Nurture Program Timeline

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ClickDimensions Nurture Programs let you set in motion an automated process which branches based on the response to emails by your recipients. This article covers how to see where a specific recipient is in a Nurture Program or to see what steps actually occurred within the Nurture Program for a recipient. To learn how to create a Nurture Program, click here.

The Nurture Timeline gives you an account of what happened during a Nurture Program, in chronological order. The first steps begin at the top and proceed down the screen. If the Nurture is currently on a waiting step, you will see that it is waiting and what the following steps will be. Let’s take a look how each Nurture Step will be recorded in a Nurture Timeline.

You can access the Timeline for a recipient in two places – from the individual’s Lead/Contact record or through the Nurture Program record.


In a Lead/Contact record, you can view all of the Nurture Programs that have run for that person by opening the lead or contact’s drop down menu and scrolling right until you reach Nurture Programs

navigate-to-contacts-nurture-timelines

You will see a list of all the Nurture Programs that this lead or contact has participated in here, and you can double click on a specific program to open the Timeline.

Rhys contact nurtures

In a Nurture Program record, you can view all instances of the program that are running or completed. Open the Nurture Program and record, open its drop down menu, then select Nurture Programs.

navigate-to-nurture-nurture-timeline

You will see a list of every instance of the program this is running, completed, or canceled. To view the course a recipient took within the program, double click on an individual item, and the Timeline will open.

NOTE: The time stamp will always be UTC time zone.

2016-nurture-timeline-list

The Steps

The Nurture Timeline is comprised of a number of different steps that visually convey the path that the nurture participant took through the program:

Send Email

The Send Email step will send an email to the recipient. In the Timeline item, you will see who the email cam from (From Name, From Email, if it was set to Send from the Record Owner) and the Email Template that was sent.

send email

Wait

If there was a Wait step in the Nurture (which usually comes immediately after sending an email), you’ll see the wait step in the timeline. It will state how long the wait period lasted.

wait step

If the Nurture is currently in the middle of a wait step, you will see all of the steps leading up until the wait. After the wait step, an icon with three dots will be at the bottom of the timeline. Once the wait period is over, the steps that occur after the wait step will begin to appear in the timeline.

Has Prospect Clicked Link

Adding a ‘Has Prospect Clicked Link’ adds a branching step into the nurture. This is recorded in the Timeline as one step, but whether the recipient clicked on a link or not is recorded in the icon on the timeline.

If the recipient clicked a link, the icon will be green.

yes click link

If the recipient did not click a link, the icon will be red.

no link click

Has Prospect Opened Email

This step behaves the same way as the “Has Prospect Clicked Link” step. You will see a step where the nurture checked is someone opened an email or not.

If the recipient opened an email, the icon next to the step will be green.

yes open email

If the recipient didn’t open an email, the icon next to the step will be red.

no open email

Assign

The assign step in the Timeline will show which user the recipient was assigned to in CRM.

assign

Notify User

The Notify User step in the Timeline will display the user(s) that the notification email was sent to. It will also contain the message, subject, and if it was marked to send the email to the recipient’s owner in CRM.

notify user

Notify Team

This step behaves the same way as the Notify User step, but it sends an email to a Team in CRM vs. individual users. This step in the timeline will contain the Message and Subject of the email, and who it was sent to. It will specifically tell you if it was sent to the recipient’s record owner and to which Team(s) in CRM.

notify team

Add to List

This step in a nurture program adds the recipient to a Marketing List in CRM. For the Timeline item, this step will show which Marketing List the recipient was added to.

add to list

Remove From List

This step removes the recipient from a specified Marketing List in CRM. The timeline item will show which Marketing List(s) the recipient was removed from.

remove from list

Run CRM Workflow

This step will run an On-Demand workflow in CRM. The timeline item will show which workflow ran from the nurture.

run workflow

Unsubscribe

When a recipient unsubscribes from the associated subscription list(s) the nurture program will be cancelled for that recipient. This will be reflected as “Nurture is Cancelled” at the bottom of that recipient’s nurture timeline. This icon will also display if the lead or contact was removed from the nurture marketing list while still progressing through the nurture.

Opt-Out Cancelled Nurture Timeline 2

Full Timeline

Having seen the individual steps, let’s take a look at it all together. When you see the timeline for that particular recipient, you are viewing all of the steps in the nurture program this person went through in one continuous line. Here’s an example:

timeline


In a Lead/Contact record, you can view all of the Nurture Programs that have ran for that person by clicking on Nurture Programs on the left.

You will see a list of all the Nurture Programs that this lead or contact has participated in here, and you can double click on a specific program to open the Timeline.

In a Nurture Program record, you can view all instances of the program that are running or completed. Open the Nurture Program and record, and on the left click on Nurture Programs.

You will see a list of every instance of the program this is running, completed, or canceled. To view the course a recipient took within the program, double click on an individual item, and the Timeline will open.

NOTE: The time stamp will always be UTC time zone.

The Steps

Send Email

The Send Email step will send an email to the recipient. In the Timeline item, you will see who the email cam from (From Name, From Email, if it was set to Send from the Record Owner) and the Email Template that was sent.

Wait

If there was a Wait step in the Nurture (which usually comes immediately after sending an email), you’ll see the wait step in the timeline. It will state how long the wait period was.

If the Nurture is currently in the middle of a wait step, you will see all of the steps leading up until the wait. After the wait step, an icon with three dots will be at the bottom of the timeline. Once the wait period is over, the steps that occur after the wait step will begin to appear in the timeline.

Has Prospect Clicked Link

Adding a ‘Has Prospect Clicked Link’ adds a branching step into the nurture. This is recorded in the Timeline as one step, but whether the recipient clicked on a link or not is recorded in the icon on the timeline.

If the recipient clicked a link, the icon will be green.

If the recipient did not click a link, the icon will be red.

Has Prospect Opened Email

This step behaves the same way as the “Has Prospect Clicked Link” step. You will see a step where the nurture checked is someone opened an email or not.

If the recipient opened an email, the icon next to the step will be green.

If the recipient didn’t open an email, the icon next to the step will be red.

Assign

The assign step in the Timeline will show which user the recipient was assigned to in CRM.

Notify User

The Notify User step in the Timeline will have the user(s) that the notification email was sent to. It will also contain the message, subject, and if it was marked to send the email to the recipient’s owner in CRM.

Notify Team

This step behaves the same way as the Notify User step, but it sends an email to a Team in CRM vs. individual users. This step in the timeline will contain the Message and Subject of the email, and who it was sent to. It will specifically tell you if it was sent to the recipient’s record owner and to which Team(s) in CRM.

Add to List

This step in a nurture program adds the recipient to a Marketing List in CRM. For the Timeline item, this step will show which Marketing List the recipient was added to.

Remove From List

This step removes the recipient from a specified Marketing List in CRM. The timeline item will show which Marketing List(s) the recipient was removed from.

Run CRM Workflow

This step will run an On-Demand workflow in CRM. The timeline item will show which workflow ran from the nurture.

 

When a recipient unsubscribes from the associated marketing list(s) the nurture will be cancelled for that recipient. This will be reflected at the bottom of that recipient’s nurture timeline.

Full Timeline

Having seen the individual steps, let’s take a look at it all together. When you see the timeline for that particular recipient, you are viewing all of the steps in the nurture program this person went through in one continuous line. Here’s an example: