Our campaign automation feature is a great way to automate marketing processes, especially when these processes span a relatively large amount of time and/or involve branching paths based on customer or prospect interactions. Given the broad capabilities of campaign automations, you may find yourself wondering where, or at what step within a campaign automation a given lead or contact is at any point in time. (To simplify things, I will refer to contacts for the remainder of this post, but the same principles can be applied to leads.) While you can easily open the campaign automation builder and open a contact's timeline in the builder's Participants tab, if you do this for a large number of contacts, you may start to look for an even more efficient way to check their positions.
One way to do this is to leverage campaign automation's ability to fire CRM workflows. The idea is to create a custom Campaign Automation Phase field on your contact entity, and then use workflows at key points within a campaign automation to update this field on the contact that is running through the campaign automation. This way, just by looking at this field, you can immediately know where the contact is in your campaign automation.
First, you will need to go to Settings > Customizations > Customize the System and add in your Campaign Automation Phase field. For this example, I created a text field; however, you could create yours as a two option, option set, integer or any other type of field that suits your needs.
Be sure to add this new field to your contact form and then save and publish all customizations. Now, you will need to decide how you want to divide your campaign automation into phases. In the example campaign automation below, we start by sending a marketing email. If the recipient opens this email within two days, we will send them a follow up email, which we then check for other interactions. Those interactions then determine further actions. If the recipient does not open the first marketing email within two days, we resend them this same email and wait another two days to see if they open this second email, which then triggers further actions.
It makes sense to break this up into three phases: Phase 1 for contacts that have been sent the first email, Phase 2A for contacts that opened the first email and have been sent the follow up, and Phase 2B for contacts that did not open the first marketing email and have thus been sent it a second time. You can of course extend this out to include as many phases as you'd like, and can give whatever names you want to your phases.
So, I have added workflow steps into each series, immediately following the send email actions responsible for sending the marketing and follow-up emails. These workflow steps will fire the workflows to update the contact's Campaign Automation Status field. Here is a screenshot of the campaign automation's first series:
Note that a workflow has not yet been selected inside the workflow step. So, now it is time to build the workflows. Since I have divided my campaign automation into three phases, I will need to build one workflow for each phase. Here is a screenshot of the workflow that will update the Campaign Automation Phase field to Phase 1.
As you can see, the workflow is set to run as an on-demand process (this is required for any workflow that is to be used with a campaign automation's workflow step) and consists of a single update contact step. Here is a screenshot of the settings for that update contact step, which you can see is simply updating the campaign automation phase field to Phase 1:
Once I have saved and activated this workflow, I can set it up in the campaign automation's appropriate workflow step:
Now, all I need to do is repeat the steps above to make and set workflows for the other phases. Once this is all set up, I will always be able to tell where a contact is in this campaign automation just by checking a field on their contact record.
Written by Weston Packard, ClickDimensions Senior Product Specialist