CRM

 

Add a Contact

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Quick View

The Quick View of the contact record is an easily accessed, customizable display of your contact’s most important data fields at a glance. When searching an individual contact inside Infusionsoft, that record will initially display in the quick view format. Click the “Actions” button in the upper left hand corner for a drop-down menu of actions like “Adding or removing a tag”, “deleting this contact’, or “sending this contact a broadcast”. Click the “Edit Fields” button to add fields from the full contact record to this quick view. When you hover over the fields in the Quick view, a pencil icon populates to the right of the field values. Click the pencil icon to edit any of the fields in the quick view window. The icons along the bottom of the quick view provide access to the different sections of the contact record. -Click the “Note” tab to add a note to this contact record, and view most recent note history. -Click the “Tasks” tab to view upcoming and completed tasks for this specific contact. Create a new task for this contact by pushing the green “add task” button. -Click the “Appointments” tab to view upcoming and completed appointments. Click the green “add appointment” button, to create a new appointment for this contact on your Infusionsoft calendar. -Click the “emails” tab to view the most recent email history for this contact. This includes the date sent, the status of the email, the subject line, and the User who sent the email. This history includes any email sent to this contact using your Infusionsoft application. If you are using the Gmail or Outlook sync, the emails you send using either of those platforms to this contact, will also be displayed here in the email history. -Click the “Quotes and Orders” tab to view the most recent quotes and orders for this contact. Click the green “add a quote” button to create and send a quote or the “add an order” button on the right hand side to create a new order and send an invoice. -Click the “tags” tab to view the tags that have been applied to this contact and the date applied. Click the green “Apply Tags” button to add Tags to this contact. To remove a tag, click the “X” to the far right of the tag to be removed. - Click the “Internal forms” tab to view a history of forms filled out by, or on behalf of, this contact. This includes ‘internal forms”, “web forms”, and “Landing pages” created using your Infusionsoft application. Access any of your internal use forms by typing the name of the form in the internal forms field. Click the green “fill out form” button to populate the desired form. Fill in the field values and click “save” to add that information to the contact record. Internal forms are built in the campaign builder area of your Infusionsoft application. - Click the “Campaign's” tab to access automation activity involving this specific contact. This includes “Active Sequences”, “Recent Campaign history”, and “Upcoming Campaign Items”. Click the “Remove” button in the “Active sequences” section to remove this contact from active sequences. To add this contact to an automated workflow, click the “add to sequence” button in the upper right hand corner. A drop-down of any automated workflows you have created and published in the campaign Builder will appear. Choose the desired sequence and click the green “Add” button. - Click the “Opportunities” tab to display any opportunities, (or active deal records) you have attached to this contact. The opportunity name, sales pipeline stage, and next action date is displayed. Click the opportunity name in blue to open an opportunity record. Click the green “Add Opportunity” button in the upper right-hand corner to create a new opportunity record for this contact. - Click the “Scored and recent activity” tab to display the most recent activity that has contributed to this contacts lead score. Lead score is also displayed to the right of the contact name in the form of little orange flames.

 

Full View

To access the Contact record full view, search the contact using the “quick search” tool in the navigation bar at the top right of the screen, then click the contacts name in the upper left-hand corner of the quick view window. The contact information tabs are visible below the contacts name in the upper left-hand corner. The contact record populates with the General tab opened. The “General” tab contains the “General contact information”, “Business address”, “Account Summary”, “phone”, “email”, and “Social media information”. Included in these fields is a drop down to assign an owner to this contact record. In this case, Eric Thompson is the user that owns this contact record. The “general tab”, the “address” tab, the “Additional info” Tab, “Person notes”, “Tag”, “Linked Contacts”, and the “Access Privileges” tab are a standard part of the contact record. Any custom tabs that have been created will be displayed between the “Person Notes” and “Tag” tabs. All these tabs hold general and custom fields for the contact record . - Click the “Tag” tab to view all of the tags applied to this contact record. - Click the “linked contacts” tab to view any contacts that have been linked to the current contact displayed. Open any of the linked contacts by clicking the name of the linked contact. To link a contact, search the contact name to be linked in the lower left-hand corner under the header “create linked contact”. Choose the relationship of the contact you are linking by clicking the “type of Link” drop down. Click the button “Manage link types” to add or delete a link type. In this example I have linked a contact with the relationship of “spouse” to the current contact displayed. -Click the “Access privileges” tab to edit user access to this specific contact record. For example, if the owner, “Eric Thompson” wants to grant access to other users for this contact record, he will choose the user he wants from the drop down, select their permission level, and click add. -It is important to note that if you make any changes to any field values on the contact record, you will need to click the green save button in the lower left corner to save those changes. Below the save button is another set of tabs that are similar in functionality to the tabs on the quick view record. Notable differences are “Referral Partner Tracking” which tracks any Affiliates attached to this contact, The “Web Profile” tab which tracks visits to web pages that contain your Infusionsoft tracking link , and the “file box” for uploading and keeping files on the individual contact record. There is no limit to how many files you can keep on the contact record, but the file size limit is 10 MB per file.

