To start, click Automation in the left menu.
This will open the Automation page.
However, if you only see workflows here, then you’ll need to make a change in your Settings.
Click Settings, and then click Business Info from the new left menu that appears.
On the right side of the Business Info view, check the boxes to enable Campaigns and Triggers and then, click Update. Now, your Campaigns and Triggers will be accessible in Automation.
When we go back to Automation from the main menu, we can see that Campaigns and Triggers are now visible on the Automation page.
Click the Campaigns tab.
This is the main Campaigns view, and I'll show you each of its elements, one-by-one. Let's start with the list of your Campaigns in the middle of the screen.
All of your Campaigns appear here. You can create folders for easier organization. Let's do that right now.
Click New Folder in the upper right to create a new folder.
Add a name for the new folder and click Save.
Your new folder will appear at the top of your Campaigns list. The number to the right of the folder shows you how many Campaigns are in it.
Now let's look at how you create a new Campaign. Click Create Campaign in the upper right.
As with a new folder, add a name to your new Campaign in the pop-up.
If you'd like to organize the Campaign in an existing folder, select the folder and then click Save to create the Campaign.
This will direct you to a configuration page for your new Campaign.
The Draft mode note at the top means that your Campaign has not yet been published.
But before we publish it, let's set a date range for your Campaign. Click here to open a calendar.
Select the starting and ending dates for your range and then click the checkbox to save it.
To the right of the date range is another drop-down that lets you change your Campaign's status between draft and published.
However, if you try to select published, then you'll notice that the Campaign cannot be published yet. That's because there needs to be at least one event in the Campaign prior to publishing. Let's do that right now.
Click the Add Event button in the center of the screen.
This will open a popup that shows you all the different types of events you can create. Let's start with an SMS event.
Click SMS.
On the pop-up that appears, you'll first need to give your SMS event a name. By default, SMS 1 is already entered.
But let's change the name to "EventStart."
If you've already created an SMS message template, you can select it from the drop-down list.
The next field is the SMS editor. This is where you'll write your message text.
In addition to standard text, you can also add custom values like the contact's Full Name or City into your message. Here, I've added some simple text and inserted a custom value for Contact Name. When the SMS is sent, "contact name" will be replaced by the contact's actual name.
The next field is the Custom Time toggle. If enabled, this allows you to configure conditional Custom Time settings that can act as triggers for your event. The conditions are If, When, and Exact:
If means that if a lead arrives between Monday and Friday, from 8am to 5pm, then this SMS message will be sent. However, if a lead arrives outside this window, it will be ignored and an SMS won't be triggered.
When tells your events when they should be run. If When is selected in our example, a lead that arrives on Monday at 5:01 will not receive an SMS until Tuesday at 8:00am. When conditions are the most commonly used.
Exact lets you schedule your event for an exact day and time. If you select Exact, you’ll specify when the SMS will be sent, such as Monday through Friday at exactly 9am.
Below the custom time area, you can attach a file to your SMS, or link a file URL.
To see how your SMS will appear to your contact, take a look at the phone emulator on the right side of your screen.
You can also send a test SMS to your own number using this highlighted box.
When you're done setting up your SMS event, click Save to add it to your Campaign.
When we return to the main Campaign page, you can see the first event has been added. Now, the Campaign can be published.
I've changed our test Campaign from draft to published, which means it can now be used.
Let's click Campaign Configuration to look at the different settings you can adjust for your Campaigns.
The first thing you'll see is a window toggle.
If enabled, you have the same three conditions as with our SMS event - If, When, and Exact. The difference is that the conditions you set here will be applied for the whole Campaign instead of a single event.
Below the window toggle, you can assign the Campaign to other system users. Multiple users can be added to a Campaign with this feature.
The Next Campaign field lets you choose a Campaign to start after the current one ends.
Below that, you’ll set what name and email address you'd like contacts to see when they receive emails in the Campaign.
You can also set a dollar amount that will be assigned to all leads.
In the same vein, you can add tags that are applied to all Campaign leads.
Moving down, the Allow multiple toggle, if enabled, means that leads can be enrolled in this Campaign and others at the same time. On the other hand, if the allow multiple toggle is disabled, you will not be able to add contacts that are currently in another Campaign.
