Nurturelabs CXP Support

We’re here to help!

If you are new to automation, this is where to begin. You’ll learn the basics of automations including definitions of related terms and ideas. I’ve also included some automation examples and use cases to illustrate the types of things you can do with automations. The article ends with some resources that might be useful as you start creating automations.

What are “automations”?

“Automations” is what we call our Marketing & Sales Automation feature. With the automation builder, you can easily create fully automated workflows tailored to the goals of your unique business. Automations can save you time, help you stay organized, and make more money, by improving your marketing and sales processes. After an automation is set up, it can run with no input from you, so creating automations is an extremely high-leverage activity.

An “automation” is a chain of events that runs when triggered by starting conditions you define. An automation is created by combining triggers, actions, and logic. Using our automation builder, you can mix and match these elements in unique ways to create automation workflows that accomplish a wide variety of tasks.

Use cases and example automations

You can use automations to:

Improve your marketing process:

  • Create intelligence-driven automated email follow-up
    Rather than creating a basic drip sequence (a timed sequence of emails) that treats all your contacts exactly the same, you can create sophisticated follow-up that treats contacts differently depending on who they are what they have done. For instance, your automation could check to see which link a contact clicked in your welcome email. Depending on which link they clicked, it could send entirely different messages.

  • React to contact behavior in real-time
    Automations can begin when your contact performs an action such as visiting a page of your website, opening an email, or submitting a form. You can create automations that perform actions in “reaction” to this behavior. For instance, if someone visits your pricing page repeatedly (but have not yet made a purchase) you could send them an invitation to schedule a time to speak by phone to get their questions answered.
  • Gather data to create profiles of your contacts

    You can use automations to track your contacts as they interact with your app, website, and marketing assets. Their behavior gives you insight into their needs, interests, and concerns. For instance, if a contact clicks a particular link in an email you send, you can assume that is what interests them most. You can tag them as having that interest and then begin follow-up with content, products, and offers that target that interest.

Improve your sales process:

  • Qualify and automatically distribute leads
    Evaluate your leads using multi-dimensional lead scoring. Qualify them using characteristics of your target market and engagement by increasing their score as they interact with your website and emails. When a lead or contact reaches a score you define, a deal can be created and the lead can be assigned to a sales person.

  • Deals can be managed and updated automatically
    To cut down the amount of time salespeople spend updating deals with notes, tagging contacts, and creating tasks, you can create automations that add these updates for you and move deals through your pipeline stages so deal records are kept up-to-date without requiring time and attention.

  • Use contact data to improve sales insight
    Automations can apply tags and notes to contacts so that by the time they reach your sales team, you’ve generated insight into their interests and what they are hoping to get out of your product.

Resources to help you start creating automations

Automations are created with our automation workflow builder. You can access the automation workflow builder by clicking “Automations” located in the leftside menu.

  1. Click “Automations” to navigate to the Automations overview page. 
  2. Locate the automation containing the label you want to remove. 
  3. Hover your mouse over the automation name. An “Add label” option will appear. 
  4. Click the “Add label” option. A modal window will appear. 
  5. Click the label you want to remove from the automation. It will have a green checkmark. You can only remove one label at a time. 

The label will no longer appear on the automation.

  1. Click “Automations” to navigate to the Automations overview page. 
  2. Locate the automation containing the label you want to remove. 
  3. Hover your mouse over the automation name. An “Add label” option will appear. 
  4. Click the “Add label” option. A modal window will appear. 
  5. Click the label you want to remove from the automation. It will have a green checkmark. You can only remove one label at a time. 

The label will no longer appear on the automation.

 

With the plus/minus option in a wait condition, you can determine if a contact should move to the next step in an automation (or jump to/proceed through a goal) a certain number of days before or after a date stored in a custom date-based field for that contact.

You may want to use this to send a promotional code or coupon prior to a contact’s birthday, or send follow up emails to a contact after an event date.

It is important to note that when creating a date-based wait condition, “plus” translates to “X amount of days BEFORE the date stored in your custom date field” while “minus” means “X amount of days AFTER the date stored in your custom date field.”

For example, let’s say my contact has a webinar date of August 11th. In my automation, I want to send:

  • a reminder 7 days before their webinar date
  • a reminder the day of the webinar
  • a follow up email the day after the webinar.

This is the wait condition I would set up for the 7-day reminder:

When a contact reaches that wait until step, they will queue there until August 4th because August 4th (current date) plus 7 is August 11th (webinar date).

This is the wait condition I would set up for the day-of reminder:

And this is the wait condition I would set up for the 1-day follow up:

When a contact reaches that wait step, they will queue there until August 12th because August 12th (current date) minus 1 is August 11th (webinar date).

 

After you create a custom deal field, you can use the CRM “Update Field” automation action to add or update the value of this field for a deal in your pipeline.

For example, let’s say you’re capturing the geographic region for a contact on their contact profile page, but wish to also store this information in a custom deal field on their deal record. You can use this automation action to copy the value from the custom contact field into their custom deal field.

In this article:

Take Note

If adding this action to an “Active” automation:

  • As a best practice, the automation should be set to “Inactive” before you edit it. You can always set it back to “Active” when finished
  • If a contact has already completed this automation, or if their position is below this automation action, they will not go through this action

Adding the CRM “Update Field” action to your automation

Add this action to your automation:

  1. From the Automations Overview page, click the “Edit” button for the automation you wish to update.
  2. Locate where you would like to add this action, then click “CRM” on the right menu.
  3. Drag and drop the “Update a custom field” action under CRM to your desired spot in your automation.

