All reactivation elements have common configuration elements and reference shared fields. This document is an overview of common elements in most reactivation scenarios.
Accessing Reactivation Scenarios
Reactivation Scenarios can be accessed from the main Response Management configuration page by navigation to Setup > Installed Packages > 'Configure' by Full Circle Insights Response Management > Reactivation button.
Reactivation Fields and Usage
Reactivation Scenarios reference common fields on the Campaign Member and Campaign objects.
| Object | Label | Type | Description |
|---|---|---|---|
| Campaign Member | Reactivation Date | Date/Time |
This field is set when a response is reactivated from any reactivation scenario. It is NOT set when a default campaign member is inserted. Responses with Reactivation Date populated will not be reactivated. Nuances
|
| Campaign | Exclude from Reactivation | Checkbox | Campaign Members with a campaign with Exclude from Reactivation checked will never be reactivated. |
| Campaign | Default Responded Member Status | Text(125) |
Reactivation scenarios may identify a non-responded campaign member and updated it to a responded status to create an active response. This is done by using a setting called 'Should Non-Responses be considered?' Only campaigns with this field populated will be subject to non-response reactivation. This field must be populated with the member status that the reactivation scenario should use. The member status must be configured in the Campaign Advanced Settings as 'Responded'. |
Configuration Components
Reactivation scenarios have a set of common components. The combination of components available will differ based on the reactivation scenario. The trigger condition that causes a reactivation scenario to activate is unique to each reactivation scenario. Information on specific reactivation scenarios are available on the reactivation detail pages:
- Score Reactivation: Use workflow to monitor score increments trigger a field update on leads or contacts. This field update will be the reactivation event for Score Reactivation.
- Response Prompt Reactivation: Select which response prompt campaigns trigger reactivation of a recent response instead of inserting the response prompt selected.
- Invocable Reactivation: Use the Process Builder to monitor events on tasks, leads or contacts to trigger reactivation for a related record (formerly known as Process Builder Reactivation).
- Active Status Reactivation: Companies in passive mode can use this reactivation scenario to reactivate responses when a lead or contact status is updated from inactive to active.
Common components are listed below:
Enable Application
Description
All reactivation scenarios must be enabled. At the beginning of each reactivation scenario there is the prompt to enable or disable the scenario. For example, below is the screenshot for the Response Prompt Reactivation scenario:
From the main Reactivation Scenarios configuration page you can easily see if a scenario is enabled:
When to use this feature
Enable a reactivation scenarios once all of the configuration is completed and any other supporting processes are built and passed QA. Types of supporting processes that may be required are:
- Creating default campaigns.
- Configuring which Response Prompt campaigns that can trigger activation.
- Updating campaign fields.
- Creating workflow rules or processes to trigger specific reactivation scenarios.
Nuances
It is best practice to stage and test reactivation scenarios in a sandbox before deploying to production.
You can view a summary of the configuration by clicking the arrow
How far back to look for an eligible response?
Description
Reactivation searches for a recent response, or a non-response (depending on the scenario and configuration) to update to the active response. This component allows you to configure the search timeframe in days and minutes back from the time of the reactivation scenario is triggered.
When to use this feature
Use this feature to specify timeframes to search. Blank fields indicate no search timeframe.
Nuances
If you wish to only insert default responses, and the scenario allows you to configure them, leave the search timeframe fields blank.
Should Non-Responses be considered?
Description
Reactivation searches through campaign history for an eligible response to make the active response, if the option to consider Non-Responses is selected then Reactivation will search for both Responses and Non-Responses. In order for a Non-Response to be eligible the campaign field "Default Responded Member Status" must be populated. If selected, the Non-Response will be converted to a Response with using the member status indicated by the "Default Responded Member Status" field.
When to use this feature
Use this feature to convert recent Non-Responses into Active Responses.
Nuances
If a set of both Responses and Non-Responses are found, Reactivation can prioritize Responses or Non-Responses, or evaluate both based on chronological order (most recent first).
Which Response Status values should be considered as eligible for reactivation?
