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INFUSIONSOFT User Guide
Infusionsoft, All rights reserved. Version 7 2065 W. Obispo Ave, Suite 103 Gilbert, AZ 85233 Phone 866-800-0004• Fax 480-385-7651 This document may not be reproduced in part or whole without the express written authorization of Infusionsoft. This document is protected by copyright and is distributed under license restricting use, copy, distribution and dispersal.
Introduction Welcome to the Infusionsoft New User Guide! This guide is specifically targeted to assist new users, like yourself, to get your Infusionsoft application up and running quickly and easily. The goal is provide you with the vocabulary and knowledge necessary to guide you through a successful new user experience and get you infused. Keep in mind that if you have any questions or concerns, you can contact our Customer Support team for extra assistance: Online Support-The Fusebox: Quickly and easily submit a case online and get a response email to your technical questions. Log into the Fusebox by selecting “Take me to my support center” from the menu in your application Live Technical Support (Domestic): 1-866-800-0004 x2 Hours of Operation* Monday -Thursday: 6:00 am -5:00 pm Friday: 6:00 am -3:00 pm *All hours are Pacific Standard Time Live Technical Support (International): 480-289-6888 Hours of Operation* Monday -Friday: 6:00 am -9:45 pm *All hours are Pacific Standard Time
Table of Contents Navigation.............................................................................. 1 Welcome Page and Adding New Users .................................................1 New User Setup......................................................................................... 1 Getting Started Checklist...........................................................................2 User Permissions and User Groups ............................................................3 User Groups ............................................................................................... 3 User Permissions and Roles ...................................................................... 4 Default Permission .................................................................................. 11 The Menu Bar.............................................................................................11 My Profile ................................................................................................. 12 User Preferences ..................................................................................... 13 Customize Your Home Page ...................................................................17 My Account ...............................................................................................19 Side Bar.......................................................................................................19 Searching ...................................................................................................20 Administrative Reports..............................................................................21 Scheduled Actions ................................................................................. 22 Usage Dashboard .................................................................................. 23 Logged In Users....................................................................................... 26 Task/Appt/Note Report ......................................................................... 26 People and Companies ...................................................... 29 Add People................................................................................................29 Quick Add Form...................................................................................... 33 Cloning Records ..................................................................................... 33 Edit a Person‟s Data..................................................................................34 Adding Notes to a Person Record ....................................................... 35 Email History............................................................................................. 37 Linked People.......................................................................................... 38 Creating Companies................................................................................38 Converting People to Companies....................................................... 39 Join People and Companies ..................................................................41 Person and Company Settings ...............................................................41 Tasks...................................................................................... 45 Create Tasks...............................................................................................45 Using the Day View...................................................................................47 Set Appointments................................................................................... 47
New Tasks................................................................................................. 48 Recurring Tasks ..........................................................................................49 Task /Appointment Settings.....................................................................50 Templates and E-Mail.......................................................... 53 Send an E-Mail...........................................................................................53 Understanding Opt-In/Opt-Out ..............................................................54 Double Opt-In ......................................................................................... 54 Opt-In Templates .................................................................................... 54 Opt-Out Links/Update Links................................................................... 58 Email Statues and Permission ..................................................................60 Sending E-mail Using Templates .............................................................64 Create a New Template..........................................................................64 Merge Fields...............................................................................................65 Send a Broadcast to Multiple Recipients ..............................................67 Mailing Address Compliance ............................................................... 67 Sending a Broadcast ............................................................................. 69 Other Templates........................................................................................72 Letter Templates ..................................................................................... 72 Fulfillment Lists.......................................................................................... 75 Queued Fulfillment Lists.......................................................................... 77 Task Templates........................................................................................ 79 Completion Scenarios ........................................................................... 81 Appointment Templates........................................................................ 82 Note Templates....................................................................................... 84 Fax and Voice Broadcast Templates .................................................. 85 Template Settings......................................................................................88 Templates ................................................................................................ 88 Email ......................................................................................................... 89 Email Triggers........................................................................................... 90 FaxVoice.................................................................................................. 91 Fulfillment ................................................................................................. 91 Tags and Searching............................................................. 91 Tag Categories..........................................................................................91 Create Tags................................................................................................92 Importing Tags......................................................................................... 93 Tagging People ...................................................................................... 93 Save a Search ...........................................................................................95 Export Records...........................................................................................99 Customizing Infusionsoft.................................................... 102
Custom Fields...........................................................................................102 System Labels...........................................................................................107 Company Files and Documents...........................................................109 Personal Files ......................................................................................... 109 Company Files ...................................................................................... 110 Logos.........................................................................................................110 Dropdown Options .................................................................................111 Person & Company Settings..................................................................112 Merge Field Defaults...............................................................................112 Other Miscellaneous Settings ................................................................113 API and Security.................................................................................... 113 Main Nav ............................................................................................... 114 Infusion Footer....................................................................................... 115 Data Management ............................................................ 118 Import Preparation..................................................................................119 System Configuration........................................................................... 119 Data Preparation.................................................................................. 119 Standard Import......................................................................................120 Field Mapping Considerations............................................................ 120 Dropdown Value Mapping................................................................. 121 Child Tables ........................................................................................... 121 Advanced Options............................................................................... 123 Search Previous Imports....................................................................... 129 Third-party Import Tools ..........................................................................131 Update Records ......................................................................................133 Checking for Duplicates ........................................................................137 Dup Checker......................................................................................... 137 View Duplicates.................................................................................... 137 Auto Merger .......................................................................................... 138 Capture and Convert Leads.................................................................141 Marketing Settings...................................................................................141 Follow-Up Sequence Response Types ............................................... 141 Follow-Up Sequence Schedule .......................................................... 142 Lead Sources ...........................................................................................143 Follow-Up Sequences.............................................................................144 Follow-Up Sequence Steps.................................................................. 144 Follow-Up Sequence Actions.............................................................. 146 Follow-Up Sequence Merge Fields..................................................... 146 Web forms ................................................................................................151
Web Form Checkboxes ....................................................................... 157 Check box options............................................................................... 158 Response Forms (In Application Web Form Use)................................159 Trackable Links.........................................................................................161 Using Images as Trackable Links......................................................... 165 Action Sets................................................................................................169 Conditions on Action Sets ................................................................... 172 Marketing Reports...................................................................................175 Selling Items Online ........................................................... 181 Merchant Accounts................................................................................181 PCI Compliance ................................................................................... 182 Categories/Subcategories and Product Families..............................183 Products....................................................................................................185 Product Images .................................................................................... 187 Digital Delivery ...................................................................................... 189 Software Licenses/Keys........................................................................ 193 Subscription Programs............................................................................193 Order Forms..............................................................................................195 Order Form Shipping ............................................................................ 201 Shopping Cart/Storefront ......................................................................202 Other Settings and Payment Options................................................ 202 Payment Options.................................................................................. 205 Shipping Options for the Shopping Cart ........................................... 208 Weight Based Shipping........................................................................ 209 Order Total Shipping............................................................................. 210 Order Quantity Shipping...................................................................... 211 Per Product Shipping............................................................................ 211 Sales Tax................................................................................................. 212 Order Receipt Settings......................................................................... 213 Pay Plans................................................................................................ 214 Discounts, Trials and Upsells................................................................. 217 Shopping Cart Action Sets .................................................................. 219 Pay Per Click Tracking.......................................................................... 220 PayPal .................................................................................................... 221 Generating a PayPal API Certificate................................................. 222 Shopping Cart Themes ........................................................................ 224 Theme Customization .......................................................................... 224 Customizing Header HTML................................................................... 224 Storefront Layout .................................................................................. 232
Cascading Style Sheets ....................................................................... 234 Mirroring the Website – Tips and Tricks............................................... 234 Generate Links for Shopping Cart Product Bundles........................ 236 Order Settings ..........................................................................................237 Countries................................................................................................ 237 Products and Subscription Programs................................................. 237 Product Options.................................................................................... 237 Billing Options........................................................................................ 237 Credit Card ........................................................................................... 239 Notification............................................................................................ 239 Chargeback Disputes.......................................................................... 239 Fulfillment ............................................................................................... 240 Invoice.................................................................................................... 240 Triggers ................................................................................................... 240 Order Reports...........................................................................................240 Fulfillment Reports ...................................................................................243 Order Processing, Billing and Collections............................................245 Order Handling........................................................................................245 Refunds and Chargebacks ...................................................................250 Chargeback Dispute ........................................................................... 252 Credit Card Handling.............................................................................253 Updating Credit Cards Online............................................................ 256 Payments..................................................................................................260 Manual Payments................................................................................. 260 Automatic Billing................................................................................... 264 Invoices.....................................................................................................265 Opportunity Management ................................................ 267 Sales Pipeline ...........................................................................................267 Create Checklists.................................................................................. 269 Statuses .................................................................................................. 270 View the Pipeline.................................................................................. 271 Sales Triggers............................................................................................272 Opportunities ...........................................................................................273 Overview................................................................................................ 273 Round Robin Assign.............................................................................. 277 Create a new Opportunity ................................................................. 278 Searching for Opportunities................................................................ 282 Product Bundles.................................................................................... 282 Making a Sale..........................................................................................284
Buy Now Link.......................................................................................... 285 Opportunity Follow-Up ...........................................................................287 Sales Settings............................................................................................289 Sales Pipeline......................................................................................... 289 Opportunity ........................................................................................... 290 Win.......................................................................................................... 290 Loss.......................................................................................................... 290 Buy Now................................................................................................. 290 Sales Reports............................................................................................291 Affiliates .............................................................................. 294 Create an Affiliate Program..................................................................295 Parent and Child Relationships........................................................... 295 Understanding Affiliate Commissions...................................................296 Commission Payout Overview: "Levels" and "Pay if Unused".......... 298 Multi-Level Commissions ...................................................................... 299 Using Pay if Unused and Level Commissions Together.................... 300 Override Program Commission........................................................... 301 Affiliate Records ......................................................................................302 Affiliate Settings .......................................................................................307 Affiliate ................................................................................................... 307 Tracking.................................................................................................. 307 Payout.................................................................................................... 308 Affiliate Resources...................................................................................308 Affiliate Emails ....................................................................................... 309 Affiliate Redirects.................................................................................. 310 Affiliate Pages ....................................................................................... 311 Affiliate Banners .................................................................................... 312 Affiliate Resource Center.......................................................................313 Affiliate Home Page............................................................................. 315 Affiliate Reports .......................................................................................317 Affiliate Summary.................................................................................. 317 Affiliate Redirect Activity ..................................................................... 318 Affiliate Referral..................................................................................... 318 Affiliate Payments................................................................................. 318 Affiliate Ledgers .................................................................................... 318 Affiliate Structure .................................................................................. 318 Index..........................................................................................................320
N A V I G A T I N G I N F U S I O N S O F T 1 1 Navigation In this chapter you will review the basic layout and navigate the Infusionsoft desktop as well as user profiles and searching. WelcomePageandAddingNewUsers New Users are directed to the Infusionsoft Welcome Page. They will enter their basic information prior to logging into the system. User options are also available to the user at any time under Setup > My Profile. New User Setup Your business may require additional User Accounts to manage Infusionsoft. Each person who will be using Infusionsoft should have their own User Account. For security reasons, only one person can be logged in at one time for each User Account. Creating separate accounts for each of your users will also help you to manage your business and ensure that the appropriate work is being completed. It also allows you to set individual permission levels for access and management of Infusionsoft data. Log into your application as an Admin user. Hover over Setup on the main navigation and select Users. Click the Add Users button and enter in the first name and the email address, and decide whether or not the user is an Admin as well. An email is generated and sent to the new user. When the user clicks the link in the email, he or she will be brought to the Welcome page. T O P I C S  Welcome Page/Add Users  Getting Started Checklist  User Permission and Groups  User Profile  The Menu Bar  My Account  The Side Bar  The Search Bar  Administrative Reports 
N A V I G A T I N G I N F U S I O N S O F T 2 The new user adds basic information, such as: last name, phone number, user name and password (Later, access these options (including your password) through Setup > My Profile). We recommend watching the video on the next page, but optionally your user may skip the video and start customizing their home page. After completing the Welcome screens, the user will be automatically logged into Infusionsoft. GettingStartedChecklist If you are a brand new Infusionsoft user, you will find the Getting Started Checklist an extremely helpful road map to get your Infusionsoft application setup. When you log into Infusionsoft, you will notice an "Infused Meter" that tracks your progress through the entire process.
N A V I G A T I N G I N F U S I O N S O F T 3 To enable or disable the checklist in your Infusionsoft application, follow these steps: 1. Hover over Setup and select Misc Settings. 2. Within Application Settings, click on the Miscellaneous tab. 3. To hide the checklist, simply check the box. To enable it, uncheck the box. Click the corresponding link to visit the checklist. Once all steps are completed, a green check will appear and you will see further progress on the Infused Meter. UserPermissionsandUserGroups You can control which modules of the software your users see and create individual settings for each person. Create custom groups that will allow you to control the sharing of contacts and whether or not a particular group will have read/write access or read- only. User Groups By creating user groups (sometimes referred to as a “team”) within Infusionsoft, you can grant access to a supervisor to oversee those under him or her. An example of this would be to create a sales team with a sales manager over the team members. The sales manager would be able to view the leads of his sales associates but he would not be able to see leads of other sales teams. Create a User Group 1. Move your cursor over Setup and click Misc. Settings. 2. Select User Settings to the left and click the Teams tab. 3. Click the Teams tab, located at the top. 4. Click the Create Team button, located along the upper-right corner. 5. A pop-up window will appear, enter the desired name for the team in the Team Name field. 6. Under the Managers section, highlight the user you want to be mapped and click the mapping button.
N A V I G A T I N G I N F U S I O N S O F T 4 7. Under the User section, highlight the users you want to be members of the team and click the mapping button. 8. Click the Save button, located in the center. User Permissions and Roles When setting up users you will want to consider the role that each user will fill in your business. Some users may be sales associates; others may manage the sales associates, while others may manage the marketing efforts or product sales. It may even be that there are users that fill multiple roles or one user that fills all the roles. Infusionsoft defines these roles as User Groups. For instance, a Product Sales Manager will need different tools than a Sales Associate, and a Marketing Manager will need different tools than a Sales Manager. Adding each user to the user group that corresponds to their role will grant the user access to the tools that are needed to fulfill their business role. User Groups determine which areas your users will be able to access. If you want to specify user permissions, click the Edit User Permissions button. The role that the user fills will determine the user group to which he/she should be added. A list of available user groups and their general descriptions are listed below which will to help you determine which users should be added to which user groups.
N A V I G A T I N G I N F U S I O N S O F T 5 Sales Rep The Sales Rep user group is for any user to whom leads will be assigned. Users in the Sales Rep user group will have access to the Today section and the My Settings section of Infusionsoft only. Sales Reps are able work with lead records and to move them through sales stages. Sales Manager The Sales Manager user group is for the user(s) that will be responsible for managing the company sales stages and monitoring the prospect conversion ratios of the sales reps. Users in the Sales Manager user group will have access to the Sales Force Management section. Sales Managers can modify sales stages and statuses, set up round robin lead assignments and view sales conversion reports. Marketing Manager The Marketing Manager user group is for the user(s) that will be responsible for managing the company's marketing efforts. Users in the Marketing Manager user group have access to the Marketing Management section of Infusionsoft and are able to create and modify campaigns, review the status of campaign steps and batch emails, create and edit marketing Web Forms and manage opt-out forms and trackable links. Accounting & Order Manager The Accounting and Order Manager User groups are for user(s) that will manage the company's products, continuity programs and e-Commerce efforts. Users in the Accounting & Order Manager user groups will have access to the Order Management section of Infusionsoft and will be able to set up and modify product information, continuity program information and merchant account information. Accounting & Order Managers will also be able to set up and modify online Order Forms and view accounting reports. Accounting & Order Manager The Accounting and Order Manager user groups are for user(s) that will manage the company's products, continuity programs and e-Commerce efforts. Users in the Accounting & Order Manager user groups will have access to the Order
N A V I G A T I N G I N F U S I O N S O F T 6 Management section of Infusionsoft and will be able to set up and modify product information, continuity program information and merchant account information. Accounting & Order Managers will also be able to set up and modify online Order Forms and view accounting reports. Admin The Admin user group is for the user(s) that are responsible for the administration of Infusionsoft. Users in the Admin user group will have access to all of the sections within their application. Administrators can add, modify, or remove users, user information or user permissions. Administrators can also import data, configure advanced settings and view all reports. We recommend that admin access should be issued sparingly. User Permissions-A Closer Look Each user in your Infusionsoft application will have access to selected modules and functionality. You may restrict each user's access by adding and removing them from user groups, or you can specifically narrow down their access even further. Some common questions around permissions are: Will your employees be able to delete opportunities/and or people? Can they see tasks other than their own? Are they able to only view the people assigned to them? What does "Rollback Imports" mean? Why do I see "unassigned" in many of the user drop-down options? Why can I add people but not delete them? How do I share my calendar with my assistant? Let’s take a look at each section in User Permissions: 1. Hover over Setup and select My Profile. 2. Click Edit User Permissions to the right of the Save button. Build it!
