Autopilot FAQs

This action allows you to send contextualSlack messages to a particular Slack channel, based on the contact that flows into it.

invite your team members

Some possible uses of this action are to notify your team when:

a form is completed (use the Form Submitted trigger );

a contact meets certain criteria (use the Smart Segment Trigger or Field Match trigger); or

a contact interacts with an email (use the Email Activity trigger).

How to connect

Before you get started, you need to connect to Slack in Settings :

Click "Connect to Slack" and then follow the login steps on Slack's website:

How to create a message

Now go back to the Journeys app, and drop the action. Click"New Message":

Name the message and choose the channel you would like it to send to:

Next, populate the message.

You can use any contact variablein your message. This includes fallbacks in the usual format of --variable=fallback-- (for example, --Company=no company provided-- would output "no company provided" if the company field is empty for that contact).

If you don't feel like typing, you can use this buttonto insert contact variables:

To make it possibletoaccess the contact to which the message refers directly from the message, you can add a"Contact Link" variable by typing:

--Contact Link--

This will insert a link into the message that will open the contact record in Autopilot.Don't forget to to Autopilot so they can open these links.

If you use the following formatting, you can customize the link text. For example, the following will insert"Click to view in Autopilot" as the hyperlink text:

<--Contact Link--|Click to view in Autopilot>

Autopilot also fullysupports:

styling (e.g. below I've bolded using * on either side of "Their message was");

emoji; and

image links.

So let's put this all together. This:

...will output the following in Slack:

When you have finished composing your message, click Publish:

Then publish your Journey to make it live:

Please note that in orderto avoid duplicates, if the same contact enters the action in less than a minute, we'll only show the message once.

How to use mentions in your message

One way you can further take advantage of Slack messages to improveyour internal workflow is to <@mention> people in your messages, or alert entire channels (with <@channel>) when something should be brought to their attention.

You can use the Slack username or userID value when mentioning a Slack user:

<@username>

<@userID>

For example, let's say you wanted to alert a particular sales person, Peter, every time a new Enterprise lead comes in (measured by the number of employees). You could put a condition that checks if employee size is greater than 1000, andthen sends a message that includes a mention of <@peter>:

How to manage your messages

Note that when you manage your Slack messages, you'll do it through the Notifications manager. This is because Slack messages are another type of notification.

You can tell whether the notification is a Slack message, or an email notification, by looking in the "Type" column:

Contacts that enter thisaction will be immediately ejected (i.e. removed) from theJourney.

Activity Feed

Whenshould I eject contacts from a Journey?

You should eject contacts when it's no longer appropriate to communicate with them in the context of that Journey. This is generally because they:

completed the Journey's goal(e.g. they became a customer); or

areno longer eligibleto remainin the Journey (e.g. a member of yoursales team determined that they are a "junk" lead).

How does ejectionwork?

The Eject from Journey action doesn't have any configuration; the only decision you need to make is where to place it in your Journey.To keep things as simple as possible, we recommendconnecting the Eject from Journey action to a trigger.

For example, let's say you had the following email nurture, and yourgoal was to get contactsto signup to try your service:

Once contactscomplete your signupform, thus completing the Journey's goal, it makes sense to remove them from the Journey. To do this, you would add a Form Submitted trigger and connect it to the Eject from Journey action:

In situationssuch as the above, we recommend creating a separate Journey to communicate with the contact once they submit the form. However, if you wish to include other actions (e.g.a confirmation email ) after the trigger in the same Journey, please ensure thatyou place them sequentiallybefore the Eject from Journey actionto ensure that they run before the contact is removed from the Journey:

In some cases you mighthave multiple reasons why you would like to eject a contact from your Journey. In cases like this, we recommend usingthe Smart Segment Trigger.For example, the smart segment below includes contacts whose:

status is closed or junk; or

have submitted the signup form.

Next, configurethe Smart Segment Trigger to add contacts to the Journey who enter the segment in the future:

Then connect the Smart Segment Trigger to the Eject from Journey action:

How can I keep track of which contacts were ejected from a particular Journey?

To do this you could:

add them to a list ; and / or

notify yourself via email or Slack.

As noted above, to ensure that theseactions occur before the contact is ejected, please place themsequentially before the Eject from Journey action:

The Contact Activity Feed also shows which Journeys a contact has been ejected from:

Can contacts re-enter Journeys that they wereejected from?

Yes. Contacts can enter Journeys multiple times viaany trigger (including the same trigger) as long as they meet a trigger's criteria.

While it will often make sense for a contact to be able to re-enter a Journey that they have been ejected from, if you want to prevent this, you could add them to an exclusion list prior to ejecting them, and then use the Is on List or Segment condition after the trigger to check if they are on that list:

If I'm using ejection in my Journey, wouldI everneed to also use conditions?

Ejection is designed toremove contacts from a Journey thatare already flowing throughit. If there are contacts that you would never want to flow through your Journey in the first place, you shoulduse a condition at the beginning of the Journeyto prevent them from reaching any actions.

For example, let's say you don't want to send nurture emails to your competitors ifthey signup to try your service. In this case you would create a smart segment containing your competitors and thenplace an Is on List or Segment conditionprior to the first email.This will prevent your competitorsfrom ever flowing into the first Send Email action:

You will see in the above example that the Journey still includes the ejection component. This:

accounts for the fact that an event may occur after the contactenters the Journeythat causes them to meet your ejection criteria (e.g. they begin working for a competitor); and

prevents you from having to place a condition prior to every action.

How can Iensure that only contacts alreadyflowing through a Journey are ejected?

In some cases a contact that wasn't alreadyflowing through the Journey may enter itvia the trigger connected to the Eject from Journey action. For example, in the Journeybelow, imagine a contactsubmits the signup form, but isnot on the "Leads" list and therefore isn't alreadyflowing through the Journey:

So while they were technically in the Journey (because they just entered it via the Form Submitted trigger), and were therefore able to be ejected from it, they weren't already flowing through the Journey in the sense that they were being nurtured.

Because contacts can re-enter Journeys thatthey have been ejected from (see above), there is no harm in ejecting them in this context. However, if you believe this will cause confusion amongst your team(particularly since the contactwill show as being ejected from the Journey in their Activity Feed ), then you could re-structure this Journey in one of two ways to prevent this:

1. Replace the existingtrigger with a Smart Segment Trigger

The Smart Segment Trigger allows you tonarrow down the contacts that enter the Eject from Journey action to those contacts already in the Journey. In this approach you would create a smart segment refined by those contacts on the "Leads" list that have also submitted the signup form:

Then replace the Form Submitted trigger with the Smart Segment Trigger :

Remember to set the trigger to add contacts to the Journey who enter the segment in the future:

2.Add a condition before the Eject from Journey action

In this approach you wouldaddthe Is on List or Segment condition after the Form Submitted trigger to check if the contact is on the "Leads" list prior to ejecting them:

How are ejected contacts reflected in Live View statistics?

Ejected contacts are included in Live View statistics. For example, if a contact was on an Add Delay action when they were ejected, the Live View statistic for that shape will continue to include them, as that is where they ended their Journey.

To see the specifictime and datethat a specificcontact was ejected, you can view their .

Autopilot's native Pipedrive integration allows you to:

bi-directionally sync all of your Pipedrive "person" contacts to Autopilot; and

use the Pipedrive triggers, actions and conditions in your Journeys.

Follow the steps below to connect to Pipedrive. You can also learn more in the FAQ.

Connect to Pipedrive

You can connect to Pipedrive in Settings :

our blog post

Once you have connected, you will beasked to choose between default or custom field mappings:

The default option will create custom fields in Autopilot based on your existing Pipedrive fields and map them automatically. We recommend selecting this option, particularly if you're a new Autopilot user without any existing custom fields.

Thecustom option allows you to create fields yourself and choose which fields are mapped to Autopilot.Note that you can change your field mappings later.

Once the sync is complete, you'll see a dedicated "Pipedrive Contacts" list in the Contacts app:

What are some use cases for this integration?

Please see for example use cases for this integration.

What is a smart segment?

Smart segments allowyou to divide your contacts into meaningful groups, so you can carry outmore effective marketing. For example, you could create a segment with all contacts from San Francisco.

Smart segments are dynamic. This means that:

contacts that meet asmart segment's criteria will automatically enter it; and

contacts that no longer meet asmart segment's criteria will automatically leave it.

If you'd like to learn more about how you can use smart segments to create personalized, high-performing journeys, watch our videoon this topichere.

How to create a smart segment

In the Contacts app, you can createa smart segment by followingthe stepsdemonstrated below:

here

Allsmart segments begin with a pool containing all of your contacts; in other words, all contacts initially "match"until you applycriteria to narrow down your matches:

To begin, click "Select Criteria" and then select an option:

Here's a breakdown of each option:

Contact field value: contacts with a field value that matches the specifiedcriteria. For example, you could create a smart segment of contacts whose industrycontains "software", or whose phone number is "not empty".

Exclude list or segment: removes any contactson the specified list or smart segment from the pool of contacts that can match.

Refine by list or segment: limits the pool of contacts that can match to those on thespecified list or smart segment.

Form submission: contacts that have submitted aspecific tracked form.

Page visit: contacts that have visiteda tracked web page that matches the specified criteria.

Email status: contacts whose status matches the specified criteria for any, or a specific email. For example, you could create a smart segment of contacts that have opened any email, or contacts that have not been sent a specific email.

UTM parameter: contacts thathave visited a web page or clicked an email link that includes the specified UTM parameters.

Typeform submission:contacts that have submitted aspecific Typeform.

Lead Ad submission:contacts that have submitted aspecific Facebook Lead Ad.

LiveChat tag: contacts that have been tagged in LiveChat.

You can add additional criteria by clicking the "+" icon, as demonstrated below. You can also choose whether the additional criteria areconnected with an "AND" (i.e. allmust match) or an "OR" (i.e. only one must match). The selection you make will apply to any other criteria added:

As demonstrated above, you can use commas within a field value to perform "OR" operations:

In the above example the smart segment would find any contact in San Francisco or New York whose industrycontains "software".

Note: you can also use commas in "visited page" criteria to perform "OR" operations. However, this is not yet supported for UTM parameters.

Once a smart segment has been created, you can view its criteria by usingeither of the methods demonstrated below:

How to duplicate a smart segment

Duplicating (i.e. copying) a smart segment allows you to start with another smart segment's criteria, and then modify it:

Editing of an existing smart segment is not allowed in order to ensure that there is no unintendedimpacton publishedJourneys. Instead, pleaseduplicate the original, make the necessary modifications, and then update the necessaryJourneys with the new smart segment.

Contact records and activity feed

You can see on a contact's record which smart segments they belong to:

You can also see when a contact enters, or leaves, a smart segment in their Activity Feed :

However, note that the "entered" feed item will only be shown if someone enters the smart segment after it was created. It will not be added to contacts when the smart segment is initially created.

FAQ

Can I create smart segments based on custom date fields?

Yes. Learn more .

Is there a limit of the number of criteria in a smart segment?

Yes. You can have no more than 30 criteriain a smart segment. Note that this numberincludes the criteria of smart segments that you refine by, or exclude, from your smart segment.

The reason for this limit is to ensure that smart segments can be created incredibly quickly, and Journeys that rely upon smart segments can beprocessed extremely efficiently.

If you hit the limit, you will be shown the following message when you click create:

The "Request Review" buttonallows you to submit a Journey to one of our marketing specialists. They will review it and provide you with feedback.

Please note that:

reviews are only available if you have VIP Support ; and

you can only request a review once per Journey. So please ensure your Journey is as completeas possible beforesubmitting it for review.

How to request a review

1. Click the "Request Review" button on your Journey:

2. Complete the review form and click "Request Review":

3.Our team will reach out with feedback and suggestions via email.

4.Make the recommended changes, then publish your Journey.

This action sends a personalized SMS to any contact with a valid phone number.

Do I need to connect to Twilio?

No. By default, all messagesare sent fromAutopilot's Twilio account. This means you can send SMS messages immediately, without any setup. However, please note that a monthly limitapplies if you use Autopilot's account. To remove this limit and unlock advanced features such as reply capture, you can connect your own Twilio account(see below).

How many SMS messages are included?

All paid plans include 250 free SMS messages per month. Free trials include 50.

To send higher volumes, you can connect your own Twilio account and use a custom phone number instead of Autopilot's(see below). Autopilot also supports Twilio's CopilotMessaging Services and short codes (both addressed below).

