64687756 infusion-soft-user-gui-dev-7

Infusionsoft, All rights reserved. Version 7
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Phone 866-800-0004• Fax 480-385-7651
This document may not be reproduced in part or whole without the express written authorization of
Infusionsoft. This document is protected by copyright and is distributed under license restricting use, copy,
distribution and dispersal.

Introduction
Welcome to the Infusionsoft New User Guide! This guide is specifically targeted to assist
new users, like yourself, to get your Infusionsoft application up and running quickly and
easily. The goal is provide you with the vocabulary and knowledge necessary to
guide you through a successful new user experience and get you infused.
Keep in mind that if you have any questions or concerns, you can contact our
Customer Support team for extra assistance:
Online Support-The Fusebox: Quickly and easily submit a case online and get
a response email to your technical questions. Log into the Fusebox by
selecting “Take me to my support center” from the menu in your application
Live Technical Support (Domestic): 1-866-800-0004 x2 Hours of Operation*
Monday -Thursday: 6:00 am -5:00 pm Friday: 6:00 am -3:00 pm *All hours are
Pacific Standard Time
Live Technical Support (International): 480-289-6888 Hours of Operation*
Monday -Friday: 6:00 am -9:45 pm *All hours are Pacific Standard Time

Table of Contents
Navigation.............................................................................. 1
Welcome Page and Adding New Users .................................................1
New User Setup......................................................................................... 1
Getting Started Checklist...........................................................................2
User Permissions and User Groups ............................................................3
User Groups ............................................................................................... 3
User Permissions and Roles ...................................................................... 4
Default Permission .................................................................................. 11
The Menu Bar.............................................................................................11
My Profile ................................................................................................. 12
User Preferences ..................................................................................... 13
Customize Your Home Page ...................................................................17
My Account ...............................................................................................19
Side Bar.......................................................................................................19
Searching ...................................................................................................20
Administrative Reports..............................................................................21
Scheduled Actions ................................................................................. 22
Usage Dashboard .................................................................................. 23
Logged In Users....................................................................................... 26
Task/Appt/Note Report ......................................................................... 26
People and Companies ...................................................... 29
Add People................................................................................................29
Quick Add Form...................................................................................... 33
Cloning Records ..................................................................................... 33
Edit a Person‟s Data..................................................................................34
Adding Notes to a Person Record ....................................................... 35
Email History............................................................................................. 37
Linked People.......................................................................................... 38
Creating Companies................................................................................38
Converting People to Companies....................................................... 39
Join People and Companies ..................................................................41
Person and Company Settings ...............................................................41
Tasks...................................................................................... 45
Create Tasks...............................................................................................45
Using the Day View...................................................................................47
Set Appointments................................................................................... 47

New Tasks................................................................................................. 48
Recurring Tasks ..........................................................................................49
Task /Appointment Settings.....................................................................50
Templates and E-Mail.......................................................... 53
Send an E-Mail...........................................................................................53
Understanding Opt-In/Opt-Out ..............................................................54
Double Opt-In ......................................................................................... 54
Opt-In Templates .................................................................................... 54
Opt-Out Links/Update Links................................................................... 58
Email Statues and Permission ..................................................................60
Sending E-mail Using Templates .............................................................64
Create a New Template..........................................................................64
Merge Fields...............................................................................................65
Send a Broadcast to Multiple Recipients ..............................................67
Mailing Address Compliance ............................................................... 67
Sending a Broadcast ............................................................................. 69
Other Templates........................................................................................72
Letter Templates ..................................................................................... 72
Fulfillment Lists.......................................................................................... 75
Queued Fulfillment Lists.......................................................................... 77
Task Templates........................................................................................ 79
Completion Scenarios ........................................................................... 81
Appointment Templates........................................................................ 82
Note Templates....................................................................................... 84
Fax and Voice Broadcast Templates .................................................. 85
Template Settings......................................................................................88
Templates ................................................................................................ 88
Email ......................................................................................................... 89
Email Triggers........................................................................................... 90
FaxVoice.................................................................................................. 91
Fulfillment ................................................................................................. 91
Tags and Searching............................................................. 91
Tag Categories..........................................................................................91
Create Tags................................................................................................92
Importing Tags......................................................................................... 93
Tagging People ...................................................................................... 93
Save a Search ...........................................................................................95
Export Records...........................................................................................99
Customizing Infusionsoft.................................................... 102

Custom Fields...........................................................................................102
System Labels...........................................................................................107
Company Files and Documents...........................................................109
Personal Files ......................................................................................... 109
Company Files ...................................................................................... 110
Logos.........................................................................................................110
Dropdown Options .................................................................................111
Person & Company Settings..................................................................112
Merge Field Defaults...............................................................................112
Other Miscellaneous Settings ................................................................113
API and Security.................................................................................... 113
Main Nav ............................................................................................... 114
Infusion Footer....................................................................................... 115
Data Management ............................................................ 118
Import Preparation..................................................................................119
System Configuration........................................................................... 119
Data Preparation.................................................................................. 119
Standard Import......................................................................................120
Field Mapping Considerations............................................................ 120
Dropdown Value Mapping................................................................. 121
Child Tables ........................................................................................... 121
Advanced Options............................................................................... 123
Search Previous Imports....................................................................... 129
Third-party Import Tools ..........................................................................131
Update Records ......................................................................................133
Checking for Duplicates ........................................................................137
Dup Checker......................................................................................... 137
View Duplicates.................................................................................... 137
Auto Merger .......................................................................................... 138
Capture and Convert Leads.................................................................141
Marketing Settings...................................................................................141
Follow-Up Sequence Response Types ............................................... 141
Follow-Up Sequence Schedule .......................................................... 142
Lead Sources ...........................................................................................143
Follow-Up Sequences.............................................................................144
Follow-Up Sequence Steps.................................................................. 144
Follow-Up Sequence Actions.............................................................. 146
Follow-Up Sequence Merge Fields..................................................... 146
Web forms ................................................................................................151

Web Form Checkboxes ....................................................................... 157
Check box options............................................................................... 158
Response Forms (In Application Web Form Use)................................159
Trackable Links.........................................................................................161
Using Images as Trackable Links......................................................... 165
Action Sets................................................................................................169
Conditions on Action Sets ................................................................... 172
Marketing Reports...................................................................................175
Selling Items Online ........................................................... 181
Merchant Accounts................................................................................181
PCI Compliance ................................................................................... 182
Categories/Subcategories and Product Families..............................183
Products....................................................................................................185
Product Images .................................................................................... 187
Digital Delivery ...................................................................................... 189
Software Licenses/Keys........................................................................ 193
Subscription Programs............................................................................193
Order Forms..............................................................................................195
Order Form Shipping ............................................................................ 201
Shopping Cart/Storefront ......................................................................202
Other Settings and Payment Options................................................ 202
Payment Options.................................................................................. 205
Shipping Options for the Shopping Cart ........................................... 208
Weight Based Shipping........................................................................ 209
Order Total Shipping............................................................................. 210
Order Quantity Shipping...................................................................... 211
Per Product Shipping............................................................................ 211
Sales Tax................................................................................................. 212
Order Receipt Settings......................................................................... 213
Pay Plans................................................................................................ 214
Discounts, Trials and Upsells................................................................. 217
Shopping Cart Action Sets .................................................................. 219
Pay Per Click Tracking.......................................................................... 220
PayPal .................................................................................................... 221
Generating a PayPal API Certificate................................................. 222
Shopping Cart Themes ........................................................................ 224
Theme Customization .......................................................................... 224
Customizing Header HTML................................................................... 224
Storefront Layout .................................................................................. 232

Cascading Style Sheets ....................................................................... 234
Mirroring the Website – Tips and Tricks............................................... 234
Generate Links for Shopping Cart Product Bundles........................ 236
Order Settings ..........................................................................................237
Countries................................................................................................ 237
Products and Subscription Programs................................................. 237
Product Options.................................................................................... 237
Billing Options........................................................................................ 237
Credit Card ........................................................................................... 239
Notification............................................................................................ 239
Chargeback Disputes.......................................................................... 239
Fulfillment ............................................................................................... 240
Invoice.................................................................................................... 240
Triggers ................................................................................................... 240
Order Reports...........................................................................................240
Fulfillment Reports ...................................................................................243
Order Processing, Billing and Collections............................................245
Order Handling........................................................................................245
Refunds and Chargebacks ...................................................................250
Chargeback Dispute ........................................................................... 252
Credit Card Handling.............................................................................253
Updating Credit Cards Online............................................................ 256
Payments..................................................................................................260
Manual Payments................................................................................. 260
Automatic Billing................................................................................... 264
Invoices.....................................................................................................265
Opportunity Management ................................................ 267
Sales Pipeline ...........................................................................................267
Create Checklists.................................................................................. 269
Statuses .................................................................................................. 270
View the Pipeline.................................................................................. 271
Sales Triggers............................................................................................272
Opportunities ...........................................................................................273
Overview................................................................................................ 273
Round Robin Assign.............................................................................. 277
Create a new Opportunity ................................................................. 278
Searching for Opportunities................................................................ 282
Product Bundles.................................................................................... 282
Making a Sale..........................................................................................284

Buy Now Link.......................................................................................... 285
Opportunity Follow-Up ...........................................................................287
Sales Settings............................................................................................289
Sales Pipeline......................................................................................... 289
Opportunity ........................................................................................... 290
Win.......................................................................................................... 290
Loss.......................................................................................................... 290
Buy Now................................................................................................. 290
Sales Reports............................................................................................291
Affiliates .............................................................................. 294
Create an Affiliate Program..................................................................295
Parent and Child Relationships........................................................... 295
Understanding Affiliate Commissions...................................................296
Commission Payout Overview: "Levels" and "Pay if Unused".......... 298
Multi-Level Commissions ...................................................................... 299
Using Pay if Unused and Level Commissions Together.................... 300
Override Program Commission........................................................... 301
Affiliate Records ......................................................................................302
Affiliate Settings .......................................................................................307
Affiliate ................................................................................................... 307
Tracking.................................................................................................. 307
Payout.................................................................................................... 308
Affiliate Resources...................................................................................308
Affiliate Emails ....................................................................................... 309
Affiliate Redirects.................................................................................. 310
Affiliate Pages ....................................................................................... 311
Affiliate Banners .................................................................................... 312
Affiliate Resource Center.......................................................................313
Affiliate Home Page............................................................................. 315
Affiliate Reports .......................................................................................317
Affiliate Summary.................................................................................. 317
Affiliate Redirect Activity ..................................................................... 318
Affiliate Referral..................................................................................... 318
Affiliate Payments................................................................................. 318
Affiliate Ledgers .................................................................................... 318
Affiliate Structure .................................................................................. 318
Index..........................................................................................................320

64687756 infusion-soft-user-gui-dev-7

N A V I G A T I N G I N F U S I O N S O F T
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Navigation
In this chapter you will review the basic layout and navigate the
Infusionsoft desktop as well as user profiles and searching.
WelcomePageandAddingNewUsers
New Users are directed to the Infusionsoft Welcome Page. They will enter their
basic information prior to logging into the system. User options are also available to
the user at any time under Setup > My Profile.
New User Setup
Your business may require additional User Accounts to manage Infusionsoft. Each
person who will be using Infusionsoft should have their own User Account.
For security reasons, only one person can be logged in at one time for each User
Account. Creating separate accounts for each of your users will also help you to
manage your business and ensure that the appropriate work is being completed. It
also allows you to set individual permission levels for access and management of
Infusionsoft data.
Log into your application as an Admin user. Hover over Setup on the main
navigation and select Users. Click the Add Users button and enter in the first name
and the email address, and decide whether or not the user is an Admin as well.
An email is generated and sent to the new user. When the user clicks the link in the
email, he or she will be brought to the Welcome page.
T O P I C S
 Welcome Page/Add Users
 Getting Started Checklist
 User Permission and Groups
 User Profile
 The Menu Bar
 My Account
 The Side Bar
 The Search Bar
 Administrative Reports


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The new user adds basic information, such as: last name, phone number, user name and
password (Later, access these options (including your password) through Setup > My
Profile).
We recommend watching the video on the next page, but optionally your user may skip
the video and start customizing their home page. After completing the Welcome
screens, the user will be automatically logged into Infusionsoft.
GettingStartedChecklist
If you are a brand new Infusionsoft user, you will find the Getting Started Checklist an
extremely helpful road map to get your Infusionsoft application setup. When you log into
Infusionsoft, you will notice an "Infused Meter" that tracks your progress through the entire
process.

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To enable or disable the checklist in your Infusionsoft application, follow these steps:
1. Hover over Setup and select Misc Settings.
2. Within Application Settings, click on the Miscellaneous tab.
3. To hide the checklist, simply check the box. To enable it, uncheck the box. Click
the corresponding link to visit the checklist.
Once all steps are completed, a green check will appear and you will see further
progress on the Infused Meter.
UserPermissionsandUserGroups
You can control which modules of the software your users see and create individual
settings for each person. Create custom groups that will allow you to control the sharing
of contacts and whether or not a particular group will have read/write access or read-
only.
User Groups
By creating user groups (sometimes referred to as a “team”) within Infusionsoft, you can
grant access to a supervisor to oversee those under him or her. An example of this would
be to create a sales team with a sales manager over the team members. The sales
manager would be able to view the leads of his sales associates but he would not be
able to see leads of other sales teams.
Create a User Group
1. Move your cursor over Setup and click Misc. Settings.
2. Select User Settings to the left and click the Teams tab.
3. Click the Teams tab, located at the top.
4. Click the Create Team button, located along the upper-right corner.
5. A pop-up window will appear, enter the desired name for the team in the Team
Name field.
6. Under the Managers section, highlight the user you want to be mapped and click
the mapping button.

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7. Under the User section, highlight the users you want to be members of the team and
click the mapping button.
8. Click the Save button, located in the center.
User Permissions and Roles
When setting up users you will want to consider the role that each user will fill in your
business. Some users may be sales associates; others may manage the sales
associates, while others may manage the marketing efforts or product sales. It may
even be that there are users that fill multiple roles or one user that fills all the roles.
Infusionsoft defines these roles as User Groups.
For instance, a Product Sales Manager will need different tools than a Sales
Associate, and a Marketing Manager will need different tools than a Sales
Manager. Adding each user to the user group that corresponds to their role will
grant the user access to the tools that are needed to fulfill their business role.
User Groups determine which areas your users will be able to access. If you want to
specify user permissions, click the Edit User Permissions button. The role that the user
fills will determine the user group to which he/she should be added. A list of
available user groups and their general descriptions are listed below which will to
help you determine which users should be added to which user groups.

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Sales Rep
The Sales Rep user group is for any user to whom leads will be assigned. Users in the
Sales Rep user group will have access to the Today section and the My Settings
section of Infusionsoft only. Sales Reps are able work with lead records and to move
them through sales stages.
Sales Manager
The Sales Manager user group is for the user(s) that will be responsible for managing
the company sales stages and monitoring the prospect conversion ratios of the
sales reps. Users in the Sales Manager user group will have access to the Sales Force
Management section. Sales Managers can modify sales stages and statuses, set up
round robin lead assignments and view sales conversion reports.
Marketing Manager
The Marketing Manager user group is for the user(s) that will be responsible for
managing the company's marketing efforts. Users in the Marketing Manager user
group have access to the Marketing Management section of Infusionsoft and are
able to create and modify campaigns, review the status of campaign steps and
batch emails, create and edit marketing Web Forms and manage opt-out forms
and trackable links.
Accounting & Order Manager
The Accounting and Order Manager User groups are for user(s) that will manage
the company's products, continuity programs and e-Commerce efforts. Users in the
Accounting & Order Manager user groups will have access to the Order
Management section of Infusionsoft and will be able to set up and modify product
information, continuity program information and merchant account information.
Accounting & Order Managers will also be able to set up and modify online Order
Forms and view accounting reports.
Accounting & Order Manager
The Accounting and Order Manager user groups are for user(s) that will manage
the company's products, continuity programs and e-Commerce efforts. Users in the
Accounting & Order Manager user groups will have access to the Order

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Management section of Infusionsoft and will be able to set up and modify product
information, continuity program information and merchant account information.
Accounting & Order Managers will also be able to set up and modify online Order
Forms and view accounting reports.
Admin
The Admin user group is for the user(s) that are responsible for the administration of
Infusionsoft. Users in the Admin user group will have access to all of the sections
within their application. Administrators can add, modify, or remove users, user
information or user permissions. Administrators can also import data, configure
advanced settings and view all reports. We recommend that admin access should
be issued sparingly.
User Permissions-A Closer Look
Each user in your Infusionsoft application will have access to selected modules and
functionality. You may restrict each user's access by adding and removing them
from user groups, or you can specifically narrow down their access even further.
Some common questions around permissions are:
Will your employees be able to delete opportunities/and or people?
Can they see tasks other than their own?
Are they able to only view the people assigned to them?
What does "Rollback Imports" mean?
Why do I see "unassigned" in many of the user drop-down options?
Why can I add people but not delete them?
How do I share my calendar with my assistant?
Let’s take a look at each section in User Permissions:
1. Hover over Setup and select My Profile.
2. Click Edit User Permissions to the right of the Save button.
Build it!

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3. Notice the several drop-down options. Set them to either Yes, No, Edit, View and/or
None. The settings on the right are the Default Permissions.
Under the General tab, you will find Application permissions and Reporting
permissions.
Can edit Misc Settings -Selecting Yes will be allow a user to access all
Miscellaneous settings within the Setup menu.
Can import records -Allow your users to import contacts into Infusionsoft by
selecting Yes.
Can rollback imports -By giving access to rollback imports, you allow your
users to "undo" an import and delete all contacts associated with it.
Can dup check and merge records-By default, if a user has the ability to
import records, the ability to check and merge duplicate records will also be
enabled.
Can export lists -Each search or report result will allow you to perform a set of
actions. Exporting is one of those actions. If you do not wish for your
employees to export their contacts out of Infusionsoft, set this to No.
Can apply/remove Tags -If you want users to create Tags, set this permission
to Yes.
Can see other users -Selecting Yes will allow the user to see other users (This
permission is tied to the View Calendars permission in the Calendar tab).
Can view company files -Allow users to share files by giving them access to
Company Files, which can be accessed from the Side Bar.
Can delete company files -Allow users to delete shared company files by
selecting Yes.
Can see app account management page -Allowing a user who access to
this feature will turn on the "My Account" link located to the right of their
name. This link is located at the top of the page, in the navigation menu.

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Can send broadcasts -If your users need to send broadcasts, make sure this
permission is set to Yes.
Each option in the Reports section has a Yes or No choice. Each section of reporting
can be hidden or made available to all users.
Within the Calendar tab, you can set permissions for Action Sets and allow access to
view other users' calendars:
Can search, add/delete -Allow users to create Action Sets, search for
them and/or delete them.
All records -Give users ability to edit actions or simply view them.
Can assign tasks -Do you want users to be able to assign tasks to others?
Select Yes if you do.
Unassigned Records - Allow users to view tasks that are assigned to them
only (None) or to have the ability to see and edit all. To ensure that users
can only see tasks assigned to them, select None.
Viewing Calendars -Highlight the user(s) to have access to their individual
calendar. You must also have Can see other users in the General tab set
to Yes in order for this to work.
In the People tab, setup permissions for People and Company records.
People
Can search, add/delete -Allow users to create Person records, as well as
search and/or delete them.
All records -Give users the ability to edit Person records.
Unassigned Records -Allow users to view Person records that are assigned
to them only (None) or to have the ability to see and edit all. To ensure
that users can only see people assigned to them, select None.
Can re-assign -Allow the ability to reassign People records to other users.
Can use note templates -Note templates are used to create shortcuts
when adding notes to a Person record. If do not want any of your users to
create these in Infusionsoft, select No.
Can change lead source -Allow users to assign a different lead source to
People records.
Company
Can search, add/delete -Allow users to create Company records, as well
as search and/or delete them.
All records -Give users the ability to edit Company records.

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Unassigned records -This does NOT apply to company records and can
be disregarded.
In the Marketing Tab, setup permissions for follow-up sequences, web forms and lead
sources.
Follow-Up Sequence
Can Search, add/delete -Give users the ability to search, add or delete
follow-up sequences.
All Records -Give users the ability to edit, or view follow-up sequences.
Can add/remove from Follow-Up Sequence -Users can or cannot add
people into or remove from follow-up sequences.
Can override Follow-Up Sequence response defaults -This setting applies
to the Track Response feature within a person's record. If you are tracking
a response in a follow-up sequence, you can add the person into another
sequence and make any changes. Restrict this be selecting No.
Web Form
web forms.
All Records -Give users the ability to edit, or view web forms.
Lead Source
lead sources.
All Records -Give users the ability to edit, or view lead sources.
In the Opportunities tab, setup permissions for Opportunity records.
Opportunity records.
All Records -Give users the ability to edit, or view opportunities.
Unassigned Records -Allow users to view Opportunity records that are
assigned to them only (None) or to have the ability to see and edit all. To
ensure that users can only see opportunities assigned to them, select
None.
Can re-assign -Allow the ability to reassign Opportunity records to other
users.
Can see tab -When opening up a Person record, the tabs that appear on
the bottom half include one for Opportunities. You can hide this tab for
each user by selecting No.
Can create multiple active leads -If a person in Infusionsoft has an active
lead,

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Can edit closed leads -If an opportunity record has been closed, a user
can still edit that record. Select No to prevent this from occurring.
For the Ecommerce tab setup permissions for the Shopping Cart, Order Forms, Products
and Subscriptions.
Product
Products.
All Records -Give users the ability to edit, or view products.
Unassigned Records -Does not apply to products and can be
disregarded.
Can use Digital Product Merge fields -Allow users to insert Digital Product
links into emails.
Can see encrypted Digital Product keys -Allow users to view the actual
keys associated with.
Subscription Program
Subscriptions.
All Records -Give users the ability to edit, or view subscriptions.
Shopping Cart
Give users the ability to setup and maintain the shopping cart.
Order Form
Order Forms.
All Records -Give users the ability to edit, or view Order Forms.
In the Accounting tab, setup permissions for users to process payments, charge credit
cards and add orders.
Accounting
Can charge credit cards -Allow users to run credit cards, via a merchant
account.
Can edit credit cards -Allow users to edit credit cards within a person's
record. They can delete, add or change the card.

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Invoice
Can send -Allow users to email invoices to customers.
Can see account summary -By selecting Yes, you are allowing the
account summary to be viewed in a person's record.
Order
orders.
All Records -Give users the ability to edit, or view orders.
Unassigned Records -Does not apply to orders and can be disregarded.
Can see tab -When opening up a Person record, the tabs that appear on
the bottom half include one for Orders. You can hide this tab for each
user by selecting No.
Subscription
subscription orders.
All Records -Give users the ability to edit, or view subscription orders.
In the Users tab setup permissions that pertain to users having the ability to add other user
accounts.
user accounts.
All Records -Give users the ability to edit, or view user accounts.
Default Permission
When managing the permissions of the users within Infusionsoft you may want to create
Default Permissions that will apply to all users. Most likely there is certain information in
which you would like either restricted or allowed for all or most of your users. In this case,
you would edit the Default Permission. It is important to note that User Permissions always
override Default Permissions.
TheMenuBar
The Infusionsoft screen is divided up into four primary areas:
Menu Bar
Side Bar
Search Bar
Detail Area

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The Menu Bar is used to find data and drive all activity within Infusionsoft.
Users will only see menu items that they have access to. This is controlled by the
Administrator through User Permissions and User Groups.
Home – Manage your Calendar, Tasks and Opportunities
People – Add or look up a Person, add a note or send an email
Companies – Add or lookup a Company
Affiliate – Add or lookup an Affiliate (Must have Deluxe or Pro Edition)
Opportunities – Add or lookup and Opportunity
Orders –Add a new order or locate an existing one
Reports– Access to various reports such as Sales, Marketing and
Administrative
Setup – Access profile settings, templates, forms, products, etc.
My Profile
The My Profile menu allows the user to change his or her password, update phone
numbers, e-mail, addresses and control preferences.
Passwords are required to meet the following minimums:
7 characters
Menu Bar
Side Bar
Search Bar
Detail Area

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Letters and numbers
1 upper case letter
User Preferences
You can choose between three different views for your user home screen. You have
three choices, the Day View, the Agenda View, and the Customizable Home page.
Each home view will allow you to choose your preference for viewing your opportunities,
saved searches, etc. If you have purchased your Infusionsoft application AFTER August 4,
2009, then you will ONLY have access to view the Customizable Home page.
Home Page Options: Day View, Agenda View and the Customizable Home Page
In the Day View, you will be able to see the calendar and your day planner
for appointments scheduled for that day. You will also be able to see any
Tasks or Marketing Jobs that are assigned to you. Day View is the default
view for Infusionsoft users.
In the Agenda View you will be able to see the appointments listed that you
have for the day, but the calendar will not appear on that page. You will
also be able to see any tasks and marketing jobs that are assigned to you, as
well as lead that you need to follow up with. In addition, you will be able to
see all of the favorite links and reports under the My Reports tab.
With the Customizable Home page, you can drag and drop different boxes
of information, and choose your content. For instance, you can create a box
that will show you your favorite saved searches, and important email stats.
Another box will display your fulfillment jobs, and another shows your
appointments. Change the layout of your page as well. For more information
read on.
Other Preferences
1. Username: This must be filled out for a user to be able to log into Infusionsoft.
2. Password: Required field to secure user accounts.
3. Time Zone: Preferred Time Zone, Infusionsoft defaults to Eastern Standard Time
(EST).
4. Default Home View: Allow the user to configure their home page in Infusionsoft.
There are three views, the Day View, Agenda View and the Customizable Home
View. (Note: If you have purchased Infusionsoft after August 4, 2009 you will only

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see the Customizable Home view, and this option will not appear in your
application).
5. Default Tab on Contact Second Row: Allows the user to select a default tab on
the bottom half of the contact record. For instance, if a user only needs the
orders of a particular contact, then the default tab would be set to Orders. When
the user then looks up any contact record, they will see the orders displayed by
default on the bottom half of the record. (If there is nothing selected in this field,
then the default tab will be “Tasks”.)
6. Default Search Type: This field will select a default search type. This affects the
search box that is located at the top right hand corner of the screen. By default,
the drop-down is set to search for contacts, but by changing the default search
dropdown within this field in the user record, you can change this to search for
tasks, orders, leads, etc.
7. Default Start Page: This field will set the default home page to another location in
the software other than the Day/Agenda View. For instance, if you wish to see a
report or favorite search, you can set this here.

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8. Signature at Top of Reply: Setting this to Yes will add the email signature to the top of
a reply email. If you are using the email client built into Infusionsoft, then you will
need to set this. The standard is to include the e-mail signature below the entire
message.
9. Click to Open & Close Side Panel: The side panel on the left hand side of the screen
contains links to tasks, the calendar, mail box, company/user files and favorite links.
By default, the side bar will open as soon as the mouse pointer hovers over it. You
can disable this by selecting Yes. The side panel will then only open if it is clicked
upon.
10. Default Calendar View: Set your calendar to display the current day, week or
month.
11. Default Start/End Hour: Set the hour your day begins and ends.
12. Time Zone/Daylight: Set your time zone and select Yes if you observe Daylight
Savings Time.
Adding an Email Account
To receive email through Infusionsoft you will need to set up your email account
first. In order for you to set up your email account, your email provider must offer
POP access. POP is a different mail protocol than IMAP, so be sure to inquire
about POP access with your e-mail provider. SSL technology is also offered,
allowing you to use GMAIL and Microsoft Exchange accounts.
Build it!

16
POP mail access requires you to supply a username, password and hostname. If
you do not know this information, contact your email provider for further
assistance.
1. On the menu bar, click Setup.
2. Click My Profile.
3. Click on the Mail Accounts tab located at the bottom of the page.
4. Click the Add New POP Account button.
5. Enter the following information:
Name - This is the name of the e-mail account. This is only cosmetic and
does not affect the operation of the e-mail feature.
People Who Will Use this Account - Select any other user who might need
to have access.
Username - Username for your POP account. Typically, this is your e-mail
address.
Password - Password for your POP account. (This is not your Infusionsoft
password.)
Host - The hostname (address) of your POP mail server. Typically, this may
take the form of pop.domain.com or pop3.domain.com.
Port - The incoming mail port of the POP mail server. The default is 110 but
may vary with providers.
Use SSL - If you have a Gmail or Microsoft Exchange account, select Yes.
How Long to Leave Messages on Server - If you desire messages to be
removed from your email server when accessing mail, you can adjust the
expiration date.
6. Click Save.

17
CustomizeYourHomePage
If you prefer not to use the Day or Agenda view, you can customize your home
page by adding saved searches, reports, important email stats and more. Each
section on the home page contains tidbits of information from various reports and
searches.
During setup, you'll notice an empty page with a single video. Watch the short
instructional video to get started.
Here are the different tidbits of information you can have on your homepage:
Email Stats will show you the number
of emails sent out, opened rates,
spam complaints, etc. You may see
results from today, the past seven
days or the past thirty days. In
addition you may obtain emails
stats from the last five broadcasts
sent. Information in this section
originates from the Email Batch
Status report, as well as the Email
Broadcast Conversion report.
Appointments will show you
information from the calendar for
the current date. Search future
appointments as well.
Fulfillment Jobs will display any
current letter processing or queued
fulfillment jobs assigned to you.
Q U I C K T I P
Information
is updated
within each box
automatically
every 15
minutes. If you
need to update
the information
sooner, simply
click the refresh
link.

18
Using Little Box O' Stats will allow you
to see data from any saved search
or report.
See full results of your saved search
or report from the Saved Search
box. The first 20 results will display.
The Activity Feed will show you who
has recently opened an email,
clicked a link, double opted-in,
opted-out, reported spam, and/or
filled out a web form.
At any time you may change the layout of the home page. Find out which layout
works best for you by clicking on Change your home page layout.

19
MyAccount
Access your Infusionsoft account to see email and contact thresholds and limits, see
your next billing date, upgrade to a dedicated email deliverability package and
add additional users. Only users with admin privileges are able to view this
information. Information you will find:
Your Next Billing Date and application type (Pro, Deluxe, etc)
Your Current Usage Stats
Option to purchase additional licenses or upgrade to a dedicated IP
address for increased email deliverability
Add the Outlook plug-in
SideBar
The Side Bar is a collapsible section of the system that allows the user to access Tools,
Recently Viewed items and Favorite links.
Tools –Email, Calendar, Fields and Tasks
Recently Viewed –List of the recently viewed People, Companies and
Opportunities
My Favorites –Create quick links to common searches or websites
Adding a Favorite Link
Customize the links under the Side Bar to easily access an external website.
1. Click on the Side Bar.
2. Click the Manage hyperlink next to My Favorites.
3. Click on the Add New Link button.
4. Enter the following data:
Link Category (Other): Type in a name for the category or
select one from the drop-down (this is the category that will
appear on the Side Bar
Website URL: The URL of the site
Name: Name of the link
Open in: New Window is suggested if you link to an external
site
Create Link For: Decide which users to share the link with
Build it!
Q U I C K T I P
Type an asterisk *
behind the Category Link
to create an expandable
tree.

20
5. Click Save.
6. Test the link.
Add a file to the system using the Side Bar.
1. Click on the Side Bar.
2. Click on Files.
3. Click on Files.
4. Browse to a file on your computer and click Attach.
5. That file will now be accessible from Side Bar > My Files section of the system.
Searching
There are several ways to search for data in Infusionsoft. Search for any item
using the Menu Bar or do a quick search from the Search Bar.
The Menu bar allows you to Add or Find People, Companies, Opportunities or
Orders.
The Search Bar in the upper right corner of the screen provides an easy way to
quickly search for a Person, Company, Task (Contact Action), Order, or
Opportunity. Click the magnifying glass to change the look up option.