 

Search Contacts

Searching Contacts is easy and intuitive inside your Infusionsoft application. Search for an individual contact record by using the “Quick Search” in the navigation bar. In the “Find a contact box”, start typing the contact’s first name, last name, email address, or phone number. The contact record will populate in the dropdown. Select the correct name to access the contact record. To do an advanced search for a single contact, or a group of contacts by commonality, Hover over the navigation icon and under the CRM section, click “Contacts”. The tabs across the top of the “Contacts” section hold all of the search criteria. The “Search” tab holds the most commonly used search criteria including “name”, “company”, “Email”, “Lead score” and “Tags”. The Tabs labeled “General”, “Address”, “Phone/email”, and “Custom Fields” provide access to general and custom fields and the “Miscellaneous Criteria” tab provides a list of other search and sorting options. The Columns tab provides customization as to the Contact fields displayed in your search results. Select desired fields from the “Available fields” box, and click the double Chevrons to add those field to the “Custom columns” box on the left side. Use the up and down chevrons to re-order the selected fields. The fields in the custom columns box are the fields that will display in your search results in the order that you place them. To complete your search, click the green “Search” button in the lower left corner. The following page displays your search results. As an example, I’m going to search for every contact in my database with the Tag “newsletter subscriber”. As I start typing the name of the tag in the “Tags” field, the tag populates in the dropdown and I click on the Tag to add it to my search criteria. I’ll now click “search” to view my results. My search results are displayed in an interactive view which allows me to edit any of the contact fields by hovering over that field and clicking the pencil Icon. The search results can be changed to a spreadsheet style view by clicking the “Grid view” icon (represented by three virticle parallel lines) in the upper right hand corner. From the buttons in the top left of the “Contacts” screen you have the option to: “Print”, “Save this search for future use”, “Edit search criteria or change the fields displayed in this search”, “Create a new search”, or “run action” on this list of contacts. To run an “Action”, first click the “select all” in the upper left corner, or click the select box for individual contacts to be part of your action. Click the “Actions” drop down to select from the list of options. In this example, my search criteria is my “newsletter subscriber” tag which I apply to every contact that joins my newsletter list. The search results show 27 contacts with this tag. I will click the “select all” and then click the “Actions” drop down. It’s time to send my newsletter subscriber list my weekly marketing email, so I’ll click “Send a Broadcast” from the “Actions” dropdown. The “Email Broadcast” builder populates, I’ll click “Get Started”, select an email template, and in the recipient field is my of 27 contacts from my search.

 