A "message" is based on what Twilio considers a single message (i.e. 160 characters).If you exceed the monthly limit, and a contactenters this action, the message will not be sent and itwill be noted in the Activity Feed that it was notsent.

How do I connect a custom Twilio account?

If you'd like to use your own Twilio account, you can connectit here :

Twilio will handle the following messages

The benefits of connecting a custom account are that you can:

control the phone number that your messages come from;

receive replies to your messages;

capture replies to a contact field;

use reply outcomes; and

directly access Twilio'sdelivery logs, as well astheir support team.

The features mentioned above are explained in further detail below.

If you don't yet have a Twilio account, you can create one here.When you connect a Twilio account, you'll be asked to provide your AccountSID and AuthToken:

You can find these in your Twilio Account Settings here under "Console" then "Dashboard":

Once you've connected your account, you need toselect one of your phone numbers on eachSend SMS action and publish the Journey:

If you haven't yet purchased a phone number but wish to do so, you can do so here. Twilio also allows peoplein the US to port a number that they already own.

After you've successfully connected to Twilio, we highly recommend adding this configuration to your Twilio account. It will allow you to use reply capture and reply outcomes, both of which are addressed below.

How can I personalize my messages?

To add personalizationvariables to yourSMS messages, click on the personalization button:

In this case I'm using both the name and company that a contact enters on a tracked form to personalize the SMS they receive upon completing the form:

You can also add fallback variables to handle situations where you don't have data in a contact field for a particular contact. Just put =insertyourfallbackhereafter the variable. So it comes out looking like the below (which will say "your company" if the company field is empty):

How do I set adefault country code?

To send an SMS, Twilio requires a country code. In Settings you can set a default country code, which means that you don't need to worry about all of your contacts having country codes in their phone numbers:

To make your life even easier, if one of your contacts does have a country code, we’ll honor it.

So let’s say you have your default set to United States, but one of your contacts is in Australia, if their number is correctly formatted with the Australian country code of +61 in front of it, then the SMS will be delivered.

How do I know if an SMS was sent?

The Activity Feed will let you know when an SMS could, orcouldn't, be sent. Here's an example of when an SMS was sent:

The most common reasons for SMS messages not being sent are:

the contact didn't have a phone number;

the contact has opted out of receiving your texts;

the contact had an invalid phone number;

your country code settings are not set to your country(see above); or

you're on a trial of Twilio and are trying to send to a number that isn't in your Verified Caller IDs. To address this you can either (a) add additional test phone numbers to yourVerified Caller IDs or (b) add a balance to your account,effectively upgrading it from a trial to a paid account.

What outcomes are available, and what do they mean?

Outcomes allow you to take action based on a variety of events:

There are three default outcomes:

On Send:the number wasvalidand the message was sent to the contact.

On Failed Send:the message couldn't be sent to the contact. This canoccur for several reasons (see below). You may wish to add contacts that can't be sent a message to a list, or get in touch with them via another channel such as email.

Continue: use this outcome if you want contacts to move to the next shape regardless of whether or not they were sent the message.

When you connect a custom account, you will unlock additional, reply-based outcomes:

On Reply - Any: the contact replied to the message.

On Reply - Custom: the contact replied to the message and it matches a reply outcome (see below).

On Reply - No Match: the contact replied to the message and it doesn't match any reply outcome (see below). This outcome will only appear if you have added reply outcomes.

How do reply outcomes work?

Reply outcomes allow you to take action based on how a contact replies to your message, for example, "yes" or "no".

To use reply outcomes you need to:

be connected to a custom account (see above); and

add some configuration in Twilio.

To add reply outcomes follow the steps demonstrated below:

Next, connect your reply outcomes as desired:

When a contact sends a reply it will be displayed in the Activity Feed :

If you'd like to cater for replies that don't match a reply outcome, use the "On Reply - No Match" outcome:

To enable complex, multi-step interactions (often referred to as an "SMS chat bot"):

Contacts are only eligible to move through each reply outcome (e.g. "yes")once for each time they are sent a specific message.

Contacts can go down multiple outcomes if they send separate, unique replies that match different outcomes (e.g. "cookies" and then "milk").

If contacts receive multiple messages in a row from the same phone number or messaging service that both have the same outcome (for example, "yes") then replying "yes" will only cause them to move through the "yes" outcome of the most recently sent message from that number or messaging service. This is to avoid the reply activating an outcome from an old message that was previously sent but not replied to.

Contacts are only eligible to move through the"On Reply - No Match" outcomeof the most recently sent message from that number or messaging service.

Please also note that:

To make things easier, capitalization is ignored. For example, if you add "Yes" as your outcome, and someone replies "yes", they will still move through the outcome.

If a contact sends more than one word in their message, we only accept the first word. The benefit of this is that if your outcome was "Yes", and someone sent "Yes please", they will move through the outcome.For this reason, please only use single-word outcomes.

Reply outcomes are fully compatible with Twilio's opt-out keywords such as "stop" and "help". However, please note that Twilio will send a default reply to these keywords.

When you change an outcome's text (e.g. from "yes" to "ok") in the settings it will not be updated on the outcome displayed on the canvas. The configuration in the settings is what will be used when checking the contact's reply. To avoid any confusion,we highly recommend removing and re-connecting outcomes when you change them.

Contacts are only eligible for outcomes that were present when they entered the action.

If you have more than one contact with the same phone number we can't guarantee the reply will be associated with the contact you expect, since the reply is associated based on phone number. For this reason we recommend taking advantage of our export feature to find and update any contacts with the same number. You can then re-import them (selecting the override option) to update their phone number in Autopilot.

How does reply capture work?

Reply capture allows you to save a contact's reply to an SMS to a standard or customfield.

To use reply capture you need to:

be connected to a custom account (see above); and

add some configuration in Twilio.

To capture replies follow the steps demonstratedbelow:

Reply capture will save the first reply received after the message is sent. Subsequent replies to the message aren't eligible unless the contact is sent the message again; this avoidscourtesies such as "thank you" being captured erroneously.

If you plan on asking a series of questions and capturing the replies, we recommend connecting each message with the"On Reply - Any" outcome. This will ensure that the next question isn't asked until the contact replies to your last message:

Is it possible to have replies forwarded to me?

If you connect to a custom account (see above) you can havereplies forwarded toanother phonenumber. Please only use this feature if you are not using reply outcomes; the configuration changes outlined below will prevent you from using reply outcomes.

First, go to Messaging Services and click "Create new Messaging Service":

After you've entered a name (this can be anything you like), you need to complete the "Request URL". The Request URL is:

http://23.253.207.133:9007/?PhoneNumber=\%2Byourforwardingnumber

For example, if your phone number was a United States number, you would enterthe following:

http://23.253.207.133:9007/?PhoneNumber=\%2B14151234444

Please ensurethat:

yourforwarding number isdifferent toyour sending number (to ensure you don't end up in a loop);

your forwarding number needs to include country code (the "\%2B" acts as the "+" so please ensure you keep it); and

you have "HTTP GET" selected next to the Request URL:

Click "Save" at the bottom of the page. That's it!

When you receive a reply, it will come from your sendingnumber, but the message will specify the sender’s number, so you can easily copy it and send them a reply, or call them:

Please note that if you use Autopilot's Twilio account, you will not receive replies.Please keepthis in mind when composing your SMS; for example, you may wish to include a number in the SMS that the recipient can call or SMS if they'd like to contact you.

Can a contact be sent the same SMS more than once?

Yes.Given this is the case, please ensure that you consider the structure of your Journeys carefully.

If you don't want a contact to ever receive the same SMS, one way of achieving this is touse the Update Field action when it occurs the first time. You can then check that field with the Check Contact Field condition before the action is performed.

For example, let's say you only want to send an SMS to someone thefirsttime they submit your contact form, but on any subsequent form submits by that contactyou don't want to send another SMS. You could achieve this using the below Journey:

An alternative to the above would be to use the Add to List action, and the Is On List or Segment condition (i.e. add them to the list the first time they submit the form, and then check if they're on the list before performing the action).

Please note, however, that the same phone number can'tbe sent the same message in a one hourwindow; this is done to prevent accidental duplicate messages.

Which phone number field does Autopilot send the SMS to?

Contacts in Autopilot have two phone fields: "Phone" (sometimes this field is referred to as "Work Phone") and "Mobile Phone". If the contact has a number in both fields, we'll give preference to the "Mobile Phone" field. If the "Mobile Phone" field is empty, then we'll send the SMS to the number in the "Phone" field.

How do I connect a Copilot Messaging Service?

Once you have connected a custom account (see above), you can connect a Copilot Messaging Service. You can learn about the benefits of using a Messaging Service here, however highlights include:

Scaler: distribute messages across a group of phone numbers to reach large audiences in a short amount of time (great for high volume senders).

Sticky sender: send messages with the same recognizable phone number to create a consistent experience.

Geo-match: use local phone numbers when sending messages globally to automatically create a local experience for your contacts.

You can connect to a Messaging Service by clicking the link shownbelow:

You'll be asked to provide the name and SID:

You can find thesein Twilio's Messaging Services settings. You can also create a new Messaging Service under these settings if you don't already have one.

Once you have connected,you need to select the Messaging Serviceon each Send SMS action and publish the Journey:

In Twilio, don't forget to select the numbers that the Messaging Service will use:

You can alsoselect which features you would like to enable for the Messaging Service under "Configure":

Autopilot supports connecting multiple Messaging Services. To add another just follow the steps above.

How do I use a short code?

Autopilot supports the use of short codes (a five or six digit number) to send and receive SMS messages. Theyallow you to send and receive the highest volume of messages in the least amount of time.

Once you have connected a custom account, you can select themjust like your regular phone numbers or messaging services. You don't need to do anything additional.

Whatrequirements apply to SMS sent via Autopilot?

You are solely responsible for your communications and their legality under all laws and regulations.

The Send SMS action is intended to send personalized messages to individuals. You should only send SMS messages to individualswho have opted in to your service and are expecting communication from you.

Note that in accordance with industry standards:

STOP, UNSUBSCRIBE, CANCEL, END, and QUIT will stop contactsfrom receiving messages.

START and YES will opt contactsback in to the messages.

HELP and INFO will return a message informing the contact how they can unsubscribe.

Autopilot'snative Salesforce integration allows you to:

bi-directionally sync some or all of your Leads, Contacts and Accounts as records in Autopilot; and

use the Salesforce triggers, actions and conditions in your Journeys.

Thousands of companies including Patreon and Greenpeace use Autopilot's Salesforceintegrationto supercharge their marketing.

Follow the steps below to connect to Salesforce and configure your sync preferences. You can also learn more in theFAQ.

1. Connect to Salesforce

In Settings, go to Salesforce Sync and click "Connect":

here

When prompted, login to Salesforce. We recommend having aSalesforce administrator connect, as other rolesmay not have the necessary permissions.

2.Configure your sync preferences

By default, Autopilot will sync all Salesforce Leads, Contacts and Accounts. This is recommended because it gives you easyaccess to your entire Salesforce database in Autopilot:

However, if you'd prefer to only sync a selection of your Salesforce database, choosethe "Selectively Sync Leads, Contacts and Accounts" option. For each object this allows you to:

sync all records;

only sync recordsthat meet your criteria (e.g. status is not "junk"); or

not sync any records.

For example, below is a demonstration of how to only sync Leads whose status is not "junk":

You can add multiple criteria using the "+" button. These criteria are joined by "AND". For example, the criteria below would sync leads whose:

status is open; AND

country is not Australia.

You can put an OR between your criteria by using commas.For example, the criteria below would sync leads whose:

status is open OR working; AND

country is not Australia.

Autopilot will then syncwith Salesforce every 10 minutes and check for records that meet, or no longer meet, your criteria.

If you're using selective sync, an important decision is what should happen when a record no longer meets yoursync criteria:

These options work as follows:

Remove the record from Autopilot:the record will be permanently deleted from Autopilot and will stop progressing through any Journeys they had been added to. If the record meets your sync criteria again in the future, they will be added as a new record in Autopilot and no dataassociated with the previously deleted record will be restored (e.g. history of the emails they hadbeen sent).

Keep the record in Autopilot: the record will remain in Autopilot, but will no longer be synced with Salesforce. This means that they will be removed from the Salesforce list they previously belonged to (e.g. the Salesforce Leads list). Use this option if you'd prefer to retain the record's data in Autopilot (e.g. history of the emails they had been sent), and for them to continue to progress through any Journeys they had been added to.

