Rock U - Communications - Communication Flows

Transcribed Video Content

Communication flows in Rock are really gonna save you a lot of time because they step away from the method where you're sending one message at a time to individual people manually. Instead, with the flow, you send a series of targeted communications to a group of people, and you pick when they enter the flow and when they exit the flow. And on top of that, you can track goals using Rock to help get people to take action. Let's get into how to set up a communication flow. Let's create a communication flow. To start this process, just go to people, then scroll and click communication flows. To create a new one. So click the plus button, and we're gonna build a communication flow that helps us follow-up with first time guests with a series of messages, and we will try to get them to complete our starting point class using conversion goals. So here's the name of our class, first time guest follow-up, and we can pick a description if we'd as well and a public name. I'm gonna pick a category. And the way you add new categories is through admin tools, settings, and then going to the category manager and adding a category with the entity type of communication flow. So we're using the guests category here. Now we're picking the flow type, and this is very important. Each one of these means something very different for how the flow will function. So for a recurring flow, you'll pick a target audience and a start date and time and then a schedule, and this flow will happen again and again. Then on demand flows happen only through a workflow action or any way where you run an event such as through automations, and it will automatically assign individuals to an instance of the flow. The other option for flow type is one time, meaning you'll pick a target audience and the flow will only go out one time. So what we see on the back end of this later on, there are analytics that we'll see based on how people are engaging with our flow, and it will look different for a onetime flow and a recurring flow because a recurring flow goes out multiple times, so we'll see multiple instances of analytics. In this example, we'll do reoccurring flow. So let's pick a target audience, and we'll do new guests. That's our data view. And for the start date, let's just say today. You can pick whichever time you want. Then in the schedule builder, there's all kinds of patterns we can build here. But let's just say every two weeks on Sunday is when we want this flow to go out, and there will be no end to, this schedule. No exclusions either. Now we've got our schedule, and here's another really important part of configuration is picking whether you want to enable conversion tracking. And this is using Rock to track a goal for all the people that are taking part in this flow. And we're gonna do that in this example. You do not need to do it, though. But we'll click next. If you enabled conversion tracking, then this screen will pop up and you can set a goal for your flow. If you didn't, you'll skip right to message flow, but we're gonna set up a goal here. There's all kinds of conversion types, and we're going to do a completed step as the conversion type. And if you wanna know more about the other types, please read our documentation on communication flows. But for completed step, we'll go ahead and pick step program, then a step type and a target percentage, then within number of days after the launch of this flow. And now you can see what this goal is turning out to be. So what we're saying here is at least 10% of the recipients completed the starting point class step within thirty days of the flow's launch. So if this happens, we'll consider ourself successful with this communication flow. And note, if this is a recurring flow, that means this goal will be for every instance. So say we have an instance of this flow sending out tomorrow, then this goal, we want completed within thirty days of that instance launching. Now we have the goal set up. We'll go next. And now this is where we're actually adding the messages that will show up in our flow. You can do that by clicking add message, and there's all these different mediums. And if you click into any one of these, you have a nice builder that helps you set up what you want your message to look such as a drag and drop email builder or a beautiful SMS builder. Or a push notification builder. All very simple, and I'm gonna skip ahead and add a couple messages here. Okay. We have those messages set up here, and you can see they go in steps. And you can be really specific about at what time each message goes out so that it's timely, and you can also pick when for each one of these mediums, there's different information such as who is sending the email out, what's the content of an SMS message, and the content of push notification plus what phone number it's coming from and where it's linking to. So you can pick when the first one is gonna be sent out. Say this communication flow went out at 8AM on a Monday. We can say wait zero days, and we want this to be sent at 3PM. So even though the flow went out, we'll pick when the message actually is sent so that someone doesn't feel overloaded with a bunch of messages at one point. You can pick how many days to wait and more. Then this is very important. You can pick when someone should exit the flow. And the reason this is important is because if someone is overloaded with communications and they're sent messages in this flow that don't feel important to them. , for example, if someone's already achieved the conversion goal, attending a starting point class and they're still getting messages, they might be a little bit confused. So you can pick whether someone exits the flow when the last message is sent, when any email is opened, any email is clicked through, meaning a link is clicked on from the email, or the conversion goal is achieved. And that's it for creating a flow. I'm gonna save and show you what the analytics look . From the communication flow list, we can see we've had this flow running for a little while now. And now it's time to look at the analytics, but right off the bat, you can see the category for this communication flow, what the conversion rate is currently if you have a conversion goal active than the last time this flow was triggered. And if you want to edit the flow, you can do so with the edit button, but let's look at analytics. Right now, we're looking at the analytics for our first time guest follow-up flow, and it's showing us which flow instance we're looking at. Now this is because we just have one flow instance. But for a recurring flow, if we had multiple, then we could pick which flow we're looking at. But the great, great news here is for our conversion goal, we can see we've completed it. We hit exactly what our goal was, and it shows us of our success right here. And to go a bit deeper, we can see some KPIs on flow key metrics such as conversions, the average time before conversion, and whether people are unsubscribing. Then we have a really nice chart here that shows us what our total flow performance has been over time. You can even full screen that if you wanna see it a little bit closer. Then for deeper analytics, it shows by message what we have in terms of success. So for our first, second, and last message, we can see the number of people this sent to, the percentage and number of conversions, unsubscribes, open rate, and click rate. If you wanna see analytics for a particular message, we'll click on one of them here. Okay. Now we're looking at the more specific metrics for the first message that we sent, and there's some great KPIs here right off the bat that you can see, conversion rate, open rate, click through rate, and unsubscribe rate, then another nice chart here plotting all those things. And if you hover, you can see the exact percentages over time for these metrics. Then really great here, there's a recipient log, and you can see the people that received this message and what they did with it, such as when it was sent to them, when they opened it, if they clicked it, when that was, same with conversions and unsubscriptions. And we can see Jenny Michaels, one of the visitors, one of our first time guests. You can also see connection status down here. And if you wanna dive even deeper, you can click on this icon right here to go to a person's profile. Alright. Now you saw how simple it is to set up a flow and to get people taking action on the messages you're sending, even seeing some great analytics afterwards to know what did people do with these messages. Thanks for watching this video. And if you wanna learn more on communications and Rock, please watch our other Rock you videos on the concept.