# What is Workevo?
How Workevo works, what it can do for your business, and what makes it different from other solutions.
Workevo is a marketing automation & customer data platform that helps marketers deliver the right message to the right person at the right time to increase engagement, lower churn, and drive revenue.
### Key features
* Tracking of your customers' behavior, be it online or through backend integrations and imports
* Advanced analytics and segmentations of the tracked data
* Single customer view allowing your analyses to dig deep on a customer level
* Omni-channel orchestration that allows you to automatize communication with your customers through email, SMS, web and app notifications
* Personalization of your communication based on advanced custom conditions
* Comprehensive email management to design, send, evaluate and optimize your email campaigns
* Easy integrations and APIs to link your favorite tools
### How does Workevo work?
Workevo helps you track and gather data across multiple channels and sources to build a unique, persistent, and unified customer profile. From there, you can get a complete picture of each and every one of your customers.
After integrating your business you can harness our advanced analytics capabilities and create actionable improvements through our campaigns.
### Who should use Workevo?
* **Marketing team:** Workevo helps marketers attract potential customers, automates marketing campaigns to increase brand awareness, and optimize workflows.
* **Sales team:** Workevo helps improve the productivity of sales staff, increase sales, and improve sales, eliminate tedious, time-consuming tasks, and save thousands of hours of work.
* **Customer success team:** Workevo helps increase loyalty, optimize lifetime value, and build long-term relationships with customers.
### What sets Workevo apart?
Not as discrete and patchy as many other tools, Workevo provides everything you need to understand, communicate, and support customers on an integrated, simple, and easy-to-use platform for everyone in the business.
# The Workevo Glossary
Here are the words you often see when you use Workevo:
**Form**
The form helps you collect contact information.
**Company**
The company's feature allows you to group all your users from one company so you can filter and message them more easily.
**Contact Details**
All your data on a contact, updated in real-time on a single page for that user in contact.
**Contact Details**
An overview of your data about contacts within a company - updated in real-time - so you can see your entire history and current status with the company.
**Contact list**
Contacts are the place to store all your contacts.
**Contact**
Contacts in Workevo are your customers (or potential customers) identified via an email address or phone number.
**Card**
Applied to a group of people who have the same problem or a specific topic, you can easily categorize or use them to run automation in Workevo.
**Properties**
It allows you to classify customers based on customer information by contact information.
**Email**
You can send an email from the contact immediately or set up an auto-send email whenever and fit specific criteria. You can handle email replies in the app in one place.
**Email template**
Also known as an "Email Template", Workevo provides you with standard email templates. We have a simple, personal design and focus on the message you want to convey. You can also create your templates to control the look and feel of the email entirely.
**Event**
A variety of data that users manipulate on your site so you can use them to help take care of your customers more quickly and conveniently.
**Note**
A short message designed to share updates and quick tips.
**Activate (In automation)**
"Activation" is the condition to start an automation.
**Action (In automation)**
"Actions" are actions that will be performed after the automation conditions are met.
**Save the email template.**
A saved answer to a common question your customers ask. Saved replies can help speed up your response time.
**Segmentation**
A group of contacts defined by the rules (or filters) you set. Contacts are automatically added to the segments each time the contact matches the state.
**Session**
Tells you about user behavior on your Website or any of our Workevo tracking-enabled media.
**Fill**
Enrich information about contacts from our database to get to know your contacts or customers better.
**Submissions (In the form)**
Tells you how many times your form has been submitted.
**Tracking Code**
Help you track your contacts automatically.
**Personalized card**
These personal cards act as placeholders in your mail, retrieving unique information from personal contact records such as (their name, email address, or location).
**Working space**
It is in your work area.
# About Profiles
In this section, we will introduce an overview of the Contact Management feature of Workevo.
### Contact list
To access this feature, select the contact menu. Below is your contact list, showing all the contacts you have in their latest activity order.
### The features of contact management
* **Add new contact**: At the “Add new contact” button, there are two options available “Add new contact” button, there are two options available “Add new contact” and “Import contacts”.
* **Filter**: You can find the “Filters” on the left side of the contact list. This feature is used to filter your user list by the desired criteria. Workevo can also analyze your available data to answer any questions you may have. Two types of data that can be customized in Workevo are contact properties and contact events. They will also appear in the filter bar along with the standard contact attributes above.
* **Segments**: Saving a filter you just define to create a segment so you can quickly access essential filter criteria that you will often use later.
* **Enrich**: Enrich the contact information from our database from a third-party source to better know your contacts or customers.
* **Bulk actions**: To work with multiple contacts at once, you can use the checkbox to the left of each contact line. Also apply tags, delete and enrich to multiple contacts at once.
* **Settings column**: To the right of your contact list, customize the columns you want to display by selecting the checkbox on the left of the information field that you want to display.
* **Search**: Search any contact by name or email address in the upper right corner of the contact list.
* **Delete contact**
### Tags list
Manage all tags and track the number of contacts for each tag in the tags list.
### List of segments
Manage all segments in the segment list with actions like editing the segment name, deleting, and tracking each segment’s contacts
### List of companies
Workevo treats all your contacts as individuals. If there are the same email domains,, we automatically group them all under the one unique company profile At the contact list menu> company, the list of companies will appear as below.
# Create New Profile
Add a new contact to the contact list to the contact list. This is recommended when adding just a few contacts. If you need to add more contacts at once, please use the "Import contacts" feature or placing the "Tracking Code" on your website.
To create a new contact, follow the steps below:
**Step 1:** Click to “Create new contact” button.
**Step 2:** Import “Email” (required), phone, first name, and last name.
**Step 3:** Click “Save” at the bottom right to save the new contact information.
**Step 4:** The notify "New contact has been created" defines you've just created a new contact, check it in the contact list.
Let's see their profiles for more info.
# How do Filters Work?
You can filter your customers in "Contacts" based on the tags they have, the segments they participate in, the events they've completed, their standard properties, and their custom attributes. There are many types of attributes. Each property will have different conditions, for example:
* **First Name**: “is empty”, “is not empty”, “is”, “is not”, “contains”, “does not contains”, “starts with”, “ends with”
* **Gender**: “is empty”, “is not empty”, “is”, “is not”
* **Tags**: “is empty”, “is not empty”, “contains”, “does not contains”
**Note**: The conditions "is" and "is not" are case-sensitive. For example, a filter with the attribute "First Name" and the value of "john" 'would not match a user named "John". But with "contains" or "does not contains" conditions, it will match because this condition is not case-sensitive.
### Standard attribute filter
You can filter your customers based on their activity with the following standard attributes:
* **Last contacted at** - The last time you had any interaction with that contact.
* **Last heard from** - The last time they contacted you.
* **Last seen** - The last time they saw your app or your website, was tracked by Workevo.
Filter for contacts which are enabled in your automation:
* **Unsubscribed from emails** - If they unsubscribe from emails, they will no longer receive any email or automated messages.
* **Has hard bounced** - When you try to send an email to an email address, but those emails are bounced back to Workevo. Therefore, we will not send any further emails to this address.
* **Marked email as spam** - When your contacts mark one of your emails as spam. Therefore, we will not send any further emails to this address.
**Note**: These filters are applied automatically to your message object, which may result in lower numbers than expected.
Are you looking to send automatically to all potential customers? Just add a filter with "Last Seen" today and "Sign up" today. It will exclude all your existing users and start sending in new leads that can become your customers.
# What is an Audience?
Workevo allows you to filter and segment any talented contact group. For example, create a group of test users, leads, loyal customers, or whatever you want.