21
Searching for People
1. Use the Search Bar to find a Person (the system defaults to Person).
2. Type the first two letters of the first and last name in the Search Bar.
3. Click the Go button.
4. Type part of the first and last name in the Search Bar and click Go.
5. View the record.
6. Type *(space) d in the Search Bar and click Go. This will bring up everyone with a
last name beginning with “D”.
7. View the Results.
AdministrativeReports
Administrative reports allow for better visibility into the day-to-day usage of
your Infusionsoft application. With Administrative reports you may:
See the number of users logged in
View the number of leads submitted via web forms
Search for completed and pending tasks
View the number of people active in follow-up sequences
To see all of the Administrative reports, hover over Reports, then select
Administrative Reports. Here is what you will find:
Scheduled Actions
Usage Dashboard
Logged in Users
Task Search
Q U I C K T I P
Ctrl + Q to quickly
access the Search bar.

22
Scheduled Actions
Scheduled Actions allow you to manage the actions that are occurring in
Infusionsoft. As actions queue up, you can change the order they run, enabling
you to better prioritize activity.
Here is a breakdown of the different sections on this page:
Scheduling:
Infusionsoft assigns each action a level number: 1, 2 or 3. Then the action is
assigned a priority of 1, 2 or 3. If any actions that are pending have the same
level, then the order the action runs is dependent upon the priority. If the level
and priority are the same, then the actions will run in the order that they are
created.
Current Action:
This section will display all actions that are currently running through Infusionsoft.
You can see from the image above, there are specific details about the
action, as well as a visual status bar. You can cancel the current action if you
decide that it no longer needs to run, or you can stop it.
Recent Actions:
Previous actions can be seen in this section. You can see activity for different
users in the system and you can also check for any errors.

23
Queued Actions:
All actions that are to be processed are listed in this section. They are held in
"queue". You can change the order and priority of the actions in queued status
by clicking on the drop down for Level and Priority.
Usage Dashboard
Within the usage dashboard you will be able to see reporting on the following:
amount of user logins within a certain time period
number of leads generated per web form
people in a certain follow-up sequence
number of orders placed per product or subscriptions
number of sent emails
Users
In the Users section of the dashboard, you will be able to see all of the activity
of each of your individual users. For example, you can see how many time they
logged into the software how many contacts they've created or updated, as
well as how many notes and tasks they've completed.
You can also edit the criteria of this search and set the date range of this report
by clicking on the Edit Criteria/Columns link above your results section. To restart
your search with new criteria click on the Start over link.

24
Internet Leads
In the Internet leads section of the user dashboard, you will be able to see all of
the activity of each of your individual web forms. For example, you can see
how many new leads (unique visitors) were entered into Infusionsoft or how
many times a form was submitted regardless of whether a new record was
created or not (Total times the form has been filled out, including duplicates).
To sort by the number of New Leads or Submissions, click on the column header
for New Leads or Submissions.
Follow-Up Sequences
In the follow-up sequences section of the user dashboard, you will be able to
see all of the activity of each of your individual follow-up sequences. For
example, you can see how many people were added into a certain follow-up
sequence, how many people have completed a sequence or how many
people are active within that sequence.
You can edit the criteria of this search and set the date range of this report by
clicking on the Edit Criteria/Columns link above your results section. To restart

25
Orders
In the orders section of the user dashboard, you will be able to see all of the
activity of each of your products and subscription programs. For example, you
can see the total number sold of each product or subscription and how much
revenue has been generated.
To sort by the number of Amount Sold or Cancellations, click on the column
header for Amount Sold or Cancellations.
Email
In the email section of the user dashboard, you will be able to see all of the
email activity within Infusionsoft. For example, you can see how many emails
were sent to a single person, in a broadcast, total sent and what your email
threshold is.
You can edit the criteria of this search and set the date range of this report by
clicking on the Edit Criteria/Columns link above your results section. To restart

26
Logged In Users
The logged in users report will allow you to see each of the users that are
currently logged in, and see certain information about their login session. Within
the logged in users report you can see the following information:
Time Logged In- the last time this user logged into the application
Timeout- how long the user can be in the software without moving
from page to page
Idle Time- Will show the amount of time that a user has been
logged in but not running any actions, adding contacts, or
updating any information
IP Address- the IP Address from the computer the user is logging in
from.
Force Logout- allows you to force a user out of the software.
Task/Appt/Note Report
Use the pending tasks report to show you all of the pending tasks you and other
users have yet to complete within Infusionsoft. You can search for a task by
looking up a user's first or last name or search for all of the pending tasks within
a given date range.
To run the pending tasks search, put in the criteria for your desired search, and
click the Search button.

27
After clicking the search button, all appropriate tasks will be listed based on
your given criteria. To go to the person record for the task click on the name in
the contact column. To see the actual task details click on the link in the title
column for the task you wish to see.

28
Notes

P E O P L E A N D C O M P A N I E S
29
2
PeopleandCompanies
In this chapter you will review the concepts of People and Companies,
add People to Infusionsoft, and add People with Company links and
attributes.
People represent the individuals that you work with, market to and hope to
cultivate into customers. People can be prospects, clients, vendors, competitors or
personal contacts.
Companies are created to display historic data, opportunities and orders for
multiple People all working together at the same organization.
You may decide to add the Company name just as an attribute of the Person‟s
record, or you might want to create a Company entity to track multiple items
about the organization as a whole.
AddPeople
People can be added to your Infusionsoft application in a variety of ways.
Add a Person from the Menu Bar
Add People using the import tools in Infusionsoft
Allow People to add their own information by registering on Infusionsoft
web forms posted on your website
In order to take advantage of all that Infusionsoft has to offer, most people are
immediately ‘tagged’ and placed into active Follow-Up Sequences once they are
entered into the system, whether they have a related Company or not.
Manually Add a Person
1. Click the People tab on the Menu Bar.
2. Select Add a Person. . .
3. Enter in their name (must have first and last name entered), email, address,
phone number and other pertinent information.
4. Click the Save button.
T O P I C S
 Add People
 Edit APerson‟s Data
 Create Companies
Join People and Companies
People and Company Settings

Build it!

D E S I G N C U S T O M I Z A T I O N
33
Quick Add Form
Use the Quick Add drop-down to capture only the most important information and
then select an action set. Action sets comprise a series of actions that are pre-
configured will be discussed in a later chapter.
Cloning Records
You may create a new record by cloning an existing one. This will easily allow you
to add a new person while inside another record. For example, if you would like to
quickly add a new person that belongs to the same company or account as the
record you are viewing, you can easily do this by cloning.
1. Search for a person in your application.
2. When you are in the record, locate the Clone button to the right of the Delete
button.

34
3. Click Clone and you will see a dialog box that will warn you to save any
changes to the existing record.
4. The record has not been cloned. You can make your necessary changes, then
save the new contact record.
EditaPerson’sData
At any point in time, you can return to a person to add more information or edit
existing data.
Using the top set of tabs within the person‟s record, Infusionsoft allows you to track
additional addresses, detailed information, general notes, and more for every
person.
The lower set of tabs remains constant regardless of the tab selected at the top.
The lower set of tabs shows on-going activity for:
Tasks – Scheduled and completed tasks, e-mail history
Follow-Up Sequences – Assigned workflow/processes or series of emails,
faxes, voice broadcasts, etc
Opportunities – Potential sales opportunities
Orders – Successful and failed order transactions

35
As orders come in, tasks are completed and follow-up sequences progress, the
data is automatically updated within the lower tab set.
Update a record
1. Search for a person in the Search Bar.
2. View the record.
 Job Title
 Mobile Phone
 Website
4. Click the Additional Info tab and make the following changes:
 Birthday
 Spouse Name
 Nickname
 Phone3
5. Click Save to save your changes.
Adding Notes to a Person Record
Infusionsoft allows you to record your phone conversations, or any other in-person
interaction by using date-stamped notes contained within the Person record.
Exercise
1. Find a person.
2. Locate the Tasks tab on the bottom half of the record.
3. Notice the Notes section, click Add Note.
Build it!
Q U I C K T I P
Click the Save button
before moving to another tab
to save new information
added.
Build it!

36
4. In the Note Info section, the contact's name and email are displayed.
5. Select a template from the drop-down if necessary. To create a template, you
will need to create a Note Template in the Template Library. This will be
discussed in chapter 4.
6. Select the type of note: call, email, appointment, fax. letter or other. You can
customize your task types in Task Settings located within Misc Settings.
7. Enter the subject of the task, and all applicable notes.
8. By default the task will be assigned to you unless you select someone else from
the drop-down. You may also notify another user or yourself once this note has
been filled out.
9. Click Save (or Save & Add Another Note to add a second, third note etc) and
your note will now be listed.

37
These notes cannot be deleted, but you can open them up and modify, if
necessary.
Another way to add a note:
1. Hover over People at the top of the main navigation.
2. Select Add a Note.
3. In the Note Info section, type in the name of the person you wish to add the
note for, then click Search.
4. A list of close matches will display, if there are more than one. Click on the
name of the person under the Use This Person column (If there are no
matches, you will not have to select the person's name, it will be selected for
you). In the Note Info section you will see the person you selected.
Email History
One of the major benefits of using Infusionsoft to send and receive email is the
ability to automatically record an email history within a person's record. Each time
you send or receive email from an existing record, the email and any details are
recorded in the email history section of the record.
This ability will assist you in managing your contact relationships and providing them
with the marketing and resources they need so that you can continue to develop
your relationship with them.

38
Linked People
The Linked People tab allows you to track special relationships between contacts.
These relationships can be personal such as friends, relatives and acquaintances.
Or the relationships can be professional in nature, such as a client, vendor, attorney,
consultant, or business partner.
Link a person
1. Find a person in the system.
2. Click the Linked People tab.
3. Type in the name of the person and click Search.
4. Click Use This Person to link to the record.
5. Choose the Type of Link. If there is no link set, then click on Manage Link Types
to add your link type.
6. Find the person in the search results and click their name.
7. Click the Save Link button.
CreatingCompanies
Companies allow multiple people to be tracked as a company unit. Use
companies to track history, opportunities, and orders, at the business level.
People can be converted to Companies
Companies must be linked to at least one Person record
Multiple people can be linked to the same Companies
Build it!

39
People can be added or linked at any time to a Company
Companies are not separate record entities
You may create a Company record during import
Add a Company
1. From the menu bar, choose Companies > Add a Company.
2. Enter at least the name of the Company.
3. Click the Save and Add a Person to this Company button.
4. View the new Company record.
5. Familiarize yourself with the People, Tag and Other tabs. Use the People Tab to
add more people to this company.
Converting People to Companies
It‟s easy to generate Companies from existing People records. When viewing an
existing person, select Convert To Company in the Select an Action drop-down. This
tool is most useful for single contacts that have grown into a larger customer
account.
Covert a Person to a Company
1. Find a person in the system that has their company name populated in the
Company field.
2. From the Select an Action drop down on the person record, select the Add a
Company for this Person option.
Build it!
Build it!

40
3. Note that the Company name has changed to a hyperlink. Click the
hyperlink to view the Company record.
4. Click the People tab to view the record under the company.
5. Click the Add Company Person button to assign another person.
 First Name
 Last Name
 Job Title
 Email
7. Click the Save and View Company button to view the company record.
8. Click the Save and Add a Person to this Company button.

41
JoinPeopleandCompanies
New and existing people can be added to Companies at any point in time. From
the person‟s record, choose the Search option to find the Company name and
create a link. Or go to the People tab for the Company and add the person there.
Add a Person to a Company Record
1. Click the Add Company Person button on the People tab.
2. Enter at least the First and Last Name.
3. Click the Save and View Company button.
4. Click back to the Person tab and notice the new person added.
PersonandCompanySettings
Within Person and Company Settings, you will be able to customize the drop-down
fields for the Person and Company records and set default fields for the Quick-
Add-New Person form. You will also be able set up categories for all of the tags in
your application.
Here are the different settings for People and Companies:
Company
Minimum Account # Length - Every time that you create a company
within Infusionsoft, a unique number is assigned. You may set the
minimum length of this number in this field.
People
Drop-down types and Address Labels - Each Person record contains
drop-down fields and address labels. Use the boxes provided in this
section to customize the options in those drop-down fields. You have
the option to customize:
1. People Types -Enter in the different types of people that you deal with on a
daily basis.
2. Titles - Type in the appropriate titles used to address people of different marital
statuses.
Build it!

42
3. Suffixes - Type in the common suffixes, i.e. Jr, PhD, etc.
4. Phone/Fax Types - Type in the different phone and fax types (business, home,
Cell, Mobile, etc)
5. Address Labels - Type in the labels for address 1, 2 and 3.
Client Login
Disable Contact Edit in Client Login? - Your Infusionsoft application
contains a Client Login that allows your customers to log in and edit
basic info. If you use the Shopping Cart, the look and feel you have set
for your cart will apply to the Client Login page as well. If you select Yes,
your customers will not be able to edit or add upon login. To access
your client log in page:
https://yourappname.infusionsoft.com/ClientLogin
Adding People
Default Add-New-Person Form - You are able to manually add a
person into Infusionsoft by way of the Quick-Add-New Person form, or a
Response form. You can select a default method by choosing an
option from this drop-down. The list consists of all Response Forms, as
well as the Standard and Quick form.
Quick-Add Fields - If you use the Quick Add form, highlight the most
needed field. You may want to capture name, address, email and
phone. Company name may not be relevant, so you can pick and
choose what information is most important. To highlight multiple fields
hold the Ctrl button and click on your fields.
Tag Categories
Create categories for the different tags that you use within Infusionsoft. It is a good
idea to use categories if you have many tags to keep everything organized.

43
Notes

T A S K S
45
3
Tasks
In this chapter you will schedule tasks and appointments, complete
activities and view the calendar.
CreateTasks
Use the Infusionsoft task list to remind yourself or other people of important items
that need to be completed. Tasks may or may not have a set time, while
Appointments generally occur on specific dates at set times. Use Tasks to remind
yourself to make a follow up call, send an e-mail, or make a run to the cleaners.
Tasks type includes:
Call
E-Mail
Appointment
Fax
Letter
Other
Notifications can also be included as part of a Task. Users included in a Notification
receive an e-mail as soon as the Task is scheduled.
When Tasks and Appointments are completed, they move from the calendar and
Task List to the Notes section in the person‟s record.
View Pending Tasks
1. Find a person.
2. Click the Tasks tab if necessary.
3. Note the section contains future scheduled activities and activities that have
yet to be completed.
T O P I C S
Create Tasks
Using the Day View
Recurring Tasks
Task Settings

Build it!

T A S K S
46
4. The Notes section includes all completed Tasks, Appointments, and note
history.
Create a Task
1. Find a person in the system
3. Click the Add Task button.
Build it!

T A S K S
47
4. Click Save.
5. View the Call in the Pending Task section.
UsingtheDayView
The Day View provides a Calendar view as well as a Task List to work from.
Upcoming Appointments will be displayed on the calendar, while Tasks will appear
as a list of items. Both Appointment and Tasks can be scheduled and completed
from the Day view.
Set Appointments
Appointments generally have times associated with them and can be scheduled
directly on the calendar.
Exercise
Schedule an appointment for the next Friday at 6pm. Include a reminder.
1. Go to the calendar on the Home page (if you are in Day View).
2. Click on the „Go to a different day’ hyperlink.
3. Click on next Friday.
4. Click the 6:00 section in the calendar and select Add new Appointment.
 Description: sum up the appointment
 Notes: the purpose of the meeting, and any other notes
 Appt End:
 Reminder Time:
6. Click Save.
7. View the Calendar.
Unlike activities in
Outlook, tasks are
marked as complete
when finished. Tasks
then move from the
Pending section to
Notes.
Build it!
Note the date change in
the upper left corner.

T A S K S
48
New Tasks
Tasks generally do not have times associated with them, although like
Appointments, they can have time and reminders associated with them.
Schedule a task with notification
Schedule a task to follow up with a customer after meeting with them.
1. Click the New Task button.
 Action Description: a short summary of the task
 Notes: Action Date: this is the date that the task will show up on the
user‟s home page
 Completion Date: enter in a date when the task is finished
 Creation Notes: enter detailed notes about the encounter
 Action Type: designate the type of task, i.e. call
 Priority: set a priority
 Start Date: enter a date the work on the task starts (always earlier
than Action Date)
Build it!
Q U I C K T I P
 Scheduling from My User
Home will automatically
add the user as the person
on the Task or Appointment.

T A S K S
49
3. Click Save.
4. View the Task List.
RecurringTasks
Tasks and Appointments can also be set to repeat on a certain schedule.
Recurring Tasks can be used to schedule quarterly follow-ups with customers or to
block weekly meetings out of a user‟s calendar.
Create a task
1. Find a person.
3. Click the Add Task button.
 Description
 Notes
 Action Type
 Start Date
5. Click the Recurring tab at the top of the Task window.
Build it!

T A S K S
50
6. Choose Monthly.
7. Set the Task to recur on the first Friday of every 3 month(s).
8. View the End By date. Click Save. View the Tasks/Appts/Notes tab. Note that
the activities start from your selected start date.
Task/AppointmentSettings
Within Task/Appointment Settings, you will be able to customize your task types,
create custom fields, and define labels for the Person records. You may find the
Task Settings by hovering over Setup, then selecting Misc Settings. Click on Task
Settings on the left navigation menu. Here are the settings you can customize:
Task/Apt
Type Options –Type in the different types of tasks you will be
completing.
Newest History at top –Selecting Yes will take the most recent tasks and
add them to the top of the completed task list in the Person record.
Auto-Share Linked Contact/Opportunity w/User –You are able to create
a task within a Person or Opportunity record and assign it to a different
user. If that user does not have permission to view the person‟s record,
you can allow access by selecting the Yes option.
If you edit the series
after one of the tasks
has been changed, the
entire series will reflect
the new update.

T E M P L A T E S A N D E - M A I L
53
4
TemplatesandE-Mail
In this chapter you will learn how to send a simple email from the Person
record, as well as a broadcast to multiple recipients. You will also create
Templates to use for repeatable e-mails, letters and follow-up sequence
steps.
SendanE-Mail
Infusionsoft allows each user to connect multiple POP accounts to his or her profile.
Simple e-mails to a prospect or customer can be generated with a single click.
Send an email from the person’s record
1. Find a person in the system
2. Click the envelope to generate an e-mail.
3. Type in a Subject.
4. Type your message in the body of the email.
T O P I C S
 Send an E-Mail
 Understanding Opt-In/Opt-Out
 Email Statuses
 Send E-Mail Using Templates
 Create a New Template
 Merge Fields
 Send a Broadcast
Other Templates
Template Settings

Build it!

54
5. Click Send.
6. View the Recent E-Mail History on the Tasks tab.
UnderstandingOpt-In/Opt-Out
Due to the increasing amount of spam e-mail that individuals receive daily, ISPs
continue to find new ways to eliminate possible offenders. Many times however,
the tools used by ISPs can incorrectly mark e-mail as spam regardless of the fact
that an individual requested or “opted in” to receive messages from your
company.
Infusionsoft provides many tools to help manage whether people have opted-in or
out of marketing efforts. With the ever rising importance of e-mail privacy laws, opt-
in / opt-out management is essential to the success of marketing.
The Infusionsoft tools ensure marketing messages get a high level of deliverability.
Double Opt-In
A person is considered „single opted-in‟ when he or she initially provides you with his
or her e-mail address. A person is considered „double opted-in‟ if he or she confirms
the e-mail address by clicking on a link sent in a system generated or manually
generated e-mail.
Using double opt-in e-mail marketing tools eliminates the possibility of e-mail being
labeled as spam and having messages go undelivered.
Built in tools ensure that future people are double opted-in, and can move existing
and third-party lists to a double opt-in status.
Opt-In Templates
A double opt-in template is included in every Infusionsoft application. Custom
double opt-in e-mail templates can be created to use in follow-up sequences, in
response to web forms, and/or for users to send manually.

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Create an email template containing a double-opt in link
1. From the menu bar, choose Setup > Templates.
2. Click the Add a Template drop down and select E-Mail.
 Template name
 E-mail Type
 From Email address
 Subject
 Body
4. Leave an additional return in the Body of the template.
5. Click the Open Merge Window button.
6. Click the Misc. tab.
7. Click Insert to insert the Default Opt-In link.
8. Click the X to close the window.
9. View the new Opt-In link code. Click Save.
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If you selected “HTML & Text” as your email type, the body of the e-mail needs
to be copied and pasted from the text version into the HTML version.
Creating Your Own Double Opt-In Links
1. Place your cursor in the appropriate area of your template body and click the
Open Merge Window button.
2. Select the Misc tab, and locate the header for Double Opt-In Links. Click
Create Opt-In to create a new link or click insert next to the appropriate link.
3. If creating a new link, name the link.
4. Use the HTML tools to edit the link blurb. The link blurb will appear before the
actual link. You can use it to give your contacts additional information or to
serve as a preface to the link.
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5. If you would like your double opt-in link to appear as specific text, type it in the
Link Text field. If you leave this field blank, the double opt-in link will appear with
the actual URL of the link.
6. Create a text link blurb to preface your double opt-in link on text emails. Text
emails containing double opt-in links will always show the actual URL of the link.
(Note: Be sure to complete the information in both the text and HTML link
sections so that your link will function correctly in both circumstances.)
7. Click on the Double Opt-In Page Appearance tab.
8. If you would like to use a merge field other than your company name, type
the merge field information in the Merge Field for Opt-Out Header box.
9. Select the preferred Header Color. You have the choice of either a black
background with white text or black text with a white background:
Black Background, White Text

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White Background, Black Text
10. Use the HTML tools to design the success page content.
11. Click on the Actions tab and add the appropriate actions and click Save.
12. Insert the link in the appropriate place in your template.
You can also create your double opt-in links from Marketing Settings. Hover over
Setup, select Misc Settings and then select Marketing Settings. Click the Links tab
and follow the directions above.
Opt-Out Links/Update Links
Opt-Out Links allow you to effectively manage the contacts that do not want to
receive your email correspondence.
CAN SPAM Legislation require opt-out links be included in all emails that are sent to
your prospects or clients. Infusionsoft allows you to create custom opt-out links that
allow your clients or prospects to opt out of certain marketing follow-up sequences,
while remaining opted in to others.
If you do not create and send your own custom opt-out links, Infusionsoft will always
automatically insert an opt-out link into the bottom of your emails.
Create an Opt-out/Update Link
1. Hover over Setup and select Misc Settings (you may also create a link from
inside an email template by clicking on Open Merge Window, then selecting
the Misc tab).
2. Select Marketing Setting from the left navigation.
3. Click on the Links tab.
4. Click Create Update/Opt-Out.
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5. Enter in a name for the Opt-out link.
6. Select the type of Opt-out from the drop-down:
Opt-out-allows prospects to opt-out of all marketing or just the
current sequence
Update -allows prospect to update contact information only
Opt-out & Update -allows the prospect to either update their
contact information or opt-out completely
7. In the HTML Email Display, type in a blurb and if needed the link text (if you
leave the link text box blank, the actual link will appear instead).

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8. In the Text Email Display type in directions, instructing to click the link that
appears below the text.
9. For the Opt-Out page Display Information, you have the option to give the
prospect/customer a choice. They may either opt-out of all marketing, or
choose a specific option that you give them.
10. Go back up to the top and then configure your Actions.
11. Click Save.
EmailStatuesandPermission
Within every Person record, you will notice a small envelope located next to the
email address. It may be red, yellow, purple, or orange and have a letter. What
does all of this mean?

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Every email you send through your Infusionsoft application is tracked and
documented as a single opt-in, double opt-in, bounce, invalid, etc. You must also
specify that you have permission to email each and every person in your
application. Let's take a look at a few examples:
Non-marketable
When adding a person into Infusionsoft, manually or by import, you must confirm
you have permission to email. Non-marketable does not mean you cannot mail
letters or flyers, you can still do this. Infusionsoft will not send emails to any addresses
that have a status of Non-marketable. However, you can send an individual email
directly from the person‟s record.
Non-marketable status is designated with a blue "N".
Confirm Email Marketing Permission
To confirm you have permission and to provide a legitimate reason:
1. Click Manage Email Status.
2. Click the link to indicate that you have permission to market to this address.
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3. Check the box I have permission to market to this address. If you are unsure of
the criteria for permission, click on the Permission link and another pop-up will
appear with a specific criteria list.
4. Type in the reason you have permission. Example: "I received permission to
sending email marketing materials to this contact over the phone. They
requested I add them to our monthly e-newsletter".
5. Click Save.
Single Opt-In
Once you have confirmed permission to send email marketing, you will see a new
status of Single Opt-in. This status also means a prospect or client filled out a web
form on your site.
Single Opt-in status is designated by a yellow envelope and the number "1".

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Double Opt-in
Double Opt-in status is designated by a green envelope with the number "2".
Opt-Out
In accordance with the CAN SPAM Act of 2003 every single email you send to a
customer or prospect must contain an "Unsubscribe" option, or a way to opt of your
email marketing. Infusionsoft allows you to create your own links and in the event
that you forget to include one in, the default system opt-out link will appear.
Opt-out status is designated by a red envelope and the letter "X".
Invalid Email
To prevent Internet spammers from giving you bad information through your web
forms, Infusionsoft prevents any outgoing email sent to invalid email
addresses. Invalid email status is designated by a purple envelope and the letter "I".
Hard/Soft Bounce
When an email bounces, it means that either the intended recipient's email
account is no longer valid (hard bounce) or is temporarily full (soft bounce).

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SendingE-mailUsingTemplates
Once a template is created, it can be attached to Follow-Up Sequences, Web
Forms or used to send an individual e-mail. Individual e-mails can be launched
directly from the Person‟s record.
Use a template to send an email
1. Return to your Person record.
2. Click the envelope next to your e-mail address.
3. On the menu bar, click the Template button.
4. Select any template with a double opt-in link and make changes if necessary.
5. Click Send.
6. View the e-mail in your account if possible.
7. Click the Opt-In link from your e-mail, and return to Infusionsoft.
8. Refresh to see the Opt-In status change.
CreateaNewTemplate
Create templates to increase efficiency when repeating the same action over and
over again in Infusionsoft.
The following types of templates can be created:
E-mail – E-mail templates can be used to automate the step of a
follow-up sequence, or to send many e-mails to a tagged group for a
single or repeatable occasion.
Fax - Fax templates allow you to send documents to your contacts if
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Fulfillment List - Fulfillment Lists are used to provide details to a specific
person or organization for the fulfillment of items which require manual
work such as mailing a birthday card or shipping a product.
Letter – Create letter templates to merge and print multiple letters
directly from Microsoft Word.
Appointment – Create a template that will add an appointment to a
user‟s calendar.
Queued Fulfillment List – A queued fulfillment list is similar to a regular
fulfillment list except that the fulfillment list continues to queue with new
additions to the list until the fulfillment list is completed.
Task - Tasks allow you to give specific assignments to users. A task tells a
user that he or she has a manual assignment with a specific due date.
Voice Broadcast - Voice Broadcasts allow you to deliver messages right
to your contact's phone. Record messages that will be broadcast via
telephone as part of a follow-up sequence.
Note –Create Note templates to help automate recurring activities.
MergeFields
With Merge Fields you are able to personalize messages that are sent to groups of
contacts. Traditional marketing is difficult to do on a large scale in many businesses
because the messages you send to your consumers are not personalized.
Merge fields eliminate the need for to address contacts with the impersonal "Dear
Friend" greeting. You can use Merge Fields to include information from a person's
record in your copy. For example, an email previously addressed with "Dear Friend"
can now become "Hello Bob" or "Dear Sally."
Merge fields can be used in the following templates in Infusionsoft:
Email
Tasks
Letters
Appointments
Create an email template
1. From the menu bar, choose Setup > Templates.
2. Click the Add a Template drop down and select Email.
 Title: give the template a specific name so you can easily find it
later
 Public/Private: a private template can only be viewed by the
creator
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4. Enter the To and From information:
Name: you may type in your business name (optional)
Email: you must include a valid email address
To: by default the email will be sent to the main email
address in the person‟s record
Add Cc/Bcc: to enter a Cc/Bcc click on the corresponding
links
5. Select your email type:
Plain Text: text without images or formatting
HTML: include images, change fonts, colors, etc.
HTML & Text: create a text and HTML version to ensure that your
email will be sent (some email clients do not accept images
within emails; text only) to the appropriate recipient
6. Merge type refers to the information you can merge into an email template.
Contact allows you to merge information from any field in the Person record.
You may also merge credit card information (Order Triggers) and fields from
Opportunity records (if sending a broadcast from an Opportunity search).
7. Enter in your subject and click in the Template Body to construct your email. To
personalize the email, begin with a salutation of “Hello” or “Dear”, etc.
8. Type in a space after your salutation and click the Open Merge Window
button.
9. Add the First Name field.
10. Finish writing your email.

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11. You may add attachments to the email, and they must not exceed 100kb. It is
recommended that if you need to send files, host your files on your website
and include links to those documents.
12. Save the template.
13. Type in at least one email address in the Send a test to field and click Save &
Send Test. It is recommended that you enter in your email address so you can
see what the email will look like.
SendaBroadcasttoMultipleRecipients
Sending broadcast emails allow you communicate your message to a group of
tagged contacts on your own time. You can schedule the emails ahead of time, or
send them at your convenience. If you prefer instead to create a series of emails to
be used repeatedly, you will want to create a follow-up sequence, which will be
discussed in a later chapter.
The CAN-SPAM Act requires all commercial email to include the sender's valid
physical postal address, among additional behavior requirements. Infusionsoft
clients are expected to maintain a current mailing address, which will be included
on all broadcast, follow-up sequence and marketing messages that you send to
people.
Mailing Address Compliance
To ensure your address is correctly entered, perform the following steps:
1. Move your cursor over Setup and click Misc. Settings.
2. Click the Template Settings Tab, located on the left side.
3. Click the Email tab, located along the top.

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4. Within the Address Block section, confirm that your address is present. If not,
you MUST enter in your business address. Company name is optional.
5. You may choose a multi-line or one-line layout to display your address:
Multi-Line example
One-Line example

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6. Click the Save button, located along the bottom of the page.
Sending a Broadcast
Send a broadcast to multiple recipients. We recommend you send yourself a test
email, before sending to actual people.
1. Hover over People and select Send a Broadcast (Email, Fax, etc).
2. Select Email from the list of icons.
3. Select your recipients.
Select a saved search or search for a new group of people. These are people
who have agreed to receive communication from you. You may not
purchase lists or send to contacts that have opted out of any marketing.
4. Click the Preview link to see all of your recipients. A new window with your
recipients will open up for your review. Once you are satisfied with the
intended contacts, click Next.
5. Compose your email or select a template.

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6. If you choose a template, make sure you select it by clicking the Use This link.
Also choose from a list of drafts or sent items.
7. You can edit the email if preferred, or simply click Next (if you'd like to go back
a step, click Back). Also you may save your work for a later time by clicking
Save Draft.
You may choose to send a Text, HTML or BOTH a Text & HTML email. If you

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decide to send both an HTML & Text email, you will need to compose each
separately. Each version will appear on this page for you to review and edit.
8. You may also send a test to yourself. Testing is not required, but it is
recommended.
9. Next you MUST agree to and read the Infusionsoft Acceptable Use Policy. This
is mandatory, and must be checked. By checking this box you are agreeing
that your contacts are legitimate and wish to receive communication from
you.
10. You must also check the box that states you have permission to email the
selected recipients. This is also mandatory, and if you are not sure what is
meant by "Permission:
 This email address was not purchased, rented, borrowed, or harvested.
 This is not an old, non-responsive email from another list.
 I can show proof of consent to receive marketing for this email address.
 I have recently - as in, the last few months - contacted this person.
 They are expecting the content I intend to send.
 I have let them know how frequently I will be emailing them.
 I trust that they provided me with correct information. (offline sign-up
forms that require email addresses are often faked or entered incorrectly)
11. Keep track of who opens this emails by selecting Track opens. You can find this
tracking information in the Email Batch Status report. This only applies to HTML-
type emails.
12. You may choose a date and time (EST) you wish the broadcast to start. If this is
left blank, the broadcast will process within two hours.
13. If you would like to send a copy of the broadcast to yourself or anyone else,
enter the email address.
14. Send yourself a receipt when the broadcast is successfully sent. By default, the
email address you entered in your My Profile page will appear here.