Description
Reactivation searches for a recent response, or a non-response (depending on the scenario and configuration) to update to the active response. This component allows you to specify which Response Status Values should be considered eligible for reactivation.
When to use this feature
Use this feature to identify which responses should potentially become active when reactivation occurs.
Which fields should be set?
Description
After reactivation finds an eligible response, updates can be made to the active response. This component will set Date, Date/Time, and Boolean fields.
When to use this feature
Use this feature to ensure that key fields such as Funnel Checkbox and Funnel Date fields are correctly set when a response is reactivated.
Nuances
This component will overwrite fields that are already set.
Which fields should be set if blank?
Description
After reactivation finds an eligible response, updates can be made to the active response. This component will set Date, Date/Time, and Boolean fields if the fields specified are blank or null.
When to use this feature
Use this feature to ensure that key fields such as Funnel Checkbox and Funnel Date fields are correctly set when a response is reactivated.
Nuances
This component will not overwrite fields if they are already set.
Which fields should be cleared?
Description
After reactivation finds an eligible response, updates can be made to the active response. This component clear fields by setting them to a Null value.
When to use this feature
Use this feature to ensure that fields from previously active responses are cleared when a response is reactivated.
Should Sync on Update be triggered?
Description
After reactivation finds an eligible response, updates can be made to the active response. This component determines if fields configured to "Sync on Update" should be copied to the active campaign member.
When to use this feature
Use this feature to ensure that fields that are intended to be synced to active responses are set during reactivation.
Should Assignment be triggered?
Note: Applies only to score reactivation and invocable reactivation.
Description
After reactivation finds an eligible response, additional actions can be triggered. This component determines if Response Management's Assignment Rules should be triggered.
When to use this feature
Use this feature if records may still need to be assigned when reactivation creates an active response that requires follow-up.
Should Notifications be triggered?
Note: Applies only to score reactivation and invocable reactivation.
Description
After reactivation finds an eligible response, additional actions can be triggered. This component determines if Response Management's Notifications should be triggered.
When to use this feature
Use this feature if the owner of the record should be alerted using Response Management's Notification system.
Which field should be used to trigger score reactivation?
Note: Applies only to score reactivation.
Description
Reactivation triggers when defined fields are changed (from blank/null to a value, or a change in value including changes to blank/null). The application supports any field type but is usually implemented with a number field. Typically the configured field is updated with workflow rules. This setting defined which fields the reactivation scenario should monitor.
When to use this feature
This feature should be used to enable the scenario for leads or contacts.
Nuances
Because the lead and contact fields have distinct fields, you can enable the reactivation scenario for a single object.
Delay before searching for a response
Note: Applies only to score reactivation and invocable reactivation.
Description
This setting defines a time delay before the reactivation scenario reactivates responses or inserts defaults if a response to reactivate is not identified. This time delay is used for cases where an event happens before a campaign may be added from the marketing automation system. For example, a score reactivation scenario may be triggered because a person lands on a form page (website visit score increment) and 10 minutes later they submit a form which adds a campaign member. If there was no time delay, a response would have been reactivated, and possibly a default campaign inserted, but the desired outcome would have been to attribute the engagement to the form submission. The time delay allows the system to wait - and if after that time there is no active response, to then reactivate.
Reference the general reactivation workflow here
Highlight of time delay
A blank or 0 value indicates no time delay before reactivation.
When to use this feature
When you expect a reactivation event to often happen before a campaign member response is added to the system.
Nuances
- It is recommended that you audit your data to determine a good time delay.
- Wait time is scheduled and not exact so a 30 minute wait may execute in 32 minutes.
- If more than one campaign is added during the wait time, the most recent response that is qualified for reactivation will be reactivated.
- If a campaign is added and disqualified during the timeframe reactivation will not take place.
Follow Converted Lead?
Note: Applies only to score reactivation and invocable reactivation.
Description
This setting will apply if the following is true
- A reactivation setting with a time delay is enabled
- The reactivation scenario is triggered on a lead
- During the time delay the lead is converted to a contact
This setting indicates that the reactivation scenario should follow the converted lead and reactivate the contact record.
