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Understanding Goals with the CPA method, and useful site tracking hacks

Recording of Office Hours hosted by Chris Davis on April 20, 2018.

Topics covered in this session:

  • Understanding how Goals work in an automation with the Condition, Position, Action (CPA) method
  • How to import contacts’ date fields
  • How to filter out contacts from entering an automation when a separate automation is entering them into that automation
  • Useful site tracking hacks

Transcript

Chris Davis: All right. So, let’s get started. I’m coming right to you, Josey since you have your hand up. Then, I’ve got a few questions in the chat I’m going to get to. Jeff, are you new? I don’t remember seeing your name [inaudible 00:00:16], so welcome. Josey, I am giving you access now. All right. I’m going to unmute you. Josey, hello.

Josey: [00:00:30] Hi. How are you?

Chris Davis: I am doing well. Nice to meet you.

Josey: Nice to meet you. Actually, I’ve been listening to the podcast, so I feel like I already know you.

Chris Davis: Great. Even better.

Josey: I have two questions.

Chris Davis: Okay.

Josey: The first one, I think is quick, and the second one, I think is not.

Chris Davis: Okay.

Josey: The first question is there a way to quickly check the links? I’ve been using [00:01:00] a template, but my template had links in it. So, I just want to make sure that I am going back and putting the appropriate links in the emails, if that makes sense. [crosstalk 00:01:12]-

Chris Davis: Where do the links go?

Josey: Sorry, what did you say?

Chris Davis: Where do your links go?

Josey: Different places. So, like to blog posts or to a specific webpage.

Chris Davis: Okay.

Josey: I’m not sure if there’s a way to see what links I’ve included in the emails, or if I should delete the link [00:01:30] that I’ve got in the button in the template, so I don’t keep making that mistake?

Chris Davis: Yeah, so you’ve done … You’ve gone to campaigns. Can you see my screen? You can still see-

Josey: Yeah.

Chris Davis: … my screen, right?

Josey: Yeah.

Chris Davis: Okay. You’ve gone to campaigns, and then under templates, you have one. I’ll take Sherry’s here. This button here has a link that you change out wherever you send it, right?

Josey: Right. Like, “Read this blog post,” or, “Read this thing,” or whatever it is.

Chris Davis: Yep. You want to check [00:02:00] that that link has been changed effectively?

Josey: Yeah. I’m just wondering if there … Like for an automation, I have a ton of emails. Is there a quick way to see what leaves?

Chris Davis: Yeah. Oh, that is a really good question. Here is … Let me show you this. [inaudible 00:02:17]. Let me try to find one with a lot of emails. How do I do this? I still am … Ah, actually it’s sends email. All right. [00:02:30] I should have some. This one looks like it’s sending six emails. All right. So, it’ll give me my list. You’ll have to look at the report. Yeah, you have to go into view emails, and you’ll get an overview of all of them here.

Josey: Okay.

Chris Davis: So, you’ll have to view the report for each one to see the links. There’s no way to see it kind of like a global level.

Josey: Yeah. That’s okay. Okay. That’s fine. My second longer [00:03:00] question is … So, I’m new. I finished setting up my form, like an [inaudible 00:03:09] form to go on my website. I have set up an automation to connect the subscribers to a welcome onboarding sequence.

Chris Davis: Right.

Josey: I have no idea what goals are, so I’d love to know about those. But [00:03:30] does that have anything to do with, “I’d love to get 100 subscribers in two weeks,” or something like that. Is that what goals are for?

Chris Davis: Oh. That is such a great question. Oh my goodness. Perfect question. Let me see. Nicole, you have a question on goals, too. So, I’m going to try to see if I can get two for one. Josey, you don’t understand how great [00:04:00] this question is. See, now you’re pulling on me, and I want to tell you some super proprietary information. The reason why you asked that question is the reason why … Let me save this PC. We may or may not be revisiting how goals are used. Okay.

Honestly, your mind went to what most people think of. When it’s a goal, it’s like [00:04:30] let me set a goal for this automation. Once that goals achieved, notify me or do something.

Josey: That’s just like how Google Analytics does it, right?

Chris Davis: Exactly.

Josey: Your goals is to get traffic or-

Chris Davis: Yes, yes, right. So, the good thing is you’re not far off. Actually, let me go back to that. Where was that? Let me go back to this. I think this will really help you understand that goals. I want to go back to that same automation that I had. [00:05:00] This one. All right. So, in this automation, this is very similar. They fill out a form. They get this tag, and then it’s this email. Then, every week is just a nurture.

So, what a goal is going to do is … As far as the functionality, you are correct. That’s how a goal will function. You say, “Hey, this is my criteria, and once it’s met, do something.” Okay. Now, [00:05:30] the doing is where it gets a little, I would say, confusing for most people. So, let me delete this. Watch this, okay. Delete that. Instead of this wait for two days, I’m going to put a goal down here. All right.

I will say since this is a drip sequence, it’s like courses, I’ll say purchase final course. That’s my goal. [00:06:00] I want you to purchase my course. That’s the entire reason you’re filling out the form. You get access to the free course, and as I’m feeding you every week, you should want to purchase the real course. Okay?

Josey: Okay.

Chris Davis: So, that’s my name. Now, what I need to do is inform the automation, “When is this goal achieved?” Okay. So, this goal is going to be specific to each contact that comes through, which [00:06:30] means it can be achieved multiple times. So, I want to say, “This goal is true when,” and now I can pick any criteria. For the sake of this one, I’m going to say, tag exist, and I’ll say, “A new enrollment,” because I wanted them to purchase.

