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Contacts

Adding contacts is the key to your success. The more contacts you add the more sales activity Retreva® will generate for you.

There are three ways to add a contact. You can upload a CSV or Excel file by clicking Upload. You can manually add a contact by selecting "Add Contact" and you can purchase contacts through Retreva® by selecting "Purchase Credits".

Important! When adding contacts, select the appropriate group to make sure your contacts receive the right content. You can also select "Add New Group" if you want to add your contacts to a new group.

Retreva® tracks when every contact is added. Each contact is on their own campaign cycle. So, you can easily add contacts to an existing group and they will receive the first campaign email while other contacts in the group may be on email 3 or 4 or 15.

JUST KEEP ADDING THEM. TIP: Try to always have 1000 ACTIVE contacts!

Upload Contacts

Follow the instructions to upload a .csv or Excel file. Make sure your data is clean. All email addresses should be formatted properly. First and last names must be in separate columns. The first name will be populated in the email so make sure they are proper first names with appropriate formatting (i.e. not all Caps, no middle initials, etc.).
You should have at least a valid first name and email address for each contact. Retreva® recommends that you upload (at a minimum) for each contact:

First Name
Last Name
Company
Email Address

Additional fields may be uploaded as well.

Note, if you have multiple spreadsheets to upload, you must upload them individually. You can select the same group name to combine multiple lists into a single Retreva® Contact Group.

Add Contacts

You are about to add a single contact. You should have at least a valid first name and email address for each contact. Retreva® recommends that you upload (at a minimum) for each contact:

First Name
Last Name
Company
Email Address

Additional fields may be uploaded as well.

You can select an existing group. If you select an existing group that is associated with a campaign, the new contact will be sent email 1.

Use Group “No Campaign” to add contacts that you do not want to receive campaign emails. This group can be used to add contacts that you want to schedule future activities (i.e. Follow Up or Cycle). You can also load clients and active prospects to No Campaign to make sure the contacts are assigned to your account and other reps (if you are in a multi-rep company) cannot upload them.

Purchase Contacts

You can search Retreva®'s extensive contact database and select the contacts that you want to purchase. Purchased contacts can be immediately added to an existing campaign or create a new campaign. Simply fill out the search form with your ideal contact criteria and click search.

Tips:

If you return too many results, add additional criteria
If you return too few results, your criteria may be too strict
Review results, check contacts that you want to add to your cart, select “Options”, “Add Selected to Cart”. IMPORTANT-you must add selected to cart on each page. Add your contacts to the cart BEFORE you move to another page.

Content

Content Group:
You can edit suggested text when you are replying to an incoming email. Simply select the reply action you want to update, update the text and it will be presented the next time you choose that reply action. Remember to enter your Response Signature so your Signature is attached to all replies and conversations initiated from the contact view.

Campaign

Use Retreva®'s campaign wizard to create a new campaign in 4 easy steps.

1. Type a descriptive name for your campaign.
2. Select "Standard" Campaign to drive initial sales calls with prospective contacts. Or, select "Choose Frequency" to create a custom campaign for existing customers or groups of contacts you want to communicate with less frequently.
3. Write your content or select existing content.
4. Approve your content. If you would like to make changes, select the "Edit" option.

Campaign emails will continue to go out as long as the campaign is active. Emails are auto-generated by the system and sent based on a pre-determined schedule. Retreva®'s campaign schedule was built over many years of sending thousands of emails and analyzing reply behavior. The Campaign Manager looks at several factors to determine when to send campaign emails like:

Time of day
Day of week
Holiday treatment
Time between emails
Length in campaign

If you are going on vacation or do not want campaign emails to go out, simply make your campaign pending. You can activate your campaign when you are ready to start sending emails again.

Meeting

Meeting shows you all contacts that you have set a meeting with. Click on Edit to add notes, assign a pipeline step and track your wins and losses. Click on a meeting to view details and export all contact information and history to a .csv or .vcf.

Follow Up

Follow Up shows you all contacts that you currently have a follow up scheduled for. No need to manage your follow ups. Retreva® does that for you. The email you approved when you selected the follow up will be automatically sent on the date you selected. If the contact does not respond. Retreva® will resend it a few times and then drop the contact in a less aggressive campaign.