N A V I G A T I N G I N F U S I O N S O F T 7 3. Notice the several drop-down options. Set them to either Yes, No, Edit, View and/or None. The settings on the right are the Default Permissions. Under the General tab, you will find Application permissions and Reporting permissions. Can edit Misc Settings -Selecting Yes will be allow a user to access all Miscellaneous settings within the Setup menu. Can import records -Allow your users to import contacts into Infusionsoft by selecting Yes. Can rollback imports -By giving access to rollback imports, you allow your users to "undo" an import and delete all contacts associated with it. Can dup check and merge records-By default, if a user has the ability to import records, the ability to check and merge duplicate records will also be enabled. Can export lists -Each search or report result will allow you to perform a set of actions. Exporting is one of those actions. If you do not wish for your employees to export their contacts out of Infusionsoft, set this to No. Can apply/remove Tags -If you want users to create Tags, set this permission to Yes. Can see other users -Selecting Yes will allow the user to see other users (This permission is tied to the View Calendars permission in the Calendar tab). Can view company files -Allow users to share files by giving them access to Company Files, which can be accessed from the Side Bar. Can delete company files -Allow users to delete shared company files by selecting Yes. Can see app account management page -Allowing a user who access to this feature will turn on the "My Account" link located to the right of their name. This link is located at the top of the page, in the navigation menu.
N A V I G A T I N G I N F U S I O N S O F T 8 Can send broadcasts -If your users need to send broadcasts, make sure this permission is set to Yes. Each option in the Reports section has a Yes or No choice. Each section of reporting can be hidden or made available to all users. Within the Calendar tab, you can set permissions for Action Sets and allow access to view other users' calendars: Can search, add/delete -Allow users to create Action Sets, search for them and/or delete them. All records -Give users ability to edit actions or simply view them. Can assign tasks -Do you want users to be able to assign tasks to others? Select Yes if you do. Unassigned Records - Allow users to view tasks that are assigned to them only (None) or to have the ability to see and edit all. To ensure that users can only see tasks assigned to them, select None. Viewing Calendars -Highlight the user(s) to have access to their individual calendar. You must also have Can see other users in the General tab set to Yes in order for this to work. In the People tab, setup permissions for People and Company records. People Can search, add/delete -Allow users to create Person records, as well as search and/or delete them. All records -Give users the ability to edit Person records. Unassigned Records -Allow users to view Person records that are assigned to them only (None) or to have the ability to see and edit all. To ensure that users can only see people assigned to them, select None. Can re-assign -Allow the ability to reassign People records to other users. Can use note templates -Note templates are used to create shortcuts when adding notes to a Person record. If do not want any of your users to create these in Infusionsoft, select No. Can change lead source -Allow users to assign a different lead source to People records. Company Can search, add/delete -Allow users to create Company records, as well as search and/or delete them. All records -Give users the ability to edit Company records.
N A V I G A T I N G I N F U S I O N S O F T 9 Unassigned records -This does NOT apply to company records and can be disregarded. In the Marketing Tab, setup permissions for follow-up sequences, web forms and lead sources. Follow-Up Sequence Can Search, add/delete -Give users the ability to search, add or delete follow-up sequences. All Records -Give users the ability to edit, or view follow-up sequences. Can add/remove from Follow-Up Sequence -Users can or cannot add people into or remove from follow-up sequences. Can override Follow-Up Sequence response defaults -This setting applies to the Track Response feature within a person's record. If you are tracking a response in a follow-up sequence, you can add the person into another sequence and make any changes. Restrict this be selecting No. Web Form Can Search, add/delete -Give users the ability to search, add or delete web forms. All Records -Give users the ability to edit, or view web forms. Lead Source Can Search, add/delete -Give users the ability to search, add or delete lead sources. All Records -Give users the ability to edit, or view lead sources. In the Opportunities tab, setup permissions for Opportunity records. Can Search, add/delete -Give users the ability to search, add or delete Opportunity records. All Records -Give users the ability to edit, or view opportunities. Unassigned Records -Allow users to view Opportunity records that are assigned to them only (None) or to have the ability to see and edit all. To ensure that users can only see opportunities assigned to them, select None. Can re-assign -Allow the ability to reassign Opportunity records to other users. Can see tab -When opening up a Person record, the tabs that appear on the bottom half include one for Opportunities. You can hide this tab for each user by selecting No. Can create multiple active leads -If a person in Infusionsoft has an active lead,
N A V I G A T I N G I N F U S I O N S O F T 10 Can edit closed leads -If an opportunity record has been closed, a user can still edit that record. Select No to prevent this from occurring. For the Ecommerce tab setup permissions for the Shopping Cart, Order Forms, Products and Subscriptions. Product Can Search, add/delete -Give users the ability to search, add or delete Products. All Records -Give users the ability to edit, or view products. Unassigned Records -Does not apply to products and can be disregarded. Can use Digital Product Merge fields -Allow users to insert Digital Product links into emails. Can see encrypted Digital Product keys -Allow users to view the actual keys associated with. Subscription Program Can Search, add/delete -Give users the ability to search, add or delete Subscriptions. All Records -Give users the ability to edit, or view subscriptions. Shopping Cart Give users the ability to setup and maintain the shopping cart. Order Form Can Search, add/delete -Give users the ability to search, add or delete Order Forms. All Records -Give users the ability to edit, or view Order Forms. In the Accounting tab, setup permissions for users to process payments, charge credit cards and add orders. Accounting Can charge credit cards -Allow users to run credit cards, via a merchant account. Can edit credit cards -Allow users to edit credit cards within a person's record. They can delete, add or change the card.
N A V I G A T I N G I N F U S I O N S O F T 11 Invoice Can send -Allow users to email invoices to customers. Can see account summary -By selecting Yes, you are allowing the account summary to be viewed in a person's record. Order Can Search, add/delete -Give users the ability to search, add or delete orders. All Records -Give users the ability to edit, or view orders. Unassigned Records -Does not apply to orders and can be disregarded. Can see tab -When opening up a Person record, the tabs that appear on the bottom half include one for Orders. You can hide this tab for each user by selecting No. Subscription Can Search, add/delete -Give users the ability to search, add or delete subscription orders. All Records -Give users the ability to edit, or view subscription orders. In the Users tab setup permissions that pertain to users having the ability to add other user accounts. Can Search, add/delete -Give users the ability to search, add or delete user accounts. All Records -Give users the ability to edit, or view user accounts. Default Permission When managing the permissions of the users within Infusionsoft you may want to create Default Permissions that will apply to all users. Most likely there is certain information in which you would like either restricted or allowed for all or most of your users. In this case, you would edit the Default Permission. It is important to note that User Permissions always override Default Permissions. TheMenuBar The Infusionsoft screen is divided up into four primary areas: Menu Bar Side Bar Search Bar Detail Area
N A V I G A T I N G I N F U S I O N S O F T 12 The Menu Bar is used to find data and drive all activity within Infusionsoft. Users will only see menu items that they have access to. This is controlled by the Administrator through User Permissions and User Groups. Home – Manage your Calendar, Tasks and Opportunities People – Add or look up a Person, add a note or send an email Companies – Add or lookup a Company Affiliate – Add or lookup an Affiliate (Must have Deluxe or Pro Edition) Opportunities – Add or lookup and Opportunity Orders –Add a new order or locate an existing one Reports– Access to various reports such as Sales, Marketing and Administrative Setup – Access profile settings, templates, forms, products, etc. My Profile The My Profile menu allows the user to change his or her password, update phone numbers, e-mail, addresses and control preferences. Passwords are required to meet the following minimums: 7 characters Menu Bar Side Bar Search Bar Detail Area
N A V I G A T I N G I N F U S I O N S O F T 13 Letters and numbers 1 upper case letter User Preferences You can choose between three different views for your user home screen. You have three choices, the Day View, the Agenda View, and the Customizable Home page. Each home view will allow you to choose your preference for viewing your opportunities, saved searches, etc. If you have purchased your Infusionsoft application AFTER August 4, 2009, then you will ONLY have access to view the Customizable Home page. Home Page Options: Day View, Agenda View and the Customizable Home Page In the Day View, you will be able to see the calendar and your day planner for appointments scheduled for that day. You will also be able to see any Tasks or Marketing Jobs that are assigned to you. Day View is the default view for Infusionsoft users. In the Agenda View you will be able to see the appointments listed that you have for the day, but the calendar will not appear on that page. You will also be able to see any tasks and marketing jobs that are assigned to you, as well as lead that you need to follow up with. In addition, you will be able to see all of the favorite links and reports under the My Reports tab. With the Customizable Home page, you can drag and drop different boxes of information, and choose your content. For instance, you can create a box that will show you your favorite saved searches, and important email stats. Another box will display your fulfillment jobs, and another shows your appointments. Change the layout of your page as well. For more information read on. Other Preferences 1. Username: This must be filled out for a user to be able to log into Infusionsoft. 2. Password: Required field to secure user accounts. 3. Time Zone: Preferred Time Zone, Infusionsoft defaults to Eastern Standard Time (EST). 4. Default Home View: Allow the user to configure their home page in Infusionsoft. There are three views, the Day View, Agenda View and the Customizable Home View. (Note: If you have purchased Infusionsoft after August 4, 2009 you will only
N A V I G A T I N G I N F U S I O N S O F T 14 see the Customizable Home view, and this option will not appear in your application). 5. Default Tab on Contact Second Row: Allows the user to select a default tab on the bottom half of the contact record. For instance, if a user only needs the orders of a particular contact, then the default tab would be set to Orders. When the user then looks up any contact record, they will see the orders displayed by default on the bottom half of the record. (If there is nothing selected in this field, then the default tab will be “Tasks”.) 6. Default Search Type: This field will select a default search type. This affects the search box that is located at the top right hand corner of the screen. By default, the drop-down is set to search for contacts, but by changing the default search dropdown within this field in the user record, you can change this to search for tasks, orders, leads, etc. 7. Default Start Page: This field will set the default home page to another location in the software other than the Day/Agenda View. For instance, if you wish to see a report or favorite search, you can set this here.
N A V I G A T I N G I N F U S I O N S O F T 15 8. Signature at Top of Reply: Setting this to Yes will add the email signature to the top of a reply email. If you are using the email client built into Infusionsoft, then you will need to set this. The standard is to include the e-mail signature below the entire message. 9. Click to Open & Close Side Panel: The side panel on the left hand side of the screen contains links to tasks, the calendar, mail box, company/user files and favorite links. By default, the side bar will open as soon as the mouse pointer hovers over it. You can disable this by selecting Yes. The side panel will then only open if it is clicked upon. 10. Default Calendar View: Set your calendar to display the current day, week or month. 11. Default Start/End Hour: Set the hour your day begins and ends. 12. Time Zone/Daylight: Set your time zone and select Yes if you observe Daylight Savings Time. Adding an Email Account To receive email through Infusionsoft you will need to set up your email account first. In order for you to set up your email account, your email provider must offer POP access. POP is a different mail protocol than IMAP, so be sure to inquire about POP access with your e-mail provider. SSL technology is also offered, allowing you to use GMAIL and Microsoft Exchange accounts. Build it!
N A V I G A T I N G I N F U S I O N S O F T 16 POP mail access requires you to supply a username, password and hostname. If you do not know this information, contact your email provider for further assistance. 1. On the menu bar, click Setup. 2. Click My Profile. 3. Click on the Mail Accounts tab located at the bottom of the page. 4. Click the Add New POP Account button. 5. Enter the following information: Name - This is the name of the e-mail account. This is only cosmetic and does not affect the operation of the e-mail feature. People Who Will Use this Account - Select any other user who might need to have access. Username - Username for your POP account. Typically, this is your e-mail address. Password - Password for your POP account. (This is not your Infusionsoft password.) Host - The hostname (address) of your POP mail server. Typically, this may take the form of pop.domain.com or pop3.domain.com. Port - The incoming mail port of the POP mail server. The default is 110 but may vary with providers. Use SSL - If you have a Gmail or Microsoft Exchange account, select Yes. How Long to Leave Messages on Server - If you desire messages to be removed from your email server when accessing mail, you can adjust the expiration date. 6. Click Save.
N A V I G A T I N G I N F U S I O N S O F T 17 CustomizeYourHomePage If you prefer not to use the Day or Agenda view, you can customize your home page by adding saved searches, reports, important email stats and more. Each section on the home page contains tidbits of information from various reports and searches. During setup, you'll notice an empty page with a single video. Watch the short instructional video to get started. Here are the different tidbits of information you can have on your homepage: Email Stats will show you the number of emails sent out, opened rates, spam complaints, etc. You may see results from today, the past seven days or the past thirty days. In addition you may obtain emails stats from the last five broadcasts sent. Information in this section originates from the Email Batch Status report, as well as the Email Broadcast Conversion report. Appointments will show you information from the calendar for the current date. Search future appointments as well. Fulfillment Jobs will display any current letter processing or queued fulfillment jobs assigned to you. Q U I C K T I P Information is updated within each box automatically every 15 minutes. If you need to update the information sooner, simply click the refresh link.
N A V I G A T I N G I N F U S I O N S O F T 18 Using Little Box O' Stats will allow you to see data from any saved search or report. See full results of your saved search or report from the Saved Search box. The first 20 results will display. The Activity Feed will show you who has recently opened an email, clicked a link, double opted-in, opted-out, reported spam, and/or filled out a web form. At any time you may change the layout of the home page. Find out which layout works best for you by clicking on Change your home page layout.
N A V I G A T I N G I N F U S I O N S O F T 19 MyAccount Access your Infusionsoft account to see email and contact thresholds and limits, see your next billing date, upgrade to a dedicated email deliverability package and add additional users. Only users with admin privileges are able to view this information. Information you will find: Your Next Billing Date and application type (Pro, Deluxe, etc) Your Current Usage Stats Option to purchase additional licenses or upgrade to a dedicated IP address for increased email deliverability Add the Outlook plug-in SideBar The Side Bar is a collapsible section of the system that allows the user to access Tools, Recently Viewed items and Favorite links. Tools –Email, Calendar, Fields and Tasks Recently Viewed –List of the recently viewed People, Companies and Opportunities My Favorites –Create quick links to common searches or websites Adding a Favorite Link Customize the links under the Side Bar to easily access an external website. 1. Click on the Side Bar. 2. Click the Manage hyperlink next to My Favorites. 3. Click on the Add New Link button. 4. Enter the following data: Link Category (Other): Type in a name for the category or select one from the drop-down (this is the category that will appear on the Side Bar Website URL: The URL of the site Name: Name of the link Open in: New Window is suggested if you link to an external site Create Link For: Decide which users to share the link with Build it! Q U I C K T I P Type an asterisk * behind the Category Link to create an expandable tree.
N A V I G A T I N G I N F U S I O N S O F T 20 5. Click Save. 6. Test the link. Add a file to the system using the Side Bar. 1. Click on the Side Bar. 2. Click on Files. 3. Click on Files. 4. Browse to a file on your computer and click Attach. 5. That file will now be accessible from Side Bar > My Files section of the system. Searching There are several ways to search for data in Infusionsoft. Search for any item using the Menu Bar or do a quick search from the Search Bar. The Menu bar allows you to Add or Find People, Companies, Opportunities or Orders. The Search Bar in the upper right corner of the screen provides an easy way to quickly search for a Person, Company, Task (Contact Action), Order, or Opportunity. Click the magnifying glass to change the look up option.
N A V I G A T I N G I N F U S I O N S O F T 21 Searching for People 1. Use the Search Bar to find a Person (the system defaults to Person). 2. Type the first two letters of the first and last name in the Search Bar. 3. Click the Go button. 4. Type part of the first and last name in the Search Bar and click Go. 5. View the record. 6. Type *(space) d in the Search Bar and click Go. This will bring up everyone with a last name beginning with “D”. 7. View the Results. AdministrativeReports Administrative reports allow for better visibility into the day-to-day usage of your Infusionsoft application. With Administrative reports you may: See the number of users logged in View the number of leads submitted via web forms Search for completed and pending tasks View the number of people active in follow-up sequences To see all of the Administrative reports, hover over Reports, then select Administrative Reports. Here is what you will find: Scheduled Actions Usage Dashboard Logged in Users Task Search Q U I C K T I P Ctrl + Q to quickly access the Search bar.
N A V I G A T I N G I N F U S I O N S O F T 22 Scheduled Actions Scheduled Actions allow you to manage the actions that are occurring in Infusionsoft. As actions queue up, you can change the order they run, enabling you to better prioritize activity. Here is a breakdown of the different sections on this page: Scheduling: Infusionsoft assigns each action a level number: 1, 2 or 3. Then the action is assigned a priority of 1, 2 or 3. If any actions that are pending have the same level, then the order the action runs is dependent upon the priority. If the level and priority are the same, then the actions will run in the order that they are created. Current Action: This section will display all actions that are currently running through Infusionsoft. You can see from the image above, there are specific details about the action, as well as a visual status bar. You can cancel the current action if you decide that it no longer needs to run, or you can stop it. Recent Actions: Previous actions can be seen in this section. You can see activity for different users in the system and you can also check for any errors.