To filter contacts, follow these steps:
**Step 1:** At the "contact" screen, select "Add filter."
**Step 2:** In the "Filter contact" table, select the properties to filter criteria like email, tags, gender, ...
**Step 3:** Add “Rule”.
**Step 4:** Add “Value”.
**Step 5:** After you have entered the required fields, click “Add”.
The contacts that satisfy the values you create will be filtered and displayed.
To create contact segments, select filters above for your contact list. For example, you select the phone number of the user, and the users have the same card to filter the contacts and then create a segment.
Once you've selected the desired contact filter criteria, follow these steps to create a segment for that filtered contact:
**Step 1:** Click the "Save segment" button next to the "Add filter" button.
**Step 2:** In the "Save segment" table, name the segment.
**Step 3:** Click “Save segment” to save the above changes.
**Step 4:** The notify "New segment has been created." will appear, informing you that you have created a new segment successfully please check them in the "Segment" section.
# Group Your Profiles by Tag
Tags are similar to segments except that they are not automated. Tags allow you to group your contacts manually. For example, if you have a loyal customer base and want to provide exceptional care, the "card" feature will be beneficial for you.
To group your contacts by certain tags, follow these steps:
**Step 1:** Select the contacts to tag in the contact list and click the "Tags" button on the toolbar.
**Step 2:** In the "add tags" window, select one or more tags to attach to the group. On the other hand, to create a new card, click on "Manage Tags" to create before it appears on the card list.
**Step 3:** After you've selected the card to set for the contact group, click the "Application" button to save the selected changes.
**Step 4:** The notification "Card has been successfully added" will let you know you have successfully added a card to a contact group and check them at Contact -> Tags.
**Note:** The card can be used in categorizing contacts. However, it is also associated with our "Automation" so please consider using it accordingly, here we will guide you to use the card most effectively:
This automation will run when the tagging action is taken. The process of implementation will be to set the conditions and actions of the campaign.
* The condition will be "Tag added", we will name the card, for example, the card "lead".
* Then set the action, simplest and most common, send an email to the contact.
* Once the campaign is set up, it's ready to run. Click "start" to allow the campaign to go live.
* You will then tag the "Leads" in the contacts you want them to be targeted in this campaign. (Before that, you could create a customer segment (Segment) and tag a lot for the segment. there)
* After successful tagging, the "Quick question" email will be sent to those contacts with the above tag.
# Edit or delete tags
### To edit tags, follow these steps
**Step 1:** Select Contacts -> Tags on the menu bar will display all the cards you have created manually.
**Step 2:** Hover over the card you want to edit and click "Edit".
**Step 3:** Edit the name of the card and click "Update".
**Step 4:** The message "Tag updated" will let you know that you have successfully renamed the card, and check the new card name.
### To delete a tag, follow these steps
**Step 1:** Select Contacts -> Cards on the menu bar will display all the cards you have created manually.
**Step 2:** Hover the mouse on the card you want to delete or check the tags you want to delete and press the "Delete" button.
**Step 3:** Read and confirm the deletion.
**Step 4:** The notification "one or many cards have been deleted" will let you know that you have successfully deleted the tag.
# Create a New Company
Workevo pays close attention to any details of your contacts to give you the most detailed information and a panoramic view based on real data, including information about the contact's company. Company profiles provide very insightful information about their workplace and industry. The email domains automatically identify company information, or you can create a new one .
The company will be automatically created when the contact's domains are not a free email service in [this list](https://gist.github.com/tbrianjones/5992856/).
**Step 1:** Add a new company manually by selecting the Contact’s Menu> Company and clicking the "Create New Company" button.
**Step 2:** In the window that appears, enter the Company name and Company website domain (required information) to create a new company.
**Note**: The company website domain does not have "".
**Step 3:** After completing the information, click "Add" to add a new company.
**Step 4:** The notification "New company has been created" will let you know you have successfully created a new company.
**Step 5:** Check the company on the list.
# Group Your Profiles by Company
Contact is recognized by the email's domains.. Workevo system will automatically recognize and add all contacts that have the same email domains.
To create a new company, follow the steps below:
**Step 1:** Click the button "Create a new company" in the top right corner in the Contact -> Company
**Step 2:** Enter the company website domain name without "" and the company name, click "Add" to save changes.
**Step 3:** The notification "New company has been created" will let you know that you have successfully created a new company, please check the new company on the list of companies.
# Import your contact data into Workevo
To import contact list with file ".CSV", please follow these steps:
**Step 1:** In the Contact section -> Import contact then drag and drop your .csv file into the area as shown below or click on the box and select the name of .csv on your computer.
**Note:** the size of .csv file cannot exceed 16MB.
**Step 2:** Select the action you want to perform with the information in the file and click the "Next" button to go to the next step.
**Step 3:** Click the "Next" button and check the information from your file with the properties of Workevo and adjust accordingly and click the "Next" button to go to the next step.
**Step 4:** Tag the information you have just uploaded (If necessary) and then press the "Next" button.
**Step 5:** Check the feedback to correct your information and click the "Start import" button to start importing information from your file into the contact table.
**Step 6:** The message confirms the successful upload of the .csv file, and it may take a short time for Workevo to display the full client file in the contact store. Click the "Go to contact" button to see your contact list and check the information.
# How to enrich your contact data?
Workevo integrates with third-party data sources to fill your existing contact data source by collecting missing information in your contact profile.
On your contact list, the "Enrich" button is in the submenu menu that allows you to perform that filling action.
**Step 1:** Select the contacts if you want to integrate enrich.
**Step 2:** Click the enrich icon. You will see the information added to the contact.
**Note:** Please be cautious when clicking the fill button because Workevo will limit the filling time in your account.
# Know every contact and company personally in Workevo
In this section, we will share how to read about any contacts and company in Workevo.
To read and understand individuals or organizations in Workevo, you need to click on each contact (or company) you want to read in the contact list (or company).
You will find a lot of useful information about your contacts in the personal information column to the left of their avatar profile.
If you are not sure what specific actions a user has taken, you can click on the tab activities.
Contacts Management feature allows you to group your contacts into useful groups by tagging contacts or adding a new company. You can see any tags that have been added about your users to the right of their profile.
If your team members have left any helpful notes about your users, you can see it on the left side of that profile as well.
Hope you will get million insightful facts about your contacts.
# Get valuable customer insights from day one
In this section, we build contact profiles, aggregate, and organize the information needed to understand the behaviors of potential customers and predict their consumer trends.
### Information you may collect includes:
**Activities**: Fully describe all the actions and relationships that interact with your brand or the actions and actions you have on them. This information gives you an overview to determine what further actions you will take on them.
**Sessions**: Tells you about user behavior on your Website or any of our Workevo tracking-enabled media.
**Details**: In addition to personal information about users, Workevo helps you fully synthesize other information from various sources of information gathering. Understand who your customers are, where they come from, and why you have their information to easily guide and care for them, persuade them to use the service you are providing.
# How to send one-to-one email to a contact?
To send one-to-one email to a contact, follow these steps:
**Step 1:** Click the email icon under the name of any contact to start sending emails.
**Step 2:** Enter the required fields of email.
**Step 3:** Click the "Send" button.
# Saved email templates explained
A personalized message not only helps create a sense of familiarity with the contact but also, with Workevo, we can save the email content as a template for team members to use, to save time and uniformly use the content and information transmitted to customers.
To create a new personalized email template, please kindly follow these steps:
**Step 1:** On the Contact management feature screen go to the Email template, select the "Create new template" button in the upper right corner of the screen.
**Step 2:** Compose a new email to save by entering the email template name, email subject, and content, then click "Create".
**Step 3:** The message "Add successful email template" appears when you create a successful email template, check the newly created email in the email template list.