Finally, choose whetheryou want to customize your field mappings:

By default, Autopilot will sync all standard Salesforce fields. However, if you have custom fields you'd like to sync, select "Custom field mappings". Note that you can change your field mappings later.

Finally, you'll be given a preview of your sync preferences. Ensure that everything is correct, and then click "Sync with Salesforce":

Once the sync is complete, you'll see two new dedicated lists in the Contacts app, containing the Leads and Contacts that you chose to sync:

Learn more about Autopilot'scontact and company records (and their Salesforce equivalents).

Calendly is a tool that lets prospects book meetings on your calendar without going through you. It's something the Autopilot team uses internally.

You can integrate Calendly with Autopilot using our Zapier integration. If you haven't yet heard of Zapier, learn more about our integration here.

To explain how the integration between Calendly and Autopilot works, let's take a look at an example. Imagine you have a form on your website that allows people to request a call for a demo of your product. To make your life easier, you want to:

email the leada link to Calendly so they can pick a meeting time;

follow up the lead if they don't book a meeting; and

avoid sending afollow up if the lead has already bookeda meeting.

To achieve this, follow the steps below.

1. Capture your form in Autopilot.

2. Create a list in Autopilot that your meeting inviteeswill be added to. I called mine "Booked Meeting":

is on list condition

3. Create a Journey like the one below:

Rememberto link to Calendly in your emails.

Note that while I've only added one follow up email in the example above, you could add as many as you like. You could also follow up leads who haven't bookeda meeting with an an SMS or on-site message. Just remember to add an before each follow up, to ensure that leads who have booked a meeting are not sent them.

4. Goto Zapier and create a new Zap. The trigger will be Calendly "Invitee Created":

The action will be Autopilot "Add Contact to List":

Select the list that you setup earlier, and then map the name and email fields to Autopilot:

Finalize and turn on your Zap. Now when people book a meeting they will be added to the list, and won't receive any follow ups:

How to change your password

In Settings go to "My Team", then hover on your team member and click "Change Password":

here

How to reset your password

If you can no longer remember the password to your Autopilot account,you can reset it .

To add, edit or delete a team member (often referred to as a "user"), go to Settings, then My Team :

plan

You can add as many team members as you like and it won't affect your pricing. For this reason, we encourage you to invite your entire team to Autopilot.

All team membershave the same permissions except for the owner, who can delete other users. The "owner" of anaccount is the person thatoriginally created it, and is marked as follows:

Learn how to change the account owner here.

Add a team member

To add a new team member, click "Add Team Member":

Complete the details (only first name, last name and email are required) and click "Send Invite":

The invited team member will receive an email with a confirmation link. When they click it they will be asked to set their password. You can add as many team members as you like, regardless of your .

Delete a team member

To delete a team member, click "Manage". Select the team member thatyou'd like to delete, and click "Delete":

As noted above, only the account owner can delete a team member.

Edit a team member

To edit a team member, hover on them and click "Edit":

Make your changes and then click "Save". Note that if you change your email address, it will become your new login email:

Please note that for security reasons you can't edit another user's email address.

By default your profile picture is Autopilot's mascot, George.If you'd like to addyour own profile picture, on the Dashboard clickthe edit icon:

My Team

This will take you to the settings. Click edit on your user:

Then click "Upload photo":

Click your profile image in the bottom left, and then click Logout:

The "owner" ofanaccount is the person thatoriginally created it.They are theonly personthat is able to delete other team members. The owner can make another team memberthe owner in Settings under My Team,by clicking Manage:

contact support

Then "Change Owner":

And then selecting the new owner and clicking"Change":

If for some reasonyou need to change the owner and your owner is not available (e.g. they left your company), please .

Autopilot supports multiple accounts under the same login. This is helpful for those of you that:

arerunning agencies;

have multiple divisions inside your organization that want to use Autopilot; or

need an Autopilot test account (often called a "sandbox").

Follow the instructions below to create and manage multiple accounts.

1. Sign-up for a trial account

Important: go to Step 3 if you already have an account and just want to add another one.

Createyour first free trial account here. Notethat the organization name you enter will becometheAutopilot account name, so please take this into account when completing the form. For example, if you're an agency you may wish to use the client's organization name.

2. Logout of your account

Click on yourprofile imagein the left bottom of thescreen and select "Logout":

account selection page

You'll notice the"View Accounts" link. Don't click it just yet though; you need to finish the next steps.

3. Create another account

Go back to the free trial form and create another account. Ensure that youuse the sameemail address as your originalaccount. You will be shown this message:

Clickthe "head over to login" link.

4. Login to your existing account

Login using your existing email and password. You will then be taken to your new account.

5. Switching accounts

Now you can switch accounts by going toto the, or by clicking on your profile image in the bottom left of the screen and then the"View Accounts" link(see Step 2).

Coming soon.

This trigger adds a contact to a Journey if a particular field meets your criteria.

Both new and existing contacts that meet your criteria are eligible.For example, if you configured the trigger as follows:

Smart Segment Trigger

Then:

anynew contactadded with "Nurture" in the Lead Status field will enter the Journey; and

anyexisting contact who has their Lead Status field changed to "Nurture" will enter the Journey.

FAQ

What are the differences between this trigger and the Salesforce Field Changed Trigger?

The first difference between this trigger and the Salesforce Field Changed trigger is that the Salesforce trigger queries Salesforce directly (which may be more convenient if you’re a heavy Salesforce user, and don’t want to map all of your fields to Autopilot ).

The second difference is that the Salesforce trigger willonly add existing contacts who meet your criteria after being modified. In other words, it will not add new contacts who meet your criteria to the Journey. If you'd like to do the latter, please map your Salesforce fields to Autopilot’s fields and use the Field Match trigger.

Does this trigger support date operations?

No, not currently. If you'd like to trigger a Journey based on a date field, please use a instead.

By default, all Autopilot accounts send email from what are referred to as "pooled" IPs. This means that users are grouped together based on their email deliverability performance to send from the same shared IP. There are some benefits to pooled IPs; for example, you can benefit from a positive reputation already established by other users.

However, if you wish to take full control over your deliverability, you can purchase a dedicated IP (sometimes referred to as a "custom IP"). This provides:

more control over your individual sender reputation;

automatic warm-up plan to establish a positive reputation; and

blacklist monitoring and help when you need it from our expert email deliverability team.

We recommendpurchasing a dedicated IP if you plan on sending around 50,000 emails a month or more on average.

How do I purchase a dedicated IP?

You can purchase a dedicated IP here by clicking"Subscription details", then "Change subscription", then select "Custom IP".

Can I purchase more than one dedicated IP?

Yes, simply enter the quantity of IPs you need when changing your subscription.

I don't see the option to purchase a dedicated IP

If you're on legacy pricing and would like to purchase a dedicated IP please get in touch with our support team who can assist you.

I purchased a dedicated IP but don't see it displayed in Settings

Currently we do not display dedicated IPs in Settings. If you would like to confirm your current dedicated IPsplease get in touch with our support team who can provide that information to you and answer any other related questions.

There's two ways to integrate your CRM appwith Autopilot:

Using Zapier (addressed below)

Directly via our API ( learn more ).

The advantage of using Zapier is that it doesn't require any custom development. If you're not yet familiar with Zapier, learn more here.

Please note that we have native integrations for Salesforce and Pipedrive.

Which CRM apps does Zapier support?

You can view the full list here, however some example CRMsinclude:

Insightly

Freshsales

SugarCRM

Contactually

What are some example Journeys I can build using the Zapier integration?

There's a huge number of possibilities, however here are some to get you started:

Add new leads in your CRM to a list in Autopilot

Nurture new leads with email, SMS, postcards and on-site or in-app messaging

Create new leads in your CRM that arecaptured via Autopilot (e.g. via your tracked forms or Segment integration )

Notify your team of your new leads via Slack

If you've readthe Zapier tutorial andhave questions about creatingJourneys using our Zapier integration, please contact our support team.

This article walks you through how to:

add the in-app tracking code to your app;

associate users of your app with contacts in Autopilot; and

display in-app messages to your users.

You must completesteps one and two in order display Headsup messages inside your app.

1.Add the in-app tracking code

Go to Settings, then under Tracking Code click For Apps :

here

Paste the code into the <head> tag of your app’s HTML.

This app-specific version of the tracking code makes two changes to the way the web pagetracking code works:

it allows tracking of visits due to URL changes within the same page (that is changes to the hash segment of a URL, or changes via history.pushState.); and

it will prevent an additional jQuery library being loaded onyour page. This is based on the assumption that your app already includesthe jQuery library. Note that for Headsup messages to work properly in app mode, you'll need to add jQuery to your pages.

The tracking code isfully asynchronous. This guarantees it will never to get in the way of other parts of your apploading.

2.Implement user association

In your HTML, after the Autopilot tracking code script, associate your app user with an Autopilot contact by doing the following:

<script type="text/javascript">

Autopilot.run("associate", "[email protected]");

</script>

Note:"[email protected]" in an example only. It should be replaced with the contact's actual email.

If a user logs into your app who isn’t yet in Autopilot as a contact, we’ll automatically add them as a new contact.

You can also provide further contact details, in addition to theuser’s email address, for example:

<script type="text/javascript">

Autopilot.run("associate", {

Email: "[email protected]",

FirstName: "Demo",

LastName: "User",

custom: {

"string--Logged--In": "true"

}

});

</script>

Note that "Logged In" is a custom field in the above example. Please remember to add the custom field in Autopilot here.

Please note that:

Email address is required, as we use it as a unique identifier for contacts in Autopilot.

If you want to update an existing contact, run a new associate with the updated details or use the API method here.

You canalso add a special key, _simpleAssociate:truethat will prevent updates occurringfor already associated sessions. You may be asked to use this approach by our support team in cases where you are calling associate frequently, such as on every page load. For example:

<script type="text/javascript">

Autopilot.run("associate", {

_simpleAssociate: true,

Email: "[email protected]"

});

</script>

3.Create your Headsup messages to be displayed inside your app

Once you've completed the above steps, you can now show Headsup messages inside your app byfollowing the instructions here.Learn howHint Health uses Headsup to create a killer user on-boarding experience.

Join thousands of companiesincluding Patreon, Greenpeaceand Microsoft and setup your custom domainto personalize youremails.

How does configuring a custom email domain work?

Autopilot can be configured todeliver email on behalf of your email domain. This doesn't mean the email will come directly from your email provider (e.g. Gmail), instead it will be sent on behalf of your domain through Autopilot's mail servers.

Think of it like this: we are posting aletter on your behalf, but with your return address on it. As far as the recipient is concerned, the email they receive looksexactlylike you personally sent it.

This is typical with marketing automation software and provides manybenefits, for example:

we have specialists constantly monitoring and tuning our email servers to ensure the best possible deliverability rates ; and

by using our mail servers, you're not subjected to sending limits set by providers such as Gmail (if you used such a provider, your email wouldend up bouncingon large sends).

What happens if I don't configure a custom email domain?

Untilyou complete this configuration:

Autopilot will send email from a pre-assigned domain name at our email server([email protected]); and

anything you enter in the "From Email" field will be used, by default, as the "Reply-to" email address (i.e. the email won't come from that address, but when people click reply, it will insert what you entered in the "From Email" field. This ensures you receive replies to any emails you send). Thiscan be changed to something other than the "From Email" if you wish to do so. Learn more here.

Once you've completed the configuration, your email will come from the address you put into the "From Email" field.

Does configuringa custom email domain affect my incoming mail orany other aspect of my existing email setup?

No, it will not. It will simply provide the necessarypermission for Autopilot to send on your behalf.

How to configure your email domain

1. In Settings, go to "Email", then "Domain",and then click "Configure mail domain":

OVH

2. Enter your domain name, e.g. example.com:

3.To complete the setup, fiveDNS record changes are required to verify ownership of the domain. You may require someone from IT to help with this step as it requires logging into the host provider account where you registered the domain name to make the changes.

Note: do not use the values below, this is just an example. Please use the values listed in your account.

The three basic types of records that will need to be added or changed are ‘CNAME’ (aka Alias), ‘A’ (aka Host) and ‘TXT’ (aka Text) records. The way you add these record types will vary depending on your domain provider's interface.

Example DNS provider interface:

Once you find where you add a DNS record you can copy the values directly out of the text boxes provided in Autopilot's DNS set-up page.Sometimes the host record does not contain the ‘yourdomain.com’ portion, if that is the case, it means it has been automatically included. You may also find that the wording of what we have labeled ‘host record’ and ‘value’ may be slightly different.If you encounter difficulty changing your DNS records, it can help to read your domain providers documentation.

