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Office Hours – September 29, 2017

Recording of Office Hours hosted by Chris Davis on September 29, 2017.

Transcript

Courtney Graham: All right. Well it’s 1:00. So, let’s go ahead and let’s get started. Welcome everybody to Office Hours. We have a small group today, but that’s really great. That means that we can cover a lot, and we can get really specific with your questions.

My name is Courtney Graham. Chris is on vacation today. So I am on the customer success team. So [00:00:30] unlike, well we work really close with education, but unlike education I manage direct accounts. So we help them figure out issues, we help them build out solutions. If you have customer who is success manager, you know all about this already, but yeah, we just make sure that they are successful in the platform, and help them out with their daily goals, and anything else that they want to talk to us about.

But it’s a really great way to transition [00:01:00] into Office Hours because I’ve seen a lot, and I can definitely share some good best practices, and answer some of those questions for you. All right. Just housekeeping items. Be sure, or just the whole purpose of today is to get your specific questions answered. So it can be about ActiveCampaign, the platform. It could be as simple as how to do something, but maybe it could be a little bit more strategic as well. So we can talk [00:01:30] about your business, your business goals, whatever those overarching questions are that you have, that you really just haven’t been able to figure out. Let’s talk about those today.

You can raise your hand to participate. So we’ve got this lovely Zoom Module setup. If you haven’t used Zoom before, everything’s on a little panel and you’ll see a bunch of buttons, but basically, you’ll have the option to raise your hand if you want. So if you want to ask your question live, I can take you off mute. [00:02:00] But we also have this wonderful chat feature as well, so that you can just quickly type out your questions and you can send them to me. I actually like that a little bit better, just because sometimes volumes are a little weird, but also everyone can see the questions, and we have a record of them. So if we need to follow up, we can.

If you’re not dialed in via the web, make sure you do that just because we share our screen and it’s the only way that you can ask questions. [00:02:30] Or if you have that on your smartphone. Then we’re going to run approximately one hour. Really depends on you guys and how … Yeah, and just how long you have questions, and how much you want to cover today. Then if not, we’ll wrap a little early, but we’re definitely here for an hour.

All right. Just some resources, this is also available during in the recording that we’ll also send out, but if you haven’t seen these, if you don’t [00:03:00] have these bookmarked, do so. We’ve got a really great education center. It’s just activecampaign/learn. Chris does a podcast. Really fun. He talks to some really cool people, and then they talk a lot about just getting your … Not only just kind of general business acumen but getting your marketing strategy off the ground. Creative ways that you can use ActiveCampaign. Things like that. So it’s a lot of fun, and they’re really, really insightful. We also have [00:03:30] blog posts and updates, and then we’ve got our community as well. You should definitely join our forum, just because it’s really helpful and supportive, and you never know what you’re going to find in there. I also turn to the community, and I find really cool ideas, and work arounds that even I don’t know about.

Then this one is my favorite, but our product team is always, always, always interested in what you have to say as you’re using the platform and as a customer. So it’s ideas.activecampaign.com. Definitely [00:04:00] bookmark this one because as you have those ideas, let us know. We always want to hear that, to make sure that we are building the best product that we have. All right.

So, those don’t apply to me. I’ve got us recording. So let me just pause my sharing, just for a second, just so I can go into my actual account because we have one question already, which is great. We have some new people who [00:04:30] have joined us as well. Okay. So I’m going to start sharing my test account. All right. So the question that we have is, “Can you share cases of behind the scenes automations that we would recommend to most accounts? For example, a timestamp automation.” Oh would love a list of those or others.

Interesting. Yeah. Man, behind the scenes automations. There are so, so many. Let’s go into [00:05:00] automations just for a second. There are lots of different ones. It kind of depends on what you want to do. So timestamp ones can be a lot of different things. So you can have an automation that begins around a specific date, or you could be leveraging your automation to send out … Like maybe, they enter when they subscribed, but you’re sending them timed emails. So it could look a couple of different ways. We always have … and I’m sure [00:05:30] you’ve seen this, but just for anyone that’s new on the call. We always have our prebuilt automations in the system. These are some general, good guides to help get you started. We have everything from just general product interest. The two that we always recommend that accounts have are going to be part one, and part two engagement tagging, and I’ll show you this one if you haven’t seen it already.

These are just good, kind of basics, that you can have running in [00:06:00] the background that just track the engagement of your contacts. Then we’ve got everything from product interest tagging, all the way down, abandon cart … You get the idea. Then over here, you can look for different types of topics. So, is this about lead scoring and automating my sales team? Then automating my sales pipeline as well. So these are just some general ones to get you going. Even if you do, let’s say … [00:06:30] Let’s go back to all recipes. They all look a little different, but even the product interest, the targeted follow up … If I download this one … I’ll just show you kind of what it looks like. Because the nice thing about automations is that you can definitely, you can customize them to fit your needs. So each time you do this it’s going to run you through Wizard, anytime you’re importing one. Then this one is just my basic product interest. [00:07:00] So it starts with tag is added, and then it has a very general wait step between each email. So it’s just kind of your basic, kind of marketing drip, essentially.

