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: [301.04] Contingency Emails
Contact’s Tag: [301.04] - S / ContingencyEmails / Active
Email Copy Sequence: [301.04] Contingency Emails - Email #1
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, , 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 may break the automation in place.
Please use our support form to request any changes.
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 value, you may break the automation in place.
Please use our support form to request any changes.
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 may break the automation in place.
Please use our support form to request any changes.
Tags are created and used across your system to:
Trigger automations
Monitor contacts at any given point
Segment and Create Smart Lists
We use 4 tag categories as follows:
Trigger: applied to start and stop automated workflows
Status: a status may change and this tag may be replaced by another status or Activity tag (e.g. status changes from new lead to call booked)
Activity: Applied to track a behaviour
Profile: a contact tag to mark the contact in some way (e.g. demographics, interest)
If you change, or remove a tag, you may break the automation in place.
Please use our support form to request any changes.