Configuring the CRM “Update a custom field” action

The CRM “Update  a custom field” action has three main components:

  • Deal Field to Update
  • Affects
  • Pipeline

You’ll need to provide information or direction for each component in order to correctly configure this automation action.

update-a-custom-field-action

1. Deal Field to Update

Here you’ll choose which custom deal field to update and how the field should be updated.

To select which custom deal field you would like to update, click the dropdown located at the top of the modal window and click the field to select it.

deal-field-to-update

Next, you’ll need to decide how the field will be updated. You can choose one of the following options:

Enter a new value

With this option, you can select or type the field value directly into the field provided. 

  • Text input, text area, money, number or hidden field types
    Value can be typed directly into this field. 
  • Dropdown, checkbox, radio, multi-select field types
    A pre-existing value for that field can be selected. This will not let you add a new value option. 
  • Date-based field type
    Select a date by clicking the “Enter a new value” field.
enter-new-value-option

Copy data from an existing Contact field

With this option, you can click the dropdown and choose which contact field you wish to copy the value from.

For example, let’s say you’re collecting geographic information, such as a zip code, in a custom contact field. You can create a zip code custom deal field, then use this configuration option to copy the value in the “Zip Code” custom contact field and add it to your “Zip Code” custom deal field.

This option works with the following field types only:

  • Text input
    Can be copied into a text input or hidden field.
  • Text area
    Can be copied into a text area or hidden field.
  • Date
    Can be copied into a date field.
  • Dropdown
    Can be copied into a dropdown or radio button field.
  • Radio button
    Can be copied into a radio button or dropdown field.
  • Hidden
    Can be copied into a hidden, text input, or text area field.

Note that this option is not available for number, money, multi-selection list, or check box field types.

copy-data-from-existing-contact-field-option

If using this option, contacts will skip this action in the automation if:

  • The contact field value for a contact is blank.
  • The contact field selected is associated with a specific list/lists that the contact is not associated with.

Clear existing value

Selecting this option will remove the value for the selected custom deal field.

clear-existing-value-option

Use Contact’s current date (date-based fields only)

Selecting this option will update the date-based custom deal field with the current date (the same date that the contact encountered this action in your automation).

use-contacts-current-date-option

The CRM “Update a custom field” action has three main sections: Deal Field to Update, Affects, and Pipeline:

2. Affects

Here, you’ll choose which deal/deals will be updated with the custom deal field value by clicking any of the options in the dropdown.

deal-selector

You can choose from the following:

Triggered Deal

This will update the custom field for the deal that triggered the automation. This option is available if you’re using the Enters a pipeline, Deal stage changes, or Deal status changes trigger, the deal associated with that trigger will be updated with the contact field value.

Most recent deal for this contact

This will update the custom field for the newest deal created for the contact.

Most recently updated deal for this contact

This will update the custom field for the most recently updated deal for the contact.

All deals for this contact

This will update the custom field for all deals associated with the contact. This includes deals that are open, closed won, or closed lost.

All open deals for this contact

This will update the custom deal field for all deals with an “Open” status for this contact.

All won deals for this contact

This will update the custom deal field for all deals with a “Won” status for this contact.

All lost deals for this contact

This will update the custom deal field for all deals that are marked as “Lost” for this contact.

3. Pipeline

Here you’ll decide which pipeline the deal needs to be in so that the custom deal field can be updated. You can click “Any Pipeline” or you can choose a specific pipeline by clicking the “Pipeline” dropdown. When you’re done configuring this action, click the “Save” button.

pipeline-selector

The “Makes a purchase” trigger is available when you set up a Deep Data integration. 

The “Makes a purchase” automation trigger adds contacts to your automation as soon as they place an order in your E-commerce store. These orders can have any status and include those that you have successfully received payment for, as well as orders that have a status of pending or failed. 

It is best practice to use this trigger if you wish to create an automation that sends a series of timed, follow-up emails based on a purchase or apply tags to your contacts.

To use this trigger with a new automation:

1. From the Automations Overview page, click “New Automation.”

2. Select the “Start from Scratch” option, then click “Continue.”

3. Click the “Makes a purchase” trigger, then click “Continue.”

4. Choose your specific store from the “Integration” dropdown or select “Any integration.”

5. Choose if this automation should run once or multiple times.

6. Click “Add Start.”

Finish building your automation by adding actions, such as a series of timed follow-up emails.

To use this trigger with an automation that you’ve already created:

1. From the Automation Overview page, click “Edit” for the automation you would like to add this trigger to.

2. Click the “Add New Trigger” option.

3. Click the “Makes a purchase” trigger, then click “Continue.”

4. Choose your specific store from the “Integration” dropdown or select “Any integration.”

5. Choose if this automation should run once or multiple times.

6. Click “Add Start.”

You can send any automation email to contacts based on their own habitual open times. Doing so helps increase engagement with your communications and creates a highly personalized experience for each of your contacts.

Predictive sending is not available for campaigns or trial accounts.

How it works

We collect opens data for each contact who engages with your emails. When a contact in your automation reaches an email action with “Send with predictive sending” selected, we’ll use that contact’s opens data to predict the best time to send them your email. The email will then be queued to send at the contact’s predicted time in their own time zone, within 24 hours of reaching your send email step.