When to use this feature
If your company is auto-converting leads, or you anticipate lead conversion during the time delay.
Nuances
- The contact would still have to be considered 'qualified' for reactivation to fire. Make sure your data will support this scenario.
If no eligible response is found, should a default campaign be inserted?
Note: Applies only to score reactivation, invocable reactivation, and active status reactivation.
Description
Reactivation can insert a default campaign or a set of default campaigns if there is no eligible response to reactivate.
Some scenarios support inserting default campaigns based on user roles. user role insertion is not supported in the score Reactivation Scenario.
About setting up your default campaigns
The Campaign Id can be 15 or 18 characters. The member Status Value should be configured as a 'Response' in Advance Setup button.
Consider allowing Repeats and the timeframe. Would you insert the default campaign more than once to the same record? If so, allow repeats on the campaign.
How often would you insert the same campaign? Set the Repeat Response Timeout Segments picklist value if it's other than the org-wide Default Timeout.
If you are creating a new timeframe picklist value remember to configure the value in the Response Processing configuration page.
When to use this feature
Use this feature when you when you want the event to track an active funnel even if there isn't campaign history on the record. An active response indicates an engagement that is actionable for sales. You may not want all scenarios to drive a new engagement. For example, should a scoring event that triggers the Score Reactivation scenario be a reason to send a lead to sales even if there isn't a recent campaign? Each company is different on this point so think through what will work in your company.
Nuances
- Different Default Campaigns can be used for different scenarios, use a good campaign name to identify the attribution.
- See the next Section for inserting a single default campaign or role-based default campaigns.
- Plan on rotating these campaigns at least quarterly to minimize data loss from record merges.
Role-Based Default Campaign Configuration
Note: Applies only to active status reactivation and invocable reactivation.
Description
Some scenarios allow you to specify role-based default campaign insertion beyond a default campaign. If you Select Yes, a single default campaign will be used
If No is selected you will be prompted to configure which user roles default campaign insertion is based on and to configure the role-based default campaigns.
First identify how the application will find the User Role
If the reactivation scenario is triggered off a task record, which is supported by the Active Status Reactivation Scenario, define which task User's role should be used for the decision on which default campaign member should be created. default campaign mapping. The code will either reference the User that created the task (CreatedBy), or the Assigned To user (OwnerId).
If the reactivation scenario is triggered off a lead or contact record, define which user's Roole the decision on which default campaign member should be created. The code can reference the following Users:
- Lead or Contact owner's Role
- The Running User's Role
- The Lead or Contact owner's Role, and if the Owner Role is undefined, or in the case of a lead, a lead is Queue owned, next look at the Running Users's Role.
If a defined User Role is not found - you have the option to use a global default campaign default campaign. If you select No below, a default campaign will not be added if the User's Role is not configured.
Next configure the User Roles and default campaigns
For each User Role and campaign set, fill out the form below and click the Insert New User Role button
The User Role Name is the field indicate below - NOT the Role Label.
After Inserting a New role a table will be generated that will display the Role, Campaign Name, Member Status and have a delete button that you can use to remove Roles. A Role can only be listed once. You cannot edit a Role listing; to change the Campaign delete the current listing and create a new entry.
When to use this feature
When you want to be able to use different default campaigns depending on a user's role. For example, you may be using a reactivation scenario to capture outbound sales efforts and want to differentiate sales team outreach campaigns.
Nuances
- You can list the same campaign for multiple roles.
- If a user role is not defined, and there is no global default campaign, a default campaign will not be inserted.
- This configuration may need to be updated when adding new roles, or changing role names.
Does reactivation apply to active leads and contacts without active responses?
Note: Applies only to score reactivation and invocable reactivation.
Description
In Passive or Hybrid mode, a lead or contact may have an active status but no active response. This setting identifies if the reactivation scenario should attempt to associate those records to an active response when triggered. If Yes is selected, only configured status values are subject to reactivation, and each active status value and actions must be configured individually.
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