4 - Invocable Reactivation

What's Invocable Reactivation?

Put simply, Invocable Reactivation generates active responses to make sure funnel tracking is as complete as possible. Using complex Lead, Contact, or Task/Event criteria, it reactivates a prior response or inserts a default campaign when certain criteria are met. This is all in addition to the following Reactivation Configurations:

• Response Prompt Reactivation
• Score Reactivation
• Active Status Reactivation

There are three types of Invocable Reactivation: Process Builder Reactivation (a traditional option, but resource-heavy) and Flow Reactivation (a less resource-intensive alternative) are the most common. It is also possible to trigger reactivation using Apex code, but this document will not delve into that topic. Invocable Reactivation is flexible and allows you to re-activate responses based on complex criteria. It supports:

• Leads, Contacts and Tasks criteria
• Reactivation of a recent response
• Insertion of a single default campaign response
• Default campaigns based on user role, profile, or other user field

When Should I Use Invocable Reactivation?

In general, Invocable Reactivation should be used whenever you want to trigger reactivation from a task or event being created/updated, or from a change to a field on the lead or contact. A couple of common use cases:

• Sales reps working in sales acceleration platforms like Outreach or Salesloft may add inactive leads and/or contacts to cadences or leadscontacts respond to a cadence, which creates an activity or updates a cadence field on the lead/contact in Salesforce. The reactivation scenario in this case would reactivate a recent campaign or insert a default sales campaign, thereby making the lead/contact active and enabling it to be tracked on the funnel where it would not have been otherwise.
• Sales reps may not update the lead/contact status directly, but will create tasks or events associated with the lead/contact. The reactivation scenario in this case would reactivate a recent campaign or insert a default sales campaign, meaning that the lead or contact won't be missed in the funnel.

Example: Your company uses call tracking software that creates activity records when sales reps make calls. A process has been created in Salesforce to generate campaign member records when certain conditions are met. When triggered, Invocable Reactivation will search for a recent eligible response and make it the active response, or optionally insert a default response.

How it Works

Invocable Reactivation Flowchart

A dedicated process will call Apex and trigger reactivation when the criteria is met for leads, contacts or tasks. When reactivation is triggered, Funnel Metrics will search for and activate a prior response. Optionally, it can also insert a default response if there are no prior eligible responses within the timeframe you specify. It will also update the lead or contact to the default active response.

Note: Although this chart mentions Process Builder Reactivation, it is applicable to all types of Invocable Reactivation.

How to Implement

Process Builder Reactivation can be resource-heavy, which can, in turn, lead to CPU timeout issues. As a result, we recommend that most customers use Flow Reactivation instead. If you would like to implement Flow Reactivation or switch to Flow Reactivation from Process Builder Reactivation, skip ahead to Part 2.

Part 1: Configure Reactivation

Note: If you are already using Invocable Reactivation, skip to Part 2 to configure Flow Reactivation.

1. Navigate to Full Circle Configuration page. You can get there by:

A. Full Circle Configuration Tab

Look for "Full Circle Configuration" in your available Tabs. If you don't have access to this tab, you should contact your Salesforce Admin to enable the tab for your profile or user. In the meanwhile, you can get to configuration in the following way as well.

B. Installed Packages Link

In Setup, search for and click on Installed Packages in the left-hand column search bar.

Click Configure next to 'Full Circle Response Management' package

2. Click "Configure" under Funnel Metrics Block

3. Click Reactivation.

4. Next to "Invocable Reactivation," click Edit.

5. Select Yes to enable this reactivation.

6. Set the number of Days to indicate how far back to look for responses to consider for reactivation.

Note: Full Circle recommends looking back no more than 30 days, but your business process may call for a different timeframe, particularly if your sales cycle is a long one.

7. Select the Response Status values that will be considered eligible for reactivation on the left and move them to the right by clicking on the right-pointing arrow. These values should typically include:

• Resolved - Already Engaged
• Resolved - No Action Required
• Any response statuses that indicate a disposition that is eligible to be reactivated

8. Configure the Default Campaign as shown below, using your default campaign ID and responded campaign member status.

Note: You can also use different campaigns based on user role, profile, or other user field.

If you select "No" to insert a single default campaign, and choose to have default campaigns based on user role, profile, or other fields, you'll need to select these additional settings:

A. Identify the user that should be evaluated based on the activity, lead/contact owner or running user.

B. Select whether you want to specify default campaigns by user role, profile, or another field. The default will be user role. Click on the dropdown to select other fields. You'll need to enter the role{{MEDIA_PLACEHOLDER}}/profile name (or the specified user value name) and the corresponding campaign id you want to use for each value.

9. Select the fields that should be set if blank, and fields that should be cleared, if applicable. Typically, fields will be set with RM Custom Funnels, so it may be easiest simply to clear anything that occurs post-MQL and prior to opportunity, like SAL related stage fields:

10. Click Save and Close to save your changes.

Part 2: Configuring the Flow

Process Builder is resource-intensive, which in turn can lead to CPU timeout issues. For a lightweight but equally powerful solution, you can invoke the reactivation process with a flow instead.

In this simple example, we'll set up a process where if a new task is created or updated with the subject of "Send Quote," then the related lead or contact (if there is one) will be reactivated.

Note: If it's new or in a nurture status, the lead will be set to an active status and we'll also reactivate a recent eligible campaign member OR insert a new default campaign member.)

1. In Salesforce Setup, navigate to Process Automation > Flows and click the New Flow button.

2. Choose Record-Triggered Flow.

3. Choose Freeform.

4. Click Edit.

5. In the Configure Trigger page, check "A record is created or updated" and "After the record is saved".

6. Click Done, then click "+ Choose Object".

7. For the Object, choose Task, then set two conditions:

First, choose Subject equals "Send Quote" (this is where you can diverge if you have a custom subject line or other value that you'd prefer to use).

Then select:
Field: WhoId 
Operation: Is Null
Value: {!$GlobalConstant.False} (displays post-selection after False)

Also select "Only when a record is updated to meet the condition requirements" so this doesn't run every time the task is updated while the subject meets the conditions.

Finally, click Done.

8. Next you'll add the Action from the Elements list and drag the Action icon over to your flow builder panel. After you've dragged it in, the New Action box will appear.

9. In the New Action box, you can filter by Type and select Apex Action to narrow your choices, then select FCRM__ME_API_ProcessBuilderReactivationStarter as the action.

10. Now you'll see some more fields appear. Enter a label and description for your action, and under Set Input Values, toggle it to Include, and for entityids, choose the task:

11. From the list you get after selecting task, choose Whoid:

12. Your Action configuration should look similar to this when done:

13. Click Done to finish up your action, then click the circle at the bottom of the Start box and drag a connector to the action. When you see the action highlighted, let go. You will see that the connector is now telling the action to run immediately when a task that meets the conditions is created, or updated (to meet the conditions).

14. Click Save, give your flow a name and a description, then click Save again within the dialog box.

15. Click Activate, and boom! You're done, other than testing to confirm all is working as expected.