You’re just trying to generate interest in that product, that actually brought the contact into this automation. Then of course, we have a goal down here, so that if they do purchase the product … We don’t want them to get all of the emails if they purchased, let’s say up here at email number two. We want to drop them right [00:07:30] down here to the goal, so that then we can either end this automation, or you could even go in and you can start another automation for contacts that achieve that goal. So if they purchase the product, you put them into an up-sell type of automation next, and you can do that kind of logic with any sort of automation, which is why this one is sort of a nice basic one to download. Just because even if it’s a welcome series, or a sales series, or even if it is product related, [00:08:00] once they achieve whatever goal you have set, you can start a follow-up automation to keep that interest high.

So this one’s a good one to kind of model. This one’s not time based. I’ll get there in just a second. But this one is just a really good one to model. Another one that’s sort of behind the scenes, which I already mentioned … Also, we do Success Hours on the customer success team. Those are weekly. They are at 11:00 AM on Wednesdays. [00:08:30] So you’ll see all my labels over here. That’s what the sort of different topics that we’ve covered, but we build out a lot of automations for those Success Hours, and then we share them afterwards. So if you’re not on that list, let me know and I can add you. So that you’re also getting those webinars as well, in your inbox.

Sorry, the engagement tagging one. This one’s the basic of all basic ones [00:09:00] that you should have in your account if you don’t already, and it’s a two part series. What I like about this one is, not only is it one running in the background and tagging your contacts based on activity, but it also gives you a really neat model that you can then translate into other types of automations, and that’s our looping automations. So for example, we have this one, part two. Part two is only doing one specific thing. So anytime a contact reads [00:09:30] an email or they click on a link in an email … So we’re looking for that engagement. You can even add site tracking here as a start if you wanted to. You could add that if they fill out a form. Any sort of engagement that you’re looking to cover, you would have that as your start trigger.

Depending on what it is, I usually generally add a five minute wait at the top of my automations unless that email has to go out immediately. For something like, if they’re submitting a form, this gives the system time to update all [00:10:00] the fields on the contact’s record. But then this automation, all it’s doing is, it’s cycling contacts in and out of part one. So it exits them from part one engagement tagging, and it re enters them back into the part one engagement tagging.

That’s all it’s doing. So it’s basically creating a loop for you. So the opposite of that, if you didn’t have this parallel automation running for engagement and kind of cycling people back in and out, what you would use would be a [00:10:30] go-to in the automation, and you sort of loop someone back up to the top. That’s not a bad way to do it. It’s just having the two automations run congruently, makes it a little bit cleaner, and a little bit easier to troubleshoot if something ever goes wrong. But, I digress. So this one here, the part one, as part two is cycling the contacts in and out, part one is basically going through and tagging them.

So if they’ve recently clicked [00:11:00] on a link or they open an email, it’s going to tag them as engaged, and that they’ve had recent activity. It’s going to remove any disengaged tags that they might have, and then we just go into a standard wait. Now, I built this one out specific for a customer that wanted 180 days worth of activity. Our standard one only covers about 60 days, but we can make sure that if you like this copy, send it to you. So basically, you’re just waiting seven days, and you’re just letting that other automation [00:11:30] look for that activity for you. So you’re not having to do anything. If they don’t have activity in seven days, we remove the tag recent activity. We wait for 21 more days. If they don’t have any sort of activity, we start to add tags that they’re disengaged, and we remove the tag that they’re engaged.

So same thing, wait for 30 days, they become inactive. 60 days, we remove the previous tag. So you can basically see how your contacts are just going through the automation, [00:12:00] and they’re collecting tags based on what they do or what they don’t do. This is really helpful because then you start to catch. You start to catch people, and you can use this to segment your campaigns. For example, if people are disengaged for … Like if they get all the way down here to 150 days inactive, it’s probably not a good idea to send emails, or to keep sending emails to those contacts. They’re not opening them. They’re totally checked out. They are not [00:12:30] helping your overall deliverability, and open rates. So you can start to segment them out. What I like about this one in particular, is also, before they get to that 150 days … Maybe you actually want to catch them. You want to catch them at a specific time before they become inactive for that long.

So you can use something like your disengaged 30 days as a marker, to say, “When they get this tag, maybe I throw them into a re engagement automation series.” [00:13:00] So I’m trying to get them interested in my content again. Maybe I give them an incentive. Basically, kind of offering up like, “Hey, we haven’t heard from you in a while. How can we bring you back in?” Then that re engagement series can then either, remove them altogether from your contacts if they don’t take any action, or you can kind of keep them there and just let them go through, and then remove them if they get down here to a certain inactive point. [00:13:30] But either way, this is super helpful.