After creating, this email template will be saved in your personal email list. From here, the other team members can choose to use this list, and at the same time know the format of information transmitted via email, while saving time, while providing a personalized, unified experience for the user.
To use this personal email template, follow these steps:
**Step 1:** On the contact's profile page, select "Email".
**Step 2:** In the email editor, select the "template" icon.
**Step 3:** Select the email template you created in the previous section and click "Select".
The content you have created will automatically be filled into the email editor.
# Email tracking explained
Emails are sent as a personalized email to each contact or set up automation to send emails automatically with Workevo. What's more, Workevo can also collect the status of sent emails through the Email Tracking feature.
Email tracking allows users to capture the status of the email, the interaction. This information is collected to provide an insight into the communication between brands and contacts, capturing customer needs and interests.
Lists of email status that can be tracked on Workevo include:
* **Sent**: Email has been sent to the contact.
* **Delivered**: Contact has received the email.
* **Open**: Contact has opened an email.
* **Click**: Contact has clicked on the link in the email.
Also, the reporting system provides the following information:
* **Delivery rate**: The percentage of emails sent.
* **Open rate**: Number of open contacts / Received emails.
* **Click rate**: Contact number clicked any link in email / Contact opened number.
Hope you can find this feature useful!!
# Workflow automation overview
This section will introduce Workflow automation and its necessary information, including definitions of related terms and ideas. Automating workflows will contain essential actors that help you create a detailed overview of your brand's interaction with customers.
### What is the automation process?
The automation process is what we use to call our growth campaigns.
An automation process is a sequence of actions run when a trigger (in automation) matches a condition that you have defined before. An automation process created by a combination of activation, action, and logic.
Using automation builders, you can mix and match these elements in unique ways to create automation processes that serve a variety of tasks.
# Automation templates overview & Ideas Hub
This section will introduce examples of appropriate workflows or use circumstances that will be given to describe the actions you can take with this feature.
### Use appropriate context and workflow examples:
### Your automation processes in Workevo can achieve one of the following goals:
(We have divided all the automation processes in each stage of Awareness, Acquisition, Activation, Maintenance, Introduction, Revenue. The following examples will inspire you to automate. new marketing or using an automation template in the "Ideas Hub" Workevo)
* Create attention and lead - Awareness
* Increase enrollment - Acquisition
* Participation Process - Activate
* Increase maintainability - Maintain
* Reduce the amount of leaving - Keep
* Increase referrals - Referrals
* Increase revenue - Revenue
You can access the automation by clicking "Automation", located in the menu on the left.
# The automation builder explanation
In this section, we will discuss the specific details of how automation works.
### Add new activation - Define your activation:
Automating activation is a condition that when met, will start the automation process. You can identify those conditions by adding triggers to your automation. You can have multiple triggers so your automation can start with many different conditions.
* **Contact added**: Automation starts when a contact is added to the contact list
* **Submit a form**: Automation begins when a specific form is submitted, or any form is submitted. If the opt-in confirmation is turned on, automation will not start until the contact confirms.
* **Open/read the email**: Automation starts when an email is opened.
* **Enter a link in an email**: Automation starts when a link in an email is clicked.
* **Website visited**: Automation starts when a website is accessed via contacts.
* **Recorded event**: Automation starts when a contact executes a custom event you specify beforehand that is recorded by Workevo.
* **Tags added**: Automation starts when a tag is added to a contact.
* **Tag deleted**: Automation starts when a tag is deleted from a contact.
* **Change property**: Automation starts when the property of contact is updated.
### Add a new step in automating your Workevo:
* **Email**: Send an email to contact.
* **Update contact**: Updates a field in Contacts.
* **Add a tag**: Add a tag to the contact.
* **Delete a tag**: Remove a tag from the contact.
* **Delete contact**: Delete a contact from the list.
* **Wait**: Wait for a certain amount of time.
* **Condition**: Dividing paths based on conditions.
If you cannot see the whole process when you are running a large automation suite so you can have 2 options:
* **You can scroll your window vertically and horizontally**: To make it easier to see, you can center it on the screen by scrolling up/down or left/right.
* **You can zoom in or out**: Click the +/- icon in the lower right corner of the screen to see the whole process.
### Delete the trigger, the steps in automation:
To delete the "activation", "steps", move the mouse to the "activation," steps "delete icon appears in the upper right corner of the" activation "," steps ".
### Save your automation:
When there are any changes, the automation builder will be automatically saved as a draft, so you don't need to do it yourself. You can see the status of automation in your automation list.
### Name your automation:
The name of each automation can also edit, view, change the name you want. Naming automation will help you better manage your ideas.
### Fix automation errors:
You should pause automation before you need to change something in the automation when it is active, such as adding, editing, or deleting steps. This will keep your customers from having trouble... After all changes have been completed, you can turn your automation back to active status, and the contacts will continue at the corresponding steps in automation.
**Notes:** Be careful when fixing any action in your automation. Be sure about all your triggers and actions before you start an automation. Because once you launch it, all your previous contacts have been activated, and your new changes will not be applied to those contacts.
### Export your automation:
Workevo will help you export your automation processes to a .json file. Automating exporting will help you share ideas with colleagues, which will help you improve the logic of your automation.
### Send an email automatically:
Workevo allows you to send emails to all contacts in the contact list manually. Manual emailing allows all teams to work with a mailbox through one or several different email providers.
In manual emailing, you can save personalized email templates so your team can share and use unique emails in the same format.
# Creating an automation walkthrough
This section will cover the steps to create automation. It shows you how to build automation with emails when your contacts sign up for product trials, how to tag users.
**Step 1**: At the "Automation" page, click on the "Create new automation" button in the upper right corner of your browser.
**Step 2**: In the "Idea Center" window, you can choose model automation researched and created by Workevo or select "Start from scratch" to build your automation model.
**Step 3:** You just need to tailor it to suit your wishes for your automation process.
**Step 4:** After you have created a process according to your wishes press the "Start" button, the message "Automation has started" will notify you that you have run it automatically. Automation and Workevo will help you do the rest.
### Your activation definition:
We can start this automation in many ways, but in this example, we will show you how to start an automation when anyone is added to the contact list.
To set it up, follow these steps:
**Step 1:** Click on the button "Determine your activation" in the middle of the screen.
**Step 2:** Select activate "Contact added".
Because this activation requires no further installation, the "Determine your activation" window will immediately close, and a new activation will appear next to the "Determine your activation" button.
### Send a "Welcome email":
The best way is to send a "Welcome email" to a new contact as soon as they sign up for your system. Emails often have the highest click-and-open rates, so this is an opportunity to send relevant messages to your contacts and make important calls to action.
To configure this step:
**Step 1:** Click the plus icon right below the "Define your trigger" box.
**Step 2:** An Add Step window will appear and select the step "Send an Email"
**Step 3:** After selecting the "Send an Email" step, it will appear on the screen
**Step 4:** Click on the step "Send an Email" on the screen that appears Send an Email window.
**Step 5:** Click on the link "New Email".
**Step 6:** After that, an "Email Templates" window will open, which is where you can choose your email designs. There are two ways to create emails:
* **Option 1:** You can select the first email template named "Blank" to create your email template.
* **Option 2:** You can choose some pre-made email templates if you see an email template that suits your purpose, hover over the email template, and click "Select".
In the example below, we will use the "Welcome Email" form. This template is a relatively simple one-column email, so we'll have plenty of space for marketing messages, and it feels like an email fits a welcome message from a specific person in public—your company, such as the CEO.
**Step 7:** Next, enter the name of the email in the "Name" field, and in the "Email" field, you can choose "Simple Editor" or "Drag & Drop Editor" (Drag Editor drop), then click the "Continue" button.
