continue anyway. This is how every goal in that automation is configured, everybody. When I hit save, you now see that if they come in, they’re going to wait a day, and at any point in their waiting, and like I said, if they’ve already seen this email, they’re not even going to touch this wait condition, the second they get added, [00:19:30] they’re going to jump over and be right at this goal and go down to the next wait, which is … they’ll be here. They’ll be right here. If they’ve already seen the email and they’re added to this automation, this is the action, this is where their first action would be.

Both ways work, everybody. Both ways work, but I really wanted to walk you through [00:20:00] Oob’s thought process and really encourage you all to do the same. One thing about building our automations is if you have a team, keep your team in mind and the level of competency of your team. Now that sounds kind of harsh, so let me say their skill level in mind, because if you have somebody on your team that’s maybe helping with the [00:20:30] ActiveCampaign or whatnot and they haven’t quite grasped goals yet or maybe it’s somebody who … just the if-else logic, just seeing that helps them understand what’s going on better, the two achieve the same thing. There is not one that’s greater. This is just more clean. This is a lot cleaner, just to see everything in a linear flow, but if that’s going to make it difficult for you to communicate to your team, [00:21:00] like this is what’s going on, then by all means use the if-else version.

That’s the beauty of ActiveCampaign, there’s just so many ways that you can achieve the same thing. Part of it is having it look clean, and the other side of it is, making sure it’s easy to communicate, you can clearly communicate to them. Let me just put this up here. What you’re saying? [00:21:30] Oob said, “I had to go back to the if-else version after the fact and set the goal at the bottom left to trigger wherever they are in the automation, not just if the goal is below them.” Yes, that’s a good observation too, Oob, let me show that. My computer is fighting me today. This is what I was talking about. Here [00:22:00] he had this goal, he had to come back and add this goal, and by setting it to anywhere essentially it doesn’t matter where they are in this automation.

Ideally, since it’s below it … sometimes you may want to say anywhere, and well, by anywhere we’re saying here, if you go to a goal, you see where says below contacts position anywhere? If you’re ever confused, well, is this considered below, just use anywhere, [00:22:30] it’s the safest fallback. If you want that goal to be achieved regardless of what’s happening in the automation, use anywhere. This is what Oob went back and added.

Now remember, goals at the bottom serve as filters. They’re like filters, they really are. If you have a goal at the bottom of an automation, somebody has that condition true or set when they enter the automation, they’ll just jump straight to the bottom of the automation. That’s why [00:23:00] I say it’s kind of like a filter. So even if you had an automation and you added your entire contact database to it and at the bottom there was a goal that said, “If they’re a customer.” Well, guess what will happen, all customers would just automatically jump to the bottom and not receive any actions within automation, thus filtering the customers from going through the automation.

So that’s the strategy, we’re putting a goal at the very bottom, it serves as a filter [00:23:30] to whatever condition you have set. Oob said goals are so powerful, absolutely. Absolutely. Yes, yes, goal supersede everything. Oob asked if go supersede if-else, yes. Goals, they’re like warps, like jumper the movie, wherever you’re at, they’ll just suck you right to them, it’s like a wormhole or a warp, what is that, a black … one of those holes in the universe that just sucks everything [00:24:00] into it, that’s what a goal would do. No matter where you … Wormhole, there it is. It’d just take you, it’d just take you where it’s at. Yep, yep.

All right, great. Oob, thank you for sharing that. Thank you for sharing that process. I think that was really good. All right. Now, Mark, you had one, haven’t got to look yours through, Mark, but I do have it. All right, that one’s good. Mark. [00:24:30] All right. Mark wants to build … Here, let me see. You’re too kind, Oob. All right, let me put this here. Mark, I’m going to put your question up here. It would do that, I didn’t have the bold on. Well, your name wasn’t bold, why did it bold you, your question? All right.

[00:25:00] I want to build an automation on cancellation of an Acuity meeting, sends an email saying, “Hey, why did you cancel? Rebook, man.” In no particular words, like this, right? Rebook now, you bozo. “But only for a specific meeting type they canceled. I know I can create a separate set and filter for each meeting type, but I want to avoid upgrading, [00:25:30] yep, the Zapier account.” All right. “So if a contact has more than one meeting type booked, is there a way to identify filter the appointment type in ActiveCampaign.” Here we go, that’s the main question here. “Reason it can’t be some generic email for all canceled appointments is because I want to include a custom Acuity link for the specific meeting type which was canceled versus sending them the Acuity [00:26:00] catalog of meeting types.” Yeah, yep, yep, yep. “Page with about 12 meetings. Currently using a custom date field for each appointment type. Thinking of ways to use if-else goals tags to determine which appointment type they canceled and send matching email for that meeting. Also considering dynamic content in the email based on tags to show the Acuity link matching the meeting type they canceled.”