N A V I G A T I N G I N F U S I O N S O F T 23 Queued Actions: All actions that are to be processed are listed in this section. They are held in "queue". You can change the order and priority of the actions in queued status by clicking on the drop down for Level and Priority. Usage Dashboard Within the usage dashboard you will be able to see reporting on the following: amount of user logins within a certain time period number of leads generated per web form people in a certain follow-up sequence number of orders placed per product or subscriptions number of sent emails Users In the Users section of the dashboard, you will be able to see all of the activity of each of your individual users. For example, you can see how many time they logged into the software how many contacts they've created or updated, as well as how many notes and tasks they've completed. You can also edit the criteria of this search and set the date range of this report by clicking on the Edit Criteria/Columns link above your results section. To restart your search with new criteria click on the Start over link.
N A V I G A T I N G I N F U S I O N S O F T 24 Internet Leads In the Internet leads section of the user dashboard, you will be able to see all of the activity of each of your individual web forms. For example, you can see how many new leads (unique visitors) were entered into Infusionsoft or how many times a form was submitted regardless of whether a new record was created or not (Total times the form has been filled out, including duplicates). To sort by the number of New Leads or Submissions, click on the column header for New Leads or Submissions. You can also edit the criteria of this search and set the date range of this report by clicking on the Edit Criteria/Columns link above your results section. To restart your search with new criteria click on the Start over link. Follow-Up Sequences In the follow-up sequences section of the user dashboard, you will be able to see all of the activity of each of your individual follow-up sequences. For example, you can see how many people were added into a certain follow-up sequence, how many people have completed a sequence or how many people are active within that sequence. You can edit the criteria of this search and set the date range of this report by clicking on the Edit Criteria/Columns link above your results section. To restart your search with new criteria click on the Start over link.
N A V I G A T I N G I N F U S I O N S O F T 25 Orders In the orders section of the user dashboard, you will be able to see all of the activity of each of your products and subscription programs. For example, you can see the total number sold of each product or subscription and how much revenue has been generated. To sort by the number of Amount Sold or Cancellations, click on the column header for Amount Sold or Cancellations. You can also edit the criteria of this search and set the date range of this report by clicking on the Edit Criteria/Columns link above your results section. To restart your search with new criteria click on the Start over link. Email In the email section of the user dashboard, you will be able to see all of the email activity within Infusionsoft. For example, you can see how many emails were sent to a single person, in a broadcast, total sent and what your email threshold is. You can edit the criteria of this search and set the date range of this report by clicking on the Edit Criteria/Columns link above your results section. To restart your search with new criteria click on the Start over link.
N A V I G A T I N G I N F U S I O N S O F T 26 Logged In Users The logged in users report will allow you to see each of the users that are currently logged in, and see certain information about their login session. Within the logged in users report you can see the following information: Time Logged In- the last time this user logged into the application Timeout- how long the user can be in the software without moving from page to page Idle Time- Will show the amount of time that a user has been logged in but not running any actions, adding contacts, or updating any information IP Address- the IP Address from the computer the user is logging in from. Force Logout- allows you to force a user out of the software. Task/Appt/Note Report Use the pending tasks report to show you all of the pending tasks you and other users have yet to complete within Infusionsoft. You can search for a task by looking up a user's first or last name or search for all of the pending tasks within a given date range. To run the pending tasks search, put in the criteria for your desired search, and click the Search button.
N A V I G A T I N G I N F U S I O N S O F T 27 After clicking the search button, all appropriate tasks will be listed based on your given criteria. To go to the person record for the task click on the name in the contact column. To see the actual task details click on the link in the title column for the task you wish to see.
N A V I G A T I N G I N F U S I O N S O F T 28 Notes
P E O P L E A N D C O M P A N I E S 29 2 PeopleandCompanies In this chapter you will review the concepts of People and Companies, add People to Infusionsoft, and add People with Company links and attributes. People represent the individuals that you work with, market to and hope to cultivate into customers. People can be prospects, clients, vendors, competitors or personal contacts. Companies are created to display historic data, opportunities and orders for multiple People all working together at the same organization. You may decide to add the Company name just as an attribute of the Person‟s record, or you might want to create a Company entity to track multiple items about the organization as a whole. AddPeople People can be added to your Infusionsoft application in a variety of ways. Add a Person from the Menu Bar Add People using the import tools in Infusionsoft Allow People to add their own information by registering on Infusionsoft web forms posted on your website In order to take advantage of all that Infusionsoft has to offer, most people are immediately ‘tagged’ and placed into active Follow-Up Sequences once they are entered into the system, whether they have a related Company or not. Manually Add a Person 1. Click the People tab on the Menu Bar. 2. Select Add a Person. . . 3. Enter in their name (must have first and last name entered), email, address, phone number and other pertinent information. 4. Click the Save button. T O P I C S  Add People  Edit APerson‟s Data  Create Companies Join People and Companies People and Company Settings  Build it!
D E S I G N C U S T O M I Z A T I O N 33 Quick Add Form Use the Quick Add drop-down to capture only the most important information and then select an action set. Action sets comprise a series of actions that are pre- configured will be discussed in a later chapter. Cloning Records You may create a new record by cloning an existing one. This will easily allow you to add a new person while inside another record. For example, if you would like to quickly add a new person that belongs to the same company or account as the record you are viewing, you can easily do this by cloning. 1. Search for a person in your application. 2. When you are in the record, locate the Clone button to the right of the Delete button.
P E O P L E A N D C O M P A N I E S 34 3. Click Clone and you will see a dialog box that will warn you to save any changes to the existing record. 4. The record has not been cloned. You can make your necessary changes, then save the new contact record. EditaPerson’sData At any point in time, you can return to a person to add more information or edit existing data. Using the top set of tabs within the person‟s record, Infusionsoft allows you to track additional addresses, detailed information, general notes, and more for every person. The lower set of tabs remains constant regardless of the tab selected at the top. The lower set of tabs shows on-going activity for: Tasks – Scheduled and completed tasks, e-mail history Follow-Up Sequences – Assigned workflow/processes or series of emails, faxes, voice broadcasts, etc Opportunities – Potential sales opportunities Orders – Successful and failed order transactions
P E O P L E A N D C O M P A N I E S 35 As orders come in, tasks are completed and follow-up sequences progress, the data is automatically updated within the lower tab set. Update a record 1. Search for a person in the Search Bar. 2. View the record. 3. Enter the following information:  Job Title  Mobile Phone  Website 4. Click the Additional Info tab and make the following changes:  Birthday  Spouse Name  Nickname  Phone3 5. Click Save to save your changes. Adding Notes to a Person Record Infusionsoft allows you to record your phone conversations, or any other in-person interaction by using date-stamped notes contained within the Person record. Exercise 1. Find a person. 2. Locate the Tasks tab on the bottom half of the record. 3. Notice the Notes section, click Add Note. Build it! Q U I C K T I P Click the Save button before moving to another tab to save new information added. Build it!
P E O P L E A N D C O M P A N I E S 36 4. In the Note Info section, the contact's name and email are displayed. 5. Select a template from the drop-down if necessary. To create a template, you will need to create a Note Template in the Template Library. This will be discussed in chapter 4. 6. Select the type of note: call, email, appointment, fax. letter or other. You can customize your task types in Task Settings located within Misc Settings. 7. Enter the subject of the task, and all applicable notes. 8. By default the task will be assigned to you unless you select someone else from the drop-down. You may also notify another user or yourself once this note has been filled out. 9. Click Save (or Save & Add Another Note to add a second, third note etc) and your note will now be listed.
P E O P L E A N D C O M P A N I E S 37 These notes cannot be deleted, but you can open them up and modify, if necessary. Another way to add a note: 1. Hover over People at the top of the main navigation. 2. Select Add a Note. 3. In the Note Info section, type in the name of the person you wish to add the note for, then click Search. 4. A list of close matches will display, if there are more than one. Click on the name of the person under the Use This Person column (If there are no matches, you will not have to select the person's name, it will be selected for you). In the Note Info section you will see the person you selected. Email History One of the major benefits of using Infusionsoft to send and receive email is the ability to automatically record an email history within a person's record. Each time you send or receive email from an existing record, the email and any details are recorded in the email history section of the record. This ability will assist you in managing your contact relationships and providing them with the marketing and resources they need so that you can continue to develop your relationship with them.
P E O P L E A N D C O M P A N I E S 38 Linked People The Linked People tab allows you to track special relationships between contacts. These relationships can be personal such as friends, relatives and acquaintances. Or the relationships can be professional in nature, such as a client, vendor, attorney, consultant, or business partner. Link a person 1. Find a person in the system. 2. Click the Linked People tab. 3. Type in the name of the person and click Search. 4. Click Use This Person to link to the record. 5. Choose the Type of Link. If there is no link set, then click on Manage Link Types to add your link type. 6. Find the person in the search results and click their name. 7. Click the Save Link button. CreatingCompanies Companies allow multiple people to be tracked as a company unit. Use companies to track history, opportunities, and orders, at the business level. People can be converted to Companies Companies must be linked to at least one Person record Multiple people can be linked to the same Companies Build it!
P E O P L E A N D C O M P A N I E S 39 People can be added or linked at any time to a Company Companies are not separate record entities You may create a Company record during import Add a Company 1. From the menu bar, choose Companies > Add a Company. 2. Enter at least the name of the Company. 3. Click the Save and Add a Person to this Company button. 4. View the new Company record. 5. Familiarize yourself with the People, Tag and Other tabs. Use the People Tab to add more people to this company. Converting People to Companies It‟s easy to generate Companies from existing People records. When viewing an existing person, select Convert To Company in the Select an Action drop-down. This tool is most useful for single contacts that have grown into a larger customer account. Covert a Person to a Company 1. Find a person in the system that has their company name populated in the Company field. 2. From the Select an Action drop down on the person record, select the Add a Company for this Person option. Build it! Build it!
P E O P L E A N D C O M P A N I E S 40 3. Note that the Company name has changed to a hyperlink. Click the hyperlink to view the Company record. 4. Click the People tab to view the record under the company. 5. Click the Add Company Person button to assign another person. 6. Enter the following information:  First Name  Last Name  Job Title  Email 7. Click the Save and View Company button to view the company record. 8. Click the Save and Add a Person to this Company button.
P E O P L E A N D C O M P A N I E S 41 JoinPeopleandCompanies New and existing people can be added to Companies at any point in time. From the person‟s record, choose the Search option to find the Company name and create a link. Or go to the People tab for the Company and add the person there. Add a Person to a Company Record 1. Click the Add Company Person button on the People tab. 2. Enter at least the First and Last Name. 3. Click the Save and View Company button. 4. Click back to the Person tab and notice the new person added. PersonandCompanySettings Within Person and Company Settings, you will be able to customize the drop-down fields for the Person and Company records and set default fields for the Quick- Add-New Person form. You will also be able set up categories for all of the tags in your application. Here are the different settings for People and Companies: Company Minimum Account # Length - Every time that you create a company within Infusionsoft, a unique number is assigned. You may set the minimum length of this number in this field. People Drop-down types and Address Labels - Each Person record contains drop-down fields and address labels. Use the boxes provided in this section to customize the options in those drop-down fields. You have the option to customize: 1. People Types -Enter in the different types of people that you deal with on a daily basis. 2. Titles - Type in the appropriate titles used to address people of different marital statuses. Build it!
P E O P L E A N D C O M P A N I E S 42 3. Suffixes - Type in the common suffixes, i.e. Jr, PhD, etc. 4. Phone/Fax Types - Type in the different phone and fax types (business, home, Cell, Mobile, etc) 5. Address Labels - Type in the labels for address 1, 2 and 3. Client Login Disable Contact Edit in Client Login? - Your Infusionsoft application contains a Client Login that allows your customers to log in and edit basic info. If you use the Shopping Cart, the look and feel you have set for your cart will apply to the Client Login page as well. If you select Yes, your customers will not be able to edit or add upon login. To access your client log in page: https://yourappname.infusionsoft.com/ClientLogin Adding People Default Add-New-Person Form - You are able to manually add a person into Infusionsoft by way of the Quick-Add-New Person form, or a Response form. You can select a default method by choosing an option from this drop-down. The list consists of all Response Forms, as well as the Standard and Quick form. Quick-Add Fields - If you use the Quick Add form, highlight the most needed field. You may want to capture name, address, email and phone. Company name may not be relevant, so you can pick and choose what information is most important. To highlight multiple fields hold the Ctrl button and click on your fields. Tag Categories Create categories for the different tags that you use within Infusionsoft. It is a good idea to use categories if you have many tags to keep everything organized.
P E O P L E A N D C O M P A N I E S 43 Notes
T A S K S 45 3 Tasks In this chapter you will schedule tasks and appointments, complete activities and view the calendar. CreateTasks Use the Infusionsoft task list to remind yourself or other people of important items that need to be completed. Tasks may or may not have a set time, while Appointments generally occur on specific dates at set times. Use Tasks to remind yourself to make a follow up call, send an e-mail, or make a run to the cleaners. Tasks type includes: Call E-Mail Appointment Fax Letter Other Notifications can also be included as part of a Task. Users included in a Notification receive an e-mail as soon as the Task is scheduled. When Tasks and Appointments are completed, they move from the calendar and Task List to the Notes section in the person‟s record. View Pending Tasks 1. Find a person. 2. Click the Tasks tab if necessary. 3. Note the section contains future scheduled activities and activities that have yet to be completed. T O P I C S Create Tasks Using the Day View Recurring Tasks Task Settings  Build it!
T A S K S 46 4. The Notes section includes all completed Tasks, Appointments, and note history. Create a Task 1. Find a person in the system 2. Click the Tasks tab if necessary. 3. Click the Add Task button. Build it!
T A S K S 47 4. Click Save. 5. View the Call in the Pending Task section. UsingtheDayView The Day View provides a Calendar view as well as a Task List to work from. Upcoming Appointments will be displayed on the calendar, while Tasks will appear as a list of items. Both Appointment and Tasks can be scheduled and completed from the Day view. Set Appointments Appointments generally have times associated with them and can be scheduled directly on the calendar. Exercise Schedule an appointment for the next Friday at 6pm. Include a reminder. 1. Go to the calendar on the Home page (if you are in Day View). 2. Click on the „Go to a different day’ hyperlink. 3. Click on next Friday. 4. Click the 6:00 section in the calendar and select Add new Appointment. 5. Enter the following information:  Description: sum up the appointment  Notes: the purpose of the meeting, and any other notes  Appt End:  Reminder Time: 6. Click Save. 7. View the Calendar. Unlike activities in Outlook, tasks are marked as complete when finished. Tasks then move from the Pending section to Notes. Build it! Note the date change in the upper left corner.
T A S K S 48 New Tasks Tasks generally do not have times associated with them, although like Appointments, they can have time and reminders associated with them. Schedule a task with notification Schedule a task to follow up with a customer after meeting with them. 1. Click the New Task button. 2. Enter the following information:  Action Description: a short summary of the task  Notes: Action Date: this is the date that the task will show up on the user‟s home page  Completion Date: enter in a date when the task is finished  Creation Notes: enter detailed notes about the encounter  Action Type: designate the type of task, i.e. call  Priority: set a priority  Start Date: enter a date the work on the task starts (always earlier than Action Date) Build it! Q U I C K T I P  Scheduling from My User Home will automatically add the user as the person on the Task or Appointment.
T A S K S 49 3. Click Save. 4. View the Task List. RecurringTasks Tasks and Appointments can also be set to repeat on a certain schedule. Recurring Tasks can be used to schedule quarterly follow-ups with customers or to block weekly meetings out of a user‟s calendar. Create a task 1. Find a person. 2. Click the Tasks tab if necessary. 3. Click the Add Task button. 4. Enter the following information:  Description  Notes  Action Type  Start Date 5. Click the Recurring tab at the top of the Task window. Build it!
T A S K S 50 6. Choose Monthly. 7. Set the Task to recur on the first Friday of every 3 month(s). 8. View the End By date. Click Save. View the Tasks/Appts/Notes tab. Note that the activities start from your selected start date. Task/AppointmentSettings Within Task/Appointment Settings, you will be able to customize your task types, create custom fields, and define labels for the Person records. You may find the Task Settings by hovering over Setup, then selecting Misc Settings. Click on Task Settings on the left navigation menu. Here are the settings you can customize: Task/Apt Type Options –Type in the different types of tasks you will be completing. Newest History at top –Selecting Yes will take the most recent tasks and add them to the top of the completed task list in the Person record. Auto-Share Linked Contact/Opportunity w/User –You are able to create a task within a Person or Opportunity record and assign it to a different user. If that user does not have permission to view the person‟s record, you can allow access by selecting the Yes option. If you edit the series after one of the tasks has been changed, the entire series will reflect the new update.
T A S K S 51 Notes
T E M P L A T E S A N D E - M A I L 53 4 TemplatesandE-Mail In this chapter you will learn how to send a simple email from the Person record, as well as a broadcast to multiple recipients. You will also create Templates to use for repeatable e-mails, letters and follow-up sequence steps. SendanE-Mail Infusionsoft allows each user to connect multiple POP accounts to his or her profile. Simple e-mails to a prospect or customer can be generated with a single click. Send an email from the person’s record 1. Find a person in the system 2. Click the envelope to generate an e-mail. 3. Type in a Subject. 4. Type your message in the body of the email. T O P I C S  Send an E-Mail  Understanding Opt-In/Opt-Out  Email Statuses  Send E-Mail Using Templates  Create a New Template  Merge Fields  Send a Broadcast Other Templates Template Settings  Build it!
