Flows by Enreach 101

Welcome to Flows by Enreach!

In this guide, we will go through the necessary steps to get you started in Flows by Enreach, and connected to your Outbound by Enreach account.

What is Flows?

Flows by Enreach is a powerful and versatile system that will register all your customer touch points, regardless of source, in one place. By bridging the gap between all your data silos, you can manage all aspects of Leads, Campaigns, and Automations.

Out of the box, Flows is a dynamic ready-to-use Lead management system, where you can upload Leads, enter them into LifeCycles, and monitor every aspect of the customer journey.

With a deep rooted integration with Outbound by Enreach, connect Flows with Outbound to create a dynamic Contact Center as a Service (CCaaS) and marketing automation platform.

Glossary

Before we begin, let's get familiar with some key terms you will come across when setting up your Flows account.

Automation: An Automation is a way to manually automate Campaign Flows in Flows by Enreach, and create automatic communication flows to specific Segments of Leads.

Agency: In Flows by Enreach, an Agency is a way to group your Campaigns. Agencies can represent clients or teams for example, and each Campaign will be grouped under an Agency.

.CSV file: A .CSV file, or comma-separated values file is a plain text file, usually created in Excel, that contains a list of data. .CSV files are quick and efficient ways to upload Lead data to Flows by Enreach. Learn how to create a .CSV file here.

GDPR: GDPR, or the General Data Protection Regulation, are European laws that dictate how companies are allowed to store personal information and client data. Flows by Enreach is designed to enable your organisation to be fully GDPR compliant.

Goal: Goals are custom created checkpoints that are used to track Lead activity, and trigger other actions. There are two types of Goals in Flows by Enreach: Automation Goals that are used within an Automation Flows, and Condition Goals, which measure how many Leads meet the condition criteria specified in the Goal configuration.

Lead: A Lead is an individual that has given their Permission to receive communications from your Organisation.

Lead Source: A Lead Source is a method for uploading Leads to Flows by Enreach, either through an API, FTP, or a .CSV file. Lead Sources will also determine the rules for validating Leads, Duplicate Rules, Permissions, and more.

Permission: When a Lead gives consent to receive communications, such as a newsletter or a telemarketing call, they are giving their permission. Flows by Enreach has a Permission module where you can create permission lists, and remain GDPR compliant.

Segment: Segments are a way to filter Leads based on a customisable set of rules. Segments are used to target specific groups of Leads.

Telemarketing: Telemarketing is a way to sell goods or services by calling Leads directly on the phone. By connecting your Flows by Enreach account to your Outbound by Enreach account, you can make Telemarketing calls.

Telemarketing Agency: Telemarketing Agencies refer to a team of Agents who call Leads. Within an Agency are the various Telemarketing Campaigns, which are created to contact Leads with one specific purpose.

Get Started with Flows

This guide will take you through the essential first steps in getting started with Flows, and creating a successful connection to your Outbound account.

First, create a Lead Source. With a Lead Source you can upload Leads, edit and manage your Lead Pool, and set rules for handling duplicates and permissions. Whether you want to upload Leads through an API connection or FTP uploads, configure your method and begin uploading your Leads.
Next, create a Telemarketing Connection with Outbound. Powerful on their own but supercharged together, connecting your Flows account with your Outbound account will give you a 360 view of all your contact needs. Creating a Telemarketing connection allows you to send Leads from Flows directly into Campaigns in Outbound. Your Agents will be calling in no time.
After this, create Segments. Think of Segments as smart ways to filter your Leads. Divide your Leads based on an infinite number of customisable conditions, and make sure you are contacting the right Lead at the right time.
Automations will automate your workflow, saving you valuable time, and intelligently reacting to all changes that Leads will experience. Update a Lead's LifeCycle status, send emails or sms at the perfect time, or send them to a Telemarketing campaign so an Agent can follow up immediately. Automations are key to implementing a successful workflow in Flows.
Now that you've set up your Flows system, it's time to pour your Leads in. Whether it's through API, FTP, or a .CSV file, upload Leads and begin calling right away.

When this is completed, we'll make the final checks to ensure that your setup works, and Flows is successfully connected to your Outbound account.

You'll notice that each step comprises of two parts:

Instructions on how to create the feature, and,
What you need to do to effectively check your Flows setup! We will do this at the end of the guide, but they are tips to keep in mind as you work through.
Look out for the instructions in the green box!

Create a Lead Source

To create a Lead Source, expand the Leads drop-down menu, and click Lead Source.

Click the + New button in the right of the navigation page.

In the pop-up wizard, there are ten steps to creating a Lead Source. In this initial setup, we'll only go through the essential steps to get started.