Saved Search

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Saved Search Widget

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Custom Fields

Every business is different, and the information you gather from your contacts is unique to your business. Adding custom fields allows you to configure your records inside Infusionsoft to best suit your needs Up to 100 Custom fields can be added to all of the different record types inside Infusionsoft. This includes “contact records”, “company records”, “task and appointment” records, “Order records”, “Referral partner” records, and “Opportunity” records. We will use the contact record for this example. To create Custom Fields, Hover over the Navigation icon and then click “settings” under the “Admin” section of the application. Click “General” under “Application settings” on the left hand side of the screen. Your “Custom fields” settings will be at the top of that page. Click the drop-down for “set up custom fields” To choose the record type and click the “Go” button to the right of that field. For this example, I’ll choose the contact record. Click the drop-down on the left hand side to create a Tab, Header, or a Field. I’m choosing “Field”. Click the “Add” button to access the drop down options for adding your field. Fill in the name of your field and click the dropdown next to “Type” to choose the type of field you are creating. There are 24 different field types to choose from, I will choose “Text”. Next click “Show Advanced Options” to choose a Tab and a Header for this new field. The Tab I'm choosing is named “Custom Tab Example”, and the Header I'm choosing is named “My Custom Fields”. Click “Save this field” to finish. Scroll down the page to find the new field at the bottom of the list under the previously assigned Tab and Header. Use the up and down arrows to reorder the fields. The new field is now accessible from the full view of a contact record. For this example, my new field is visible under the tab named “Custom Tab Example”.

 

Create a Company

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Company Overview

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Assign Contacts to Company

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Create a Tag

Tags are used to Organize and group your contact records inside Infusionsoft. By using Tags, you can filter your contacts, create customized segmentations and lists, and track the metrics of your custom segments over time. From the “quick view” of a contact record, click the “Tags” tab to view the tags applied to this contact. To apply a tag to this contact record click the green “Apply Tags” button, and in the “please select” box, start typing the name of the desired tag. If that tag has already been created, it will populate in the dropdown as you type. Select the desired tag from the dropdown list, and click the green “Apply” button. If the tag has not been created yet, type the full name of the tag in the “please select” field and click the green “create” button. The newly added tag will populate at the top of the “Tags” list. You can also create Tag Categories to better organize your Tags in the system. For example, when I get a new lead, I tag them based on the product or service they are interested in. I would have a “Category” for these tags called “Product Tags”. To create Tags and Tag categories inside your Infusionsoft application, hover over the navigation icon, and under the “CRM” section, click “Settings”. From the left hand menu under “Contact and Company settings”, click “Tag Categories”. For an example, I am a Fitness Trainer and when I collect leads I like to categorize them based on their primary fitness interest. This will help me send them marketing materials that are targeted to their individual interests. The category I'm going to create to organize these tags will be called “Primary Fitness Interest”. With the tag categories screen open, on the right hand side click the button “Add Tag Categories”. Type in the category name, and also a description of this category in the fields provided. When complete, click the green “Save” button. The new category will display at the bottom of your category list. To add tags to this category, click “Settings” on the upper right hand corner of the sub navigation quick links bar. On the left hand menu, under contact and Company settings, click tags. Click the green “Add Tag” button on the right-hand side. Type the name of the tag you are adding in the “tag name” box. If you are adding multiple tags, separate each tag name with a comma. Select the tag category from the “Category” drop down and add a description of the tag in the description box. Click the green “Add a Tag” button in the lower left hand corner. The new Tags are now accessible on your tag list, and from the drop down in the tag section of the contact record.

 

Lead Score

Automatic lead scoring is an objective way of assessing a prospect's level of Interest, based on their engagement with your outreach. The contact’s lead score is visible on the Quick view of a contact record, immediately to the right of the contact’s name. Lead score is displayed in the form of little orange flames. Click the “Scored and Recent Activity” tab on the contact record to view the most recent activity that has contributed to this contact’s lead score. To Set lead score criteria, hover over the Navigation icon on the upper left hand corner of the navigation bar. Click “Settings” under CRM. Click “Scores” under the “Contact and Company Settings” header on the left hand side of the page. The “Edit Scores” page will open. Under “Name and Status”, name your lead scoring system, and toggle the lead scoring function on. Next, set the point value for your flames. For this example I want my contacts to receive an additional flame on their contact record whenever they achieve two additional lead score points. To accomplish this, my settings reflect that 10 points will equal five flames. Create the lead score criteria under the “rules” section below. A contact’s lead score will automatically increase by the point value established, when any of these criteria are achieved. Lead score can be applied or subtracted when specific tags are applied to a contact record. For example, when the Tag “Newsletter Subscriber” is added to a contact record, the contact’s lead score will increase by two points. Lead score can also be applied when an activity is achieved like an email unsubscribe, Opening an email, filling out a web form, or landing page, Or clicking a link in one of the emails sent using the Infusionsoft application. Adjust the point total for each rule and set an expiration limit for the points added by these rules to the contact record. Using the “points expiration” feature ensures that a contact’s lead score is a current and accurate representation of their interest and engagement. Click the green “Save” button in the lower left hand corner to save your changes.