T E M P L A T E S A N D E - M A I L 54 5. Click Send. 6. View the Recent E-Mail History on the Tasks tab. UnderstandingOpt-In/Opt-Out Due to the increasing amount of spam e-mail that individuals receive daily, ISPs continue to find new ways to eliminate possible offenders. Many times however, the tools used by ISPs can incorrectly mark e-mail as spam regardless of the fact that an individual requested or “opted in” to receive messages from your company. Infusionsoft provides many tools to help manage whether people have opted-in or out of marketing efforts. With the ever rising importance of e-mail privacy laws, opt- in / opt-out management is essential to the success of marketing. The Infusionsoft tools ensure marketing messages get a high level of deliverability. Double Opt-In A person is considered „single opted-in‟ when he or she initially provides you with his or her e-mail address. A person is considered „double opted-in‟ if he or she confirms the e-mail address by clicking on a link sent in a system generated or manually generated e-mail. Using double opt-in e-mail marketing tools eliminates the possibility of e-mail being labeled as spam and having messages go undelivered. Built in tools ensure that future people are double opted-in, and can move existing and third-party lists to a double opt-in status. Opt-In Templates A double opt-in template is included in every Infusionsoft application. Custom double opt-in e-mail templates can be created to use in follow-up sequences, in response to web forms, and/or for users to send manually.
T E M P L A T E S A N D E - M A I L 55 Create an email template containing a double-opt in link 1. From the menu bar, choose Setup > Templates. 2. Click the Add a Template drop down and select E-Mail. 3. Enter the following information:  Template name  E-mail Type  From Email address  Subject  Body 4. Leave an additional return in the Body of the template. 5. Click the Open Merge Window button. 6. Click the Misc. tab. 7. Click Insert to insert the Default Opt-In link. 8. Click the X to close the window. 9. View the new Opt-In link code. Click Save. Build it!
T E M P L A T E S A N D E - M A I L 56 If you selected “HTML & Text” as your email type, the body of the e-mail needs to be copied and pasted from the text version into the HTML version. Creating Your Own Double Opt-In Links 1. Place your cursor in the appropriate area of your template body and click the Open Merge Window button. 2. Select the Misc tab, and locate the header for Double Opt-In Links. Click Create Opt-In to create a new link or click insert next to the appropriate link. 3. If creating a new link, name the link. 4. Use the HTML tools to edit the link blurb. The link blurb will appear before the actual link. You can use it to give your contacts additional information or to serve as a preface to the link. Build it!
T E M P L A T E S A N D E - M A I L 57 5. If you would like your double opt-in link to appear as specific text, type it in the Link Text field. If you leave this field blank, the double opt-in link will appear with the actual URL of the link. 6. Create a text link blurb to preface your double opt-in link on text emails. Text emails containing double opt-in links will always show the actual URL of the link. (Note: Be sure to complete the information in both the text and HTML link sections so that your link will function correctly in both circumstances.) 7. Click on the Double Opt-In Page Appearance tab. 8. If you would like to use a merge field other than your company name, type the merge field information in the Merge Field for Opt-Out Header box. 9. Select the preferred Header Color. You have the choice of either a black background with white text or black text with a white background: Black Background, White Text
T E M P L A T E S A N D E - M A I L 58 White Background, Black Text 10. Use the HTML tools to design the success page content. 11. Click on the Actions tab and add the appropriate actions and click Save. 12. Insert the link in the appropriate place in your template. You can also create your double opt-in links from Marketing Settings. Hover over Setup, select Misc Settings and then select Marketing Settings. Click the Links tab and follow the directions above. Opt-Out Links/Update Links Opt-Out Links allow you to effectively manage the contacts that do not want to receive your email correspondence. CAN SPAM Legislation require opt-out links be included in all emails that are sent to your prospects or clients. Infusionsoft allows you to create custom opt-out links that allow your clients or prospects to opt out of certain marketing follow-up sequences, while remaining opted in to others. If you do not create and send your own custom opt-out links, Infusionsoft will always automatically insert an opt-out link into the bottom of your emails. Create an Opt-out/Update Link 1. Hover over Setup and select Misc Settings (you may also create a link from inside an email template by clicking on Open Merge Window, then selecting the Misc tab). 2. Select Marketing Setting from the left navigation. 3. Click on the Links tab. 4. Click Create Update/Opt-Out. Build it!
T E M P L A T E S A N D E - M A I L 59 5. Enter in a name for the Opt-out link. 6. Select the type of Opt-out from the drop-down: Opt-out-allows prospects to opt-out of all marketing or just the current sequence Update -allows prospect to update contact information only Opt-out & Update -allows the prospect to either update their contact information or opt-out completely 7. In the HTML Email Display, type in a blurb and if needed the link text (if you leave the link text box blank, the actual link will appear instead).
T E M P L A T E S A N D E - M A I L 60 8. In the Text Email Display type in directions, instructing to click the link that appears below the text. 9. For the Opt-Out page Display Information, you have the option to give the prospect/customer a choice. They may either opt-out of all marketing, or choose a specific option that you give them. 10. Go back up to the top and then configure your Actions. 11. Click Save. EmailStatuesandPermission Within every Person record, you will notice a small envelope located next to the email address. It may be red, yellow, purple, or orange and have a letter. What does all of this mean?
T E M P L A T E S A N D E - M A I L 61 Every email you send through your Infusionsoft application is tracked and documented as a single opt-in, double opt-in, bounce, invalid, etc. You must also specify that you have permission to email each and every person in your application. Let's take a look at a few examples: Non-marketable When adding a person into Infusionsoft, manually or by import, you must confirm you have permission to email. Non-marketable does not mean you cannot mail letters or flyers, you can still do this. Infusionsoft will not send emails to any addresses that have a status of Non-marketable. However, you can send an individual email directly from the person‟s record. Non-marketable status is designated with a blue "N". Confirm Email Marketing Permission To confirm you have permission and to provide a legitimate reason: 1. Click Manage Email Status. 2. Click the link to indicate that you have permission to market to this address. Build it!
T E M P L A T E S A N D E - M A I L 62 3. Check the box I have permission to market to this address. If you are unsure of the criteria for permission, click on the Permission link and another pop-up will appear with a specific criteria list. 4. Type in the reason you have permission. Example: "I received permission to sending email marketing materials to this contact over the phone. They requested I add them to our monthly e-newsletter". 5. Click Save. Single Opt-In Once you have confirmed permission to send email marketing, you will see a new status of Single Opt-in. This status also means a prospect or client filled out a web form on your site. Single Opt-in status is designated by a yellow envelope and the number "1".
T E M P L A T E S A N D E - M A I L 63 Double Opt-in Double Opt-in status is designated by a green envelope with the number "2". Opt-Out In accordance with the CAN SPAM Act of 2003 every single email you send to a customer or prospect must contain an "Unsubscribe" option, or a way to opt of your email marketing. Infusionsoft allows you to create your own links and in the event that you forget to include one in, the default system opt-out link will appear. Opt-out status is designated by a red envelope and the letter "X". Invalid Email To prevent Internet spammers from giving you bad information through your web forms, Infusionsoft prevents any outgoing email sent to invalid email addresses. Invalid email status is designated by a purple envelope and the letter "I". Hard/Soft Bounce When an email bounces, it means that either the intended recipient's email account is no longer valid (hard bounce) or is temporarily full (soft bounce).
T E M P L A T E S A N D E - M A I L 64 SendingE-mailUsingTemplates Once a template is created, it can be attached to Follow-Up Sequences, Web Forms or used to send an individual e-mail. Individual e-mails can be launched directly from the Person‟s record. Use a template to send an email 1. Return to your Person record. 2. Click the envelope next to your e-mail address. 3. On the menu bar, click the Template button. 4. Select any template with a double opt-in link and make changes if necessary. 5. Click Send. 6. View the e-mail in your account if possible. 7. Click the Opt-In link from your e-mail, and return to Infusionsoft. 8. Refresh to see the Opt-In status change. CreateaNewTemplate Create templates to increase efficiency when repeating the same action over and over again in Infusionsoft. The following types of templates can be created: E-mail – E-mail templates can be used to automate the step of a follow-up sequence, or to send many e-mails to a tagged group for a single or repeatable occasion. Fax - Fax templates allow you to send documents to your contacts if they have provided you with a fax number.
T E M P L A T E S A N D E - M A I L 65 Fulfillment List - Fulfillment Lists are used to provide details to a specific person or organization for the fulfillment of items which require manual work such as mailing a birthday card or shipping a product. Letter – Create letter templates to merge and print multiple letters directly from Microsoft Word. Appointment – Create a template that will add an appointment to a user‟s calendar. Queued Fulfillment List – A queued fulfillment list is similar to a regular fulfillment list except that the fulfillment list continues to queue with new additions to the list until the fulfillment list is completed. Task - Tasks allow you to give specific assignments to users. A task tells a user that he or she has a manual assignment with a specific due date. Voice Broadcast - Voice Broadcasts allow you to deliver messages right to your contact's phone. Record messages that will be broadcast via telephone as part of a follow-up sequence. Note –Create Note templates to help automate recurring activities. MergeFields With Merge Fields you are able to personalize messages that are sent to groups of contacts. Traditional marketing is difficult to do on a large scale in many businesses because the messages you send to your consumers are not personalized. Merge fields eliminate the need for to address contacts with the impersonal "Dear Friend" greeting. You can use Merge Fields to include information from a person's record in your copy. For example, an email previously addressed with "Dear Friend" can now become "Hello Bob" or "Dear Sally." Merge fields can be used in the following templates in Infusionsoft: Email Tasks Letters Appointments Create an email template 1. From the menu bar, choose Setup > Templates. 2. Click the Add a Template drop down and select Email. 3. Enter the following information:  Title: give the template a specific name so you can easily find it later  Public/Private: a private template can only be viewed by the creator Build it!
T E M P L A T E S A N D E - M A I L 66 4. Enter the To and From information: Name: you may type in your business name (optional) Email: you must include a valid email address To: by default the email will be sent to the main email address in the person‟s record Add Cc/Bcc: to enter a Cc/Bcc click on the corresponding links 5. Select your email type: Plain Text: text without images or formatting HTML: include images, change fonts, colors, etc. HTML & Text: create a text and HTML version to ensure that your email will be sent (some email clients do not accept images within emails; text only) to the appropriate recipient 6. Merge type refers to the information you can merge into an email template. Contact allows you to merge information from any field in the Person record. You may also merge credit card information (Order Triggers) and fields from Opportunity records (if sending a broadcast from an Opportunity search). 7. Enter in your subject and click in the Template Body to construct your email. To personalize the email, begin with a salutation of “Hello” or “Dear”, etc. 8. Type in a space after your salutation and click the Open Merge Window button. 9. Add the First Name field. 10. Finish writing your email.
T E M P L A T E S A N D E - M A I L 67 11. You may add attachments to the email, and they must not exceed 100kb. It is recommended that if you need to send files, host your files on your website and include links to those documents. 12. Save the template. 13. Type in at least one email address in the Send a test to field and click Save & Send Test. It is recommended that you enter in your email address so you can see what the email will look like. SendaBroadcasttoMultipleRecipients Sending broadcast emails allow you communicate your message to a group of tagged contacts on your own time. You can schedule the emails ahead of time, or send them at your convenience. If you prefer instead to create a series of emails to be used repeatedly, you will want to create a follow-up sequence, which will be discussed in a later chapter. The CAN-SPAM Act requires all commercial email to include the sender's valid physical postal address, among additional behavior requirements. Infusionsoft clients are expected to maintain a current mailing address, which will be included on all broadcast, follow-up sequence and marketing messages that you send to people. Mailing Address Compliance To ensure your address is correctly entered, perform the following steps: 1. Move your cursor over Setup and click Misc. Settings. 2. Click the Template Settings Tab, located on the left side. 3. Click the Email tab, located along the top.
T E M P L A T E S A N D E - M A I L 68 4. Within the Address Block section, confirm that your address is present. If not, you MUST enter in your business address. Company name is optional. 5. You may choose a multi-line or one-line layout to display your address: Multi-Line example One-Line example
T E M P L A T E S A N D E - M A I L 69 6. Click the Save button, located along the bottom of the page. Sending a Broadcast Send a broadcast to multiple recipients. We recommend you send yourself a test email, before sending to actual people. 1. Hover over People and select Send a Broadcast (Email, Fax, etc). 2. Select Email from the list of icons. 3. Select your recipients. Select a saved search or search for a new group of people. These are people who have agreed to receive communication from you. You may not purchase lists or send to contacts that have opted out of any marketing. 4. Click the Preview link to see all of your recipients. A new window with your recipients will open up for your review. Once you are satisfied with the intended contacts, click Next. 5. Compose your email or select a template.
T E M P L A T E S A N D E - M A I L 70 6. If you choose a template, make sure you select it by clicking the Use This link. Also choose from a list of drafts or sent items. 7. You can edit the email if preferred, or simply click Next (if you'd like to go back a step, click Back). Also you may save your work for a later time by clicking Save Draft. You may choose to send a Text, HTML or BOTH a Text & HTML email. If you
T E M P L A T E S A N D E - M A I L 71 decide to send both an HTML & Text email, you will need to compose each separately. Each version will appear on this page for you to review and edit. 8. You may also send a test to yourself. Testing is not required, but it is recommended. 9. Next you MUST agree to and read the Infusionsoft Acceptable Use Policy. This is mandatory, and must be checked. By checking this box you are agreeing that your contacts are legitimate and wish to receive communication from you. 10. You must also check the box that states you have permission to email the selected recipients. This is also mandatory, and if you are not sure what is meant by "Permission:  This email address was not purchased, rented, borrowed, or harvested.  This is not an old, non-responsive email from another list.  I can show proof of consent to receive marketing for this email address.  I have recently - as in, the last few months - contacted this person.  They are expecting the content I intend to send.  I have let them know how frequently I will be emailing them.  I trust that they provided me with correct information. (offline sign-up forms that require email addresses are often faked or entered incorrectly) 11. Keep track of who opens this emails by selecting Track opens. You can find this tracking information in the Email Batch Status report. This only applies to HTML- type emails. 12. You may choose a date and time (EST) you wish the broadcast to start. If this is left blank, the broadcast will process within two hours. 13. If you would like to send a copy of the broadcast to yourself or anyone else, enter the email address. 14. Send yourself a receipt when the broadcast is successfully sent. By default, the email address you entered in your My Profile page will appear here.
T E M P L A T E S A N D E - M A I L 72 15. When finished with the above, click Done. 16. You will then be taken to a page that shows the progress of the broadcast, and then you will see a finished page. 17. You'll notice above there are a couple of tasks you can do once the broadcast is finished. Email Batch Status Report -this is the report that will show you the opened rates (ONLY if the email type is HTML). Save the broadcast as a new template -the email just sent can be used as a template to use for later. OtherTemplates You may create different types of templates to use to automate business processes, work flow, and follow up. Letter Templates Letter templates allow you easily merge contact information into a Word document. Use letter templates for basic mail-merge functions as well as label generation. Create a letter template 1. Hover over Setup and select Template Library. 2. Select Letter from the Add a Template drop-down. 3. Enter in a Title for the template. 4. Decide whether or not to share this template with other users by selecting Public or Private in the drop-down. 5. Decide from where you want to merge information. You have three options:  Contact-merge information from the Person record  Credit Card-merge credit card information  Opportunity-merge information from the Opportunity Record Build it!
T E M P L A T E S A N D E - M A I L 73 6. To merge data into the body of the letter, click Open Merge Window. 7. The example below has merged name and address: 8. Click the Edit tab to compose your letter. 9. If you prefer to use HTML, click the Source tab. 10. In Processing Information, select Yes if you wish to print labels with this letter. 11. Choose the user responsible for processing jobs containing this letter. 12. Configure the reminder email, which will be sent to the user letting them know they have a job to complete in Infusionsoft. 13. Click Save.
T E M P L A T E S A N D E - M A I L 74 Once you have letter templates set, you can print them from a search and/or insert them into follow-up sequences. To process a letter job from the homepage: 1. Log into your Infusionsoft application. 2. If you or your users have a job to process, the letter task will appear on the right hand side of the page (if using Day or Agenda view) or if you are using the Customizable Home page, you will see a message or the Fulfillment box. Day or Agenda View Customizable Home Page With either view, you will see the type of job, status, name of the template and the number of letters to print. In the image above, there are 598 "Copy of New Customer Welcome" letters to print. 3. Click Continue to start printing. 4. A dialog box will appear giving brief instructions. 5. Click Open Merged Letter. 6. Open the letter in Word. 7. Now you will see separate letters for each contact. In our example, 598 separate letters will open up in Word, customized with each contact's information. 8. Print your letters. 9. If you wish to print labels, click Print Labels.
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64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7
64687756 infusion-soft-user-gui-dev-7

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64687756 infusion-soft-user-gui-dev-7

  • 2. Infusionsoft, All rights reserved. Version 7 2065 W. Obispo Ave, Suite 103 Gilbert, AZ 85233 Phone 866-800-0004• Fax 480-385-7651 This document may not be reproduced in part or whole without the express written authorization of Infusionsoft. This document is protected by copyright and is distributed under license restricting use, copy, distribution and dispersal.