Not sure it can be done. Great question, Mark. [00:26:30] Here’s what, I’ve been doing event based automations a lot lately. Live events, webinar events, and I would say an appointment is an event. What I gravitated to, Mark, I don’t know it just worked easier for me, just to kind of keep things organized and like compartmentalized in a sense, is I’ve been [00:27:00] creating in automation for every event outcome. For webinars we’ll say, very often on a webinar you want to bucket attendees and non attendees. Traditionally in the past what I’ve done is I’ve had one automation, and since it’s just two paths, I just split those paths. Did they attend? If it’s no, they go down the non attendee path, if it’s yes, they go down the other path. What I’ve been finding is when I have more than two use cases, [00:27:30] I just default to creating more than one automation. I’m not saying it’s a best practice, it’s just something that I have intentionally paid attention to. I intentionally made a note of recently that that’s what I do, and I was like, “Okay, so what is my criteria?

For me, personally, when when it gets over two conditions within an automation, I start to lean to creating [00:28:00] multiple automations. In that I would say this, for each appointment type you’re going to have a few things. One is you’re going to need your Acuity ID. The Acuity ID is … I think you have to check the API guide, but I’m pretty sure you could pass the Acuity ID, that’s what cancels the appointment. When you send [00:28:30] the web-hook out to Acuity … I wonder, did I have yours in here, Mark, because I know we talked about it. Here we go, Mark cancellation. Yeah, when you send when this out, it’s really this Acuity ID that’s going to cancel the specific appointment. So what you would have …

Okay, all right. Mark says, ” [00:29:00] I have an automation for each meeting type now.” Yep. “The issue is to only use one zap to trigger one automation.” You know what, you should be able to … I don’t know if you … Mark have you seen it, they updated their integration with Acuity, because now when you go to zaps … What was I saying? Oh, it’s not in here. I don’t [00:29:30] have Acuity on this computer. It’s on my personal computer. Shoot. In there, let me see. Will it let me connect to Acuity without signing in? What I’m trying to say is they had … [00:30:00] Oh, look at that, they added a time before the appointment starts. There used to be one marked legacy, and legacy was the one where you had to use filters to determine which appointment type it was, but the new one … It’s going to make me … You’ll have to test it out, Mark, and make sure that you’re not using the legacy new appointment, because in my personal one I can determine … [00:30:30] Right when it says new appointment without creating a filter, because the filter is the paid version of Zapier, without creating a filter, I can specify which appointment it is.

In your case I would have four to five separate zaps, unless you’ve got … I don’t know how many meetings, unless have 12 meeting types. If you’ve got 12 meeting types, I don’t think there’s any way to avoid paying for Zapier, zaps. [00:31:00] I don’t know, I can’t remember how their pricing works. Yes. Check Acuity, because the last time I went in there and set my stuff up … Okay, “I’m trying to avoid the number of zaps,” okay, “I have a paid account now, but that will bump me to the …” I got you, okay. All right. Fair enough, fair enough. So the challenge is you have to find a way … you have to filter … Acuity knows the ID [00:31:30] type … You know what it would take, honestly, Mark? It would take some custom dev, it would, because, excuse me, ideally what you want is a webhook from Acuity that goes straight into ActiveCampaign populating the Acuity idea of the appointment and then just having multiple custom fields for each appointment type. Right now you’re using Zapier as the filter, and Zapier would have to filter each appointment type out.

[00:32:00] The problem with using just one is it’s only going to hold the most recent appointment type. He says, “Can I filter on Acuity ID in AC using a custom field to [inaudible 00:32:14]?” I mean, you could but the problem is knowing where to store the ID. You’re going to need a custom field for every ID, and Zapier … [00:32:30] I don’t know if your account has the filters, you would have to use the filter in Zapier to populate the appropriate custom field, because you just have appointment number one Acuity ID, appointment number two Acuity ID, and appointment number three Acuity ID, and somehow you need a way to get the appropriate ID [00:33:00] to the right custom field. That is where Zapier is really doing the work, because it’s saying for appointment type A, I’m populating this custom field. For appointment type B, I’m populating this custom field, appointment type C, I’m populating that custom field, yep.

