Multi-Touch Cadence Workflows

Cadences come in all shapes and sizes, but your most common question is likely going to be "what works best in a Cadence?" One common methodology that's proven successful is executing different channel steps back-to-back, like calling a prospect and immediately following with an email or sending an email in conjunction with connecting on LinkedIn. 

SalesLoft's Multi-Touch Cadence workflows allow you to put this method into action. Multi-touch lets you run a day's steps for a prospect all at one time. 

In this article, we will walk through Multi-Touch Cadence workflows setup and execution, including: 

• Create a Multi-Touch Cadence
• Edit a Cadence to Add Multi-Touch
• Run Multi-Touch Steps
• View Multi-Touch Steps from the Person's Profile Page
• View Multi-Touch Steps from the Cadence People Page
• Examples of Multi-Touch Cadences

Create a Multi-Touch Cadence

Multi-Touch Cadences are set up from the Cadence Overview Page. You can set Multi-Touch for Phone, Email, Other, or Integration steps.

Things to Note:

• Multi-Touch steps must be set to run on the same Day. 
• You cannot set Multi-Touch on an automated email step, since the objective is to run them back to back. 
• Multi-Touch for threaded email steps is coming soon. 

When you have steps that need to be executed back to back on the same day, they must be Due Immediately from the previous step. To set up Multi-Touch Cadences, follow these steps: 

1. Open a Cadence or create a Cadence and go to the Cadence Overview Page. 
2. Find the step that needs to be included in the Multi-Touch group. This will include the 2nd, 3rd, + step(s) for a certain day in your Cadence.
   1. Things to Note: The first step in a multi-touch grouping should not have the ‘Due Immediately’ checkbox checked.
3. Click Edit Step over the 2nd step for that Cadence day. The Edit Step module will appear.
4.  From the module, click the checkbox for Due Immediately. This will enable the Multi-Touch functionality. 
5. Click Save. 

When the Due Immediately flag is set it will appear on the Cadence Overview Page. This way you can quickly see Multi-Touch groupings that have been setup.

Edit a Cadence to Add Multi-Touch

If you would like to add Multi-Touch steps to an existing Cadence, you can edit the Cadence to add the Due Immediately tags and perform back-to-back actions.

To edit the step, go to the Cadence Overview page, select Edit Step, and check the Due Immediately box in the edit step module. 

Very import note if/when you edit a Cadence to include Multi-Touch steps. If there are People currently running in a Cadence, and you edit the Cadence to include Multi-Touch steps, the steps will not apply to People already in the Cadence. For this change to occur, you will need re-add them to that Cadence step. Follow these instructions: 

1. From the Cadence Overview, go to the Cadence People Page. 
2. Select the People on the Cadence.
3. On the top row, select Cadence Actions (rocket ship) and choose Move to Step.
4. Re-add to the step they are currently on, or the step that starts the Multi-Touch steps. This selection will trigger the cadence action to read the multi-touch behavior.

Run Multi-Touch Steps

When Multi-Touch steps become due, all of the steps will appear as due along with each other in the application.

For example, let's say Multi-Touch steps are setup as Email, Phone, and Other steps. You add two People to the Cadence and those steps are due today. When you view your Home Dashboard Cadences Panel or your Cadence workflow panel, all three steps with appear as due for those two People.

When you click the Due button from the dashboard view to run the steps, the Cadence workflow panel will open with the Multi-Touch experience showing all of the multi-touch steps due for that Person. 

Things to Note: The "send all" option will not be available for email steps set to Due Immediately since the idea behind a multi-touch step is to complete the steps for that Person back-to-back. For example, if you send 50 emails out at one time, you cannot immediately call 50 People. 

The top of the workflow panel will have the prospect's name. Each card under the Person's name displays the type of step and step name.

The Cadence workflow will automatically open the first step in the Multi-Touch grouping. Once the first step has been completed (ex: Click Send on an email), the second step will automatically open. You will stay on the Person’s Profile page the entire time you are running Cadence steps due to that Person. Once all steps are completed for a Person, the Cadence workflow will open the next Person due with the multi-touch panel.

Things to Note:

• If you would like an email step to land in the prospect's inbox later that day, you can still schedule it for a specific time in the Cadence workflow.
• You can run the Multi-Touch steps in any order. Click on the card to open the step panel.
• If you want to view the list of People due in the Cadence that day, click the back button at the top of the Cadence Workflow Panel.

View Multi-Touch Steps from the Person's Profile Page

The Person Profile (and Account Profile page) will show all multi-touch steps in the Upcoming Actions. 

Whenever a Multi-Touch step’s date is updated, all Multi-Touch step action’s dates are updated as well.

If Multi-Touch steps are removed from Cadence, all Multi-Touch steps are removed from the upcoming view.

View Multi-Touch Steps from the Cadence People Page

The Cadence People Page will have labels to show when a Person is running Multi-Touch steps.

Example of Multi-Touch Cadences

Now that we've walked through how to set up and run Multi-Touch Cadences, you may be bursting at the seams to put them into action, but slightly overwhelmed at the possibilities. 

Here are some example Multi-Touch Cadences to help get you started: 

New Rep Introduction

This Cadence depends on sending emails paired with LinkedIn steps to help introduce a new rep to the Account. 

Pilot Engagement

This Cadence depends on sending emails paired with Other steps, like research or admin work. 

Want more ideas? Check out the Big Book of Cadences.