Cycle

Cycle shows you all contacts that you currently have a cycle scheduled for. No need to manage your cycles. Retreva® does that for you. The email you approved when you selected the cycle response will be automatically sent on the cycle interval you selected. If the contact does not respond, Retreva® will continue to reach out every 3, 6, 9 or 12 months (whichever was selected)

Inactive

Inactive shows you all contacts that you currently have flagged as Inactive. These contacts are no longer receiving any automated campaign emails.

Remove

Remove shows you all contacts that you currently have flagged as Remove. These contacts are no longer receiving any automated campaign emails. Note, you can export these contacts to sync with other company communications to remain CAN-SPAM compliant.

Keep Current Status

"Keep Current Status" is an inbox cleaning tool. "Keep Current Status" is only used to remove an email from the inbox. It keeps the contact in their current status. So, if they were in a campaign and you selected “Keep Current Status” they will remain in the campaign and continue to get campaign emails.

The only messages that should be in this "Keep Current Status" section are Out of Office Replies and System Messages. All other messages should be dispositioned as Meeting, Follow Up, Cycle, Inactive or Remove. If you have used the "Keep Current Status" status in error, simply click on the message, select "Response" and choose the appropriate reply action. Remember, "Update" does not send the initial reply but updates the contact and schedules future activity. "Send" does the same thing AND sends the initial reply.

Meeting

Congratulations on setting a meeting! Select the date of the meeting and populate the start and stop time. Fill in the Location and Subject.

Expected behavior: Confirmation email will be sent to contact. Contact email will disappear from your inbox and contact will be moved to the "Meeting" tab under your Inbox.

Important! - For every reply action you have the choice to select "Send" or "Update". "Send" will disposition the contact and schedule all future activity (if appropriate) AND send immediate reply email. "Update" will disposition the contact and schedule all future activity (if appropriate) AND WILL NOT send immediate reply email. "Update" is often used if you speak to the contact on the phone or if you receive an email directly in your personal email inbox.

Follow Up

When a contact asks for follow up on a specific date in the future, select “Follow Up” reply. Select the date you would like the follow up email to be sent.

Expected behavior: Email will be sent to the contact confirming the future follow up. You will see a preview of the email that will be sent on the future date. Approve or Edit the future email. Contact will disappear from your inbox and contact email will be moved to the "Follow Up" tab under your inbox.

No further action, Retreva® will send the email to the contact on the date you selected. Additionally, if the contact does not reply, Retreva® will reach out to the contact again and place them in a less aggressive campaign to maximize your chances of converting this contact to a meeting.

Important! - For every reply action you have the choice to select "Send" or "Update". "Send" will disposition the contact and schedule all future activity (if appropriate) AND send immediate reply email. "Update" will disposition the contact and schedule all future activity (if appropriate) AND WILL NOT send immediate reply email. "Update" is often used if you speak to the contact on the phone or if you receive an email directly in your personal email inbox.

Update/Send

Update and Send do the same thing. The only difference is Update does not send the immediate email. So, if you simply want to update the contact to Meeting, Inactive or Remove status and NOT send them an email use Update. Also, if you want to schedule the future Follow Up or Cycle but not send the immediate email, use Update. If you hit Send, the immediate email will be sent to the contact.

Cycle

If a contact replies that they are not interested now, select "Cycle" reply. Select which Cycle makes sense for that contact (every month, every three months, every six months, every nine months or every 12 months).

Expected behavior: Email will be sent to the contact confirming your intent to keep in touch. You will see a preview of the email that will be sent on the future cycle date. Approve or Edit the future email. Contact email will disappear from your inbox and contact will be moved to the "Cycle" tab under your inbox.
No further action, Retreva® will send the email to the contact on the date you selected. Additionally, if the contact does not reply, Retreva® will reach out to the contact again every # months (whichever cycle you selected) to maximize your chances of converting this contact to a meeting.

Important! - For every reply action you have the choice to select "Send" or "Update". "Send" will disposition the contact and schedule all future activity (if appropriate) AND send immediate reply email. "Update" will disposition the contact and schedule all future activity (if appropriate) AND WILL NOT send immediate reply email. "Update" is often used if you speak to the contact on the phone or if you receive an email directly in your personal email inbox.