Under Settings, the first step, you can configure the initial settings for your new Lead Source. Let's input only the essential information to begin with:

Source Name: This is the Lead Source name, and will appear in the Name column on the navigation page.
Description: Enter an optional description of the Lead Source.

When you have done this, click Next to continue.

Source Type

If you know which method you want to import your Lead into Flows by, select it under Source Type.

Both API and FTP will require Leads to be imported with help from either your in-house development team, or a Lead vendor.

However, before this is done we'll check the Lead Source by uploading some test Leads in a .CSV file.

API will upload Leads to the Lead Source via an API connection, either between Outbound by Enreach or an external API.
FTP will automatically import FTP files found on your FTP server at certain time intervals. If you choose FTP, enter your FTP details when prompted. The username and password will be used in order to access the FTP server.

Click Next to continue setting up your Lead Source.

Validation

In the Validation step, choose which Lead Fields new Leads must have in order for them to be accepted.

Under Required Fields, expand the drop-down menu and select which field or fields you want to be required for all Leads. Make sure that the toggle button is set to Yes to activate.

Under API Field Format, toggle between On and Off to configure which API fields will be required for a Lead to be accepted.

Let's skip step 4 and go straight to step 5, Duplicates. Click Next to continue.

Duplicates

Under Duplicates, you can set rules for how to handle duplicate Leads that are uploaded to this Lead Source.

Telephone is the default data field that will be used to search for duplicates with, as all Leads imported into Flows will need to have a telephone number.

To change this, or add more data fields to the duplicate search, toggle between On and Off to configure.

Expand the How to handle duplicates? drop-down menu and choose between:

Accept Lead to accept the duplicate Lead. Please note that this option will create 2 Leads - the original and the duplicate.
Update Lead to update the data fields with those from the newly updated Lead.
Reject Lead to reject the duplicate Lead - the original Lead will remain intact.

When this is done, skip the next few options and head straight to the final step, Confirmation: don't worry, once you set up your Lead Source you will have time to go back and change these settings!

Confirmation

In the final step, enter a password to password protect your Lead Source.

This step is optional, but if you add a password lock, then the password you set will be required each time you want to edit the Lead Source.

Click Finish to complete your Lead Source.

When we check your connection, you will upload a .CSV file of ten sample Leads to your Lead source.

These will be test Leads, and will move through your Flows setup and be successfully delivered to Outbound by Enreach.

Congratulations! You have now finished the first step in setting up your Flows account 🎉

Create a Telemarketing Connection with Outbound

A Telemarketing connection will allow you to send Leads from your Flows account directly to your Outbound account.

To create a Telemarketing connection, first expand the Activities drop-down menu and select Telemarketing.

Next, click the + New button in the top right of the navigation page.

In the pop-up wizard, there are five steps to creating your Telemarketing Connection.

Step One

Under Setup Agency, the first step, click Setup new agency to get started.

In this pop-up window, enter a name for your agency, and an optional description.

Click Save Changes, then Next to move onto the next step.

Step Two

In Step Two, we will set up the Telemarketing System that will create a connection between Flows and Outbound, so you can begin sending Leads to be called by Agents working in Outbound.

Please note! Before you can create a Telemarketing System, you need to contact Support to obtain a valid username and password.

Once you have your username and password, click Setup new telemarketing system, and in the pop-up window, enter a name for your Telemarketing System, the username and password, and choose a server location from the drop-down menu.

If you don't know your Outbound by Enreach server, check the URL when you are logged on to the platform. If the URL is https://hero04.herobase.com, then choose server 04 from the list.

Click Save changes, then Next to move on to the next step.

Step Three

In Step three, you can configure all the details of your Telemarketing Campaign. Let's input only the essential information to begin with:

Select Campaign: Expand the drop-down and choose which Outbound by Enreach Campaign the Leads will be sent to.
Default Org.code: Enter the Lead Ownership code that will be the Lead owner for each Lead. Alternatively, use the Merge Org. code so the User's individual Lead Ownership code will be used.

When this is done, click Next to move on to step four.

Step Four

In step four, you will create field-mappings to correctly map the Lead data between Flows and Outbound.

To map a field individually, select the Flows field from the drop-down menu, then select the corresponding Outbound field from the second drop-down menu.

Click Add field to save the mapped field, and repeat as many times as necessary.

Step Five

In the final step, create a Campaign name for your Telemarketing Campaign, and enter it into the text field.

Click Finish to finish setting up your Telemarketing Campaign.

When you have set up a Telemarketing connection, you can return here to see how many Leads have successfully been delivered to your chosen Campaign in Outbound, as well as the number of rejected Leads, or number of Leads waiting in the queue.

When it's time to check your setup, Leads will be delivered to the Telemarketing connection as they move through the Automation.

Segmentation

The next step in setting up Flows by Enreach is to create Segments.