Stop on response means that if a contact replies to an SMS, email, or other event in your Campaign, then they will not be sent further messages. If left disabled, the contact will continue to receive messages. This is generally not considered to be good practice. That's because a contact that replies has usually already been won or lost
The Event Start Date field is another optional feature. When you click the listed date and time, a calendar will open. There, you can set a date and time here for your Campaign to start. All event dates in the Campaign will be relative to this start date.
Set your preferred options and then click Save to exit the configurations window.
Next, we'll look at other types of Campaign events you can add.
We've already added an SMS event to our Campaign, so now let's add a Facebook messenger event.
Click Add Event and then select Messenger from the pop-up.
A Messenger event works in exactly the same way as an SMS event. The only difference is that Messenger will be used to send the message. Keep in mind that you'll need to have an integrated Facebook account for Messenger events to work properly.
Next up, we'll add an email event. Click Add Event and then select Email on the pop-up.
This opens the email event window.
I've already given our demo email event the name of EventStart. Add a name to your email event in the first field.
The next field is a subject line. In addition to standard text, you can also insert custom values into your subject. Write your email subject.
If you have previously-created email templates, you can import them now by clicking the dropdown below the subject and selecting the template you'd like to use.
The editor for email events has more formatting options than SMS or Messenger events. And you can also add Custom values into your email text. Write your message in the text editor, and it will appear in the emulator to the right.
As before, you can also set If, When, and Exact conditionals in the custom time area and attach files to your email.
Click Save to create your email event.
As you can see, the Messenger and email events have been added to our Campaign page.
Let's click Add Event to look at more event types, and then select Call.
Again, the first field is for your call event name.
Call whisper is a recorded message that will play to you before the call is connected. This is useful because you can add custom values into the call whisper.
Now, when the call is triggered, you'll hear your call whisper first. It might say something like, "You have a new lead from... contact's first name. Press any key to connect." When a key is pressed, the system will start the call. And if the contact answers, the call will then be connected.
You can also set a call timeout value. If the contact doesn't answer within the given time, the call will be dropped automatically.
The Disable voicemail detect toggle lets you decide whether you want a voicemail answer to be considered a reply or not. If the option is disabled, as in the image, calls that reach a voicemail will not be considered a reply.
The last option is Custom time and lets you set If, When, and Exact conditionals to the call event.
Fill the fields and then click Save to create your call event and add it to the Campaign page.
Let’s take a look at a few more event types. Click Add Event again. Here you’ll find:
Voicemail lets you upload a recorded voice message to be sent to the contact.
Wait simply inserts a time period to delay the trigger of the next event.
Manual SMS and Manual Call events are added directly to the Campaign page without additional configuration.
Let’s try out a Manual SMS event - click Manual SMS now.
The Manual SMS event appears automatically on the Campaign page, but the action of this event will be defined in Manual Actions under the Contacts menu.
The reason why you would want to use a Manual SMS or Manual Call event is to give the contact a more personalized experience.
Click Add Event again to open the pop-up and look at the last two options:
Webhooks lets you configure webhooks for an event.
Add Task lets you configure a task to be added when the event is triggered.
Close the pop-up to go back to the Campaign page.
As you can see, we now have several events that need to be scheduled.
For each event, you'll find a drop-down with sending options in the bottom right of the event bar. The 3 available options are Immediately, Before, and After.
Immediately ignores your conditional settings and starts the event at once.
The Before setting means that the event will be started a number of days, hours, or minutes prior to the start date you entered in your Campaign configuration.
And lastly, the After option is set in relation to the previous event. This means that the event will be triggered a certain number of days, hours, or minutes after the previous event has happened.
On the left side of your Campaign page, you have a timeline that shows the waiting time between each event.
If you'd like to duplicate your entire Campaign and all its events, you can click the Action drop-down in the upper right corner of your screen and select Copy Campaign.
A window will open to give the copied Campaign a name. Then, click Copy. This will bring you back to the Campaigns section of your CRM.
As you can see, we have 2 Campaign folders, with 4 Campaigns in the TestCampaign folder. Two are published and two are still in draft mode.
Clicking the 3 vertical dots will let you either delete the Campaign or move it to another folder.
Great! You're now ready to build Campaigns and create events.