Focus: The focus of this public FAQ/Self Help guide is to provide you with an overview and details for the Real-time View section of Cliently.
What is the Real-Time View? The Real-time View is a live single pane of glass that gives you the ability to see the interaction and intent of prospects as they’re happening and react instantly.
How can I use the Real-time View? The Real-time View page is designed to provide users with a list view of all the contacts/leads currently available in their Cliently account. This view will allow the user to see important information about each contact with regards to their overall and most recent engagement. This Live View is up to the minute content on who’s reading, clicking, watching, replying in real-time so that you and your teams are staying on top of your sales process.
Event times shown on contacts: Please note any times shown on the Contacts page will be shown in your current devices' timezone. This is based upon your web browser/computer settings.
More updates coming soon! Please note: The Contacts page is still in development, as we plan on adding more options to this page very soon. Be sure to check back often!
Step 1: Accessing Real-time View On the left side navigation, click on the “Real-time View” icon.
From Flows or Settings:
Step 2: Adding Contacts In this next section, we will discuss on how to add new contacts.
2a: Access From the Dashboard or Real-time View page, you can add new contacts, by clicking on the top left side bar, the “+ Red button”. Here you will see the option to add contacts.
2b: Fields… Next, you will see on the right side a pop up window that will ask you to fill in the fields for the contacts. A name or email address is required in order to save the contact.
Duplicates? Cliently will let you know if the email address has already been used in your account for the new contact.
2c: Assign Contact Ownership Cliently also provides the ability to assign the contact to another team member. This can be done by changing the contact owner when creating the contact.
2d: Ready to add? Once you have filled in all the fields, click on the red “Create Contact” button to add the new contact to your account.
Step 3: Switching between Contacts/Companies/Deals. Cliently offers the Real-time View for each of these three objects. For more information about Companies, click here. For more information regarding Deals, click here.
Companies -- http://faq.cliently.com/en/articles/5429637-how-do-i-use-the-real-time-view-page-for-my-companies
Step 4: Filtering and Recipes for contacts Cliently also offers 30+ filters in order to do a more specific type of filtering for your contacts by different types of data. Including by "Contact Owner", “Team Member”, “Last Engaged”, “Last Contacted” and much more. Click here to learn more about using this type of filtering.
Step 5: Total amounts. The Defined by Filter by, at the top section of the screen, will provide an overview of the total number of contacts/companies you have in your account.
Please note: These contacts will be found on the “Deals” page, across all users, across all pipelines and stages. This includes all active and “archived” contacts and company records.
Step 6: Contact Search. On the right side of this screen, you will click on the ‘magnifying’ glass to access the contact search field. Using this feature will allow you to search for contacts or companies by using 3 or more characters. You can perform searches using the contact name, the company name, or the contact’s email address. Up to 10 contacts will be shown in an open-ended search. Once displayed, you can then click on the specific contact to bring them up in the contact view and review all information pertaining to the contact. This can be done by using the columns in step 5.
Step 7: Breakdown of each column. In the following section, we will break down each contact and provide their individual details.
Step 7-A: Column Sorting. Last Engaged is set by default for sorting. However, you can also click on each column to sort. Sorting is defined by the following for each column:
Name: alpha (a-z) by the first name
Last Engaged: sorts by most recent first
Last Contacted: sorts by most recent first
Next activity: sorts by most recent first
A. Alpha > by the title of flow (Any flow that has a name), then by NONE’s; then by,
B. Status > Active, Not started, Stopped (None is already pushed to bottom)
C. Alpha > Contact First Name
6. 7-day Engagement: highest to lowest (descending)
Step 7-B: Name Column. The name column will provide the contact’s full name, job title, and company name. You can then hover over their name for information about the contact’s deal and current state.
Accessing Contact popup from the name link. By Clicking on the contact name, you can access the contact card. Here you can review the contact and company fields, access connected Deals, add/update a flow, complete a task, add contact notes and use Instant action to engage your clients.