  • 3. Introduction Welcome to the Infusionsoft New User Guide! This guide is specifically targeted to assist new users, like yourself, to get your Infusionsoft application up and running quickly and easily. The goal is provide you with the vocabulary and knowledge necessary to guide you through a successful new user experience and get you infused. Keep in mind that if you have any questions or concerns, you can contact our Customer Support team for extra assistance: Online Support-The Fusebox: Quickly and easily submit a case online and get a response email to your technical questions. Log into the Fusebox by selecting “Take me to my support center” from the menu in your application Live Technical Support (Domestic): 1-866-800-0004 x2 Hours of Operation* Monday -Thursday: 6:00 am -5:00 pm Friday: 6:00 am -3:00 pm *All hours are Pacific Standard Time Live Technical Support (International): 480-289-6888 Hours of Operation* Monday -Friday: 6:00 am -9:45 pm *All hours are Pacific Standard Time
  • 4. Table of Contents Navigation.............................................................................. 1 Welcome Page and Adding New Users .................................................1 New User Setup......................................................................................... 1 Getting Started Checklist...........................................................................2 User Permissions and User Groups ............................................................3 User Groups ............................................................................................... 3 User Permissions and Roles ...................................................................... 4 Default Permission .................................................................................. 11 The Menu Bar.............................................................................................11 My Profile ................................................................................................. 12 User Preferences ..................................................................................... 13 Customize Your Home Page ...................................................................17 My Account ...............................................................................................19 Side Bar.......................................................................................................19 Searching ...................................................................................................20 Administrative Reports..............................................................................21 Scheduled Actions ................................................................................. 22 Usage Dashboard .................................................................................. 23 Logged In Users....................................................................................... 26 Task/Appt/Note Report ......................................................................... 26 People and Companies ...................................................... 29 Add People................................................................................................29 Quick Add Form...................................................................................... 33 Cloning Records ..................................................................................... 33 Edit a Person‟s Data..................................................................................34 Adding Notes to a Person Record ....................................................... 35 Email History............................................................................................. 37 Linked People.......................................................................................... 38 Creating Companies................................................................................38 Converting People to Companies....................................................... 39 Join People and Companies ..................................................................41 Person and Company Settings ...............................................................41 Tasks...................................................................................... 45 Create Tasks...............................................................................................45 Using the Day View...................................................................................47 Set Appointments................................................................................... 47
  • 5. New Tasks................................................................................................. 48 Recurring Tasks ..........................................................................................49 Task /Appointment Settings.....................................................................50 Templates and E-Mail.......................................................... 53 Send an E-Mail...........................................................................................53 Understanding Opt-In/Opt-Out ..............................................................54 Double Opt-In ......................................................................................... 54 Opt-In Templates .................................................................................... 54 Opt-Out Links/Update Links................................................................... 58 Email Statues and Permission ..................................................................60 Sending E-mail Using Templates .............................................................64 Create a New Template..........................................................................64 Merge Fields...............................................................................................65 Send a Broadcast to Multiple Recipients ..............................................67 Mailing Address Compliance ............................................................... 67 Sending a Broadcast ............................................................................. 69 Other Templates........................................................................................72 Letter Templates ..................................................................................... 72 Fulfillment Lists.......................................................................................... 75 Queued Fulfillment Lists.......................................................................... 77 Task Templates........................................................................................ 79 Completion Scenarios ........................................................................... 81 Appointment Templates........................................................................ 82 Note Templates....................................................................................... 84 Fax and Voice Broadcast Templates .................................................. 85 Template Settings......................................................................................88 Templates ................................................................................................ 88 Email ......................................................................................................... 89 Email Triggers........................................................................................... 90 FaxVoice.................................................................................................. 91 Fulfillment ................................................................................................. 91 Tags and Searching............................................................. 91 Tag Categories..........................................................................................91 Create Tags................................................................................................92 Importing Tags......................................................................................... 93 Tagging People ...................................................................................... 93 Save a Search ...........................................................................................95 Export Records...........................................................................................99 Customizing Infusionsoft.................................................... 102
  • 6. Custom Fields...........................................................................................102 System Labels...........................................................................................107 Company Files and Documents...........................................................109 Personal Files ......................................................................................... 109 Company Files ...................................................................................... 110 Logos.........................................................................................................110 Dropdown Options .................................................................................111 Person & Company Settings..................................................................112 Merge Field Defaults...............................................................................112 Other Miscellaneous Settings ................................................................113 API and Security.................................................................................... 113 Main Nav ............................................................................................... 114 Infusion Footer....................................................................................... 115 Data Management ............................................................ 118 Import Preparation..................................................................................119 System Configuration........................................................................... 119 Data Preparation.................................................................................. 119 Standard Import......................................................................................120 Field Mapping Considerations............................................................ 120 Dropdown Value Mapping................................................................. 121 Child Tables ........................................................................................... 121 Advanced Options............................................................................... 123 Search Previous Imports....................................................................... 129 Third-party Import Tools ..........................................................................131 Update Records ......................................................................................133 Checking for Duplicates ........................................................................137 Dup Checker......................................................................................... 137 View Duplicates.................................................................................... 137 Auto Merger .......................................................................................... 138 Capture and Convert Leads.................................................................141 Marketing Settings...................................................................................141 Follow-Up Sequence Response Types ............................................... 141 Follow-Up Sequence Schedule .......................................................... 142 Lead Sources ...........................................................................................143 Follow-Up Sequences.............................................................................144 Follow-Up Sequence Steps.................................................................. 144 Follow-Up Sequence Actions.............................................................. 146 Follow-Up Sequence Merge Fields..................................................... 146 Web forms ................................................................................................151
  • 7. Web Form Checkboxes ....................................................................... 157 Check box options............................................................................... 158 Response Forms (In Application Web Form Use)................................159 Trackable Links.........................................................................................161 Using Images as Trackable Links......................................................... 165 Action Sets................................................................................................169 Conditions on Action Sets ................................................................... 172 Marketing Reports...................................................................................175 Selling Items Online ........................................................... 181 Merchant Accounts................................................................................181 PCI Compliance ................................................................................... 182 Categories/Subcategories and Product Families..............................183 Products....................................................................................................185 Product Images .................................................................................... 187 Digital Delivery ...................................................................................... 189 Software Licenses/Keys........................................................................ 193 Subscription Programs............................................................................193 Order Forms..............................................................................................195 Order Form Shipping ............................................................................ 201 Shopping Cart/Storefront ......................................................................202 Other Settings and Payment Options................................................ 202 Payment Options.................................................................................. 205 Shipping Options for the Shopping Cart ........................................... 208 Weight Based Shipping........................................................................ 209 Order Total Shipping............................................................................. 210 Order Quantity Shipping...................................................................... 211 Per Product Shipping............................................................................ 211 Sales Tax................................................................................................. 212 Order Receipt Settings......................................................................... 213 Pay Plans................................................................................................ 214 Discounts, Trials and Upsells................................................................. 217 Shopping Cart Action Sets .................................................................. 219 Pay Per Click Tracking.......................................................................... 220 PayPal .................................................................................................... 221 Generating a PayPal API Certificate................................................. 222 Shopping Cart Themes ........................................................................ 224 Theme Customization .......................................................................... 224 Customizing Header HTML................................................................... 224 Storefront Layout .................................................................................. 232
  • 8. Cascading Style Sheets ....................................................................... 234 Mirroring the Website – Tips and Tricks............................................... 234 Generate Links for Shopping Cart Product Bundles........................ 236 Order Settings ..........................................................................................237 Countries................................................................................................ 237 Products and Subscription Programs................................................. 237 Product Options.................................................................................... 237 Billing Options........................................................................................ 237 Credit Card ........................................................................................... 239 Notification............................................................................................ 239 Chargeback Disputes.......................................................................... 239 Fulfillment ............................................................................................... 240 Invoice.................................................................................................... 240 Triggers ................................................................................................... 240 Order Reports...........................................................................................240 Fulfillment Reports ...................................................................................243 Order Processing, Billing and Collections............................................245 Order Handling........................................................................................245 Refunds and Chargebacks ...................................................................250 Chargeback Dispute ........................................................................... 252 Credit Card Handling.............................................................................253 Updating Credit Cards Online............................................................ 256 Payments..................................................................................................260 Manual Payments................................................................................. 260 Automatic Billing................................................................................... 264 Invoices.....................................................................................................265 Opportunity Management ................................................ 267 Sales Pipeline ...........................................................................................267 Create Checklists.................................................................................. 269 Statuses .................................................................................................. 270 View the Pipeline.................................................................................. 271 Sales Triggers............................................................................................272 Opportunities ...........................................................................................273 Overview................................................................................................ 273 Round Robin Assign.............................................................................. 277 Create a new Opportunity ................................................................. 278 Searching for Opportunities................................................................ 282 Product Bundles.................................................................................... 282 Making a Sale..........................................................................................284
  • 9. Buy Now Link.......................................................................................... 285 Opportunity Follow-Up ...........................................................................287 Sales Settings............................................................................................289 Sales Pipeline......................................................................................... 289 Opportunity ........................................................................................... 290 Win.......................................................................................................... 290 Loss.......................................................................................................... 290 Buy Now................................................................................................. 290 Sales Reports............................................................................................291 Affiliates .............................................................................. 294 Create an Affiliate Program..................................................................295 Parent and Child Relationships........................................................... 295 Understanding Affiliate Commissions...................................................296 Commission Payout Overview: "Levels" and "Pay if Unused".......... 298 Multi-Level Commissions ...................................................................... 299 Using Pay if Unused and Level Commissions Together.................... 300 Override Program Commission........................................................... 301 Affiliate Records ......................................................................................302 Affiliate Settings .......................................................................................307 Affiliate ................................................................................................... 307 Tracking.................................................................................................. 307 Payout.................................................................................................... 308 Affiliate Resources...................................................................................308 Affiliate Emails ....................................................................................... 309 Affiliate Redirects.................................................................................. 310 Affiliate Pages ....................................................................................... 311 Affiliate Banners .................................................................................... 312 Affiliate Resource Center.......................................................................313 Affiliate Home Page............................................................................. 315 Affiliate Reports .......................................................................................317 Affiliate Summary.................................................................................. 317 Affiliate Redirect Activity ..................................................................... 318 Affiliate Referral..................................................................................... 318 Affiliate Payments................................................................................. 318 Affiliate Ledgers .................................................................................... 318 Affiliate Structure .................................................................................. 318 Index..........................................................................................................320
  • 10.
  • 11. N A V I G A T I N G I N F U S I O N S O F T 1 1 Navigation In this chapter you will review the basic layout and navigate the Infusionsoft desktop as well as user profiles and searching. WelcomePageandAddingNewUsers New Users are directed to the Infusionsoft Welcome Page. They will enter their basic information prior to logging into the system. User options are also available to the user at any time under Setup > My Profile. New User Setup Your business may require additional User Accounts to manage Infusionsoft. Each person who will be using Infusionsoft should have their own User Account. For security reasons, only one person can be logged in at one time for each User Account. Creating separate accounts for each of your users will also help you to manage your business and ensure that the appropriate work is being completed. It also allows you to set individual permission levels for access and management of Infusionsoft data. Log into your application as an Admin user. Hover over Setup on the main navigation and select Users. Click the Add Users button and enter in the first name and the email address, and decide whether or not the user is an Admin as well. An email is generated and sent to the new user. When the user clicks the link in the email, he or she will be brought to the Welcome page. T O P I C S  Welcome Page/Add Users  Getting Started Checklist  User Permission and Groups  User Profile  The Menu Bar  My Account  The Side Bar  The Search Bar  Administrative Reports 
  • 12. N A V I G A T I N G I N F U S I O N S O F T 2 The new user adds basic information, such as: last name, phone number, user name and password (Later, access these options (including your password) through Setup > My Profile). We recommend watching the video on the next page, but optionally your user may skip the video and start customizing their home page. After completing the Welcome screens, the user will be automatically logged into Infusionsoft. GettingStartedChecklist If you are a brand new Infusionsoft user, you will find the Getting Started Checklist an extremely helpful road map to get your Infusionsoft application setup. When you log into Infusionsoft, you will notice an "Infused Meter" that tracks your progress through the entire process.
  • 13. N A V I G A T I N G I N F U S I O N S O F T 3 To enable or disable the checklist in your Infusionsoft application, follow these steps: 1. Hover over Setup and select Misc Settings. 2. Within Application Settings, click on the Miscellaneous tab. 3. To hide the checklist, simply check the box. To enable it, uncheck the box. Click the corresponding link to visit the checklist. Once all steps are completed, a green check will appear and you will see further progress on the Infused Meter. UserPermissionsandUserGroups You can control which modules of the software your users see and create individual settings for each person. Create custom groups that will allow you to control the sharing of contacts and whether or not a particular group will have read/write access or read- only. User Groups By creating user groups (sometimes referred to as a “team”) within Infusionsoft, you can grant access to a supervisor to oversee those under him or her. An example of this would be to create a sales team with a sales manager over the team members. The sales manager would be able to view the leads of his sales associates but he would not be able to see leads of other sales teams. Create a User Group 1. Move your cursor over Setup and click Misc. Settings. 2. Select User Settings to the left and click the Teams tab. 3. Click the Teams tab, located at the top. 4. Click the Create Team button, located along the upper-right corner. 5. A pop-up window will appear, enter the desired name for the team in the Team Name field. 6. Under the Managers section, highlight the user you want to be mapped and click the mapping button.
  • 14. N A V I G A T I N G I N F U S I O N S O F T 4 7. Under the User section, highlight the users you want to be members of the team and click the mapping button. 8. Click the Save button, located in the center. User Permissions and Roles When setting up users you will want to consider the role that each user will fill in your business. Some users may be sales associates; others may manage the sales associates, while others may manage the marketing efforts or product sales. It may even be that there are users that fill multiple roles or one user that fills all the roles. Infusionsoft defines these roles as User Groups. For instance, a Product Sales Manager will need different tools than a Sales Associate, and a Marketing Manager will need different tools than a Sales Manager. Adding each user to the user group that corresponds to their role will grant the user access to the tools that are needed to fulfill their business role. User Groups determine which areas your users will be able to access. If you want to specify user permissions, click the Edit User Permissions button. The role that the user fills will determine the user group to which he/she should be added. A list of available user groups and their general descriptions are listed below which will to help you determine which users should be added to which user groups.
  • 15. N A V I G A T I N G I N F U S I O N S O F T 5 Sales Rep The Sales Rep user group is for any user to whom leads will be assigned. Users in the Sales Rep user group will have access to the Today section and the My Settings section of Infusionsoft only. Sales Reps are able work with lead records and to move them through sales stages. Sales Manager The Sales Manager user group is for the user(s) that will be responsible for managing the company sales stages and monitoring the prospect conversion ratios of the sales reps. Users in the Sales Manager user group will have access to the Sales Force Management section. Sales Managers can modify sales stages and statuses, set up round robin lead assignments and view sales conversion reports. Marketing Manager The Marketing Manager user group is for the user(s) that will be responsible for managing the company's marketing efforts. Users in the Marketing Manager user group have access to the Marketing Management section of Infusionsoft and are able to create and modify campaigns, review the status of campaign steps and batch emails, create and edit marketing Web Forms and manage opt-out forms and trackable links. Accounting & Order Manager The Accounting and Order Manager User groups are for user(s) that will manage the company's products, continuity programs and e-Commerce efforts. Users in the Accounting & Order Manager user groups will have access to the Order Management section of Infusionsoft and will be able to set up and modify product information, continuity program information and merchant account information. Accounting & Order Managers will also be able to set up and modify online Order Forms and view accounting reports. Accounting & Order Manager The Accounting and Order Manager user groups are for user(s) that will manage the company's products, continuity programs and e-Commerce efforts. Users in the Accounting & Order Manager user groups will have access to the Order
  • 16. N A V I G A T I N G I N F U S I O N S O F T 6 Management section of Infusionsoft and will be able to set up and modify product information, continuity program information and merchant account information. Accounting & Order Managers will also be able to set up and modify online Order Forms and view accounting reports. Admin The Admin user group is for the user(s) that are responsible for the administration of Infusionsoft. Users in the Admin user group will have access to all of the sections within their application. Administrators can add, modify, or remove users, user information or user permissions. Administrators can also import data, configure advanced settings and view all reports. We recommend that admin access should be issued sparingly. User Permissions-A Closer Look Each user in your Infusionsoft application will have access to selected modules and functionality. You may restrict each user's access by adding and removing them from user groups, or you can specifically narrow down their access even further. Some common questions around permissions are: Will your employees be able to delete opportunities/and or people? Can they see tasks other than their own? Are they able to only view the people assigned to them? What does "Rollback Imports" mean? Why do I see "unassigned" in many of the user drop-down options? Why can I add people but not delete them? How do I share my calendar with my assistant? Let’s take a look at each section in User Permissions: 1. Hover over Setup and select My Profile. 2. Click Edit User Permissions to the right of the Save button. Build it!