**Note:** We recommend using descriptive names that will remind you of the purpose of the email. In this example, we will name this email "Welcome email"
**Step 8:** After clicking the "Continue" button will appear Edit email window
**Step 9:** You must fill in the fields "From", "Reply to", "Subject".
**Note:** To fill in the "From", "Reply to" fields, you create an email (see section 7.2).
**Step 10:** Finally, click the "Save" button.
### Add a step "Add a Tag"
At your main automation screen, click on the "+" and the screen will display the actions you can use to set up automation, including the operation "Add a Tag". To create Tags, (you can see 2.6).
For automation "The Welcome Email", the critical tag here named "Contact has been added" and "Registered customers" is defined as the customers who have successfully registered are added to that tag at the system. Once tagged, all new contacts successfully registered will automatically fall into your Automation and send "The welcome email".
### One more step "Wait"
**Step 1:** At your main automation screen, click the "+" and the screen will display the operations you can use to set up automation, including the operation "Wait"
**Step 2:** You can set up the "Wait" action within a reasonable time in two ways:
* Set "Interval" by inserting Numbers (1,2,3, etc.) and time units (Minutes / Hours / Days / Weeks)
* Set "Accurate time" to M / D / Y format and time, such as October 24, 2020, 02:19 pm. Check out the image below to make it easier.
**Step 3:** Click "Save".
### Add a "Condition" step
**Step 1:** At your automation home screen, click on the "+" and the screen will display the actions you can use to set up automation, including the operation "Condition"
**Step 2:** You choose the operation "Condition".
**Step 3:** The "Conditions" window will appear to set the conditions you want to perform. Here we set the terms as "Contact’s Attributes", "Has opened email", "Welcome Email".
**Step 4:** Click the "Save" button.
**Step 5:** There will appear two branches as "Yes" and "No".
**Step 6:** In the "Yes" branch, we add the operation "Add a tag" as "Opened welcome email" without opening contacts.
**Step 7:** In the "No" branch, we add the "Add a tag" operation as "Doesn't open welcome email" containing the contacts who didn't open the email.
So we have created a "Welcome email".
Workevo hopes this guide will inspire you to create automation now to interact with your contacts or who are interested in your products or services.
# Automation triggers explained
"Activation" is the condition for starting automation. With them, you can specify exactly how the contact will be added to automation so they can proceed to the next steps in your process. You can add multiple triggers so you can start automation in a variety of ways.
This section explains each trigger, including how they work and when you may want to use them. Understanding each trigger will give you more ideas to start automation.
### Contact is added
This trigger starts automation when a contact is added to your contact list. Contacts can be added manually, entered, or via tracking code.
You can use this trigger to:
* Send "Welcome email"
* Create an onboarding sequence
### Tags is added
This trigger starts automation when a tag you specify is applied to a contact. Tags can be used to contacts from their profile page when importing, automation steps, bulk edits, or third-party integration.
**Note**: If you delete a Tag and then add it back to the contact, that contact will be activated again in that automation.
You can use this trigger to:
* Start a message thread.
* End of another automation
### Tags is removed
This trigger starts automation when a tag you specify is removed from a contact.
You can use this trigger to:
* End of another automation.
* Start the next series of messages.
* Adjust a contract or agreement.
### Properties change
This trigger starts automation when a contact attribute you specify is updated.
For example, you can start your automation if a field changes to an "any" value or a specific value. You can also begin your automation if an attribute changes from an "any" value or particular value.
You can use this trigger to:
* Send a tracking sequence.
* Inform everyone in your organization that the property has been updated.
* Create an agreement based on that property change.
### Website visited
This trigger starts automation when a website is accessed. You can choose a specific website, "any" website, or a group of sites.
This activation requires that you have set up website tracking on your site.
You can use this trigger to:
* Email tracking.
* Adjust contact or deal.
* Apply the interest rate.
# Automation actions explained
This section explains each of the eight steps in the automation builder with its functions and purposes. Please find the eight steps available by clicking the "+" button on the automation builder screen, and the "Add step" window will appear on the right of the screen.
### Add a step "Send an Email"
This step allows you to send one / more emails to contact them. Add it to automation, and it works when emails are created to send.
There are two ways to create an email:
**Option 1:** Choose the email templates that Workevo has created for you based on your intended use and editing. In the "Email templates" window, select one of the available email templates.
**Note:** Click "Preview" to preview some email templates before selecting any email to edit.
Once you've selected an appropriate email template, give it a name and then click "Select" to begin editing. The user can edit all data such as images, text or buttons.
**Note:** At the first icon in the right corner of the screen, you need to set up basic information fields such as email name (if any), subject, Word and Answer, see the illustration below for more information.
Click the "Review & Save" button in the right corner of the screen to save all your changes. Click "Exit" to cancel your edit and return to the auto-generated wizard's screen.
**Option 2:** You can also design your email template by clicking a blank image.
Choose the first template "Blank - Build from scratch" and click "Select" to create a new email. Then, the system will go directly to the system to create emails for you to create emails as you like. Then repeat the same function of the "Edit", "Review & Save" or "Exit" buttons.
### Add an "If / Else" step
If / Else gives you some different directions for subsequent actions in case the behavior or information of previous actions changes.
This step works after the action Set condition takes place. The system allows you to set multiple directions while providing multiple values to select, such as Date added as M / D / Y, United States country, or Open email / Unopened email, as shown in the following picture.
### Add a "Wait" step
"Wait" is an essential step for efficient automation. Because of the "Wait" action, your automation will wait for a certain amount of time before proceeding to the next step, ensuring completion and matching of the specified actions.
Waiting for a day or a reasonable period of time will help you avoid sending too many emails to customers. Moreover, it is a good idea to increase efficiency, such as the speed of opening, sending successful messages of future emails by sending to people by the time they are likely to check the email box
You can set up the "Wait" action within a reasonable time in two ways:
Set "A period of time" by inserting numbers (1,2,3, etc.) and time units (Minutes / Hours / Days / Weeks)
Set "Accurate time" to M / D / Y format and time, such as October 24, 2020, 02:19 pm. Check out the image below to make it easier.
### Add a step "Update Contact's Attribute"
This step allows you to update multiple additions on values whenever contacts are added actions, information, and other things that change, appear and occur. Click the update contact attribute button and select the appropriate value. Available values like city, country, date of birth to name a number.
### Add a step "Add a Tag"
This step allows adding tags to targeted/tagged contacts in automation from the outset. This step is set up as additional actions for contacts to conduct even the most complete automation. Better segmentation, better goals, and better customer experience optimization.
For example, create a purchased "purchased customer" card, which describes customers who have purchased your products/services and grouped them together manually. In your automation, you can add a "purchased customer" tag as a step.
### Add a step "Remove a Tag"
This step allows deleting a tag that has been added to the targeted/tagged contacts in automation. The actions of this step are set up as additional actions automatically for contacts to conduct even the most complete automation. Better segmentation, better goals, and better customer experience optimization.
For example, delete a "purchased customer" tag, you just need to add automation in case you want to change the targeted audience or to add another tag.
### Add a step "Remove from Contacts"
In automation, this step allows you to delete contacts but not only automatically but also from the original contact list. Workevo suggests that you pay attention while adding this step so as not to make mistakes or not to lose any valuable contacts.
# Email builder overview
When creating a new email or a blank email, in the "Email Editor", select "Drag & Drop Editor" and press "Continue".
The email builder will appear on the right side of the screen with the editor so you can create a new email with many tools to make it special.
Just drag and drop tools that fit into email content like text, images, buttons, or company logos. Workevo's Automation build tools are all customizable and viewable platforms optimized for better targeting for your customers.
