Enrolling Contacts into Workflows

      Enrolling Contacts into Workflows

        Article summary

        Contacts can be enrolled into a Workflow in a few ways:

        • Triggered to start based on a specific filter;
        • Enroll an individual Contact from the Lead page;
        • Bulk enroll a list of Leads or Contacts from a Smart View;
        • Enroll an individual Contact as a follow-up to an email thread.

        If bulk enrolling from a Lead Smart view, you will have the option to enroll the first Contact on the Lead or all Contacts on the Lead.

        Modifying individual emails

        At this time, it's impossible to modify the individual emails to particular recipients, for example, to add a personal note to each. For communication steps, all Contacts will receive the same email and SMS templates (steps).

        Enrolling Contacts Individually

        To enroll a Contact from the Lead page, simply hover over the Contact name, select More indicated as (...), and then Enroll in Workflow.

        Unenrolling your Contacts from a Workflow

        You can manually unenroll a Contact from a Workflow by going to the Lead page, expanding the Contact card, selecting More indicated as (...), Manage Workflows, and Unenroll.

        Unenrolling a Contact from a Workflow vs. Pausing the Workflow for that Contact
        When a Contact is unenrolled from a Workflow, it will be like that Contact was never enrolled in said Workflow - the enrollment subscription is deleted. Any metrics related to this subscription will be removed from your database, and you won't be able to resume the Workflow from the last step. Unenrolling allows you to enroll the Contact in the Workflow again, which will be sent from the first step.

        If a Workflow subscription is paused, you can resume the Workflow later if needed. By resuming the Workflow, the Contact will only receive the steps it hadn't received before. Pausing also keeps all the metrics related to the previous steps of the Workflow.

        Enrolling Contacts in Bulk

        To enroll Contacts in bulk, simply build out your search query or select a Smart View and click "Enroll" in the top-right.

        Close will never enroll the same Workflow to the same Contact twice.

        Each contact can be subscribed to a specific Workflow only once (unless you manually unenroll a Contact as shown above). That means if you try to subscribe Contacts in bulk that are already part of the Workflow, Close will ignore that Contact, and they will not receive steps or actions related to that Workflow.

        Automatic email address duplicate detection within the same lead

        In case you have the same email address on multiple contacts within the same Lead, Close will subscribe only the first Contact. This works out-of-the-box without any configuration required. 

        Note: if you have the same email address on multiple Leads, they will receive duplicated email steps if each lead is subscribed.

        Enrolling Contacts as a follow-up to an email

        You have the option to enroll a Contact in a Workflow as a follow-up to an initial, unique email. If your prospect doesn’t reply after a specific time period, they are automatically enrolled in the Workflow of your choice.

        You can set this up the same way you would create a follow-up reminder on an individual email.

        Before sending your email:

        • Check the box to remind you to follow up;
        • Pick a timeframe;
        • Select "enroll in a Workflow" from the drop-down menu;
        • Choose your Workflow and press Send. 

        Any delay that may be set on your first Workflow step will be ignored. The first step of the Workflow will be sent on the day that is selected if the Contact does not respond. 

        For example, if you have a 3-day delay on your first Workflow step and you set a Workflow to be sent out to your Contact after 2 days if they don't respond, then the first step will send in 2 days. The 3-day delay will be ignored. 

        Email Thread

        The follow-up Workflow steps will appear in the same thread as the initial email.