Message Flows are a functional stepped communication program that allows a studio to structure communications for prospects. A list of Message Flows can be found by clicking on Message Flows from the Messages menu.

Figure 1: Message Flows

 

Create a Message Flow

Create a New Message Flow from the Messages drop down menu. Once the template is opened, the first thing to do is Name the flow. This can be something as simple as Open House or Summer Camp 2017. Then, give the message flow a description. The next step is deciding the audience. Message Flows can be sent to Leads, Appointments, or Trials. Leads is the first stage that a prospect will be in. The progression is to have a Lead become an Appointment, then a Trial Student, and eventually converted into a Student. 

Figure 2: Message Flows

Once the prospect graduates to the Appointment stage, he or she will no longer receive messages for a Lead. The same is true when a prospect becomes a Trial Student; they will no longer receive messages about scheduling an appointment with the Studio. Any Message Flows with Lead selected will go to all leads unless a filter is applied as shown in Figure 3.

Figure 3: Recipient Options

 

Edit the Message Flow

After a Message Flow is created, it will show on the screen as a summary like the one shown in Figure 4. The summary will show if the message flow is active, the author, the audience, the trigger for the message to be sent, any filters applied, and Steps created. From this page, the message flow can be edited by clicking on the Edit link to the far right (not shown). 

Figure 4: Message Flow Summary

 

Steps

Steps in a Message Flow is a layered communication tool that allows the administrator to set triggers for the next communication. Click on Add a Step and this screen will come up. 

Figure 5: Creating Steps

Creating a Step is simple. There are two pieces of critical information to include, Title and the Subject. The Step will not save without populating these two fields. The stages will be sent based on the selection of Send Immediately or Schedule for Later. The time interval options include days, weeks, months, and years.

Figure 6: Creating Steps

An example of how to use Message Flows is the ability to follow up with a lead from an event such as an Open House. The Send Immediately option, which sends on the Same Day, would be a Thank You for Coming. You can choose to Schedule for Later, for example in three days, where you can send a message reinforcing the benefits of martial arts. Select one week to invite the prospect to make an Appointment for an introduction to the instructor for a particular discipline or program.

The message can be sent via SMS or email. Each Step can be set up differently, including the method of delivery. If the message is an email, an attachment can be sent to the prospect.