If you don’t have engagement tagging part one and part two in your system, you should. So that one is probably our best behind the scenes automation that we have. For date based ones … Let me go to my deals, Success Hour one. So, date based, you can do a couple of different things like I said. So if there is a timestamp. I’m going to go into this membership renewal pipeline one. [00:14:00] So this was an example we actually covered on a Success Hour, where we’re just sending sort of transactional renewal notice emails, but based on a specific date that the contact comes in. This says birthday because it was the only date based field I have today, but let’s say this date is actual renewal date.

So you can always start an automation with the date. A date needs to be a date based field. I’m going to pop into forms [00:14:30] because there is sometimes a little bit of confusion around this, because you can obviously tag multiple ways, and sometimes there’s always, not always, there’s sometimes some confusion around what should be a custom field versus what should be a tag. Any time you want to do something date based, you definitely want to create that date based field here. So all you’re doing is giving it a name. So we’ll actually call this the renewal date. [00:15:00] Then we’ll switch that up, and then you just add that in. So it’s great for birthdays, anniversaries, renewal dates, anything like that. You can also do last activity date. You can have automations running to where if they do updates … Let’s say they click on an email, or they open an email, like along with that engagement tagging type thing, you can have a last activity date field. So that you’re recording the last time that they were active. [00:15:30] If you’re recording something like that using a database field, you can then search on it.

So you can say, “Maybe active between the dates April 1st and June 1st.” You can start to look for specific activity within a timeframe. You can’t do that with tags. So again, it’s really important, anything that is date based, you want to have that date based field. I’m going to cancel out of this for a second. [00:16:00] Excuse me. Then I go back. So let’s change this. Let’s just start off our automation. All right.

If we start it from our renewal date. Now this one, I actually had a pipeline in my deal section created to go along with this automation, but basically I’m looking for 60 days before the start of the renewal date. [00:16:30] You could even start it on or before, or after, but my email messaging for this one is going to start 60 days prior to that renewal date. So I’m going to send them a reminder 60 days out saying, “Hey, your renewal is coming up. Maybe you should send in your payment.” Then you have here where you can check how often you want the system to check for that date. So you can check daily, weekdays or weekends, and then a time. So basically, when you do you want your contacts to come in. You can set this to check [00:17:00] at anytime, and then you can base it on your time zone, which would be wherever your platform is. So we’re in America, in Chicago. Or the contacts timezones. I’m going to check for their timezone.

Then you’ve got two options here. So when the month and day match, and when the year, month, and day match. Yeah, so you just want to make sure that … This one is like if you’re checking for birthdays, or annual contracts. Anything else where you need something [00:17:30] specific like … Oh, here we go. Like expiration and other things like that that don’t recur yearly, then you would choose this one here. So you would save that. All right. So I have them coming in based on a date. Now, I move them along … Like I said, I have a pipeline designed for this one as well. So I move them along to a new stage. I put them in the renewal stage minus 60, and I send my first [00:18:00] renewal notice at minus 60.

Now, instead of having … You could do a couple of things here. You could use goals, or you could use … I’m using a wait until the days subscribed is at that next date marker. When you’re using dates … Sorry. When you’re using dates and you have them kind of spread out in an automation and you want to send emails at a specific time, those [00:18:30] are going to be your two options. So we have our wait period, and then you can also use goals for the same thing, and set your goal based on date and time.

Where it’s beneficial to use a goal, instead of a wait period, is if for any reason your start trigger is … Maybe your start trigger is not date based. Maybe it’s when they subscribe to a list. Maybe it’s when they fill out a form, and you want them to get an email based at a certain time, but if they come in at a time [00:19:00] that’s after let’s say this original email, you want them to drop down to the next timeframe.

For example, if I submit a form or if I have a start trigger as like the date as … Sorry. The start trigger’s submit form, and then let’s say my first email sends on September 1st, my second email sends at September 15th. Next one on October 1st, and so forth. If I have it to where I want them to drop down to whatever email they need [00:19:30] at the time that they submit the actual form, or they achieve the start trigger, I would use a goal instead of a wait. Because if they come in after, let’s say this email sends October 2nd, and I have waits, they’ll hang out in this wait until that time rolls back again.

I’ll show you how that looks with goals in just a second. But in this one, I know that all my contacts are coming in at a specific date, so I can just pull them through naturally. [00:20:00] So my wait period … and we’re going to go back because with waits you have a specific period of time where you can choose a day, five days, that sort of thing. Or we do until conditions are met, which is where you find your date and your time conditions. So I’d go date and time, and here’s where I can specify current day of the week is x, current day of the month is xyz as well. So you could say like, “Send on October 15th.” [00:20:30] But for this one I’m not actually using those. What I’m going to use is actually my customer field again because I’m going to wait until for that renewal date.

