Response Processing

Repeat Responses

In Salesforce native, a lead or contact can only be a member of a campaign once. But let's say that someone fills out a demo request form in Q1, then fills out a second one in Q4. Uh oh! The data on that campaign member is overwritten the second (or third, or 932nd) time the individual participates in your campaign, which means you lose visibility on their multiple interactions with it. That data offers useful insights into campaign performance and customer behavior, which is why Funnel Metrics' Repeat Responses is so valuable. Rather than updating the data on the original campaign member, Funnel Metrics generates a repeat with the new data. This way, you can see and report on multiple historical engagements with the same campaign over time.

A repeat response is generated when Funnel Metrics evaluates a new response from a contact or lead that is already a member of a campaign with a responded status. You can configure Funnel Metrics to handle repeat responses using the settings in this section.

Configuring Repeat Response Settings

To configure your Repeat Response settings, click Your Name | Setup | Installed Packages and Configure next to Full Circle Insights Funnel Metrics. From there, click Response Processing.

Repeat Campaign Limit: Enter the maximum number of repeats you want to allow for any campaign. We recommend 25.

Net New Lead Timeout: Enter the number in minutes after a new lead or contact is created that a campaign response will receive credit for generating a new name. For example, if a lead is created and 20 minutes later a Contact Us form response is inserted, the Contact Us form probably generated the name. If the Contact Us response is inserted a day later, however, that Contact Us form probably wasn't responsible for generating the new name, since such a long time passed between lead creation and campaign response.

Passing Opportunities: Select if you want opportunity stage values to determine funnel field values. “Opportunity Stage Mappings” display for you to select a funnel stage for each opportunity stage value.

• Select the appropriate radio button for the funnel stage displayed for each opportunity stage value listed in each row. A funnel stage can be mapped to more than one opportunity stage.
• Select the “None” column for any opportunity stage value that you don't want in your funnel.

Response Recovery Campaign: Select a campaign to store any data that's lost due to merging records. This campaign must have Bypass Nurture Timeout, Repeat Responses Allowed, and Repeat Response Timeout Segment set to 2 minutes.

Response Prompts: Select if you want to allow the response prompt UI to create additional active contact responses, even if one or more active responses are already associated with an opportunity. If your org is running in Active Mode, the Visualforce page is added to the page layout during deployment.

Standard Campaign Association: Select if you want to create additional active contact responses, even if one or more active responses are already associated with an opportunity.

Default Timeout: Enter the number of minutes you want Funnel Metrics to wait before generating a repeat. For example, if you set this to 3 minutes, a response made a minute after the first response will be ignored as a potentially unintentional double click. Any responses to a campaign from the same person after three minutes in this situation would be tracked as a repeat response.

• This setting does not apply to reactivation scenarios. Reactivation will insert repeat responses when adding a lead/contact to a configured default campaign if the lead/contact is already part of that campaign

Campaign Segment Timeouts: If you want to apply different timeout periods to different campaigns or campaign types, enter the picklist values for the Repeat Response Timeout Segments field to display on this configuration page and enter the timeout period for each individual picklist value. If you change the picklist values, adjust related minutes here. These settings override the Default Timeout setting above.

Repeat Response User: Select the marketing automation tool’s user in the “Repeat Response Users” section by clicking the lookup icon, selecting the user, and clicking Add User. Funnel Metrics counts responses created by this user as repeat responses. This is used for marketing automation tools like Marketo that create repeats for high value forms like Contact Us.

When you've configured the above settings to suit your preferences, click Save and return to main.

Once the above settings are selected, in the Salesforce UI when creating or editing campaigns, navigate to the RM fields and make the following selections where relevant:

• Select the Repeat Responses Allowed field on a campaign to allow repeat responses.
• Enter a value in the Repeat Response Timeout Segments field on a campaign if you want to override the Campaign Segment Timeouts setting for that particular campaign. Adding these fields to the page layout and setting FLS is part of the implementation.