Now, this tag could be added in another automation. It could be added from an [00:07:00] external system. But when this tag is added on the contact that’s in this automation, that means this goal is achieved.

Josey: Okay. To kind of back up a little bit, the way that they would get that tag is my you’re up-selling that paid course in one of the previous emails-

Chris Davis: Yeah.

Josey: … and the tag is applied by using maybe a zap with PayPal or something like that.

Chris Davis: Yeah, something like that, or if the platform integrates, like [00:07:30] a deep data. If they’re using WooCommerce or Shopify, they add the tag that way.

Josey: Okay.

Chris Davis: Even manual would work. Like, “Hey so and so, can you go into the system? They enrolled. For some reason, they don’t have the tag. Add the tag.”

Josey: Okay.

Chris Davis: Right. So now, we have flexibility in how the goal is achieved. So now, this goal can be achieve outside of ActiveCampaign in the automation even. So, that becomes where [00:08:00] it gets powerful and confusing because it’s like, whoa anywhere in space this can happen. Now, that we’ve specified what condition determines this goal, I need to now say what happens when this goal is achieved. What will happen is this. When this goal is … Let me … This is the confusing part everybody.

Josey: Because you could just add the tag and [00:08:30] then add them to an automation. But the goal, like you want to track your goal more. Right?

Chris Davis: Yeah, it’s tracking and jumping. [crosstalk 00:08:42]. So for here, we have the condition, and then we’re saying … So, think of it like this, condition, position, action. Condition, position, action. It’s CPA, condition, position, action when it comes to goals. I need to specify condition. [00:09:00] I need to determine the position, and then I need to specify my action. Right?

Josey: Okay.

Chris Davis: So, the condition is what we just did, new tag. The position is where can this go be achieved? Can it be achieved when the goal is below the contact or anywhere in the automation?

Josey: And what does below the contact mean?

Chris Davis: Oh, I love this. Josey, thank you so much. Just so you know, I’m taking this entire [00:09:30] recording to the product team. This conversation is gold, right? Let me cancel out of this real quick. As a contact comes in, they’re going to be waiting here for a week. Right?

Josey: Right.

Chris Davis: After a week, they’ll proceed. So, if the goal is down here, that means it’s below the position of the contact in the automation. It’s below their step.

Josey: Okay. But it’s specific [00:10:00] to below that one? [crosstalk 00:10:03]. Otherwise, you would want to move the goal up?

Chris Davis: Yeah. Hold on. Hold on. Keep listening. Everybody, this is why I wanted you all to ask questions because this is such a great question, and it would’ve been easily overlooked. Josey was like, “Oh, everybody knows this one.” Let me show you something. Let me show you. This is so good. I knew today would be a good day. My [00:10:30] fake twin brother, and I am going to put him through, I think it was called [inaudible 00:10:38]. There we go.

I’m putting him in the automation. So, he should be in the automation when I hit refresh. There he is.

Josey: Okay.

Chris Davis: Okay. So, he’s at this position. So, this goal is below his position.

Josey: So, you want him to go through that first welcome email [00:11:00] before they can even hit the goal? Is that kind of what that [crosstalk 00:11:06]-

Chris Davis: Maybe. Now, you’re talking about the action. All right?

Josey: Okay.

Chris Davis: So, this is good. You immediately went from position to action because they both tie in. The important part about the position is if I do below contact position, when this criteria is met, they’re going to jump to it.

Josey: Okay.

Chris Davis: Okay. If I were to choose anywhere, [00:11:30] it doesn’t matter where I put this goal. They could jump up to it. They can go down to it, over to it if I have an if else. You get what I’m saying?

Josey: Yeah.

Chris Davis: That means the contact can be anywhere within the automation.

Josey: Okay. So, that would maybe be useful if you have a soft sell, and then you have a hard sell?

Chris Davis: Mm-hmm (affirmative). Mm-hmm (affirmative).

Josey: Okay.

Chris Davis: That’s one case. So in here, specifically to this one, it would be I want to keep nurturing them until they buy. [00:12:00] If they buy, stop sending them these emails.

Josey: Yeah. Okay. Okay.

Chris Davis: Right. They’ll achieve the goal and jump down here.

Josey: If they buy, you’re going to personally send them flowers because you’re like, “You did it.”

Chris Davis: Right. And I can do that. Look Josey, I can do that because the next action is what takes place after they achieve the goal. So, I can have some notification that says, “Send so and so flowers right now.”

Josey: Yeah. Okay.

Chris Davis: Right?

Josey: Yeah.

Chris Davis: So now, the last one is the action. So, if someone meets this criteria, [00:12:30] they are going to jump here. [crosstalk 00:12:35]. Can’t change that. If they meet that criteria, they will jump. Guess what? If they come into the automation and that criteria is already met, they’re going to jump.

Josey: Okay.

Chris Davis: All right. So, you can’t change that. That’s embedded in the functionality of the goal. What you can change is what [00:13:00] if they don’t satisfy this criteria and they make it all the way through here, and they experience this goal? What should we do? The three things we can do is continue anyway. This treats the goal like it’s invisible.

Josey: Okay.

Chris Davis: Okay. Even if they don’t achieve it, they keep going. Does that makes sense?

Josey: Yeah.

