Pipeline Journeys

Setting Up and Using Pipeline Journeys

Pipeline Journeys is a way to plan communication paths to engage with leads as they progress through various stages.  Let's explore how you can set up and manage Pipeline Journeys for seamless customer communication.

Setting Up a Pipeline Journey

To begin setting up a Pipeline Journey:

• Navigate to the pipeline you wish to edit.
• Click on the Settings gear ⚙ icon > Manage Pipeline.

Managing Stages

Within the Managing Stages section, you can:

• Define the stages that the lead card should move through.
• Name each stage and provide a description.
  • Note: The first and last stages cannot be removed but can be renamed.

Pipeline Details

The Pipeline Details section displays all the information about the pipeline, here you can:

• Modify the name and description of the Pipeline.

• Customize the journey steps at logical points.

Managing Pipeline Journeys

When managing a Pipeline Journey, you can create steps at logical points for effective lead management. 

Sequence Types:  Pipeline Journeys use an “In the Future” sequence type to specify the journey a lead card should undergo in the future.

• Supported Sequence Types: Email, Text, Postcard, Tag, Timing, AMS360, Lead, Zapier

First and Last Stages: Automation cannot be added to the first and last stages as they represent the starting and ending points of the journey.

Multiple Lists: If you have multiple lists within Fuse, the Pipeline Journey will display separate sections under “Manage Pipeline Journeys” for each active list.

• Enabled lists will have dedicated tables within Manage Steps, displaying Stage Names based on the Pipeline order.
• Steps within a stage can be customized, but the stages apply to every list in case of multiple integrations.

Managing Steps:

• Click on “Manage Steps” within your Pipeline Journey to customize communication for leads in that specific stage.

• In "Manage Steps", you can:

  • Turn the Outbox On or Off: Control whether the communication steps are active or inactive.
  • Step Options: Similar to typical campaigns, you have a range of options to build your ideal pipeline sequence:
    • Emails
    • Texts
    • Postcards
    • Tags
    • Wait
    • AMS360 Suspense
    • Lead
    • Zapier
  • Add or Delete Steps: Modify the steps within a stage to tailor the communication process.
  • Merge Fields: Utilize merge fields to create messages within your Pipeline Journeys.

• • Launching Changes: When managing steps for the first time, the only available option is to “Launch” to publish the changes effectively.

Accessing Stats

To track the performance of your Pipeline Journey, you can access detailed statistics for each step sequence. Here's how you can view stats associated with Emails, Postcards, and text messages:

• Navigate to Settings > Manage Pipeline > Manage Steps > Stat Icon 📊

Statuses Within Stages

• When your steps are live and you decide to edit again, you will get a status indication that there are "Changes Pending". 
   
  • Draft: The Draft status appears when nothing has been launched within a stage.
  • Pause: After changes have been made, click "Pause" to pause the stage status.

Using the Pipeline

Moving a Lead From One Stage to Another

When transitioning a lead to a new stage within a Pipeline Journey, a modal window will pop up to provide a preview of the upcoming steps.

• The modal window displays all the steps a lead will experience.
• You can preview individual steps within the modal window.
• To proceed, select one of the following actions:
  • Cancel Move: Retain the lead in the current stage.
  • Exclude: Omit sending any steps.
  • Confirm: Initiate the movement and send all steps.

Removing a Stage or Lead

Removing a Stage

• To eliminate a stage, navigate to Pipeline > Settings > Manage Pipeline > Manage Stages.

• Click on the Trash Can icon next to the stage being removed.

• This will prompt you to transfer all active leads to another stage. Click on the drop-down menu to select which stage to move the leads to.

   

  • Note: Account data is updated when moving leads to a new stage. Communication from the removed stage will cease unless it is already in the Outbox.

Removing a Lead

• When a lead is removed, their data is stored on the user’s account page as proof of deletion from the pipeline.
• All communication within that pipeline stops once the lead is removed.

Using Segmentation and the Pipeline

Setting up a tagging step within a Pipeline will allow you to use those tags to segment accounts. 

General Information:

• When a Pipeline is actively running, the Campaign Launch Recap email for Pipeline Journeys will not be sent. The email is only generated for activated Campaigns.
• Campaigns associated with Pipeline Journeys are not listed in standard campaign listings.

Definitions to Know:

• Exclude All: Moves to the stage without subscribing to its steps.
• Confirm All: Fully subscribes to the next stage’s campaign steps.
• Both: Removes all subscriptions to any journey campaigns.