“Is the fixed ID per meeting or for each contact?” The ID is per meeting. You can pass the contact ID, and [00:33:30] I think you have to pass both, actually, but the contact ID doesn’t change, but the Acuity ID, I believe, is the meeting ID. That is specific, it never changes. So for that meeting that you have in Acuity, it will remain the same. I know you say you’re going to add security, but just double check, make sure I’m not fabricating the truth. Yeah, each meeting has their own ID, and then each contact has their own ID in Acuity, and [00:34:00] essentially you need to pass both, store both in ActiveCampaign, so that when you send that cancellation webhook out, you’re telling them which ID of the meeting and which ID of the contact. That’s what it is. Yep.

“So webhook is the way to go, if it is possible.” If it is possible, yeah. Yep. Of course, you’ll need some server stuff, you need some server resources to host that URL that they’re sending to and connected [00:34:30] directly into ActiveCampaign. Depending on what it costs to upgrade it may be cheaper to upgrade Zapier and just let that do the filtering. No, no, no, Mark, you’re absolutely right as far as using one automation to filter the types, the ID types. I just want to make sure, remember this, Mark, so let me just do if-else real quick. I’ll say if-else custom field, [00:35:00] make sure you set it up like this. Did I have … I didn’t have a Acuity field in here. I didn’t have one, okay, that’s fine. I’ll use event. No, I’m going to do this the right way. Sure I didn’t mean to do that, but hey, we’re here now. [00:35:30] Manage fields, new field, text, I’m going to call this, “Meeting one Acuity ID.” Add it, and then I’m going to have one more, “Two Acuity ID.” All right, that’s good. Now I can go back.

Then, so here let me do a if-else. If-else, [00:36:00] and I’m going to my custom fields. Now I should be able to pull in … Don’t use is, oops, use contains for these type of strings, Mark. So it would be something like this. That just looks like … All right. If the ID contains this ID, then [00:36:30] cancel this one, if not, you’re going to look, you’re going to look for the next. You’re going to say, “Does Acuity M2 contain?” And if so, so on and so forth. Yeah, I just wanted to make sure that specific [00:37:00] for these type of strings, since they’re not a text that’s in ActiveCampaign, make sure that you use contains in the if-else. But yeah, you’ll be able to do this, you’ll be able to set up an automation that does filter by account ID or meeting ID and then cancel the appropriate one. The only thing that you need is a way to get those custom fields populated, [00:37:30] meeting one and meeting two, you need a way to get those populated and that’s what Zapier or a direct webhook is going to do for you. Yep.

I’m just trying to think if there’s any other way to get that data, Mark, from Acuity into ActiveCampaign. Would it not be great if we had direct integration with Acuity, and then [00:38:00] all of that stuff … problem solved, right? Problem solved. Man, I do. I wish … I have a feeling, since we use Calendly internally, if we were to do an integration like that, I think they would probably be the first up, but I would love to see … In fact I don’t think any online scheduling platforms integrate deeply with ActiveCampaign. I know one that integrates with another one of our competitors, but it’s one [00:38:30] of those spaces that I’m just surprised either nobody has thought to build that integration out or the companies themselves haven’t done it. Yes, all right. “Another issue was if the contact has more than one meeting type booked at the … ” yeah. Yeah, well, yeah, yeah, because you want to know which account, which one to cancel. [00:39:00] Oh, Mark, you know what? I should do this differently. Oh my gosh, I should do this … We could do it totally differently.

What we can do is have … I don’t want to say totally differently. What we can do is have this, Mark, how about this, with your specific use case you may already have this, but I’m just going to talk it through. What if we did this, cancellation ID. [00:39:30] I wanted to put Acuity in there so I don’t lose it. Oh my goodness, what am I doing? Get it together, Chris. Slow down. Acuity. Is there a queue in Acuity? Anyways. All right. Now I have to know. It’s not. [00:40:00] I just wanted to put one there. Here it is, Mark, what if … Well, how would you get to … How would you know which meeting type they wanted to cancel? Let me see, how did you say that they were canceling? Yeah, yeah, yeah, yeah, yeah. They’re canceling, how are they canceling, Mark? Are they doing it by clicking [00:40:30] the link in the email? They cancel on their end, okay. Yep, all right, I got you.