Chris Davis: Okay. Then, wait until conditions are met means the second they get to this goal, if they haven’t achieved it yet, [00:13:30] you’re stuck here until you do. It’s like go to your room until you get your act together, and don’t come out.

Josey: Think about what you’ve done.

Chris Davis: Right. You’ve got all these emails and you haven’t purchased. You think about it now, and purchase, and don’t proceed, right? So, that’s what the wait will do, or we can just say end this automation. If you’ve gone through all of this and you haven’t taken action, just stop.

Josey: Okay.

Chris Davis: It’s over. So, the [00:14:00] part about … Normally, you’ll do wait until conditions are met. The added piece is now you can track your goals.

Josey: Right. So, X amount of people went through this automation and this many people purchased?

Chris Davis: Absolutely.

Josey: Okay.

Chris Davis: What it will look like, Josey, is this. Let me filter my goals. That’s a goal. What you’ll see is … [00:14:30] See that when I hover over the goal?

Josey: Yeah.

Chris Davis: It gives me my completion. My [crosstalk 00:14:35] really my conversion rate.

Josey: That won’t exist until you put the goal in the automation?

Chris Davis: There you go. Because otherwise, it’ll show like this, zero goals in this automation.

Josey: Okay.

Chris Davis: Yep. Now, here’s where I want to challenge you a bit. This setup is the basic. If you master this, you’re good. [00:15:00] You understand that this goal is going to prevent them from getting communication or actions once they meet their criteria. So now, our mind expands to other use cases of goals. This is not a closed answer. I just want to leave it open ended for you to explore.

Josey: It sure does.

Chris Davis: Josey, I’m working some magic here. I want you to keep coming back, I do. [00:15:30] I like your questions and I like where you’re at. What you’re going to do for me is really help me understand your learning progress through this-

Josey: Yeah.

Chris Davis: … specific to goals. But I’ll start with that.

Josey: Okay.

Chris Davis: Goals can be used. Some people, although they can be used to measure, Josey, some people will just use them for the jump function.

Josey: Right.

Chris Davis: Right? I want somebody to jump down here, or you want to prevent somebody from getting communication if they’ve already done something.

Josey: [00:16:00] It’s basically just saying if they already bought, I don’t want to keep selling to them.

Chris Davis: Yes, yes. Even if they opt back into like a pre-sell path, it’s like [crosstalk 00:16:11] achieve this goal, so just come down.

Josey: I feel like that brings up a really good question.

Chris Davis: Yes.

Josey: From myself. If someone opts into something that they’ve already opted into, I get that it easily won’t send them … It’s already set up so it won’t send them that information again. [00:16:30] Is there anyway to be like, “Oh, you’ve already got this?”

Chris Davis: There is. There is. So, there’s two ways you can do this. What you could do … If you want to have a path for repeaters, then the condition that you use in this goal becomes critical.

Josey: Okay.

Chris Davis: Right? By that I mean if I use a condition, “has [00:17:00] enrolled,” once they’ve enrolled, that condition is always true. So, there’s no way that they can ever get anything different in this automation because that’s my goal condition. Does that make sense?

Josey: That makes sense. [crosstalk 00:17:19]. So, it wouldn’t send them the whole automation again?

Chris Davis: Yeah. They wouldn’t get that automation because they’ve already done it. Right?

Josey: Yeah.

Chris Davis: Because they have that tag. What [00:17:30] I would have to do is say, “For the sake of my goal, I want to use a different tag to say they’ve achieved it,” one that I can remove. So, if they come back through, I can say, “Hey, you’ve already done this.”

Josey: Yeah. So, you could just add a take at the end when they achieve the goal, and then add another email that sends to people who have that achieve take, being [00:18:00] like, “Hey, you opted into this again. Here are other things I offer.”

Chris Davis: This is true, right? So, right after they achieve this goal, if I had a tag, some indicator … It can be anything, a custom fill, whatever. Some indicator, I can then do this and say, “Okay, I know you achieved this goal, but now I need to know have you done this before? Is this your second [crosstalk 00:18:26]-

Josey: Yeah, did you finish it [crosstalk 00:18:30] [00:18:30] emails just sitting there.

Chris Davis: Yeah. I’ll use your language achiever. Now, they’ve come in. They’ve got the goal, so they don’t get any of this information, any of the previous actions. Now, I’m saying, “Hey, did you achieve or was this your first time?” Because if you’ve already achieved, this is your second time. If you have this, I want to say something like, “Oh, welcome back,” or, “Hey, go ahead. Try again,” or something. [00:19:00] If not, I don’t want to do anything.

Josey: Yeah, it depends on what kind of content you’re giving.

Chris Davis: Yes, there you go [crosstalk 00:19:06].

Josey: Okay.

Chris Davis: Yes, yes. I see your marketing mind turning.

Josey: Who can volunteer to do all of this?

Chris Davis: I will admit that … Have you had a one on one?

Josey: Yes, with Johnny. It was amazing. It was two hours ago.

Chris Davis: Oh, and look at you. Josey, [00:19:30] you are on fire.

Josey: [crosstalk 00:19:33] for being a big fan.

Chris Davis: Right. Oh my goodness. I’m going to give that feedback to Johnny. So, are you the sole business owner or you-

Josey: Correct.

Chris Davis: Okay. So, you do the implementation-

Josey: Yes.

Chris Davis: … and everything else. Okay. So, you just need … For you, this is just another task to have to do.

