Cadence

Overview

Cadence allows advisors to manage and automate multi-channel client engagements at scale, ensuring a personalized touch. With Cadence, you can create and manage sequences of emails, tasks, and phone call steps, streamlining the engagement process. Additionally, Cadence supports collaboration by allowing multiple advisors to work within the same sequence, each managing their own set of recipients. This collaborative approach ensures that every client receives timely and tailored communications, enhancing the overall efficiency and effectiveness of your client engagement strategy.

Creating a cadence

To begin creating a cadence, click on "+ Create Cadence".

1. Define the Cadence flow

First, determine the sequence of steps that the recipient will follow (e.g., email -> phone call -> task). You can add the following types of steps to your cadence:

Automated email: An email will be automatically sent to a recipient after a predefined time

1. Apply Email Template: Use pre-created email templates for consistent messaging.
2. Text Editor Features:
  - Rich Text Support: Format your text with bold, italics, alignment, images, colors, etc.
  - Booking Links: Insert Riva Bookings links using the calendar icon.
  - Merge Fields: Personalize emails with client information (e.g., first name, last name), which automatically populate when the email is sent.
  - HTML Template: Paste your HTML content after toggling "Switch to Raw HTML View" for more engaging emails.
  - Send After Specified Time: Set a delay before the email is automatically sent.
3. Follow-Up Emails: Configure follow-up emails based on conditions such as whether the original email was opened or if links were clicked

Phone Call Task: A task will be created in Salesforce or Outlook when the recipient reaches this step.

When configuring a task step in your cadence, you have several settings available:

Delay Before Task Creation: Specify the amount of time to wait before creating the task after the previous step completes. This allows you to control the timing of task assignments.
Move Recipients forward only when task is "Complete": Choose whether to move the recipient forward in the cadence only when the task is marked as complete. This ensures that the recipient progresses through the cadence only after the task is finished.
Outcome-Based Removal (Salesforce Users): For Salesforce users, you can set up rules to remove a recipient from the cadence based on the outcome of the phone call. Note that this feature needs to be configured by the admin and is only available for Salesforce integrations.

"Other" Task: The "Other" Task type is designed for custom tasks that don't fit the standard options. Use this type to create tasks for specific activities you want to handle personally. For example, you might set a task to connect with the recipient on LinkedIn.

The options for an "Other" Task type are the same as those for a phone call task.

2. Adding Recipients

Note:

Depending on your delegate permissions, you can add recipients on behalf of another user. For example, I (Pradeep) can add Adele to a cadence and assign Lee Gu as the recipient owner. This means that any emails will be sent using Lee Gu's mailbox, and all tasks will be created in Lee Gu's Salesforce or Outlook account.

There are several ways to add recipients to a Cadence:

Manually Adding Recipients: Enter the names, email addresses, and any merge field values of the recipients
Importing Recipients via CSV: Add recipients in bulk by importing a CSV file. You can download a CSV template to see how the columns should be structured.
Import with Salesforce: Search for contacts and leads in Salesforce by adding fields to filter or selecting different list views.

3. Additional options

Riva offers several additional settings to tailor your cadence to your needs:

Exclude Recipients from Cadence if Send Fails: Automatically remove recipients from the cadence if an email fails to send.
Exclude Recipients from Cadence if They Reply: Remove recipients from the cadence if they reply to an email, ensuring they are no longer contacted through this sequence.
Track Email Engagement: Monitor email opens, clicks, bounces, and replies. This information can be tracked and recorded in Salesforce for better insight into recipient interactions for reporting teams.

Once you are satisfied with the configuration of your cadence, click on Publish to finalize and activate it.

Managing a Cadence

Once you have published your cadence, you can track analytics to understand how recipients are engaging with it. You have the option to view both aggregate-level analytics and recipient-specific analytics.

In addition to tracking, you can manage your cadence in several ways:

Edit: Make changes to the cadence flow
Add Recipients: Include additional recipients using the same methods described previously.
Clone: Duplicate the cadence to create a similar one with different settings or recipients.
Pause: Temporarily halt the cadence for all recipients. This is useful if you need to pause the cadence while you're on vacation or otherwise unavailable. The "timer" will stop, and you can resume the cadence once you unpause it.
Delete: Remove the cadence entirely if it is no longer needed.

These management options allow you to maintain flexibility and control over your cadence even after it is published.

Sharing a Cadence

Similar to email templates, you can share cadences with other users by assigning specific roles. There are two roles available:

Viewer:
- Can view analytics and cadence information
- Cannot add recipients or edit cadence flow details.
Editor:
- Can view analytics
- Can also add recipients and edit cadence flow details.

Assigning the appropriate role ensures that users have the right level of access based on their responsibilities.