 

Quotes

You can create and send quotes directly from the contact record inside your Infusionsoft application. To access the “Quote Builder” open the “Quick View” of the contact record and click the “orders” Tab. To create a new quote, click the green “Add a Quote” button in the upper right hand corner. Under the “Product” section on the left, start typing the name of the product you want to add to this quote. The product will populate in a drop-down just below this field. Click the desired product, choose the payment plan and click “OK” to add this product to your quote. The product name, short description, and price will auto populate the quote fields. Click the shaded “Add Product” tab just below the previously added product to add more products to this quote. The product price, quantity, Shipping and Discount are all editable fields. The “Shipping” field draws data from “Shipping options” that are configured in the “eCommerce set up” section of your application. Configure your shipping options prior to creating your quote. *It is important to note that the product field in the quote builder is drawing information from your product list in the eCommerce section of your application. The products need to be configured in your eCommerce section prior to sending a quote. Adding products to your eCommerce section of Infusionsoft is covered in another video. Use the buttons along the bottom right of the quote builder to “turn this quote into an order”, “Save as a draft”, “Preview”, or continue. Click “Preview” for a visual of what your customer will receive. The Logo that is used for your Quotes and Invoices is found in the “Branding Center” under the “Admin” section of your application. With the “Branding Center” open, click the “Logos” tab. Make sure your Logo is uploaded to the “External Pages” section. Your Logo needs to be uploaded prior to creating a quote. After previewing the quote click the green “Continue” button at the bottom of the page. Fill in the required fields and click “Send” in the bottom left of the page. To set your defaults for these fields, go to the eCommerce section of your application and click “Settings”. Click “Quotes and Invoices” from the left hand menu and scroll to the “Quotes” section in the middle of the page. Under “Payment Options” choose from “Send quote with no payment options”, “Send quote and allow payment later”, or “Send quote and require online payment”. In order to allow payment later, or require online payment, Payment processing will need to be configured in the eCommerce section of your Infusionsoft application in the “Payments area of the “eCommerce Setup”. With your quote complete, click the green “Send “ button in the lower left hand corner of the page. Your customer will receive a branded email with a button mid- page labeled “View my Quote”. When this is clicked their quote will open and they will have the options across the bottom of the page to “Print”, “Decline”, or “Accept”. If “Decline is clicked, the status of the quote changes to “Declined” in the contact record.

 