 To ensure that we continue to send at the best times, 10% of emails will explore other times of the day for sending. This means that 10% of contacts will receive emails at a random time to continue to train and enhance the model. This does not affect sending for contacts with no data recorded but, it affects all contacts engaging with predictive send blocks who have a “best time” already calculated.

After reaching the send email step, the contact will immediately proceed to the next action in your automation. As a best practice, we recommend adding a conditional wait right below the “Send Email” action that “Waits Until” your email is sent. This is especially useful if you don’t want the contact to progress through your automation until the email is sent to them. (More information below).

The email will appear on the contact’s profile page under their activity stream once it’s sent. 

The “Send at predicted time” option is not recommended for time-sensitive automation emails.

New contacts with no opens data

If there is no open data for the contact, the campaign will send at a random time within 24 hours of the contact reaching the “Send an email” step.

Contacts who use an Apple device with iOS 15 with Mail Privacy Protection (MPP) enabled

Email opens don’t come from Apple Mail users with MPP enabled, therefore, Predictive Sending cant analyze their behavior. For these users, we’ll select a random send window based on our model’s known peak engagement times.

How to use predictive sending

1. From your automation, locate the email you would like to use predictive sending with and click it to open it.

Note that you can also drag and drop a new “Send email” action to your automation, walk through the steps of creating a new email, then click the “Send email” action in your automation to use this setting.

2. You will have two options to choose from: Send Immediately or Send with Predictive Sending. Click the “Send with Predictive sending” option. 

Note that if you do not select either option, the email will default to send immediately when the contact reaches this step in your automation.

3. Click the “Save” button.

Adding a conditional wait

It is recommended to add a conditional wait after the “Send Email” action in your automation. This is because each contact will immediately proceed through your workflow after reaching your “Send Email” action, even if “Send with Predictive Sending” is selected. Adding the conditional wait after the email action will allow contacts to queue in this wait step until their email is sent. As soon as the email is sent, they will move to the next step in your automation. 

Note that this conditional wait should not replace any existing wait steps in your automation.

To add a conditional wait to your automation:

1. Drag and drop the Wait action block, just below your email in the automation builder.

2.  Click “Wait until specific conditions are met.”

3. The Conditions Editor will open. Click the “Conditions Editor” dropdown and click Actions > Has Been Sent. In the field to the right, enter the name of the automation email and click “Save.”

When sending an automation email, it is best practice to add a 1 day wait or conditional wait with a time limit after that “Send Email” action. Doing so gives your contacts time to open and interact with your email. This is especially important if your automation includes more than one “Send Email” action in a row or if you’re using an “If/Else” branch or any other action that is dependent on a contact opening, clicking links, forwarding, or replying to that email.


To add a wait action after your send email action, follow these steps:

  1. Locate the “Send Email” action in your automation.
  2. Click the node (the “+” symbol) below that send email step.
  3. The “Add new action” modal will appear. Click “Conditions and Workflow.”
  4.  Click the “Wait” option.

5. Choose the type of wait by clicking it. You can either choose “For a specific period of time” or “Until specific conditions are met.” (See the section below for more information.)

Wait for specific period of time
This wait can be thought of as a timer. As soon as a contact encounters this step, the timer starts and the contact will wait in that step until their time is up.

Wait until conditions are met
This wait is condition based—as soon as a contact meets the criteria set in the conditions, they will be released from that wait step and will proceed to the next step in your automation. With this wait step, you can also include a time limit. By including a time limit, you are saying that a contact will wait in that step until they meet the conditions to be released OR until they reach that time limit.


6. Follow the prompts to configure the wait action and click “Save.”

In this walkthrough you’ll learn what Site Messages are, how to create your first Site Message, and how to incorporate a Site Message into an automation to be displayed to your contacts.

This feature is available on Professional and Enterprise accounts only. Accounts on the Lite and Plus plans do not include Site Messages.

What are Site Messages?

Site Messages are lightweight notifications that appear on your website. Site Messages will only be displayed to your contacts, or a segment of your contacts. They will not be shown to anonymous users.

By default Site Messages are displayed first as an “Initial Message” in the bottom-right corner of your website. You may customize where they appear. They will display either; bottom-right, bottom-left, top-left, or top-right. Site Message position is defined globally, so any change you make to the position of one Site Message will affect any other Site Messages.



When a contact clicks on a Site Message it will expand into a “Detailed Message.” When creating a Site Message you are able to customize the appearance of both the “Initial Message” and the “Detailed Message.”



Personalization tags are available to be used inside a Site Message so that you can refer to a contact by their first name for example. You will have access to personalization information like date, geographic information, regular contact fields, and e-commerce deep data.

Prerequisites

Site Messages require our Site Tracking snippet. That means that in order to display a Site Message to your contacts you will need to have it installed. 

Creating a Site Message

Similar to an SMS message, Site Messages can only be sent as an Automation Action. Create or select an Automation to use to host your site message. 

From the Automation Action selection menu, chose “Send a Site Message” from the “Sending Options” sub menu. Click on “create a message” to create your first Site Message.

Give your Site Message a clear name that describes it in a way that will make sense to you in the future, or to your team. The name of the Site Message won’t be visible to your contacts.

When creating a Site Message, you are given the option to display the Site Message on any of your web pages, or you may also restrict the Site Message to display only on specific pages. You may use an asterisk character as a wildcard placeholder.

After creating a name for your Site Message, you will be redirected to the Site Message composer screen.

Navigating the Site Message composer


You can toggle between the “Initial Message” and the “Detailed Message” in the upper left of the composer screen. The “Initial Message” is the version of the Site Message that will be displayed to your contacts. The “Detailed Message” is the version of the Site Message that will be displayed to your contact after they click on the “Initial Message.”