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15. When finished with the above, click Done.
16. You will then be taken to a page that shows the progress of the broadcast,
and then you will see a finished page.
17. You'll notice above there are a couple of tasks you can do once the
broadcast is finished.
Email Batch Status Report -this is the report that will show you the
opened rates (ONLY if the email type is HTML).
Save the broadcast as a new template -the email just sent can be
used as a template to use for later.
OtherTemplates
You may create different types of templates to use to automate business
processes, work flow, and follow up.
Letter Templates
Letter templates allow you easily merge contact information into a Word
document. Use letter templates for basic mail-merge functions as well as label
generation.
Create a letter template
1. Hover over Setup and select Template Library.
2. Select Letter from the Add a Template drop-down.
3. Enter in a Title for the template.
4. Decide whether or not to share this template with other users by selecting
Public or Private in the drop-down.
5. Decide from where you want to merge information. You have three options:
 Contact-merge information from the Person record
 Credit Card-merge credit card information
 Opportunity-merge information from the Opportunity Record
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6. To merge data into the body of the letter, click Open Merge Window.
7. The example below has merged name and address:
8. Click the Edit tab to compose your letter.
9. If you prefer to use HTML, click the Source tab.
10. In Processing Information, select Yes if you wish to print labels with this letter.
11. Choose the user responsible for processing jobs containing this letter.
12. Configure the reminder email, which will be sent to the user letting them know
they have a job to complete in Infusionsoft.
13. Click Save.

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Once you have letter templates set, you can print them from a search and/or insert
them into follow-up sequences.
To process a letter job from the homepage:
1. Log into your Infusionsoft application.
2. If you or your users have a job to process, the letter task will appear on the right
hand side of the page (if using Day or Agenda view) or if you are using the
Customizable Home page, you will see a message or the Fulfillment box.
Day or Agenda View
Customizable Home Page
With either view, you will see the type of job, status, name of the template and the
number of letters to print. In the image above, there are 598 "Copy of New
Customer Welcome" letters to print.
3. Click Continue to start printing.
4. A dialog box will appear giving brief instructions.
5. Click Open Merged Letter.
6. Open the letter in Word.
7. Now you will see separate letters for each contact. In our example, 598
separate letters will open up in Word, customized with each contact's
information.
8. Print your letters.
9. If you wish to print labels, click Print Labels.

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10. Another dialog box will open.
11. By default the main address on the contact record will be merged into the
labels. You can change this by clicking Open Merge Window and selecting a
different address.
12. Choose the label type. Available labels are Avery 5160-8932.
13. Click Generate Labels.
14. The labels will open up in Microsoft Word.
15. Print the labels while in Microsoft Word.
16. Once the labels and letters are printed, go back to the original dialog box.
Click Complete. The job is now removed from the homepage.
Fulfillment Lists
Fulfillment lists allow you to automate communication to an outside vendor for your
direct mailing pieces or order fulfillment. This feature will allow you to set up an email
with an attachment that will run within your follow-up sequences.
Let's suppose that you offer a free report on your website. This report is not delivered
in a digital format; it is mailed out via USPS. You put a form on the site allowing
prospects to request this free report. Once they form is filled out, an action set will
put the prospect into a follow-up sequence and an email is sent to your contact at
Office Max (or other mailing house) to get this report mailed out immediately. The
email contains a copy of the document to be mailed, as well a list of all intended
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Create a Fulfillment Template
2. Select Fulfillment List from the Add a Template drop-down.
3. In Template Options, type in a name for the template (Example: Free Report
package -mailer).
4. Decide whether or not to share the template with other users by
selecting Public or Private from the drop-down.
5. In Fulfillment List Options, decide what fields will be included in the CSV
spreadsheet that will be sent to your vendor. The column on the right contains
the fields that will be included in the spreadsheet, and the column on the left
contains fields to move to the spreadsheet. In the example below, you would
highlight the fields on the right and use the arrows to move fields from left to
right or right to left.
6. Select the documents (i.e. Free Report) that need to be mailed. If you have
not already uploaded any documents in Company Files, then do so now by
clicking Upload and selecting the file from your computer.
7. In Processing Options, type in the vendor‟s email address (or whoever is
responsible for fulfilling on this item).
8. You can specify if a copy of the request will be sent to the contact's assigned
user (this may be helpful if you have face-to-face sales associates).
9. Now write the email:
 Email Send To: enter in your vendor's email.
 Send to Person's Owner: select yes if you wish to send a copy of this to the
assigned user of the contact (i.e. sales associate, customer service rep)
 Email Send From: enter in your email address
 Email Subject: subject of the email (be specific).
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 Email Body: write instructions; this is the body of the email and should
contain very specific instructions as to what needs to be done with the list
and document.
10. Click Save.
Queued Fulfillment Lists
Queued fulfillment lists will allow you to set up an email with an attachment that
you can assign to a specific user for processing.
Let's suppose that you offer a free report on your website. This report is not delivered
in a digital format, it is mailed out via USPS. You put a form on the site allowing
prospects to request this free report. Once the form is filled out, an action will put
the prospect into a follow-up sequence and an email is sent the user to remind
them of a job waiting on the Infusionsoft Homepage.
Create a queued fulfillment template
2. Select Queued Fulfillment List from the Add a Template library.
3. In Template Options, type in a name for the template (Example: Free Report
Mailer).
4. Decide whether or not to share the template with other users by selecting
Public or Private from the drop-down.
5. In Queued Fulfillment List Options, decide what fields will be included in the
CSV spreadsheet that will be sent to the user responsible. The column on the
right contains the fields that will be included in the spreadsheet and the
column on the left contains all of the available fields to include in the
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spreadsheet. Highlight the fields on the left and use the arrows to move them
over to the right (or back over to the left to remove).
6. Select the documents that need to be mailed. If you have not already
uploaded any documents in Company Files, then do so now by clicking
Upload and selecting the file from your computer.
7. In Processing Information, select the user from the drop-down.
8. Now write the email:
 Notify Subject: subject of the email (be specific).
 Notify Body: be sure to include a reminder to the user information them of
the job they have waiting for them in Infusionsoft.
9. Now click Save.
Once you have created queued fulfillment templates, you can access them from
any search result and/or insert them into follow-up sequences.
To process a Queued Fulfillment job from the Infusionsoft homepage:
1. Log into your Infusionsoft application.
2. If you have a job to process, you will see it listed on the right-hand side of the
page. The job type, status, name of the template and number of items to
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3. Click Continue, and you will see a dialog box appear giving brief instructions.
4. Notice the link to the CSV file and any other attachments. Click on CSV file,
and the file will display.
5. Click Complete, and now the job will be removed from the homepage.
Task Templates
If your business depends on face to face sales or phone calls, you will want to
incorporate tasks within your follow-up sequences.
Create a Task Template
2. Choose Task from the Add a Template drop-down.
3. Give the template a specific name and decide whether or not to share the
template with others by selecting Public or Private from the drop-down.
4. Setup the information to be included within the task.
 Open Merge Window: merge fields from the Person record into the body
of the task
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 Type: select the type of task (i.e. call, letter, email etc)
 Title: the title of the task as the user will see it
 Body: include any specific information about instructions, etc.
5. Configure the assignment and notification options:
 Assign to contact‟s owner: by selecting Yes this task will automatically be
assigned to the person assigned to the contact (helpful for sales
associates)
 Assign to (backup): if one person is responsible for the task, you would
select the user from the drop-down
 Days Till Due: if left at zero, the task will appear immediately on the User‟s
homepage. Otherwise you can specify any number of days
 Priority: there are three priorities, Critical , Non-Essential and Essential;
select one from the drop-down
 Pause Follow-Up Sequence Until Complete: you may pause the follow-up
sequence the task is associated with until this task has been completed
by the user
Notify these users: you many notify any user you wish by highlighting the name
(For multiple notifications hold our Ctrl button while selecting the names)

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6. Click Save.
Completion Scenarios
Before a user completes a task, he/she has the ability to perform further
automation. Completion scenarios will allow the user to select a scenario and then
run a series of action sets. The task example above is a follow up phone call to
ensure a prospect received the information they were looking for from a website.
The two possible outcomes are:
Prospect received the information and is willing to schedule an
appointment
Prospect did not receive the desired information and is not interested
Either scenario would then be selected, and then an action set would run. (Action
sets need to be set up ahead of time and will be covered in a later chapter).
Setup Completion Scenarios
1. Type in a name for the scenario.
2. Select an action set from the drop-down (these need to be set up ahead of
time in the Setup menu).
3. Then click Add Scenario.
After you have added your completion scenarios, your task should look something
like this:
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The User’s Perspective
When a user receives the task on the homepage, they will see:
All the user would need to do is click on the person‟s name to open the task. When
opened, the user will be able to add any applicable notes and then select the
appropriate scenario. Once the scenario is selected, then all actions associated will
run.
Appointment Templates
Use Appointment templates in Follow-up Sequences or Action Sets to create an
appointment on the Infusionsoft calendar. You may set an appointment for a
specific user, or dynamically assign to a user based upon who the customer or
prospect is. Appointment templates are great to use if you have face-to-face
interaction with your clients and prospects.
Create an Appointment Template
2. Select Appointment from the Add a Template drop-down.
3. Name the template. This is a required field.
4. Decide whether or not to share the template with other users by selecting
Private or Public from the drop-down.
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5. Configure the information to be included in the appointment:
 Open Merge Window: merge contact information into the body of the
appointment
 Type: Select the type of appointment (i.e. call, letter, email etc)
 Title: The title of the appointment as the user will see it (required)
 Body: Include any specific information about instructions, etc
(required)
6. Configure the assignment and notification options:
 Assign to contact's owner: By selecting Yes this appointment will
automatically be assigned to the person assigned to the
prospect/customer (this is helpful if you have a team of sales associates).
 Assign To (backup): If one person is responsible for the appointment, you
would select the user from the drop-down.
 Which date?: Schedule the appointment for today's date, or based
upon the prospect/customer's birthday, anniversary or any other
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7. If your desired date field has not yet been created, you may create it by
clicking the Add a custom field link.
 Schedule this appointment: Specify the number of day before or after the
date specified (if left at "0" the appointment occurs the same day upon
creation). You may be specific about the year if you wish, or instead use
the next occurrence of the date regardless of the year (recommended).
Be sure to schedule a specific TIME as well.
 How long with the appointment last: Set the duration of the
appointment.
 Notify these users: You many notify any user you wish by highlighting the
name (For multiple notifications hold your Ctrl button while selecting the
names).
8. When finished, be sure to click Save.
Note Templates
If you are frequently adding repetitive notes within contact records, then Note
Templates are a necessity. You can create a template that you can use time and
time again to record notes in a person's record. The templates also can trigger an
action once you have saved your history. Once a template is created, you can
access it within the notes section of a record.
Create a Note Template
Before you create a note template, you need to make sure that you have
permission to do so. Check your permission in your profile.
2. Select Note from the Add a Template drop-down.
3. Name the template and decide whether or not to share with other users.
4. Within the History Information section:
 Action Type: the action type describes the type of activity. Was it a call,
appointment of fax? You can set this here.
 Action Description: put in a short title of the activity, such as Follow up
call. It should be something uniform, and that can be applied to this type
of activity.
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 Creation Notes: you can add notes here, if you wish. You can also do this
later when you start using the template in a contact record.
 UserID: assign a user who will be responsible for this activity.
 Notifications: you may also notify another Infusionsoft User upon creation
of the Note.
5. Click Save.
6. Now, set up your actions by clicking the Actions tab.
Save all of your changes and when adding a note to a Person record, type in the
name of the template in the box provided:
Fax and Voice Broadcast Templates
Using fax and voice broadcast templates can be a great way of staying in front of
your prospects and customers at all times. No monthly costs are associated with
voice and fax broadcasting, only usage charges. To send a fax, you are billed $0.10
per page; voice broadcasts incur $0.15 per minute.
Enable Faxing and Create a Fax Template
First you need to enable faxing within your Infusionsoft application in order for you
to create fax templates.
2. Select Template Settings from the left navigation menu.
3. Click the Fax tab and type in your email address. This email address will receive
confirmation when a fax broadcast is sent.
4. Make sure you save your settings.
Now you are ready to create the fax template.
6. Select Fax from the Add a Template drop-down.
7. Name the template and decide whether or not to share with other users.
8. In Fax Information select the fax account is by default, InterFax.
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9. If you would like a confirmation email sent to you, select the Yes radio button.
10. Select the documents that you wish to include in the fax (you have a
maximum of three including the cover sheet) by grabbing them from the drop
down, or you may upload them by clicking Upload. To preview your
document, click Preview.
11. Click Save.
Enable Voice Broadcasting and Create a Voice Broadcast template
Like Fax templates, Voice Broadcasts provide you with an additional avenue for
staying in front of your contacts at all times. Voice Broadcasts allow you to send a
phone message to a prospect or customer advertising a particular event or
product. The messages can be tailored to accommodate an answering machine
or a live person. When recording your message you must provide an option to opt-
out in accordance with the latest FTC rule on Voice Broadcasting.
If you plan to use voice broadcasting with Infusionsoft, you must first setup your
outgoing Caller ID.
2. Select Template Settings from the left menu.
3. Click the Voice tab.
4. Enter your phone number. This is the number that will appear to your prospects
and customers when they receive your voice broadcast. Please enter a VALID
phone number.
Now you are ready to create a voice broadcast template.
6. Select Voice Broadcast from the Add a Template drop-down.
7. Name the template and decide whether or not you wish other users to have
access to this template by selecting Private or Public from the drop-down.
8. By default, you will see CallFire listed as the Voice Broadcast account.
9. Designate the time that this particular voice broadcast will be sent. The hours
are EST. ***Note: This time is different that the Follow-up sequence schedule.
When a voice broadcast is attached and used with a follow-up sequence, the
follow-up sequence schedule is checked first, then the voice broadcast servers
look to the time specified in this step.
10. You have two voice options:
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 Voice File Location: the message that plays when a person answers live
 Machine File location: the message that will play when an answering
machine or voice mail answers (It is a good idea to add a 5-10 second
pause before recording this message).
11. To record a new message, click the Add Message button.
12. Give your recording a name that is very specific, so you are able to
differentiate it from other messages you will record. For example, "Call 1" is too
vague. Instead the name should display "SBS Promotion Webinar -1st Call
Reminder", or something similar.
13. Enter a phone number and click Call Me. The voice broadcasting service will
call this number to begin recording. This number should be different than the
outgoing Caller ID entered in Template Settings.
14. When you are called, you will hear: "You have reached the Infusionsoft
Message Recording Service. Please press 1 to get started."
15. Press 1 and begin your recording. Please make sure you give your voice
recipients a way to opt-out of voice calls. Let them know they may press "8" to
opt-out.
16. When finished, the system will prompt you to either save and move on, or
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17. After your message has been recorded, you should see this message:
18. Now save the recording, and it will appear in the Recorded Message drop-
down. If you wish to use the recording for answering machines and voice mail,
select your recording in the Machine File Location drop-down. You may also
record a different message.
19. Make sure you save your template.
TemplateSettings
Within Template Settings, you will find all of the necessary settings for the different
Infusionsoft templates. You'll find the Address Block for email marketing; merge field
and template defaults, email triggers and categories.
To access your Template Settings, hover over Setup, then select Misc Settings.
Select Template Settings from the left navigation.
Here is what you may customize:
Templates
Template Categories - Type in the different categories for the various
templates. Using categories will make it easier to search for the
templates in Infusionsoft.
Country Code - If you live outside of the United States, and use
fax/voice broadcasting, you may need to use the country code field.
Enter your country code for outbound dialing if all of your contacts
reside within your country. If you have contacts that live outside of your
country, then you will want to add the appropriate country code
before each individual phone number within a person's record.
Merge Defaults
Default User - Select a default company user to merge into your
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letter, the name, job title, and company name from the default user's
record will display in the template.
Other defaults - If for any reason fields are missing from a person, credit
card or opportunity record, you may set default values for each. For
example: If a person record is missing a first name, you can use "Friend"
as a default. So in the event that you send an email with a greeting of
"Dear ~Contact.FirstName~", "Dear Friend" will be displayed.
Email
Address Block for Email Marketing - Enter in your physical postal address in this
block. You must populate this field in order to be CAN-SPAM compliant, or else you
will not be able to send any voice/fax/email broadcasts. This address will display at
the bottom of all outgoing emails.
You have a choice of whether to display the address in a multi-line format or one-
line. Example:
Multi-line
One-Line
Capture bounces on individual emails - Infusionsoft tracks email
addresses that have "bounced" (considered invalid, busy or full) when

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broadcasts or follow-up sequences are started. Select "Yes" will allow
bounces to be captured on emails sent from the Person record.
Email History Ignore Domains - Use this setting to block certain domains
from appearing in the email history within a Person record. For example,
you may want to block any emails from AOL or Yahoo. Enter the
domain in this box.
Defaults for Email templates and double opt-in/out links - you may
select default templates for different functions. Infusionsoft already has
defaults set, you can modify those or you can select your own
templates in the drop-down menus.
a. Default template for single email - when sending an email from a
Person's record
b. Default template for batch (broadcast) emails -when sending a
broadcast email
c. Default template for follow-up sequence emails - when creating a
new email template
d. Starter Template -when creating a new template, no matter what
the use
e. Default Opt-In Link -select the opt-in to use for all templates if
preferred
f. Actions on Opt-Out - set up a series of actions to run anytime a
prospect/contact opts out of all marketing.
Email Triggers
Set triggers to capture email bounces. A bounce is an email that has been
returned to a sender for a number of reasons, including:
Soft bounce - When the recipient's mailbox is temporarily unavailable due to some
unforeseen error, or if the mailbox is full. The email can be delivered in the future.
Hard bounce - When the recipient's email address is no longer valid, or has been
disconnected. These types of bounces indicate the email address should never be
emailed to in the future and cannot be delivered.
Mail Block -Your emails could be blocked from a recipient due to spam filters,
attachments, or any other general filters from the recipient's ISP.
Transient bounce - this is a common message that is generated from a sender's ISP
to let the sender know of a temporary error in delivery, and the email will
automatically be sent at a later time (usually within a short time cycle).
Challenge Response - some recipients will install software that filters out spam-
senders by setting up an authorization process. The recipient will send out a
challenge question to the sender to determine who or what sent the email. If no
response is given by the sender the email will not go through and will therefore be
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You can set any series of actions for each type of bounce by clicking on the
actions button.
FaxVoice
The fax/voice tabs will allow you to select the appropriate fax and voice
broadcasting account.
Fulfillment
Within the fulfillment tab, you can set the default "from"
email address as well as choose the fields you wish to be included in the fulfillment
lists.

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Notes

T A G S A N D S E A R C H I N G
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5
TagsandSearching
In this chapter you will segment the people in your application by using
Tags, and exporting data to Excel
By using Tags to segment people, users can more effectively market and manage
them. It is extremely valuable to identify and segment the people in your database
based on criteria such as product interest, lead source, relationship, etc.
TagCategories
Create categories for the different tags you use in Infusionsoft. Categorizing your
tags will help you to keep them organized. Some of the most commonly used Tag
Categories are:
Customers
Prospects
Vendors
Leads
Create a tag category
1. From the menu bar, choose Setup > Misc Settings.
2. Click the Person and Company Settings in the left navigation area.
T O P I C S
 Tag Categories
 Create Tags
 Save a Search
 Export Records

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3. Click the Tag Categories tab.
4. Click the Add Tag Category button.
 Category Name
 Category Description
6. Save the Tag Category.
CreateTags
Once Tag Categories are created, Tags should be created to complement your
marketing and sales models. If sales teams are segmented by geography, create
tags to match the sales territories. If marketing efforts are driven by product interest,
create tags to match product lines.
Contacts should always be tagged with at least one item when they are added to
Infusionsoft so that they can be found in the future and automatically included in
appropriate marketing campaigns and follow-up sequences.
People can and often will be marked with more than one Tag.
Tags are not based off criteria and do not contain information by
default.
Create tags
1. From the menu bar, choose Setup > Tags.
2. Click the Add a Tag button.
 Tag Name
 Category
 Description
How you segment your
contacts will depend upon
how you market to them.
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4. Click Save and Save and Search to return to the list of Tags.
5. Add the next Tag:
6. Click Save and Search to view the Tags.
Importing Tags
You may import a list of tags, if you do not wish to add them individually. Your tags
must be listed in a CSV spreadsheet, and must include the following information:
Tag Name
Tag Category
For in-depth information on importing, consult chapter seven.
Tagging People
People can be automatically „tagged‟ in multiple ways.
Use Web or Response Forms
Create Follow-Up Sequences with associated Actions

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Automate the Shopping Cart
Use Order forms
People can also manually be tagged, either individually or by batch.
Applying tags to people
1. On the menu bar, choose People > Find People.
2. If necessary, click Reset Filters to clear any remaining criteria from the search.
3. Narrow your search results by clicking on any of the available tabs.
4. Click Search.
5. View the returned data, and then select Apply/Remove tag from the Actions
drop-down.
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6. Now, set up the action. Choose Add to in the drop down.
7. Select the appropriate tag and category from the Tag list.
8. If you need to create a new tag, click the Create a new Tag link.
9. Click Save to save the action.
10. Click the Process Action button to apply the tag to the selected people.
11. To view the tagged people, return to the Find People Search.
12. Click Start Over to clear any saved criteria.
13. Click the Misc Criteria tab, and choose the appropriate tag from the Tag list.
14. Click the Search button to view the list.
SaveaSearch
Searches are dynamic and are another way to access data with common criteria
without re-entering search criteria. They can be saved and easily accessed from
the User Bar as links.
Q U I C K T I P
Note: The search saves
the last used criteria during
the Infusionsoft session.

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Saving a search
First perform the Search.
1. Go to the Find People Search screen.
2. If necessary, click the Reset Filters to clear any previous search criteria.
3. Enter your criteria and click Search.
Now save the search and create a shortcut (Favorite Link) to link to it from your
User Bar.
4. Click the Save link located above your search results.
5. Type in a name for the search and decide whether or not to include this report
on the home page. Then click Save.
6. To access the saved search, select it now from the drop-down menu.
7. If you would like to share this saved search with another user, click on the arrow
to the right of Options. Select Share/Unshare from the menu.
8. Simply highlight the desired user (your name will be highlighted by default) and
click Save. To share with multiple users, press and hold the Ctrl key while
clicking the users' names.
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Favorite Links
Favorite Links reside within the Side Bar on the left side of the screen. Use these links
to create shortcuts to your favorite websites, saved searches and saved Infusionsoft
reports.
To create a favorite link for your saved search:
1. Pull up a saved search.
2. Select Add to Favorites from the Options drop-down.
3. Now configure the link:
a. Link Category -Type in a name for the category or select one from the
drop-down (this is the category that will appear on the left navigation bar.
b. Website URL -this is the location of the search in Infusionsoft (would
include a full URL if you were saving an external website). This is filled out by
default.
c. Name -the name of the favorite link in Infusionsoft. By default you will see
your saved list name entered here. You may change the name.
d. Open in -you may open the search in a new browser (for external
websites it is recommended to choose "New Window". otherwise select "This
Window").
e. Create this link for -select other users who will have access to this favorite
link.
Q U I C K T I P
Use the asterisk behind
the Category name to
have the category expand
by default.

98
Click Save.
To see the Favorite Link:
Hover over to the left side of the screen, and view the side navigation bar. Your link
will appear.
To change the order of favorite links in a certain category:
1. Select the Manage link to the right of My Favorites.
2. Using the up and down arrows, move the link up or down.

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ExportRecords
Once a tag has been applied or a search has been created a number of actions
can be performed en masse on the list of records.
Export
Create Opportunities
Send Batch E-Mail
Double Opt-In Request
Apply Action Set
Update Mass People/Opportunities
Start/stop follow-up sequence
Apply/Remove Tag
Assign to Company
Delete Contacts
Update Opt-in/Opt-Out Status
Reassign Contacts to other users
Send Fax Broadcast
Send Voice Broadcast
Merge Duplicates
Print Letters
Print Labels
Create Tasks
Create an Affiliate Referral
Send Fulfillment List
Exporting a list
1. Pull up a saved search or perform a new search.
2. While viewing the list of search results, click the Actions drop down.
3. Choose Export.
4. Select only the fields you wish to export. Be sure the following fields remain
selected at a minimum:
 ID
 First Name
 Last Name
5. Below the fields, Choose format
 CSV (Open in Excel).
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 ZIP (CSV format in zip archive
6. Choose Delivery Method. You can choose to have the results emailed to you
with a CSV attachment, or the spreadsheet will open up directly.
7. Click Process.
8. Click OK to the message.
9. Choose Open to open Excel when prompted.
10. View the people in the exported list and save to your computer.
11. Close Excel when finished.

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Notes

C U S T O M I Z I N G I N F U S I O N S O F T
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6
CustomizingInfusionsoft
In this chapter you will customize your Infusionsoft application. You can
add custom fields, change field labels, manage dropdown lists, manage
merge field defaults and upload your logo to the application.
CustomFields
Infusionsoft provides the ability to add 100 custom fields to different records
Person
Company
Opportunity
Task/Appointment/Note
Affiliate
Orders containing subscriptions and one-time products
Custom fields are also available for use in templates and web forms. When
creating your custom fields, keep in mind that they reside within tabs and headers
nested within each of your different records.
Listed below are the types of fields that can be created:
Text – Character field of unlimited length. Displays on one line.
Text Area – Character field of unlimited length. Displays in multiple lines
with a scroll bar if the data exceeds the control.
Dropdown – Character field with an associated list of values of which
one can be selected.
Drilldown – Field with a sublisting of options for drop-down values.
List Box – Character field with an associated list of values of which
multiples can be selected. The number of rows to display without a
scroll bar can also be specified.
Yes/No – Field which holds a value of Yes/No – displayed as a duo of
radio buttons.
Radio – Field which allows a single selection from a pre-populated list.
Displayed as radio buttons.
T O P I C S
Custom Fields
System Labels
Company Files
Logos
Dropdown Options
Misc. Person Settings
Merge Field Defaults
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User – Field which allows the selection of specific Infusionsoft users or
user groups.
Date – Field which allows you to pick a date from a calendar popup (or
enter directly).
Date/Time - Field which allows you to pick a date from a calendar
popup (or enter directly) and also gives you a dropdown list to specify
an associated time in 15 minute increments.
Day of Week – Drop-down field with a drop-down list of the days of the
week.
Month – Dropdown field with a
dropdown list of the months of
the calendar.
Year – Field which allows you to
store a number representing a
given year.
Currency – Field which accepts
a 2 decimal number and formats
with the currency symbol. If
more than 2 decimal places are
entered, the following digits will
be truncated.
Decimal Number – Field which
accepts a 2 decimal number. If
more than 2 decimal places are
entered, the following digits will
be truncated.
Percent - Field which accepts a
number and applies the percent
sign to it. No division by 100
performed.
Whole Number – Field which
accepts a number without
decimals with an upper limit of 2,147,483,647.
Name – Text field used for a person‟s name.
Phone Number – Character field that will apply the following formatting
mask to the first 10 characters: (xxx) xxx-xxxx.
E-mail – E-mail field which will provide the ability to send Infusionsoft e-
mails when clicking the associated envelope icon. Also displays the
opt-in status of the given e-mail address.
Social Security Number - Number field that will apply the following
formatting mask: xxx-xx-xxxx. The Social Security Number field does NOT
encrypt all digits, as the default Social Security field in Infusionsoft does.
Website – Link field that accepts a URL and provides the ability to
launch the website link when clicking the associated arrow icon.
State – Dropdown field with a dropdown list of the states in the USA.
Q U I C K T I P
 If you enter a date
into a date field and
need to erase it, type in
"00-00-0000" and then
save your record
D A T E P I C K E R S H O R T C U T S
t: Set date to today
=: Add one day
+: Subtract one day
w: Add one week
k: Subtract one week
y: Add one year
e: Subtract one year
m: Add one month
h: Subtract one month
q: Clear the date
f: Go to the first date of the month
l: Go to the last date of the month
z: Go to Mon of the week selected
x: Go to Tues of the week selected
c: Go to Wednesday of the week
selected
v: Go to Thurs of the week selected
b: Go to Fri of the week selected

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Note: When adding custom field, it is recommended that you map out which fields
you will be adding in addition to which tabs and which header sections they will
reside on.
Note: If you delete a field, the field reference remains in the database. If you
create another field in the same name, a sequential number will be appended to
the field name.
Creating Custom Fields
1. Hover over Setup on the main menu and select Misc Settings.
2. Select Application Settings, and to the right notice the Custom Fields header.
3. In the drop-down, select which record type you wish to create custom fields
for.
4. Click Go.
5. It is recommended that you create your tabs first. Select Tab from the drop-
down and click Add.
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6. Type in a name for your Tab and click Save this Tab. You will now see your new
tab listed. Add any other tabs before moving on to the next step.
7. Now start adding headers. Select Header from the drop-down and click Add.
8. Type in a name for the header and select the tab it will belong to. Click Save
this Header. Repeat, adding more headers before moving on to the next step.
9. Now you are ready to add your fields. Select Field from the drop-down and
click Add.
10. Type in your field name, select a type (text field, radio, drop-down field etc)
and then assign it to a tab and header. Click Save this Field. Keep repeating
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106
If you would like to change the order of the tabs, headers and/or fields, click on the
up and down arrows located to the left of each tab/header/field.
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You may view the SQL database names for each custom field by clicking on View
the field database names (for the API). A list of all your field names will appear in a
pop-up window. You are able to see the field name, the type of field, and the SQL
name for each field. This information is extremely helpful for programmers who are
working with the Infusionsoft API.
SystemLabels
System labels can be changed to better represent the terminology the business
uses. Labels can be changed for both modules/entities and fields.
As an example, Infusionsoft uses the term “Opportunity” to represent a sales
opportunity. In the past, the term “Lead” was used to represent the same entity.
The system label functionality was used to accommodate the renaming of the
Opportunity module and associated field labels.
Module and field labels are grouped together by module.
Changing System Labels
Change “Company” to “Business”.
1. Click the Setup tab in the menu bar and select Misc Settings.
2. Ensure Application Settings is selected in the left navigation links.
3. Click on the Miscellaneous tab and notice the System Labels section.
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4. In the System Labels section, click the Company hyperlink.
5. Ensure all data is already saved and click OK when prompted to continue.
6. In the Record Labels section, for the Company entry, click the No value
hyperlink.
7. When the text box appears, type “Business” and click the Save hyperlink.
8. Refresh your screen or navigate to another page to see the change.
Q U I C K T I P
As a strategy to
ensure consistency of
phone field data for
integrations or other
use, an option is to use
System Labels to
rename the person
phone fields (Phone1,
Phone2, Phone3, etc.)
according to their use
(Work Phone, Home
Phone, Mobile, etc.).