If you've never used a Segment before, think of them as filters that you can customise to target a specific group of Leads. Each Automation Flow will begin with a Segment, and it's important to know who you are targeting!

To create a Segment, expand the Segmentation drop-down menu, and click Segmentation.

Click the + New button to the right of the navigation page.

You will be taken to the Segment Builder, where you can begin creating your Segment with Rules and Conditions.

The Segment builder is divided into two sections:

To the left hand side is the Canvas. This is where you will drag and drop the Conditions of the Segment, and configure the rules that determine how the Segment works.
To the right hand side are the Conditions. Conditions are grouped in categories such as Customer, Actions, and Permissions, and include Lead Data, properties, and events.

To begin building your Segment, drag the Condition into the Canvas.

If you need to change the Condition, click on the Condition name to expand a drop-down menu of all Conditions in that category.

Next, decide the Condition Rule.

Click the blank text box in the middle of the Canvas to expand a drop-down menu of the Rules.

Depending on whether you have chosen a text or numerical Condition, the Rules will be different.

After choosing a Rule, enter the value of the Condition in the text field.

In the image below, the Segment will search for all Leads that have a Zip data field of 2500.

Calculate how many Leads qualify for the Segment by clicking the green arrows below.

The number of Leads will be displayed, along with the total number of unique email addresses.

In the image below, three different Conditions have been added to the Canvas: Forename, Sales Calls, and Order Confirmed.

This combination of Conditions will Segment all Leads that have a first name attributed to them, have granted permission to receive sales calls, and have placed an order and had it confirmed.

Segments are totally customisable, and thanks to the Rules and Conditions, can be as complex as you need them to be!

If you're ready to learn more about what you can do with the Segment builder, head to this article to read more.

Create a Segment that will capture all ten of your Leads that will be uploaded to your Lead Source via a .CSV file.

To do this, ensure the rules you use will apply to all of the Leads.

One simple way to do this, for example, is to create a Segment that will filter out all the Leads that have Denmark in the Country Lead field.

In your .CSV file, add Denmark as your Country Lead field for your Leads, and each one of them will be included in the Segment.

Automations

Now you have created your Segment, it's time to build an Automation.

Automations will easily automate your work flows, saving time from repetitive tasks.

To create an Automation, expand the side-menu and click Automation.

Expand the + New button in the top right of the navigation page and select + New.

You will be taken to the Automation builder.

Similar to the Segment builder, the Automation builder is divided into to sections:

In the center of the screen is the canvas. This is where you will build your Automation by dragging and dropping various Automation Elements.
To the right of the canvas are the Automation Elements. These are the building blocks of your Automation flow, and will determine how your Automation will work, and how Leads will move through the Automation.

Automation Elements are divided between the Segment Element, Activities, Actions, Decisions, and Integrations.

Each Automation flow begins with a Segment Element, which determines which Segment is included in the Automation flow, and which selection of your Leads you will contact.

Click on the Segment element, expand the Choose Segment drop-down menu and select which Segment will be included in the Automation flow.

For example, in the previous step if you created a Segment of Leads that are located in Denmark, select it from the list.

Once you have chosen your Segment, you can select an action from one of the four different Action Elements.

An Activity Element will allow you choose which method you want to contact the Lead with. You can choose between Email, SMS, sending a Lead to Telemarketing, and sending a Lead to an Export List.
An Action Element will allow you build your Automation based on the outcomes of other Elements. Choose between Macro (deciding between several different actions), Wait (which will force an Element to wait for a certain amount of time before activating), Permission (which would add or remove Leads to a Permission list), LifeCycle (which would change the LifeCycle status of a Lead), Change TM Status (which would change the Telemarketing status of the Lead), Move Lead in Outbound (moves a Lead from one TM Campaign to another in Outbound by Enreach), Refresh Lead Data in TM, and Update Data in TM.
A Decision Element will allow you to branch out your Automations, and control where Leads move. Choose between Checkpoint (check to see if a Lead has performed a certain action before moving ahead), Split (split Leads that are moving through the Automation flow), and Goal (to track a Lead's activity).
An Integration Element will allow you to perform an integration with Microsoft Dynamics 365, Facebook, or make a HTTP request.

To begin building the Automation, drag and drop the Action Elements into the canvas.

Detailed information on each Element, and how they work, can be found here.

Next, connect the Elements by linking the chain icons.

Each Element can be configured by clicking the box, then completing the settings in the pop-up window.

For example, if you're using the Email Element, you can choose which email will be sent, or if you're using the Wait Element, you can decide how long you want the Automation to wait before proceeding to the next step.

Information on how to configure each of the Elements can be found in this guide.

A completed Automation flow will look something like the image below.

Lets take a look at what it will do:

- The Automation is configured so that when an Email has been sent to Leads in a Segment, the Automation will wait 2 days.

