Contact Flow Journey Insights Troubleshooting Tips

Introduction

This article serves as a comprehensive guide and training resource for users of the CRM, focusing on the journey of a contact from initial entry into the system through various stages such as becoming a lead, being nurtured through campaigns, and ultimately scheduling an appointment. Designed for users of all skill levels, this guide aims to demystify the contact flow process, providing practical examples, troubleshooting tips, and answers to frequently asked questions to enhance understanding and usability.

Adding a Contact

• Overview: The first step in managing a contact's journey is adding them to the CRM.
• Detailed Explanation: To add a contact, you manually enter their details (e.g., "Dave Test") into the system. Once saved, this contact is now ready to be engaged through various CRM functionalities.

Engaging Through Campaigns

• Overview: Engaging contacts through campaigns is a critical component of the contact flow.
• Detailed Explanation: After adding a contact, you can enroll them in a campaign, such as a lead nurturing campaign. This is done by selecting an appropriate campaign and assigning the contact to it. For example, a "Claim Offer Nurture" campaign might be used to engage and nurture the contact with a series of texts and emails.

Appointment Booking and Campaign Removal

• Overview: The goal of many campaigns is to prompt an action, such as booking an appointment.
• Detailed Explanation: When a contact books an appointment, they are automatically removed from the current campaign based on predefined triggers. This ensures that contacts are not receiving irrelevant communications once they have taken the desired action. The CRM allows for the configuration of these triggers to automate the process.

Campaign Management

• Overview: Effective campaign management is essential for guiding contacts through their journey.
• Detailed Explanation: Within the CRM, you can monitor and manage campaign progress, including pausing and resuming campaigns, and manually advancing contacts through campaign steps if necessary. This flexibility allows for tailored engagement based on the contact's actions and responses.

Advanced Features

• Stop on Response: An important feature to understand is the "Stop on Response"  workflow option, which can halt a campaign for a contact if they respond, ensuring that communications are dynamically adjusted based on contact engagement.
• Sequential Campaigns: After the completion of one workflow, contacts can be automatically transitioned to another workflow, depending on their actions and the configured triggers. This allows for a seamless continuation of engagement.

Troubleshooting Tips and FAQs

• Troubleshooting Tips: If a contact is not progressing as expected through a workflow, check to ensure that all triggers are correctly configured and that there are no issues with the contact's information.
• FAQs: Common questions include how to re-enroll a contact in a campaign, how to modify campaign triggers, and how to use the "Stop on Response" feature effectively.