109
Note: If your changes are not immediately visible in the application, log out and
log back into the application and they will be updated.
CompanyFilesandDocuments
Files and documents pertaining to your business can be stored within Infusionsoft for
use in emails, faxes, and for many other purposes. Infusionsoft allows you store and
manage these frequently used files and documents to access when you need
them. Files and Documents can be stored as Personal Files (only accessible by one
user) or as Company Files (accessible by all users) and are limited to a maximum
size of 100kb.
Personal Files
You can upload and use files in Infusionsoft that cannot be accessed by other
users. Personal files can be stored and accessed for later use as attachments or for
easy online document access.
Upload a Personal File
1. Open up the Side Bar in your application.
2. Select Files in the Tools section.
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3. Make sure the tab My Files is selected.
4. Click Browse to find your file on your computer.
5. Once you have selected the file, click open.
6. Click Attach and you will then see your file on the list.
7. To re-open a previously uploaded file, simply click on the name of the file. Your
files will be displayed in alphabetical order.
Company Files
To access company files you must have permission. Contact the administrator of
your Infusionsoft application to get this access.
Logos
Logos can be uploaded to create a branded experience for application users and
customers. In some areas, external link references can be used to specifying a
custom logo. Supported logo format are: .jpg, .png or .gif.
Infusionsoft stores multiple logo files for display in different areas of the application:
Master logo – shown on opt-in/out screens, invoices and digital product
delivery screens.
Login Screen – shown on all login screens.

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Upload a logo
2. Ensure Application Settings is selected in the left navigation links.
3. In the Logos section, click the Login Screen hyperlink.
4. In the Upload Logo dialog, click the Browse button,
find your logo on your computer.
5. Click Upload, and your logo will be transferred.
6. Notice the preview and then click Done.
7. Log out of Infusionsoft to see the new logo. Log
back in.
If you would like to include your logo on all opt-in/out pages, invoices and digital
product delivery screens, perform the same steps above with the Master Logo.
DropdownOptions
While dropdown options come preset with your application, they can be
customized to support the business. Dropdown lists are specific to the module of
the application in which they are being used. They are also managed in the
settings page for the given module. The following functional areas currently have
dropdown lists that can be managed: Marketing, Sales, Orders, Templates,
Task/Appts and People & Companies.
Setting Dropdown Options
2. Click the Person & Company Settings hyperlink.
3. In the People Types box, enter your types on a new line.
Build it!
Q U I C K T I P
Note that above the
image browse button, the
section header specifies
logo size restrictions.
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4. Click the Save button at the bottom of the form.
Person&CompanySettings
The Person & Company Settings page also provides other configuration options to
help tailor the application to your business.
Company Minimum Account Number Length - In order to enforce that
complete account numbers are used in person records, it is possible to
set a minimum account number length.
Address Label adjustment – Infusionsoft uses the terms Address 1,
Address 2 and Address 3 to represent the different addresses that can
be tracked. The labels for these fields can be changed (for example,
billing, shipping, vacation) in order to make the application more
intuitive for users.
Disable Contact Edit in Client Login – Person can be restricted from
editing their details when on a client login page.
Default Offline Response Form – While users can select any response
form required, this setting specifies which form will be used as the
default response form in the application.
Quick-Add Fields – The person fields that are used in the quick add
functionality can be specified here. Control + click the specific values
to highlight them in order to include in the quick add functionality.
MergeFieldDefaults
A merge default is a back up in the event that the field you are trying to merge into
an email or a letter does not contain any data. If that happens, the system will
inject the default value you set for that specific merge field into the e-
mail/document.
Merge field defaults are specific to the type of merge being performed. Merge
field defaults are sorted into user, person, credit card, and opportunity categories.
Templates do have the ability to store template specific merge field defaults.
Q U I C K T I P
While there is no way
to enforce required fields
inside the application,
setting a default offline
response form that includes
required fields would be a
way to drive more
complete data entry.

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Setting Defaults
Change the value “Friend” to „friend” for use in the event that template
merges will encounter blank “First Name” values.
1. Click the Setup tab in the menu bar.
2. Click Misc Settings.
3. Click the Template Settings hyperlink.
4. In the Merge Defaults section, click the Person hyperlink.
5. In the Set Merge Defaults dialog, overwrite the Friend value with friend for the
First name merge field.
6. Click the Save button at the bottom of the form.
7. Close the window.
OtherMiscellaneousSettings
The application settings contain many items that will assist you in customizing your
Infusionsoft application. Within the application settings there are various tabs for
General Settings, Miscellaneous Settings, Main Navigation menus, and the
Infusionsoft Footer.
API and Security
The Infusionsoft API allows Infusionsoft to communicate with other software systems
and databases (For more detailed information about the Infusionsoft API, please
visit the Fusebox).
Form Security- in the Spam Filters box you can type in the words that will
be checked on every form submission. If a form is submitted with one of
the words that is entered in the Spam Filters box, the form will not be
submitted. If you have multiple words that you would like to check for
separate them by commas in the box.
API manages the API access and the action sets. The API Passphrase is
where you will enter in your own unique passphrase that will generate
your API Encrypted Key. To generate your Encrypted Key enter in a
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passphrase and click the save button. After refreshing, the Encrypted
key will appear. You will use the encrypted key on all of your API calls to
make sure access to your database is secure.
The Allowed API List will allow you to put in Various IPs from which your
API calls will come from. To allow calls from all IP‟s you would leave this
box empty.
The Incoming Action Set (Add) allows you to apply actions to every
record that you create/add through the API.
The Incoming Action Set (Update) allows you to apply actions to every
record that you update through the API.
Main Nav
The Main Nav Tab is where you will control what individual reports or searches you
see in each major drop down on the user home page. In the image below, you will
see that there are 2 customized searches- one for “Contacts” and the other for
“AZ”. To add your own customized searches to each drop down you will go to the
Main Nav Tab and you will see each of your “Available Searches” to add.
To add a saved search, select your search in the list of “Available Searches” and
move it to the “Selected Searches” box with the arrows in the middle. Once your
saved searches are included in the “Selected Searches” box you can order how
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Infusion Footer
Infusion Footer Setting is where you can control whether or not the Infusionsoft
images will link back to Infusionsoft, and whether or not you would like to receive
any credit as an affiliate for any affiliate activity generated by that link. To receive
credit for any affiliate activity, simply enter in your Infusionsoft Affiliate code into the
box provided. For more information on becoming an Infusionsoft Affiliate, visit
http://www.infusionsoft.com/affiliate-program.
Infusion Footer options allows you to control how the Infusionsoft image will appear
in each of the following areas:
HTML Emails
Text Emails
Double Opt
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Opt Out Confirmation Page
Order Forms
Web Forms The Storefront
The Shopping Cart
Digital Delivery Confirmation Pages
Affiliate Login Pages
Client Login Pages

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Notes

D A T A M A N A G E M E N T
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7
DataManagement
In this chapter you will perform the standard contact import, an advanced
import of related records and look at other import wizard functionality.
Infusionsoft allows you to import people, tags, products and subscriptions, and
companies from a CSV (comma separated value) format. If data can be
translated into this format, it can be imported through the system‟s import wizard.
Most CRM systems and contact managers such as Outlook, Outlook Express, ACT!,
etc. provide a mechanism for exporting data into CSV format.
Below are the other types of data that can be imported for an additional charge:
Notes (located on the second half of the person‟s record)
Task/Appointment
Opportunity
Order
Recurring Order
Affiliate
Affiliate Programs
Affiliate Payments
Other import wizard capabilities include:
Data mappings can be saved for later use.
Imports can leverage custom fields.
The import wizard can also be used to update existing records en
masse.
When imports are run, follow up sequences and actions can be
triggered against the imported records.
T O P I C S
Import Preparation
Standard Import
 Third-party Import Tools
 Update Records
 Checking for Duplicates

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ImportPreparation
There are some prerequisite activities that need to occur before an import can be
completed. The system needs to be configured to support the data that will be
imported into it. System design may also require that some data manipulation be
performed prior to import.
System Configuration
In order to ensure that all source data is captured correctly, there are a variety of
modifications to consider.
Any custom fields needed to house import data should be created first,
although you can create the fields as you import.
Custom drop-down values need to be added. Infusionsoft provides a
mechanism to map old values to new drop-down values, but there
needs to be an applicable value to map to.
Follow up sequences/actions need to be created prior to import if they
are to be applied to people upon import.
Custom tags need to be created prior to import if they will be
leveraged in follow up sequences. As there are no dynamic groupings,
the recommendation is that people always have tags added to and
removed from them in order to segment them for future use.
If you are importing dates into custom date fields, then ensure they are
in either 00/00/00 or 00-00-00 format on your spreadsheet. Otherwise,
they will not map correctly. Common Customized Drop-downs
In order to map source table values to drop-down lists or list boxes, they should exist
prior to beginning your mapping.
Default drop-down entries for some commonly edited dropdowns include:
Person Types: Prospect, Responder, Client, Competitor, Personal,
Vendor
Address Types: Billing, Shipping
Task/Appt Type Options: Call, E-mail, Appointment, Fax, Letter, Other
Custom drop-down, radio, list box or drill-down fields
Data Preparation
There are also some schema mechanics to take into consideration before
performing an import. Data may require some massaging in order to format it for
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Addresses are stored in 2 lines (Address1 and Address2). If you have
more than 2 lines per address in your source data, subsequent lines
must be concatenated into the Address1 and Address2 columns. You
can do this in your source data or through the multi-mapping feature.
Zip codes are stored in 2 separate fields (PostalCode and Zip Four). If
you have the +4 digits, they will need to be broken out into a separate
column.
Phone/Fax fields have an associated Type field. Type fields need to be
hard coded to match the associated phone/fax fields.
Phone numbers in Infusionsoft are stored in 2 fields (Phone and Ext). If
you have phone extensions in your source data, they will need to be
broken out into a separate column.
Column names in the source data need to be unique. If there are
duplicate column names, the import will fail.
Ensure there are no empty rows or empty columns. Empty rows or
empty columns will cause the import to fail.
StandardImport
In many situations, contact data is all that is needed or wanted in Infusionsoft.
The import wizard breaks out contact fields into multiple sections:
Contact – Keys – Record Ids for use in maintaining data relationships.
Contact – General Information – Common information tracked
regarding contacts, such as Name, Company, etc.
Contact – Phone/Fax/E-mail/Web – Infusionsoft supports the entry of 3
e-mail addresses, 5 phone numbers, 3 fax numbers, and web address.
Contact – Address – Infusionsoft supports the entry of 3 physical
addresses.
Contact – Your Custom Tab – A separate section will be created for
each custom tab that you have created.
This data is all stored within the person‟s record.
When importing, the import wizard will identify all the column headers in the source
CSV and present them.
Field Mapping Considerations
Infusionsoft provides features to handle special data scenarios such as combining
source columns into one target column, hard coding values, and translation of
dropdown data.
Default Value - The import wizard enables the ability to hard code a
specific value to a given field through the Default Value feature. You
can specify a value that will be assigned to every record for that
column.
Q U I C K T I P
The Excel Text to Columns
feature is very useful for
breaking up field values into
multiple columns. Ensure you
have enough blank columns
to the right of your source
column and proceed
through the Text to Columns
wizard.
The Excel concatenate
feature is very useful for
consolidating multiple
columns into one.

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Multi-Map using the Advanced Options - Multiple fields can also be
mapped into the same Infusionsoft column. The system will
concatenate the different fields in the order they were mapped. The
Multi Map feature can also map a source fields to more than one
Infusionsoft column.
Column Considerations – If there are duplicate column names in the
source CSV, the import will fail. If there are empty columns within the
source data, the import will fail. Strange characters in the file name
may cause issues (spaces and commas will not cause problems).
Spaces and commas in the column headers also will not cause
problems.
Dropdown Value Mapping
Source data can be translated to match Infusionsoft dropdowns and list box
controls. The import wizard allows a variety of options. As stated, it is
recommended that source data be analyzed beforehand and dropdowns and list
boxes adjusted as needed.
Intelligent Mapping – The import wizard will attempt to match your
source value with a corresponding Infusionsoft value when mapping to
a dropdown or list box control. The import wizard suggested value may
be changed during the mapping process.
Unmapped Values – If you do not map an Infusionsoft value to your
source value, the source value will be brought into the system as is. In
addition to the value, a notation of “(invalid)” will appear in the field
after the value. If the specific dropdown value is added to the
dropdown list after the fact, the “(invalid)” notation will disappear.
One Target Value– When mapping to a dropdown (which supports one
value) or a list box (which does support multiple values), the import
wizard will allow mapping to only one value.
Multiple Value Mapping – If you do intend to map a source data
column that has multiple values, ensure you are mapping to a list box
field as dropdowns do not support multiple values. Also ensure the
data is formatted as values separated by commas with no spaces.
Map the source field to the target field but ensure that you do not map
this field‟s values as the import wizard will only support value mapping to
a single value. Values will be parsed during the import and if they
match the system values exactly, then the correct values will be shown
selected in the list box. If there are any values that are in the source
data that do not exist in the system, these will appear as a separate
value in the list box with an indicator of “(invalid)” after the value. If the
list box values are edited after the fact and the additional values are
added to the list, the “(invalid)” indicators will disappear.
Child Tables
If you intend to import child records of people, you must have data relationships
that you can leverage to relate the different entities. Typically you will have an ID
value on the person‟s record that will also exist on other child records.
Q U I C K T I P
Empty rows in source
data will also cause the
import to fail.

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Each record has its own primary key, or record identifier which the system uses to
keep it unique. In the Contact table, it is the Contact Id. When related child
records exist, this same field (Contact Id) also exists in the child tables but as a
foreign key. It is not the primary key in the child record, ensuring record uniqueness
and identification, but a foreign key which specifies the relationship of the record to
its related contact.
In order to import child records, you must map the contact ID field to what
Infusionsoft calls “Your System‟s Contact Id” in first the contact table and then in
any subsequent child table imports.
Importing People
Import the people data you have from a previous contact management
system.
1. Hover over Setup and select Import Stuff (People, Tags, etc..).
2. Choose what you wish to import. You may import People, Tags, Businesses,
Products and Subscriptions. For our example, we will choose People. Click Go.
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3. Now find the file that contains your contacts on your computer by clicking
Browse.
4. Once you have found the file, click Next.
5. Now you are ready to begin mapping your fields. The column on the left
represents each column in your CSV spreadsheet. Pick the matching
Infusionsoft field by finding it in the drop-down.
Advanced Options
In the Advanced Options, you can combine data from multiple cells in your CSV
spreadsheet to one field in Infusionsoft. For example, if you have a list of phone
numbers, and the area code is contained in its own column in Excel, you can
combine the area code and phone number into one field in Infusionsoft. In order
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Notice in the image above, that the phone number is separated into two columns;
area code in one and phone number in another. In Infusionsoft, area code and
phone reside in one field. We will have to tell Infusionsoft to combine the two
columns.
Another scenario is in the case of multiple address lines. Some addresses are
separated into three address lines, and some spreadsheets take the house number
and separate it from the street name, as shown in the example below:
Combine fields during Importing and set defaults
Combine area code and phone number from two columns on a spreadsheet to
one field in Infusionsoft. In addition, set default values for First and Last Name.
1. Begin the import process as shown in the previous section.
2. Start mapping all fields, including the fields you need to combine. Once you
have finished mapping, click Additional field matching options. .
3. Select the first field you wish to combine in the Your Field drop-down. In this
example, we will select the field Phone1AreaCode. Then select the Infusionsoft
Field in the drop-down. For this example we will choose Phone 1.
N O T E
Concatenated fields must all
be added specifically in the
Multi-Map section. If the first
field is specified in the
normal mapping window
and another field is added
in the Multi-Map section, the
second field added will not
be included.
You may check the exact
mapping by clicking the
Map Fields hyperlink in the
Wizard Summary, clicking
the Advanced tab and
checking the Mappings
section.
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4. Now both area code and phone number are mapped correctly as shown
below:
5. Now repeat steps 3-5 above to map the second column. Choose the same
Infusionsoft field as you did before. In this example we are going to map
Phone1 to the Phone 1 field in Infusionsoft.
To setup a default for any record missing a First Name:
1. Stay in the Advanced Options section, and select the Infusionsoft field you wish
to set up a default value for. For this example, let‟s choose “First Name”.
2. Now type in your default value, Friend.
3. Click Save and do the same thing for Last Name.
Defaults for First and Last name have now been set. Finish the import process by
clicking Next.
Once you have mapped your fields, the next step is to map the values. If you are
mapping information into fields such as drop-downs, radio buttons, etc, you will be
able to map each value for the field into the appropriate options. Each of these
field types contains their own values and you will need to match those up as well.
For example: You have created a drop-down field in Infusionsoft called Teams.
There are multiple teams to choose from, and different records in your spreadsheet
have different specified teams. At this step in importing, you can match up the
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Infusionsoft.
Email Marketing
Within this step, you need to confirm that you have permission to email these
people once they have been imported into Infusionsoft. You will need to check
and verify the following:
You did not buy, rent, borrow, steal, or harvest ANY of these email
addresses.
Each person in this file has agreed to receive Email Marketing from you.
ALL of the email addresses in this file comply with AUP and the EULA.
You have sent Email Marketing to the people in this file recently.
You understand that email abuse may result in the termination of your
account without refund.
Provide an explanation of where these contacts came from: i.e. "from a form on
my website", "gave me business card", etc. This is a very important step in the
process and should NOT be skipped. You are giving your word and agreeing to the

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Infusionsoft Acceptable Use Policy that all of the recipients in this list have
consented to receive email communication from you. If these boxes are not
checked, then the email status for each will be set to Non-Marketable. Click Next.
Review
The final step in the process is to review the information about the people you are
about to import. Simply click Previous or Next to skim through each record, to see
what information you are capturing and to ensure that your fields are mapped
properly.
Create a Company record by simply checking a box. Everyone that has a value in
the Company field will be associated with the new Company record. If there are
multiple people belonging to the same company, the first person on the list will be
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Select any actions if needed. Actions allow you to automate certain things in
Infusionsoft which you would normally have to do manually. For example, you
could set up an action to add each of these imported contacts to a specific
follow-up sequence or apply a tag. Simply click the link Run some Actions (tabs,
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When you click Done, the importing will begin. You will see a status bar with a
progress report.
Once importing is complete, you have three options:
View the people you imported
Save your settings (save your mappings for future use)
If you process similar imports on a regular basis you may want to save your settings.
This allows you to select a certain mapping based on the type of import you are
performing and will save you time in the future. You may delete these settings if you
wish, at any time.
Once your import is complete, an automatic saved search will appear in the
People Search.
Search Previous Imports
Persons imported through the wizard can also be searched for through the wizard
and various actions can be performed against them. Under this feature, previous
imports can be quickly exported to CSV format.
If a user has the permission to rollback imports, the user will also see a hyperlink that
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Imports can also be drilled into which will perform a person search resulting in the list
of people imported in the specified import.
The actions available to apply to a list of imported people are:
Start/stop Follow-Up Sequence
Apply/Remove Tag
Apply Actions
Create Opportunities
Delete Contacts in Filter
Export
Print Labels
Reassign Contacts (Datasheet)
Reassign Contacts (Multi-user)
Send a Broadcast (Email, Fax, etc.)
Search previous Imports
1. Select Setup, then Import Stuff (People, Tags, etc).
2. Select view your previous imports.
3. Your imports will be listed in the order they happened. Oldest imports are first on
the list. If you would like to narrow your search results, you may click Edit
Criteria/Columns..
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Simply click the ImportDate column to bring the most recent import up to the
top of your search results.
4. Click View next to the appropriate import. If you have Admin rights, you may
also be able to "Rollback" an import, which will delete the history and all data
included in the import.
5. Notice that you will see the columns, Scheduled, Added and Updated.
Scheduled refers to the number of records included in your
spreadsheet
Added refers to the number that actually imported successfully. If this
number does not match the number in the Scheduled column, then
there were records missing first name, or last name.
Updated refers to the number of existing records that were updated by
using the Import tool.
6. Using the Actions drop-down, perform the desired Actions on the people.
Third-partyImportTools
Infusionsoft allows extreme flexibility upon import by implementing a series of
vendor-specific tools. If you are migrating data from the following vendors,
importing your data will take less than five minutes.
Constant Contact
1Shopping Cart
Awebber
Simply export your contact data from any one of these applications, and import
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Import a list of contacts from Constant Contact
1. Export your contacts from Constant Contact first.
2. Hover over Setup and select Import Stuff (People, Tags, etc..).
3. Select Constant Contact.
4. Upload the Constant Contact file you imported by clicking Browse, then click
Next.
5. Confirm you have permission to send emails to the list of contacts you are
importing. If you skip over this step, you will not be able to send broadcasts or
enter anyone from this list into follow-up sequences. Click Next.
6. Your list will automatically be imported.
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7. An automatic saved search is created, and all custom fields will be brought
over and added to the Person Record.
UpdateRecords
By using a combination of searching and the import wizard, contact data can be
updated en masse. It is possible to export selected columns for a selection of
people, edit them in a tool such as Excel, and then re-import them and update the
specified people.
In order to do this, the Id field must be selected when exporting the contact records
to CSV. Then upon re-import, enable the setting to update existing records.
Updating people using the import tool
Update a group of people in your Infusionsoft application.
1. Find the list of people you want to update (People>>Find People).
2. Export the list.
3. When you export the list, make sure that you are selecting the field "ID". This is
needed to update records.
4. Check any other fields that are necessary.
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5. Take a look at your exported file.
6. Include any new columns containing the updated information. For example, if
you are updating the State or Zip code, create columns for these.
7. Now you can update these contacts. Save this file to your computer. Select
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8. Select the option: Modify existing records.
9. From the drop-down, choose what type of update you may perform. Most
likely, you will want to choose People. Click Go.
10. Upload your CSV file that was just modified. Click Browse and find the file on
your computer. Once you have found your file, click Next.
11. Now you are ready to map. For ID listed in the Uploaded fields column, select
InfusionCRM's Contact Id. This has to be selected in order for the update to
work.
12. Map the additional data accordingly. In our example we are matching the
State and Zip to the appropriate fields in Infusionsoft. Click Next.
Process the import as you would normally (Email Marketing step will be skipped
and the existing email status will not change).
13. Click Done to begin the update.
14. Once the update has finished, click the link Check out the people you just
imported link. You will see the entire list of people that were just updated.
15. If you would like to see how many records were actually updated, go to Setup,
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16. Notice the results. The Update column contains the number of contacts that
were successfully updated. The number in this column should match the
number in the Scheduled column. If there is a discrepancy, then one of the
records in the spreadsheet was most likely missing an ID number.
Click View to look at the list of people that were updated.
Performing a Mass Update with an action
Update multiple Person and Opportunity records with one action by using the Mass
Update tool with any search results. Here's how you do it:
1. Find the list that you imported, and view the contacts (this can be found in
ANY search results, not just recently imported contacts).
2. Within the actions drop-down, select Mass Update People.
3. Now determine what fields to update for all 100 contacts. For our example, we
will check the box next to "State" and type in AZ.
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4. Click Process Action, and you will be taken to the Scheduled Actions menu. All
contacts are now updated with the correct mailing state.
Perform the same steps when updating fields from Opportunity records. For
Opportunity records, select Mass Update Opportunities from the actions drop-down
menu.
Note: When searching Affiliates, you are unable to update Affiliate records, but you
may update the corresponding People records.
CheckingforDuplicates
In order to effectively manage the different people in your Infusionsoft application,
it may be necessary from time to time to search for and merge duplicate records in
Infusionsoft. Duplicate records are sometimes created during imports or
accidentally added by sales associates as new leads. In order to keep data clean,
Infusionsoft has the following steps to help you eliminate duplicate records:
Dup Checker
The Duplicate checker is a wizard that searches for and marks potential duplicates.
STRICT VS. LOOSE CHECKING
Generally speaking, strict checking will return data with higher
accuracy but might potentially miss some duplicate records. Loose
checking will return more potential duplicates and possibly cause a loss
of data.
GOOD FIELDS FOR DUP CHECKING
The best fields for dup checking are the most unique. E-mail address is
a good example because most people have a unique address. First +
Last names however may not be a good example depending upon
the number of contacts in your database. Names in combination with
other data, like address or phone number, usually returns a good result,
since the likelihood of having two people with the same name and the
same phone number is unlikely.
View Duplicates
After running the Dup Checker, view all records found by Infusionsoft and marked
as potential duplicates. View original data from both records, and make changes
if necessary. Individual merges can be manually performed at this stage.
Q U I C K T I P
To help keep data clean,
Infusionsoft automatically
checks for duplicates when
contacts are manually
entered.
Q U I C K T I P
 For better performance,
use the duplicate checker
during non-business hours!

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Auto Merger
The Auto Merger will perform the merge on all records found during the Dup Check
and displayed in the View Duplicates list. Original data will be merged into a single
Person record and the Auto Merger cannot be reversed!
Checking for Duplicates
Perform a dup check against your data.
1. Hover over Setup and select Clean Up Your Data.
2. Click the Check for Duplicate Person Records hyperlink.
3. Decide whether or not to check each record in the database (Check all
records), check only records that have NOT been marked as a duplicate
previously, or check only new records that have recently been manually
added or imported.
4. Review the check logic intro. Select the criteria you would like to use to search
for duplicates (uncheck any criteria you would not like to use).
5. Click Next Step.
6. Click OK to begin the de-duping process.
7. Notice the progress within the Scheduled Actions page.
8. Return to Setup , then select Clean Up Your Data to review your duplicates.
9. Select View Duplicate Person Records to see all duplicates found.
10. You will notice a list of both the original record and the duplicate. Click Manual
Merge on one of the records.
11. Click the arrows next to move information into the merged record.
Build it!
NOTE: Running a merge
creates permanent
records and cannot be
undone.

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12. Click Merge & View Person, and click OK to confirm the action.
If you prefer NOT to go through each duplicate record one-by-one, then you can
run the Auto Merger and have Infusionsoft merge the duplicates for you.
13. Return to Setup > Clean Up Your Data to run the merge.
14. Click Merge Duplicate Person Records, and click OK to perform the merge.
15. View the Scheduled Actions page. All duplicates have been merged into
new records.

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Notes

C A P T U R E A N D C O N V E R T L E A D S
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8
CaptureandConvertLeads
In this chapter you will configure follow up sequences, web forms, Action
Sets, trackable links and other miscellaneous settings to facilitate
marketing functionality.
MarketingSettings
Follow-up sequence response types and the follow-up sequence schedule are
configured in the Marketing Settings area.
Follow-Up Sequence Response Types
When a person responds to a follow up sequence either by phone or in-person, a
response record can be recorded against it. The follow-up sequence response
type dropdown enables you to log the type of communication that was used
when responding. Additional response types may be added to the list.
Customizing the Follow- Up Sequence Response Types
1. Hover over Setup tab on the menu bar and select Misc Settings.
2. Click the Marketing Settings hyperlink.
3. In the Follow-Up Sequence Response Types list, add another response type,
such as “Walk In” and then click Save at the bottom of the page.
T O P I C S
 Marketing Settings
 Lead Sources
 Follow Up Sequences
 Web forms
 Response Forms
 Trackable Links
 Other Links
 Action Sets
 Marketing Reports

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Follow-Up Sequence Schedule
Follow-Up Sequence steps are executed according to an adjustable schedule.
Follow-Up Sequence steps can be set to run on the specified hour based on the
type of function that is being performed. Step categories are:
Actions
Note
E-mail
Fax
Fulfillment List
Letter
Queued Fulfillment List
Task
Voice Broadcast
Some steps are not time sensitive and are run as frequently as possible. Other steps
are best run at certain times in order to best reach the intended audience such as
voice broadcasts or e-mails. Another reason to run steps at scheduled intervals
would be to accumulate a number of actions so they can be processed in
batches. Fulfillment lists and letters would be good examples of this.
Configuring the Follow up Sequence Schedule
Adjust the follow-up sequence schedule in your Infusionsoft application to
better suit the needs of your business.
1. Click the Follow-Up Sequence Schedule tab.
2. For our purposes, in the Actions section, click all checkboxes.
3. In the E-mail section, also click all checkboxes.
Build it!
N O T E
Times set here are in Eastern
Standard Time.