# Personalization tags explanation
You can add personalized tags to automatic emailing in Workevo to make them much more convenient and efficient.
You can use this personalized card in all email editors in Workevo, but if you're a beginner, use the "Drag & Drop Editor" feature, follow these steps to get started. Use your personalized card:
**Step 1:** At the "Automation" page select the step "Send an email"
**Step 2:** Choose "New email"
**Step 3:** You can choose one of the "Email templates" that Workevo makes available or start creating a separate email template. In this example, start by creating a different email.
**Step 4:** After entering the name and select the editor "Drag & Drop Editor", press the "Continue" button.
**Note:** The personalized tag will only show as "Text".
**Step 5:** Drag one or more "Text" blocks into your email editor
**Step 6:** Click on the "Text" block and drag Merge Tags > Personalization tags and select the user properties you want to add
### Attributes on the personalized tag:
* **First Name**: {{first\_name}}
* **Last Name**: {{last\_name}}
* **Phone**: {{phone}}
* **Birthday**: {{date\_of\_birth}}
* **Gender**: {{gender}}
* **Email**: {{email}}
* **Facebook**: {{facebook}}
* **Region**: {{region}}
* **Country**: {{country}}
* **Continent**: {{continent}}
* **City**: {{city}}
* **Address 1**: {{address\_1}}
* **Address 2**: {{address\_2}}
* **Job title**: {{job\_title}}
* **Industry**: {{industry}}
* **Twitter**: {{twitter}}
* **Company**: {{company}}
* **Current day**: {{current\_day}}
* **Current month**: {{current\_month}}
### Basic user properties
If you want to include a dynamic client property, you will want to include that property reference tag. For example, if someone has an attribute in their profile called First\_name, the tag will be: {{contact.first\_name}}
As you can see, anything including a contact attribute should start with "contact." before your attribute name. For example, if you have a country, that would be {{contact.country}}
### Use event data
Use a simple example for users who have purchased a certain item, because you want to send receipts for those items. To do that, you send Workevo a purchase event, with data attached for the items they bought and how much they cost. Assuming the data that Workevo receives looks like this (Javascript):
```
workevo ("send", {price: "2000", product: "stock"});
```
You can then use that data in your email content like this:
You have just purchased {{event.product}} for: {{event.price}} $
That will output "You just bought the computer for: 2000 $" You will see that although the event is named "purchase", you still use event notation to reference it in Workevo.Note: event data is only accessible in events that trigger the event.
**Note**: event data is only accessible in events that trigger the event.
# How to create a form
To create a new form, you can follow these steps:
**Step 1:** On the "Forms" page, click the "Create a new form" button.
**Step 2:** Name the form and press the "Create" button.
**Step 3:** Select the information fields you want the user to provide, the fields include:
* **First name**
* **Last name**
* **Phone**
* **Gender**
* **Birthday**
* **Job title**
* **Industry**
* **Address**
* **City**
* **Region**
* **Postal code**
* **Country**
* **Time zone**
* **Facebook**
* **Twitter**
* **Linkedin**
**Step 4:** Customize form components, customizable components include:
* **Required ?**: When this button is enabled, users will not be able to ignore this information field.
* **Label**: the title of the information field.
* **Placeholder**: provides additional information for users, helping them know what data to enter.
* **Description**: Describes the information field.
**Step 5:** After completing the information fields and customizing the components of the form, press the "Publish" button, a message "Template has been published successfully" will confirm your form has been created.\
\
\
# Understanding form statistics
The Workevo form allows you to collect information about potential customers by attaching the tracking code to your website, collecting feedback by sending it directly to customers, and many other useful use cases. **The Workevo model includes:**
### **Fields**
Have your full database and automatically. All information filled in the form fields will automatically be entered into the property you selected in Workevo.
### **Styles**
Set your solid colors. We have built many different form design settings, allowing you to adjust every aspect of your web form easily.
### **Settings**
Choose what will happen after the completion. Choose the action that will be taken after your form is submitted, whether your "Thank you" message pops up or opens a URL.
# Tracking contact data in Workevo
Instructions on how standard and custom attribute data is available in workevo.
You can group your contacts based on who they name and what they do. We store three types of data about your contact:
* Standard attribute data (a default dataset that we’ve set up on your contacts).
* Custom attribute data (the data you send us about your contact).
* Events (data recording specific actions your contacts make).
Below, we' ll explain how these types of data work and how you can take advantage of them.
### Standard attribute data
* **Email**
* **First Name**
* **Last Name**
* **Phone**
* **Avatar**
* **Gender**
* **Birthday**
* **Job Title**
* **Industry**
* **Address 1**
* **Address 2**
* **City**
* **Region**
* **Region Code**
* **Postal Code**
* **Country**
* **Country Code**
* **Continent**
* **Longitude**
* **Latitude**
* **Timezone**
* **Facebook**
* **Twitter**
* **Linkedin**
* **Signed Up**
* **First Seen**
* **Last Seen**
* **Date Added**
* **Last Modified Date**
* **Last Automation Triggered**
* **Last Automation Completed**
* **Last Received Automation Email**
* **Last Opened Automation Email**
* **Last Automation Email Link Clicked**
* **Last Received Automation SMS**
* **Web Sessions**
* **Unsubscribed From Emails**
* **Marked Email as Spam**
* **Has Hard Bounced**
* **Has Submitted Form**
* **Browser**
* **Browser Language**
* **Browser Version**
* **OS**
* **UTM Campaign**
* **UTM Source**
* **UTM Medium**
* **UTM Term**
* **UTM Content**
* **Referral URL**
**Note**: The standard data attribute is case sensitive, for accurate syntax, you should use it when you send this data to the contact.
### Filter standard user properties
Now, when you're equipped with data, you can quickly filter your user base by answering questions like:
* Who signed up last week?
* Who registered once but never came back?
* What users on the free package have not upgraded?
* How many users have over 1, 000 twitter followers?
* Who used it regularly until a month ago and then they left?
You can combine multiple complex filters, and create segments based on these filters. For example, if you want to encourage new users to create their first project, you can send an email to a “registered user for less than 30 days”.
**Note**: Standard data properties are automatically updated.
For example, if a new user registered or logged in today will be automatically updated in the list.
### Submit custom data attributes to Workevo
Workevo allows you to send custom attributes about your users, and all of them will also show up in your user list. Custom data attributes are the information you submit to us about your users, such as the number of times they have purchased an item from your store, the number of projects they have, or the plan they are working on. For example, if you have a music sharing app, you can send us via the number of songs the user has played or the number of followers they have.
**Note:**
* You can send us any attributes you want to understand better your customers, and all will show up in Workevo. You will find more examples here.
* You can create custom attributes about your users and/or the companies they belong to.
* You cannot create custom attributes with the same name as standard properties.
### Filter custom data attributes
You can apply filters based on custom data attributes, the same way you do with standard data attributes.
Once you have applied your filters, you can send these users and visitors targeted messages.
**Note**: Workevo allows string-based operators for strings, numeric operators for numeric values, and simple true/false filters for booleans.
### Event
You can send events to Workevo, to record whenever users take specific actions in your product. Events record the first and last time a user did something and the total number of times they did something. For example, you might see the first time a user clicks on a particular page or when they buy the most recent item.
Events will show up in your user list, and you can filter them to answer questions like:
* Have users visited the same product page a lot recently?
* Did they use the export feature a series of times?
* Did they downgrade their plans?
* Ready to go with the event?
You can learn how to send events to Workevo, along with metadata about those events here.
# Send custom contact attributes to Workevo
Workevo allows you to create and track custom data attributes about your users and potential customers based on criteria specific to your business.
You can use this data to filter and create targeted customer segments and send emails.