  • 17. N A V I G A T I N G I N F U S I O N S O F T 7 3. Notice the several drop-down options. Set them to either Yes, No, Edit, View and/or None. The settings on the right are the Default Permissions. Under the General tab, you will find Application permissions and Reporting permissions. Can edit Misc Settings -Selecting Yes will be allow a user to access all Miscellaneous settings within the Setup menu. Can import records -Allow your users to import contacts into Infusionsoft by selecting Yes. Can rollback imports -By giving access to rollback imports, you allow your users to "undo" an import and delete all contacts associated with it. Can dup check and merge records-By default, if a user has the ability to import records, the ability to check and merge duplicate records will also be enabled. Can export lists -Each search or report result will allow you to perform a set of actions. Exporting is one of those actions. If you do not wish for your employees to export their contacts out of Infusionsoft, set this to No. Can apply/remove Tags -If you want users to create Tags, set this permission to Yes. Can see other users -Selecting Yes will allow the user to see other users (This permission is tied to the View Calendars permission in the Calendar tab). Can view company files -Allow users to share files by giving them access to Company Files, which can be accessed from the Side Bar. Can delete company files -Allow users to delete shared company files by selecting Yes. Can see app account management page -Allowing a user who access to this feature will turn on the "My Account" link located to the right of their name. This link is located at the top of the page, in the navigation menu.
  • 18. N A V I G A T I N G I N F U S I O N S O F T 8 Can send broadcasts -If your users need to send broadcasts, make sure this permission is set to Yes. Each option in the Reports section has a Yes or No choice. Each section of reporting can be hidden or made available to all users. Within the Calendar tab, you can set permissions for Action Sets and allow access to view other users' calendars: Can search, add/delete -Allow users to create Action Sets, search for them and/or delete them. All records -Give users ability to edit actions or simply view them. Can assign tasks -Do you want users to be able to assign tasks to others? Select Yes if you do. Unassigned Records - Allow users to view tasks that are assigned to them only (None) or to have the ability to see and edit all. To ensure that users can only see tasks assigned to them, select None. Viewing Calendars -Highlight the user(s) to have access to their individual calendar. You must also have Can see other users in the General tab set to Yes in order for this to work. In the People tab, setup permissions for People and Company records. People Can search, add/delete -Allow users to create Person records, as well as search and/or delete them. All records -Give users the ability to edit Person records. Unassigned Records -Allow users to view Person records that are assigned to them only (None) or to have the ability to see and edit all. To ensure that users can only see people assigned to them, select None. Can re-assign -Allow the ability to reassign People records to other users. Can use note templates -Note templates are used to create shortcuts when adding notes to a Person record. If do not want any of your users to create these in Infusionsoft, select No. Can change lead source -Allow users to assign a different lead source to People records. Company Can search, add/delete -Allow users to create Company records, as well as search and/or delete them. All records -Give users the ability to edit Company records.
  • 19. N A V I G A T I N G I N F U S I O N S O F T 9 Unassigned records -This does NOT apply to company records and can be disregarded. In the Marketing Tab, setup permissions for follow-up sequences, web forms and lead sources. Follow-Up Sequence Can Search, add/delete -Give users the ability to search, add or delete follow-up sequences. All Records -Give users the ability to edit, or view follow-up sequences. Can add/remove from Follow-Up Sequence -Users can or cannot add people into or remove from follow-up sequences. Can override Follow-Up Sequence response defaults -This setting applies to the Track Response feature within a person's record. If you are tracking a response in a follow-up sequence, you can add the person into another sequence and make any changes. Restrict this be selecting No. Web Form Can Search, add/delete -Give users the ability to search, add or delete web forms. All Records -Give users the ability to edit, or view web forms. Lead Source Can Search, add/delete -Give users the ability to search, add or delete lead sources. All Records -Give users the ability to edit, or view lead sources. In the Opportunities tab, setup permissions for Opportunity records. Can Search, add/delete -Give users the ability to search, add or delete Opportunity records. All Records -Give users the ability to edit, or view opportunities. Unassigned Records -Allow users to view Opportunity records that are assigned to them only (None) or to have the ability to see and edit all. To ensure that users can only see opportunities assigned to them, select None. Can re-assign -Allow the ability to reassign Opportunity records to other users. Can see tab -When opening up a Person record, the tabs that appear on the bottom half include one for Opportunities. You can hide this tab for each user by selecting No. Can create multiple active leads -If a person in Infusionsoft has an active lead,
  • 20. N A V I G A T I N G I N F U S I O N S O F T 10 Can edit closed leads -If an opportunity record has been closed, a user can still edit that record. Select No to prevent this from occurring. For the Ecommerce tab setup permissions for the Shopping Cart, Order Forms, Products and Subscriptions. Product Can Search, add/delete -Give users the ability to search, add or delete Products. All Records -Give users the ability to edit, or view products. Unassigned Records -Does not apply to products and can be disregarded. Can use Digital Product Merge fields -Allow users to insert Digital Product links into emails. Can see encrypted Digital Product keys -Allow users to view the actual keys associated with. Subscription Program Can Search, add/delete -Give users the ability to search, add or delete Subscriptions. All Records -Give users the ability to edit, or view subscriptions. Shopping Cart Give users the ability to setup and maintain the shopping cart. Order Form Can Search, add/delete -Give users the ability to search, add or delete Order Forms. All Records -Give users the ability to edit, or view Order Forms. In the Accounting tab, setup permissions for users to process payments, charge credit cards and add orders. Accounting Can charge credit cards -Allow users to run credit cards, via a merchant account. Can edit credit cards -Allow users to edit credit cards within a person's record. They can delete, add or change the card.
  • 21. N A V I G A T I N G I N F U S I O N S O F T 11 Invoice Can send -Allow users to email invoices to customers. Can see account summary -By selecting Yes, you are allowing the account summary to be viewed in a person's record. Order Can Search, add/delete -Give users the ability to search, add or delete orders. All Records -Give users the ability to edit, or view orders. Unassigned Records -Does not apply to orders and can be disregarded. Can see tab -When opening up a Person record, the tabs that appear on the bottom half include one for Orders. You can hide this tab for each user by selecting No. Subscription Can Search, add/delete -Give users the ability to search, add or delete subscription orders. All Records -Give users the ability to edit, or view subscription orders. In the Users tab setup permissions that pertain to users having the ability to add other user accounts. Can Search, add/delete -Give users the ability to search, add or delete user accounts. All Records -Give users the ability to edit, or view user accounts. Default Permission When managing the permissions of the users within Infusionsoft you may want to create Default Permissions that will apply to all users. Most likely there is certain information in which you would like either restricted or allowed for all or most of your users. In this case, you would edit the Default Permission. It is important to note that User Permissions always override Default Permissions. TheMenuBar The Infusionsoft screen is divided up into four primary areas: Menu Bar Side Bar Search Bar Detail Area
  • 22. N A V I G A T I N G I N F U S I O N S O F T 12 The Menu Bar is used to find data and drive all activity within Infusionsoft. Users will only see menu items that they have access to. This is controlled by the Administrator through User Permissions and User Groups. Home – Manage your Calendar, Tasks and Opportunities People – Add or look up a Person, add a note or send an email Companies – Add or lookup a Company Affiliate – Add or lookup an Affiliate (Must have Deluxe or Pro Edition) Opportunities – Add or lookup and Opportunity Orders –Add a new order or locate an existing one Reports– Access to various reports such as Sales, Marketing and Administrative Setup – Access profile settings, templates, forms, products, etc. My Profile The My Profile menu allows the user to change his or her password, update phone numbers, e-mail, addresses and control preferences. Passwords are required to meet the following minimums: 7 characters Menu Bar Side Bar Search Bar Detail Area
  • 23. N A V I G A T I N G I N F U S I O N S O F T 13 Letters and numbers 1 upper case letter User Preferences You can choose between three different views for your user home screen. You have three choices, the Day View, the Agenda View, and the Customizable Home page. Each home view will allow you to choose your preference for viewing your opportunities, saved searches, etc. If you have purchased your Infusionsoft application AFTER August 4, 2009, then you will ONLY have access to view the Customizable Home page. Home Page Options: Day View, Agenda View and the Customizable Home Page In the Day View, you will be able to see the calendar and your day planner for appointments scheduled for that day. You will also be able to see any Tasks or Marketing Jobs that are assigned to you. Day View is the default view for Infusionsoft users. In the Agenda View you will be able to see the appointments listed that you have for the day, but the calendar will not appear on that page. You will also be able to see any tasks and marketing jobs that are assigned to you, as well as lead that you need to follow up with. In addition, you will be able to see all of the favorite links and reports under the My Reports tab. With the Customizable Home page, you can drag and drop different boxes of information, and choose your content. For instance, you can create a box that will show you your favorite saved searches, and important email stats. Another box will display your fulfillment jobs, and another shows your appointments. Change the layout of your page as well. For more information read on. Other Preferences 1. Username: This must be filled out for a user to be able to log into Infusionsoft. 2. Password: Required field to secure user accounts. 3. Time Zone: Preferred Time Zone, Infusionsoft defaults to Eastern Standard Time (EST). 4. Default Home View: Allow the user to configure their home page in Infusionsoft. There are three views, the Day View, Agenda View and the Customizable Home View. (Note: If you have purchased Infusionsoft after August 4, 2009 you will only
  • 24. N A V I G A T I N G I N F U S I O N S O F T 14 see the Customizable Home view, and this option will not appear in your application). 5. Default Tab on Contact Second Row: Allows the user to select a default tab on the bottom half of the contact record. For instance, if a user only needs the orders of a particular contact, then the default tab would be set to Orders. When the user then looks up any contact record, they will see the orders displayed by default on the bottom half of the record. (If there is nothing selected in this field, then the default tab will be “Tasks”.) 6. Default Search Type: This field will select a default search type. This affects the search box that is located at the top right hand corner of the screen. By default, the drop-down is set to search for contacts, but by changing the default search dropdown within this field in the user record, you can change this to search for tasks, orders, leads, etc. 7. Default Start Page: This field will set the default home page to another location in the software other than the Day/Agenda View. For instance, if you wish to see a report or favorite search, you can set this here.
  • 25. N A V I G A T I N G I N F U S I O N S O F T 15 8. Signature at Top of Reply: Setting this to Yes will add the email signature to the top of a reply email. If you are using the email client built into Infusionsoft, then you will need to set this. The standard is to include the e-mail signature below the entire message. 9. Click to Open & Close Side Panel: The side panel on the left hand side of the screen contains links to tasks, the calendar, mail box, company/user files and favorite links. By default, the side bar will open as soon as the mouse pointer hovers over it. You can disable this by selecting Yes. The side panel will then only open if it is clicked upon. 10. Default Calendar View: Set your calendar to display the current day, week or month. 11. Default Start/End Hour: Set the hour your day begins and ends. 12. Time Zone/Daylight: Set your time zone and select Yes if you observe Daylight Savings Time. Adding an Email Account To receive email through Infusionsoft you will need to set up your email account first. In order for you to set up your email account, your email provider must offer POP access. POP is a different mail protocol than IMAP, so be sure to inquire about POP access with your e-mail provider. SSL technology is also offered, allowing you to use GMAIL and Microsoft Exchange accounts. Build it!
  • 26. N A V I G A T I N G I N F U S I O N S O F T 16 POP mail access requires you to supply a username, password and hostname. If you do not know this information, contact your email provider for further assistance. 1. On the menu bar, click Setup. 2. Click My Profile. 3. Click on the Mail Accounts tab located at the bottom of the page. 4. Click the Add New POP Account button. 5. Enter the following information: Name - This is the name of the e-mail account. This is only cosmetic and does not affect the operation of the e-mail feature. People Who Will Use this Account - Select any other user who might need to have access. Username - Username for your POP account. Typically, this is your e-mail address. Password - Password for your POP account. (This is not your Infusionsoft password.) Host - The hostname (address) of your POP mail server. Typically, this may take the form of pop.domain.com or pop3.domain.com. Port - The incoming mail port of the POP mail server. The default is 110 but may vary with providers. Use SSL - If you have a Gmail or Microsoft Exchange account, select Yes. How Long to Leave Messages on Server - If you desire messages to be removed from your email server when accessing mail, you can adjust the expiration date. 6. Click Save.
  • 27. N A V I G A T I N G I N F U S I O N S O F T 17 CustomizeYourHomePage If you prefer not to use the Day or Agenda view, you can customize your home page by adding saved searches, reports, important email stats and more. Each section on the home page contains tidbits of information from various reports and searches. During setup, you'll notice an empty page with a single video. Watch the short instructional video to get started. Here are the different tidbits of information you can have on your homepage: Email Stats will show you the number of emails sent out, opened rates, spam complaints, etc. You may see results from today, the past seven days or the past thirty days. In addition you may obtain emails stats from the last five broadcasts sent. Information in this section originates from the Email Batch Status report, as well as the Email Broadcast Conversion report. Appointments will show you information from the calendar for the current date. Search future appointments as well. Fulfillment Jobs will display any current letter processing or queued fulfillment jobs assigned to you. Q U I C K T I P Information is updated within each box automatically every 15 minutes. If you need to update the information sooner, simply click the refresh link.
  • 28. N A V I G A T I N G I N F U S I O N S O F T 18 Using Little Box O' Stats will allow you to see data from any saved search or report. See full results of your saved search or report from the Saved Search box. The first 20 results will display. The Activity Feed will show you who has recently opened an email, clicked a link, double opted-in, opted-out, reported spam, and/or filled out a web form. At any time you may change the layout of the home page. Find out which layout works best for you by clicking on Change your home page layout.
  • 29. N A V I G A T I N G I N F U S I O N S O F T 19 MyAccount Access your Infusionsoft account to see email and contact thresholds and limits, see your next billing date, upgrade to a dedicated email deliverability package and add additional users. Only users with admin privileges are able to view this information. Information you will find: Your Next Billing Date and application type (Pro, Deluxe, etc) Your Current Usage Stats Option to purchase additional licenses or upgrade to a dedicated IP address for increased email deliverability Add the Outlook plug-in SideBar The Side Bar is a collapsible section of the system that allows the user to access Tools, Recently Viewed items and Favorite links. Tools –Email, Calendar, Fields and Tasks Recently Viewed –List of the recently viewed People, Companies and Opportunities My Favorites –Create quick links to common searches or websites Adding a Favorite Link Customize the links under the Side Bar to easily access an external website. 1. Click on the Side Bar. 2. Click the Manage hyperlink next to My Favorites. 3. Click on the Add New Link button. 4. Enter the following data: Link Category (Other): Type in a name for the category or select one from the drop-down (this is the category that will appear on the Side Bar Website URL: The URL of the site Name: Name of the link Open in: New Window is suggested if you link to an external site Create Link For: Decide which users to share the link with Build it! Q U I C K T I P Type an asterisk * behind the Category Link to create an expandable tree.
  • 30. N A V I G A T I N G I N F U S I O N S O F T 20 5. Click Save. 6. Test the link. Add a file to the system using the Side Bar. 1. Click on the Side Bar. 2. Click on Files. 3. Click on Files. 4. Browse to a file on your computer and click Attach. 5. That file will now be accessible from Side Bar > My Files section of the system. Searching There are several ways to search for data in Infusionsoft. Search for any item using the Menu Bar or do a quick search from the Search Bar. The Menu bar allows you to Add or Find People, Companies, Opportunities or Orders. The Search Bar in the upper right corner of the screen provides an easy way to quickly search for a Person, Company, Task (Contact Action), Order, or Opportunity. Click the magnifying glass to change the look up option.
  • 31. N A V I G A T I N G I N F U S I O N S O F T 21 Searching for People 1. Use the Search Bar to find a Person (the system defaults to Person). 2. Type the first two letters of the first and last name in the Search Bar. 3. Click the Go button. 4. Type part of the first and last name in the Search Bar and click Go. 5. View the record. 6. Type *(space) d in the Search Bar and click Go. This will bring up everyone with a last name beginning with “D”. 7. View the Results. AdministrativeReports Administrative reports allow for better visibility into the day-to-day usage of your Infusionsoft application. With Administrative reports you may: See the number of users logged in View the number of leads submitted via web forms Search for completed and pending tasks View the number of people active in follow-up sequences To see all of the Administrative reports, hover over Reports, then select Administrative Reports. Here is what you will find: Scheduled Actions Usage Dashboard Logged in Users Task Search Q U I C K T I P Ctrl + Q to quickly access the Search bar.
  • 32. N A V I G A T I N G I N F U S I O N S O F T 22 Scheduled Actions Scheduled Actions allow you to manage the actions that are occurring in Infusionsoft. As actions queue up, you can change the order they run, enabling you to better prioritize activity. Here is a breakdown of the different sections on this page: Scheduling: Infusionsoft assigns each action a level number: 1, 2 or 3. Then the action is assigned a priority of 1, 2 or 3. If any actions that are pending have the same level, then the order the action runs is dependent upon the priority. If the level and priority are the same, then the actions will run in the order that they are created. Current Action: This section will display all actions that are currently running through Infusionsoft. You can see from the image above, there are specific details about the action, as well as a visual status bar. You can cancel the current action if you decide that it no longer needs to run, or you can stop it. Recent Actions: Previous actions can be seen in this section. You can see activity for different users in the system and you can also check for any errors.