Sorry, not that one. So current date. So the renewal date is the current date, and then we’ve got exactly … We have plus and we have minus. Now, this one’s a little … It’s a little [00:21:00] tricky. It’s not really once you kind of understand it, but let’s say the date that I want the email to send is October 1st. Sorry, sorry, let’s say … No, yeah.

Let’s say I have a webinar happening on October 1st and I want to send this first email five days prior, or for example, for this one, the renewal date is a certain date, but I want to send this email 30 days prior [00:21:30] because I’m looking to do 60, 30, and then the exact date. So what this is saying is the renewal date is whatever date I need this to send on. So 30 days prior to the renewal date. So I’ll say 30 days. So the renewal date is that date. Whatever that current date is. If it’s August 1st or … Sorry, if it’s October 1st, it would be September 1st for 30 days out, and I would say plus [00:22:00] because I’d say September 1st plus 30 gives me the timing of October 1st. It’s a little confusing, right? Think of it this way. Think of plus as prior, minus as after.

So any time you’re doing that, you want to say the renewal date is whatever that date is you need it to be prior to, and then you say plus however amount of time is after that. For example, the renewal [00:22:30] date is whatever that current date is, plus 30. That’ll give me 30 days before my renewal date.

Then that’s my wait. For this one, the contacts waiting for 30 days before their renewal date. We move them along the pipeline. We send them their next notice. We wait until the date is … That’s not right. Let’s fix [00:23:00] that. The renewal date is the current date exactly. So the date matches. This is the day that your renewal is due, and then we start to send after. Wait until that custom field, that renewal date is, whatever that current date is minus … This one’s my minus [00:23:30] 30. 30 days. If my renewal date is October 1st, I want to send this 30 days after that, so that current date would be November 1st. November 1st minus 30, gives me my renewal date of October 1st. I don’t know why I want to keep saying August. I think it’s because [00:24:00] I’m not ready for it to be winter in Chicago. I’m happy about fall, but just means that winter is closer to us.

Then same thing. You do the same thing. Wait until date. Custom field. Renewal date is. That current date, so in this case November 2nd … Nope, December 2nd, minus 60, [00:24:30] would give us an October 1st renewal date. Around about. The numbers could be a little off by a day or two depending on the date, but the system will send at exactly the days that you tell it. For example, 30 days it typically how many days in a month, but if there’s 31 the system would still send it 30 days minus waiting that whole month. So it might send on October 30th versus 31st or November 1st, depending on [00:25:00] how the date actually aligns, but it will wait those exact amount of days. Yeah, that gives you a time stamp.

Now where it gets different, where you can use goals. And I guess I’ll start … Oh good, we have another question. Let’s see. “What strategy would you suggest to best time campaign sending? For example, trying to leverage historical [00:25:30] open … Oh, email open link click per contact?”

That’s a good question. Let me get to that one in just one second. Let me actually show you what goals would look like first, just because I do have another time stamp automation example, but it has to do with events. So talking about if someone registers after a certain date and then we’ll get to that [00:26:00] best time for campaign sending because that’s a good question. This one will go really fast since we spent so much time on the other one.

All right. So let’s say you have an event. You’ve got a webinar that you’re running. You have them filling out a form to get into the automation. As soon as they fill out a form, you send them a thank you email, and then we add a tag that we’re going to send … That the email was sent. Now here we’re using goals. We’re using date based goals [00:26:30] to pull our contacts down to the next email versus having them sit in a wait period, waiting for that next time. So these emails here are actually getting the contact to sign up for an eventual webinar. So these are more like sales emails but what your dates then look like instead, is for your goals. We want this to send around April 10th. For this one we’ve got a couple of different [00:27:00] conditions in here. We’re not using custom fields this time. This time we are using that date and time, as those actions, and we’re looking for specific time frame to send this email within.

Sorry. In this one we’re going to send it greater than or equal to the 10th of April, but the time is less than or equal to the 19th. The reason we’re doing it that way for this particular one is if someone comes [00:27:30] in within that timeframe, we want them to jump to that first email. If they come in after the 19th, we want them to go to the next email, and that’s what a goal does. It’s based on the conditions. It will pull you down. So based on these particular timestamps we can basically manipulate where contacts jump to, based on when they enter the automation.

Now, that’s pretty straightforward, except for, what if you want them to get this very first send thank you email? [00:28:00] Well, that’s why we added this tag here. We would add a third condition that says, “That tag is added.” And we look for whatever that … Here you go. Seminar May 2017, registered. So now, as long as they get that tag, they’ll come down to the next goal. So it kind of forces them to get that very first email. For this goal, [00:28:30] you’ve got three options for if people don’t meet those goal conditions. For this one, we don’t want them to continue anyway because we don’t want them to go to goal, to goal, to goal, and getting all of those emails. You actually want your contacts to hang out, and wait until those conditions are met.

