Focus: The focus of this public FAQ/Self Help guide is to provide you an overview and details about using “Flows - Marketing Campaigns” in the Cliently Salesforce application.
What is a Cliently Flow?: A flow is a list of items based upon “actions” that were added, that will be processed for your contacts directly in Salesforce while using the application.
For Example: Send an email, wait 1 day, send a Video Message, wait 2 days, send a postcard.
What does a typical flow look like? At Cliently, we’ve observed thousands of sales professionals who’ve used our app. What works:
Space out your Flow actions - do not “rapid-fire” prospects with sales-y messages.
Use time delays to send your actions spaced apart.
Customize and then customize some more: take advantage of Emails, Video Message options, combined with Tokens (which change for each message recipient, like their name) to make it clear you’re not sending spam.
Start with email, video messages, and end with postcards, tasks, and gifts.
Schedule your flows with options to exclude U.S. Holidays, process actions on specific days of the week, and hours throughout the day!
Use tasks in your flows for reminders and connect with your contacts on LinkedIn.
Please note: Make sure you have connected your email integration before creating your first flow!
Step 1: Integrate your email. In order to send out emails and video messages in your flows, your Cliently account must be connected to your email.
Step 2: Search for a contact in Salesforce. Using the search function, type in the name of the contact and then click on the contact you wish to send a flow.
Step 2-A: Contact Sync’d. Once you click on the contact, the contact will sync with Cliently and will show in the application and you can now send out an Instant Action. Please note: for Company information, it will sync “Shipping Address” NOT “Billing Address”.
Step 3: Using flows already created. In this section we will discuss using a flow you have already in Cliently. Click on Flows and find the “Custom Flow” section. Use the down arrow to expand and show your existing active flows you have already created in Cliently.
Step 4: Building a custom flow. We also have the ability to create a custom flow inside of the extension. Click on the blue “+” icon to to add your first action to a custom flow.
Step 4-A: Adding Actions Next, we can start adding in our actions. Most common actions are Email and Video Messages, however, be sure to check out Handwritten Notes, Postcards, Gifts, Wait (Time delay) and Tasks.
Pro-Tip: Use the “Wait” action to space out your actions in your flow. You don't want to send out all actions to your contacts in 1 day!
Step 4-B: Using tokens in Actions Tokens are a great way to save time as it allows you to insert your contact’s data and your contact information directly into your actions. Tokens can be used to insert data for all actions except for “time delays”. (Example of adding tokens in an email action).
Step 4-C: Example of a custom flow built in the extension. In the example below, we create a marketing campaign that contains: send an Email, wait 1 day, send a Video Message, wait 2 days, send a postcard.
Step 5: Basic Settings. Next, let’s discuss Basic Settings, which can be found under the “ellipses” on the right side of the on/off switch. Here you will see two options.
Step 5-A: Basic Settings - Stop Workflow if engagement options. In this section, you can enable email options to turn off the flows on specific events. It also allows you to enable and set an “unsubscribe” message that will be included in all emails and video messages for your contacts to unsubscribe if they choose.
Email Replies - When the lead replies to your email sent through Cliently.
Email Bounces - When the lead’s email address does not exist and you receive a bounce/undeliverable message.
Email Auto - Replies - When the lead auto-replies to your email sent through Cliently. I.e. Vacation reminders, etc.
Phone Call - Demo Booked - When you complete the phone call task and use call disposition “Demo booked”.
Phone Call - Not interested - When you complete the phone call task and use call disposition “ Not interested”.
Auto - Unsubscribe settings: Make sure to check this box and add a message that will be included in your flows (Emails/Video Messages) that provides your contacts an option to no longer receive emails from you.
Step 6: Flow Schedule: With these options, you can choose how and when the flow will be processed.
Step 6-A: Breakdown of the scheduler options.
Timezone: This will default to your current browser timezone. This change is not necessary unless you want to send it from a different timezone.
Scheduled Days: Here you can choose which days your actions will be processed.
Exclude U.S. Holidays: Here you can choose NOT to process actions on U.S. Holidays.
Scheduled Time: Here you can choose which times your actions will be processed.
Step 7: Unsubscribe. We also provide you the option to unsubscribe and resubscribe a contact.
Step 8: Saving actions and enabling the flow. Saving is handled when you are creating/editing an action to customize the flow. In order to start using this flow, you have to “enable” it. Simply click on the “On/Off” switch to do so.
Step 8-A: Schedule Flow Start. Here you have two choices when you want the flow to begin. As soon as you enable the flow, you will be presented with two options. Immediately or “On…”. Here you can choose if you want the flow to process as soon as possible, or you can choose the 2nd option which will provide you with a specific Start Date, Start Time, and Timezone.
Please note: Time Zone is set by default to your computer/browser timezone setting.
Please note: If you use a specific date and time, you will have the option to change, the date/time BEFORE the first action has been processed. Us the red link ‘Change Start Date” to change. Please also note that once the first action has been processed, you are no longer able to make any further changes.
Step 9: Flow processing and Activity History. Once you have enabled the flow, the flow will begin processing. If your first action is an email or video message, it will send out that first action within 5 minutes. Shown here, you will see a blue notification under each action. Then, above the flow, you will see the flow status change to Active and the next activity and last activity will also change to reflect the flow steps.
Step 10: Flow Activity Stopping. If you have enabled "Stop workflow based on engagement" (reply, bounce, auto-reply in your flow settings as seen in Step 5-A of this article), or you have manually disabled the flow, the extension will let you know when and why the flow has stopped. This will be shown under the contact name as seen below.
Examples of the messages that will show based upon events.
Please note - Replying with an Alias email address: If you are sending to a lead and they reply back with an “Alias” email address, Cliently will do its best to stop the flow if the above options have been enabled. However, we have had some instances where the flow has not stopped upon this sort of reply. Be sure to always double-check your contact card to see if the flow has stopped if you see this type of reply.
Step 11: Completing Tasks. If you have Tasks in your flows, you will be able to complete them via the “Task” right side button.
Need Help? If you need any help with using Flows in the Cliently Salesforce Application please click on the red “Help/Chat” icon found on the bottom right side of your account.