Editing the text of the Site Message is easy, simply click on the text in the Site Message itself in order to edit. You will be presented with the option to include an emoji, or any data attributes that are available. You may decorate a selection of your text with bold, italics or underline. Highlight the portion of text you want to decorate and a new menu will appear with the BI, or U options.

In the right-hand menu, you are presented with several options to customize the look of your Initial Message.


The “Layout” represents the format of the Site Message. You may choose between 4 options: simple, simple with a title, simple image, and image with a title. In order to edit the image for layouts that include an image, click on the image in the template and you will be presented with the option to select an image from your image library, or upload a new image.


The “Theme” represents the style of the Site Message. You may choose between “Basic,” “Colored,” or “Dark Stripe.” If you select “Colored” or “Dark Stripe” an additional “Highlight Color” color selector will appear in the right hand menu. You may use this to customize the effect to best match your site.

Between Layout and Theme, you should have 12 different customization options available to use.

The “Initial Effect” customizes how the Initial Message will animate when it is displayed to your contacts. You can choose between “Slide in,” “Fade in,” or “none.” When you toggle between effects the example will animate for you to preview.

Once you have customized your Initial Message to match your website, click on “Detailed Message” in the upper left corner to personalize the message that appears after a contact clicks on your initial message.

“Detailed Messages” are larger and come in one of two formats. You may toggle between the two styles by using the drop-down menu in the grey right-hand panel. Detailed messages can either appear as “Pinned” or “Floating.”

“Pinned” Detailed Messages appear as stuck to the right-hand side of the browser on your website, over any additional content on your site.

“Floating” Detailed Messages appear as a modal in the center of your website in the contact’s browser window.

You may customize the title of the Detailed Message, adjust the text of the message, upload an image, and include a button with a link. Text can only be center-formatted, but buttons can be either centered, left-justified, or right-justified.

You may also customize the colors of the button to match your site.

Once you have customized the Detailed Message to match your site, click the green “Done” button in the upper right of the website to return to your automation.

Sending a Site Message

Site Messages are sent in the same way as a an SMS or an email is sent from within an automation. Once a contact has entered an automation, if they encounter the “Site Message” action on their path, the Site Message will be queued to be displayed.

The next time the contact visits your website (or the specific pages described when you initially created the Site Message) the Site Message will be displayed to them.

Sending Multiple Site Messages

Right now it is not possible to “pull back” a Site Message that has already been sent to a contact. That is coming soon. However, if you edit the Site Message that went out, the contact will receive the updated version of the Site Message.

If a contact receives multiple Site Messages, they will appear “stacked” vertically until the contact dismisses them.

 The Split action allows you to create two types of splits within an automation: a conditional split and an even split (traditional A/B split test). This action helps you create even more powerful marketing and sales automations as it adds a new level of flexibility with how you can communicate with your customers and it can be used to see which marketing or sales approach works best. 


Note: In order for contacts to participate in a split action, they must first encounter the action in an automation. Once a contact heads down one path, that is their only path. They cannot re-enter the split and proceed down the other path. 

In addition, once a split action is in progress, it cannot be edited.

In this article: 
Create a conditional split within an automation
Create a split test within an automation

Create a conditional split within an automation

This split will send contacts down “Path A” until a condition(s) you set is met, then will send all new contacts down “Path B.” You may want to use this if you wish to send a special offer to the first 100 contacts that complete a specific action, then send a different offer to everyone else that completes that same action.

To add this action to your automation:

1. From your automation, locate where you would like to add this action.

2. Click the node (+).

3. Click “Conditions and Workflow” in the “Add new action” modal.

4. Click the “Split” action.

5. Click the “Conditional split” option.

In the next Split action modal, you will need to set a condition that will determine when the Split action should stop sending contacts to “Path A” and send them to “Path B” instead: 

There are three options to choose from:

We will discuss each option below.

Option 1: Until X total contacts have been sent to “Path A”

All contacts that encounter this split action will be sent to “Path A” until X total contacts have been sent to that path. Once X total contacts have gone down “Path A,” all other contacts that encounter this split will go down “Path B.” In this action, you will determine the total number of contacts that will be sent to “Path A.”

The split action will have the total of 300 by default, however, this can be changed by clicking that number and typing a new one into the field provided:

Once you have entered the new total, click the “Apply” button.

Option 2: Until X total contacts have completed a goal

Contacts that encounter this split action will be routed to “Path A” until X number of contacts have completed a goal you set in the split. Once X number of contacts have completed that goal, all new contacts will be routed to “Path B.” In other words, contacts will only be sent to “Path B” once X number of contacts have completed a specific goal by meeting your condition(s), regardless of how many contacts were sent to “Path A.”

Note: This goal is a condition(s) you set using the segment builder; you can use virtually any information available to you in your account to create this condition(s). In addition, the goal in this case is simply a condition for this split and is not to be confused with the Goal action in an automation.

The split action will have the total of 300 and “have been sent to Path A” selected by default, however, these two conditions can be changed.

To change the total number of contacts that must meet this goal, click the number and type a new one into the field:

Next, click “have been sent to Path A” to pull up the “have completed the goal” option:

Click the “have completed the goal” option:


Click the “Specify conditions” link to pull up the segment builder and create your goal conditions:

When finished, click the “Apply” button.