Josey: Yeah. I think that entrepreneurs often need more things to do.

Chris Davis: Yeah. Right. Right.

Josey: [00:20:00] You can never have a long enough checklist.

Chris Davis: Yes. So, here’s what I would say. I would say continue to use your one on one and continue to use this time.

Josey: Okay, cool.

Chris Davis: I build out automations as well during office hours, and I’ll share them with you. Just use these two resources at a bare minimum as much as you can in the meantime, until you find somebody who can.

Josey: Okay.

Chris Davis: Deal [crosstalk 00:20:29].

Josey: [00:20:30] With that Oprah thing, where you see it, think it, and then it happens?

Chris Davis: Yeah, I don’t know, but [crosstalk 00:20:38].

Josey: I’ll Oprah it.

Chris Davis: Oprah it. Fair enough. But please come back. Come back and update me. Like I said, use the one on ones. Use this to your advantage and [crosstalk 00:20:53]-

Josey: For sure. Okay. Someone else can talk. I’ve kind of hogged much of your time.

Chris Davis: Perfectly fine. That’s what it’s for. Nice meeting [00:21:00] you, Josey.

Josey: Thank you.

Chris Davis: Okay. All right. Great. Nicole, I haven’t looked at everything else. Nicole, let me know if that answered your question because I’m going to jump to the next one. Then, right when I get to your question, I’ll scroll down and see what you said. All right. Okay. Riker, here we go. We’ve got yours. ” [00:21:30] It helped a lot.” Okay great Nicole. I’m going to still give you the floor if you need it.

All right. That was a good one. Man, that was good. Thank you again, Josey. All right. Oh, this is Riker. Sorry, Riker. All right. There we go. “What date/time formats are able to be read as dates in ActiveCampaign is not …” Oh, great. I will add that. Riker, let me know [00:22:00] if this is what you’re talking about, too, just so I can ensure. I forgot where it’s at. Where is it? Where is it at? It’s not here. I have not used this one in so long, I think it’s advanced.

Are you talking about this, like the types of formats here? These formatting examples, Riker? [00:22:30] Oh, oh, okay. You have a separate question. Okay. Oh, oh, my bad, Riker. I had it slipped over. All right. You’ve got the floor, Riker. I think, yeah.

Riker: Hey, Chris.

Chris Davis: Hey, Riker. How you doing?

Riker: Doing well. So, what I was talking about is I had CSV of contacts that I was trying to import into a custom field that was set up as a date field-

Chris Davis: [00:23:00] Oh. So, like read on the import?

Riker: Like, “Hey, if I do year, year, year, month, month, day, day, is that going to work? Whereas, if I do month, day, year, year, is that not going to be able to be read by ActiveCampaign?” So like-

Chris Davis: Absolutely.

Riker: So, we just [crosstalk 00:23:21] and figured it out. But [crosstalk 00:23:24]-

Chris Davis: What did you test out? What did you find?

Riker: What?

Chris Davis: What did you find, Riker?

Riker: Oh. Sorry, I [00:23:30] found that month, month, day, day, year, year, year works.

Chris Davis: Month, month, year, year. Okay. I’ll start there, and then I’ll have to team do some more internal testing to see if there’s any other combinations or any way to change that. I’m thinking maybe it’s related to this, too, the format that you have set up here. By default, it’s going to be month, day, year. So, yours should be month, day, year, but what [00:24:00] happens if I change this? Does it also change the import?

Riker: There may be other … To be honest, we found one that did work, and that’s not testing.

Chris Davis: Okay. All right. Well, yeah, yeah. Leave it up to us. We’ll verify. This is a great, great recommendation. So, it’ll be there probably next week actually, Riker.

Riker: Cool.

Chris Davis: Yep. So, I appreciate it, man.

Riker: Do you have time for a separate question?

Chris Davis: Yeah, go ahead.

Riker: Awesome. So, I’m just going to read [00:24:30] it. It sounds more complicated than it is, but I just want to put it all out there, and then we can take it from there, if that’s good.

Chris Davis: All right.

Riker: Let’s say I have automation A, which send you through some emails, has not start trigger, and it takes you a week to get from start to finish for that automation. Automation A receives contacts from automation B, C, D, so on and so forth. All of those are set to run multiple times, and they have to [00:25:00] be. So, I know that if I want to … So, the question is what is the cleanest way to keep users currently in automation A from restarting it until they finish it once?

Chris Davis: Yeah, because your struggle is you’re not using a start trigger from automation A.

Riker: Right.

Chris Davis: To filter them out.

Riker: If we want to, we can do the whole, “Does the contact have tag in automation at the start? [00:25:30] If tag in automation exists, then filter them out, and then remove that tag at the end.” That just uses unnecessary tags, though. It works, but I was just wondering if there was anything cleaner. I was looking at the “has ended” automation if else condition. I don’t know if you can use that in the automation if you’re checking to see if they’ve completed [crosstalk 00:25:53]-

Chris Davis: No, you can’t. So, what you’ll have to do, Riker, is in automation B, C, B, or whatever, before the action [00:26:00] of add them to automation A, run an if else. Because if they’re in automation A, you don’t want to add them again, right?

Riker: Right.

Chris Davis: Yeah. You’re on the right track, but your if else … So, take for instance, let me call this automation B just so we’re clear.

Riker: So, in automation B, check to see if completed A, if not, send them.