Here are links to populardomain hosting providers' documentation:

Blue Host

GoDaddy

Google Cloud DNS

Namecheap

Rackspace

Digital Ocean

4. Once you've made these changes, you can verify them by clicking "Test DNS Setup":

Note: changes to your DNS records can be immediate or may take hours to update, depending on your provider. Our DNS testwill only detect live changes.

5.When a change is verified as correct, a green tick appears in the Status column. When all of the DNS changes are verified, click "Confirm Domain" to complete the setup.

Your configured domain

Once you have configured your domain and we have approved it, it will appear as below:

The default address is used if you create a new email and don't change the "From Email". However you can change easily the "From Email" to be [email protected] on an email by email basis.

The default address is also used as the "From Email" in internal notification emails.

Please note, if you need to change your email domain once it has been configured, please contact us. The reason we don't allow multiple changes is to ensure that Autopilot is not used for improper purposes.

Common errors

You have more than one SPF record.You need tocombine your SPF records into one record. Multiple SPF records may cause delivery and spam classification issues.

You can only have one Sender ID TXT record that starts with ‘v=spf1 .’. This may present an issue if you need more than one for other domain verifications (e.g. Google Analytics). Luckily, there is a way around this: add the entriesbetween the ‘v=spf’ and ‘-all’ like so: “v=spf1 include:spf.autopilothq.com include:google.com -all”.

Don’t forget your periods at the end of your DKIM and Bounces/SP records. While easily overlooked, this will throw an error in our DNS validation.

Remember to add 'include:sendgrid.net' to the Sender ID record so that it looks like: 'v=spf1 mx include:spf.autopilothq.com include:sendgrid.net -all'.

Network Solutions can take up to 24 hours for any DNS changes to take place. Please keep this in mind when checking your Autopilot account right after making changes.

Blue Host will sometimes use a ‘?’ instead of a ‘-’ in front of the ‘all’ in their Sender ID, however this will throw an error in our DNS validation. To fix this, update the Sender ID in your DNS records to use a ‘-’, instead of the ‘?’.

Amazon Web Services, or AWS, does not allow the '@' for configuring a Sender ID. Please use your normal domain name as the host.

GoDaddy does not allow '.' at the end of a DKIM CNAME entry. It must be 'sharedpool._domainkey.autopilothq.com'

has some trouble saving underscores in a CNAME record for DKIM in their new interface. Here is a work around from their Support team:

Create the CNAME record without underscores

Go to the "old customer interface" (Managerv3) and then to DNS Zone.

Click on "View DNS zone in text mode"

Add the underscores to the Autopilot CNAME line in the text editor.

For information on plans and pricing please see our pricing page, which also includes an FAQ section.

Answers tosome other questions which are not addressed on that page are provided below.

FAQ

How can I manage my subscription?

You can view your current plan, upgrade, downgrade, manage add-ons or cancel here.

Are companies counted towards my total contacts?

No, we don't count companies towards your total.

Are anonymousvisitors counted towards my total contacts?

No, we don't count anonymous visitors towards your total.

I am importing contacts that already exist in Autopilot in order to update them, will I be charged?

No, we only charge for new contacts.

Can I speak to someone about my account?

Of course you can! We're happy to answer any questions you may have about plans or pricing. Get in touch withus here and we'll put you in touch with the appropriate Autopilot team member.

You can update your credit card and billing address here.

Before cancelling your subscription, have you considered downgrading your plan instead? Learn more.

If you still wish to cancel your account, you can manage your subscription here.

Below is a collection of common questions we receive regarding Autopilot's Salesforce integration.

Whichedition of Salesforce do I need?

This question is answered here.

What does Autopilot sync?

Autopilot syncs some or all of yourLeads, Contacts and Accounts as records in Autopilot. Learn more about this here.

It also syncs:

Users, to enablelead assignment (see the Assign Lead and Assign Lead to Group actions); and

Campaigns (and theirmembers), so you can automate them in your Journeys (see Salesforce Campaign Member Status Changed trigger, Set Salesforce Campaign Member Status action, and the Check Salesforce Campaign Member Status condition ).

Can I sync a portion of my Salesforce records?

Yes.Learn more about selective sync here. For each object (i.e. Leads, Contacts and Accounts) itallows you to:

sync all records;

only sync records that meet your criteria (e.g. status is not "junk"); or

not sync any records.

How does the sync work?

The sync is bi-directional. So if you update a record in one system, it will be automatically updated in the other system.

How often does Autopilot sync with Salesforce?

The sync occurs automatically every 10 minutes. Learn more here.

How do I sync email permission with Salesforce?

This question is answered here.

How do I map my custom Salesforce fields to Autopilot?

By default, we will only sync with the standard Salesforce fields. If you have any custom fields, you can easily sync these with Autopilot. Learn how here.

Why are some Salesforce fields read only?

This question is answered here.

How do I add contacts createdin Autopilot to Salesforce?

Ifyou add a new contact in Autopilot, they won't automatically be synced with Salesforce.

You need to either add them to the Salesforce Leads or Salesforce Contact list, or have them flow through a Salesforce action. Learn more.

What happens when a contact can't be synced to Salesforce?

This question is answered here.

How are Salesforce Accounts reflected in Autopilot?

They are synced as "Companies". Learn more here.

How do I delete a synced Lead, Contact or Account?

Delete them in Salesforce. Then they will then be removed when the next sync occurs. To prevent accidental deletion, we do not allow deletion of any of these objects from Autopilot.

What are the Salesforce specific triggers, actions and conditions?

This question is answered here.

How can I remove a contact from the Salesforce Leads or Salesforce Contacts list in Autopilot?

These lists reflect the records currently being synced with Autopilot. To remove a contact from either list you either need to either change your sync preferences, or delete them in Salesforce.

Does Autopilot's Activity Feed sync with Salesforce's Activity History?

Yes. You can configure it in the Salesforce settings under "Activity Sync". This will push Autopilot's activity feed to Salesforce's Activity History:

field mappings settings

Learn more here.

Autopilot is supposed to de-duplicate contact records, so why do I have multiple records in Autopilot for the same person?

Autopilot prevents duplicates from being added on its end. If you had duplicate records in Salesforce when you connected to Autopilot, or duplicates are added directly to Salesforce after connecting to Autopilot, these will be reflected in your Autopilot account. To remove these duplicates, please delete them in Salesforce.

Who is assigned Leads or Contacts that Autopilot adds to Salesforce?

This depends on how you add the Lead or Contact to Salesforce. Learn more.

If your workflow in Autopilot doesn't specify who should be assigned the lead (i.e. you're simply adding Leads to the Salesforce Leads list )they will be assigned by default to the person who connected Autopilot to Salesforce.

If you use the Assign Lead action to add a Lead to Salesforce, you can assign them toa specific owner.

Note that this does not take into account internal assignment rules you may have setup in Salesforce itself. These may override the assignment that you specific in the Assign Lead action (see more below).

Do Lead assignment rules in Salesforce still apply to new Leads added via Autopilot?

Yes, when a Lead is added to Salesforce via Autopilot, your existingassignment rules in Salesforce will run asnormal.

Why do my Lead assignments keep changing in Salesforce, even though they have already been set in Autopilot?

You can assign Leads in Autopilot using the Assign Lead and Assign Lead to Group actions. However, sometimes you may notice that even after a Lead is assigned in Autopilot (and syncs to Salesforce), the owner changes again in the future and it's unclear why.

This is often explained by assignment rules in Salesforce itself. As noted above, any assignment rules in Salesforce will run as normalfor leads added to Salesforce by Autopilot.

If you don't want your lead assignment rules to change a lead's owner, please ensure in each rule youenable the "Do Not Reassign Owner" setting. If you don't enable this setting, then any update to the lead could potentially trigger a re-assignment (in the event that the update triggers a particular assignment rule).

If I use the Assign Lead action and an existinglead already has an owner in Salesforce, will it be overridden?

No, not by default.

The Assign Lead action has a "Keep current assignment if it exists" option. If you enable this then the owner won't be changed if they are already in Salesforce and have an owner. We’ll just update the other information specified on the action (lead source and lead status):

Unchecking this option will override the lead owner with the selected user.

Alternatively, if you just want to add someone to Salesforce and not assign them using the Assign Lead action, please use the Add to List action and choose either the Salesforce Leads or Salesforce Contacts list. Then they will enter Salesforce and follow your existing Salesforce assignment rules.

How is the link made between Salesforce andAutopilot records?

It is made by what's called the "Salesforce record ID". We retrieve record IDson initial sync, and then on an ongoing basis as records are added to Salesforce and synced with Autopilot.

When contacts enter Autopilot by means other than a Salesforce sync, we de-duplicate based on email address. So, for example, if you already have someone synced from Salesforce with a particular email address, and they submit a form on your website, that new record will be merged in Autopilot automatically, and ultimately synced with the existing Salesforce record.

If you have a Lead or Contact with identical emailsin Salesforce however, they would be given a unique Salesforce ID, and would be synced into Autopilot as separaterecords. For this reason, please ensure you manage duplicate records on the Salesforce end carefully. If you need to delete them, please do so on the Salesforce end.

Is the recycle bin from Salesforce used by Autopilot somehow?

Wefind deleted records by the IsDeleted property, which does gets set when records are moved into the recycle bin. This means they will be treated as deleted by Autopilot, and therefore won't appear in Autopilot.

In a Journey, if the record is a Lead, and they flow into the Create Opportunity action, what will it happen?

It converts them from a Lead to a Contact, and creates an Opportunity and Account (if there isn’t one already).

Autopilot talks directly to Salesforce so it performs the exact same actions thatconverting a Lead in Salesforce would do. Learn more here.

Can I convert Leads from Journey?

Use the Create Opportunity action (read more in the above question). Once converted, Autopilot then references the Contact in Salesforce.

If someoneflows into a Salesforce action, and they don't yet exist in Salesforce, will they be created in Salesforce?

Yes, except for the Update Salesforce Field Action,a recordwill be created in Salesforce if someone flows into the Salesforce action who does not yet exist in Salesforce.

These are: Assign Lead, Assign Lead to Group, Add a Task, Set Member Status, Create Opportunity.

Can I connect my Salesforce Web-to-Lead forms with Autopilot?

Yes. Learn more.

Does Autopilot support syncing with custom objects?

While Autopilot supports syncing with custom fields (for the Lead, Contact and Account objects), it does not currently support syncing with custom objects.

Why are Leads assigned via Autopilotnot triggering my notification emails setup inside Salesforce?

We use the REST API to connect to Salesforce (as opposed to the SOAP API), which unfortunately does not allow for this currently. The best solution is tosetup your notification emails in Autopilot instead of Salesforce. Under recipients, you can check the "Also send to lead owner" option to send the notification to the Lead owner by default.

How can I monitor my Salesforce API usage?

This question is answered here.

Is it possible to map Account fields to the Contact object?

Yes, however this is currently something our team will need to do for you, as it is not yet possible in the field mappings interface. Please get in touch with our support team and let them know the names of the Account fields in Salesforce, and the respective names of the Contact fields in Autopilot that you would like them mapped to. They will then configure the mappings and confirm.

Does Autopilot support Person Accounts?

Yes.If a Person Account is used in Salesforcethen Autopilotwill sync both the Account and the Contact (since Person Accounts use one Contact and one Account Record in Salesforce), but will remove the emailfrom the Account on the Autopilotside. This is to avoid having two records with the same email address in Autopilotand potentially associating the Account record with certain events (for example, page visits or form submissions). The Contact can then be used in Autopilot Journeys.

Since the Contact and Account records mentioned above do not share the same fields in Salesforce, if you need tosync a custom field to Autopilot for a Person Account, then you will need to add this field to the Contact object in Salesforce. You can then map that field so it is synced with Autopilot. If you would like values in Account fields to be automatically mapped to Contact records, our support team can assist you as mentioned in the answer above.

How isSalesforce's checkbox field typedisplayed in Autopilot?

Fields of this typewill display as either "true" (checked) or "false" (unchecked). When you add the corresponding field in Autopilot, please ensure you choose the type "True/False".

Why is the Activity History synccreating calendar entries in Salesforce?

The sync between Autopilot's Activity Feed andSalesforce's Activity History creates events. Salesforce automatically creates calendar entries based on these events. If this isn't ideal, we recommend turning off the sync in your settings.

Does Autopilot connect to Salesforce sandbox accounts?