Option 3: On a certain date or time

All contacts will be routed to “Path A” until a specific date and time you set in the split action. Once that specific date/time has been reached, all new contacts that encounter this split action will be routed to “Path B.”

To create this condition, click the radio button next to the “Current date is” option:

Next, click the Date and Time link in blue:

Use the calendar to select your preferred date and use the dropdown to select your preferred time:

Move your mouse back over the split action set up modal and left-click into the white space provided (see arrow).

Click the “Apply” button.

Create a split test within an automation

An even split determines a winning path within an automation and can be thought of as an A/B split test. This type of split will send contacts down each path evenly until the split has concluded. For example, Contact 1 will go down Path A, Contact 2 will go down Path B, Contact 3 will go down Path A, Contact 4 will go down Path B, and so on. At the conclusion of the split, a winning path is determined based on conditions you set. You can use this to see which automation email performs better or which marketing or sales approach works best.

To add this action to your automation:

1. From your automation, locate where you would like to add this action.

2. Click the node (+).

3. Click “Conditions and Workflow” in the “Add new action” modal.

4. Click the “Split” action.

5. Click “Even split.”

In the next Split action modal, you will need to set a condition that will determine when to conclude the split and determine a winning path.

There are four options you can choose from:

We will discuss each option below.

Option 1: Never, split indefinitely

This option simply means that the split will never conclude and a winning path will never be determined. All contacts that encounter this action will be distributed evenly between each path for as long as the automation is active.

To select this option, click the radio button next to “Never, split indefinitely” and click the “Apply” button.

Option 2: Until X total contacts have been split

This option means that the split will run until X total contacts have been evenly split. You will define the number of contacts that will be evenly split between both paths.

Once the split concludes, a winning path will be determined based on the conditions you set. The path with the most contacts that meet your condition(s) is the winning path. If there is a tie when determining the winning path, “Path A” will be declared the winner.

To use this option, click the radio button next to “300 total contacts have been split” option.

The split action will have the total of 300 by default, however, this can be changed by clicking that number and typing a new one into the field provided:

Next, click the “Specify conditions” link to create your condition(s):

Create your conditions using the segment builder and click “Save.”

Click “Apply.”

Option 3: Until X total contacts have completed the goal

Contacts that encounter this split action will be routed evenly between both paths until an X number of those contacts complete a goal in the split action. You will define both the number of contacts needed to complete the goal, and what the goal should be. Once X number of contacts have completed that goal, the split test will conclude and a winning path will be determined. The path that has the most contacts with the completed goal is the winning path. If there is a tie when determining the winning path, “Path A” will be declared the winner.

Before we start, you should know that several contacts can run through the split action before it concludes. For example, if you set the split action so that 300 contacts need to complete a goal before the split test concludes, then 500, 3,000, or 100,000 contacts can run through this split action. The split will only conclude when 300 of those contacts have completed the goal.

In addition, the goal is a condition(s) you set using the segment builder; you can use virtually any information available to you in your account to create this condition(s). In addition, the goal in this case is simply a condition for this split and is not to be confused with the Goal action in an automation.

To use this option, click the radio button next to “300 total contacts have been split:”

The split action will have the total of 300 and “have been split” selected by default, however, these two conditions can be changed.

To change the total number of contacts that must meet this goal, click the number and type a new one into the field:

Next, click the “have been split” link to use the “have completed the goal” option:

Click “have completed the goal”:

Click “Specify conditions” to set your goal conditions with the segment builder:

Select your goal conditions using the dropdowns provided and click the “Save” button:

Click the “Apply” button:

Option 4: On a certain date/time

This option means that the split will conclude at the specific date and time you set when creating this split action. Once the date/time is reached, the split will be over and the winning path will be determined by a condition(s) you set when creating this split action. The path with the most contacts that meet your condition(s) is the winning path. If there is a tie when determining the winning path, “Path A” will be declared the winner.

To use this option, click the radio button next to “Current date is”:

Click the Date and Time link in blue:

Use the calendar to select your preferred date and use the dropdown to select your preferred time:

Move your mouse back over the split action set up modal and left-click into the white space provided (see arrow).

Click the “Apply” button.

The Goal action in an automation is used to measure the effectiveness of your marketing. When used correctly, it can provide a snapshot of how a specific part of your marketing is performing. 

In addition, the Goal action is a way to move a contact to another location within an automation as soon as they meet specific conditions, which are configured in the Goal action. Once a contact meets these conditions, they will immediately jump from their current location to the Goal, skipping all steps in between. They will then proceed to the next action in your automation. 

In this article, we’ll discuss:

Contacts can only meet a goal once per entry into the automation. If a contact meets a specific goal, they won’t meet it again. Contacts would have to exit the automation and be re-added at the top to meet the Goal steps more than once.

How contacts encounter Goals

A contact can encounter a Goal action in two ways:

  1. Organically. Contacts can encounter a Goal action if it is the next step in their automation path.
  2. Jumping. Contacts can jump directly to a goal step from their current position in an automation if they meet the conditions set in the goal.

In order to encounter a Goal, the automation must be set to “Active” and a contact must be in the automation containing that action.

Anatomy of a Goal

The Goal action contains five elements. You’ll need to provide information or direction for each element in order to correctly configure a Goal action:

The five elements are:

1. The Goal name (“Name”)

This is the internal name for your Goal. Contacts will not see this name.

2. The Goal condition (“Jump to this action when…”)

You create a condition that contacts must meet in order to achieve a Goal. This condition is created with the segment builder and you can use almost any data available to you in your account.