So in this case, they have an email and they need to cancel. Based on that cancellation, we want to send them a specific follow-up with the link for that meeting type, so when they cancel … Actually, you know what? I may have misinterpreted [00:41:00] this and overcomplicated it. We’ll see. Let’s talk through there. Let’s talk through it. If they canceled, Mark … Check the API, the Acuity information, but if they canceled, hopefully you can send … I wonder if we could send out the ID of the meeting they canceled. Then [00:41:30] these if-elses become this, Acuity ID. Oh, I’ve got to refresh. Then they just look for the cancellation. They compare it to the cancellation ID. So if we say, does the … Now you would have to know what the ID for each one is. Cancellation ID contains, if it contains this, [00:42:00] yes, then we know meeting number one, reschedule. Then down here we do the same thing, contains, and what we would do is just, going to copy this, just for the sake of [00:42:30] it. We’ll say, edit, “Meeting two, reschedule.” Oh my gosh, my keyboard hates me today. All right. Which means it’s misspelled here.

Okay. Really all you would need is the cancellation [00:43:00] ID, Mark, because we don’t even need … You know what, we don’t even need to send the … this is really going to be the email, this is going to be the email. The link to reschedule, it can be hard-coded, because we now know what appointment type it was. If you’re looking at triggering this based on the user unsubscribing, [00:43:30] then the key here, I was looking at it the other way with you manually, like were you automatically canceling, but with the user canceling the appointment, that ID should be able to be sent over to ActiveCampaign. Now you will catch that with Zapier, but that’s just one zap, you don’t have to upgrade for that. When they cancel, if they have that ID on their record, so [00:44:00] the cancellation ID would now be in the cancellation ID custom field, and that’s what starts this automation, that field changes. What did I just say? The field changes. Come on. There we go. Ever, [00:44:30] every time, added or updated. So every time the cancellation ID changes, they’re going here and figure out what meeting did you just cancel. Based on that meeting they’ll get the appropriate email with the link.

If Acuity cancellation ID is consistent, I can see it working. Yeah. I could probably capture the meeting ID in a custom field. This is true too, but I think the strongest [00:45:00] now … Yeah, the caveat is checking with Acuity to make sure the cancellation ID is consistent, which I think it would be. I really do think it would be, because it’s just like how we have tags and our system tags are IDs, when you look at the developers, they don’t see the name, the string name and value of the tag, they see it as an ID. So I would be surprised if they gave a different cancellation ID that wasn’t the [00:45:30] meeting ID or the event ID.

So in this one, like I said, now all you need is Acuity to tell you which appointment that they canceled, and you don’t even need the multiple custom fields for the appointment types, because once Acuity tells you, you’re going to hard code your if-elses with the IDs. Now, you’re going to have to know the ID of each appointment, but the filtering happens here, it’s not in Zapier, and it’s not in a web-hook. [00:46:00] The cancellation ID, all you need to do is get that ID into ActiveCampaign. The meeting is already canceled in Acuity, what you want to do is get them to reschedule by sending them an email that says, “Hey, why’d you cancel? Here’s the link to reschedule.” Now we could even add some additional criteria.

Yeah, and like I said so you could capture the meeting ID … Yeah, [00:46:30] Mark says, “I have hope.” Yes. Mark, let me know man, because this is a really, really good … I think you’re just getting started on something here. I think if we get it implemented and you start using it, knowing you and your mind, you’re going to take it elsewhere and be like, “Oh my gosh, I just figured …” and this is going to be huge for people who rely on appointments I mean, you’re taking [00:47:00] one step further in automating the administrative assistant. Now you can get reschedules and everything depending on criteria, because remember, everybody, they have the cancellation ID, comes in, it matches, so they can cancel appointment number one, or I should say they can send an email for people to reschedule from appointment number one. We’re not limited there. We can click this plus and do another if-else and see some other criteria [00:47:30] and based on that criteria we can really cater that follow-up, which I really like. I really like this.

Let me see. Mark says, “The weakness of Acuity is on cancellation. Acuity only sends a cancellation confirmation email, then everything ends …” Yeah, right. So in the scheduling software, everybody, when someone cancels the appointment, it’s the end. It’s the end for them. There is no follow-up, there’s no nothing. Once they cancel, it’s done. [00:48:00] What if they did it by accident? What if they didn’t even … What if they didn’t know they could reschedule, right? I mean, we can’t assume any form of intelligence from our context because they’re all in their different mode of operating. I don’t know about you guys, sometimes I just overlook stuff and I’m not even thinking like that. Mark says, “The Acuity owner does get an email notifying …” Yeah, yeah, yeah, you’re right. Both parties get that cancellation email, [00:48:30] but then that’s it right. In that cancellation email, I’m not even sure if you can customize it to ask them to reschedule. I haven’t looked, but there may be an opportunity for one email, we’ll say right there.