Chris Davis: [00:26:30] There you go, Riker.

Riker: Okay.

Chris Davis: Automation B right before I do this. Start an automation, and I select automation A or whatever. Right here is where I would do the check, if else.

Riker: Cool.

Chris Davis: Are they already in automation A, and if they are in it, don’t do anything, but if they’re not, send them over.

Riker: So, it sounds like we can do that “has [00:27:00] completed” on the automations that are passing them to automation A [crosstalk 00:27:06] tag thing in automation A.

Chris Davis: You know what I think? I’m thinking has … Where is it currently in? Where is it currently in automation would be better.

Riker: Right.

Chris Davis: Because they’re in the process. You don’t want anybody, if they’ve ended the automation or if they’ve completed it, you want to allow … Well, wait a minute. If they’ve completed [00:27:30] automation, do you want them to be able to go in it again?

Riker: Yes.

Chris Davis: Okay, yeah. So, I think “currently in” is going to give you the people who are going through it.

Riker: Okay.

Chris Davis: So, if they’re going through it, you don’t want to, but if they’re not currently in it, then yes.

Riker: Then, they can go in it again?

Chris Davis: Exactly. Exactly, yeah. That’s the one I would use.

Riker: Awesome. Thank you.

Chris Davis: Yes, no problem, man. Appreciate you diving in, chiming [00:28:00] in.

Riker: You got it.

Chris Davis: Always good to hear you, man.

Riker: Yeah, you too.

Chris Davis: All right. Appreciate it, Riker. Great, great, great. All right. Right down the line. Riker, CPA you beat me to it. I’m just not reading everybody stuff. All right. Did I get you, Dorine? [00:28:30] Oh, Dorine, I missed you. Oh, wait, wait. Okay. I’m ahead of myself. All right. Nicole, let me put yours up here. I’m going to put your question up here, Nicole. Then, I’m going to read the comments you have below the question. If you have anything in addition, let me know because I may have answered some of it when we were talking about Josey‘s, since I haven’t read through all of these.

“Jumping is my main goal.” Okay. [00:29:00] So, I’ll cater it towards jumping. Nicole says, “My questions is about goals in an automation. I’m testing in automation with goals and I hit the first goal, but never received the email, and moved through the automation to next email, and did not receive that email.” So, you’ve got emails divided by goals, right Nicole? What you’re seeing … Oh, hold on. Let me go [inaudible 00:29:29]. There we go. [00:29:30] You’ve got emails, and they’re separated by goals. When someone achieves the goal, they’re not getting the email, right? I never received the email. Yes.

All right. So, let me see. Actually Nicole, if you feel comfortable, can you do this? Go into your automations and hit this drop down here, and click share, and send me this URL [00:30:00] right here. If you can do that, I’ll just import your exact automation, and then we can talk. I was going to build one out similar, but I think it’ll be easier to work off your automation. I think we can definitely figure out what the goal combo is. While you’re doing that, let me just do a quick glance here.

[00:30:30] Here we go. Dorine, while Nicole is getting that link, I can do this one real quickly. That’s Nicole. Okay. Hey, hey. Hi, Dorine. Dorine asks, “I have an automation with a subscription form that has checkboxes in it? I can’t remember where to go to edit and add another checkbox. I did check the help center.” All right. Thank [00:31:00] you for letting me know this, Dorine. So, what you’ll do is you’ll go … There’s many ways you can get to this, but you’re looking to manage your fields.

Here, let me just show you the ways. Well, two of the most common ways are list or forms. Okay. I’ll show you they both get us to the same destination. If I click on list, look at that. You see where it says manage fields? It takes me to all my custom fields. [00:31:30] If I’m on forms, you see I’m on the forms one, look at that. It says manage fields. So, I can get to that same screen those two different ways. Whatever you feel comfortable doing. When you’re at the manage fields, what you’re looking for … Let’s see. See, this one I have checkboxes? You just hit edit right there, and you’ll be able to edit that checkbox.

One thing to note is if you change this value, it will change across [00:32:00] the contacts. If you delete this, I am unsure of what happens. I don’t know if it erases it, or just takes the next value. So, that is untested. Actually, I’ll work on getting an answer for that, but this is where you go to edit them. Nicole, let me know … Yep, no problem, Dorine. You’re very welcome. Nicole, let me know where you’re ready. There it is. Look at that. Right on cue.

All right. So, Nicole [00:32:30] has this automation. New automation. This is how you import automations everybody. You select new automation, and select to import, and then paste the URL. It’s probably going to ask me to update my name and stuff since you’ve got some goals in here and some emails. Sort general communications. We’ll go through the wizard here. I need [00:33:00] a date field. Event date is fine. Look at you. You’ve got date fields, goals, and emails. Nicole‘s up to something here. Events. Is Josey still on? Josey, this would be a good example of another use case for goals.

No pressure for you to take it all in today. It may be a bit much, but just [00:33:30] know that this is recording. You’ll be able to watch it at your leisure. Pressure. All right. Here we go. Oh, SMS. Nicole, look at you. All right, everybody. Brace yourselves. Okay. So Nicole, I’m going to read your automation to you. At any point, chime in and tell me … Hey, Jeff. I see your question, too. At any point, let me know if [00:34:00] I’m off at all. Okay? So, Nicole has an automation that starts two ways. It’s with the tag client or test.