  • 33. N A V I G A T I N G I N F U S I O N S O F T 23 Queued Actions: All actions that are to be processed are listed in this section. They are held in "queue". You can change the order and priority of the actions in queued status by clicking on the drop down for Level and Priority. Usage Dashboard Within the usage dashboard you will be able to see reporting on the following: amount of user logins within a certain time period number of leads generated per web form people in a certain follow-up sequence number of orders placed per product or subscriptions number of sent emails Users In the Users section of the dashboard, you will be able to see all of the activity of each of your individual users. For example, you can see how many time they logged into the software how many contacts they've created or updated, as well as how many notes and tasks they've completed. You can also edit the criteria of this search and set the date range of this report by clicking on the Edit Criteria/Columns link above your results section. To restart your search with new criteria click on the Start over link.
  • 34. N A V I G A T I N G I N F U S I O N S O F T 24 Internet Leads In the Internet leads section of the user dashboard, you will be able to see all of the activity of each of your individual web forms. For example, you can see how many new leads (unique visitors) were entered into Infusionsoft or how many times a form was submitted regardless of whether a new record was created or not (Total times the form has been filled out, including duplicates). To sort by the number of New Leads or Submissions, click on the column header for New Leads or Submissions. You can also edit the criteria of this search and set the date range of this report by clicking on the Edit Criteria/Columns link above your results section. To restart your search with new criteria click on the Start over link. Follow-Up Sequences In the follow-up sequences section of the user dashboard, you will be able to see all of the activity of each of your individual follow-up sequences. For example, you can see how many people were added into a certain follow-up sequence, how many people have completed a sequence or how many people are active within that sequence. You can edit the criteria of this search and set the date range of this report by clicking on the Edit Criteria/Columns link above your results section. To restart your search with new criteria click on the Start over link.
  • 35. N A V I G A T I N G I N F U S I O N S O F T 25 Orders In the orders section of the user dashboard, you will be able to see all of the activity of each of your products and subscription programs. For example, you can see the total number sold of each product or subscription and how much revenue has been generated. To sort by the number of Amount Sold or Cancellations, click on the column header for Amount Sold or Cancellations. You can also edit the criteria of this search and set the date range of this report by clicking on the Edit Criteria/Columns link above your results section. To restart your search with new criteria click on the Start over link. Email In the email section of the user dashboard, you will be able to see all of the email activity within Infusionsoft. For example, you can see how many emails were sent to a single person, in a broadcast, total sent and what your email threshold is. You can edit the criteria of this search and set the date range of this report by clicking on the Edit Criteria/Columns link above your results section. To restart your search with new criteria click on the Start over link.
  • 36. N A V I G A T I N G I N F U S I O N S O F T 26 Logged In Users The logged in users report will allow you to see each of the users that are currently logged in, and see certain information about their login session. Within the logged in users report you can see the following information: Time Logged In- the last time this user logged into the application Timeout- how long the user can be in the software without moving from page to page Idle Time- Will show the amount of time that a user has been logged in but not running any actions, adding contacts, or updating any information IP Address- the IP Address from the computer the user is logging in from. Force Logout- allows you to force a user out of the software. Task/Appt/Note Report Use the pending tasks report to show you all of the pending tasks you and other users have yet to complete within Infusionsoft. You can search for a task by looking up a user's first or last name or search for all of the pending tasks within a given date range. To run the pending tasks search, put in the criteria for your desired search, and click the Search button.
  • 37. N A V I G A T I N G I N F U S I O N S O F T 27 After clicking the search button, all appropriate tasks will be listed based on your given criteria. To go to the person record for the task click on the name in the contact column. To see the actual task details click on the link in the title column for the task you wish to see.
  • 38. N A V I G A T I N G I N F U S I O N S O F T 28 Notes
  • 39. P E O P L E A N D C O M P A N I E S 29 2 PeopleandCompanies In this chapter you will review the concepts of People and Companies, add People to Infusionsoft, and add People with Company links and attributes. People represent the individuals that you work with, market to and hope to cultivate into customers. People can be prospects, clients, vendors, competitors or personal contacts. Companies are created to display historic data, opportunities and orders for multiple People all working together at the same organization. You may decide to add the Company name just as an attribute of the Person‟s record, or you might want to create a Company entity to track multiple items about the organization as a whole. AddPeople People can be added to your Infusionsoft application in a variety of ways. Add a Person from the Menu Bar Add People using the import tools in Infusionsoft Allow People to add their own information by registering on Infusionsoft web forms posted on your website In order to take advantage of all that Infusionsoft has to offer, most people are immediately ‘tagged’ and placed into active Follow-Up Sequences once they are entered into the system, whether they have a related Company or not. Manually Add a Person 1. Click the People tab on the Menu Bar. 2. Select Add a Person. . . 3. Enter in their name (must have first and last name entered), email, address, phone number and other pertinent information. 4. Click the Save button. T O P I C S  Add People  Edit APerson‟s Data  Create Companies Join People and Companies People and Company Settings  Build it!
  • 40. D E S I G N C U S T O M I Z A T I O N 33 Quick Add Form Use the Quick Add drop-down to capture only the most important information and then select an action set. Action sets comprise a series of actions that are pre- configured will be discussed in a later chapter. Cloning Records You may create a new record by cloning an existing one. This will easily allow you to add a new person while inside another record. For example, if you would like to quickly add a new person that belongs to the same company or account as the record you are viewing, you can easily do this by cloning. 1. Search for a person in your application. 2. When you are in the record, locate the Clone button to the right of the Delete button.
  • 41. P E O P L E A N D C O M P A N I E S 34 3. Click Clone and you will see a dialog box that will warn you to save any changes to the existing record. 4. The record has not been cloned. You can make your necessary changes, then save the new contact record. EditaPerson’sData At any point in time, you can return to a person to add more information or edit existing data. Using the top set of tabs within the person‟s record, Infusionsoft allows you to track additional addresses, detailed information, general notes, and more for every person. The lower set of tabs remains constant regardless of the tab selected at the top. The lower set of tabs shows on-going activity for: Tasks – Scheduled and completed tasks, e-mail history Follow-Up Sequences – Assigned workflow/processes or series of emails, faxes, voice broadcasts, etc Opportunities – Potential sales opportunities Orders – Successful and failed order transactions
  • 42. P E O P L E A N D C O M P A N I E S 35 As orders come in, tasks are completed and follow-up sequences progress, the data is automatically updated within the lower tab set. Update a record 1. Search for a person in the Search Bar. 2. View the record. 3. Enter the following information:  Job Title  Mobile Phone  Website 4. Click the Additional Info tab and make the following changes:  Birthday  Spouse Name  Nickname  Phone3 5. Click Save to save your changes. Adding Notes to a Person Record Infusionsoft allows you to record your phone conversations, or any other in-person interaction by using date-stamped notes contained within the Person record. Exercise 1. Find a person. 2. Locate the Tasks tab on the bottom half of the record. 3. Notice the Notes section, click Add Note. Build it! Q U I C K T I P Click the Save button before moving to another tab to save new information added. Build it!
  • 43. P E O P L E A N D C O M P A N I E S 36 4. In the Note Info section, the contact's name and email are displayed. 5. Select a template from the drop-down if necessary. To create a template, you will need to create a Note Template in the Template Library. This will be discussed in chapter 4. 6. Select the type of note: call, email, appointment, fax. letter or other. You can customize your task types in Task Settings located within Misc Settings. 7. Enter the subject of the task, and all applicable notes. 8. By default the task will be assigned to you unless you select someone else from the drop-down. You may also notify another user or yourself once this note has been filled out. 9. Click Save (or Save & Add Another Note to add a second, third note etc) and your note will now be listed.
  • 44. P E O P L E A N D C O M P A N I E S 37 These notes cannot be deleted, but you can open them up and modify, if necessary. Another way to add a note: 1. Hover over People at the top of the main navigation. 2. Select Add a Note. 3. In the Note Info section, type in the name of the person you wish to add the note for, then click Search. 4. A list of close matches will display, if there are more than one. Click on the name of the person under the Use This Person column (If there are no matches, you will not have to select the person's name, it will be selected for you). In the Note Info section you will see the person you selected. Email History One of the major benefits of using Infusionsoft to send and receive email is the ability to automatically record an email history within a person's record. Each time you send or receive email from an existing record, the email and any details are recorded in the email history section of the record. This ability will assist you in managing your contact relationships and providing them with the marketing and resources they need so that you can continue to develop your relationship with them.
  • 45. P E O P L E A N D C O M P A N I E S 38 Linked People The Linked People tab allows you to track special relationships between contacts. These relationships can be personal such as friends, relatives and acquaintances. Or the relationships can be professional in nature, such as a client, vendor, attorney, consultant, or business partner. Link a person 1. Find a person in the system. 2. Click the Linked People tab. 3. Type in the name of the person and click Search. 4. Click Use This Person to link to the record. 5. Choose the Type of Link. If there is no link set, then click on Manage Link Types to add your link type. 6. Find the person in the search results and click their name. 7. Click the Save Link button. CreatingCompanies Companies allow multiple people to be tracked as a company unit. Use companies to track history, opportunities, and orders, at the business level. People can be converted to Companies Companies must be linked to at least one Person record Multiple people can be linked to the same Companies Build it!
  • 46. P E O P L E A N D C O M P A N I E S 39 People can be added or linked at any time to a Company Companies are not separate record entities You may create a Company record during import Add a Company 1. From the menu bar, choose Companies > Add a Company. 2. Enter at least the name of the Company. 3. Click the Save and Add a Person to this Company button. 4. View the new Company record. 5. Familiarize yourself with the People, Tag and Other tabs. Use the People Tab to add more people to this company. Converting People to Companies It‟s easy to generate Companies from existing People records. When viewing an existing person, select Convert To Company in the Select an Action drop-down. This tool is most useful for single contacts that have grown into a larger customer account. Covert a Person to a Company 1. Find a person in the system that has their company name populated in the Company field. 2. From the Select an Action drop down on the person record, select the Add a Company for this Person option. Build it! Build it!
  • 47. P E O P L E A N D C O M P A N I E S 40 3. Note that the Company name has changed to a hyperlink. Click the hyperlink to view the Company record. 4. Click the People tab to view the record under the company. 5. Click the Add Company Person button to assign another person. 6. Enter the following information:  First Name  Last Name  Job Title  Email 7. Click the Save and View Company button to view the company record. 8. Click the Save and Add a Person to this Company button.
  • 48. P E O P L E A N D C O M P A N I E S 41 JoinPeopleandCompanies New and existing people can be added to Companies at any point in time. From the person‟s record, choose the Search option to find the Company name and create a link. Or go to the People tab for the Company and add the person there. Add a Person to a Company Record 1. Click the Add Company Person button on the People tab. 2. Enter at least the First and Last Name. 3. Click the Save and View Company button. 4. Click back to the Person tab and notice the new person added. PersonandCompanySettings Within Person and Company Settings, you will be able to customize the drop-down fields for the Person and Company records and set default fields for the Quick- Add-New Person form. You will also be able set up categories for all of the tags in your application. Here are the different settings for People and Companies: Company Minimum Account # Length - Every time that you create a company within Infusionsoft, a unique number is assigned. You may set the minimum length of this number in this field. People Drop-down types and Address Labels - Each Person record contains drop-down fields and address labels. Use the boxes provided in this section to customize the options in those drop-down fields. You have the option to customize: 1. People Types -Enter in the different types of people that you deal with on a daily basis. 2. Titles - Type in the appropriate titles used to address people of different marital statuses. Build it!
  • 49. P E O P L E A N D C O M P A N I E S 42 3. Suffixes - Type in the common suffixes, i.e. Jr, PhD, etc. 4. Phone/Fax Types - Type in the different phone and fax types (business, home, Cell, Mobile, etc) 5. Address Labels - Type in the labels for address 1, 2 and 3. Client Login Disable Contact Edit in Client Login? - Your Infusionsoft application contains a Client Login that allows your customers to log in and edit basic info. If you use the Shopping Cart, the look and feel you have set for your cart will apply to the Client Login page as well. If you select Yes, your customers will not be able to edit or add upon login. To access your client log in page: https://yourappname.infusionsoft.com/ClientLogin Adding People Default Add-New-Person Form - You are able to manually add a person into Infusionsoft by way of the Quick-Add-New Person form, or a Response form. You can select a default method by choosing an option from this drop-down. The list consists of all Response Forms, as well as the Standard and Quick form. Quick-Add Fields - If you use the Quick Add form, highlight the most needed field. You may want to capture name, address, email and phone. Company name may not be relevant, so you can pick and choose what information is most important. To highlight multiple fields hold the Ctrl button and click on your fields. Tag Categories Create categories for the different tags that you use within Infusionsoft. It is a good idea to use categories if you have many tags to keep everything organized.
  • 50. P E O P L E A N D C O M P A N I E S 43 Notes
  • 51. T A S K S 45 3 Tasks In this chapter you will schedule tasks and appointments, complete activities and view the calendar. CreateTasks Use the Infusionsoft task list to remind yourself or other people of important items that need to be completed. Tasks may or may not have a set time, while Appointments generally occur on specific dates at set times. Use Tasks to remind yourself to make a follow up call, send an e-mail, or make a run to the cleaners. Tasks type includes: Call E-Mail Appointment Fax Letter Other Notifications can also be included as part of a Task. Users included in a Notification receive an e-mail as soon as the Task is scheduled. When Tasks and Appointments are completed, they move from the calendar and Task List to the Notes section in the person‟s record. View Pending Tasks 1. Find a person. 2. Click the Tasks tab if necessary. 3. Note the section contains future scheduled activities and activities that have yet to be completed. T O P I C S Create Tasks Using the Day View Recurring Tasks Task Settings  Build it!
  • 52. T A S K S 46 4. The Notes section includes all completed Tasks, Appointments, and note history. Create a Task 1. Find a person in the system 2. Click the Tasks tab if necessary. 3. Click the Add Task button. Build it!
  • 53. T A S K S 47 4. Click Save. 5. View the Call in the Pending Task section. UsingtheDayView The Day View provides a Calendar view as well as a Task List to work from. Upcoming Appointments will be displayed on the calendar, while Tasks will appear as a list of items. Both Appointment and Tasks can be scheduled and completed from the Day view. Set Appointments Appointments generally have times associated with them and can be scheduled directly on the calendar. Exercise Schedule an appointment for the next Friday at 6pm. Include a reminder. 1. Go to the calendar on the Home page (if you are in Day View). 2. Click on the „Go to a different day’ hyperlink. 3. Click on next Friday. 4. Click the 6:00 section in the calendar and select Add new Appointment. 5. Enter the following information:  Description: sum up the appointment  Notes: the purpose of the meeting, and any other notes  Appt End:  Reminder Time: 6. Click Save. 7. View the Calendar. Unlike activities in Outlook, tasks are marked as complete when finished. Tasks then move from the Pending section to Notes. Build it! Note the date change in the upper left corner.
  • 54. T A S K S 48 New Tasks Tasks generally do not have times associated with them, although like Appointments, they can have time and reminders associated with them. Schedule a task with notification Schedule a task to follow up with a customer after meeting with them. 1. Click the New Task button. 2. Enter the following information:  Action Description: a short summary of the task  Notes: Action Date: this is the date that the task will show up on the user‟s home page  Completion Date: enter in a date when the task is finished  Creation Notes: enter detailed notes about the encounter  Action Type: designate the type of task, i.e. call  Priority: set a priority  Start Date: enter a date the work on the task starts (always earlier than Action Date) Build it! Q U I C K T I P  Scheduling from My User Home will automatically add the user as the person on the Task or Appointment.
  • 55. T A S K S 49 3. Click Save. 4. View the Task List. RecurringTasks Tasks and Appointments can also be set to repeat on a certain schedule. Recurring Tasks can be used to schedule quarterly follow-ups with customers or to block weekly meetings out of a user‟s calendar. Create a task 1. Find a person. 2. Click the Tasks tab if necessary. 3. Click the Add Task button. 4. Enter the following information:  Description  Notes  Action Type  Start Date 5. Click the Recurring tab at the top of the Task window. Build it!
  • 56. T A S K S 50 6. Choose Monthly. 7. Set the Task to recur on the first Friday of every 3 month(s). 8. View the End By date. Click Save. View the Tasks/Appts/Notes tab. Note that the activities start from your selected start date. Task/AppointmentSettings Within Task/Appointment Settings, you will be able to customize your task types, create custom fields, and define labels for the Person records. You may find the Task Settings by hovering over Setup, then selecting Misc Settings. Click on Task Settings on the left navigation menu. Here are the settings you can customize: Task/Apt Type Options –Type in the different types of tasks you will be completing. Newest History at top –Selecting Yes will take the most recent tasks and add them to the top of the completed task list in the Person record. Auto-Share Linked Contact/Opportunity w/User –You are able to create a task within a Person or Opportunity record and assign it to a different user. If that user does not have permission to view the person‟s record, you can allow access by selecting the Yes option. If you edit the series after one of the tasks has been changed, the entire series will reflect the new update.
  • 57. T A S K S 51 Notes
  • 58. T E M P L A T E S A N D E - M A I L 53 4 TemplatesandE-Mail In this chapter you will learn how to send a simple email from the Person record, as well as a broadcast to multiple recipients. You will also create Templates to use for repeatable e-mails, letters and follow-up sequence steps. SendanE-Mail Infusionsoft allows each user to connect multiple POP accounts to his or her profile. Simple e-mails to a prospect or customer can be generated with a single click. Send an email from the person’s record 1. Find a person in the system 2. Click the envelope to generate an e-mail. 3. Type in a Subject. 4. Type your message in the body of the email. T O P I C S  Send an E-Mail  Understanding Opt-In/Opt-Out  Email Statuses  Send E-Mail Using Templates  Create a New Template  Merge Fields  Send a Broadcast Other Templates Template Settings  Build it!