### What is a data attribute?
Data properties track the truth about your customers - like the plan someone is working on or when they sign up - as opposed to an event, tracking customer actions periodically.
Here is an example: if your product is a project management tool, you can track data on the number of files that each user has. Then, if you want to message users who have already started adding files to the tool and may need some help onboard, you can set up a message targeting users with "file is less than 1 ".
The most common data properties set up on Workevo are in customer development, such as:
* Price list
* Worth buying
* A number of allies added.
* A number of songs played.
* The registration date ends.
### How do I create custom data attributes?
You can do this at any time by adding additional key/value pairs to the Workevo installation code. (a key is attribute name; value is corresponding value).
Double-check that your keys always have valid JSON values as a string (text), number, or boolean (true or false). That means using quotes around the text string and sending NULL to serve the case when no value exists for the user.
You can also send us the date or URL. You can track the URL as a text string, for example, "". Workevo will recognize this and automatically turn it into a hyperlink. Keep track of the day by sending us a Unix timestamp in seconds. If you create a key name that ends with "\_at", we will automatically treat it as a date rather than a number (see "last\_order\_at" below).
### Here are some examples of data property key and value pairs:
```
window.workevoSettings = {
email: "bob@example.com",
user_id: "123",
app_id: "abc1234",
created_at: 1234567890,
"subdomain": "workevo", // Put quotation marks around the text string
"teammates": 4, // Send numbers without quotes
"active_accounts": 12,
"last_order_at" : 1350466020, // Send the date in Unix timestamp format and end the key name with "_at"
"custom_domain": null // Send null when there is no value to the user
}
```
### Things to remember:
* Key names are case-sensitive and can contain dots ('.'), Dollar signs ('$'), characters like “\~\`! @ #% ^ & \* '{} | \ ”Or NULL.
* The data values must be submitted as JSON strings, numbers, or booleans (true or false). We can accept objects, nested hashes, and array data formats.
* The text string value can only contain up to 255 characters.
* You can delete existing data values by sending empty strings.
* Workevo automatically tracks some standard properties. Check these before creating custom attributes.
### Once you've updated your code and started tracking data, you should:
* Turn on identity verification for your users.
* Create descriptions for each attribute to help your teammates understand them
### Have trouble?
If you have any problems adding custom data attributes to Workevo, just email us at ****. We will help you set up and track the data you need right away.
# Track conversions and clicks with UTM parameters
Filter your customers according to their UTM specifications, so you can track their product purchase journey.
Easily keep track of the advertising campaigns your customers are converting from. Workevo automatically tracks five standard UTM parameters so you can.
* See where users sign up for your product the most.
* Increase subscriptions from your advertising campaigns.
* Send automatically targeted messages to registered users from specific sources (e.g., Google ads).
* Measure the ROI of your advertising campaigns by comparing the revenue generated by the campaign with the campaign costs.
* Automatically send your leads to Workevo.
**Note**: Workevo only stores the most recent UTM data of your potential customers. If your prospect is engaged with multiple advertising campaigns, Workevo will only display UTM data from the most recent campaign.
### What is the UTM specification?
Your UTM parameters are pieces of information in a URL that identify potential customers of the site, the type of channel they have subscribed to (the media), and the advertising campaign they have linked to. Here are the UTM parameters:
* utm\_campaign
* utm\_source
* utm\_medium
* utm\_term
* utm\_content
Best practices for using UTM data in Workevo
Once you have set your UTM parameters in Workevo, you can see where your new subscription is coming and send them targeted messages. Here, the method:
### Best practices for using UTM data in Workevo
Once you have set your UTM parameters in Workevo, you can see where your new subscription is coming and send them targeted messages. Here, the method:
#### 1. See where users sign up for your product the most.
It easily detects trends in the way specific groups of users subscribe to your product. For example, your most engaged users may come from a specific source, like Google Search ads. In Workevo, simply filter your users by your UTM parameters (in this example, utm\_source = google).
You can also see where your least engaged users are coming from and investigate why they're not engaged in your product.
#### 2. Send automatically targeted messages to the new subscription.
Did you just run a successful ad campaign? You can identify subscriptions from that campaign in Workevo and send them customized auto-messages.
Or, you can run an ad campaign to advertise ebooks to two different groups of users (for example, marketers and product managers). If you use UTM parameters to pass audience information, you can filter your downloaded objects into two separate groups - in this case, marketers and product managers. You can then create highly relevant smart campaigns that fit each group.
For example, you can import all registered people through a specific Google ad into a smart campaign in Workevo. Then, create a series of automated messages that match the messages on the page they have converted from. So if you are introducing a certain feature in your Google ads, the messages in your smart campaign will reinforce it.
With more visibility on the user's touchpoints, you'll write better messages that fit their experience.
#### 3. Increase conversions on your advertising campaigns.
With the UTM parameters in Workevo, you get a clear picture of how your advertising campaigns are operating. Just filter your leads or users by an automation, source, or any other parameter you're using, seeing how users interact with your product.
For example, imagine you are running an ongoing advertising campaign. But you can see in Workevo that users from that campaign are very likely to use your product and become paying customers. With this data, you will make better decisions about which campaigns perform best and not just based on the initial volume and ad clicks.
#### 4. Measure ROI on your advertising campaigns.
If you measure the revenue generated by customers from a particular campaign, compared to the cost of that campaign, you can measure the overall ROI of the campaign. You should also compare revenue from multiple advertising campaigns to see which campaign gets the most customers, with the most effective rate.
#### 5. Automatically send your prospect's UTM data to Workevo.
If you use our Workevo integration, you can easily map your UTM parameters to the fields in Workevo. For example, you can map your 'UTM source' to the 'Source' field in Workevo. Then, your lead source will automatically update in Workevo when they are assigned a source in Workevo. Your sales teammates will then be able to see the most recent source your potential customers have come from, so they have more context on how to nurture them best.
#### 6. Write better help content with search data
If you send Google Search keyword data to Workevo via UTM parameters, you can even see what keywords new subscribers are searching for when they visit your site. For example, you may find that many of your users are searching for your site by searching for specific questions. You can use this information to write relevant help articles that address your users' problems.
# Customize Workevo to be about your customers
A default installation of Workevo will allow you to answer important questions about your user base quickly. But sometimes you want answers to questions specific to your users and products. You can send accurate Workevo data to your user base in two ways: custom user properties and events. Below, we will share some best practices examples to help you customize Workevo about your users.
### What are user properties and custom events?
Custom user attributes are data that you send us about your users. Various events; Specific actions that your users perform in your product.
For example, if you have a project management tool:
* The custom user attribute you submit may be the same as the project number that the user-created or the name of their package.
* While an event can tell you when your users upgrade their packages.
### Make Workevo is about your users.
You can send any custom user properties you want to Workevo. Custom user attributes are ideal for helping you answer questions like:
* How much? For example, which users pay you more than $ 10 per month?
* What is your name? for example, show me a list of all users whose job title is Marketer
* Is it true or false? For example, which users have used my calendar feature? (calendar feature = true) and which users are hiding? (calendar feature = false)
* What day? For example, which registered users will end on September 1?
### For example, custom user attributes to submit.
You may have questions specific to your user base. Therefore, you should submit Workevo whatever your custom user properties need to answer them. And you should only send data that capture meaningful information about your users (like their monthly spend, the number of teammates they've added or their subscription date ended).
You may have questions specific to your user base. Therefore, you should submit Workevo whatever your custom user properties need to answer them. And you should only send data that capture meaningful information about your users (like their monthly spend, the number of teammates they've added or their subscription date ended).
Here are a few common examples we find that you may be inspired by:
Project created - If you own a project sharing tool, you'll want to know which users (and how many) users have or haven't created a project yet. This data tells you who needs help to succeed with that feature.