So, the test could be you literally testing it or a sample whatnot. Anyways, these are the two ways people enter the automation. Once they get this tag, this is probably coming from another system. Nicole, I can tell you’re familiar with the platform [00:34:30] because she’s subscribing them to a list. You should make sure that all contacts are on at least one list if you plan on marketing to them via automations. Okay.

So, Nicole has got that box checked. They came in through a tag, and she’s adding them to a list. Often times, you’ll see somebody subscribe to a list as the start trigger. That’s a lot less flexible as a tag because you can subscribe to a list multiple ways, [00:35:00] and you’ll need a way to determine how you did it. Whereas, when you flip them like this, Nicole is able to specify exactly how they got on that list because of this tag.

So, they’re on a list. Now, all right, Josey. Brace yourself and follow me here. Nicole is doing date based goal conditions, date based goal conditions. I don’t want to confuse you at all. You [00:35:30] know what? Yours truly actually wrote this blog post. This is my early days at ActiveCampaign, when they let me on the blog. Don’t do much blogging anymore. I’m going to put the link to this in the chat. Josey, take a look at that one as well. This one breaks down how you set up date based goals.

I give you the nomenclature for what before means, what [00:36:00] after means, I mean plus and minus mean, and then how to set up exactly what Nicole has done. So, I won’t belabor that. Essentially, Nicole is saying if you’re 10 days out, this goal is executed. Now, wait until 6AM, and you get the 10 day reminder. Okay. Yep, no problem, Riker. So, let me walk you through it just really, really quick. [00:36:30] Let’s say I subscribed on day 11. Day 11, I come in and I wait here because this goal is set to wait until conditions are met. I wait here until it’s day 10.

At the point where it’s day 10, this is 12AM, it’s 10 days away. How is Nicole determining the day? She’s got a custom date field. Nicole, you [00:37:00] tell me. Feel free to let me know exactly how you’re doing it. Before this person is added to this automation, that date field is populated. The date field is the day of her virtual implementation day. Let’s say Nicole‘s virtual implementation day is April 30th. All of these people who have this tag client, 5/22/18 virtual implementation day reminder, [00:37:30] in that date field, they have April 30th as the time.

So now, based on that, this goal is saying, “Hey, is it April 20th?” Because that’s 10 days before. So Josey, that’s the goal condition. Now, we’ve moved it from tag to actually date based. Now, this thing is saying hey … Nicole‘s not necessarily measuring this goal. She could, but she’s using this goal [00:38:00] to pause them or to prevent them from getting the wrong communication at the wrong time.

So, she’s using this goal, says, “Hey, wait. You’re in a little early. You came in on the 19th. The 20th is 10 days out.” So right on the 20th, guess what happens? This goal is achieved, they go down. But Nicole is like, “Whoa, slow down, slow down. Wait until 6AM.” They wait until [00:38:30] 6AM, this is achieved, and then they get email number one. Now, Nicole has taken it to the next level, which I like what you did here, Nicole.

This is a backup plan for her wait condition. If for any reason, you get stuck here for over five days, then you proceed. The reason being is because at five days, [00:39:00] this goal is going to be achieved and yanked in anyway. So, this is just ensuring nobody gets stuck. Now Josey, pay attention to this. This is where it gets a little tricky. What if somebody opts in at day seven? Day seven is after 10 but before 5. What’s going to happen? Nicole, this may have been what you were seeing.

If they opt in at day seven, [00:39:30] guess what’s going to happen. They’re going to come in. This goal is the gatekeeper and says, “Hey, are you 10 days out?” Guess what? The answer is no. This goal is not smart enough to know where you’re at. It’s just looking for a binary. “Are you 10 days before?” The answer is no, so guess what they do. They wait here. Do they wait here indefinitely? Absolutely not. What’s going to happen is they’re going to be here until a goal condition [00:40:00] below them is correct.

All right. So, I’m waiting here until one of these goals become correct, and what happens? So, day seven I’m waiting here. Day six, I’m waiting here. What happens on day five? I jump down to here, and at 8AM, I get the second email. Why is this important? Because what Nicole does not want to do is you come in after day 10 and get a day [00:40:30] 10 reminder. Wouldn’t that be weird? You came in at day seven and it says, “Hey, we’re 10 days away.” You’re like, “Hold on.” You’re doing finger math now. You’re doing, “Monday, Tuesday, Wednesday.” You’re counting your fingers like, “Hold on. That doesn’t add up.”

So, this is a way to ensure that your reminders are sent to the right people. Now, people can come through this automation dynamically and ensure they’re getting the correct communications. I just want to say great job on this, Nicole. You did a really good job laying this [00:41:00] out. So, the question at hand is, “I’m testing automation with goals.” She hits this first goal but never received this email, and then moves through the automation and received the second goal. All right, great. So, that may have been what you experienced, Nicole. You may have hit this goal, and this five-goal reminder became true for [00:41:30] this one. So, you never got this email, you got this email. You got the second email.

So, the important piece would be when you’re testing what date field do you have in your customer field, and when do you add them to this automation. So, I’ll tell you right now, you can test each of these. It will take a little bit of time because you want to ensure day 10, but if you’re event date [00:42:00] is today plus 10 … So, if it’s April … Hey, look at that. April 20th today. I didn’t even plan that out. If it was April 30th, and you add them to this automation, they should go right past this goal and be here. That’s how you would test this goal condition.