So again, this is where your goals actually work. Like wait periods, but you’re using those conditions to drop them down based on how they meet those conditions or if they [00:29:00] meet those conditions. Same thing. So this one sends when they enter, if they enter within the 10th through the 19th, they’ll get this first email. If they enter after the 19th. So, same logic. It’s greater than or equal to the 20th of April. This one we have the year. You don’t have to unless this is recurring. The tag exists that they’ve gotten that [00:29:30] seminar. This one … So that’s wrong. They registered, and then it’s less than or equal to the 29th.

Then we just wait until those conditions are met. Then what’s nice about this, that if they do enter before the 10th, since you have your goal set to wait until conditions are met, they still hang out here until they meet the next date. So they’ll come here. They’ll drop down, and they’ll wait. [00:30:00] They’ll wait until those conditions are met, and then they’ll move down to the next action. You can use your goals using dates. You can use them like a wait period, but you can also make sure that you’re sending out your emails at a specific time.

Now another trick too, just for time stamps, is when we go in here and we select a certain time, if we did want to say, “Wait until current time in the contact’s time zone.” Let’s say it’s 6:00 [00:30:30] AM, but I actually want to send this at 6:30. We don’t have half ours in our date and time actions right now, so if I change that and then I have this setting … I have this holding my contacts here until 6:00 AM but I want it to actually send at 6:30 or 6:45, I would just add in a subsequent wait step. So wait for 15 minutes, [00:31:00] or wait for 30 minutes, and then send the email. Those are time stamps. Any other questions about this particular topic before we talk about leveraging historical emails for the best time to send?

All right. Okay. So good question. All right. So what strategy would you suggest to best time campaign sending? [00:31:30] I’m going to ask you a question. How much are you looking at your timing in your reports section? Have you visited your contact trend pages? I’ll wait for that. So one thing you can look at … It’s one thing to look at … Okay, that’s useful. Okay. So you have been using that. So for everyone else on the line … So we have [00:32:00] open re trends here. This gives you based on how your sending. This gives you opens by weekday and opens by hour. So you can really see, “Okay, I know my contacts typically like to send or they open mostly around 8:00 AM.” Now, this is insightful but it is also sometimes a little … It’s kind of geared towards a specific time just because you’re probably … You might be in the habit of sending [00:32:30] your emails around a specific day and time, all the time.

To kind of get an idea of when there might be a better time to open or to send, it’s going to involve some testing. And then this one … Oh, we have a follow-up question. So this question initially came from a client trying to personalize campaigns, sending per contact versus an average of the whole list. [00:33:00] Interesting. Well, what I would say in that situation … So, I don’t know if I would base so much of my sending per contact, based around time.

I think you could probably get into just kind of a whole of trying to figure out, who sends, when would I send, for everyone, and I don’t know that that’s honestly so useful. Just because the open time, like when a contact actually [00:33:30] opens the email, is not always necessarily … I mean, obviously, it’s not necessarily correlated to the time that you send it, but I think what determines when they open has more to do with the content that you’re sending or the way that you’re segmenting your whole list, based on interested … Yeah, or just … I get you. But if it is something that your clients kind of asking for … Yeah, so [00:34:00] I think your thinking the right thing too, is you want to target based on interested and the content they want, and then base your overall sends based on how they’re opening those emails.

But if they’re looking for, I guess historical data, for a particular contact or a group of contacts, it wouldn’t exist in the platform right now unless you’ve been tracking it because this is going to [00:34:30] take into account open re trends across the board. Right? Now you could look at single campaigns … So I don’t have any … So, if I go in, and I look at those opened … I’m trying to think. Yeah, there’s always a date and a time associated with it … Okay, but they’re thinking if client A opened my email today … Oh, [00:35:00] are they more likely to open at that time? Yeah.

Again, I mean, that’s the question is possibly. I think you would have to start collecting that data to actually assign some sort of strategy or trend to it. Now one thing you can record … Now this would take a little bit of manual work, not [00:35:30] here the way I’m doing it, but you could setup a webhook actually to record this type of information. I would say give it, depending on how much they’re sending. So if they’re only sending weekly, or they’re sending a couple of times a week, I would say probably do a full month at least of collecting that data, and then see if you do notice those trends because you can record by a specific contact, and then look at the time they’re most [00:36:00] likely to open or … Not most likely, the time they did open a specific email. But you have to have that data first. So I can show you really quick what that would look like. It would involve webhooks, and it would involve Zapier, but it’s not a hard set-up to actually start collecting that information.

Other than that, I mean, customer behavior is hard to predict unless you’re actually asking your clients for that [00:36:30] feedback. Let’s see. I have used a custom field timestamp to store the time, and await condition … Okay. Last open is current date minus one day. That’s interesting too. Yeah, I mean that would be the other way to do it, is to then start collecting … Yeah, you would have to have a custom field and then record that information. It still doesn’t predict the likelihood though. [00:37:00] What you could … and this is what I was thinking with web hooks. Let me open up my Zapier account. You can push things to Google Sheets.