To find out users who have not created a project, filter the user list to show to all people with 0 projects created:
**Calendar feature** - You may want to see a list of all users who have used your Calendar feature on the last day. This will be a valuable group to request feedback.
**Job title** - You may want to see a list of all marketers who use your product. You can tell this specific user group about your new analytics feature.
**Monthly Spending** - You may want to find out which users are spending more than $ 50 per month on their subscriptions. This will be a great group to give a thank you gift for.
Here's how you will filter your user list for that:
**Uploaded songs** - How many users have uploaded more than 80 songs, for example, out of 100 possible songs? If someone is going to the limit, they will be an excellent candidate to upgrade, so you should let them know about your plan of 500 songs.
**Download ebook** - Which users have downloaded your latest ebook? This favorite content group might be interested in your latest blog post writing on a similar topic.
**Purchased products** - Maybe you want to know who bought more than five products from your store. You can then give this group a gift for their loyalty as future purchase discounts.
Remember, these are just a few examples. You can send Workevo any data that makes sense to you to understand your users better.
### Add a description for custom attributes.
You can add descriptions for any custom attributes you create in Workevo. This will help both you and your teammates remember your custom meaning. Here is how to do it.
### Track actions users take in your product.
To track specific actions a user takes in your product, you should send events to Workevo. Events tell you the first time your users performed an action (for example, when an upgrade was registered), the last time they took that action (for example, the last time they exported PDF) and the total the time they take action (like the number of times a particular feature is used). If you are looking for inspiration, you can see our guide to using events here.
# Custom attributes and events: what's the difference?
When to use custom attributes and events to track customer actions.
Custom attributes are data that you track about your users or potential customers, for example, how many projects they have created in your product. That is a unique value about a piece of information.
For example, a user subscription is something you can track using custom properties. You can then filter and message all users in that package.
Events are information about what your customers do and when they do, for example, when they first created a project, and most recently, they created a project.
For example, when users change their subscription is ideal for recording as an event; It will allow you to filter all users who have changed their packages in the last 30 days.
Custom attributes are ideal for:
* Descriptive information about the user, such as extended profile data, address, subscription options, or device data.
* A unique updated value, such as the last activity date or a number of followers.
* A unique value true or false, such as completing a tutorial.
Events record counts, first and last occurrences, so ideal for:
* Activity, such as using a specific feature or the number of times a feature has been used.
* When data changes, such as when the registration changes or the last time you place an order.
* Data may only be needed for a period of time, such as using the original feature.
### Use custom properties and events together
You can filter your customers by custom events and properties together. For example, if you want to know who has downgraded to your Starter pack in the last 30 days, your filters would be:
* Plan = boot plan (a custom attribute).
* Downgrade plan less than 30 days ago (an event).
Another example might be recording your customers’ purchase information. You could track the total amount a person has spent as a custom attribute, as it is a single value that gets updated over time. Whereas if you wanted to track the individual orders, you would use events, as they let you count the times a user has placed an order.
To include more detail about an event in your audience filters or message content, you could use a custom attribute to record the details of the most recent occurrence. For example, you might track an event whenever a product is purchased and you could track the name of that product as a custom attribute, “last\_product\_purchased”. This would allow you to send more targeted messages to customers after people who purchase a specific product.
# Track Events in Workevo
Record the specific actions a user takes in your product - tracking first, last time, and the total number of times a user does something.
You can track the actions your contacts take as events, both while logged into the product and while visiting your website.
Events that record the first, last time, and the total number of times a contact performed an action. When you start tracking events in Workevo, you can filter your contacts and send them automated messages based on their actions, including:
* When they have done an action a certain number of times.
* The first time they acted.
* When it was "X days" since the last time they took action.
You can track the actions that the logged-in contact and the logged-out visitor are performing. For example, you can track:
* The last time the contact performed an action. For example, the last time they exported PDF or visited your help center.
* First time contacts choose a paid plan or use a discount code.
* When contacts invite others to your service.
* When (and what) someone ordered on your website.
**Important**: The events described here are only examples and may require assistance from an engineer or developer to perform. 👌 It's easy with the Workevo JavaScript API, REST API, or one of our mobile SDKs.
These are just some of the ways you can use events to better segment contacts based on their actions and send both visitors and users messages by behavior.
**Note**: Events under 90 days in a timeline can only be viewed, both in user-profiles and via the API. However, you can still filter and message users based on events older than 90 days. This will not affect the first/last dates that occur if they were more than 90 days ago.
### Events versus custom attributes
Custom attributes are the data you track about your contacts, for example, how many projects they have created in your product. That is a unique value about a piece of information.
Events are information about what your customers do and when they do it, for example, the first time they created a project and when they most recently created a project.
Check out this article for more details on when to use custom attributes versus events.
### Filter and message based on events
By filtering your contacts based on events, you can see:
* The contact has created more than two reports.
* User-created their first report more than five days ago.
* All pages lead visitors before registering.
* The most massive contact of specific features in your application.
Or, with event filters on your automated messages, you can target:
* Visitors have added a product to their cart, but have not been tested.
* Visitors have downloaded your white paper.
* The visitor encountered an error when submitting the form on your website.
* Contacts have never used a feature, encouraging them to try it out.
You can combine these rules with some standard Workevo filters like the "Last seen" filter if you want to send a message to a more specific set of active customers.
**Note**: It is currently not possible to filter your guests based on event metadata or include it in messages.
### More ways to use events
You can capture many types of activities in Workevo by events.
#### 1. Upgrade the subscription
In this example, a user changed their subscription from Starter to Dynamite Pro. You can think of it as a single event, like this:
You can also add context to the event by tracking some metadata with it, such as:
* New plan name
* Price new plan
* Name of the plan in advance
* Price plan in advance
* Date of change
You can use this event to send automated messages to thank contacts for the upgrade.
#### 2. Use product features
In this example, the contact has used the new mail feature. By following this type of event, you can conduct product research on new mail features and contact your contacts to learn things like "what works well?" and "what could be improved?".
#### 3. Purchase
In this example, you recorded that contact bought a video game. This will allow you to send a cross-selling message, or a thank you to the contact. Also, note that a purchase has occurred, you will send some additional metadata:
* The name of the item to be ordered.
* A serial number links back to the retail site. We can use a rich link here because that allows us to display the number as the link title.
* Time Order. You can send it as a timestamp and display an easy-to-read date for the event.
* A number of orders. You can send the amount in dollars.
* Invoice Stripe, we will create a link to it.
#### 4. Viewed page
You may want to know which visitors viewed a particular page and how many times they viewed that page. For example, if visitors visit your pricing page multiple times, they may be interested in buying a subscription. Or, when a contact visits your confirmation page after a purchase flow, you may want to activate the thank you message.
If you want to filter the audience for a message for every visitor who has viewed your price page more than twice, you can, if you track your price page view as an event.
# Set up event tracking in Workevo
How to set up events to track user behavior
There are three ways to send events to Workevo:
1. JavaScript API Workevo
2. Directly through the REST API
3. Through our mobile SDK
Here's how to set up each method:
#### 1. The JavaScript Workevo API
You can send an event using Workevo (‘trackEvent'). This will link the event to visitors, leads, or users currently following and send it to Workevo. The final parameter is an optional metadata object that can be used to send more details about the event.