If you want to test this goal condition, you would move [00:42:30] your event date for that test contact to April 25th. What you should see, you can add it here manually. It should wait here for like a minute or so. Then instantly this goal should be achieved. So, they’ll skip this email, and then they should be waiting here. Okay. If you want to test this one, I would set the date field for April 21st because [00:43:00] that means today would be the day before. It should start off here, wait here. It could happen so quick that they skip both of these and just go right down here. It could happen very quick.

Actually, I would say that’s one thing to keep in mind. This subscribe to list may not always get executed because if they opt-in or this tag is added and it’s day 10, they’re going to see that this goal is true, and they [00:43:30] may just jump right down here and skip over the subscribe to list. So, that is something to keep in mind. That will happen when you have goals because goals pull people … Sometimes, the goal can take up to like two to three minutes, but most of the time, that thing is instantaneous. It’s like boom. It fires off.

So Nicole, that’s how I would test this. That may have been … Because you have everything configured correctly, Nicole. That may have been [00:44:00] why you received email number two and not email number one. Okay. Yeah. So, no problem. Test it out. Test it out exactly how I should you. “Off until next week.” Okay, great, Josey. Have a good one. Test it out like I showed you, and report back. Please report back, Nicole. Let me know if you still have any issues or if that didn’t solve it. I’m pretty sure that will take care of it. All right. Thank you so much. Oh, perfect, [00:44:30] great.

Thank you for that feedback, Nicole. Jeff, let me see. Where you at, Jeff? I thought I saw you, Jeff. Ah, here we go. Jeff, I want to say I’ve seen you, but I think that I’ve seen another Jeff because I don’t recall your last name if you had been on here. My apologies, man. Oh, this is my first. Just read the question, Chris. All right. Welcome, Jeff, welcome, welcome, welcome. [00:45:00] Thank you for asking your question for your first time on office hours. All right.

“I’m new to AC. First time in office hours. I have two questions.” Let me split them up real quick. “One is I have an RSS automation that is not picking up the latest blog feed. I don’t have something set correctly.” Let me just be honest with you here, Jeff. The RSS feed action is probably one of the most unreliable ones. [00:45:30] The reason being is because that RSS, the poling to it is inconsistent at best. I don’t know what finger to point. I don’t know if it’s the RSS or if it’s our ability to pull in the RSS feed.

I’ve had this exact thing happen to me where it was working for a time, and then it didn’t. So, it is [00:46:00] something that I will tell you I have personally made the product team aware of. What I would recommend, Jeff is have a support ticket just to get a second set of eyes on it to ensure that it’s set up correctly. Just so you know everybody, this is WordPress specific though. If you have a WordPress website and you want to … I think you do [00:46:30] feed. There it is, yes. If you want to access … This is very technical and I apologize for you. That may have been my what did you just do.

If you want to see your RSS feed as far as what is being pulled, if you go to … Because most of us have like yourwebsite.com/blog. So, if you go to the URL that you want to pull in are and just type /feed, it will [00:47:00] give you everything that that RSS feed is pulling. Okay. What happened to me, Jeff, is one time when I went and looked at my feed, my feed actually wasn’t updated. So in that respect, it was on my end. I had to go and figure out, “Hey, I did some …” I can’t even remember what I did, but I did something and my feed didn’t update.

As you can see with this ActiveCampaign blog, it is updated and it’s pulling always the recent ones. I [00:47:30] present to you that solution. In the meantime, Jeff, just check that. Make sure your RSS feed is populating. It doesn’t hurt to copy and paste that feed URL into your support ticket just so they can see, too. If your items are showing here in your feed, and then you go into ActiveCampaign and ActiveCampaign can’t see it, now you’ve got a strong case that no one can deny.

All right. That’s the first one. Then, “What hacks do you have [00:48:00] for site visit notifications for new and past visitors?” I love this question. Is Katrina on? Katrina, I welcome you to this table as well. Looks like Riker’s gone. Hey, Emily, howdy. I see everybody coming in now. If I missed you, howdy. [inaudible 00:48:23]. So, here we go. Site visits. [00:48:30] Oh, okay. Jeff, thank you again for asking this.

This is going to be a good shift, everybody. Can I propose to you that there are multiple types of engagement you should be measuring in your ActiveCampaign account? Primarily, what we start off with [00:49:00] especially if you’ve set up a one on one call with the Success team is primarily, the first one that you’ll have set up is email engagement. It’s an automation that says how many days it’s been since someone has engaged in email. But how many of us know that can be very deceiving. Let me not say deceiving, but that can be not the whole truth.

Some people are email engagers. Some people prefer to engage otherwise. [00:49:30] What I present to you all today is the question, “In ActiveCampaign, can you measure engagement beyond email?” Where Jeff is taking us is how are you measuring website engagement? Now, I have seen some people couple them all together. If they’ve open and email or if they visited a website, that’s engagement. That’s cool to start, but I think as you go on [00:50:00] and grow … Katrina, you just chime in if you’ve seen the same or different because I want to get everybody’s perspective on this.

But as you grow as a marketer and your needs advance, you’re going to specify what type of engagement you’re getting because that’s going to instruct you on what to do in terms of reach out. Case and point, and this goes for your hack, Jeff, for new and past visitors. What if somebody is not engaging with my email? I see the [00:50:30] tag. It’s been 90 days since they opened the email, and I’m tempted to give them the boot. I’m tempted to say, “Listen, you’re wasting a seat on my list that I can be using for someone who’s opening my emails. All right. Get out of here.”