Now, we do this a lot as a way to sort of get some data that you may not always see or … Let me rephrase that. You see it, but sometimes it’s a little bit easier to have it in maybe [00:37:30] just a running list. I’ll show you what I’m talking about in just a second. All right. I’m going to go back and I’m going to go to … These are just my web hooks. These are my public pages. Now if it’s just purely when they open the email. So this is kind of like my system web hooks. [00:38:00] Now you can do a lot of different things, but you can look for contacts specific details. For example, campaigns opens.

Now I already have one set up but when you go into add, this is what it would look like, and you could say when the campaign is opened, and you say buy a contact. Then you would add this in after you have the webhook URL, and you’ll need Zapier to get this, but to [00:38:30] get that … And then I would push this information into Google. So here I have a zap running. The first thing it’s doing is … I’m first saying, okay. My trigger in Zapier, and hopefully everyone’s familiar with Zapier, Zapier is third party we use which is helpful sometimes at connecting the platform to other types of platforms. In this instance we’re going to use Google Spreadsheets. We’re [00:39:00] going to choose a web hook, because that’s what I’m doing. I’m going to catch it. This means that I’m either going to pull that information from another platform, so I’m essentially catching that hook, and I’m going to post it somewhere else.

This one you can skip. Then this right here … So if you were setting this up, it would actually walk you through getting this hook. If I copy this to my clipboard … When I’m setting this up [00:39:30] in my platform, this is the URL that I put here. So this is where this information is going to basically … This is how the webhook is going to catch this information. Then I just continue to set this up. It’s looking for that hook to exist. It does in the platform, and now I connect it to Google Sheets. So I can go in and I can say, “Create a new spreadsheet row.” So each time this [00:40:00] campaign is opened or for any contact, each time they open a campaign, and this can get a little … You want to be a little careful here because depending on how many contacts they have or how much they’re sending, this list can get really long, but again, it’s a good way to kind of aggregate data like this.

So we’ll just pick that. I pick my spreadsheet, and I pick the worksheet. So for this one, I actually created a campaigns opens, and then I can choose what data I actually [00:40:30] want to pull over. I do want the contact’s email address because I want to see if there’s a trend, right? What’s nice about Google Spreadsheets is even as this list is collecting, this information is collecting, you can then sort by information. So you can see those trends.

Here I can choose my date and time. All I’m doing with these steps, is I’m actually matching fields. So this is looking for [00:41:00] information available in ActiveCampaign. So here’s where I get that date and time, right there. When I click that, it populates in there. Then this is just a column in my Google spreadsheet. Campaign ID. Oh, that’s a good question. Some other valuable web hooks I’ll show you.

So campaign ID will be the ID for the campaign. This one would be like if you [00:41:30] go into your campaigns … It’s not going to give you the campaign name, which is kind of a bummer, but when you click on a campaign, or you create a campaign, you’ve got this number right up here in your URL, that’s your campaign number, or your campaign ID. That’s what it’s going to pull, so you’ll just have to kind of match that back. But if you’re doing this, I say it’s a good idea to put your campaign ID’s in another Google Spreadsheet, so then you can map the data. Then you can [00:42:00] type as optional. For example, this will just record for you if it’s an open, if it’s a click, things like that. These are basically kind of all the fields that you can collect for opens. Then you just hit continue.

It can be used to track any … So the question is, can this example be used to track automation, email opens, or is it only for campaigns? [00:42:30] It’s all. It’s all. So you can use it for both. So it’s really useful. The system just registers a campaign as an email that we send via automation or a standard campaign. So, yeah. So then you’ve got that data collected but then that way I would say, then you could actually sort by date and time, and you could actually start to see if there is a historical … Are contacts opening at a certain time? And if so, is it specific [00:43:00] to the contacts? Or is it more related to the content or the way that they’re sending by segmenting?

All right. Let’s see. Some other questions. So contact numbers, campaigns, personal email frequency, and open click patterns … Yup. Can turn the spreadsheet into a giant list that may consume. Yes. That’s true. So Zapier, there is a number of zaps that are available in your plans, [00:43:30] but with you on the fact that this is a great way … Yeah, it is. I mean, and like I said, “You do have to be careful because you could use up your zaps.”

I would really only target it for maybe a certain time, and then just look for that data that you know you need to collect. Another one that I like for this for Spreadsheets, are to push into Google Spreadsheets. We get a lot of questions, a lot of times people ask, “How are contacts unsubscribing?” Or, “What reasons [00:44:00] are they given when they are unsubscribing?” And you can find that data in the platform. Or kind like how often are they unsubscribing. You can get that data, but you have to go through each campaign in the report section.