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LeadSources
Infusionsoft allows you to track lead sources and expenses associated to them.
Lead sources can be assigned manually, through imports or through follow up
sequences/actions.
Lead source expenses can be tracked as one-time costs, a per-lead cost or a
combination of the two. Lead sources support unlimited expense entries.
Adding a Lead source
1. Hover over Setup on the menu bar and select Lead Sources.
2. Click the Add a Lead Source button.
3. Name the lead source.
4. Give the lead source a description (optional).
5. Select or create a Vendor, Medium and/or Message/Content. For example, if
you advertise with a news publication, you would enter the name of the
publication in the Vendor field. Then enter the medium, "magazines and
newspapers". Next you can record the message your advertising is conveying
to prospects. This information is helpful for tracking your return on investment.
You will be able to see which vendors are generating more revenue over
others.
6. If applicable, select a Start Date and an End Date for the lead source.
7. Use the drop-down to select the status of the lead source (Note: Lead sources
marked as inactive will not be available for selection as a lead source option).
8. Record the Cost Per Lead (Cost Per Lead refers to the amount it costs you
each time you receive a new lead).
9. Click Save.
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10. You can also add Miscellaneous One-Time Expenses for lead sources.
Miscellaneous expenses are divided between all leads that are generated
through this lead source.
11. To add a misc. expense:
a. Click Add Expense.
b. Select the amount of the expense.
c. Select the date the expense was incurred.
d. Record any Notes.
e. Click Add Expense.
12. Continue to add expenses as necessary.
13. Click Save.
Follow-UpSequences
Infusionsoft utilizes follow-up sequences to automate customer and prospect follow
up. Most routine communications with people can be automated, enabling the
business to provide better service and be far more productive.
Follow-up sequences can range from a single action to large multi-step processes
over a set time frame.
As follow-up sequences can be quite complex, it is recommended that the actions
and sequences be mapped out beforehand. This includes the creation of content
for each given step. Follow-up sequences also have statuses which control
whether the sequence steps run and whether they are available in dropdown lists.
Follow-Up Sequence Steps
Follow-up sequences are composed of a series of steps and templates. When a
step is created, a template of the step type is also created in the same name as
the step. The associated template can be changed after the fact when editing a
step. The step template can also be easily edited from within the follow up
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Steps can also be moved from sequence to sequence. A variety of different
actions may be triggered within each step of a follow-up sequence or upon
completion of a follow-up sequence. Steps also have the ability to track per
execution and one-time expenses. These enable the ability to track ROI on
sequences.
Steps can consist of any of the following actions:
Actions – the actions that are available in the action dropdown when
viewing a search result, can all be used as part of a follow up sequence
step: Apply/Remove Tag, Start/Stop follow-up sequence, etc.
Note – Notes with pre-filled details can also be recorded as steps in a
sequence.
Appointment –You may schedule an appointment for an Infusionsoft
user
E-mail – with delivery options, expense fields and e-mail template.
Fax – with delivery options, expense fields, fax account, and 1 to 3 file
attachments to be faxed.
Fulfillment List – with delivery options, expense fields, fulfillment list
options (fields included in list) and processing information (e-mail
template delivery details). Fulfillment letters provide details to a specific
person or organization for fulfillment. They are sent to an external email
address.
Letter - with delivery options, expense fields, letter template and
processing information (user task details).
Queued Fulfillment List - with delivery options, expense fields, fulfillment
list options (fields included in list) and processing information (user task
details). Instead of submitting an individual request for each fulfillment
need, requests are held and submitted in batches according to batch
criteria set by the user. These can be directed only to users of the
application.
Task – with delivery options, expense fields and task template.
Voice Broadcast – with delivery options, expense fields and file options.
Steps are also scheduled according to a variety of criteria. The delivery options will
vary for each criterion.
Immediately
"X" days After the PERSON IS ADDED to this follow-up sequence– Step
can be triggered to be executed based on a number of days from the
entry of a person into this sequence. The step can also be rounded to
the nearest or next day of the week or day of the month.
"X" days before an EVENT -specify the number of days to run before a
set event date.– Step can be executed based on a number of days
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"X" days before a HOLIDAY– Steps can be executed around major
holidays.
"X" days before/after a DATE IN THE PERSON RECORD– Steps can be
scheduled around the person‟s birthday/anniversary or any custom
date fields you have created.
Calendar Date Scheduling – Steps can also be executed on a given
date in the calendar.
Follow-Up Sequence Actions
Actions may be triggered as a step in the follow-up sequence or upon completion
of the sequence. As a variety of actions are available, multiple items may be
selected. Actions may also be triggered based on definable conditions.
The following actions are available upon completion of a follow-up sequence or as
a sequence step:
Start/Stop follow up sequence
Apply/Remove tag
Create a task
Cancel a subscription
Run another action set
Create an opportunity record – within this, set the stage, status, percent
chance, OwnerID, lead source, next action date and next action notes
Assign a person to a user – assign the record to an Infusionsoft user
Send an email, fax, etc.
Create an order
Send an http post to another server
Set a person field to a specific value –this will allow users the ability to set
an field in a person‟s record to any value
Share this record with a group of user/group of users
Create an affiliate
Follow-Up Sequence Merge Fields
Up to 20 merge fields can be created per follow-up sequence. These are
sequence specific fields that can be used in merge templates. Common examples
are dates corresponding to events, event locations, etc. This allows follow-up
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Create a Follow-Up-Sequence
Create a new follow-up sequence that can be used in conjunction with your
website. You may want to offer your prospects a newsletter or free report.
Ensure that you are complying with Infusionsoft‟s Acceptable Use Policy and
CAN SPAM laws by asking for email confirmation upon successful completion
of a web form.
1. Hover over Setup and select Follow-Up Sequences.
2. Click on Add a Follow-Up Sequence.
3. Now let's setup the basic details:
a) Give your sequence a name, which will allow you to identify it easily.
b) Add a Description for your users.
c) Select a category (HINT: You will want to categorize your sequences to
keep them organized and make them easier to find in the future). You may
add as many categories as you want.
d) If you would like this sequence to be a clone of another sequence, check
the box and select the sequence you wish to copy.
4. Click Create this Sequence.
5. Now you will need to add steps to the sequence. Depending on what you
need to accomplish, select the appropriate template from the drop-down list.
6. Choose from one of the following:
Sends an Email
Sends a Fax -click here to setup fax broadcasting
Sends a Voice Message -click here to setup voice broadcasting
Prints a Letter - create a letter and assign it to a user for processing
Sends a Fulfillment List - create an email with an attached spreadsheet
to send to an outside vendor
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Creates a Queued Fulfillment List -create a fulfillment list for one of your
users to manage
Creates a Task - create a task and assign it to a user to make a phone
call, schedule a meeting, etc.
Creates an Appointment – add an appointment to your calendar or
another Infusionsoft user.
Adds a Note - create a Note template to insert within a Person's record
Runs some actions - setup a series of actions to further automate your
processes
Scheduling and setting up your steps
For this example, we are going to send an email that will thank prospects for
requesting a free DVD from our website.
1. Select Sends an Email from the drop-down list.
2. Now setup the main options.
Which email are you going to send? -Choose to create a new
template, or to use one you have already created within the Template
Library.
When do you want to Send the Email?
 IMMEDIATELY when this person is added to this follow up
sequence.
 "X" days After the PERSON IS ADDED to this follow-up sequence -
once a person fills out a form or if you manually start the
sequence, you can specify how many days to wait before this
step will run. You may also round the step to the nearest day of
the week or month. Once you select the day of the month or
week, you can then decide whether or not you wish to skip that
day of the month or week by rounding forward.
 "X" days before an EVENT -specify the number of days to run
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 "X" days before a HOLIDAY -choose a major holiday from the
drop-down menu and schedule your step to run before or after
the holiday has occurred.
 "X" days before/after a DATE IN THE PERSON RECORD -you can
schedule steps around a custom date. field or based upon the
person's birthday/anniversary.
 On a SPECIFIC CALENDAR DATE
Other Step Details
Step Name -give the step a name (if this is a new template, the step
name will also be the name of the template).
Step Status -you can choose to make the step active or inactive.
Tracking -keep track of miscellaneous expenses involved with a
particular step (postage, etc). Usually this is associated with steps
involving letter or fulfillment steps.
Updates -if you are adding this step to a sequence that ALREADY has
active members, this new step will run AUTOMATICALLY for those
already in it. In the picture below, anyone who has completed the last
step within 10 days, will be updated with this new step. You can
change that to 15, or 20 days. Keep in mind that you do NOT want too
much time to pass between communication with your prospects and
customers. They are likely to forget you, and possibly designate you as a
spammer.
Now you are ready to save your step. You can either choose to Save (and return to
sequence) or Save & Create the [template]. If you wish to start over and return to
your sequence, click Cancel.
If you choose to return to the sequence, click the corresponding link to create the
template. If you choose to create the template, a new dialog box will pop up that
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Editing Your Sequence
At any time you are able to edit the steps and templates in your sequences. To edit
a step, simply click on the step name, and make your changes.
Links
To get a quick view of all links in your emails, click the Expand All link. To see links for
an individual email, simply click View links. For more information about trackable
links (Trackable links will be discussed later in this chapter).
Similarly, if you wish to hide the links, click Collapse All and Hide Links. Clicking on
the name of the link will open up a new window, and you may edit the links without
having to open up the email itself.
Options
Use the Options tab to change the name of the sequence, add a description for
your users and tracking/organization.
Use categories to organize the different sequences you create in Infusionsoft. As
your business grows, so will your sequences! It is a good idea to keep them
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To create a new category, simply click Add. To edit or delete an existing category,
select the category in the drop-down and click Edit.
Select a status for your follow-up sequences. Setting a follow-up sequence to
INACTIVE will pause all steps, no matter who is in them. Each recipient will stop
receiving your emails, letters, etc.
You may also track open rates for emails that are strictly HTML, meaning emails that
contain images. These open rates can be tracked in the Follow-Up Sequence
Email Conversion report as well as the Email Batch Status report
If you build your sequences around an event you are hosting, you can enter an
event date here. (You can also enter your event date when creating a step).
You may also create Merge Fields that can be used for other sequences. For more
information about Follow-Up Sequence merge fields, click here.
Completion Actions
When a sequence has completed, meaning all steps have run, you can create
another set of actions. You may want to use this to setup a recurring newsletter, or a
follow up drip-sequence to occur if no one as responded to the current sequence.
For more information about follow-up sequence actions, take a look at this article
on the Fusebox.
Webforms
Web forms are used on websites to allow people to fill out information into a form,
which is then brought into Infusionsoft. The forms can also have actions attached
to them, so the entry of data triggers mechanics in place (such as follow-up
sequences and the standard action types) to automate the processing of people
in Infusionsoft.
Web forms can also be configured to allow use within the Infusionsoft application.
This allows the same series of actions linked to a web form to be triggered when a
person is manually entered through the application. In addition to general fields,
you can add custom fields and checkboxes that will trigger actions (with free text
labeling).
Web forms also support duplicate checking and easy e-mail notification of new
submissions.
While web forms can be customized using the Page Header and Page Footer
sections, the web forms HTML code is functionally complete and can be pasted
into a standard web page. Web forms also support HTML editing of a Thank You
page (the page a person is delivered to if there is no Return Website URL specified
(which overrides the Thank You page). Web form data can also be reposted to
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Create a Web Form
1. Hover over Setup on the menu bar and select Web Forms.
2. Click the Add a Web Form button.
3. Name your form. The name should be something that is easily recognizable
and specific.
4. Add a description for your users.
5. Create this form by copying an existing form: use this check box to create a
copy of one of your other existing forms, if applicable.
6. Click Create this form.
7. Start adding fields to your web form by selecting the corresponding shortcut
links:
Add First Name and Email Address -will automatically add First
Name and Email address only
Add Name, Email and Mailing Address -will automatically add
First/Last Name, Email and the main address (Address 1)
Add Name, Email and Phone -will automatically add First/Last
Name, Email and Phone 1
Add Name, Email, Phone and Mailing Address -will automatically
add First/Last Name, Email, Phone 1 and the main address (Address
1)
Start from scratch -pick and choose which fields you would like to
add to the form (includes custom fields)
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8. In Other fields, you may type in the name of any miscellaneous fields that you
will not use again. Use caution with these fields, as any information captured in
these fields gets thrown into the general Notes section in the Person record. It is
recommended that you create custom fields to store extra information.
9. As you add your fields, you can change the order the fields appear. Simply
drop and drag the field to the new position. If the field is not required, then
uncheck the box next to Required.
10. Checkboxes allow you to offer your prospects and customers a menu of
options as they are filling out a form on your site (for more information on
checkboxes see the section after this exercise).
11. You may create your own "Thank you Page" or enter in the URL of an EXISTING
page on your website. Your prospect or customer will see this page upon
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12. To create your own, select the Show "Thank You" message radio button.
13. To add an existing URL click Send to a web page (you may also setup a
default "Thank you" page every time you create a new web form in Marketing
Settings).
14. If your Thank you page contains another form, you may pass the information
collected into this new form by checking the box Pass Person's info to "Thank
You Page URL".
15. Send a confirmation email each time someone fills out a form. We
recommend that you use this practice frequently, as it will keep spam
complaints down and improve deliverability. Select a template that contains a
double opt-in link or create a new one.
Now you can add actions to your form. Actions will automate certain processes in
the software as soon as the form is filled out. You should always at least Tag the
person, and then send out a confirmation email. You may also start sequences, etc.
N O T E
If a person has already
double-opted in, they will
NOT receive the confirmation
email. You can, however,
create a condition that will
run an action based upon a
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16. Select your first action by choosing Add New Action from the drop down. You
can select an existing action set by clicking copy actions from some other
action set.
17. Configure the actions and click Save. Repeat for each action.
Check for duplicates by selecting any one of the following options:
The person's email address (If we find a match, we'll update the
person that already exists)
The person's first OR last name, AND the person's email address
(Again, match = update the person)
Actually, don't bother checking for duplicate records, just create a
new one each time this form is submitted
18. To receive a report on each Web Form submission check the box Send me an
email when someone fills out this form. Enter in your email address and an
email subject.
19. This form can also be made available offline. Users can select this form to
manually add a contact into the system. Check the box Users can fill out this
form inside Infusionsoft and write instructions for users within the box provided.
20. If you'd like added security, click the box I want to require a CAPTCHA Code for
this form. A small CAPTCHA box will be added automatically to the bottom of
the form.
21. To design a header and footer, check the Let me design a header and footer
box for this form. Use the HTML editor for your layout.
22. If you have the Affiliate Module, you can create a form to capture affiliates by
checking I want to create an affiliate for this form. Checking this box will add
additional fields to the form, username and password, and notification on lead
and sale. The idea is to create a form that will capture people who are
interested in becoming your affiliate. You must still select the Create an Affiliate
action.
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Once the form has been created, you must test it to ensure that all actions are
working correctly. Simply click the Test button to fill out your form and see the
results.
If you employ an individual to design and maintain your website, you may easily
email the HTML code from within Infusionsoft. At the bottom of the form, click Email
Code to my Webmaster.
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24. If you are the person administering your website, and you wish to grab the
code yourself, click Save and Gimme the Code.
25. This box contains the HTML code for the form. This is the code that you want to
use when adding the form to your website. The code contains an address that
passes information from your website into Infusionsoft. Copy the code and
then paste into an editor that you use to build your site. Once you are done,
click the Back to web form link.
Web Form Checkboxes
Checkboxes allow you to offer your prospects and customers a menu of options as
they are filling out a form on your site.
The actions of a checkbox are completely independent of the web form actions.
When a prospect checks a box on a form, the actions tied to the checkbox will
apply the appropriate tag and/or follow-up sequence. An Infusionsoft checkbox is
a powerful tool to really segment the people in your Infusionsoft database and will
assist you in marketing your products and services to the people who have the
strongest interest in them.
Add Checkboxes to an existing Web Form
1. Hover over Setup and select Web Forms
2. Open up an existing Web Form or create a new one.
3. On the first tab click the Add a Checkbox button.
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4. Type in a name for the checkbox. To add more, keep clicking the Add
Checkbox button. Once you have named all of your checkboxes save the
form.
5. Now add actions to each check box. Click the Actions button for each.
6. Save the form.
Check box options
A prospect or customer visiting your site can choose more than one checkbox if
desired. You can change the checkboxes to radio buttons if you wish only one
option be selected. To do this, you need to manipulate the HTML code slightly.
Here is the HTML generated code of a web form containing check boxes:
Notice from the image above that each checkbox is has two names, the display
name and the name on the back end. The code does not restrict the prospect
from checking more than one box at a time.
Display Name -Teachers (Back end Name -Checkbox0)
Display Name -Students (Back end Name -Checkbox1)
Display Name -Councilors (Back end Name -Checkbox2)
By manipulating the code further, you can restrict the prospect from choosing
more than one option. Do this by creating "radio buttons" in the place of
checkboxes. Let's take a look at the same form we used in the example above.
Here is the finished form:

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Notice that the checkboxes are gone and now there are radio buttons. Prospects
can only choose one option. Here is how the code changed:
After "input type=" replace "checkbox" with "radio" and change all the backend
names for the checkboxes to be "Checkbox0". The actions will work the same
because the "Value" contains different numbers.
ResponseForms(InApplicationWebFormUse)
When Web Forms are configured to allow in application use, Infusionsoft users can
specify the given form when manually adding a new person to the system. This
enables the same consistent follow-up sequence to be applied to people that are
entered from within the system. They also provide a way to create streamlined
forms to facilitate data entry.
Web form actions can also be used to update existing people in the database.
Users can re-enter data in the form, and associated actions can be applied. To
apply web forms to existing people, look up the person in the database and then
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Create a Response Form
1. Follow the steps to create a web form.
2. Click on the Options tab and check the box titled: Users can fill out this form
inside Infusionsoft.
3. Enter instructions for your users.
4. Click Save.
To add a prospect or customer into Infusionsoft using this form:
5. Hover over People from the top navigation and select Add a Person.
6. From the drop-down, select the correct form.
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7. Fill out the form, then click Save. If you want to add a second person, click
Save & Add Another Person.
8. Once you click Save, you will then be taken back to the contact record where
you can verify the specified actions have run correctly.
You may also update an existing person's record using a response form.
10. Navigate to the Select an action drop-down.
11. Select Fill out a web form for this person.
12. Choose which response form to use.
13. Fill out the necessary information and click Save. If you need to add a new
record click Save & Add Another Person.
TrackableLinks
Using trackable links within emails will give you the ability to further segment your lists
of contacts and send them specific information tailored to fit their interests. The link
is created within Infusionsoft, inserted in an email and when clicked, predetermined
actions (that you create) will run.
Create a trackable link
1. Open up an email template or create a new one (Email Templates).
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2. Place your cursor in the body of the email where the link should be inserted
and click the Open Merge Window button.
3. Click on the Misc tab and click the Create Link button in the Trackable Links
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Let's take a look at the necessary settings for the link:
Link Name: Give the link a name. It should be specific enough for
other users to understand what it is being used for.
What do you want the customer to see when they click this link: You
have the option to send your prospects/customers to an existing
web page or you can create your own "Thank you" page. The
"Thank you" page can be created just as you would create an
HTML email template or a thank you page for a web form.
Link Text (for HTML emails): Type the text you would like to appear
for HTML emails. The text in this box will be the actual link.
Type the message you would like to appear above the link in the
Link Explanation field for text emails. In this option, you cannot mask
the actual link. It is always a good idea to configure the text AND
HTML options.
More Options: If the target site is a web form, you can configure the link to pre-
populate web form fields from the person's record (YOU MUST HAVE KNOWLEDGE
OF JAVASCRIPT FOR THIS TO WORK). For example, if your redirect link is sending the
person to an order form for purchase, you can select the fields which need to be
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client. Simply check the box Place person Details at the end of the URL. Select the
Redirect Fields which should be included in the order or web form.
4. Click Save.
Now let's set up the actions that will run when this link is clicked.
5. Click on the Actions tab.
6. Add your actions. In the image below, we are adding the prospects to a
follow-up sequence that will send details about InfusionCon 2010. This follow-up
sequence would also send them reminders about the event as it draws near.
We also want to apply a tag so we can search later for the number of people
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7. Once the actions are set, click Save.
8. To insert the finished link into the email template, click Save & Insert.
The link is now inserted in the email.
Use the Test functionality built into an email template.
Using Images as Trackable Links
If you use trackable links, you may want to also try using an image to link to your
website or event page. It is recommended that images do NOT make up the entire
content of your emails, as they may not pass through various spam filters.
Use an image as a trackable link
1. Open up an existing email template or create a new one.
2. Insert an image into the email template by clicking on the Insert image button
in the template window.
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3. If you haven't done so already, upload your image:
a. In the Insert/edit image window, click on the Upload tab.
b. Browse for the logo or image on your computer, and then click Send to
Server.
c. You image should now appear in the Image List drop down, under the
General tab.
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5. Make sure that the image is the size you wish. Once it is, click the Source tab in
the template window.
6. Copy the link to the image. For our example:
<img alt="Fusebox RGB.jpg" height="109"
src="https://nft.infusionsoft.com/Download?Id=14840" title="Fusebox

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RGB.jpg" width="362"/>
7. Click out of the Source box, and click on Open Merge Window.
8. Click on the Misc tab and create a trackable link.
a. Name your link.
b. Select Some Other Web Page.
c. Now paste the URL of the site you want to take them to into the adjoining
box.
d. Paste the location of the image you copied previously into the Link Text
box.
e. Finish configuring the rest of the link (setup actions, etc).
f. Save the link and go back to your email template.
9. Now within the email template REMOVE the image.
10. If the Merge Window is still open, go ahead and insert the trackable link that
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11. It should look something like this:
12. Finish the email template and click Save.
ActionSets
Action Sets trigger automatic processes in Infusionsoft, thereby allowing you to
perform a series of actions whenever a specific event occurs. Actions Sets can be
created directly in web or order forms so you do not necessarily need to create
them before creating your form, however it can be helpful to configure them
beforehand. Actions can be found everywhere in Infusionsoft.
For example, you may set up an action set to be triggered each time a form online
is submitted. When the new prospect fills out the form, the first action is to apply a

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tag so you can find the prospect later. Then the next action starts a marketing
sequence, made up of several scheduled emails. When action sets are setup
correctly, they will allow you to automate many of the things in Infusionsoft that you
would normally have to complete manually. Here is a full list of actions:
Apply/Remove Tag-Tag someone or remove a tag.
Start/Stop a follow-up sequence-Start up, restart, pause or remove
someone or a group of people from a follow-up sequence.
Send an Email, Fax, etc -send a letter, fax or voice broadcast, email, or
fulfillment lists.
Assign a Person to a User -Assign a group of people to a single user or a
user group. You may use Round Robin logic with this action if you
choose.
Create an Appointment –Set an appointment on your calendar or one
of your other users.
Create a task -Set an action that creates a task from an existing
template or add a new one.
Create Opportunity Record -you can create an opportunity (if you are
using the pipeline).
Set a Person Field to a Specific Value -enter in a value for any field on
the person record (i.e. person type, custom fields).
Create an Affiliate -if you have the Affiliate Module you can create an
affiliate record in addition to a contact record.
Apply a Note Template -select a Note Template to run.
Cancel a subscription -you can cancel a recurring subscription.
Run another action set -select another set of actions that were
previously created.
Share the record with a User or Group of Users -give read/write access
to another user or team.
Send an http post to another server -Use this action if you have a web
server that needs data from your Infusionsoft application (i.e.
membership site).
Create an Order -add an order that contains any number of
subscriptions or one-time products and add a discount.
Create an Action Set
1. Hover over Setup and select Action Sets.
2. Click Add an Action Set.
3. Give the Action Set a name.
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4. Now select new actions from the Add New Action drop-down. The two most
common actions you will use are Start a Follow-up Sequence and Apply a Tag.
5. Now set up an action to apply a tag:
a. Select Apply or Remove from the drop-down menu.
b. Select the appropriate tag by highlighting.
c. If your specific tag is not in the list you may add it by clicking Create a
new Tag. Type in the name of the tag, select or add a tag category and
click Add Tag.
d. When you are finished, click Save.
6. Now setup an action to start a follow-up sequence:
a. Select the Start Sequences radio button.
b. Highlight the desired sequence. If you would like to create a new
sequence, click Create new sequence (This option will let you create a
sequence without creating steps. To add steps, find the sequence later).

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c. For other options, you can restart a sequence if someone is already
added to it, resume it if the sequence has been paused, or create
conditions, or rules. Conditions will be explained in the next section.
7. Click Save. Then save the action set.
Conditions on Action Sets
Create rules and logic and apply those rules to any action in Infusionsoft. Conditions
are used to allow some actions to run only when a set of pre-determined criteria
are true or false.
Create rules based upon information entered in any field (including custom fields)
on a Person record. You may also create conditions based upon a person‟s opt-
in/out status. (Opt-out, double opt-in, Single Opt-in, etc)
Example: Roy is on the marketing team for his company and is in charge of
creating actions for all web forms. On a particular web form he only wants to apply
a particular tag if they live in Arizona. He can create a condition that filters out
everyone who is not living in Arizona, and apply the tag to those only living in
Arizona.
Create a Condition to use in Action Sets
1. Find an existing Action Set. If you are working with actions anywhere else in
Infusionsoft, you can perform the same steps.
2. Open up an action or create a new one using the Add New Action drop-
down.
3. Configure your action (i.e. start/stop a follow-up sequence, apply a tag,etc).
4. Now notice the checkbox Only run this action when certain rules are met.
Once you check the box, you will notice that a drop-down appears.
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5. Select Add to create a new condition.
6. Type in a name and click Create.
7. Once you have created the Condition, you will then need to add criteria to
make the condition true. You have three instances:
a. The rule is true when ALL criteria are met.
b. The rule is true when ANY of the criteria are met.
c. The rule is true when NONE of the criteria are met.

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8. Click Create Criteria.
9. Select a field category from the first drop-down.
10. Now select a field from the contact record.
11. Select the rule; for example Equals (Ignore Case).
12. Type in the value for the field selected then click Save Criteria.
13. You have successfully added criteria. If you'd like to enter criteria, follow steps
8-12 repeatedly until all criteria have been added.
14. Click Save.
15. You will then be taken back to the main action page, where your condition
will be selected automatically. Save the action. In the image below, the
action Apply Tag Contacts in AZ will run if the State on the person's record
equals "AZ".

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MarketingReports
Infusionsoft provides a variety of marketing reports to enable you to track follow-up
sequences, sequence actions, lead source info, web forms, etc.
Data that the reports are run against can also be filtered using a variety of criteria.
When a report is pulled up, you will see search criteria specific to the selected
report.
The marketing reports are:
Applications to a Tag - allows you to see which tags have been applied
to the specific contacts in your application. This report also allows you to
see the date that the person was added to each tag. You can sort the
results of this report by the group/tag or by the date.
This report is useful because it allows you to see the distribution of your
people across the tags you have created. It allows you to see how
effective your database segmentation is. It also allows you to analyze
the dates which have higher frequencies of tags being applied.
Web Form Tracking - allows you to view the web forms that have been
submitted in your system. You are able to view the person who
submitted the form, the date they submitted the form and who the
lead source was. This report helps you see which of your web forms are
receiving the most traffic and the lead source that is generating the
most completed forms. You are able to group your data by the form,
the date the form was completed, or by the lead source.

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Web Form Activity Summary - allows you to see how many sign-ups your
forms generated per day, as well as determine how many of those
submissions were new or repeat visitors.
Follow-Up Sequence Dashboard - As you create more follow up
sequences and add people to those follow up sequences, it becomes
impossible to keep track of what marketing pieces Infusionsoft will be
sending out on your behalf. The campaign dashboard enables you to
see all of the marketing pieces that are scheduled to be sent for all of
your follow up sequences. You can also run these scheduled actions
immediately from this screen if you choose. If not, they will run
according to the normal schedule.
Follow-Up Sequence Processing - shows you the pieces that have
recently been sent by Infusionsoft. Each time a batch of marketing
pieces have been sent by Infusionsoft, a new entry will be added to this
report that shows the name of the piece, the type, the status, when the
piece ran, and the total number of processed pieces, queued pieces,
and errors.
Person By Follow-Up Sequence - allows you to search for people by the
follow-up sequence that they have been added to. This is helpful
because it will allow you to see how many people are in each follow up
sequence and perform actions based on your results. When searching
for people by follow-up sequence, users can also filter by tag. This
feature allows users to limit follow-up sequence search criteria further by
filtering members of one or more tags as part of the search.
Follow-Up Sequence Signups/Day - allows you to view the number of
total signups for each of your follow up sequences within a certain date
range. Results of this report show you the Name of the follow up
sequence, the Signup Date, and the Count of for signups on that day.
Conv By Leadsource - allows you to track the number and percentage
of people that have moved through your sales stages within a certain
period of time. This is helpful because it allows you to track your
conversion rate for leads from each lead source.
Mkt Piece Effectiveness - allows you to view the number of people who
responded out of the total number of people who received a specific
marketing piece. When one of prospects responds to a follow up
sequence, it is important that you track their response to that piece.
Once you have tracked responses for a marketing piece, you can use
this report to analyze your data.
Follow-Up Sequence Product Conv - allows you to analyze the number
of people added to a follow-up sequence versus the number who
actually purchased a product. Knowing your product conversion rate is
helpful because it shows you which of your sequences are effective in
turning your prospects into sales.
E-mail Batch Status - allows you to review the status and results of the
batch e-mails you have sent through the application. When you send a
batch e-mail through the application you can view the result of how

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many of your e-mails in each of the batches were successful and which
ones were skipped or had errors. Additionally, you can see a pie chart
of the results for each batch e-mail and attempt to resend to all e-mails
which contained errors.
Fax Batch Status – allows you to review the status of faxes that have
been sent, and which follow-up sequences the faxes are associated
with, if applicable.
Voice Batch Status – allows you to view the success of your Voice
Broadcasts; see how many opt-outs, live person recordings and
answering machine recordings were captured.
E-mail Status Search - allows you to view the status of people‟s e-mail
preferences and current status. This report allows you to view the
people which have manually opted out of your marketing, as well as
gives you data regarding their opt-in status. This is helpful because it
allows you to see which people may not be receiving your e-mail
marketing due to their opt-in status.
Voice Status Search –allows you to see how many phone opt-outs you
have.
Email Broadcast Conversion Report - For each broadcast you send, this
report will tell you how many emails sent, opened, opened and clicked,
bounced and opt-in/out numbers. Break down your results by date
range.
Follow Up Sequence Email Conversion Report - For each follow up
sequence that runs, this report will tell you how many emails per step,
per follow up sequence were sent, opened, opened and clicked,
bounced and opt-in/out numbers. Break down your results by date
range and specific follow up sequence.
Email Complaint Summary -Find out how often recipients of your email
are reporting you as "spam" to their ISP. The report compares the
number of emails sent for a particular day and the number of spam
complaints. Any time a prospect/customer clicks the "Spam" button
within their inbox, or if they report spam after clicking an opt-out link,
those instances will show up on this report. Results are rendered in a
column layout, in addition to a graphical representation.
Distributed Leads - Any time a lead is distributed to another Infusionsoft
application using the lead distribution feature; a record is created in the
distributing Infusionsoft application. This feature gives you a "trail" you
can follow to see what is happening with the distributed leads.
Return Path Delivery Usage- When sending out a broadcast email, one
of the last steps in the process is to determine whether or not to
purchase the Return Path Delivery Monitor service for an additional
$19.95 (Only Return Path subscribers will have access to this service).
Each time that option is checked, the purchase will show up on the
Return Path Delivery Usage report. You will want to use this report in the
event of a dispute of charges for the Delivery Monitor service.

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ROI Person Created - information about your return on investment for
each lead source. This report measures ROI in terms of the number of
contacts created in your application and compares that information
with the expenses incurred as a result of obtaining those contacts.
When you record the cost of acquiring and marketing to contacts, this
report will calculate ROI based on that data.
ROI Person To Tag - information about your return on investment for
each lead source. This report measures ROI in terms of the number of
contacts added to different tags in your application and compares
that information with the expenses incurred as a result of obtaining
those contacts.
ROI Person To Follow-up Sequence – gives you information about your
return on investment for each lead source. This report measures ROI in
terms of the number of contacts added to a particular follow up
sequence in your application and compares that information with the
expenses incurred during the period of time you specify. When you
record the cost of acquiring and marketing to contacts, this report will
calculate your ROI based on that data.
ROI Subscription Started - gives you information about your return on
investment for each lead source. This report measures ROI in terms of
the number of contacts added to a continuity program in your
application and compares that information with the expenses incurred
as a result of obtaining those contacts. When you record the cost of
acquiring and marketing to contacts, this report will calculate your ROI
based on that data.
ROI Opportunity to Stage - gives you information about your return on
the number of leads moved into a specific stage in your application
and compares that information with the expenses incurred as a result of
during this period. When you record the cost of acquiring and
marketing to contacts, this report will calculate your ROI based on that
data.
ROI Product Purchased - gives you information about your return on
the number of products purchased in your application within a given
date range and compares that information with the expenses incurred
during a specific period of time. When you record the cost of acquiring
and marketing to prospects, this report will calculate your ROI based on
that data.
ROI Web Form Submitted - gives you information about your return on
the number of web forms submitted to your application and compares
that information with the expenses incurred as a result of obtaining
those contacts. When you record the cost of acquiring and marketing
to prospects, this report will calculate your ROI based on that data.

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Click Through Percentage - shows you how many e-mails you have sent
to people where the e-mail contained a trackable link.

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Notes

S E L L I N G I T E M S O N L I N E
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9
SellingItemsOnline
In this chapter you will configure settings to facilitate the eCommerce
module. These settings need to be configured only once unless policies
change.
MerchantAccounts
Processing credit card payments through Infusionsoft requires the setup of a
merchant account to process payments through a merchant gateway.
If you will be setting up order forms and/or a shopping cart and processing credit
card payments, it is recommended that you set up your merchant account early in
the process as many other steps are dependent upon it.
A merchant account is the account that payments are
routed to and held in before they are transferred into your
own business account. In ecommerce transactions, this is
typically fully automated.
A merchant gateway is a computer system that translates
(through code and protocol conversion) and transfers data
between applications or networks. The gateway configures
the data in a format that is acceptable for the new application or network. Since
the gateway is transferring payment information to and from Infusionsoft, you need
a merchant account compatible with one of the gateways supported by
Infusionsoft.
If you already have already established a merchant account, ensure that it does
utilize one of the Infusionsoft supported gateways.
If you do not already have a merchant account, we recommend that you sign up
for a merchant account that is compatible with one of the Infusionsoft supported
gateways:
Authorize.net (online and card present method)
Beanstream
Blue Pay
CartConnect
CommWeb
DPS
T O P I C S
 Merchant Accounts
 Categories/Families
 Products
Subscriptions
 Order Forms
 Shopping Cart
 Order Settings
 Order Reports

N O T E
Your merchant account
must be set up before
you set up your shopping
cart.