What if for that person, I had a different engagement meter for website visits. For that same person, it’s been 90 days since they’ve open or clicked an email, but it’s been two days since they visited my website? [00:51:00] I would submit that’s valuable information because what would you do? I’m testing you all. Put your marketing hat on. Somebody is not engaging in email, but they’re engaging on the website. What would you do? Katrina says, “We definitely should be measuring them separately.” Yes.

“Just because someone opens your email, it doesn’t mean that they read to the end and truly engage with [inaudible 00:51:23].” Absolutely. So now, we have them split. I’m going to answer this question, so don’t worry. [00:51:30] No pressure, but I want you to go through the mental exercise. If they’re not engaging, they haven’t opened or clicked an email for 90 days, but I see that they’ve visited my website because I split the engagement up, what can I now do as a marketer? The answer to that question is … And feel free to type your answers in the chat. I’m curious to know what you all think. The answer to this question is I can now use my website as a channel [00:52:00] to engage with them.

What does that mean? Does that mean I can keep creating blog content? Absolutely. That’s one way. Right. Keep creating blog content because in that engagement, I can go and see what side you’re tracking on. I can see what paging they’re engaging with. So, that was first hacks, split up your site tracking to have its own engagement. Okay. Monitor site engagement. Jeff, got it. [00:52:30] I was stalling, Jeff. I was stalling for this answer.

What Jeff said is use chat and personalize top 10. 100% accurate. If we treat the … You know how to treat a website like an inbox? It’s by using chat. That’s where they’re at. They’re not in their inbox. They don’t care about your emails. So, don’t get offended and don’t keep sending them emails. Stop sending them emails, [00:53:00] and guess what? Implement your chat. If you want to send them personalized content, there’s platforms out there that integrates with us. One is called ConvertFlow. I think it’s called ConvertFlow. It’s been a while.

Let me get it right. I don’t want to send you to something that’s inaccurate. Yes, it is ConvertFlow. I actually did a webinar with ConvertFlow. What you’ll see is … Look at that. They’ve got these targeted CTAs. So, you can have [00:53:30] it set up in ActiveCampaign that tag somebody. It says, “Hey, they’re disengaged. Been engage online or on my website.” So, you can have it added to a segment and start targeting them. This is going to be way more effective. This is why I am a strong advocate of not becoming one dimensional in your marketing.

You know what one dimensional is? I only have one channel, one way to talk to my people. If they don’t [00:54:00] talk to me that way, I won’t talk to them ever again. Can you imagine someone having one tone in talking to you? Just monotone, “Hey, how are you doing? Okay. That’s good.” Can you add some inflection? So, what does that look like in marketing? Add another channel. Stop talking to me in one way. Haven’t you seen I don’t really care to open the emails? I’m just not an email person. But guess what? I am always on your website.

You’re [00:54:30] always updating it. I just like the design. I’m always showing it off to people. You need a means of using your website for targeted personalized content like Jeff said. One way is chat just like this, having a little chat pop up. Another way is to have targeted popups like a platform like ConvertFlow. There’s other ones out there. This one is the one that came to mind first. So Jeff opens a question that we’ll close on. Jeff bring [00:55:00] enlightenment. Again, thank you so much, Jeff, for the question. That is you have more than one way.

ActiveCampaign was never intended for you to rely solely on email to connect and engage with your audience. If you were confused, now you know. Yes, we understand that’s where most people will start. Yep, we do understand that. Most people will start there. Guess what? As you go and mature, please think of other channels. [00:55:30] Is there a way that you can see? Well, they’re always on social media. Well, why don’t you do some [inaudible 00:55:36] or do a chatbot. It’s your job everybody. It’s your job to do your due diligence in understanding where people are engaging, and meet them there.

Don’t force them in the inbox. Please don’t. People put too much focus and reliance on email. I can say that confidently. There are too many people that are obsessed with email and just ignoring [00:56:00] every other way. It’s like, “All I want to do is yell at this person. Why aren’t they understanding when I yell at them?” It’s like because you need to talk to them differently. It’s the same thing. “Why aren’t they opening my emails?” Because you need to use another channel.

So, let’s all be flexible. Let’s all be multichannel in our messaging to our audience. All right. I’m three minutes early, but I think it was a good three minutes. I want to thank everybody for [00:56:30] attending today. Dorine, you are very, very welcome. Thank you all for taking an hour out of your precious time, and your schedule to come attend Office Hours. Thank you, Jeff. Your questions, man. Listen, you ask the right questions. I’m as good as the questions I get. So, I want to thank you for that, everybody who participated. I want to thank all my sign up participators as well as everybody watching the replay.

I’m appreciative greatly for all of your time, [00:57:00] and I hope that in every Office Hours, there’s one thing. It just needs to be one thing that you can take and implement. If you can do that, my job is done. All right. So, let’s do that. Take it, implement it, give me some feedback. Let me know how it works, what your challenges are, what you’re struggling with, and let’s work through this thing together as a team. Have a great weekend, everybody. Be safe. Thank you for just being customers. Honestly, I don’t think we can thank you enough for that.

Thank you [00:57:30] for being customers. For those of you who are trying out the platform, thank you for trusting us enough to just try us out. So with that being said, like I said, have a great weekend. Be safe. Be safe this week, and come back next week. We do it the same day, the same time. Friday at 1 PM. I’ll see you all then. Until then, automate response [inaudible 00:57:48] my friends.