Yes. In Settings, go to Salesforce Sync and click "Connect to Sandbox":

I am seeing "Invalid session ID: session expired or invalid", what do I do?

If you see this message, it means Autopilot is no longer authorized to sync with Salesforce. This may occur, for example,when the user who connected Salesforceto Autopilotis removed inSalesforce. To resolve this, click "Renew Connection" and login to Salesforce as an active Salesforce user:

Why does my session expiry as soon as I connect to Autopilot?

If you connect to Autopilot and then notice that your session expires immediately, you can resolve this bydisablingthese options in your Salesforce session settings :

Lock sessions to the IP address from which they originated

Lock sessions to the domain in which they were first used

Once you have done so, click "Renew Connection" as referred to above.

Can I query the owner of a Lead or Contact in Autopilot?

Owner, whether it's for the Lead or Contact object, is mapped to the "Lead Owner" field in Autopilot. This means you can create smart segments based on owner:

You can also use the Check Field condition to check owner in Journeys:

If you want to change the owner, please use the Assign Lead action.

Can I sync "Record type" and"Account type"?

Yes. Follow the field mappings process to do this. They will appear as shown below after you click the "Refresh Salesforce Fields" button on the .

Are changes in formula-based fields automatically synced to Autopilot?

No. Autopilot uses theLast Modified Date to determine when to sync changes to Autopilot. This is done to ensure that Autopilot's usage of Salesforce API is as efficient as possible. If a formula-based field changes but no other value is updated, Salesforce doesn't update the Last Modified Date. This means the change will not be synced with Autopilot.

If you have access to aSalesforce developer, they may be able to address this by creating a custom date / time field, and setting it to "now" every time the values that the formula-based field rely on are updated. This would force the record to update its Last Modified Date.

Do fields in Salesforce with no value show in Autopilot?

No, we do not display fields with no value (i.e. fields that are empty) on the contact record in Autopilot. They will only be displayed if they have a value.

This action sends a personalized push notification via OneSignal. It supports mobile and web push notifications.

If you don't yet have a OneSignalaccount you can create one free here. Once you have done so, you can learn how to add OneSignal to your mobile app here or website here.

How to setup the integration

There are two steps involved to setup the OneSignal integration:

1. Connectto OneSignal

You can connect to OneSignal in Settings :

OneSignal's article

Click "Connect to OneSignal" and enter your OneSignal App ID and REST API key. If you're not sure where tofind these, please see this article.

2. Populate the OneSignal "External User ID" with each contact's email

In Autopilot email address is our unique identifier (sometimes also called a "user ID"). For this reason, to ensure we're sending a push notification to the right contact, we utilize OneSignal's External User ID feature.

To set this up, pleaseuse the"setExternalUserId" method and set the External User ID for each user in OneSignal to their email address in Autopilot.You can view the relevant documentation here: Android, iOS and web. This will create and association between the Autopilot contact and the OneSignal user.

What does each setting do?

This action has the following settings:

Title (optional):the title to be displayed above the content of your notification. Supports personalization variables (see below). This will default to your app's title if you leave it empty.

Content :the content of your message.Supports personalization variables (see below).

Image URL (optional):an image to display on the push notification. It should be192 x 192 px or larger, and use one of the following file types:jpg, png, gif, webp, ico, cur, bmp (svg and gif animations are not supported). Please ensure you host the image somewhere reliable and that it is publicly accessible.

Web URL (optional): the URL to open when a contact clicks on a web push notification.

App URL (optional): the URL to open when a contact taps a mobile push notification.

How can I personalize my push notifications?

To add personalization variables to your push notification's title or content, click on the personalization button:

With an image added, this would produce the following push notification for a contact with a first name and company:

Note: the example above is taken from an Android device.

You can also add fallback variables to handle situations where you don't have data in a field for a particular contact. Just put =insertyourfallbackhere after the variable, like in the example below for the company field:

How do I know if a push notification was sent?

The Activity Feed will let you know when a push notification could, or couldn't, be sent.

Here's an example of when a push notification was sent:

FAQs

Can a contact be sent the samepush notification more than once?

Yes.However, to prevent accidental duplicate messagesthe same contact can't be sent the same message in a one hour window.

Which devices will the push notification be sent to?

All devices that use your mobile app or subscribe to your website.

What does it mean when a contact can't be sent a push notification "because they are not a valid subscribed user in OneSignal"?

To be eligible to receive a push notification a contact needs to:

be a subscribed user in OneSignal; and

have the OneSignal "External User ID" populated with their email (see above).

How can I view notification delivery information and other statistics?

See OneSignal's article to find out how to access this information.

Are there character limits?

Yes. See to learn more.

Autopilot's native Drift integration makes it easy to:

add new contacts acquired via Drift to Autopilot and begin nurturing them; and

start journeys in Autopilot when a contact reaches a goal in Drift.

How to connect to Drift

You can connect to Drift in Settings:

Suggest it here

Click "Connect to Drift" and follow the login steps on Drift.

How to map fields

Once connected, you can map your Drift fields to Autopilot's fields in Field Mappings:

This is optional, however if you do so it will mean that when any contact is added or updated via one of the triggers listed below, we will pull in the current value for each mapped field in Drift and update the corresponding field in Autopilot.

What shapes are included in the integration?

They are as follows:

Triggers

New Drift Contact

Drift Goal Reached

Got an idea for a new Drift shape? .

The Email Activitytrigger allows you to add a contact to a Journeywhen they are sent, or interact with:

any email; or

a specific email.

Please note that this trigger does not send email. To send email please use the Send Email action.

How do I configure this trigger?

To configure the Email Activity trigger, first select whether you'd like to target activitiesfrom any email, or a specific email:

date-based smart segments

Next, select the activity type:

When will thistrigger fire?

This trigger will fire (i.e. add the contact to the Journey) immediately when the activity occurs.

"Sent", "Opened", "Replied", "Unsubscribed" and "Bounced" activities are unique in the sense that they can only occur once per email. If an email is transactional, each send is considered unique, so each of these events can occur once per transactional email sent.

When it comes to click-based activities,each click of an individual link in an email is considered a unique activity. This means that if you select the "Clicked any link" option,each click of any individual link in your email will add the contact to the Journey. In contrast, the "Clicked specific link" option will only do so if the link clicked matches what you specified. Finally, please note that:

Separatelinks to the sameweb page are treated as independent links. For example, a link to your contact page in the header and footer of your email are both independent links.

If a contact clicks on the same independent link twice, they will not enter the Journey again via this trigger.

Clicking an unsubscribe link will not cause this trigger to fire. In other words, it is not treated as a "click".

UTM parameters are ignored for the purposes of this trigger.

Example use cases

Recordhow many times a contact hasperformed an activity, and take action when they hit a specific amount

Add the necessary custom fields based on the activities you'dlike to track (e.g. "Opens"), ensuring that you choose "whole number" as the field type. Then do the following:

You could then create a smart segment based on one or more ofthese fields, and add contactsthat enter the segment to a Journey using the Smart Segment Trigger. For example, you could notify your team when a contact has exceeded 10 clicks:

Record the date a contact lastperformed a particular activity

Add the necessary custom fields based onthe activities you'd like to record dates for (e.g. "Last opened"), ensuring that you choose "date" as the field type. Then do the following:

As demonstrated above, by inserting "--today--" into the Update Field action, the field will be updated with today's date.

You can then create to find contacts that have performed an activity within a particular window; for example, contacts that have opened an email in the last 30 days:

Perform an actionwhen a contact clicks a specific call to action

If you have more than one link in your email, but want to follow up people that click a specific call to action, you can select the specific email and link, and connect it to an action of your choice. For example, you might add a Pipedrive deal when someone clicks through to your pricing page from a welcome email:

This action sends an email or Slack message to you and your teamwhen a contact reaches a particular point in a Journey, takes a specific action, or meets certain criteria.

domain settings

For example, you could use the following Journey to notify your team when someone submits a form:

To create a notification, click on the action and click "New Notification":

Name the notification and click continue:

Note: the default notificationtype is email. Learn more about Slack notifications here.

Configure the notification, including the subject line and who should receive the notification (you can add multiple recipients separated by commas):

You can add personalizationvariables to the subject or body by clicking the buttons below. They will be populated with the details of thecontact thatenters the action:

You can also use variables in the recipient email field, for example:

If you're connected to Salesforce, and would like the Lead Owner to also receive the notification (in addition to the recipients specified), turn onthe "Also send to owner, if assigned" option:

Note that can also add a direct link to the contact's profile in Autopilot by adding --Contact Link-- anywhere inside the body of the email.

When you're finished configuring the notification, select it on the shape, and then publish the Journey:

FAQ

How can I managemy notifications?

You can manage your notifications (including drafts, which are saved automatically) by clicking on any notification and clicking "Manage Existing":

What email will notificationsbe sent from?

If you've set up a custom domain notification emails will be sent fromthe default address you've specified in your . If you haven't setup a custom domain they will be sent froma pre-assigned domain name at our email server (i.e. [email protected]).

However, to make it easy for youto reply directly to a notification and start a conversation:

the sender's name will be the name of the contact thatentered thenotification; and

the reply-to email will be the email of the contactthatentered thenotification.

The Add Delay action makes a contact wait before moving to the next shape.

Is on List or Segment

For example, you mightwant to send a personalized email to peoplethat complete your sales inquiryform. To make this response feelmore natural, you can add a 30 minute delay rather than just sending the email immediately.

To do this, drop the Add Delay action and then connect itto the Form Submitted trigger. Click on the action, enter "30" and then choose "minutes":

Finally, connect the actionto the Send Email action :

Time and Day Windows

The "Enable time and day window" setting makesa contact wait for the specified time period discussed above (e.g. 30 minutes) and thenalso wait until a time and day window is reached (e.g. 9am - 5pm, Monday to Friday) before moving to the next shape.

To enable a time and day window, check the box below, configure the window, and then publish your Journey:

For example, imagine you run a food delivery service (like a Sprig or Munchery) and your newest customer Marie signs up on Friday at 4pm to receive her first lunch on the next business day.

As soon as Mariebecomes a customer,it triggers this Journey:

Marie receives a welcome email thirty minutes after signing up, since the current time falls within the Monday toFriday, 9am to 5pm delivery window. Normally Marie wouldreceive the "Enjoy your meal" SMS a day later, however becauseit’s Friday, the delivery window means that she won't receive the SMSuntil Monday at 11:30am.

FAQ

What happens if I change the delay settings after a contact enters the shape?

Contacts are allocated the settings that are live when theyenterthe shape. If you change the settings and re-publish the Journey, only contacts who enter the action in the future will receive those settings. To see what settings a contact received, you can go to theirActivity Feed:

How are "day" and "week" delays measured?

A delay begins counting down from the moment a contact enters it.So if a contact enters a:

1 day (i.e. 24 hour) delay at5pm Monday, they would move through the delay at 5pm Tuesday;

1 week (i.e. 168 hour) delay at 5pm Monday, they would move through the delay at 5pm Monday of the following week.

Is it possible to "miss" a delay window?

No. Let's say you limit your delay window to 9am - 2pm on Mondays only. If someone enters the actionon Monday at 3pm, they will remain there until the next Monday at 9am.

Can I set the delay to zero?

Yes. This means that if a contact enters the action, and the current time and day is within the specified window, they will proceed to the next shape immediately.

Can I make the timezone relative to the contact's timezone?

Not currently, no. However,please voice your support for this idea here.

In the meantime, if you need to do this, one option is to use a combination of smart segments (based on the city, state, or region data you have available) and the condition:

In the above example, each Add Delay action would have a different time zone selected, with the final being a fall back for those contacts on neither of the lists. Note that this is a very simple example. You could build something with more granular refinement for differenttimezones using smart segments.

The Send Email action sends an email to the contacts that enter it.Thousands of companiesincluding Patreon, Greenpeaceand Microsoft trust Autopilot to deliver their marketing and transactional emails.

acceptable use policy

Before getting started, please note that:

by default, each contact can only receive each email once, however you change this if you want to ; and

this article just addresses the Send Email action. If you're looking for all articles on email configuration, please visit the emailcategory.

Creating and Customizing Emails

Drop the Send Emailaction, and then click "New Email":

Name your email and then choose how you'd like to create your email:

You'll notice that the options are divided into two categories: "Advanced Editor" and "Basic Editor". You can learn about the differences between the editors here, however below is a brief description of each option.

Advanced Editor

Start Blank: start from scratch to create a completely custom, beautiful email using a drag and drop editor.

