3 - Reactivating Active Status

Overview

For customers operating in Passive or Hybrid mode, Active Status Reactivation can be configured to activate a previous campaign response or add a default campaign response when the Lead/Contact status is changed from an inactive status to an active status.

Business Value

Active Status Reactivation allows users who are running in Passive or Hybrid Mode to capture engagements when sales reps manually move a lead or contact from inactive to active. This is important because passive users normally do not effectively track sales outbound activities in Passive Mode.

Example Use Case:

Sales reps are configured as passive, but use the Lead/Contact status to indicate funnel progression. The reactivation scenario in this case would reactivate a recent Campaign or insert a default Sales Campaign.

How it Works

Active Status Reactivation Flowchart

This reactivation scenario will work for organizations running in Passive Mode. This trigger detects when the lead or contact status is updated from an inactive value to active value, and there is no active response.

This reactivation scenario supports:

• Time delay for reactivation
• Reactivation of a recent response
• Insertion of a single default campaign response
• Default campaigns based on user role, profile, or other user field

Example: A customer's org is running in Passive Mode and a sales rep moves a lead from 'Nurture' status to 'Working' status. Active Status Reactivation will be triggered and will activate a recent response from the campaign history or insert a default campaign response. Customers operating in Passive Mode often do not have associated campaign responses in which a default campaign will be inserted based on the Running User's (Owner) role.

How to Implement

1. Navigate to Full Circle Configuration page. You can get there in two different ways:

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

Click Configure next to 'Full Circle Response Management' package

2. Click "Configure" under Funnel Metrics Block

3. Click Reactivation.

4. Next to 'Active Status Reactivation' click Edit

5. Select Yes to enable Active Status Reactivation.

Set the number of Days to indicate how far back to look for responses to consider for reactivation. Full Circle recommends looking back no more than 30 days but this number will depend on the business use case which varies from customer to customer.

6. Select the Response Status values that will be considered eligible for reactivation on the left and move them to the right. This should typically include:

• Resolved - Already Engaged
• Resolved - No Action Required
• Any response statuses that indicate a disposition

7. Configure the Default Campaign as shown below.

Note: You can also use different campaigns based on user role, profile, or other user field (see section B).

Copy and paste your Default Campaign's record ID and select Responded. *Note that you will need to create your Default Campaign prior to configuring this section.

*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/profile name (or the specified user value name) and the corresponding campaign id you want to use for each value.

8. Select the fields that should be set if blank. This should typically include all funnel stages and funnel stage dates up to and including your MQL funnel stage.

9. Click Save and Close to save your changes. Congratulations, Response Prompt Reactivation is now configured and enabled. Remember to always test in a sandbox!