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EWay
eProcessing Network
ICS (very flexible and able to handle high volume)
IntelliPay
Internet Secure
LinkPoint
Litle & Co
PriMerchants
Protx
POWER PAY (recommended)
Moneris
Network Merchants
Optimal
PayNet
Pay Pal Payflow Pro
Pay Net Secure
Paygate
SafeCharge
USA Epay
USight
VeloCT
Verisign
Web Advantage
ICS
PCI Compliance
As a Level 1 Service Provider, Infusionsoft must comply with a rigorous set of
standards designed to protect the payment card information that touches its
systems. As of 2008, the Payment Card Industry Data Security Standard to which
Infusionsoft must comply is the PCI DSS version 1.1. This standard outlines specific
requirements for keeping cardholder data secure, such as the use of data
encryption, network firewalls, and secure processes in transmission, storage, and
disposal of payment card data.
Infusionsoft is required to pass periodic third-party audits and tests in order to
maintain PCI compliance on an ongoing basis.
If you have any questions about how PCI compliance affects you, The PCI DSS
version 1.1 can be found online at:
https://www.pcisecuritystandards.org/tech/download_the_pci_dss.htm.
Setting up a merchant account
2. Select Order Settings from the left navigation menu.
3. Click the Merchant Accounts tab.
4. On the Add Merchant Account dropdown select your appropriate gateway.
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5. Enter information pertaining to your account. Each one is different. If you are
unsure of the necessary information, contact your merchant gateway vendor.
6. Set the account in test mode, and when you are ready to go live with
ecommerce change to live mode.
7. Click Save.
Categories/SubcategoriesandProductFamilies
When using the Infusionsoft storefront, products can be listed individually or they
can be divided up into categories and subcategories.
When categories are used, a navigation bar with category buttons will appear at
the left side of the storefront for easy navigation between categories.
Subcategories will appear in the right pane for additional segmentation if enabled.
Product families are used to organize your products for better organization. If you
have several products, it is recommended that you use product families. In
addition, it is also recommended that categories be mapped out and created
prior to creating products.
Product Categories and Subcategories
1. Hover over Setup and select Shopping Cart.
2. In Catalog Management select Categories.
3. To add a new category click the Add New Category button.
4. Type the name of your category and click the Save Link.
Q U I C K T I P
Depending on which
Merchant Gateway you
choose, you will get different
account options in the
Merchant Account dialog.
Get your specific account
credentials from your Merchant
Account provider.
Create your account in
test mode and ensure it is
functioning as desired before
putting it into production (Live
Mode).
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5. Add a new subcategory, if needed by clicking the Add Subcategory link.
6. If you designate a subcategory as a default, you are insuring that every
product/subscription that is NOT assigned to a category/subcategory, will
automatically be assigned to the default in your store front.
As you assign your products to the different categories and subcategories, you
may also easily change these assignments.
7. Expand the category view, and notice the number of products assigned. Click
the Products link and remove any products as necessary.
8. While in the same window, you may also add a product to the category. Start
typing the name of the product in the box provided. When you see your
product appear in the drop-down, select it and click Add Product.
Q U I C K T I P
When uploading
images, ensure
they are sized as
intended. There is
no resizing
functionality in the
application.

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9. You may also drag and drop your categories to change the order they
appear in the Storefront.
10. To add an image, click on the name of a category, and click the Edit link.
11. Upload an image from your computer.
Product Families
Create product families to organize the different products and subscriptions you
sell. Hover over Setup on the top navigation menu.
1. Click the Order Settings link.
2. In the Products and Subscriptions section, type in all of your desired families.
3. Scroll to the bottom of the page and click Save.
Products
Products must be added to the system before they can be sold in the shopping
cart, order forms or through offline sales.
Build it!
N O T E
Categories show in the left
navigation bar in the
storefront. Subcategories
are used for further
organization and appear
within the right pane. As you
click through to products,
you will see the tree of
category > subcategory in
the product header.

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If selling your products through a storefront or shopping cart, the system allows a
variety of display options such as colors, images, descriptions, etc.
Products can also have options (such as color, size, etc.) which may or may not be
required. Product options can be typed in by the customer or can be selected
from a preset drop-down list.
Infusionsoft also provides the ability to track inventory of a product. Initial and
adjustment quantities are entered manually and then the system decrements the
inventory quantity as purchases are processed.
Add products
1. Hover over Setup and select Products.
2. Click the Add a Product button.
Product Name: enter a name for the product which will be
viewable by your customers and prospects
SKU: stands for Stock Keeping Unit and assists in inventory
management
Product Short Description: enter in a short description of the
product which will be viewable by your clients
Product Price: enter in the price of the product
Taxable: decide whether or not this product is taxable (tax rules are
set up in a different section)
Shippable: select Yes if the product needs to have shipping
charges applied
Weight: if your shipping options are weight-based set the weight in
pounds or kilos (configured in Order Settings)
Is Digital: if you are selling an eProduct select ""yes" (includes
downloaded media)
Family: Group your products within product families for better
organization
Status: set the status to active or inactive (you may use this if you
wish to sell a product seasonally, without having to re-add it at
another time)
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Category/Subcategory: assign the appropriate category and
subcategory for better organization on the storefront
Product Description: enter in a long description that will be
viewable by your customers and prospects
Is Hidden: if you are using a storefront within Infusionsoft, you may
opt to hide the product (you can hide products that you do not
wish to include with all other products) Top and Bottom HTML:
Create a custom marketing message or instruction to appear as
the customer arrives at the checkout process.
Top and bottom HTML: enter a customized marketing message or
instruction in this section. This will be visible when the customer adds
the product to the cart (this is completely optional)
Shipping Product Within: If you ship your products, enter in the
default estimated shipping time.
Product Images
1. Save your product and click the Product Image tab.
2. Browse for the image on your computer.
N O T E
The name field is the
reference name in the
system and is also what
customers see on order
forms and in the shopping
cart/storefront.
Price, short description,
any options all appear
within the Product Info
section to the right of the
product image.
Description is a text area
field that allows you to
enter a full product
description and displays
below the image and
Product Info sections.
The Top HTML and Bottom
HTML sections show not in
the storefront but in the
shopping cart. Typical
use for these sections is
for disclaimers or
informational purposes
upon purchase.
N O T E
When entering a Product
Image, you will see an
image for the last product
created. You will not see
the new image until after
you save the image and
the system refreshes
(requires clicking on the
Product Image tab
again).

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3. Click Save Image.
If you would like to add product options (size, color, etc):
4. Click the Product Options tab.
5. Click the Add hyperlink for Option #1.
6. In the Name field on the Product Option dialog, enter the appropriate option
such as color or size.
7. Leave the Selected from a fixed list entry.
8. For the Is Required dropdown, select either Yes or No.
9. Click Save.
10. In the Value section, add a Value Name and Code (clicking Add after each).
For example, a value for color would be “Black” and the code might be “BLK”.
11. Keep adding the values for the options. Close the window, and add a second
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12. Close the window.
13. Click the Storefront Display hyperlink and navigate to view your new product
and category. (Setup>>Shopping Cart>>Preview Storefront)
The new product will appear in the storefront (if used) immediately and will be
available for purchase.
Digital Delivery
Infusionsoft also supports the delivery of digital products such as eBooks, reports,
music downloads, videos, audio files, etc. When products are created, the digital
content can be uploaded and a delivery template can be specified/created.
When a customer purchases a digital product the template with the file download
and security download code will be automatically sent.
Digitally delivered products also contain options to manage the number of
downloads allowed and the timeframe that the download is available to the
customer.
This enables companies with digital products to automate the entire process within
Infusionsoft and eliminate any other software currently used to manage digital
products.
Adding a digital product
1. Hover over the Setup tab on the menu bar and select Products.
2. Click on an existing product or create a new one.
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3. Set the radio button for Is Digital to Yes.
4. Click Save.
5. Click the Digital Delivery tab.
6. In the Files to Include section, click the Add File button.
7. In the Manage Digital Product File dialog, click the Upload File button.
8. Click Upload.
9. In the File Name field, type the name of the file
10. In the File Description field, enter a description
11. Click Save.

191
12. Click Add in the template field to create your delivery template email (you
can also select a template from the drop-down if one was created earlier).
13. Write the content of the email including title, addresses, subject, body content,
etc.
14. In the body of the message you will need to include a merge field with the
download link and another that includes the digital download access code
which will give access to the product (Both merge fields should be included in
your email, although the code is not necessary to download).
15. To insert your download link and access code in the body of your email, place
your cursor in the email body where you would like to insert link.
16. Click the Merge Fields button.
17. Select the Misc tab and scroll down to the Digital Product Links section.
18. Select your Code and Link, and you will now see the merge fields in the body
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19. Finish writing your email template and click Save. You will now see the
template listed in the drop-down.
20. Select how long the product should be available for the customer to
download in the Number of Days Available field.
21. Select the Download Limit (leaving at 0 will allow the user to download as
many times as they want).
22. Customize a message you would like to appear on the download page.
23. Click Save.
Note: You can test digital delivery of your product by navigating to a person with
an e-mail address you can access, launching an e-mail and picking the template
set up previously. (Download availability is still subject to download limitations that
you have set in the product.)
Note: If a customer does not have the product specific download URL, they can
go to the application‟s generic product URL
(https://SpecificAppName.infusionsoft.com/product.html) and then will be
prompted to enter their download code.

193
Software Licenses/Keys
Infusionsoft provides a place for you to store and assign your software license keys.
Software keys prevent fraudulent use of a software program and allow your users to
"unlock" the product for download.
Create Software Keys for a digital product
1. Edit an existing digital product or create a new one.
2. Enter in all of you software keys in the box provided and click Add Keys.
3. To see all of your software keys and the associated users, click the number in
the Total column.
SubscriptionPrograms
In addition to supporting the sale of products, Infusionsoft also supports subscription
programs. Subscription programs are used for cyclical or recurring charges such as
memberships, monthly newsletters, etc. Like products, subscription programs are
also purchased through the shopping cart, order forms or offline.
A typical example of a subscription program would be a newsletter where the
customer is billed on a monthly basis.
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194
Adding a subscription
1. Hover over Setup and select Subscription Programs.
2. Click the Add a Subscription button.
The name of the subscription (this is this reference name within
Infusionsoft as well as what a customer would see on an order form or
on the storefront).
SKU: Allows you to manage your subscription programs and products
using a product numbering system.
You can include a Short Description of your subscription program which
will be seen by your customers in the store front and shopping cart.
The Default Price of the recurring charge.
Decide whether or not to tax this subscription.
Whether the Billing Type is a Product or Service (This option allows
you to choose how invoices are handled when billing details
are edited. Setting the Billing Type to Service with prorate
invoice which have billing dates edited. Products do not
prorate invoices).
How often the billing cycle occurs.
Select a product family.
Update the Status of your program to "Active" if you would like users
and customers to access the product. (Programs set to inactive will be
unavailable to users and customers)
The category the subscription belongs to (used only for the storefront
and shopping cart).
If desired, write a Description to be listed in the online shopping cart
(Unlike the Short Description, this field allows you to give a long
description including any necessary product details).
Select whether you want to Hide in Store. Subscription Programs that
are hiding can still be sold but won't be displayed in your storefront.
4. Click Save.
5. Click the Program Image tab.
6. Upload an image from your computer.
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195
7. Click Save Image.
9. Click Preview Storefront.
Your subscription program will now display in the storefront if used and will be
available for use in order forms.
OrderForms
Order Forms are used when selling one product at a time. An Order Form is a
stand-alone web page where customers fill out a form to purchase a single
product. In addition to or in place of the one product, an Order Form may also sell
one subscription program.
Common Order Form uses are accommodating full sales functionality for
companies that sell only one product, targeting a very specific audience that you
intend to purchase one product and the provision of a landing page/purchase
page for a specific product follow up sequence. Order Forms are also often used
when there is a need to enable sales of a product while limiting the customer‟s
exposure to your other products.
As the Order Form functionality and mechanics are straightforward, they are easily
customized by anyone with HTML expertise. Order Forms have a Page Header and
a Page Footer with a built in HTML editor for quick and easy customization. Users
without external tools will still be able to easily make graphical changes to their
Order Form.
Order Forms also contain a Thank You page section with the same built in HTML
editor which allows you to format the page the user is navigated to upon successful
purchase from the Order Form.
Order Forms also have their own mechanics for providing Pay Plan options. Order
Form Pay Plans do not provide the full functionality that is available for use in the
shopping cart (only 2 program options, no finance charge). Pay Plan configuration
is also done on the Order Form itself.
N O T E
Note that you only have
access to the <body> tag
when using the Page
Header and Page Footer.
If you need to do more
advanced customization
(possibly link to an external
style sheet or define
embedded styles within the
<head> section), you will
need to use the Affiliate
Template option.

196
Adding an order form
1. Hover over Set Up and select Order Forms.
2. Click Create New Form (or click on the name of an existing form to update).
3. Give the form a name (this name will not be seen by your customers).
4. You cannot add any fields until the form is saved. At this point you would need
to select your product and merchant account, and then click Save at the
bottom.
5. Use the drop-down to select the product you would like to sell using this form.
You can edit the product at this time or if there is no product on the drop-
down, you can add one.
6. Once you have selected the product, you can change the label. For
example, if you created a product in Infusionsoft called "L&T book", you would
want to change the label of the product to "Leadership and Training Book".
Your customers would know "Leadership and Training Book" but they would not
understand "L&T book".
7. If you would like to sell a Subscription Program in addition to the product, you
may do so. Select it from the drop-just as you would if you were adding a
product.
8. If you are selling a Subscription, you have a couple more options.
Select whether the subscription program price should be hidden by
checking the box.
You can give your customers a free trial, enter it in this box
If desired, select what day of the month the billing date should
begin. If left at 0, the first charge will begin immediately after the
Build it!
Q U I C K T I P
Hosting Custom Order
Forms: Infusionsoft also
provides the ability to allow
customers to host their
Order Forms on their own
servers.

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free trial ends. If there is no free trial set, the billing will begin right
away.
9. If you would like to offer your customers a payment plan perform the
following:
Select the pay plan price (When you selected the product in the
drop-down, the price will automatically populate here).
Select the number of payments (This does NOT include the first
payment, so if you wanted setup a payment plan of 4
payments@$125.00 this number would be set to 3).
Select the first payment amount.
In the Pay Plan Misc section select the number of days until
charging and the number of days between payments (leaving
these numbers at 0 will start the first leg immediately and each
payment would then charge every 30 days).
10. Now let's take a look at the Misc Options.
Select which merchant account to use (This should be set up before
you set up the Order Form).
Select your shipping option. To set up a new shipping option, click the
Add button
11. Check the box for Auto-retry When Payment Fails. If this option is checked,
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12. You can require that your customers select a Promo Code by checking the
box (Note: promo codes DO NOT change the price, you would have to
create an order form specifically for the discounted product). You may also
track a promo code.
13. If your order form is associated with one Promo Code, you can select it here.
This will not appear at all to the customer.
14. Gather Initials On Agreement -this feature will allow your customers to enter in
their initials.
15. Require Card Verification Code -checking the box will allow your customers to
enter in the three-digit CVS code on the back of their credit card.
16. If you wish to allow duplicate orders, check the corresponding box.
17. Check for duplicates by selecting any one of the following options:
18. If you'd like added security, click the box I want to require a CAPTCHA Code
for this form under Security Settings.
19. If you'd like to create a Thank You Page within Infusionsoft select Show "Thank
You" Message. You can configure your page using the HTML editor pictured
below.

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20. If you already have a Thank You Page on your website, select Send to a web
page.
21. To receive a report on each Order check the box Send me an email when
someone fills out this form. Enter in your email address and an email subject
22. To charge sales tax, check the next box. If you have set your sales tax rules in
Order Settings.
23. If you'd like to send a double opt-in email, check the box Send a double opt-in
email when this form is submitted. Select a double opt in template (only email
templates that contain double opt-in links will show on this drop-down) To add
a new template click Add
24. To design a header and footer, check the Let me design a header and footer
for this form option. Use the HTML editor below for your layout.
25. After you have made your changes, click Save.
26. You will then be taken back to the top of the page, where you will notice a link
to the form. This link is your Order Form. Click it to see what your form will look
like.
27. Click the link.
28. Take a look at the form. The top part of the form contains the header we
created. Contact information, Billing/Shipping addresses, Credit card info, and
price are added by default.
Q U I C K T I P
Note: The Page
Header and Page Footer
sections in the Order Form
can only take <body> text.
If you attempt to put any
other HTML sections (for
example, the <head>
section) in this section, it will
be stripped out.
Q U I C K T I P
Note: If you are selling
subscriptions you will need
to set up the FAILED actions
using Order Triggers
(Setup>>Misc
Settings>>Order Settings).

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29. If you would like to add fields and check boxes to the form, go back into
Infusionsoft and click Add Fields and Add Checkboxes.
30. To create a look-and-feel matching your website, click on Configure Affiliate
Templates.
31. In the pop-up window click Add.
32. Give your template a name.
33. Use the editor to add logos, background colors, etc. You may also enter
custom HTML by clicking on the HTML box in the editor.
34. Next set up your actions on a successful purchase or on a failed purchase.
Adding a custom look-and-feel
1. In the Order Form section at the top of the Order Form, click the Configure
Affiliate Templates button.
2. In the Set Up Templates dialog, click the Add button.
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3. In the Template Name field, type in a name for the template.
4. In the Template HTML type in custom HTML code.
5. Click the Save button. In the Set up Templates dialog, click the Template
dropdown and select the template you just created.
Order Form Shipping
As Order Form functionality varies quite differently from storefront and shopping cart
functionality, Order Forms have separate shipping options. Because Order Forms
only accommodate one product, the shipping options can be customized exactly
for the specific product.
Order Form Shipping enables you to create as many different shipping options as
need. Order Form shipping options are organized in shipping groups. Shipping
groups are organizational entities. When creating the Order Form, the shipping
group is the entity selected. When a customer purchases the Order Form product,
they will see the shipping options associated to the shipping group but not the
shipping group itself.
NOTE: Order form shipping will also be available from Setup > Misc Setting>Order
Settings.
Create shipping options for order forms
1. Open up an existing order form or create a new one.
2. Scroll down to the Misc section and click Add next to the Shipping Options
drop-down.
3. Give the shipping option a name. Example: Yoga Mat shipping options,
Product A shipping options, etc (This name will not be visible to your
customers).
4. Click Save. Now set up your different shipping options by clicking Create
Shipping Option.
5. Type in the name and the amount. Example: "FedEx Next Day", $25.00.
6. Click Save, and repeat steps 4 and 5 until you have all shipping options.
7. If you prefer to have your shipping options ready to go before creating your
Order Forms, you may set them up via the Order Settings. The process for
creating a shipping group with options is the same.
9. Click on Order Settings from the left navigation menu, and select the Order
Form Shipping tab. Click Add New Shipping Group.
10. Now follow steps 3-6 above.
Build it!
Q U I C K T I P
 When you create new
shipping options, you can
create them either in an
existing group or create a
new shipping group. The
shipping group is what is
selected when creating the
order form. When a
customer checks out, they
will see all shipping options
available for that shipping
group.

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ShoppingCart/Storefront
Infusionsoft provides an integrated shopping cart to allow customers to sell products
and services through the system.
Shopping carts can be set up as multi-step or single-step.
The single-step shopping cart provides the customer all options necessary for
completing the purchase on one page. In addition to providing quick and easy
checkout, an additional benefit is that customers are less likely to change their
minds about the purchase. When using the single-step shopping cart, customers
will have to re-enter their information each time they make a purchase. The single-
step shopping cart is ideal for companies that do not see repeat customer
purchases.
The multi-step shopping cart requires customers to step through multiple screens but
it also saves the customer‟s information so it will not have to be re-entered each
time they make an additional purchase through the system.
Other Settings and Payment Options
Let‟s take a look at each required option in Other Settings:
1. Hover over the Setup tab then select Shopping Cart.
2. In Checkout, click Other Settings.
Shopping Cart Type-You have two choices for the type of cart you can use.
Multi-step
Single-step
Example of a Single-Step Cart

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Example of a Multi-Step Cart
Step 1
Step 2
Step 3
Step 4

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Total Due Today blurb: Information contained in this box will appear in the shopping
cart, before a customer checks out. If the cart contains a subscription that also has
a free trial, they will not be charged right away. If the order contains a one-time
product in addition to the subscription with a free trial, then the total due will only
show for the one-time product.
If the subscription added DOES NOT have a free trial associated, the total amount
will reflect the prices of the subscriptions as well.
Default Country: Set your home country here. Any order placed outside the default
country will be considered International and qualify for International shipping and
tax.
Company is a Required Field: If this option is NOT checked, the company field upon
checkout will not be required. Unless it is absolutely imperative to obtain the
company information, you may leave this unchecked.
Tax, Affiliates & Duplicate Orders
Charge sales tax: Charge sales tax on all orders. You will need to manually build the
tax tables in your Order Settings.
Double Pay Affiliate: Use this setting to determine if an Affiliate receives both SALE
and LEAD commission, or SALE commission only on orders.
Allow Duplicate Orders: Check this option if you would like your customers to be
able to place duplicate orders for the same item.
Other Optional Settings
Notification email address: Any time an order is placed an email notification will be
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Opt-In Template: Upon successful purchase, you may send an email containing a
double-opt in link.
Pay Per Click Tracking: If you pay for advertising through Google AdWords, MSN,
Yahoo, or any other search engine advertiser, you can use your Pay Per Click (PPC)
code on the success page of the shopping cart.
Payment Options
Click the Payment Options tab. You have three types of payment options you may
offer your customers during checkout.
PayPal
Credit Cards
Checks (NOT ACH)
PayPal: You may offer PayPal as a payment option for your clients as long as their
orders do not contain subscriptions.
1. Click the PayPal check box and select your PayPal email account in the drop-
down.
2. Click Edit to update the PayPal account, or click Add New to set it up.

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3. Simply enter your PayPal account in the PayPal Email Address field.
4. You may choose to hide PayPal as a payment option for those that purchase
subscriptions (recommended).
Credit Cards
1. Check the Credit Cards box and select a merchant account to use for all
transactions.
2. If you do NOT have a merchant account click Add New.
3. Depending on your Merchant account, you may need to require the CW2
code. If your merchant account requires this setting, you must enable it in
Infusionsoft.
4. Enter the names of the credit cards you accept in your business into the text
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Checks: Use this option if you wish to process an order WITHOUT charging a credit
card. This feature does NOT bill an order to a checking account, or use ACH
processing. It will only create an order with an open balance. You will need to
manually collect on the order.
When you enable this option, you will then need to enter in the following
information which will appear on the Checkout page before completing the order:
Once you have your desired settings, click Save.

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Shipping Options for the Shopping Cart
If the customer ships product to customers, shipping charges can be based on a
variety of criteria:
Weight-Based - Shipping is calculated on the combined weight for all
products being purchased (weight is set for each product individually).
Base and minimum shipping prices can also be set.
Flat-Rate - Shipping options (e.g., bulk, express, etc.) are associated with
fixed administrator defined rates.
Order Total - Shipping options (e.g., case, pallet, etc.) are associated
with administrator defined order totals.
Order Quantity - Shipping is calculated by charging a shipping amount
per item in the cart. This shipping amount per item is fixed for all
products though and does not vary from product to product.
Per Product - Shipping is calculated on the total shipping fee per
product in the cart. The administrator must set up a shipping fee for
each product that is to be shipped.
The shipping option is set by selecting the preferred shipping type in the drop-down.
Once the type is selected, you must click Save. The system will denote that option
as “(selected)” on the Shipping Management page.
Selecting the type will also give the administrator an option to set up the mechanics
for that particular shipping type. Once in the shipping type configuration screen,
shipping options are added through clicking the Create Shipping Option button.
Clicking the Create Shipping Option button will launch the Manage Shipping
Option dialog where the specific rules are configured. Some shipping types require
only one shipping option to be set. Others require multiple records.
Create a Flat Rate Shipping Option
1. Ensure you are logged in as a user with administrative privileges.
2. Hover over the Setup tab on the menu bar and click the Shopping Cart
hyperlink.
3. In Checkout, select Shipping Options.
4. Select the Flat Rate option in the drop-down. Click Save.
5. Click Edit some Flat Rate options to the right of the drop-down.
6. Click Create Shipping Option.
7. Give the Shipping Option a Name and Description (Example: Standard
Shipping).
8. Enter the Price.
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9. Decide if this shipping option is for International orders or not. Selecting Yes for
this shipping option will display only if the order is shipped outside your country
of origin.
Other Shipping Options
Create other types of shipping options by following steps 3-9; only select a different
shipping type.
Weight Based Shipping
If you calculate your shipping costs based upon the weight of your products, then
you will want to create shipping weight-based shipping options.
Q U I C K T I P
 Note: Various Shipping
Options within a shipping
system are utilized in most
instances as standard shipping,
priority, overnight, etc.

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Enter the Base Price -This is the starting point that your shipping will be
calculated at. For example, if your shipping option starts at a Base Price
of $3, your customer will be charged $3 plus the additional price per
pound.
Enter the Price Per Pound -The price per pound is calculated in addition
to the Base Price.
Enter the Minimum Shipping Amount - This is the minimum amount that
the total shipping costs can be calculated at. If total order shipping is
less than the amount designated in this field, then this is the amount
they will be charged. For example, if a customer's shipping charges
total $8 but your minimum shipping amount is $10, then the customer
would be charged $10 shipping.
The Weight Total To and From Amount allows you to have different shipping options
based on the total weight of the cart. That way you can charge a different
shipping option (price per pound) for each shipping weight range.
Enter the Weight Total From Amount - This is the minimum weight of total
shopping cart weight that will be considered to fall within this shipping
option. If the weight of the products falls below this weight then this
shipping option will not be given to the customer during the check-out
process.
Enter the Weight Total To Amount - This is the maximum weight of total
shopping cart weight that will be considered to fall within this shipping
option. If the weight of the products is above this specified weight, then
this shipping option will not be given to the customer during the check-
out process.
Decide if this shipping option is for International orders or not. Selecting
Yes for this shipping option will display only if the order is shipped outside
your country of origin.
Order Total Shipping
Create shipping options based upon the total dollar amount added to the cart.

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Give the Shipping Option a Name and Description (Example: Standard
Shipping).
Enter the Order Total From and Order Total To price, and then enter the
Price. For example, if an order totals $1.00 to $20.00 then the shipping
price would be $3.00.
Order Quantity Shipping
Create shipping options based upon order quantity.
Shipping).
Enter in the Base Shipping Price, Price Per Item and the Minimum
Shipping Price. For example, the Base Shipping Price is the starting point.
If you entered $3.00 as your base, then entered $0.50 per item, then a
customer that orders four items would be charged $5.00 for shipping. If
your minimum shipping price is set to 6.00 then the shipping would be
$6.00.
Per Product Shipping
Create an individual option for each product.

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Shipping).
Specify a price for each product.
Sales Tax
As the requirements to charge sales tax can vary depending on the different areas
companies transact business in, Infusionsoft provides the ability to charge sales tax
by country and by state.
As products are purchased, the appropriate sales tax will be applied to the order
when country and state are selected during shopping cart checkout. Sales tax rules
apply to both the Shopping Cart and Order Forms.

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Adding Sales Tax
1. Hover over the Setup tab on the menu bar and select Misc Settings.
2. Click on Order Settings on the left.
3. Select the Sales Tax tab.
4. On the Add a Sales Tax drop-down, select a state, city or country.
5. If you select Country or State, select the appropriate country/state from the
drop-down.
6. In the Percent field, enter the tax rate.
7. Click Save.
You will also see an option to compound the tax rates with the country rate when
setting up State/City tax.
Order Receipt Settings
Infusionsoft provides the ability to automatically e-mail the customer a receipt for
shopping cart orders. The e-mail template can also be customized as desired. You
can include or omit order information from the template.
Set up a receipt
1. Hover over the Setup tab on the menu bar and select the Shopping Cart
hyperlink.
2. In Checkout, click Receipts.
3. Ensure you have the Email a receipt.. box checked.
4. Use the Receipt template drop-down to edit the appropriate receipt template.
If you have Affiliates, you may configure a separate receipt for any orders that
are processed through them. All of your current Affiliates will be listed in this
drop-down. Selecting Default Template will allow you to edit the receipt format
for any orders not processed through affiliates.
5. Choose the email address that the receipt should come from, as well as an
email subject.
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6. Now you may use the editor provided to enter a Header and Footer. Your
receipt will take on the look and feel of your default theme.
7. Click the Preview Receipt link to see what your customers will see in their order
receipts.
8. Click Save to confirm the changes. You should see the edited text of your e-
mail template with a sample product order summary.
Pay Plans
If configured, Infusionsoft allows customers to pay via payment plan when
checking out in their shopping cart. Payment details can be configured such as
the number of payments, days between payments and the days until the first
payment
Finance charges can be also imposed on pay plans to increase revenue. Finance
charges can be captured through fixed amount or percentage of the order total.
Pay plans can also be configured to ensure certain order criteria such as date
range, promo code, product quantity, specific subscription program requirement
and order total are met before the pay plan can be selected.
Setting up a payment plan
2. In Promotions & Follow-up, click Pay Plans.
3. Click the Add a Pay Plan button.
4. Enter a Name and a Description for your Pay Plan.
5. Under the Finance Charge section there is a drop down menu for Type.
Decide if you want the finance charges to be a fixed amount or a
percentage of the order total. Percentage is recommended due to the
unpredictability of any given customer's order total. The amount you enter
here will be added in addition to the order total. If you place a zero here, the
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customer will not be charged any additional costs to take advantage of using
the pay plan.
6. Under Amount, in accordance with the payment type you selected above,
enter either the dollar amount or the percentage.
7. Now, set the Number of Payments.
8. Select the number of days between payments.
9. Select the number of days until start. Leaving this number to zero will cause the
first payment amount to be charged immediately. Different uses of this box
include, for example, giving a special where the first 30 days are free.
10. Select the Merchant Account you want this pay plan to be processed through.
11. If the merchant account selected above is different than your default
merchant account (in Themes and also required settings) than you may
override your default merchant account.
12. Select whether or not you wish to auto-charge the pay plan. This means that if
for some reason the card fails, Infusionsoft will automatically attempt to
recharge it.
13. If you selected Yes, set the number of days between attempts to recharge the
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14. If you selected Yes in step 12, set the maximum number of times Infusionsoft will
retry the charge.
15. Click Save.
Your pay plan will now be available for selection in your shopping cart when your
order criteria are met.
Adding Criteria
Once you have created your shopping cart pay plan you can set up additional
criteria. There are five different criteria from which you are able to base the pay
plan. They are:
Date Range Criteria -when a customer places an order by a certain
date, then they are eligible for the pay plan
Promo Code Criteria -when a customer enters a promo code (given by
you) during check out they are eligible for the pay plan
Product/Qty Criteria -when a customer purchases a particular product
or quantity they are eligible for the pay plan
Subscription Program in Cart -when a customer purchases a particular
subscription they are eligible for the pay plan
Order Total Criteria -when a customer places an order that totals a
certain specified amount they are eligible for the pay plan
You can use any of the above criteria in conjunction with one another as well. For
instance, you can offer a pay plan if a customer enters a promo code AND orders
by a certain date.
To create criteria:
1. Open up an existing pay plan, or create a new one.
2. Scroll down to the bottom of the page, and you will notice the Criteria section.
Click Add Criteria.