- After 2 days, the Checkpoint Element will check if the Lead has opened the Email.

- If it the Lead opened the Email, they will reach the Goal, signified by the green arrow. If they didn't open the Email, they will receive an SMS, signified by the red arrow.

Click Save then Save Automation to save your progress.

In the pop-up window, enter the following information. For now we will only enter the essential information:

Name: This is the name of your Automation, and is visible from the navigation page.
Start date: Enter a start date and time for the Automation. Please note the accepted format (YYYY-MM-DD and HH:MM).
End date: Enter an end date and time for the Automation.
Status: Expand the drop-down menu and select Activated.
Type: Expand the drop-down menu and choose whether the Automation should be Single, or Recurring. If you choose a recurring Automation, for example, contacting new Leads once they are imported into Flows, the following options will be displayed:
- Repeated: Configure how often the Automation will be repeated. Enter a numerical value in the text field, then choose a unit of time from the drop-down menu.
- Do not update Segment: This option will not update the Segment if new Leads are added after the Automation is created.
- Update Segment with each run: This option will include new Leads in the Automation as they are added to the Segment each time the Automation is run.
- Only include new members in recurring runs: Only new Leads that are added to the Segment will be included when the Automation is run, and will therefore only be included in the Automation once.
Exclude duplicate recipients: Check this box to ensure that any Leads that are included more than once in the Segment will only be included once in the Automation.

When you are done, click Save to save the Automation, Run Now to activate the Automation, or Close to exit the Automation Settings without saving.

Please note that once an Automation is saved as a Single, it can't be changed to Recurring. All Recurring Automations must be saved as Recurring at this stage.

For a more detailed run down of the Automation Settings, head to this article.

The Automation you create when you test your connection will have two crucial steps:

It will use the Segment that will capture all your test Leads,
It will send those Leads to the Telemarketing module you created in step 2 of this guide.

Upload Leads

Now that you've almost finished your Flows setup, test it by uploading Leads manually. Before your developers or Lead provider begin sending Leads to your Lead Source via API or FTP, you can upload some test leads manually.

To do this, you will first need a .CSV file with Leads. If you don't have one to hand, read about how to create one here.

Next, expand the Leads drop-down menu, and click Lead Source.

Find the Lead Source you created in step one, click the cog to the right, and select Import CSV.

In the pop-up window, expand the Separator, Quotation, and Coding drop-down menus to select the format your .CSV file will be.

Please note that the .CSV file size limit is 35MB.

Click Upload, then select the .CSV file from your desktop.

In the pop-up window, Under Select upload option, check Insert new Leads.

Next, map the data in your .CSV file with the corresponding Lead System Fields in Flows by Enreach.

The left hand side column is File fields: these are the columns from your .CSV file.

The right hand side column is System fields: expand the drop-down menu and select the corresponding field to match the File fields.

Any unmapped fields will be ignored by Flows by Enreach, and will not be uploaded.

Click Import to import the Leads.

To check that the Leads have been imported into your Lead Source, expand the cog icon and click Leads log.

Leads Log will display all Leads uploaded to the Lead Source, including the Lead data, upload time, and upload result.

Check your Connections

Now that you have completed your Flows by Enreach setup, it's time to test if everything is working.

Please note that it's best to leave ten minutes before moving between each step.

Step 1:

In step one, upload your .CSV file of ten test Leads to your Lead Source. This is a quick and easy way to import Leads into Flows and check that everything is working.

Step 2:

In step 2, create a Segment that will capture all of your Leads.

The easiest way to do this is to make sure each Lead shares a Lead field: for example, build a Segment that will filter all Leads with Denmark as the country, and enter Denmark in the country column of your .CSV file.

Once you have built the Segment, calculate the number of Leads by clicking Update. Expand the cog menu and click Show Leads data. Here you can see all of the Leads you have uploaded.

Step 3.

To make sure that your Leads will automatically move through your Flows setup, build a simple Automation.

Begin with the Segment you created in Step 3. This will make sure all your Leads are included in the Automation.

Next, connect the Segment element to a Telemarketing Element. Configure the Telemarketing Element so it delivers the Leads to the relevant Campaign in the Telemarketing module you created in Step 2 of the guide.

In the settings, set the Automation to run at once, and within a few minutes your Leads should be delivered to the Telemarketing module!

Step 4

Head to the Telemarketing module to check the status of your Leads. Here you will be able to see how many are in the queue to be delivered to Outbound, how many have been successfully delivered, or how many have been rejected. This is the last stop your Leads will make in Flows before being delivered to Outbound.

Step 5.

In the final check of your Flows setup, login to your Outbound by Enreach account, open Campaign Overview, and your Leads should be successfully delivered!