  • 59. T E M P L A T E S A N D E - M A I L 54 5. Click Send. 6. View the Recent E-Mail History on the Tasks tab. UnderstandingOpt-In/Opt-Out Due to the increasing amount of spam e-mail that individuals receive daily, ISPs continue to find new ways to eliminate possible offenders. Many times however, the tools used by ISPs can incorrectly mark e-mail as spam regardless of the fact that an individual requested or “opted in” to receive messages from your company. Infusionsoft provides many tools to help manage whether people have opted-in or out of marketing efforts. With the ever rising importance of e-mail privacy laws, opt- in / opt-out management is essential to the success of marketing. The Infusionsoft tools ensure marketing messages get a high level of deliverability. Double Opt-In A person is considered „single opted-in‟ when he or she initially provides you with his or her e-mail address. A person is considered „double opted-in‟ if he or she confirms the e-mail address by clicking on a link sent in a system generated or manually generated e-mail. Using double opt-in e-mail marketing tools eliminates the possibility of e-mail being labeled as spam and having messages go undelivered. Built in tools ensure that future people are double opted-in, and can move existing and third-party lists to a double opt-in status. Opt-In Templates A double opt-in template is included in every Infusionsoft application. Custom double opt-in e-mail templates can be created to use in follow-up sequences, in response to web forms, and/or for users to send manually.
  • 60. T E M P L A T E S A N D E - M A I L 55 Create an email template containing a double-opt in link 1. From the menu bar, choose Setup > Templates. 2. Click the Add a Template drop down and select E-Mail. 3. Enter the following information:  Template name  E-mail Type  From Email address  Subject  Body 4. Leave an additional return in the Body of the template. 5. Click the Open Merge Window button. 6. Click the Misc. tab. 7. Click Insert to insert the Default Opt-In link. 8. Click the X to close the window. 9. View the new Opt-In link code. Click Save. Build it!
  • 61. T E M P L A T E S A N D E - M A I L 56 If you selected “HTML & Text” as your email type, the body of the e-mail needs to be copied and pasted from the text version into the HTML version. Creating Your Own Double Opt-In Links 1. Place your cursor in the appropriate area of your template body and click the Open Merge Window button. 2. Select the Misc tab, and locate the header for Double Opt-In Links. Click Create Opt-In to create a new link or click insert next to the appropriate link. 3. If creating a new link, name the link. 4. Use the HTML tools to edit the link blurb. The link blurb will appear before the actual link. You can use it to give your contacts additional information or to serve as a preface to the link. Build it!
  • 62. T E M P L A T E S A N D E - M A I L 57 5. If you would like your double opt-in link to appear as specific text, type it in the Link Text field. If you leave this field blank, the double opt-in link will appear with the actual URL of the link. 6. Create a text link blurb to preface your double opt-in link on text emails. Text emails containing double opt-in links will always show the actual URL of the link. (Note: Be sure to complete the information in both the text and HTML link sections so that your link will function correctly in both circumstances.) 7. Click on the Double Opt-In Page Appearance tab. 8. If you would like to use a merge field other than your company name, type the merge field information in the Merge Field for Opt-Out Header box. 9. Select the preferred Header Color. You have the choice of either a black background with white text or black text with a white background: Black Background, White Text
  • 63. T E M P L A T E S A N D E - M A I L 58 White Background, Black Text 10. Use the HTML tools to design the success page content. 11. Click on the Actions tab and add the appropriate actions and click Save. 12. Insert the link in the appropriate place in your template. You can also create your double opt-in links from Marketing Settings. Hover over Setup, select Misc Settings and then select Marketing Settings. Click the Links tab and follow the directions above. Opt-Out Links/Update Links Opt-Out Links allow you to effectively manage the contacts that do not want to receive your email correspondence. CAN SPAM Legislation require opt-out links be included in all emails that are sent to your prospects or clients. Infusionsoft allows you to create custom opt-out links that allow your clients or prospects to opt out of certain marketing follow-up sequences, while remaining opted in to others. If you do not create and send your own custom opt-out links, Infusionsoft will always automatically insert an opt-out link into the bottom of your emails. Create an Opt-out/Update Link 1. Hover over Setup and select Misc Settings (you may also create a link from inside an email template by clicking on Open Merge Window, then selecting the Misc tab). 2. Select Marketing Setting from the left navigation. 3. Click on the Links tab. 4. Click Create Update/Opt-Out. Build it!
  • 64. T E M P L A T E S A N D E - M A I L 59 5. Enter in a name for the Opt-out link. 6. Select the type of Opt-out from the drop-down: Opt-out-allows prospects to opt-out of all marketing or just the current sequence Update -allows prospect to update contact information only Opt-out & Update -allows the prospect to either update their contact information or opt-out completely 7. In the HTML Email Display, type in a blurb and if needed the link text (if you leave the link text box blank, the actual link will appear instead).
  • 65. T E M P L A T E S A N D E - M A I L 60 8. In the Text Email Display type in directions, instructing to click the link that appears below the text. 9. For the Opt-Out page Display Information, you have the option to give the prospect/customer a choice. They may either opt-out of all marketing, or choose a specific option that you give them. 10. Go back up to the top and then configure your Actions. 11. Click Save. EmailStatuesandPermission Within every Person record, you will notice a small envelope located next to the email address. It may be red, yellow, purple, or orange and have a letter. What does all of this mean?
  • 66. T E M P L A T E S A N D E - M A I L 61 Every email you send through your Infusionsoft application is tracked and documented as a single opt-in, double opt-in, bounce, invalid, etc. You must also specify that you have permission to email each and every person in your application. Let's take a look at a few examples: Non-marketable When adding a person into Infusionsoft, manually or by import, you must confirm you have permission to email. Non-marketable does not mean you cannot mail letters or flyers, you can still do this. Infusionsoft will not send emails to any addresses that have a status of Non-marketable. However, you can send an individual email directly from the person‟s record. Non-marketable status is designated with a blue "N". Confirm Email Marketing Permission To confirm you have permission and to provide a legitimate reason: 1. Click Manage Email Status. 2. Click the link to indicate that you have permission to market to this address. Build it!
  • 67. T E M P L A T E S A N D E - M A I L 62 3. Check the box I have permission to market to this address. If you are unsure of the criteria for permission, click on the Permission link and another pop-up will appear with a specific criteria list. 4. Type in the reason you have permission. Example: "I received permission to sending email marketing materials to this contact over the phone. They requested I add them to our monthly e-newsletter". 5. Click Save. Single Opt-In Once you have confirmed permission to send email marketing, you will see a new status of Single Opt-in. This status also means a prospect or client filled out a web form on your site. Single Opt-in status is designated by a yellow envelope and the number "1".
  • 68. T E M P L A T E S A N D E - M A I L 63 Double Opt-in Double Opt-in status is designated by a green envelope with the number "2". Opt-Out In accordance with the CAN SPAM Act of 2003 every single email you send to a customer or prospect must contain an "Unsubscribe" option, or a way to opt of your email marketing. Infusionsoft allows you to create your own links and in the event that you forget to include one in, the default system opt-out link will appear. Opt-out status is designated by a red envelope and the letter "X". Invalid Email To prevent Internet spammers from giving you bad information through your web forms, Infusionsoft prevents any outgoing email sent to invalid email addresses. Invalid email status is designated by a purple envelope and the letter "I". Hard/Soft Bounce When an email bounces, it means that either the intended recipient's email account is no longer valid (hard bounce) or is temporarily full (soft bounce).
  • 69. T E M P L A T E S A N D E - M A I L 64 SendingE-mailUsingTemplates Once a template is created, it can be attached to Follow-Up Sequences, Web Forms or used to send an individual e-mail. Individual e-mails can be launched directly from the Person‟s record. Use a template to send an email 1. Return to your Person record. 2. Click the envelope next to your e-mail address. 3. On the menu bar, click the Template button. 4. Select any template with a double opt-in link and make changes if necessary. 5. Click Send. 6. View the e-mail in your account if possible. 7. Click the Opt-In link from your e-mail, and return to Infusionsoft. 8. Refresh to see the Opt-In status change. CreateaNewTemplate Create templates to increase efficiency when repeating the same action over and over again in Infusionsoft. The following types of templates can be created: E-mail – E-mail templates can be used to automate the step of a follow-up sequence, or to send many e-mails to a tagged group for a single or repeatable occasion. Fax - Fax templates allow you to send documents to your contacts if they have provided you with a fax number.
  • 70. T E M P L A T E S A N D E - M A I L 65 Fulfillment List - Fulfillment Lists are used to provide details to a specific person or organization for the fulfillment of items which require manual work such as mailing a birthday card or shipping a product. Letter – Create letter templates to merge and print multiple letters directly from Microsoft Word. Appointment – Create a template that will add an appointment to a user‟s calendar. Queued Fulfillment List – A queued fulfillment list is similar to a regular fulfillment list except that the fulfillment list continues to queue with new additions to the list until the fulfillment list is completed. Task - Tasks allow you to give specific assignments to users. A task tells a user that he or she has a manual assignment with a specific due date. Voice Broadcast - Voice Broadcasts allow you to deliver messages right to your contact's phone. Record messages that will be broadcast via telephone as part of a follow-up sequence. Note –Create Note templates to help automate recurring activities. MergeFields With Merge Fields you are able to personalize messages that are sent to groups of contacts. Traditional marketing is difficult to do on a large scale in many businesses because the messages you send to your consumers are not personalized. Merge fields eliminate the need for to address contacts with the impersonal "Dear Friend" greeting. You can use Merge Fields to include information from a person's record in your copy. For example, an email previously addressed with "Dear Friend" can now become "Hello Bob" or "Dear Sally." Merge fields can be used in the following templates in Infusionsoft: Email Tasks Letters Appointments Create an email template 1. From the menu bar, choose Setup > Templates. 2. Click the Add a Template drop down and select Email. 3. Enter the following information:  Title: give the template a specific name so you can easily find it later  Public/Private: a private template can only be viewed by the creator Build it!
  • 71. T E M P L A T E S A N D E - M A I L 66 4. Enter the To and From information: Name: you may type in your business name (optional) Email: you must include a valid email address To: by default the email will be sent to the main email address in the person‟s record Add Cc/Bcc: to enter a Cc/Bcc click on the corresponding links 5. Select your email type: Plain Text: text without images or formatting HTML: include images, change fonts, colors, etc. HTML & Text: create a text and HTML version to ensure that your email will be sent (some email clients do not accept images within emails; text only) to the appropriate recipient 6. Merge type refers to the information you can merge into an email template. Contact allows you to merge information from any field in the Person record. You may also merge credit card information (Order Triggers) and fields from Opportunity records (if sending a broadcast from an Opportunity search). 7. Enter in your subject and click in the Template Body to construct your email. To personalize the email, begin with a salutation of “Hello” or “Dear”, etc. 8. Type in a space after your salutation and click the Open Merge Window button. 9. Add the First Name field. 10. Finish writing your email.
  • 72. T E M P L A T E S A N D E - M A I L 67 11. You may add attachments to the email, and they must not exceed 100kb. It is recommended that if you need to send files, host your files on your website and include links to those documents. 12. Save the template. 13. Type in at least one email address in the Send a test to field and click Save & Send Test. It is recommended that you enter in your email address so you can see what the email will look like. SendaBroadcasttoMultipleRecipients Sending broadcast emails allow you communicate your message to a group of tagged contacts on your own time. You can schedule the emails ahead of time, or send them at your convenience. If you prefer instead to create a series of emails to be used repeatedly, you will want to create a follow-up sequence, which will be discussed in a later chapter. The CAN-SPAM Act requires all commercial email to include the sender's valid physical postal address, among additional behavior requirements. Infusionsoft clients are expected to maintain a current mailing address, which will be included on all broadcast, follow-up sequence and marketing messages that you send to people. Mailing Address Compliance To ensure your address is correctly entered, perform the following steps: 1. Move your cursor over Setup and click Misc. Settings. 2. Click the Template Settings Tab, located on the left side. 3. Click the Email tab, located along the top.
  • 73. T E M P L A T E S A N D E - M A I L 68 4. Within the Address Block section, confirm that your address is present. If not, you MUST enter in your business address. Company name is optional. 5. You may choose a multi-line or one-line layout to display your address: Multi-Line example One-Line example
  • 74. T E M P L A T E S A N D E - M A I L 69 6. Click the Save button, located along the bottom of the page. Sending a Broadcast Send a broadcast to multiple recipients. We recommend you send yourself a test email, before sending to actual people. 1. Hover over People and select Send a Broadcast (Email, Fax, etc). 2. Select Email from the list of icons. 3. Select your recipients. Select a saved search or search for a new group of people. These are people who have agreed to receive communication from you. You may not purchase lists or send to contacts that have opted out of any marketing. 4. Click the Preview link to see all of your recipients. A new window with your recipients will open up for your review. Once you are satisfied with the intended contacts, click Next. 5. Compose your email or select a template.
  • 75. T E M P L A T E S A N D E - M A I L 70 6. If you choose a template, make sure you select it by clicking the Use This link. Also choose from a list of drafts or sent items. 7. You can edit the email if preferred, or simply click Next (if you'd like to go back a step, click Back). Also you may save your work for a later time by clicking Save Draft. You may choose to send a Text, HTML or BOTH a Text & HTML email. If you
  • 76. T E M P L A T E S A N D E - M A I L 71 decide to send both an HTML & Text email, you will need to compose each separately. Each version will appear on this page for you to review and edit. 8. You may also send a test to yourself. Testing is not required, but it is recommended. 9. Next you MUST agree to and read the Infusionsoft Acceptable Use Policy. This is mandatory, and must be checked. By checking this box you are agreeing that your contacts are legitimate and wish to receive communication from you. 10. You must also check the box that states you have permission to email the selected recipients. This is also mandatory, and if you are not sure what is meant by "Permission:  This email address was not purchased, rented, borrowed, or harvested.  This is not an old, non-responsive email from another list.  I can show proof of consent to receive marketing for this email address.  I have recently - as in, the last few months - contacted this person.  They are expecting the content I intend to send.  I have let them know how frequently I will be emailing them.  I trust that they provided me with correct information. (offline sign-up forms that require email addresses are often faked or entered incorrectly) 11. Keep track of who opens this emails by selecting Track opens. You can find this tracking information in the Email Batch Status report. This only applies to HTML- type emails. 12. You may choose a date and time (EST) you wish the broadcast to start. If this is left blank, the broadcast will process within two hours. 13. If you would like to send a copy of the broadcast to yourself or anyone else, enter the email address. 14. Send yourself a receipt when the broadcast is successfully sent. By default, the email address you entered in your My Profile page will appear here.
  • 77. T E M P L A T E S A N D E - M A I L 72 15. When finished with the above, click Done. 16. You will then be taken to a page that shows the progress of the broadcast, and then you will see a finished page. 17. You'll notice above there are a couple of tasks you can do once the broadcast is finished. Email Batch Status Report -this is the report that will show you the opened rates (ONLY if the email type is HTML). Save the broadcast as a new template -the email just sent can be used as a template to use for later. OtherTemplates You may create different types of templates to use to automate business processes, work flow, and follow up. Letter Templates Letter templates allow you easily merge contact information into a Word document. Use letter templates for basic mail-merge functions as well as label generation. Create a letter template 1. Hover over Setup and select Template Library. 2. Select Letter from the Add a Template drop-down. 3. Enter in a Title for the template. 4. Decide whether or not to share this template with other users by selecting Public or Private in the drop-down. 5. Decide from where you want to merge information. You have three options:  Contact-merge information from the Person record  Credit Card-merge credit card information  Opportunity-merge information from the Opportunity Record Build it!
  • 78. T E M P L A T E S A N D E - M A I L 73 6. To merge data into the body of the letter, click Open Merge Window. 7. The example below has merged name and address: 8. Click the Edit tab to compose your letter. 9. If you prefer to use HTML, click the Source tab. 10. In Processing Information, select Yes if you wish to print labels with this letter. 11. Choose the user responsible for processing jobs containing this letter. 12. Configure the reminder email, which will be sent to the user letting them know they have a job to complete in Infusionsoft. 13. Click Save.
  • 79. T E M P L A T E S A N D E - M A I L 74 Once you have letter templates set, you can print them from a search and/or insert them into follow-up sequences. To process a letter job from the homepage: 1. Log into your Infusionsoft application. 2. If you or your users have a job to process, the letter task will appear on the right hand side of the page (if using Day or Agenda view) or if you are using the Customizable Home page, you will see a message or the Fulfillment box. Day or Agenda View Customizable Home Page With either view, you will see the type of job, status, name of the template and the number of letters to print. In the image above, there are 598 "Copy of New Customer Welcome" letters to print. 3. Click Continue to start printing. 4. A dialog box will appear giving brief instructions. 5. Click Open Merged Letter. 6. Open the letter in Word. 7. Now you will see separate letters for each contact. In our example, 598 separate letters will open up in Word, customized with each contact's information. 8. Print your letters. 9. If you wish to print labels, click Print Labels.