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3. Select one of the five criteria mentioned above. For this example, let's add a
Promo Code.
4. Select Promo Code Criteria from the drop-down.
5. A pop-up window will appear; enter in your promo code and click Save.
6. Now you have Promo Code as one criterion. Perform the same steps as above
to add more.
Discounts, Trials and Upsells
Infusionsoft provides functionality to offer discounts, trials and upsells to customers
that purchase through the shopping cart. In addition to offering the various types
of discounts, criteria may be required for customers to qualify for the offer.
The types of discounts, trials and upsells that are supported are:

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Order Total Discount – the discount (amount or percentage of order) is
applied to the order total.
Product Specific Discount – the discount is applied only to the specified
product.
Subscription Program Discount – the discount is applied only to the
specified subscription program.
Shipping Discount – the discount is applied to the cart shipping total.
Subscription Program Free Trial – this option allows a customer to order
and download a subscription program and waits the number of
specified days until the charge is applied.
Upsell – this option presents an upsell item in the shopping cart in the
location specified and at the price specified.
Multiple criteria may be applied to any of the discounts, trials and upsells. The
following types of criteria may are available:
Date Range Criteria – specify start date and end date.
Promo Code Criteria – specify a specific code to be entered.
Product/Quantity Criteria – specify a specific product and the minimum
quantity for the product.
Subscription Program in cart - specify a specific program and the
minimum quantity.
Order Total Criteria – specify greater than or less than a number.
Create an upsell
1. Hover over the Setup tab on the menu bar and click the Shopping Cart
hyperlink.
2. In Promotions & Follow-up, select Discounts, Trials & Upsells. Click the Add New
dropdown and select Upsell.
 Name:
 Upsell Product: This is the product you will offer your customers at a
discounted price, once they meet the criteria you set.
 Type: You can either set a check box or an Add to Cart button. When a
customer meets the upsell criteria (i.e. enters promo code, orders a
certain product, etc) then they will have the option to add the upsell
product into their cart via check box or button.
 Description: Your customers will see this description!
 Placement: Decide where the checkbox/Add to Cart Button will go on
the Shopping Cart. You have three choices, Area 1, Area 2 or Area 3.
 Upsell Price: This is the discounted price.
4. Click Save.
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5. After the Criteria section appears, Click the Add Criteria dropdown and select
your desired criteria.
Shopping Cart Action Sets
The Action Sets option in eCommerce allows actions to be attached to common
purchase actions. Action Sets can also be fired upon the purchase of any specific
product or subscription program. In addition to the product or program specific
purchases, action sets can be fired upon the following events:
On Login (Multi-Step Cart) –set a series of actions once a customer logs
into the shopping cart. This will only work if you have your shopping cart
set to "Multi-Step"
Contact Creation- actions to run when the contact record is created
Successful Purchase Action- once a purchase has been made, and
the charges have run successfully
Failed Purchase Action- actions occurring when a credit card has
failed
Error Purchase Action- actions occurring when an error occurs, i.e.
merchant account failed
Action sets can be created directly from this area or can be reused if already
created for other uses or follow up sequences.
Applying an action set
2. In Promotions & Follow-Up select Purchase Actions (tagging, etc).
3. Click any of the Actions buttons for the different products, or select the Actions
button next to one of the default settings
4. Setup your actions and save.
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Test the action set
1. Go back to the Ecommerce settings and click Preview Storefront.
2. Select a product and add it to your cart. .
3. Begin the checkout process.
4. Fill out the required fields and click Continue.
5. In the Select Payment Method screen, enter the following information:
 Credit Card: Visa
 Credit Card Number: 4111111111111111
 Month: 01
 Year: 2011
6. Click Continue and then click Place Order. (Make sure that your Merchant
Account is in Test Mode)
7. Click Finished in the order summary screen.
8. Check your record to ensure all actions ran appropriately.
Pay Per Click Tracking
Infusionsoft allows you to enter pay-per-click conversion codes from various search
engines into the thank you page of your shopping cart and your order forms. This
will allow you to track conversions from the different providers that you advertise
with.
By setting your pay-per-click functionality up, the correct HTML code will be added
to your shopping cart and order forms. Once customers click over to your
cart/order form from a web advertiser, those conversions will be aggregated and
seen in the reports you can review from your web advertisers.
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Setup of the pay-per-click functionality requires action in the accounts you have set
up with your web advertisers as well as within Infusionsoft.
1. Go to your specific web advertiser(s) and find your conversion tracking code
(will vary by advertiser).
2. Copy your conversion tracking code into a text editor (to eliminate extra html
code that may be captured in your clipboard).
3. In Infusionsoft, hover over Setup and select Shopping Cart.
4. Click Other Settings in Checkout.
5. Scroll to the bottom of the page and enter your code into the Pay Per Click
box.
6. Click Save.
Over time, the conversion will be recorded and then you will see them in the reports
provided by your web advertiser(s).
You can also implement code in this area to allow Google Analytics to integrate
with Infusionsoft. This allows you to get further information regarding your sales
conversions. As with the pay-per-click information, you will still need to go to your
Google Analytics reports to see results.
The mechanics are the same: Append your Google Analytics code to any pay-
per-click code you already have entered in the field. There is some code
optimization that can be done.
PayPal
Infusionsoft provides the ability to use PayPal to process payment. PayPal accounts
function differently from a normal merchant gateway. They can only be used in the
online shopping cart and payment is not actually processed through Infusionsoft.
Customers are routed to PayPal for payment processing and then back to their
Infusionsoft cart.
Add a PayPal Account
1. Hover over the Setup tab on the menu bar and select Misc Settings.
2. Click the Order Settings hyperlink.
3. Click the PayPal Accounts tab.
4. Click the New PayPal Account button.
5. In the Manage PayPal Account window, enter your PayPal email address in
the PayPal Email Address field.
6. Select the currency type you want PayPal to use for transactions (if you do not
set this option, the currency set in your Order Settings will be your default)
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If you have a Website Payments Pro Account with PayPal, and will be using PayPal
Express Checkout, you will need to continue on to the PayPal API settings.
7. You will need to generate an API certificate. To do this you MUST have a
PayPal Business or Premier account. Follow the directions in the next section to
learn how to generate a certificate.
8. Contact PayPal for the following information:
a. Api Username
b. Api Password
c. Key File
d. Key File Password
9. Set the account in Test Mode until you are ready to go live with it. Then switch
to Live Mode when you are ready to start selling.
10. Click Save.
Note: PayPal integration does not support auto-charging of recurring orders or
payment plans. Recurring invoices need to be billed manually.
Generating a PayPal API Certificate
If you are using a PayPal Business or Premier account, or need to use PayPal Express
checkout, you will need to generate an API Certificate for seamless integration with
Infusionsoft.
1. Login into your existing Business or Premier PayPal Account, or create a new
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2. Click the Profile tab in the My Account sub-menu.
3. From the Profile Summary page, click API Access under the Account
Information header.
4. From the API Set-up page, click Request API Credentials in the right-hand box.
5. On the Request API Credentials page click the button next to Request API
certificate.
6. Click Agree and Submit.
7. The Download or Remove API Certificate page displays your API credentials
and allows you to download your API certificate.
8. Save the values for API Username and Password.
9. Click the Download Certificate button. You are prompted to download a file
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10. After you have downloaded your file, login to your Infusionsoft account and
go to the Fusebox.
11. Create a new Case to have Infusionsoft encrypt your Paypal Certificate.
Make sure you attach the file you downloaded in step 9 to the case.
12. We will email you with the appropriate file needed to complete the setup
of your PayPal account.
Shopping Cart Themes
Infusionsoft provides extensive ability to customize your storefront and cart through
the use of custom themes and Cascading Style Sheets (CSS). In addition to
specifying general settings for a theme, the system allows you to change header
and footer HTML content, the images used in the storefront and shopping cart, the
CSS used and also gives you access to many specific areas in the storefront and
shopping cart.
The Infusionsoft storefront and shopping cart support multiple themes and can link
each theme to different affiliates. This provides the ability to represent your
storefront and shopping cart in many different ways, whether it is for specific
marketing purposes or to maintain consistency with your various affiliates.
Theme Customization
Matching the look of a storefront and shopping cart to a specific website is a task
that depends heavily on the way that the site itself is designed. What technologies
are used in the site? Is it a CSS based site? Is it a pure HTML site? The answers to
these questions will determine what you will need to do to customize your
storefront/shopping cart.
You do not need to be a full time web developer to do this either. Depending on
the website, it could be as simple as copying some lines from the page source of
an existing website page.
There are 2 primary areas in Infusionsoft to begin with when trying to match the look
of your storefront/shopping cart to the site.
Both exist within the cart theme entity:
Header HTML - If you are looking to change the layout of the page itself,
the Header HTML in the cart theme is going to be the first place you go.
Injecting some simple HTML into the header can change the entire
structure of your storefront / cart. You can also embed styles here or link
to external style sheets.
Stylesheet/CSS – Infusionsoft uses CSS in the generation of its own
storefront and shopping cart. In order to keep the look of these
consistent with your website, you will need to determine which styles are
used where in the storefront / cart and then edit the style sheet section
(in the cart theme) for these elements accordingly.
Customizing Header HTML
When looking to customize the appearance of the storefront and shopping cart,
the first place to start is with the Header HTML section. By injecting a few lines of
HTML, the storefront / cart can be sized, centered and formatted.

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The Header HTML will also be extensively used when formatting the storefront and
cart to match a customer‟s website. If the site is built without CSS, matching the
appearance will likely involve copying some lines of the page source from the top
of the page and translating relative links into absolute links. As the storefront and
cart exist on a different website (http://x.infusionsoft.com/cart/), paths in the
original site pages need to be translated so they can be resolved from the new
location. For example, instead of a link specifying navigation from the current
page as a starting point, it will need to fully qualify the page/asset path as it will be
coming from a completely different website (infusionsoft.com).
 As an example:
 <li><a href="/contact-us.html">Contact Us</a></li>
 will need to be translated into
 <li><a href="http://infusionhealth.weebly.com/contact-
us.html">Contact Us</a></li>
If the site is built with CSS, the Header HTML section is also used to facilitate this
(whether it be through linking to an external style sheet or copying embedded
styles into the head tag).
Create a look and feel for the storefront and cart
2. In Theme, select Theme Gallery.
3. Click Add Theme.
4. Name your theme, and click Add Theme.
Now you are ready to edit the look and feel of the cart theme. When you save the
theme, you will notice a few gray tabs at the top. They are:
Stylesheet (CSS)
Header & Footer
HTML Sections
Images
Settings
Stylesheet (CSS)
This next tab is the Stylesheet/CSS (if you are not familiar with CSS, here is a good
resource). Adding a style sheet will set the fonts and color schemes throughout the
cart and storefront. If you are a seasoned CSS expert, you can use this article for a
Build it!

226
guide to the different placements for each class.
Header & Footer
The Header & Footer tab should contain the HTML code from your website. Your
website header and footer should match this section. It is vital to give your
customers the impression that they never leave your site!
HTML Sections
In the HTML Sections tab you can add code for each section in the storefront and
the cart.
Here is a guide to each section in the storefront:
Top and Bottom Category HTML are displayed on the storefront homepage

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Left HTML
Click on a category, and view the Top and Bottom Sub Category HTML

228
Click on a subcategory (should be one where you have multiple products) and
notice the Top and Bottom Product Listing HTML.
Click on a product and notice the Top and Bottom Product HTML

229
The cart has three different areas that you can customize:
To see where the areas are located, click the corresponding link at the top of this
section.
Images Tab
In the Images tab, upload individual images for each button in the cart and
storefront. Simply click Edit next to each image you wish to change. Upload an
image already stored on your computer.

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Settings Tab
The Settings tab contains information on the layout type for the billing and shipping
address in the cart, destination pages for your customers to continue browsing your
storefront, and Thank you/Finished Shopping pages.
Example of Vertical Layout upon checkout:

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Example of a Horizontal layout:
5. Choose your layout type.
6. Select a merchant account from the drop-down menu if it is different than the
one selected in Other Settings.
7. Specify where the customer should be directed to if they click the Continue
Shopping or Finished buttons in the cart. If the Thank You URL field is left blank,
by default the customer will see a final "Thank You" page after submitting the
order.
Return Shopping

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Thank you (must click Place Order to see the Thank You page)
Finished
Decide whether or not to hide the Continue Shopping button and the Promo Code
field.
When you have your theme ready to go, you will need to test it. Make sure you
select Use This Theme. Log out of your application, then log back in to start a new
session. Or you may just open up a new browser.
Storefront Layout
Organizing your products and services is vitally important when setting up or online
storefront. You have three decisions to make when creating your layout. How the
products will be organized, how the products will be presented, and whether or not
a customer may enter a search manually for a product.

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Setup your Storefront Layout
2. In Theme, select Layout Settings.
3. Depending on the number of products and subscriptions you sell, you may
want to use categories and subcategories for your Shopping Cart layout. You
have three options:
Category>>Subcategory>>Product
Category>>Product
Product
Category>>Subcategory>>Product: A customer would select a category, then a
subcategory, and then their desired product.
Category>>Product: A customer would choose the category, then select the
product they wish to purchase.
Just Products: A customer would find the product on the page and then add it to
their cart for purchase. This method is not recommended if you have more than 15-
20 products.
4. After you decide the product organization on your storefront, decide how
may products you wish to display per row. You may display up to 6 products
per row as shown below:
5. You may also allow your customers to search for a product by entering all or
part of a product name into a search box.
6. Make sure you save your changes when finished!
Apply a Cart Theme
2. In Catalog Management click get links to your products & subscriptions.
3. Use the Theme to use drop-down to select the theme you would like to use as
well as the checkout type to use.
4. Save your settings.
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NOTE: Changing the Theme and clicking the Bundle Link URL changes the theme
that will be used whenever you navigate to the storefront / cart while in this session
of Infusionsoft. This includes when navigating to it from outside Infusionsoft.
Using the Link Generator Theme functionality will override any other settings during
the current session. For example, even if you change your default theme after the
override to something else, you will still see the override theme in place in this
Infusionsoft session until you perform another theme override.
NOTE: Performing the Link Generator Theme Override does not change the theme
permanently or from any other machines. Once your session of Infusionsoft has
ended, your storefront / cart will use the theme that is specified as the default
theme.
Cascading Style Sheets
As has been mentioned the Infusionsoft storefront and shopping cart have been
built using CSS. All elements of the storefront and cart have styles associated to
them that can be changed without affecting content.
With storefront and shopping cart being constructed using CSS and the proliferation
of CSS across more and more websites, it will be helpful to understand some basics
regarding the way CSS work.
In case you are not familiar with CSS, a very good illustration of what can be done
with CSS can be found at: http://www.csszengarden.com/. You can click the links
for different style sheets and see the same content rendered in radically different
ways.
If you have not worked with CSS in the past, some possible places to start might be:
http://www.w3.org/TR/html401/present/styles.html
http://www.w3.org/Style/Examples/011/firstcss
http://www.w3.org/MarkUp/Guide/Style
CSS styles (color, font, border, background, positioning, etc.) are applied to HTML
elements. They are applied in 3 ways:
External style sheet – a separate .css file exists on the website that pages
refer to. This can be very helpful as you can use the Header HTML
section of your theme to link to this pre-existing style sheet
Embedded styles – styles are specifically set in the HEAD section of a
webpage. If a webpage is built using embedded styles, they can be
copied into the Header HTML section of your theme.
Inline styles – adjustments made within the specific HTML element in the
BODY section of the webpage.
Mirroring the Website – Tips and Tricks
Now that we have done a simple example of reformatting the storefront / cart, we
can look at matching storefront / cart appearance to a website.
Some typical steps in the process may include:

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Find a page on the website you want to match.
 TIP: Typically choose a page with a standard layout – often
other than the home page.
View the page source (View > Page Source) from the menu.
 TIP: Firefox is a great tool to use in this process as there are
many built in tools and many excellent extensions that can
make this process much easier.
Determine where the content begins on the page and which portion of
the page you would like to include in your storefront / shopping cart.
Copy the code for that header portion into a text editor or web
development application.
Determine if CSS is used. Look for a <style> tag or a link to a .css file.
Determine whether the page is linking to an external style sheet or using
embedded styles.
If linking to an external style sheet, determine the absolute location of
the style sheet and update it.
 TIP: The Firefox Web Developer extension will give you a fully
qualified path (absolute path) to the external style sheet(s)
by choosing CSS > View CSS from the original web page.
(https://addons.mozilla.org/en-US/firefox/addon/60)
If using embedded styles, you should see them noted in <style> tags in
your <head> section.
Translate relative links (to external style sheets, navigation pages, image
assets, etc.) into absolute links.
 Often once you have worked out the absolute path of the
external style sheet, you will be able to deduce the
absolute path of other items through
comparing/contrasting it to the specified directory structure
of the other assets.
 If there is no external style sheet to derive an absolute path,
it may take some trial and error.
Adjust the styles in your cart theme style sheet to match the
appearance of the existing website you are matching.
TIP: Some great tools to help do this are:
 CSSViewer Firefox extension – After installing this extension
and putting it on the Firefox toolbar, toggling this button
allows you to hover over web page elements and get a
popup window that displays their CSS properties. This is
helpful when viewing the website to be mirrored in that it
shows what values can be used in the Infusionsoft theme
style sheet styles to make mimic the website appearance.
This is also helpful when viewing the Infusionsoft storefront
and shopping cart in that it helps identify what styles are
actually used on the storefront and cart and where.
N O T E
When we speak of hot
linking (translating relative
links into absolute links) to
assets (style sheets, images,
etc.), we assume you are
linking to yourself/corporate
owned website.
It is bad practice to hot link
to another website‟s assets
and opens you up to the
possibility of embarrassment
and/or IP infringement.
Some sites use randomly
generated file names and
your hotlink can end up
displaying something very
different from what you
initially set up.

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 ColorZilla Firefox extension – After installing this extension,
you will see an eyedropper button in the bottom left corner
of the Firefox application. Clicking the eyedropper enables
it and then hovering over different screen elements will
show colors in RGB, HTML and other formats.
 TopStyle Lite – TopStyle Lite is a free inline style editor that
can help display the different properties that can be
applied through a style. Once the program is installed, add
a New Selector and then click between the brackets to see
the style options in the right pane. On occasion, the style
syntax may have to be adjusted somewhat to function
correctly in the Infusionsoft style sheet but it is a good
starting point.
(http://www.bradsoft.com/topstyle/tslite/index.asp)
Generate Links for Shopping Cart Product Bundles
In addition to overriding the default cart settings within a given Infusionsoft session,
the Link Generator provides additional functionality. Through it Buy Now links can
be generated that can be used on a website or within marketing campaign
materials (e-mails, landing pages, etc.). Buy Now links can also be generated for
bundles of products/subscription programs.
Using the Link Generator
2. In Catalog Management, click get links to your products & subscription
programs.
3. Notice that each product has a corresponding link. These links can be inserted
on your website, in order to direct your customers to make a purchase. Use
these links if you will NOT be using the Infusionsoft Storefront. Simply click Copy
next to the links you wish to add to your storefront (if you do not have access to
your website, but employ a webmaster, send these links to your webmaster).
4. If you wish to create a bundle of products, click Add next to each
product/subscription. Bundling products allows you to offer two products
together in the cart. This option DOES NOT change the price or apply a
discount. Discounts need to be setup elsewhere.
5. Once you add your products, decide the quantity of each item you would like
to offer.
6. As you bundle your products, you should notice a link appearing at the
bottom of the page. This URL is where you would direct your customers to, in
order to make a purchase.
Other Options:
7. Choose a Multi or Single-Step check out process.
8. Select a different Theme (look and feel) for this bundle.
9. Decide whether or not you wish to lock the items in the cart. If you check this
box, the bundle cannot be removed from the cart during a session.
Build it!
N O T E
 The default behavior of
the Product Link adds 1
item of the specified
product to the shopping
cart. If there are other
items currently in the cart, it
will be added to them.

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10. When a customer selects this bundle, you can clear all other items that may
have already been added in the cart.
11. As you make your selections, the link at the bottom of the page will be
updated.
OrderSettings
In Infusionsoft, the administrator has the ability to configure options that dictate the
way orders and products are handled. These settings need to be configured to
support the business. To find the Order Settings, select Setup on the main menu,
then Misc Settings and choose Order Settings from the left navigation.
The main categories of order settings are:
Countries
Default Country-set your default country.
Countries-highlight all countries you will do business in.
Products and Subscription Programs
Run Purchase Orders on Actions- Use this setting to manage the actions
for all ONE-TIME products (no subscriptions). If set to "Yes", then the
actions that are set in the Shopping Cart actions page will run on any
order the product is purchased from. This includes manual orders,
Shopping Cart orders, and any order placed using Order Forms.
Families- create product families to organize the different products and
subscriptions you sell. Type in each family in the text box provided.
Product Options
Promo Codes – used to track lead sources driven from order form
purchases. Do not apply to shopping cart of the store front.
Enable Product Packages – used to bundle multiple products together
for purchase as a set. In Order Settings, this setting enables/disables the
use of packages.
Track Inventory – used to enable tracking of inventory of products.
Once enabled, inventory can be added manually at the product level
and then purchases will decrement the product inventory. In Order
Settings, this setting enables/disables the use of inventory tracking.
Product Unit Cost Tracking – used to track product cost. When
enabled, a unit cost may be entered against a product. Infusionsoft
reports can then report on income versus cost.
Billing Options
Currency Locale – used to support English billing terminology in US, UK or
ZA locales.

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Payment Types - Type in the various payment types. For example, if
someone mails you a check, you will want to be able to note on an
order how the payment was processed.
Default Autocharge - Selecting Yes would enable Infusionsoft to
automatically charge for a monthly subscription. By default Yes will
always be selected and it is a good idea to leave it this way.
Default Charge Tax? - Decide if by default you wish to charge tax on
Order Forms and the Shopping Cart. Keep in mind that if you have a
product that is NOT set to include tax, that will override this setting.
Default Merchant Account – as Infusionsoft can support the use of
multiple merchant accounts, this setting allows the specification of the
default account.
Default Max Retries – used to configure the maximum number of times
a charge should be attempted by the system when encountering
failures.
Default Number of Days Between Retries – used to set the number of
days the system should wait before it attempts to retry the credit card
charge.
Include Country on Invoices – used to support doing business
internationally. If left set to “No”, the country value will be left off
invoices.
Include Country on Invoices? - decide to include the country on an
invoice.
Allow a Payment to be Split Between Invoices -By changing this to Yes,
you can apply one payment over multiple invoices.
Show Payment Interface in Orders Tab -Selecting Yes will allow you to
see all payments made when opening up the Orders tab within a
person's record.
Group charges by Contact? -You can organize all charges around a
Person's record or through the Company record.
Days to wait before Autocharging -When a recurring order is processed
in the system, you may set the number of days it takes until the credit
card is billed.
Email Invoices upon successful auto-charge? -You may set the system
to automatically email your customers an invoice as soon as an
autocharge successfully completes.
Delay Billing of subscriptions? -If a subscription does not have a free trial
associated, then you can choose to include the amount of the
subscription with all other items in the shopping cart or an order form, or
you may exclude the subscription from the final total.
Reset failed autocharge attempt counters when Credit Card changes?
-If a credit card has failed numerous times, Infusionsoft will retry a certain

239
number of times, as specified in items 5 and 6. If said card is removed
and updated with a new one, those attempts will start over again if the
new card fails.
Don't autocharge invoices that have been outstanding for more than -
You can stop auto charging old invoices within a certain time frame.
The options you have are: 1. 3, 6, 9 and 12 months.
Time frame between duplicate orders (Order Forms) - In this field you
may specify how much time can pass by if a person places two of the
same exact orders ONLY from an Order Form. If a person orders a
product from an order form, and then decides to order the same
product within 10 days, the system will allow this to happen, because of
this setting. You may choose days, weeks, months, or years from the
drop-down.
Credit Card
CC Types - Type in the different credit card types you accept.
Allow Maestro Cards? -UK customers may use Maestro Cards. By
checking Yes, "Maestro" will appear in the CC Types box.
Update Credit Card Page Header/Footer/Thank You -You may allow
your customers to update their credit cards online. Design a header,
footer and Thank you page. These pages will appear to the customer
as they update their information.
Clicked Update Credit Card Link -You may create your own set of
actions every time someone clicks the Update Credit Card Link.
Updated Credit Card via link -You may create your own set of actions
every time someone actually finishes updating their credit card
information.
Notification
Email Address – used to configure which e-mail address order
notifications are sent to (such as merchant failures).
Merchant Failures Before Notification – used to configure the number of
consecutive merchant failures before a notification e-mail is sent.
Skip Action Info on Order Notification – used to determine whether
action sequence details are sent in order notifications.
Chargeback Disputes
When a merchant or credit card company reports a chargeback on your
account, the system captures a screenshot of each order so that the disputed
order info can be sent to the merchant. These settings allow further customization
of the template text that is sent to merchants.:
Chargeback Dispute Top Text – used to add text that will appear
above the screenshot of the disputed order information.

240
Chargeback Dispute Single Step Text – used to add text that will
appear on the template when the single step shopping cart is used for
checkout.
Chargeback Dispute Multi Step Text – used to add text that will appear
on the template when the multi step shopping cart is used for
checkout.
Fulfillment
Service Orders – used to determine whether additional service details
(such as service end date, order serial number) are included with order
info.
Ship Orders – used to determine whether
additional shipping details (such as ship
date, ETA, receive date, carrier and
tracking info) are included with order info.
This is typically enabled if companies ship
their own orders.
Shipping Unit – used to determine the
measurement unit that will be used to
describe and calculate shipping charges.
Invoice
Default From Address -when emailing invoices to customers, you may
specify the default from address.
Default Email Subject - Specify the default email subject.
Default Email Body -Type in text that should be included whenever an
invoice is emailed to a client.
Triggers
When an autocharge attempt is made – used to configure actions that
will be triggered when an autocharge attempt is made for an order.
Action sets can be triggered upon success or specific failure attempt.
When a credit card is going to expire – used to configure actions that
will be triggered to run on a predetermined number of days before or
after card expiration. Different action sets can be created for different
card types and statuses.
OrderReports
Infusionsoft provides a variety of order reports to enable you to track data
regarding orders, payments, receivables, etc.
Data that the reports are run against can also be filtered using a variety of criteria.
When a report is pulled up, you will see search criteria specific to the selected
report.
Q U I C K T I P
Note: There is no
integration included in this
feature and it does not provide
any tracking functionality.

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The order reports are:
A/R Aging Report - shows the amount of money that customers owe to
your company. The report groups the amount owed by the number of
days outstanding (e.g. 1-30, 31-60, 61-90, etc.).
Subscription Program Retention Summary - shows you the retention
rates of your subscription programs as well as the total amount that you
have billed for each subscription program.
Monthly Sales Totals - allows you to view the total number and amount
of your sales on a monthly basis. You can define additional criteria to
limit the results in your report. This report is very helpful if you would like to
see how successful you have been in producing sales in a given month.
Daily Sales Totals - allows you to view the total number and amount of
your sales on a daily basis. You can define additional criteria to limit the
results in your report. This report is very helpful if you would like to see
how successful you have been in producing sales on a given day.
All Sales - allows users to view and perform actions on all of all the
sales/invoices that you have generated for a specified time frame. The
following columns can be adjusted: Id, Sale, Name, State, Aff(iliate),
PromoCode, Source, InvTotal, Balance, Date.
All Sales (Itemized) – breaks down each order transaction to show all
the different parts of a transaction (product, shipping, etc.) and how
much money each of those parts contributed to the total of the order.
Monthly Receivables - allows you to track the money that is due to you
from each month. You can specify criteria to limit the receivables that
should be included in this report or view all receivables. This report is
extremely helpful to you in ensuring that you are able to reconcile
accounts that are due.
Daily Receivables - allows you to view the payments that were due on
a daily basis which have not been paid. Will allow you to see the total
number of payments due and total amount due for each day you
specify.
All Receivables - allows you to view the payments that were due on a
specific date which have not been paid. This report is helpful because it
allows you to analyze which of your accounts are past due and which
should be collected on.
Monthly Payments - allows you to view the number and amount of total
payments in a given month. This report gives you an overview of
incoming payments on a monthly basis. Using this report will help you
analyze the payment activity that is occurring monthly.
Daily Payments - allows you to view the number and amount of total
payments on a given day. This report gives you an overview of
incoming payments on a daily basis. Using this report will help you
analyze the payment activity that is occurring for you daily.

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All Payments - allows users to view details of payments on individual
orders. This allows you to view outstanding balances and attempt to
reconcile accounts. This report is extremely helpful in accounting for
sales and payments within a specific period of time.
Net Income - allows you to view the net income of your sales on a per-
invoice basis. You are able to define criteria for the type of invoices you
would like to see and find out your net income on those invoices after
commissions have been paid. This is helpful for letting you assess the
profitability on each sale you make.
Product Net Income - provides you with information on the net income
you receive as a result of the sales that have been made within a given
time period. This report shows you the total amount sold of a product
and the commissions which have been paid out. The resulting balance
is the net income for the product.
Leadsource Income - allows you view the income you have generated
in a certain period of time for each lead source. This report provides you
with information on the number of people, number of orders, total sales,
and average total sales. This report is extremely helpful in determining
which lead sources are most profitable in a specific time period.
Monthly Sales/Product -allows you to view the number of sales per
product in a given date range. Although this report was designed to
allow users to see monthly sales numbers, users can define any date
range. User can also view the specific orders for a given product.
Total Customer Value - shows what has been purchased, how much
has been paid, and the average transaction total.
Revenue Forecast -allows you to view reporting on Cash Flows. For a
specified date range, you can view the recurring orders and payment
plan items that are scheduled to be billed. Essentially, if you want to
know how much money you are supposed to collect yesterday,
tomorrow, last week, next week, last year, next year, etc. this report will
show you.
Failed Autocharges -allows you to view the details of charges that were
unsuccessful within a specified date range. This report also allows you to
run actions based on the report results.
Credit Card Report -allows you to search for and view data about the
credit cards in your application. Users with appropriate permissions can
edit credit card details and view their status as well as any charges
which have been run or have failed on the card.
One-time Orders - provides you with details about the orders that have
been processed in Infusionsoft. One-time orders include any order
which is not part of a recurring order. This report allows you to view
information regarding the order details such as the invoice total, the
amount paid, the balance due, and other information about the orders
you are searching for. This report is especially helpful if you would like to
see the details of one-time orders that share specific characteristics.

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Credits Issued Report – use this report to find out how many credits have
been issued to an invoice containing a subscription. You may narrow
down your results by date, how many billing cycles have been credited
and the user responsible.
Digital Product key Report - use this report to keep track of all digital
licenses you have assigned and unassigned. You will need to keep
track of these keys, and make sure you always replenish your software
keys so they never run out.
FulfillmentReports
Fulfillment reports can be created that can be sent to fulfillment houses or assigned
internally to system users for processing. On each fulfillment report, the user will
select which products or subscription programs will be included when the report
runs, how the report is delivered (assigned to a system user, or e-mailed) and when
the report will be delivered (specific day of the week, regular delivery every x days
or when there are a certain number of items to process).
Fulfillment reports can also be routed to a user for approval prior to delivering the
report for processing.

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Notes

O P P O R T U N I T I E S A N D T H E S A L E S P I P E L I N E
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10
OrderProcessing,Billingand
Collections
In this chapter you will learn about the accounting and order
management features of Infusionsoft.
OrderHandling
Infusionsoft is built to handle multiple online sales; however you may also manually
enter orders and subscriptions. If your business model does not fit into the "online"
mold, you can still easily enter orders and track revenue.
You can create an order in a few different places:
From the top Navigation Menu
From the Person Record
Opportunity Record
From the Company Record
Creating an order from the Person/Opportunity/Company Record
2. Once you find the person, click on the Orders tab located on the bottom half
of the record.
 Order Handling
 Refunds/Chargebacks
 Credit Card Handling
 Payments
 Invoices
T O P I C S

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You will see four sections under the order tab:
Credit Cards -add credit cards here (this is required if you are adding
a subscription)
Recent One-time Orders -any orders containing products are listed
here
Subscriptions -subscriptions are listed and added here
Recent Recurring Charges -invoices are generated and listed in this
section
3. For this example, we will create a One-time order. Click on Add Order if the
order contains multiple items (If you are creating an order with only one item,
you can select a product under the Quick Sale drop-down as shown below).
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Quick Sale
4. You can enter the details manually, or you can choose an order form that is
used for online sales.
Here is a brief explanation of each section:
Person Information -this section contains information about the
customer.
Order Information -order date, promo codes order type, order status,
notes and the referring affiliate (if you have the affiliate module) are
contained here.
Source Information -if you have purchased the affiliate module, affiliate
tracking information will be contained here such as: IP address, the
affiliate code, etc.
Order Items -add your order items here (you will not be able to add any
order items until you save the order).
5. Once you have entered in the order details, click Save.
6. Now you can add your order items. Click Add Order Item.
7. Start typing in the name of one of your products (products must be set up
ahead of time for this to work) and a list of matching items will appear.
N O T E
When adding a quick sale
order, you can choose
whether or not to add sales
tax.