Start From a Template:jump-start your design process with one of our pre-made email templates.

Start From Your Templates:start from a template that you previously saved.

Learn more about the Advanced Editor here.

Basic Editor

Start Blank: start from scratch tocreate a simple, text-based email.

Upload HTML:upload a custom template. Before you upload your HTML, learn how to make it compatible with the Autopilot email editor here.You can upload either (a) anHTML file on its own, or (b) a ZIP filecontaining an HTML file as well asan images folder (named either "images" or "img").

Next, compose your email. This will vary based on whether you're using the Advanced Editor or the Basic Editor. The screenshots below assume you're using the Basic Editor. To view the equivalent process for the Advanced Editor, see this article.

Note that you can customize all aspects of your emails in Autopilot. You can:

Add personalization variables (including fallback default variables )to: (1) the body and subject, (2) the 'From Name' and 'From Email' and (3) links.

Customize the unsubscribe link

Add list specific subscribe and unsubscribe links

Once your email is complete, you can send yourself a test email using the "Send Test" feature. You can fill personalization variables with:

a randomly selected contact (which changesevery time you click send); or

a specific contact.

You can include multiple comma separated email addresses in the email field if you want to send a test to more than one person:

Once you're happy,click the "Publish" button:

If you make furtherchangesto your emailremember to publish it again to make the changes live.

Shape Settings

The Send Email action has three settings:

Learn more about each of these settings:

Track replies

Contacts can receive more than once

Send from Salesforce owner

Please remember to publish the Journey after enabling or disabling any of these settings.

Sending Emails

To send emails, connect any trigger to the Send Email action. Here are some simple examples:

You can also connect multiple triggers to the same Send Emailaction:

If you're looking for an easy way to get started, we recommend checking out our templates library.

Managing Emails

You can manage your existing emails by clicking "Manage Existing" on any Send Email action:

The Email Manager allows you to view, search, duplicate, delete and edit your existing emails:

To edit, duplicate (i.e. copy) or delete an email hover on an email and click the button:

Learn more about email duplication here.

You can also click the "Manage" button if you need to mass select and delete emails, however we recommend doingso with caution:

Remember that all email sent with Autopilot must comply with our . Please read it before sending any emails.

The Add to List action adds any contact that enters it to a specific list.

For example, let's say you want to add everyone that submits a particular form to a list, you would connect the Form Submitted trigger to theAdd to List action:

As demonstrated above, if you do not yet have an appropriate list, you can create one directly from the action.

Thisaction updates a field (including custom fields ) to a specifiedvalue.

For example, let's say you want to update the Lead Source field when a form is submitted.First, connect a Form Submitted trigger to the Update Field action:

fallbacks

Next, click on the action to configure it. Select the Lead Source field and enterthe value you'd like to update it to:

Update a Field to Another Field's Value

You can use variables andin the same format used elsewhere in the system, such as email, to update the field to another field's value (or multiple fields' values).

For example, if you had a custom "Full Name" field, you could do the following:

This would fill the "Full Name" field with a combination of first name and last name.

Update a Field toToday's Date

You can use --today-- to update a date field to today's date:

Please note thatthis feature isonly designedto update afield to today's date. Itis not a field in itself and should not be used as a personalization variable.

UpdateMultiple Fields Using One Action

You canclick "Add another field" to add up to twomore fields:

The Remove from List action removes any contact that enters it from a specific list.

Page Visited

For example, let's say you want to remove anyone that visits a particular page from a list, you would connect the trigger to theRemove from List action:

As demonstrated above, if you do not yet have an appropriate list, you can create one directly from the action.

You can use Autopilot to mail postcards (yes, physical postcards!)just as easily as you can send email. The terms and conditions are listed below.

Postcards areavailable to users who have subscribed to a paid plan, and are billed based on how many you send, in addition to your subscription. Please review the information below before sending postcards.

Personalizing your Postcards and Postcard Size

Postcards come in two sizes: 4" x 6" and 6" x 11":

contact our support team

Just like email, you can insert custom variables into postcards. Just click on the personalization icon:

You can also add fallback variables to handle situations where you don't have data in a contact field for a particular contact. Just put =insertyourfallbackherewithin the variable. So it comes out looking like the below (which will say "your company" if the company field is empty):

You can also choose the image that appears on the front of the postcard.

Image Type and Dimensions

The image that you upload must be a .png or .jpeg file. For dimensions:

- 4" x 6" postcards images must be:1875px (width) by 1275px (height). Download a sample.

- 6" x 11" postcards imagesmust be: 3375 (width) x 1875px (height). Download a sample.

There are many free online tools that can help you resize an image, such as this one (once you've uploaded your image, select "Custom Size" under "Resize Your Picture").

How can I see what mypostcard will look like when it arrives?

If you want to be absolutely sure, the best way is to simply send yourself a test before doing a large send, and wait for it to arrive in the mail.

Alternatively, if you'd prefer to not wait, in the Activity Feed, you can click on the name of apostcard that has been sent, and we'll show you a PDF of exactly what will be delivered (including populated contact fields, such as name):

Here's an example ofthe4" x 6" and 6" x 11" side by side:

And here's another example of the6" x 11" (back and front):

Delivery Time

Domestic (i.e. United States) postcards are usually delivered in 1.5 to 2weeks, and international (i.e. outside of the United States) in three weeks. Please note that thisis an estimate only and times may vary.

To make life easier, we show you the estimated delivery time provided by Lob in the feed once a postcard has been accepted for delivery:

Required Contact Fields

To be eligible to receive a postcard, the contact must have:

Mailing Street

Mailing City

Mailing State

Mailing Postal Code

Mailing Country

Please ensure you map to these fields correctly when adding contacts to Autopilot to ensure we can deliver your postcards.

Each contact's address will be automatically checked against Google's address API to ensure that it isvalid before the postcard is processed.

Outcomes

The Mail Postcard action has two outcomes: Accepted, and Not Accepted:

Accepted means the address was valid and it will be mailed. Not accepted means the address was missing or invalid, and it could not be mailed.

Duplicate Protection

Similar to email, to protect against mistakes and potential embarrassment, we have built in protection to ensure that you never send a particular postcard to the same person at the same address.

To be clear, this doesn't mean you can't send the same postcard to different people at the same address. So if you have several contacts at the same company, you can send them all their own postcard.

If for some reason you'd like to send the same postcard to the same person, at the same address(for example, if you're doing some tests to see what the postcards are like), you can either:

- duplicate the postcard; or

- add a new contact with the same address, but a different name.

From Address Verification

It is a Lob requirement that the "From Address" be verified. Since Lob charge for international address verification, we make use of a Google Address API for verification to keep things as cost effective as possible for you.

If you receive a message that your address couldn't be verified, you can visit Google's page to test your address. One tipis that Google prefers the use of "Floor" to "Level".

Lob may still send the postcard even if it does not pass Google's Address API,so if you are confident the address is correct, we recommend sending one test postcard to confirm.

Terms and Conditions

By sending postcardsyou agree that your credit card on file will be chargedat the end of each month, per postcard sent, based on the following rates:

- US 4" x 6": $1.00

- International 4" x 6": $2.00

- US 6" x 11": $2.00 (note that this postcard type can only be sent with the US)

Note that will you only be charged if a recipient is deemed to be valid and the postcard is actuallymailed. If the recipient's address information is invalid or they have no address you will see a feed item on their profile letting you know this, and you will not be charged.

This means, for example, you could put 10,000 contacts into a journey with a Mail Postcard action, but if only 1,000 had valid addresses, you would only be charged for those 1,000.

Autopilot is not responsible for whether a postcard is ultimately delivered. You will be charged if a postcard is mailedregardless of whether the recipient receives it (for example, if the address is valid, but the contact you sent the postcard tois no longer at the address).

If you would like to know how many postcards you have sent in a specific month, or in total, please .

This action allows you to update a field in Salesforce for a Lead, Contact or Account record:

fallbacks

There's acouple of important things to note before using this action:

Itcommunicatesdirectly withSalesforce, so it workseven if you haven't syncedthe field with Autopilot. If the field is synced withAutopilot, we recommended using Update Field actioninstead.

For this action to work, the recordneeds to exist in Salesforce before they enter it. This action does not create a new record inSalesforce. So if the record is coming from an external source (e.g. a form submit), we recommend using the Assign Salesforce Lead action before using this action. Learn more about how to add Leads and Contacts to Salesforce here.

To configure this action, follow the steps below:

Please note that becausebecause the bi-directional sync with Salesforce occursevery 10 minutes, you may not see the updatein Salesforce immediately.

Update a Field to Another Field's Value

You can use variables andin the same format used elsewhere in the system, such as email, to update a field to another field's value (or multiple fields' values). For example, if you had a custom "Full Name" field, you could use: "--First Name-- --Last Name--". This would fill the "Full Name" field with a combination of first name and last name.

Update a Field toToday's Date

You can use --today-- to update a Salesforce date/time field to today's date:

Please note thatthe field type in Salesforce must be "Date/Time" for this feature to work.

The Add Salesforce Taskaction allows you to:

add a new contact from Autopilot (who is not yet in Salesforce) to Salesforce as a Lead and add a task to their record; and

add a task to an existingSalesforce Lead or Contact.

You can connect any trigger to this action, however let's take a look at an example: adding a task when someone submits a form.

1. Connect the Form Submitted Trigger to the Add Task action:

Contact us

2. Click on the Add Task action:

3.Select who the task should be assigned to. The default is the current owner:

Note: if the Lead doesn't yet exist in Salesforce, and you select current owner, the Lead will be assigned based on your Salesforce assignment rules.

4. Enter the details thatwill be the most helpful for the task owner.Use the personicon to add in any personalization fields:

5.Configure the status, priority, due date and reminder:

Note: reminders do not yet show in Salesforce Lightning Experience.

6. Select your form and publish the Journey. The taskwill now be addedevery time the formis submitted:

Note: because the bi-directional sync with Salesforce occurs every 10 minutes, you won'tsee the taskin Salesforce immediately.

Questions? .

This action allows you to:

assign someonein a Journey to a particular Salesforce user; and

set their Lead Source and Lead Status.

If someone was first createdin Autopilot and isn't yet in Salesforce, then by default theywill be added to Salesforce as a Lead when they enter this action.

How to configure the action

Follow the steps below to configure this action:

Note that:

The options available under Lead Source and Lead Status are populated from your Salesforce account.

If you do not want to overwrite the existing owner (if the Lead already has one), select the "Keep current assignment if it exists" option.

Can I use this action to assign Salesforce Contacts?

Yes, you can do this by selecting the Contact object:

This action allows you to:

randomly assign someone an owner from a group that you define; and

set their Lead Source and Lead Status.

If someone was first createdin Autopilot and isn't yet in Salesforce, then theywill be added to Salesforce as a Lead when they enter this action.

Before using this action, you need to first setup your groups.

Go to Settings and under "Salesforce Sync", click"Groups". You will see all of the activeusers of your Salesforce account:

Click "Manage" in the top right of the screen. Select the users you want to add to the group and follow the steps below:

Now that you have created a group, and adding users to it, you can use this action in a Journey. Select the group, and then (if you wish) the Lead Source and Lead Status. The "Keep current assignment" setting will retain a Lead's owner if they already have one:

Finally, connect the action and publish your Journey:

When peopleenter this action, they will be randomly assigned an owner from the group.

The Set Campaign MemberStatus action allows you to:

add someoneto a campaign in Salesforce and set their campaign status; and

update the campaign status of an existing Salesforce Lead or Contact whois already on a campaign.

If someone was first createdin Autopilot and isn't yet in Salesforce, then by default theywill be added to Salesforce as a Lead when they enter this action.

1. Drop the "Set Campaign Status" action

Smart Segment Triggers

2. Configure the action

To configure the action, first select your campaign that you have created in Salesforce. Note that we only show campaigns marked as active in Salesforce. Next, choose the campaign member status you'd like to update any contact who flows into the action to:

3. Connect theaction

Since there's a variety of ways you could use this action, here's a simple example of how you might connect it.The below Journeysends an email to my leads and then sets their status on a particular campaign to "Sent":

You could then get more advanced, and add an additional step so that anyone who clicks on the email is set to "Responded".

Note that if you're going to update a campaign status based on two events that mayoccur very close in time (e.g. an open and unsubscribe) we recommend structuring your Journey in a way that takes into account that the events may not always be processed in the order you expect (because they are processed in groups). In such cases we recommend either:

placing an Add Delay action before the status you'd like to givepreference to. This will ensure that it runs last; or

waiting until some time after the Journey has completed (e.g. 24 hours) and using (published one at a time, in order of preference) to ensure that the appropriate status is given preference.