Orders & Invoices

You can create orders, send invoices, and process payments directly from the contact record inside infusionsoft. To access the invoice tool, open the “quick view” of the contact record and click the “orders” tab and scroll down to “recent orders”. A list is displayed of the most recent orders for this contact. The order title is a hyperlink to access order details. To create a new order, click the green “Add order” button on the right hand side. To access orders from the full view of the contact record, scroll down to the second set of contact record tabs, and click “orders”. In the “order Information” section, add an order title, an order date, and set the order type to “Offline”. Add order notes as needed. Order notes in this field are only viewable by internal users. If you have configured “referral partner tracking” prior to creating this order, Add a “lead referral partner” and “sales referral partner” from the provided drop downs. Click “Promo Code” to add a promo code to this order for promo code tracking purposes. You will need to set up “Promo Codes” in the “e-commerce set up” section of your application prior to creating your order. Adding a promo code will not automatically add a discount to this order. The fields under “shipping Address” will auto populate if these fields have already been added to the contact record. With the “shipping Address” fields completed, scroll to the bottom of the page and click the green “Save” button on the left hand side. Order information has now populated at the bottom of the page. To add products to this order, click the “Add order item” button on the far right of the page. The “Edit order item” box populates in the middle of your page. Start typing the product name in the product field to access the product dropdown. Select your product from the list. If necessary, edit the product type, item name, item description, quantity, price, and cost. There are also fields for shipping information, service information and order notes. Click the green “save” button in the lower left hand corner to add this item to your order. Repeat this process to add more items to this order. *It is important to note that the product field in the Invoice builder is drawing information from your product list in the eCommerce section of your application. The products need to be configured in your eCommerce section prior to creating an invoice. Click the “calculate tax” button on the right hand side to add sales tax to this order. Your sales tax settings will need to be set up prior to creating an order. Your “Sales Tax” settings are found in the “e-commerce” section of your application under the “Settings” tab. Below order items is the payments area. A payment can be manually attributed to this order by clicking the “add payment” button on the right hand side. A prior payment can be refunded by clicking the “refund payment” button. Directly below the payments section is the Commissions section. Click “Create Commission” to add a new referral partner with corresponding commission, to this Order. Directly below commissions is the “payment plan” section. Click “Edit payment Plan” to configure a payment plan for this order. You can create a payment plan specific to this order including the amount of the initial payment, total number of payments, and the number of days between payments. Remember to click the green “save” button in the lower left hand corner whenever information has been added or changed on this order. Click “preview invoice” at the bottom of the page to preview the customer’s view of the invoice to be sent. To make changes to your Invoice template, go to the “settings” tab within your e-commerce section and select “quotes and invoices” from the “order settings” section on the left hand menu. To add or change the logo on your invoice, click “branding center” under the “Admin” section of your application and select the “Logos” tab. Click “send invoice” to preview and edit the email that will carry the invoice link to your customer. Select the payment option for this invoice, edit the address and subject, as well as the copy in the email body. With your changes made, click the green “Send Invoice” button in the bottom left hand corner to deliver this invoice to your customer. Your customer will receive an email with your selected logo with a link to view their invoice. If the “send invoice with payment option” was selected, a blue “pay now “ button will populate in the lower right hand corner of the invoice. When this is clicked, a payment page for the amount due on the invoice, is populated for your customer to pay their balance online.

 

Internal Forms

An internal form gives a user the ability to submit a form on behalf of a contact in your database. This is an excellent way to standardize the collection of information from your contacts as you and your team work through your sales process. An internal form can also be a trigger for launching automation to streamline your work flow. Access your Internal forms from the quick view of the contact record by clicking the internal forms tab. A history of forms submitted populates in the dropdown. This includes any web forms, landing pages, or internal forms submitted, that have been created using infusionsoft tools. To access any of your internal forms, begin typing the form name in the “internal forms” field on the right hand side. The form name will auto populate in a dropdown below the “internal forms” field. Select the form from the list and click the green “Fill out form” button. The selected form will automatically open with any existing field values automatically populated in the form fields. To configure an Internal form, go to the “Marketing“ section of your application and click “campaign builder”. Click the Green “create my own campaign” button in the upper right hand corner. Add a name to your new campaign, and click the green “save” button. From the “goals” menu on the left hand side, click and drag the “Internal form submitted” goal onto the canvas. I’m going to name mine “new lead call-in form” Double click the Internal form icon to configure the internal form. Your default internal form will open in the form editor. Use the “Field Snippets” tab to add the desired fields to the internal form. You can configure your default internal form from the “branding center” under the “Admin” section of your application. I’m going to drag the “radio” snippet down to add it to my form. I’m going to name the field “Primary interest” and add my three business offerings as options. I will also add a corresponding tag to each option. When one of the options is selected, the corresponding tag will be automatically added to the contact record. Hover over any field added to the Internal form to access editing options. The fields can be dragged into a new order, deleted, or edited by clicking the wrench symbol above the selected field. I’m going to add “Lead” to the first name and last name field. With editing complete, mark this form from draft to ready in the upper right hand corner. Click the “Back to Campaign” button and then click “Publish” to make this form accessible from the contact record. I can now access this form from the quick view of the contact record by typing in the form name, choosing the correct form from the dropdown, and clicking “fill out form” When I fill in the fields and click “save”, the fields are added to the contact record, in this case the “Leadsource” and “Consultation date and Time” are added to my quick view of the contact record. Any tags applied by the Internal form choices will also be added to the contact record and can be viewed by clicking the “Tags” tab.

 

Create a Note

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