Inactive

If it does not make sense to continue dialog with a contact, select "Inactive" reply. Select the reason you are making the contact inactive (Wrong Person, Not a good fit, Out of business, or Other).

Expected behavior: Email will be sent to the contact. Contact will disappear from your inbox and contact email will be moved to "Inactive" tab under your inbox.

Important! - For every reply action you have the choice to select "Send" or "Update". "Send" will disposition the contact and schedule all future activity (if appropriate) AND send immediate reply email. "Update" will disposition the contact and schedule all future activity (if appropriate) AND WILL NOT send immediate reply email. "Update" is often used if you speak to the contact on the phone or if you receive an email directly in your personal email inbox.

Remove

If a contact asked to be removed or unsubscribed, select "Remove" reply. Remove should only be used for people who have asked to be removed. All other contacts should be Inactive (never email again) or Cycle (less aggressive).

Expected behavior: Email will be sent to the contact confirming they have been removed. Contact email will disappear from your inbox and contact will be moved to the "Remove" tab under your inbox.

Important! - For every reply action you have the choice to select "Send" or "Update". "Send" will disposition the contact and schedule all future activity (if appropriate) AND send immediate reply email. "Update" will disposition the contact and schedule all future activity (if appropriate) AND WILL NOT send immediate reply email. "Update" is often used if you speak to the contact on the phone or if you receive an email directly in your personal email inbox.

Conversation

When a contact asks a specific question or additional dialogue is required, select "Conversation" reply. You will be presented a blank text box to type a customized reply to the contact.

Expected behavior: Email will be sent to the contact. Contact email will remain in your inbox and future campaign emails will not be sent. Choose a different reply action based on contact's reply or select conversation again if you need to have additional dialog.

Forward

When a contact sends you an attachment that you cannot view in Retreva® or you want to take the email conversation to your own email inbox, simply select “Forward”.

Expected behavior: Email will be forwarded to your email (email address supplied during account creation). Contact email will remain in your inbox while you take the email conversation “off-line”. Choose a different reply action when you are done with your conversation. Note, if you take the conversation “off-line” the history will not be stored in Retreva®.

Keep Current Status

"Keep in <Current Status>" is an inbox cleaning tool. This dynamic Response dropdown option will change depending on the status of your contact. For example, if the contact is in a campaign and you receive an out of office reply, you will select Keep in Campaign. If they are already in Cycle and they reply, you will select Keep in Cycle. Same with the other reply actions. You should only use Keep in Campaign for automated replies (NOT actual replies).

All other messages should be dispositioned as Meeting, Follow Up, Cycle, Inactive or Remove. If you have used the "Keep in Campaign" in error, simply click the “Other” sub inbox, click on the message and, select "Response" and choose the appropriate reply action. Remember, "Update" does not send the initial reply but updates the contact and schedules future activity. "Send" does the same thing AND sends the initial reply.

No Match Action

We do not recognize this email. Either the contact forwarded your email or replied from an alternate email address. It is very important that you handle the red emails properly to avoid sending unwanted campaign emails. You must match this email to an existing contact or add a new contact before you can reply to this message.

Most of the time Retreva® will find the match for you based on the tracking tag, If we find the match you will see “Select Contact: Found Tracking Tag”. Simply select the contact to match.

If we do not find a match, you have THREE options:

Remove: Select remove if there is no reason to match this message to a contact. This is typically used for system generated replies. Selecting remove will simply remove the email from your inbox.
Search for an existing contact: Enter the contact’s first name, last name or company to return options for a potential match.
Add a new contact: This is typically used if a contact forwarded your email to another person and you need to add them to your contacts. Note, you will most likely want to disposition the contact who forwarded your email so you do not continue to send them campaign emails. You can do this by clicking on Contacts and search for the contact.

For additional details, please view the "No Match" Training Video.

Use Text for follow up 2 and 3

If your contact does not respond to your initial follow up email, Retreva® will automatically reach out two additional times about a week apart. Keep this box checked to send the same email each time. Uncheck this box to customize follow up emails 2 and 3.

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Contacts

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