This actions creates an Opportunity in Salesforce:

every 10 minutes

To configure thisaction, first select which ownerthe Opportunity will be assigned to:

Note that "Current Owner" refers to the lead's existingowner if they are already in Salesforce. If they aren't yet inSalesforce, they will be assigned based on your rules in Salesforce.

Next, enter the Opportunity name and amount (if you wish). Note that you can add personalization variables in both of these fields:

FAQ

What happens when someone who is a Lead in Salesforce enters the action?

Autopilot willconvert them from a Lead to a Contact, and create an Opportunity and Account (if there isn’t one already). Autopilot talks directly to Salesforce, so it performs the exact same actions thatconverting a lead in Salesforce would do. Learn more here.

What if someone who isn't yet in Salesforce (as a Lead or Contact) enters the action?

Autopilot will create a Contact in Salesforce, as well as an Opportunity and Account (if there wasn'tone already).

What does it mean if the configuration shows "Tooling API access not available"?

The Tooling API is required to create an Opportunity in Salesforce. Access is only available in some Salesforce editions. If you do not have access we recommendcontacting your Salesforce representative to discuss your options.

How quickly will the Opportunity appear in Salesforce?

Because Salesforce and Autopilot sync,the Opportunitywillnot be created immediately in Salesforce.

This action allows you to send custom events (i.e. a Track call)to Segment. Please connect Autopilotas a Segment Destination before using it.

Note that for email activities you can send these to Segment automatically by enabling Autopilot as a Segment Source.

How to Send a Segment Event From Autopilot

1. Add a trigger to your Journey and connect it to theSend Event action.Give the event a memorable name:

contact our support team

2. You can also send properties with the event. Property values can use variables from any contact field using "--" before a variable and after the variable:

How Segment Events Sent From Autopilot Handle Identify

By default when you send an event from Autopilot we will send an Identify call along with it:

analytics.identify({

anonymousId: '',

userId: '',

traits: {

Company: '',

Email: '',

FirstName: '',

LastName: '',

Name: '',

bislrId: '',

}

});

If you wish to pass other custom information we recommend you do this viathe event's properties as demonstrated above.

If you'd prefer not to send an Identify along with the event, you can turn it off in Advanced Options.

How Segment Events Sent From Autopilot Handle User ID

The User IDwill be determined based on whether we've received anIdentify or Track call for thecontactin the past. If we have, we'll send out the User ID as it was provided tous in the most recent incoming call. Otherwise, if the contact has never passed through Autopilot, we will not send out a User ID; instead we will send the contact's email as the Anonymous ID.

If you'd prefer us to always send the contact's email as the User ID, regardless of what we've received in the past, please who can arrange this for you.

What is Headsup?

Headsup is a personalway to connect with your customers.

here

It allows you to show personalized messages to specific contacts on your:

website;

landing pages;

blog;

support site;or

in your app.

Headsup messages are a part of your Journeys. This opens up many possibilities to send personalized, contextual messagesto a contactbased on:

the Journeys they are in;

actions they have taken;or

their attributes.

Learn howHint Health uses Headsup to create a killer user on-boarding experience here.

Who can I showHeadsup messages to?

To ensure that Headsup messages are always personal and contextual, it's important to take into account thatmessages will only be shown to known contacts. Learn how a visitor goes from being anonymous to known here.

If you want to show Headsup messages to anonymous visitors before they are known, use Proactive Headsup.

How to Create a Journey with a Headsup Message

1.Setup yourteam members

Headsup messages are personal, and always come from a member of your team. So if you haven't yet setup your team, you can learn how to do so here.

2.Add the tracking code to the places you want to show Headsup messages

For web pages, learn how to add the tracking code here. You can add the tracking code in as many places as you like, including your website, landing pages, blog andsupport site.

For apps, learn how to add the app tracking code and implement user association here.

3. Create a Headsup message

Drop a Show Headsup Message actionon the canvas:

Click "New Message":

4. Name your message, and choose a message type

There are threemessage types:

The goal of each Headsup message is to get acontact to take a specific action:

Call to action:click through to a web page

Subscribe: subscribe to a list

Reply-back:reply to your message

5.Customizewhere your messagewill appear

Select one of the following options:

(a) Show the message on any page

The message will appear on any page thatyou have added the tracking code to.

(b) Show the message on specific pages

If you choose to only show the message on specific pages, you have the following options:

You can click the "+" button to add additional criteria:

To make targeting your messages easier, Headsup honors URL parameters. For example, if you were running a Facebook ad and had configured it to use a URL that contained UTM parameters, you could enter that URL in your message settings:

This would allowyou to display a targeted message (e.g. an offer) only to thosepeople that visit the page from that particular ad.

If you'd prefer to show amessage to everyone that visits a page, regardless of whether it's via a URLwith particular parameters, you can use the contains option:

Finally, please note that:

You don't need to worry about adding variations for http://, https://, and www. This is handled automatically.

For wildcard formatting please see this article.

If you've made a change to the above configuration for an existing message, you need to publish any Journey that uses the message to make the changes live.

6.Customize your message

Select the team member whothe message will come from, and then customize your message, button text and button color (as necessary based on the message type selected):

You can addpersonalization variables (both standard and custom fields are supported) to your messages by clicking this button:

You can use fallbacks in Headsup messages, as well as in the button text. These are default values thatwill be inserted if the field is empty for the contact who enters the action. Fallbacks are formatted likethis:

--variable=fallback--

Here are a couple ofexamples you might like to try:

--First Name=there--

--Company=your company--

7. Complete customization specific to each message type

This step varies based on the message type selected.

In Call to Action messages, the final step is to enterthepage that the button will link to:

In Subscribe messages, you need to specify the list that contacts will be subscribed to:

In Reply Back messages, you need to specify who will receive replies, and via which channel (either email, Slack, or both). The reply to the team member will be sent to the email associated with their user in the My Team settings.Note that in "Email the reply to others" you can enter multiple emails separated by commas:

You can also add contacts that reply to a list, and savetheir replyin a custom field :

7.Configure message expiry

By default a message will:

be displayed untila contact clicks or dismisses it; and

expireafter 30 days (i.e. even if it hasn't been clicked or dismissed, it will no longerbe shownto the contact). The time begins from when the contact enters the action.

You can change both of these defaults by clicking "Show advanced options":

Changes to these settings will only apply to contacts that enter the action after you publish the changes. If you want to stop showinga message before it expires, then you can either:

stop the Journey ;or

remove the action and re-publish the Journey.

8. Build your Journey

There are many exciting ways you can use Headsup to enhance your Journeys.

Before you get started, it's important to take into account that in order for a Headsup message to be shown to a specific contact, Autopilotneeds to know who they are. Learn how a contact goes from being anonymous to known here.With this inmind, below are some examples of Journeys that take full advantage ofHeadsup.

Example A:Displayan offer after a contactsubmits a form

This Journey will show a Headsup message containing an offer to any contact who subscribes to a newsletter:

Example B:Ask a contactif they need help when they click through from an email

This Journey will show a Headsup message to contactsthat click through from a pricing update email. The message asks if they need help:

Example C :Follow up a contact who submits a quote request

This Journey will show a Headsup message tocontacts who haven'tclicked through from a quote request email after two days:

Outcomes andActivity Feed

The Show Headsup Message action has the following outcomes:

On shown: when the preview of the message is initially displayed.

On open: when the the contact hovers on the message, and it automatically expands to open.

On response: when the contact takesthe action the message asks them to. This varies based on message type. For example, a response in thecall to action message type is a clickon the button.

On dismiss: when the contact closes the message by clicking the "X" in the top right.

Continue: contacts will proceed to the next shape immediately, regardless of whether they are shown or interact with the message.

Note that, like email, the same contact can flow down multiple outcome paths. However, they willonly flow down each type of outcome path (e.g. "on shown") once.

Each of the above mentioned outcomes will be displayed in the Activity Feed in real time. These feed items will tellyou exactly what was shown to the contact. For example, here's an "open" feed item:

How to Manage Your Headsup Messages

To view and manage your Headsup messages, click on any Show Headsup Message action on the canvas and then click "Manage Existing":

In the manager, you can hover on a message to edit, duplicate (i.e. copy), view areport or delete:

Clicking "Manage" will allow you to mass select and delete messages.

FAQ

How quickly will the message appear to the contact?

Please allow around30 seconds for the contact to enter the Journey, and for the action to be executed. The message will then appear the next time the contact visits an eligible page.

What if a contact enters more than one Show Headsup Message action?

The action that acontactenters first will get preference.

However, if a contact enters two different actions, one configured to show a message on "specific pages" (MessageA) and one configured to show on "any page" (Message B), they will be shown Message Aon the specific pages, and Message B on any other page.

What if a contact enters aShow Headsup Message action more than once?

Acontact will only be shown each Headsup message once. So if they enter an action with the same message selected again, they won't be shown it.

What if a contact enters theShow Headsup Message action before their session has been associated via a form submit or email click?

The message will be shown to the contact once their session has been associated.

What if I edit and re-publish my message after a contact has entered theShow Headsup Message action?

All contacts who see the message will be shown the edited message. Remember to publish your Journey after editing your message.

Why is there a character limit on Headsup messages?

Headsup messages are intended to be a simple and personal way to interact with your customers. Their design is based on extensive testing. We've therefore limited the character count to help you ensure your messages have the best possible impact.

Can I use Headsup in my web app?

Yes,please follow the instructions here to do so.

Are there reports for Headsup messages?

Yes. Just click into the Reports app, and then "Headsup Reports":

Learn more about Headsup reports here.

I've seen the term "eligible page" mentioned a few times, what does that mean?

By this we mean a page, or an app:

with the Autopilot tracking code; and

that meets the criteria (e.g. URL contains "product") for that particular Headsup message

Can I remove the Autopilot logo?

Yes, this option can be found under advanced options when creating your message.

Why does it show "Mike" in the Headsup preview when I use --First Name--?

We pre-fill some commonpersonalizationvariables so you can get a better feel for what the finalresult will look like.

Can I sync Headsup activity with Salesforce?

Not currently, but you can vote on this idea here.

Can I create smart segments based off Headsup messages?

Not currently, but you can vote on this idea here.

Can I use personalization variables in the call to action link?

Not currently, but you can vote on this idea .

Why not name it "Heads Up"?

We named this feature "Headsup" to make it something unique to Autopilot. But we thought we'd mention this in case you were searching for Heads Up instead.

How to use the AB Split action

The AB Split action allows you to randomly split contacts into two groups:

Headsup messages

The paths default to 50\% each, however you can changethis if you'd like a larger or smaller portion to flow down a particular path:

To configure thisaction, you need to connect both the A and B paths to another shape:

Here's an example of a Journey using thisaction to assign leads to two different sales people:

How to conduct an email AB splittest

You can conduct an email AB split test byusing the following Journey:

Let's take a look at the components of this Journey. The first thing you'll notice is that the first AB Split action...

...splits off 10\% of the contacts on thelist into the email AB split test:

To create your email variants, first finalize variant "A", and then duplicate it (i.e. make a copy of it). You can learn how to do sohere. This will allow you to modify what you'd like to test (e.g. the subject line).Remember to name each variantin a way that will make it easyto identify:

The other 90\% of the contacts on the list go into a delay. Please ensure you consider the delay carefully before publishing the journey, as contacts are allocated the settings that are live when they enter the shape.Any changes to the delay settings will only apply to contacts that enter the delay in the future.

In the example above, you'll notice that the delay is connected to variant "A" as a fall back:

However, before the delay expires, you shouldcheck whetherthe "A" or "B" variant performed betterusing the Reports app, or by clicking on the report icon on Live View:

You can then choose the winning email on the Send Email action:

Don't forget to publish the Journey again if you change the winning email.

Remember, you can use the AB Split action to test more than just email. For example, you might use it to test .

FAQ

What happens if I change the split percentages?

If you make a change to the percentages and re-publish the Journey this resets the allocation. In other words, contacts will be splitbased on the number flowing into the action in the future, as opposed to the number that have flowed into it in the past.

The Change Score action increases or decreases a number field by a specified amount for any contact that enters it:

particular amount of time

For maximum flexibility, the Change Score action uses custom fields. This means that:

you can have multiplescore fields; and

different teams (e.g. sales, marketing and success)can update and track their own unique score.