Example Deal/Contact card:
Step 7-C: Last Engaged. This highlights the most recent engagement from your lead - this data is triggered by your digital outreach - i.e. email and video messages only. Engagement events include opened, links clicked (hyperlinks clicked in the email/video message), watched and replied. You can hover over the icons provided to show a more detailed review of the most recently engaged action. From the hover, you can access replies from your recipients and open the original message by using the vertical “ellipses”.
Step 7-D: Last Contacted. This highlights the most recent communication to your lead - this data is triggered by your digital outreach - i.e. email and video messages sent, postcard sent, handwritten note sent, gift card sent or tasks completed. Hovering will allow you to view details of the latest contacted event, showing the date and time.
Step 7-E: Next Activity. If there is a scheduled action in the future, it will be listed here. Hover to see the scheduled date/time.
Step 7-F: Flow Status. If a flow has been added to the contact, the status of the flow will show here. You can hover over the flow name to show the started/estimated end date, etc… If the flow has been stopped or has any errors (shows a red triangle), this data could also be found under the hover information. Please Note: A status of “Completed” means that all event actions that were included in the flow have been sent/processed.
Step 7-G: Recent Flow. If a flow has been added to the contact, the flow will be shown here. You can hover over the flow name to show the started/estimated end date, etc… If the flow has been stopped or has any errors (shows a red triangle), this data could also be found under the hover information.
Step 7-H: 7-Day Engagement. This is a count of engagement activity over the last 7 days for each contact. The 7-day window includes today. You can then hover over the number for additional information on the exact number of email/video message actions: replies, opens, clicks (hyperlinks), watches, and “Sent by (email sent to you outside Cliently)” that have taken place.
The icons for this column break down as follows:
Step 8: Add to flow. From the Contacts page, you can also add a contact directly to a Global flow. Click on the "paper plane” button to start. Click here to review about creating your first global flow.
Step 8-A: Select a flow. In our first step, we will select a global flow to be assigned to this contact. Please note: If you have a flow already active a message will remind you about switching this contact to a new flow. We will also include information if that contact has been unsubscribed or archived.
Example of a contact in an active flow:
Step 8-B: Review your existing flows to be used. This pop-up will give you the chance to review your existing flows that have been published. For each flow available, it will also provide the number of “actions” in the flow, the number of “days” over which the flow takes place, and the captured overall engagement percentage. (This is calculated by the number of engagements for the entire length of the flow’s existence in your account.)
Step 8-C: Flow setup. Here, you can review the settings for the flow. This includes the flow engagement settings and flow schedule.
Step 8-D: When to send. The final step is to choose when to start this flow’s engagement. You can select “Send Later”, to choose a specific date and time for your flow actions to begin processing, or you can select “Add to Flow” to begin processing your flow actions immediately.
Step 9: Add to flow/campaign - Multiple contacts. From the Contacts page, you can use the very top checkbox to select all contacts, or select specific contacts and use the red “Engage” button to begin the process. Click here to learn more about adding multiple contacts to a campaign.
Step 10: Stop flows individually or in masse. Cliently also offers the ability to stop a flow from for a contact individually or en masse for multiple contacts at once. This can be done by selecting contact(s) and then using the ellipses “...” and click on Stop Flows. Click here to learn more…
Step 11: Bulk Edit. Cliently provides options to bulk edit the “Owner” of the contact and pipeline/stages of your contacts in bulk. Click here to learn more about this feature.
Step 12: Delete Contacts individually or in masse. Cliently provides the options to quickly delete your contacts if no longer wish to have them accessible in your account. This can be done by selecting contact(s) and then using the ellipses “...” and click on Delete contacts. Click here to learn more...
Step 13: Archive/unarchive contacts individually or in masse. Cliently also provides the option to archive contacts instead of deleting them. This can be done by selecting contact(s) and then using the ellipses “...” and click on Archive or Unarchive contacts. When you archive a contact, any active flows will become inactive for those contacts. Archive is a great way to keep your contacts in your account to use them for a future date.
Need Help? If you need any help with using the Real-time View page, please login to your Cliently Account and click on the red “Help/Chat” icon found on the bottom right side of your screen.