Oob says, “Another approach might be, simply customize the cancellation message they get with a [inaudible 00:48:50] request a schedule and the link to the corresponding agenda as these can be set per appointment type.” Okay. Yeah, [00:49:00] so Oob, I think you are saying you can set it per … the cancellation messages can be customized. Okay, yeah. Okay, great. Great, great. “You can, but who reads them from the subject?” Okay. Yeah, I know. I know. Oob, can you change the subject line too? Either way, you can customize the cancellation, but if you wanted to have a more [00:49:30] catered … Okay, Oob says you could do both. Mark, maybe we both fell victim of the complication bug. I’m going to use a … They’re happy they cancel, they don’t care about [inaudible 00:49:43]. Yeah, right. Right. Yeah.

I see the power in this because you may even want to delay the reschedule for like a day or two. Maybe you let the auto-generated cancellation come out, and then you [00:50:00] send a follow-up specific to the meeting that they canceled. I could see that being extremely powerful. Or, I know you said reschedule, maybe there’s another option. Make them feel exclusive and say, “hey, want to just call me?” Have an email [inaudible 00:50:21], “Hey, want to just call me and have your number or something like that …” Not saying you do that, Mark, I’m just giving everybody examples of, if the platform you’re using doesn’t give you the [00:50:30] total flexibility that you want, feel free to make sure that you can pass that information into ActiveCampaign. Then you can get as targeted and as detailed as you want with the follow-up.

Yeah, great questions. These were really good ones. A little heavy, a little heavy everybody. I think this is a definitely worthy of a pause, think. All right, [00:51:00] go into the your account, test it out, especially the goals. What I love about both of them is the amount of thought that goes into this. [inaudible 00:51:12] Yep. Okay, great, great, Mark, yeah, please report back. That’s what I want to highlight in closing today, everybody. You can’t bypass, you can’t skip over thinking these things out. You can’t just jump into an automation [00:51:30] and start building.

Now, we as a platform will allow you to do that, of course. We just want you to use the platform. But in order to really get the big results that you need, you really have to give us some thought. That’s why I tell you all every time when I close on the weekend is to take some time and just relax. Go for a walk, let your brain breathe, because you need it when it’s specific to automating your business. You need it to be thinking [00:52:00] through these processes. The power is this, once you’ve thought through a process and figured it out one time, you’re thinking about it is essentially over. I say essentially, because you’re still going to want to monitor it and improve it, but for the most part, that space in your brain is now not occupied. It’s freed up for you to do something else. That process is going to be executed every time.

So it’s not that you’re going to always [00:52:30] be consumed with thinking about the same thing. The people who walk around in business like that are people who are not documenting and putting systems in place to handle their thinking for them. It’s just like investing in any other industry. You want to do it once. Where can I do this action one time and get a continual return. In that essence, it’s automation. That’s what automation is, okay, I’m going to sit down, go to a coffee shop [00:53:00] with my moleskin for two hours. I’m going to get the most out of this two hours, meaning I’m going to map this thing out so clearly that when I build it in ActiveCampaign, I don’t have to worry about it anymore. I have to monitor it, but I don’t have to worry about it. My mind is onto other things.

That’s what I loved about today’s Office Hours is the level of thinking that went into this stuff. Thank you all, and for those of you who have been [00:53:30] watching from afar, we do this every week. Twice. We do it twice a week, as of right now it’s Tuesday at 10:00 a.m. and Friday at 1:00 p.m. There are a few people that have emailed me and thought that since they’ve attended once, they can’t do it again. No, that couldn’t be further from the truth. You can attend these Office Hours as many times as you’d like. I would like for you to do that, so that we can work through a lot of these [00:54:00] use cases, so that you’re not stuck.

Like I said, there’s no reason if you’re an ActiveCampaign user for you to be stuck at a wall without at least talking to somebody. With that being said, everybody, thank you so much for attending today’s Office Hours. Thank you, Oob. Thank you for attending today’s Office Hours. You’re welcome. You’re welcome. Everybody, everybody that’s sending messages, and yes, you are all welcome. For those of [00:54:30] you watching the replay, thank you for watching a replay. Everybody live, be safe. Be safe this weekend.

Remember, unplug and recharge. Let your brain breathe and focus, really, really take the time to map out your processes. Give it the time it deserves, because if you give your processes the time they deserve, they’ll continually give you the results that you deserve for doing it. Hey, maybe that’s a tweetable. They just come sometimes. Yes, enjoy [00:55:00] the weekend, everybody. Thank you so much for attending. Tuesday, next Tuesday at 10:00 a.m. central, next Friday at 1:00 p.m. central,, register, jump on. If you have any questions beforehand, shoot me an email. Once you’ve registered, just reply to that confirmation email, and let me know and I’ll make sure I get your