Before using the Change Score action, ensure you have created the necessary custom fields with the type "Number" or "Number with decimal". We recommend creating fields exclusivelyfor scoring purposes, to avoid having fields overwritten by other sources:

If you want touse decimal values in your score fields, ensure that you choose the"Number with decimal" field type.

To configure the Change Score action, select the field, choose whether it will be increased or decreased, and then enter the value:

The icon on the shape will display a "+" or "-" to make it easy to see whether the score is being increased or decreased:

Note that the Change Score action will never change a score to below zero. For example, if a contact's existing core was 5 and they entered a Change Score action configured to decrease by 10, their score will be set to zero.

Example use cases

Lead scoring

(a)Increase score for leads that visit a particular web page

Whether a lead had visited a particular web page can be anindicator of whether they areseriously evaluatingyour product or service. Equally, visiting otherweb pages (e.g. your careers page) may indicate that someone is unlikely to be a potential buyer.

There's two options for changing a lead's scorebased on the pages theyvisit. If you'd like to update a score based on the first visit only, you can use the Smart Segment Trigger. First, create a smart segment with the tracked page you'd like to target:

Then ona Smart Segment Trigger select the segment and choose the option to "add contacts who enter this segment in the future":

Note that you could also choose the third option if you wanted to update the score ofleads that already meet the segment's criteria.

If you want to increase a lead's score every time they visit a page, you shoulduse the Visited Page trigger instead. See this article for more information.

(b)Increase or decrease score based on a lead'sinteractionswith a specificemail

The extent to which a lead interacts with an email can also be a good indicatorof whether they areseriouslyevaluatingyour product or service.

Below is an example of using the outcomes from the Send Email action to increase or decreasea lead's score:

Note that if you'd prefer to base your score on a lead's interactions with any email, or emails that have been sent to them in the past, you could use the Smart Segment Trigger.

(c) Decreasescore for new leads with a non-business email address

Depending on your market (i.e. B2B or B2C) a lead's email address can be a good indicator ofhow serious they are about purchasing for product or service. For example, in B2B markets, people with free web email addresses may simply be "window shopping", oronly evaluating your product or service for personal use only and are less likely to have the budget to make a purchase.

First create a smart segment with the domain names you'd like to target:

Then ona Smart Segment Trigger select the segment and choose the option to "add contacts who enter this segment in the future":

As notedabove, you could also choose the third option if you wanted to update the score ofleads that already meet the segment's criteria.

(d)Notify your team when a lead meets or exceeds a particular score

Rather than having to manually check scores to find qualified leads, you could choosea threshold at which you notify your team. The workflow is similar to the above examples; create a smart segment and select your threshold:

Then ona Smart Segment Trigger select the segment and choose the option to "add contacts who enter this segment in the future":

Finally, connect the trigger to either (or both of) the Send Notification action or Send Slack Message actions to notify your team:

Measure product or service usage

Use the Segment Event trigger or the API Trigger to update a product or service usage score:

You can then notify your team via Slack or Email when a customer:

reaches a particular score; or

hasn't reached a particular score after a .

This action adds a contact to a Facebook Custom Audience.

You can also remove a contact from a Custom Audience using the Remove From Facebook Custom Audience action.

What are Custom Audiences?

Custom Audiences allow you to target specific contacts with Facebook and Instagram ads.It's often referred to as "remarketing". Learn more about Custom Audiences here.

How do I connect to Facebook?

To use this action you need to connect to Facebook. You can do this in Settings :

here

Click "Connect to Facebook" and follow the login steps on Facebook.

How do I create a Custom Audience?

You can create a Custom Audience via Autopilot or Facebook.

To create a Custom Audience via Autopilot, click on the action and then follow the steps below:

To create a Custom Audience via Facebook, go to the Facebook Ads Manager and follow the steps below:

You'll notice that on the "Add Customer List" step I pasted "[email protected]". You can paste anyemail address here; Facebook simply requires one email address to complete the setup. Ultimately you'll be adding contacts to the Custom Audience via Autopilot.

Now when you create an ad, you can select your Custom Audience:

How do I add contacts to a Custom Audience?

You can add contacts to a Custom Audience by connecting any trigger to the Add to Audience action.

For example, you could add a contact to a Custom Audience when they:

enter a smart segment ;

visit a page ;

interact with an email (e.g. open or reply to it);

submit a form ;

are added to a Salesforce campaign ; or

submit a Facebook Lead Ad.

If you want to add a large number of contacts (e.g. all of your existing customers) to a Custom Audience you can use the List Trigger.

For example, imagine you run a pet food company and want to target your existing pet food customers with ads for a new premium product line. You would select your customer list on the trigger,and then select your audience on the action:

If you wanted to target customers differently based on the type of pet they own, you could use conditions :

You can also combine the Add to Audience action with the Remove from Audience action to change the ads displayed when a particular event occurs or a field changes (for example, a lead's status).

FAQ

What information is used to match contacts?

When a contact is added to this action we send Facebook the following information, if available:

email address;

work phone (sometimes this field is simply referred to as "phone"); and

mobile phone.

Facebook then takes this information and checks if any of their users match it. If they do, they will be added to the Custom Audience.

Can I see exactly who was successfully added to a Custom Audience?

No. Facebook don't allow this for privacy reasons. You can learn more about this .

This action removes a contact from a Facebook Custom Audience.

Learn more about Facebook Custom Audiences, including how to create them, here.

How do I connect to Facebook?

To use this action you need to connect to Facebook. You can do this in Settings :

Field Match

Click "Connect to Facebook" and follow the login steps on Facebook.

How do I remove contacts from a Custom Audience?

You can remove contacts from a Custom Audience by connecting any trigger to the Remove From Audience action.

For example, imagine you run a lunch subscription service and want to target:

free trials, with ads encouraging them to subscribe; and

subscribers, with ads encouraging them to upgrade their subscription to a premium tier that includes weekend deliveries.

You could do the following:

You'll note that the above Journey has three parts:

Contacts that submit the "Free Trial" form are added to the "Trial > Subscribe" Custom Audience via the Form Submitted trigger.

Once they become a customer they are removed from the "Trial > Subscribe" audience via the Field Match trigger and added to the "Subscribe > Upgrade" audience.

Once they upgradetheir subscription to include weekend deliveries they are removed from the"Subscribe > Upgrade" audiencevia the trigger.

How does the "All Custom Audiences" option work?

You'll notice that you can select "All Custom Audiences" on this action:

This is a convenient way to remove a contact from any Custom Audience that you added them to via Autopilot. Please note, however, that this will not remove them from Custom Audiences that you added them to manually, or using other software (i.e. outside of Autopilot).

This action adds a contact to a Google Ads Customer Match audience list.

You can also remove a contact from an audience using the Remove From Google Ads Audience action.

If you haven't yet connected to Google Ads you can learn how to do so here. Please also note that you need to meet Google's requirements to use Customer Match in order to use this action.

What are Customer Match audiences?

Customer Match audiences allow you to target specific contacts with ads. It's often referred to as "remarketing". Learn more about Customer Match audiences here.

How do I create aCustomer Match audience?

You can create a Customer Match audience via Autopilot or Google Ads.

To create a Customer Match audience via Autopilot, click on the action and then follow the steps below:

here

To create a Customer Match audience via Google Ads, Go to the Ads Audience Manager and follow the steps below:

You'll notice that on the "Upload data" step I uploaded a CSV file. While this is a necessary step, the file doesn't need to contain your contacts, as you'll ultimately be adding contacts to the Customer Match audience via Autopilot. For this reason, the easiest way to move past this step is to download and use this template file (choose "Download Linked File" or "Save Link As", depending on your browser).

Now you can select your Customer Match audience on your campaigns and ad groups. For example, here is how you would select it on a campaign:

How do I add contacts to a Customer Match audience?

You can add contacts to a Customer Match audience by connecting any trigger to the Add to Audience action.

For example, you could add a contact to a Customer Match audience when they:

enter a smart segment ;

visit a page ;

interact with an email (e.g. open or reply to it);

submit a form ;

are added to a Salesforce campaign ; or

submit a Facebook Lead Ad.

If you want to add a large number of contacts (e.g. all of your existing customers) to a Custom Audience you can use the List Trigger.

For example, imagine you run a pet food company and want to target your existing pet food customers with ads for a new premium product line. You would select your customer list on the trigger,and then select your audience on the action:

If you wanted to target customers differently based on the type of pet they own, you could use conditions:

FAQ

What information is used to match contacts?

When a contact is added to this action we send Google the following information, if available:

email address;

work phone (sometimes this field is simply referred to as "phone"); and

mobile phone.

Google then takes this information and checks if any of their users match it. If they do, they will be added to the Customer Match audience. Learn more about this here.

Can I see exactly who was successfully added to a Customer Match audience?

No. Google don't allow this for privacy reasons. Learn more about this here.

The number of contacts I added to the shape isn't reflected in Google Ads. Why?

The number displayed in Google Ads reflects the number of contacts that could be successfully matched. Learn more about this .

This action removes a contact from a Google Ads Customer Match audience list.

If you haven't yet connected to Google Ads you can learn how to do so here. Please also note that you need to meet Google's requirements to use Customer Match in order to use this action.

How do I remove contacts from a Customer Match audience?

You can remove contacts from a Customer Match Audience by connecting any trigger to the Remove From Audience action.

For example, imagine you run a lunch subscription service and want to target:

free trials, with ads encouraging them to subscribe; and

subscribers, with ads encouraging them to upgrade their subscription to a premium tier that includes weekend deliveries.

You could do the following:

Field Match

You'll note that the above Journey has three parts:

Contacts that submit the "Free Trial" form are added to the "Trial to Subscribe" Custom Audience via the Form Submitted trigger.

Once they become a customer they are removed from the "Trial to Subscribe" audience via the Field Match trigger and added to the "Subscribe to Upgrade" audience.

Once they upgradetheir subscription to include weekend deliveries they are removed from the"Subscribe to Upgrade" audiencevia the trigger.

This action sends a Delighted NPS survey via email or SMS.

How do I connect to Delighted?

1. Go to the Autopilot integration in Delighted and copy your Delighted API key.

2. Go to the Delighted integration in Autopilot and click "Connect to Delighted". Paste your Delighted API key.

3. Copy the Webhook URL from Autopilot.

4. Go toyour Webhook settings in Delighted and create a webhook for “All responses” by pasting the Webhook URL.

5.Click "Send test" next to the webhook (this is necessary), and then scroll down and click "Save & turn on".

Here is a video demonstrated all of the steps above:

Activity Feed

How does the action work?

Let's say you want to survey people 30 days after they become a customer to see how they are feeling about your product or service.You would do the following:

As demonstrated above, you can:

select whether Delighted should send the survey via email or SMS; and

add optional properties, which allow you to segment feedback in Delighted.

The contact will then receive the survey 30 days after they are added to the "Customers" list:

You can then use the Delighted NPS Response trigger to take action (e.g. send a follow up email) when the contact responds to your survey.

See our blog post for more examples of how you can use our Delighted integration.

FAQ

Where are responses and comments stored?

When you connect to Delighted we'll automatically add two custom fields : "Delighted NPS" and"Delighted NPS Comment". Responses and comments are automatically stored in these fields.

How can I segment contacts based on their responses?

Create a smart segment and then select the specific value or range that you'd like to target. For example, you could create a smart segment like the one below to find all of your promoters :

You can find Delighted's definition of "promoter", "passive" and "detractor" here.

Please note that this will only find contacts who responded to a survey after you connected Autopilot to Delighted.

How often can a contact be sent a survey?

Delighted has throttling in place to ensure that a contact is not sent more than one survey in a specified period (e.g. 30 days). This is particularly important to take into account when testing.

Please note, however, that Delighted does not currently have the ability to tell us that a survey wasn't sent because it was throttled. So if a contact enters this action more than once during the throttle period, you will still see a feed item in the saying the survey was sent. We apologize for any confusion this may cause, and will add a feed item noting that a survey wasn't sent because it was throttled as soon as Delighted makes this possible.

This action adds a contextual Trello card to a board of your choosing,based on the contact that flows into it.

How do I connect to Trello?

You can connect to Trello in Settings :

View our blog post here

How does the action work?

Let's say you have a form on your website where people can request a demo of your product, and you want these demo requests to be added to a Trello board.You would do the following:

As demonstrated above, the information collected from the form submission (including custom fields ) is added to the Trello card via the personalization variable button. The end result is as follows:

Looking for more examples of how you can use this action? .