Understanding the 'Naming'
You may see the terms ‘workflow’, ‘campaign’ or ‘configuration/config’ being used interchangeably. Simply, all of these terms are what we call the automated systems that have been built.
We have named each automated system with a unique numbering and naming system.
Subsequently, all associated assets used within that automated system (e.g. tags or email copy) carry the same name (plus a descriptor), to make them easily identifiable.
For example,
Workflow: [80.01] Unsubscribe
Contact’s Profile Tag: [80.01] - p / unsubscribe / unsubscribed
Email Copy Sequence: [80.01] Unsubscribe - Email #1
Understanding Custom Values
Custom Values are user-defined data placeholders that store and manage specific information within the system. They allow us to organise and retrieve personalised or standardised data efficiently.
Some of the key uses and benefits of custom values include:
Personalisation: Custom values enable you to store personalised information to your company. This information can range from names, contact details and unique identifiers (such as book references).
Efficiency: By storing data in custom values, we can easily access and manipulate this information across different parts of the system. This eliminates the need to repeatedly enter the same information in multiple places, reducing manual effort and the likelihood of error. Altering the value at its source automatically updates it wherever it’s employed.
Automation: Custom values often support automation. They can auto-populate fields, generate personalised or customised messages and streamline workflows. For instance, in email marketing, a custom value for a recipient’s first name can be inserted to address them personally.
Consistency: Custom values can be used to ensure consistency for data the remains constant. This is valuable for details like company address, support contact information and branding elements.
Data Integrity: Custom values help maintain data integrity. For instance, using a custom value for an appointment time ensures consistency and reduces the risk of discrepancies.
Custom Values will be set with you upon onboarding, so you can determine their data value.
You will spot custom values across the system by the use of curly brackets.
For example, {{ custom_values . canspam }}, is the unique custom value used for your company’s CANSPAM information found at the bottom of marketing mails.
If you change, remove or add a custom value, you will break the automation in place.
Please use our support form to request any changes.
Understanding Custom Fields
Once a Custom Field has been added to the system, these will appear on every contact record. You can use Custom Fields to keep track of information that’s specific to your business and use them as reference points in other areas like emails, SMS and notes.
There are system based contact fields that are automatically found in your app - for example, contact information such as name, email address and telephone number.
Depending on which app you have, there will be app-specific Custom Fields based on your business needs, and the information you need to collect.
We also use Custom Fields on forms to collect and store information submitted by a contact.
All contact fields can be found on a contact’s record. To view these, head over to the left-hand side navigation bar:
Contacts >
Search and find the contact you wish to view >
Scroll down on the left panel to view all custom fields found in the system. You can update the fields from this view.
If you change, remove or add a custom field, you will break the automation in place.
Please use our support form to request any changes.
Understanding Trigger Links
Trigger links are a useful method to redirect a user to a specific page after they click on it within an SMS or Email. When a user clicks on the trigger link, the system will record it in the contact's activity timeline and trigger a predefined action within a workflow. Within the workflow build there are actions and triggers that you can fire off a trigger link click.
A common trigger link used is the ‘Unsubscribe’ trigger link, found at the bottom of marketing emails. Whilst to the customer this may simply redirect them to a page confirming they have been unsubscribed, in the background, clicking that trigger link has started automation which stops the contact from receiving further marketing mails.
If you change, remove or add a trigger link, you will break the automation in place.
Please use our support form to request any changes.
Understanding Tags
Tags are created and used across your system to:
Trigger automation
Monitor contacts at any given point
Create Smart Lists
We use 4 tag categories as follows:
Trigger: applied to trigger automation.
[80.01] - t / unsubscribe / start
A trigger tag is applied when a contact has clicked 'Unsubscribe' on a marketing email. This starts the automation to remove them from future marketing emails.
Status: a temporary tag used to note which stage a contact is at, within an automated sequence.
[80.01] - s / unsubscribe / active
A status tag is applied to show the contact is in the process of receiving a confirmation email that they have been unsubscribed from future marketing emails.
Action: a permanent tag to record action taken within an automated sequence.
[80.01] - a / unsubscribe / received
An action tag is applied once the contact has received the confirmation email.
Profile: a contact tag to mark the contact in some way (e.g. demographics, interest)
[80.01] - p / unsubscribe / unsubscribed
A profile tag is applied to show the contact is now unsubscribed from future marketing emails.
If you change, remove or add a tag, you will break the automation in place.
Please use our support form to request any changes.