```
Workevo('trackEvent', 'purchased-item');
```
Facts with metadata:
```
var metadata = {
item: 'NES',
price: {"amount": 2900, "currency": "usd"},
catalog_img: "https://downloads.Workevocdn.com/128113c39a6a.jpg",
order_number: {URL: "https://example.com/tx186373", value: "TX186373"},
stripe_customer: "0ry6mmrFxKxtGG"
};
Workevo('trackEvent', 'purchased-item', metadata);
```
#### 2. Directly through the REST API
You can track events live through the REST API, using the language of your choice or one of our supported SDKs:
* PHP
* Node
* Ruby
* Go
* Java
* .NET
When tracking an event using the REST API, you can also specify the generated time of the Created Time to specify when an event takes place. The time created is a Unix timestamp, which measures the number of seconds elapsed since Thursday, January 1, 1970, UTC. We do not support sending time zones with timestamps. Timestamps sent with higher resolutions (for example, milliseconds) will be rounded to seconds.
See our API Documentation for more details.
### Things to remember:
* Key names are not case-sensitive and may contain dots ('.'), Dollar signs ('$'), characters like \~ \`! @ #% ^ & \* '{} | \ '" or NULL.
* The text string value can only contain up to 255 characters.
* In the event summary in Workevo, any dashes in the primary name will be deleted. The key is still important to keep track of data, while 'you are invited' and the friend you are invited to 'will be displayed as you were invited in the user interface, two fields representing different data.
### Add a description for the event
You can add a description for any event you create in Workevo. This will help both you and your teammates remember the meaning of the event and you will quickly understand how to use it.
### View events in Workevo
The event is visible in two places in Workevo:
1. Events are aggregated and a summary is displayed in the sidebar of the user profile.
2. Each individual event appears in the activity timeline on user profiles along with other activities such as segments and conversations.
**Note**: When someone first contacts you and is added as a lead in Workevo, you can see any events they've watched in the last 90 days before contacting.
### How do I delete an event?
Follow these steps to store an event.
**Step 1:** Open your settings menu in the lower-left corner of the screen by clicking on your avatar.
**Step 2:** Select 'Events' from the left menu.
**Step 3:** Click the event you want to archive and click the 'Archive' button.
You can always unarchive an event later if you change your mind, but the archived events will not be recreated if you follow them again.
As we mentioned, you can send metadata with any event we will store, and you will see it in Workevo. Please note that it is currently not possible to filter your guests based on event metadata or include it in messages. Each event can be submitted with up to five schools, and we support the following data types:
* **Metadata**: Description.
* **String**: A simple string.
* **Number**: Positive or negative numbers.
* **Date**: The timestamp we will display as a readable date.
* **Link**: An http or https url, we will create a connection.
* **Rich link**: An http or https link, also sent with a header, we will create a connection
* **Image**: An http or https link to an image we will display.
* **Stripe (retail)**: Invoice, customer identifier, or fee, which we will create a connection.
* **Monetary (retail)**: An amount with a single currency.
### Best practices for capturing events
Events are best to filter and segment your users and send targeted messages to your customers.
With that in mind, we have some suggestions on how to make the most out of Events:
1. **Submit events that capture meaningful action**. Purchasing is an excellent base for a conversation instead of recording all the clicks that lead to that purchase. Significant events will also make creating filters and automated messages much more comfortable.
2. **Send events as if they were social interactions between your users and your business**. Each of your Users in Workevo has its activity timeline displayed from the profile page.
3. **Submit the right amount of metadata**. Metadata is an excellent way for contextual activity, but sending too much can be distracting. Remember, you can always link back to your systems for more details.
4. **Use events to understand users interacting with users, such as invitations and social activities**. You can use metadata to provide a rich view of how users interact with your business and each other.
5. **Name your events in a way that makes them easy to read in Workevo**. Using a past tense verb at the beginning of the event name makes the action easier to understand when it appears in the user's activity timeline, for example: "Purchased an item", "Create profile" or "Viewed product tour".
### Troubleshooting events
There are a few things to keep in mind if you have trouble keeping track of events in Workevo:
1\. Do I send duplicate events?
Each event is determined using the following data:
* Name of the event
* Timestamp created
* User activated event
* User workspace belongs to
Any two events with the same value for those fields will be considered the same event. Therefore, we do not store subsequent copies of events after receiving the first copy. Note that we currently maintain duplicate information for 48 hours from when we see the first event, but this may change.
2\. Have I downloaded the Workevo JavaScript library?
To track events with the JavaScript API, you will have to ensure that the Workevo JavaScript code has been loaded successfully on the page. To install Workevo, copy the first code snippet in your web settings, where we pre-populate your workspace ID (this is called the App\_ID in the code) for you. Then paste the code right before the closing tag of any page you want to track events.
3\. Have I watched the event in the right place?
To target users' automated messages based on an event, the event needs to be tracked by the user who logged into your product. The same applies when targeting automated visitor messages - only events that have been tracked by logged-off visitors appear as available object filters.
# How to collect valuable data?
As soon as you install Workevo, you can answer these questions about your users and what they do in your product.
### See who's online right now.
When you log into Workevo, you will get a list of all your users sorted by the time they were recently active. You can instantly see which users are online (a green dot will appear above their username), and you can see when your users have 'Last seen.
End users are considered online, and the green dot is displayed, whenever they have a browser tab open with the Workevo messenger on it.
**Note**: Just opening a browser tab doesn't make any end-user requests for Workevo, so online status (green dots) and temporarily may not agree synchronization.
**Tip**: If you have a one-page application where users don't reload the page as they navigate around, we recommend that you follow this guide, to ensure that "Last seen" is updated: Integrating Workevo in a single page application.
Find out who is new, who is active and who is not active.
### Immediately, you will get three default segments directly allowing you to see quickly:
* Who is new? - This is a list of all your users registered on the last day.
* Who is positive? - These are all your users who have used your product in the past 30 days.
* Who is inactive? - These are your risk customers because they haven't logged into your product in the last 60 days.
### Discover who your users are and how they interact with your product
Standard user attributes are predefined data points that you can filter to answer specific questions about your user base. They appear on the left side of your user list. You can easily filter and find useful information about your users like:
* Who last logged into your product on the last day?
* Who has registered your products in the past month?
* Do users live in a specific city?
* Which users were last contacted more than two days ago?
* Who has more than 1,000 Twitter followers?
* Who unsubscribed from your email?
### Ask as many questions as you like to gain insights into your customers.
You can ask (and combine) as many questions as you like about your user base, and you'll get answers in seconds. For example, you might want to find out:
* Who logged in once but never came back?
* Which users in your free plan have not yet upgraded?
* Which users registered 30 days ago and have logged in more than ten times?
* Which users registered 60 days ago, logged in more than ten times but last seen more than 30 days ago?
* Which users have logged in in the last 30 days but haven't been contacted in the last 60 days?
You can also get answers to questions specific to your user base by sending your own custom user properties or events to Workevo. You can then filter and combine your custom user properties with standard user events and attributes to answer any questions you want.
# Custom data planning tool
A resource to help you plan and build custom data parameters for engineering.
Tracking custom data means Workevo can tell you who your customers are and what they do in your web application or mobile device. The tool at the bottom of this page helps you plan events and custom attributes you want to track in Workevo. Just share this parameter with your engineers so they can send your custom data to Workevo.
### Plan your events:
You can plan events you want to send to Workevo. Event data records whenever a user takes specific actions in your product. For example, you can track the first time a contact clicks on a particular page or when they buy the most recent item.
### Plan your custom attribute:
You can also plan custom attributes you want to send to Workevo. Custom properties record data about your contacts like the plans they have taken or the number of projects they have created. Select the type of data each custom attribute should have:
* **Number** (for example, the number of projects that users have created or songs they've uploaded, etc.)
* **String** (letters and numbers).
* **Unix timestamp** (date - for example, the date the user canceled their account).
* **Boolean** (True / False - for example see if users have a Pro package or not if they are trial users).