Using this method, you can actually push that data, contact un subscription, to a hook. So same thing. You can push it to Google, and you can record that. So here in my spreadsheet. Here is my template. [00:44:30] I’m recording each time a contact unsubscribes. I’m getting their name and their last name, which you don’t need. You could just get their email. The date and the time, so you can map it back to specific timing. Campaign ID, so you can map it back to the campaigns, and then that unsubscribe reason. I think this is really helpful if you’re trying to gather data on why people are unsubscribing because you can see those reasons all in one glance, and you can [00:45:00] sort by them. So are people saying that this is spam? Or are people saying that I never signed up here? Yada, yada, yada.

But yeah. Let’s see. So where do you get the … We skipped a question. Where do you get the number in the automation email or do you use the automation number in the hook? You don’t have to worry about that. This campaign ID is looking for the campaign ID in ActiveCampaign, regard … [00:45:30] The hook is just telling it what … You’re just telling it what information to map over from the hook itself. Zapier, in this scenario, Zapier’s actually creating the webhook for you because we’re using that start trigger.

Now if you have a system to where you can push this … You can also do web hooks in an automation as well. Most of the time we run them through Zapier, but if you have a platform, and a CRM, that you can actually post webhooks yourself. Like you have maybe [00:46:00] API calls you have set up, or you’ve got those web hooks … You’ve got a developer that can set those up. You can actually use automations in the system too, to post that kind of data for you. Again, you’re just looking for this actual hook and telling it … Excuse me. What information to send over. Does that help for the number? The only reason you need to know the campaign number [00:46:30] is so that you can then map back. So you can say, “Okay, it pulled for campaign 434, that’s this specific campaign on whatever topic it is.”

So, let’s see. That was on the previous example you showed, to get the number … Oh, from the … Oh, Oh, sorry. Okay. Where do you get that number for emails and automations? Got it. Let’s see. So it should be … So if we click in here, [00:47:00] and actually also, easier way to get to all of your messages in automations is to go to manage messages here because here I have all of my automations and then I can look. I can view this drop down, and I can go really quickly to my campaigns. All right. It’s always going [00:47:30] to be in the URL. So you can see where it says, “ID equals.” So it’s got that number. That’s where you would find that ID. My understanding is this one is for … So you’ve got two IDs here. Let me clarify. I’ll get an answer, and Mark, I will [00:48:00] send that to you, and Claire. I’ll send that to everyone.

This should be for the actual campaign, but I’ll make sure that it’s not for the automation because this one right here might be for the automation. I’ll double check that and send it to you. Pretty sure I’m right, but I’ll make sure because now I have a little bit of doubts, but I’ll follow up. No worries.

[00:48:30] All right. So, let’s see. Then I think you asked too, what are some other useful web hooks that you recommend? Let’s go back to this one. Oh stop. I don’t want to do that. Yeah, so other web hooks that you might not be using … I really kind of stick with the ones that are available [00:49:00] in the platform itself just because that’s typically the data I want to know. So when you go in here to add a webhook, these are all of the types of information that you can basically push from the platform, without setting up independent, like API calls. So everything from campaign forwards, when you’re campaign starts sending, unsubscribes. You can even [00:49:30] kind of record when tags are added, if you’re looking for that piece of data. You can also have custom fields that also act as a time stamp. You’ve got some deal information down here, as well.

Then you’ve got email replies, is another good one. Then email bounces too, if you’re trying to collect that data to see how many bounces you’re having without going into each campaign. Then you can also do some with SMS, [00:50:00] because this records on the contacts individual record, but we don’t have it in the reports yet. So if you’re sending out SMS messages in an automation, we don’t have the replies kind of tracked in an overview way. It’s all specific to the contact, in the contact record. So you can push that through a web hook and put it into a Google doc. So let’s see. That idea’s for a [00:50:30] the individual email or the automation.

So how would you use the web hooks to help manage a deal pipeline for a report of sorts? So versus manually looking at the pipeline in AC? That’s a good idea. Well, man. Okay. That one’s a good one. Let me think through that for just a second. [00:51:00] Because you could.

Well, let’s just create one really fast. Let’s see. I just want to see what kind of information is … So let’s say that the deal is added … [inaudible 00:51:23], system. All right, so we’re going to add … Oh, any attribution web type hook joining the list sometime soon? [00:51:30] Oh, not yet, but I would actually put that into ideas. We can obviously have attribution conversions based on Java Scripts. So it would make sense, but I would definitely add that one. That’s a really good idea as well.

So let’s call this one deal is added, and then we’re going to go back to Zapier, and we’ll just kind of walk through what this looks like. Because what I would say [00:52:00] for deals, what I would think would be really useful information is … Because deals help you manage where your contacts are in any given business process, life cycle, what have you. What I would find useful is knowing the time that a contact is in a certain stage because we have the automations running where you are tracking kind of where, or you could have automations tracking when they’re moving. [00:52:30] So if deal stage is updated to demo, we send them all this information. If they get in to follow-up, we send them this information. But what I think would be helpful to know, is how long they’re in those stages.