3. Location (“And when the goal is…”)

This determines if contacts are eligible to achieve a goal, based on their current position in an automation. There are two locations to choose from:

  • Below the contact’s position: A contact can only achieve this goal and move directly to it if the goal is below their position in an automation. If the goal is located above the contact in an automation, then they are no longer eligible to achieve the goal and will not move to it.
  • Anywhere: A contact can achieve the goal and move to it from any position in the automation. This setting can be used if your automation contains an “If/Else” fork as it will allow the contact to jump from one path in your automation to the goal. If a contact (1) already went through the goal and (2) did not meet the goal conditions, they will not jump up to the goal if they meet the conditions to do so later on. 

4. Conversions triggered (“Trigger this conversion when this goal is achieved”)

You can determine if achievement of this goal will trigger a conversion, no conversion, or you can create a new conversion when the goal is achieved. Conversions are part of our Attribution feature.

5. Action (“If the contact does not meet goal conditions”)

You can decide the next action for contacts that arrive at this Goal action but do not yet meet conditions to achieve the goal. There are three actions you can choose from:

  • Continue anyway: Contacts will proceed to the next step in an automation.
  • Wait until conditions are met: Contacts will wait in this Goal action until they meet the Goal conditions. There is no time limit to how long contacts will wait.
  • End this automation: Contacts will end the automation as soon as they reach this step.

How to add a Goal action to an automation

1. From your automation, locate where you want to add the Goal action and click the node:

2. The “Add new action” modal will appear. Click “Conditions and Workflow.”

3. Click the “Goal” action.

4. The Goal action modal will appear. Type the name of the goal into the Name field provided

As a best practice, we recommend choosing a name that describes the goal’s desired outcome.

5. Click the “Click to add a goal” link to set your Goal conditions. This will open the Goal Editor, which uses the segment builder. You can use any information available to you in your account to create a goal condition.

6. Click the “And when this goal is” dropdown and select either “Below the contact’s position” or “Anywhere.”

7. Click the “Trigger this conversion when this goal is achieved” dropdown if you want this Goal to trigger a Conversion. You can also choose to create a new conversion as this goal is achieved by clicking the “Create a new conversion” link provided.

If you do not want to trigger a conversion, click “None” in the dropdown.

8. Click the “If the contact does not meet goal conditions” dropdown and choose an optionThis determines what action contacts will take when they encounter this action in your automation, but do not meet the goal conditions.

9. Click the “Save” button.

Creating segments with Goal data

There are four segmenting options available with the Goal action:

1. Goal achieved

Contact has met the conditions of the goal while going through the automation.

2. Goal not achieved

Contact exited the automation before achieving the goal or has not yet met the goal conditions.

3. Goal skipped

Contact reached the goal step in the automation but either skipped it or ended the automation.

4. Waiting on Goal

Contact is at the goal step of the automation and will not proceed until they have met the goal conditions.

Note: Contacts who match the Goal skipped condition will also appear in the Goal not achieved condition.

 

After you set up site tracking in your Nurturelabs CXP account, you can use the “Web page is visited” automation trigger to start an automation when a contact visits your site. However, how you set up the trigger will determine if the automation will run or not. 

In this article, we’ll list common reasons why your “Web page is visited” trigger may not be working and share tips on how to troubleshoot the issue. 

The domain used in the trigger is not the same domain that contacts are visiting

The domain in your automation trigger needs to match the domain that contacts are visiting. If it does not, then contacts won’t be added to your workflow.

For example, if the URL contacts are visiting is yourdomain.com/ but you are using yourdomain.com in the trigger, the automation will not run. This is because the forward slash (/) is missing from the domain listed in your trigger.

To fix this, you’ll first need to make sure that yourdomain.com/ is whitelisted in your account. To do so, click “Settings” then click “Tracking.” Your whitelisted domains will be listed in the “Whitelist and Install Code” box. If the domain is not listed, type it into the “Add Website URL” field and click “Add.”

The web page used in the trigger does not match the URL page that contacts are visiting

For example, let’s say your trigger uses the URL: yourdomain.com/. However, the URL that contacts are visiting is yourdomain.com/blog. Contacts will not be pulled into the automation because yourdomain.com/blog is a different webpage than yourdomain.com.

To check which URL is being used in the automation trigger, go to “Automations” then click “Edit” for the automation using the “Web page is visited” trigger. The URL will be displayed in the trigger:

If the incorrect URL is being used in the trigger, you can fix it by clicking the trigger and updating the URL fields. When finished, click “Save Start.”

Notice that the path to that specific page ends in a forward slash (/). We need to make sure to include that forward slash in our trigger. If we do not, then the automation will not trigger.

Note that the path to that specific page ends in a forward slash (/). We need to make sure to include that forward slash in our trigger. If we do not, then the automation will not trigger.

  • Leverage Wildcard URLs (*)
    You can use wildcard URLs to trigger an automation to run when contacts visit groups of pages on your site. A wildcard URL uses the * symbol to indicate that “any page in this path” should begin the automation. For instance, yourdomain.com/blog/* would begin the automation when a contact visits any posts on our blog:

And yourdomain.com/* would begin an automation when any page on this site is visited:

Note: Wildcards can be used at the end of a URL yourdomain.com/* or in the middle of a URL yourdomain.com/*/test.php.

The domain you whitelisted does not match the domain that contacts are visiting

The domain you whitelisted much match the domain that contacts are visiting. If it doesn’t, then contacts won’t be added to your automation. For example, let’s say the domain your contacts are visiting is bluecampysocks.com. You’ll need to make sure that bluecampysocks.com is also whitelisted in your account.