Yes. Time and stage would be useful. Right, if too long, do something to move them along. Exactly. So let’s see what kind of information we can get from this, and we have seven minutes, but if we don’t get this done completely [00:53:00] I will continue to build this out, and send this to you guys because I think this would actually be really useful. But I think it would be a combination of not only webhooks, but you’d also have to have an automation running to record those times. At least I think, in my head. We’re going to find out. So let’s see. We’re going to catch this hook.

[00:53:30] We’re going to use this. So we’ll copy this one. Deal is added. All right. That … add. [inaudible 00:53:55]. I did that. Okay. I did this. Oh, I got to add a deal. [00:54:00] New deal. Let’s add one for Adam. [inaudible 00:54:17]. Doesn’t matter where. Okay. All right. Let’s see what information we have. [inaudible 00:54:27]. I’d explain to people … Oh, [00:54:30] thank you. You’re right. I should explain that.

So anyone not familiar with Zapier … I’m sorry guys. Sometimes you ask me a question. I can get totally in my head trying to figure it out. So Zapier, well in this particular instance. So anytime you have a trigger, Zapier is always going to try to test it. In the webhook world, it has to first have that data. For example, we set this [00:55:00] up with webhooks, and we hit webhooks, and we hit what we want it to do. We want it to catch that data. So basically, looking for that data in ActiveCampaign, and what we had set up was that deal is added. So it was basically looking for a recent deal to be added.

Then if I go here to test the steps. So it’s like, “Okay, pick off the child key.” It’s basically just saying, “Did you enter in the URL?” Then [00:55:30] to make sure when we were on that previous page, it was looking for that action. So basically it’s just testing it out, and that’s why I added a deal. It was like, “Oh, I have to add a deal so that it actually knows that it’s happening.” It pushes that data to that URL, and then test is successful. Then you can see … This is the kind of data we can pull over. So that’s interesting. Let’s take a look at what we can put into [00:56:00] Google.

We’ll create a new row. So basically, we’re just going to create … I don’t have a spreadsheet set up, but we can release. We’ll just say my reporting spreadsheet. We’ll put it in my campaign [inaudible 00:56:22] for now. All right. So let’s see what information we have. We’ve got [00:56:30] the date and time it was added. So we can absolutely record that. The stages. Ah, interesting. We’ve got deal age. So we can record that here as well. That’s interesting. I wonder if we could set it up where it’s constantly looking for that. Then deal value.

It looks like we can find it. So the trick [00:57:00] would then be, how do we incorporate this web hook into an automation, so that that information is being posted that way? I’m going to have to actually … I’ll do some digging, and some testing, and send that out to you guys because that’s a really useful one. But you could absolutely use it. It would just be creating all the steps to get that, and then you could also have … [00:57:30] So if you’re recording that date and time here, so when it actually moves to another stage, you can do the same thing. We can have that time. Push into Google, and you would just have to map the two together.

[inaudible 00:57:47]. See if you do the math on the difference… Right. Yeah. You would have to do the math on the difference, from when created to when it moves. For the deal age, I’m wondering if we could do … Like if you could have deal age when it’s first created [00:58:00] because that would be static. It would just be one minute, let’s say, but then if we could have another action and record the deal age when it moves the stage, that would be useful too. Or just date and time. So yeah, I think we could probably do it two ways.

So that gives me some homework, and we can actually. I’ll send that out, or make sure Chris has that to send that out to you guys whenever he sends out the follow-up. But great question. [00:58:30] I love that. Let’s see. Could you please … Yeah, I will add you guys to the Wednesdays Success Hours list. We don’t actually have a registration link yet. It’s coming, but yeah. This is actually, once I figure out how to do this deal age, and deal time, I might actually create a Success Hour specifically for this. So definitely stay tuned. I’ll make sure you guys get added to that if [00:59:00] you like. If you don’t want to be, just let me know, but it’s basically just a weekly session with me, again, and we cover a topic. But we actually build out the automations live, and go through all the steps. All right. Well, any last questions? We’ve got one minute.

I appreciate all the activity and participation. Chris will be back next week, twice a week. So [00:59:30] definitely. I know, he’s always missed when he’s not here, but these are great questions and I hope you guys learned something. And if not, let me know what … Here, let me actually send you all my email. If you do have follow-up questions, please let me know, and I’ll make sure that we cover them or that he covers them in the next session.

[01:00:00] Let’s see. Share other CRM pipeline ideas, options, to help add in. Will do. All right guys. Well, thank you so much, and we’ll talk … Are you also doing … To answer Mark, if I’m doing a weekly call. We do something on the success team. We do weekly webinars that we call Success Hours, and we tackle specific ideas. So Office Hours, yeah. You got it, [01:00:30] but if you’re not already on that list, I can add you. Then of course, if you want to be added to the list, just send me a quick email and I’ll do that as well.

All right. Well, it was great talking with all of you. I will talk to you soon hopefully, and have a great weekend. Bye everybody.