To check this, click “Settings” in the left menu then click “Tracking.” All URLs you whitelisted will be listed in the “Whitelist and Install Code” box.

If it’s not listed, type the domain in the “Add Website URL” field and click “Add.” Moving forward, contacts who visit your site will be added to your automation.

 
Third-party branded triggers allow you to seamlessly trigger an automation when an event occurs in a connected app. 

In this article:

Where to find third-party branded automation triggers

Third-party branded triggers are located under the “CX Apps” portion of the “Add a start trigger modal.”

sarahnicholaev

How third-party branded automation triggers work

Each third-party integration listed in the table below has its own unique branded trigger in the Nurturelabs CXP automation builder. These triggers become available to use as soon as the integration is enabled in your Nurturelabs CXP account. 

These triggers “listen” for the appropriate third-party tag to be added to a contact from the integration. Once the tag is added, the contact is then pulled into the automated workflow through that trigger. These triggers only one once per contact. They can be configured to “listen” for tags to be added from any submission through an integration or a specific submission.

Here is a breakdown of each third-party integration, what the trigger is called, and the tag each integration “listens” for:

Third-party integrationAutomation trigger nameTag the trigger “listens” for
CalendlyCalendly meeting receivedcalendly-integration-[youreventname]
TypeformTypeform form receivedtypeform-integration-[yourformname]-form
UnbounceUnbounce page receivedunbounce-integration-[your_landing_page_name]

The “Perform Math” automation action lets you execute calculations on existing custom deal and contact fields that contain numbers or dates. With this action, you will be able to adjust the value of an existing field using either the add, subtract, multiply, or divide math function. 

You may want to use this to calculate the number of appointments or interactions a customer has, calculate a running total, or calculate expiration dates. 

Math Action is available to all plan levels. However, customers with a Plus, Professional, or Enterprise plan can use the “Perform Math” action with custom deal fields.

In this article:

Perform math with custom contact fields

The “Perform Math” action can be used with the following custom contact field types:

  • Text input fields
    These fields must contain whole numbers and no symbols. If this field contains a number with a decimal point or any other symbol, it will skip the Perform Math action in your automation.
  • Date-based fields

1. From your automation, click “Conditions and Workflow” on the right side of your screen.

2. Add the “Math” action to your automation by dragging and dropping it.

3. The “Math Operation” modal will open. Click the drop-down on the left and select the “Contact Fields” option.

4. The Contact Fields menu will expand. Click the custom field you wish to perform a math action with. Note that we only display a limited number of fields in the dropdown. If you don’t see the desired field listed, type the field name into the search option provided.

Text input fields: Click the middle dropdown and click the math function you would like to use. You can choose from Add, Subtract, Multiply, or Divide. Next, type the number you wish to adjust the field value by in the right field.

Date-based fields: Click the middle dropdown and click either Add or Subtract. Next type the number of days you would like to adjust the date field value by.

6. When finished, click the “Save” button. 

Perform math with custom deal fields

The “Perform Math” action can be used with the following custom deal field types:

  • Text input fields
    These fields must contain whole numbers and no symbols. If this field contains a number with a decimal point or any other symbol, it will skip the Perform Math action in your automation.
  • Number fields
    If numbers in these fields contain a decimal, we’ll round up to the nearest whole number. 
  • Money fields
    If numbers in these fields contain a decimal, we’ll round up to the dollar. 
  • Date-based fields

1. From your automation, click “Conditions and Workflow” on the right side of your screen.

2. Add the “Math” action to your automation by dragging and dropping it.

3. The “Math Operation” modal will open. Click the drop-down on the left and select the “Deal Fields” option.

4. The Deal Fields menu will expand. Click the custom field you wish to perform a math action with. Note that we only display a limited number of fields in the dropdown. If you don’t see the desired field listed, type the field name into the search option provided.

Text input, money, and number fields: Click the middle dropdown and click the math function you would like to use. You can choose from Add, Subtract, Multiply, or Divide. Next, type the number you wish to adjust the field value by in the right field.

Date-based fields: Click the middle dropdown and click either Add or Subtract. Next type the number of days you would like to adjust the date field value by.

5. After selecting the desired field, math function, and number click the “Affects” dropdown and select which deals will be affected.

6. Click the “Pipeline” dropdown to select which pipeline will be affected.

6. When finished, click the “Save” button. 

You can use automations to send SMS messages to contacts with mobile phone numbers. 

  • Get explicit consent – it’s required
    Contacts must have explicitly opted in to receiving SMS messages from your brand or company.
  • Keep your message as short as possible
    SMS messages have a 160 character limit.
  • Avoid link shorteners such as Bit.ly
    The use of free or public link shortener URLs in SMS messages is prohibited and will prevent the sending of your SMS message from our service. These URLs are commonly confused with spam and appear untrustworthy which causes phone carriers to block the delivery of these SMS messages.
  • Use the default Nurturelabs CXP phone field
    Our system will only send to the default phone number field. It will not send to a custom phone number field you may have created to collect mobile phone numbers for your contacts.
  • Nurturelabs CXP automatically adds an opt-out offer
    When you send an SMS message and a STOP clause is not detected, Nurturelabs CXP will automatically include a STOP clause for a contact to opt out of messages.
  • Phone numbers outside of the United States must follow E.164 number formatting
    This formatting is an internationally-recognized standard phone number format and includes the following:
    • A “+” sign
    • International Country Calling code
    • Local Area code
    • Local phone number

For example, if you have a contact located in Brazil, you would format their phone number to be: 

+55 123 456 789

Mobile phone numbers collected for contacts within the United States do not need to use the E.164 number formatting, however, you will need to include the full phone number including the area code. For example, you would format the phone number to be 123 456 7890.

Our system saves a mobile phone number exactly how it was submitted. We do not reformat the phone number. If you do not use the E.164 format for contacts located outside of the United States, our SMS provider will default to add +1 (US) instead.

 
The Goal action and Conditional Wait action both use the segment builder to create conditions that a contact must meet in order to proceed to the next step in an automation. However, knowing when to use one over the other really depends on what you wish to accomplish with your automation and if you’re sending out time-sensitive emails or emails that do not need to go out by a certain date.

In this document, we’ll review both actions and provide an example of when you would use each when scheduling automation emails.

Goal action
While a contact can encounter a Goal action sequentially (meaning it’s the next step in their automation path), it is mainly used to jump a contact from their current position in an automation directly to that action once they meet specific conditions to do so. With this action, they will skip all steps between their current position and the Goal, then proceed to the next step in your automation. If contacts reach the Goal action sequentially, you can configure it so that contacts will wait in that step until they meet specific conditions to proceed to the next action.

Conditional wait
A Conditional wait is more sequential—a contact will encounter it as soon as it’s the next step in their automation path and they will not jump to it. With this action, contacts will wait at that action until they meet the conditions to move forward. Once the conditions are met, the contacts are then released to the next step.

When to use a Goal action to schedule an email
If you have emails that need to go out by a certain date, we recommend using Goal actions to schedule those emails. For example, let’s say you have an automation containing a series of email reminders for an upcoming event. You want send them 30 days before the event date, 2 weeks before the event date, 1 week before the event date, and 1 day before the event. However, depending on when contacts enter your automation, you may not want them to receive certain reminders as they would no longer be relevant to that contact. For example, if a contact entered your automation 3 days prior to the event date, you would not want them to receive your first three reminders. To get around this, you would use a Goal action above each Send Email action that uses a date condition and that is set to have contacts wait until conditions are met before they move to the next step in your automation.

When to use a Conditional Wait to schedule an email
If you have a series of emails to send that are not time sensitive and if you want contacts to receive each one regardless of when they entered your automation, then you can consider using conditional waits as a way to schedule your email. Again, with this wait, contacts will arrive at this action sequentially and will queue in that step until they meet conditions you set to move forward. You can use conditional waits to schedule automation emails to send on specific days of the week or when a contact completes a specific action, such as visiting a pricing page. With conditional waits, you also have the option to set a maximum period of time that a contact will wait before they are released to the next step in your automation.

With predictive next steps, we recommend actions to consider inserting next in your automation. This feature is designed to help you take advantage of the best practices presented in the context of the automation you’re creating and save you time. 

In this article:

What are predictive next steps?

A predictive next step is a modal containing recommended actions that you can add to your automation. 

With this version, you do not need to take any action to turn predictive next steps on. 

This feature is available on all plan levels. 

How predictive next steps work

When you build an automation, this feature analyzes the last step you added to your automation. If the last step is a “Send Email” or “Add a Deal” action, a modal window will appear next to the action. This modal will contain recommended actions that you can add to your automation next.  

If you wish to use one of the recommended next actions, you can select it by clicking it. The action will be added to your automation and you can proceed with configuring it. 

If you choose not to use any of the recommended actions, just click the “X” to close the modal. You can also click the node (“+” symbol) in your automation to continue building your automation as you normally would.

Note that if you close the modal, it will not reappear for the same “Send Email” or “Add a Deal” action. 

It is not possible to turn predictive next steps off in your account. 

Predictive next steps available

Below are all automation actions that generate predictive next steps: 

“Send Email” generates the following recommended actions:

  • Wait 7 days (one timed wait action)
  • Wait 7 days and check to see if email was opened (one conditional wait action with a time limit)
  • Wait 7 days and Send email (one timed wait action and one send email action)

“Add a Deal” generates the following recommended actions:

  • Add a Task (one task action)
  • Add a Task and Notify Deal Owner (one task action and one notification action)

We will continue to add support for more actions and triggers for predictive next steps.

With Nurturelabs CXP you can trigger an automation to run when a contact opens a one-to-one email. To do so, you’ll need to use the “Opens/Reads an Email” trigger. As soon as a contact opens your email, they’ll be added to the automation.

Take note

Contacts who use the Apple Mail app with iOS 15 with Mail Privacy Protection enabled will be excluded from this trigger option unless they click a link in the email, where an open will be registered. 

How to add the “Opens/Reads an Email” trigger to an automation

In the steps below, we’ll walk you through on how to add the “Opens/Reads an Email” trigger to an automation. In this example, we’ll be creating an automation from scratch.

1. Click “Automations” on the left menu.

2. Click the “Create an automation” button.

3. A modal window will appear. Click the “Start from Scratch” option then click the “Continue” button.

4. A trigger modal window will appear. Click the “Opens/Reads an Email” trigger option.

5. A modal window will appear displaying action options. Click the “When a contact opens a personal email” option.

6. On the next screen, click the “Runs” dropdown. Then click either the  “Runs once” or the “Runs Multiple times option.

7. Click the “Add Start” button.

8. Add actions to your automation to complete your workflow.