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8. When you select the appropriate product from the drop down, a green check
will appear.
9. The item name, description and price will automatically be populated. You
can then select a type from the drop-down and adjust the price and quantity
if necessary.
10. Enter any notes and then click Save.
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If you would like to add sales tax, click on Add Sales Tax button.
The tax amount will display as another order item. You must have your tax rules set
up first in the Order Settings for this to work.
To add an order from an Opportunity Record, and a Company record, follow the
same steps above. If you would like to add an order or subscription from the top
navigation:
1. Hover over Orders.
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3. Type in the name of the person associated with the order and click Search.
Select the person from the list if necessary.
4. Follow the steps to adding an order as listed in the previous exercise.
RefundsandChargebacks
At times you may need to process a refund for a client. Infusionsoft allows you to
process refunds through a merchant gateway. There are three options:
Void -Use this option when funds have not already been cleared from
the client's credit card. The refund would not appear on the client's
credit card statement. Keep in mind, Infusionsoft does not know when
funds have or have not cleared, so this is something you would need to
manage.
Credit -If a payment has already cleared the client's credit card, you
would issue a credit. The client will then see the original transaction on
their card, and the refund.
Manual -Issue a manual refund if your payment gateway has already
refunded money to your client, or if the order was paid for by
check/money order. This option is best suited for the times you want to
record a refund that has already occurred.
Process a refund
1. Hover over Orders at the top navigation menu.
2. Select Process a Refund.
3. Search for the person who needs a refund.
4. Select the invoice to refund from the drop-down. Click Next Step.
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5. Check the Refund box and make any adjustment to the Refund Amount. You
must also enter a reason for the refund in the box provided.
6. Click Next Step. The next page will allow you to select a payment gateway. If
none is set up, or if it is not set up correctly, you will see this message:
“There are no payments that can be refunded automatically through a gateway"
7. If you have your merchant gateway set up correctly you will then be able to
process the refund through the gateway. Select whether you wish to "void",
"refund" or process a "manual" refund. Infusionsoft has no way of knowing
whether or not a payment has cleared a card and if you try to void a charge
that has already occurred, you may receive an error.
8. Decide how you want to handle the errors. If an error occurs on a
chargeback, you can still record the refund in Infusionsoft and contact your
merchant gateway separately. Or, you can choose to skip it. The refund will
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9. Let's choose to issue a refund for our example. You can choose to reduce the
refund amount. (This is only available on the "refund" option from the previous
page.)
10. You can the refund the Affiliate commissions (if you have purchased the
Affiliate Module). The affiliates will not receive payment for those refunds.
11. Click Next Step.
You will then see the results of the refund.
Chargeback Dispute
A chargeback occurs when a customer disputes charges incurred from a vendor
from their credit card. Most times, the disputes are legitimate, especially if the credit
card in question has been stolen or compromised. But some situations like this may
arise at times in your business, and Infusionsoft will allow you to easily prove
transaction details to the credit card company in question.
Obtain Chargeback dispute information
1. Find the order in question. Hover over Orders, and then select Find Orders.
Enter in your search criteria until you find the correct order.
2. Scroll to the bottom of the order and click the Chargeback Dispute button.
N O T E
This feature does NOT apply
to subscriptions.
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3. A new window will appear with a screen shot of the following information:
a. Date order was placed
b. IP Address
c. Billing and shipping information
d. Order items with any discounts, shipping and tax charges
4. You can customize the header and footer text above and below the screen
shot (Read more about the customizing the header and footer in Chapter 9-
Order Settings).
5. If you click Save and View, you have an option to print.
Send this to the credit card company the dispute resides with.
CreditCardHandling
Use Order Triggers to help you create fluid processes to handle the failed and
expired credit cards in your Infusionsoft application. Three key functions exist in
Infusionsoft to automate and track these processes. They are:
Credit card report
Expired Credit Cards Trigger
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Manual catch-up to bring past-due credit cards up-to-date
1. Hover over Reports on the top navigation menu and select View All Reports.
2. Select Order Reports from the left navigation.
3. Select Credit Card Report.
4. Be sure to Edit Criteria/Columns to select the months/years of cards that have
expired.
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5. Once you have a list of past failed credit cards that are expired and meet any
other criteria you select, you can use the Actions drop-down to tag the
expired clients, send them a broadcast email, or add them to a multi-step
follow-up sequence.
Cards that are expiring in the near future
1. Hover over Setup then select Misc Settings.
2. Select Order Settings and then click Triggers tab.
3. You can set up actions to run based on various criteria.
For example-Cards currently billing set to expire can automatically trigger:
a. an Expiration Date Approaching follow-up sequence
b. an email
You may also apply any other actions you feel are necessary.
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Automated handling of failed credit cards
You may also use Infusionsoft's trigger feature to handle failed and declined credit
cards. To access and create declined/failed credit card triggers:
1. On the Triggers tab, select When an Autocharge Attempt is Made from the
drop down.
2. As with credit card expiration triggers, you can set up actions to run based on
various criteria.
For example:
Cards that have failed 5 times can be dumped into a series of actions such as:
a. Create a task for a clerk to do something
b. Add the customer to a collections sequence with emails, letters, etc.
In addition to setting the number of charge attempts, you can also identify
particular products that will trigger the actions as shown in the picture below:
3. When you are finished with your changes click Save.
Updating Credit Cards Online
Infusionsoft allows you to send emails containing credit card update links to your
clients. In the event a client has a card that is expired, they will receive a reminder
email with a link to update the card online. The link can be inserted into an email by
using a merge field. The only way to access and create the link is to create an
Expired Credit Card Trigger.
Create an email template containing an Update link
2. Select Order Settings and then click on the Triggers tab.
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3. On the Trigger Type drop-down menu, select When a credit card is going to
expire. Click Add Trigger.
4. Now, select Any Type, and then set the number of days you wish your client to
be notified. 30 days is usually a good time frame.
5. You may apply this trigger to other cards on file.
6. Add a new action to send an email.
7. Select Send an email, and click Add to create the new email template.
8. Setup your email template with the appropriate subject and content. For the
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9. Click on Open Merge Window, and select the Credit Card tab. Click on
Update Link.
10. The link looks like a merged field, and is now inserted in the body of the email.
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You will be unable to test this in the traditional way, and the link will only appear
when a credit card has expired. If you would like to create actions with the link, you
will need to do this in the General Tab of the Order Settings.
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The customer's name, address, email and credit card information are updated. The
logo and the message at the top can be edited in Order Settings.
Once they click the Save button, they will be taken to the page that you create,
also in Order Settings.
Payments
Any manual payments collected can be recorded into Infusionsoft. At this time,
there is no functionality to automate check processing, but you can set up
automatic payment plans using a customer‟s credit card.
Manual Payments
Processing a payment is easy to do in Infusionsoft. There are two places to add a
payment:
Within an order
From the main navigation menu
Adding a Manual Payment
Enter a payment from the main navigation window.
1. Hover over Orders on the top navigation menu.
2. Select Enter a Payment.
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3. Search for the appropriate person to apply the payment to. Type in the name
of the person and click Search.
4. Once you have selected the person, a list of open invoices will appear in the
Invoice drop-down. Select the invoice you wish to add the payment to.
5. Select a payment type in the drop-down. (Payment types can be set in the
Order Settings section)
6. Add any applicable notes and select whether or not to apply the payment to
Affiliate commissions.
7. Click Save.
Enter a payment from an order.
1. Find the person that has an unpaid order.
2. Click on the Order tab located on the bottom half of the record.
3. Find an order that has the current balance listed in red. Click on the link that
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4. Once you are within the order record, scroll to the Payments section. Click the
Add Payment button.
5. Now enter in your Payment Type and change the Amount and Date if
necessary.
6. Click Save.
7. The PAY STATUS should now read PAID and the BALANCE should be set to
'$0.00'.
8. You can also return to the person‟s record and notice the order total no longer
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Payment Plans
Apply payment plans to orders containing one-time products and subscriptions.
2. Click on the Orders tab in the record.
3. If your order contains only one product, choose a product from the Quick Sale
drop-down.
4. Fill out the sale and payment details and then scroll down to the Payment Plan
Details section.
5. Determine the payment plan:
a. Initial Pmt Amt: If you want to charge an up-front amount, enter it in this
field.
b. Initial Pmt Date: Set a date to charge the initial payment.
c. Plan Start Date: The date the actual payment plan will start billing
(different from the Initial payment date)
d. Number of Payments: Excluding the initial payment determine the
number of payments for this plan. For example, if the total amount is
$1500.00, and the initial payment is $200.00. The remainder of $1300.00 can
be broken up into 5 payments at $260.00 each.
e. Days Between Pmts: Set the number of days to wait before the next
payment charges. By default, it will be set to 30. You can set this to any
number you wish.
6. Configure the rest of your shipping and commission, and click Save.
7. You will then be taken back to the order record to view the payment plan
schedule.
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Automatic Billing
Encourage your customers to give a credit card for a recurring order. Automatic
billing can reduce manual tasks and will require less follow-up than mailing out a
purchase order or an invoice.
If a customer purchases products via the Shopping Cart, or Order Form, then billing
will begin automatically. You may also manually enter a start date and next billing
date within any recurring order.
Enable Auto-Billing on Subscriptions
1. Search for the person in your application.
2. Click on the Orders tab at the bottom of the record.
3. Under the Subscriptions section click Add Subscription.
4. Now fill out the information in the Subscription Setup section:
Select the Program from the drop-down. By default the billing cycle
and price will automatically populate.
If there is an affiliate associated with the order select him/her from the
Lead/Sale Affiliate drop-down. (Only applicable if you have purchased
the Affiliate Module)
Enter a promo code if necessary and set the order type. Offline is the
default choice.
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5. Set the Start Date and the First Bill Date.
6. Now fill out the Recharge section.
7. Set the auto charge option to Yes. Then select a credit card from the drop-
down, and choose the merchant account.
If a card fails to auto charge, you can set a maximum number of times the
software will try the charge again, and the frequency. In our example below,
the maximum number of times Infusionsoft will retry the card if it fails is five times,
every two days. You may also set a second card to charge if the first card fails.
8. When you are finished, click Save.
Invoices
Each order or subscription that you sell will generate an invoice. You can view all
open and closed invoices for a person by clicking on the Orders tab at the bottom
of their record.
View an Invoice
2. Scroll to the bottom of the record and click the Orders tab.
3. Depending on how may orders a person has placed, you'll see a list of One-
time orders and subscriptions. Click on any order to view the invoice.
4. Scroll to the bottom of the order and select Preview Invoice.
5. The invoice will list the products purchased, payments made and any
outstanding balances. In addition the contact's name and address will appear
at the top, with your logo. (You must have a logo uploaded in Misc Settings)
6. From this page you may email or print the invoice.
To email an invoice to a client:
1. Open the invoice you want to email. Click Email Invoice.
2. Write your email and select Create New Printable Invoice radio button.
3. Click Send Invoices.
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Notes

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11
OpportunityManagement
In this chapter you will review Opportunities, the sales pipeline, and how
they work together in Infusionsoft.
Opportunities are used to track potential sales and guide them through the sales
process.
Opportunities are always linked to a person‟s record.
Opportunities are initially named after the Person‟s company if a value
exists. If the person does not have a company, the Opportunity is
named after the first and last names of the person.
The Opportunity name can be changed once it is created.
Infusionsoft can automate the creation of Opportunities as leads are
entered through web forms.
Create Opportunities when manual input by a sales person is required.
Infusionsoft can automatically assign Opportunities to sales associates using
distribution roles in a Round Robin setting.
SalesPipeline
The Sales Pipeline guides the sales team through the company sales process stage
by stage. As an Opportunity moves from stage to stage, activities can be set to
automatically fire to keep the sale moving forward or tasks can be scheduled and
completed manually.
T O P I C S
 Sales Pipeline
 Sales Triggers
Opportunities
Making a Sale
Opportunity Follow-Up
 Sales Settings
Sales Reports
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Sales stages represent benchmarks in the sales or fulfillment process.
Users can have different pipelines assigned to them.
The sales associate can track communication and progress at each
stage.
Sales managers can create checklists for each stage to ensure
expectations from the sales associate.
Sales managers can set a probability percentage at each stage for
reporting purposes.
Edit the existing Infusionsoft pipeline
1. Hover over Setup and then select Misc Settings.
2. Select Sales Settings from the left navigation, and then select the Sales Pipeline
tab.
3. All of the stages will be listed. Type in the name of your Stage.
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4. Select the Order (Order works in increments. For the example above, to insert a
stage between Contacting and Follow Up the order number would be
between 20-30).
5. Type in the target number of days you would like an opportunity to remain in
this stage during your process.
6. Next figure out the probability percentage. The probability percentage is used
to calculate projected weighted revenue in the Opportunity Revenue Forecast
report. For example: If an opportunity is in the closing stage, then the
probability of it turning into revenue is fairly certain, so the probability
percentage can be set to 100%. If an opportunity is in the New Lead stage, the
probability percentage might be set to 30%, etc.
7. Click Add, and the new stage will appear.
Create Checklists
Checklists are used with each stage of the sales process. An opportunity cannot be
moved to another stage unless the checklist has been completed. Users will see
the checklist on the Opportunity record and will be able to click a check box next
to each step in the checklist.
1. Click on the checklist link next to the desired stage.
Q U I C K T I P
If a user edits the Sales
Pipeline, the pipeline will be
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2. Type in a Description (i.e. “Verify contact Information”,etc)
3. Decide if the step is required or not
4. Select the order for this particular step
5. Click Add.
6. Repeat steps 1-5 to add more steps to the checklist.
When a user opens up an opportunity within this stage, this is what they will see:
Statuses
You may also personalize the statuses on this page. The status is helpful in
determining the buying potential of your prospects.
Type in the name of your status, the order in which it will appear and then click
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You may also change the order of your Sales Stages and Statuses by clicking Edit
next to any of them. Once you click Edit, your Sales Stage and/or Status will appear
like this:
The Add button now changes to Update. Make your changes and then click the
Update button.
View the Pipeline
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Notice under Favorites, the new Pipeline Report.
SalesTriggers
After you've built your pipeline, you will want to start using triggers. Triggers are a set
of specified actions you can create for each stage in the pipeline. Associate your
prospects or clients to certain follow-up sequences, apply tags, change the
contact type, etc as they progress through the sales process. Sales triggers run
based upon these two criteria:
Moving an opportunity from one stage to another
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Create or edit Sales Triggers
2. Select Sales Settings and click the Triggers tab.
3. Select the Trigger Type from the drop-down. For example, let's select "when
moving from one stage to another".
4. Decided if you want to set actions when an opportunity moves FROM a stage
or TO a stage.
5. Set your desired actions.
6. Click Save Trigger.
Opportunities
An Opportunity record is used to track a sale/fulfillment through an entire process
and contain sale probability information. If the majority of your sales are generated
through a salesperson, where there is face to face or phone interaction, then you
may want to use Opportunity records
They are used in conjunction with two other core processes in Infusionsoft: Using the
Sales Pipeline and Sales Triggers
Overview
There are three tabs at the top of the record and to the right is dollar amount
associated with the product your prospect might be interested in.
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General Tab
The General Tab contains the basic sales management data for the Opportunity.
a. View/change the person the opportunity is assigned to.
b. Next action date and follow up notes.
c. Sales stages –move the opportunity from one stage to another.
d. Expected close date.
e. Miscellaneous options that will allow you keep track of the status, the
close percentage, objection and leadsource.
Product/Subscriptions
In the Product/Subscriptions tab, it is easy to keep track of the products you are
trying to sell your customer. Select a one-time product, a subscription, or a bundled
product (example: a monthly subscription and one-time setup fee).
If you decide NOT to use the Products/Subscription tab, the Projected Revenue
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a. Enter a projected maximum total you expect to sell.
b. Enter a projected minimum amount you expect to sell.
You can enter any amount you wish in either of these fields.
To add a product or subscription interest:
1. Start typing in the name of a product or subscription.
2. Select the appropriate item from the drop-down and click Add. It will now be
displayed under Products or Subscriptions.
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Sharing
In the sharing tab you can select a team or user to share the opportunity with, and
you are able to allow read or write access.
At all times you will also be able to link back to the associated person's record. In
the Opportunity Summary, you will see the person tied to this opportunity and you
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To add a new note, click on Edit. Type in your new note and click Save.
Round Robin Assign
Use a round robin to systematically assign leads to the sales team. After creating a
round robin for distributing leads, the round robin can be added as an action to an
order form, web form, or as a manual action. There are two types of distribution
logic that can be used in a round robin:
One Record Per Round – This logic distributes leads evenly across the
sales team, one record at a time. In addition to selecting the users who
will receive leads, you can also change the ratio of distribution of leads
per sales person.
Evenly Distributed Based on Ratio – This logic does not evenly distribute
individual leads, but evenly distributes the total number of leads. Use
this method when importing a large list of leads.
Creating a Round Robin
1. On the menu bar, choose Setup and Misc. Settings.
2. Click the hyperlink for Sales Settings.
3. Click the Round Robin tab.
Q U I C K T I P
 Use Lead Distribution
rules under Setup > Misc.
Settings > Sales Settings >
Round Robin tab to distribute
leads among Affiliate
eMarketing systems.
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4. Click the Add Round Robin button.
5. Enter a name.
6. Set the Distribution Logic to either One Record Per Round or Evenly Distributed.
7. Click Save.
The Round Robin can now be applied to a form at a later point in time.
Create a new Opportunity
There are three ways to create opportunity records:
From the main navigation window
From a Person record
Through an action set
From the Main Navigation:
1. Hover over Opportunities.
2. Select Add an Opportunity.
3. Give the opportunity a name, select the sales associate assigned to the
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4. Search for the prospect or customer this opportunity is for by clicking Search.
When you see the new search window appear, type in the name of the
person and click Search. If you type in a partial name (i.e. Pam B) and receive
multiple results, select the appropriate person by clicking on their name.
5. You should now see the person linked to the opportunity. Type in any
applicable notes.
6. Next you will need to enter Next Action Notes and a Next Action Date and
time. This is necessary because if you are missing a date and time, the sales
associate will never receive the opportunity on their homepage.
7. If necessary, select a Product Bundle.
8. Click Save.
To add an opportunity through a Person record:
1. Find a person in your Infusionsoft application.
2. Locate the Opportunity tab on the second half of the record.
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4. By default the name of the Opportunity will match the company name listed
on the Person's record. If there is no company listed, the name of the person
will appear as the Opportunity title. You may change the title if needed.
Select the assigned sales associate and stage.
5. Notice that the person is already linked to the Opportunity record.
6. Add Opportunity Notes, Next Action date and time, follow up notes and
product bundle.
7. Click Save.
To create an opportunity from an Action Set:
One action available from a web form is the creation of an opportunity record. Use
this to assign opportunities to specific sales associates or randomly through a Round
Robin.
1. Find a web form in your Infusionsoft application. If you do not have one, you
can create a new form.
2. Click on the Actions tab located at the top of the form.
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4. Now configure the opportunity:
a. Select your stage
b. Select the status
c. Set the percent chance (percentage rate of closure-this is optional)
d. User ID -select a specific user or use a Round Robin.
e. Leadsource -optional
f. Next action date and notes-this is absolutely necessary. The sales
associate will receive the opportunity on their homepage when logging
in. Most likely you would want to set this to "Dynamic>>Today plus 0 days".
Setting this time frame will set a follow up date of the same day the form
was filled out. So if a prospect fills out a form on Wednesday afternoon,
the sales associate would receive the opportunity on his/her homepage
that same day.
g. Only create if contact does not have an active lead already -select Yes
if you wish for the prospect/customer to only have one open opportunity
record at one time. Otherwise, select No.
h. Select a product bundle if necessary

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5. Click Save. Then save the web form.
Searching for Opportunities
When searching for Opportunities, a list is returned providing a quick way to view
the name, sales person, stage and % complete.
The list also provides an easy way to view the Next Action date indicating when the
next task is scheduled. The MVDate (Move by Date) and OD (Over Due) columns
provide suggested dates and guides from the Sales Pipeline settings. An OD setting
of -2 tells the user they are two days ahead of the schedule as set by the Sales
Process.
Infusionsoft allows you to search for opportunities by three methods:
From the Pipeline
From the main navigation menu
From the Home Page
Product Bundles
Create product bundles for your sales associates to use if you offer a set of
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would create a product bundle. The sales associate would only have to select one
group of products instead of having to remember all product offerings.
Create a Product Bundle
1. Hover over Setup.
2. Click on Misc Settings.
3. Click on the Sales Settings link from the left navigation menu.
4. Click on the Product Interest Bundles tab.
5. Click on Add Product Interest Bundle.
6. Type in the name of the bundle, a description if desired, and then click Save.
7. Click on the Interests tab.
8. Type in the Product or Subscription and click Add. Repeat this for each product
you wish to add to the bundle.
9. When you are finished, click Save.
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MakingaSale
Orders can be manually placed whether or not a Person has a related Opportunity
record.
If the Person does have an Opportunity:
Click the Orders tab and choose Add Order
Select Create an Order from the action drop-down
Send the customer a Buy Now link
If the Person does not have an Opportunity:
Click the Orders tab on the Menu bar and select Add an Order
Click the Orders tab from the Person‟s detail screen, and choose Add
Order
Place an order from an opportunity
1. Find a person in the system .
2. If there is an open opportunity you may view their Product Interests and select
Create an Order from the actions drop-down just above the tabbed area.
3. A pop-up window containing a credit card option will appear. If the payment
is by any method other than credit card, go ahead and click the Process
button. If there is no credit card within the customer‟s record, you may add it
by clicking the Add button.
Do not add an order
without linking a Person!
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The order is now displayed in the Orders tab.
4. Click on the name of the order to finish processing.
Buy Now Link
Your sales associates can email the prospect an email containing a link to
purchase. If you use the Shopping Cart, this is a great way to get an order in faster.
The email contains a link with verbiage that can be changed before it is sent.
Once the prospect clicks the link, they will be taken to the shopping cart check out
page with their products already added, and their billing and shipping details
populated. All the prospect needs to do is enter in credit card information and
click the checkout button. If the person is associated with a Company record, then
the billing information can be changed upon checkout.
Send a Buy Now Link
1. Open up any opportunity record and make sure that you have an associated
product with it.
2. Make any necessary changes to your opportunity, set follow-up date, etc.
Select Send Buy Now from the Select an action drop-down menu.
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3. An email dialog box will pop up allowing you to customize your message to
the customer. Here are some important features you need to know about:
You can set expiration dates for the buy-now links within the
Opportunity by selecting a date. If you leave the date blank, the
default is 30 days (You can change the default in Sales Settings
within Misc Settings).The time associated with the expiration is set to
Eastern Standard Time.
There is no email template to customize, you would need to
change the message each time you send it.
You can setup actions every time someone clicks the link or actually
makes a purchase in Sales Settings.
You can select a different theme to use other than your general
shopping cart theme for Buy Now links, also customizable in Sales
Settings.
N O T E
If you need to create a
“TODAY ONLY” Buy Now link,
be sure to set the date AND
the time.

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The Customer's Prospective
When a customer receives the email and clicks on the Buy Now link, this is what
they will see:
If their Person record is filled out in Infusionsoft, their billing and shipping address
should appear. They can change their billing address by clicking on the
corresponding checkbox. They MUST be associated with a Company record for this
checkbox to appear. Once the billing address has changed, then another person
record will be created within the Company record.
OpportunityFollow-Up
Use the Next follow-up action within the Opportunity record to keep track of
important reminders and events, as well as track important notes from phone
conversations, and meetings.
Completed Opportunity notes and tasks are found under the General
tab of the Opportunity record.
Pending Opportunity Actions are not found on the Calendar or the
Pending Task list on the home page.
Opportunity Actions are only visible on the Opportunity and the Home
Page.
Completed Opportunity Actions do show up in the Notes section for the
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Opportunity Actions allow the user to quickly complete a Task and
enter the next action.
Create a follow-up action from an Opportunity Record
1. First, you need to have created an opportunity record that has a Next Action
Date of today.
2. On the right side of the home screen go to the Opportunity section, and use
the drop down menu to select Today.
3. Click Go.
4. To work with one of these opportunity records click on the name of the
opportunity under the column.
5. Make any necessary updates to the record.
6. If applicable, make adjustments to the Stage and Status.
7. Most importantly, set a follow-up date. Click the Add a Note to this
Opportunity's History Link
8. In the What did you do text box, document your actions thus far. Check the
box labeled "Do you want to change it?".
9. Type in your follow-up actions, and the follow-up date.

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In the picture above, the follow-up date is set to October 2nd. The opportunity will
appear on the salesperson's homepage on that date. The note entered under
"What did you do?" will appear as a note located within the Tasks tab.
SalesSettings
Use the Settings to customize your opportunity objections and set defaults for your
sales stages. You may also setup specific actions when a prospect clicks a Buy Now
link, or completes a purchase as a result of clicking a Buy Now link. To access Sales
Settings, select Setup from the main navigation window, then click Misc Settings.
Select Sales Settings from the left navigation.
The main categories of Sales Settings are:
Sales Pipeline
Active Sales Stages- highlight all of the stages that are active in your
pipeline. Any opportunities that fall into these stages are considered
"open", and the stages that are not highlighted are considered closed.
Default Stage -when a new opportunity is created, the stage selected
in this drop-down will be the default.
Default Status -when a new opportunity is created, the status selected
in this drop-down will be the default.

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Opportunity
Objection options: List all of the objections a salesperson might
encounter when trying to close a sale. All objections listed here will
appear in the drop down in the general tab of the opportunity.
Default Percent Chance: Set the default percent chance when a new
opportunity is created. This is a percentage the salesperson sets giving a
manager and idea of how close they are to closing the sale.
Assigned to Group -select the default user group or team. All of your
salespeople should belong to the default group of "Sales Rep" or if you
have created your own team, select this from the drop-down.
Sharing Options -When you share an opportunity with another user, you
may also share the person record with the user as well. The same
applies when unsharing and unassigning opportunities.
Sync Lead and Contact Owners? -By selecting the "Yes" option,
Infusionsoft will automatically assign the Person record and the
Opportunity record to the same user.
Win
Win Stage: Select a default win stage. When a sale is won, the sales
associate will move the opportunity into this stage and the status will
show closed. The "Move by date" will be gone; instead "Closed" will
display.
Win Reasons: Type in the reasons for the successful close of the sale.
Require Win Reason -Select Yes if you would like your sales associate to
select a Win Reason when they successfully close a sale.
Loss
Loss Stage: Select a default loss stage. When a sale is lost, the sales
associate will move the opportunity into this stage and the status will
show closed. The "Move by date" will be gone; instead "Closed" will
display.
Loss Reasons: Type in possible loss reasons.
Require Loss Reason -Select Yes if you would like your sales associate to
select a Loss Reason when they lose a sale.
Buy Now
Buy Now Default Expire Days: Set the default expiration for Buy Now
links.
Buy Now Shopping Cart Theme: When a client clicks the Buy Now link,
you can specify a particular look and feel to the shopping cart.

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Buy Now Win Reason -You may set a default Buy Now win reason.
Choices for this drop-down are taken directly from the Win Reasons field
above.
Clicked Buy Now -Setup actions every time someone clicks a Buy Now
link.
Purchased via Buy Now -Setup actions when someone makes a
purchase after clicking a Buy Now link.
SalesReports
Infusionsoft provides a variety of sales reports to enable you to track the success of
your sales team. See the projected revenue potentially generated by stage,
completed tasks, number of opportunites and more.
The sales reports are:
Conversion by Rep –Use this report to see how well your sales associates
are converting their leads.
Conversion By Creator-Use this report to see how successful leads are
converting based upon who created them.
Stage to Stage -Use this report to see how long (on average)
opportunities are residing in a particular stage before moving. Specify
the stages (to and from), sales associates and time frame to get your
results.
Opportunities Created Detail -Use this report to see how many
opportunities have been created. Base your search on leadsources,
users who created the opportunities, assigned users, and date range.
Use this report to get a quick count (and nothing more) of the number
of opportunities created, and narrow the number down by leadsource
and user.
Call Log Summary -Use this report to gauge how many call tasks (with
the task type designated as "Call") were completed. If you require your
sales associates to make frequent phone calls, you may track the
number of calls made using this report. The report will only track the
number of call tasks that are closed.
Call Log Detail -Use this report to view any type of task created and
search by date range, user or team. Results from this report will show
you how many of the different types of tasks your users are creating
and which contacts they are working with.
Sales Pipeline Summary -Use this report to see how many opportunities
are moving in and out of the stages in your Sales Pipeline. Narrow down
your results by specifying a date range.
Sales Pipeline Detail -Use this report to find out the date and time
opportunities move from one stage to another. You will be able to view

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the name of the prospect, what stage the opportunity moved from/to,
the stage the opportunity is currently in and the last move date/time.
Opportunity Revenue Forecast –Use this report to view how much
projected revenue each salesperson hopes to generate. If your sales
associates have included a product interest within the Opportunity
Record, and have checked the "Commit to Forecast" button, their
projected revenue will appear on this report.
Opportunity Sales Report -Use this report to find the revenue generated
by opportunity records. Results will be broken down by total revenue
generated, how many opportunities closed, and the average one-time
and subscription totals.
Sales Cycle Report -Use this report to find out the average number of
days it takes for your sales associates to move opportunities. If you have
multiple sales teams, you can narrow down your results by team, as well
as date opportunities were moved.
Pipeline Summary Report -Use this report to view number of
opportunities in each stage, projected and weighted revenue, and
average number of days spent in a particular stage. Weighted
Revenue takes the amount of the one time revenue projected and
multiplies it by the probability percentage set on the sales stage.

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Notes

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12
Affiliates
In this chapter you will create an Affiliate Program, add Affiliates to
Infusionsoft, and configure general settings for the program.
The Infusionsoft Affiliate Module manages your relationships with partners who
promote or sell your products and services. If you use other companies or
individuals to generate leads or sales for you, the affiliate module provides an
automated system for giving them the resources they need. The affiliate module
also allows you to effectively market to affiliates so that you can generate new
opportunities. The affiliate module also calculates and tracks commissions for
affiliates who secure business for you.
Who is it for?
The Affiliate Module is for Infusionsoft users who use other individuals or businesses to
promote their products or services. If you have a Business Development or
Marketing department, the Affiliate module may help automate their work.
What’s included?
Unlimited Affiliate records
Affiliate Resource Center
Commission Structure/Reporting tools
Affiliate Resource tools
Ability to track affiliates without using browser cookies
T O P I C S
 Create an Affiliate Program
 Affiliate Commissions
 Affiliate Records
 Affiliate Settings
 Affiliate Resources
 Affiliate Resource Center
 Affiliate Reports


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CreateanAffiliateProgram
Set up Affiliate Programs to easily manage your affiliate commission payouts.
Instead of setting up and managing the payout for each individual affiliate, you
can set up a program and then assign the program to multiple affiliates. If you
need to make adjustments to your commission structure, you only have to change
the dollar amount in one place.
Let‟s take a look at an example scenario: A marketing company sells one product,
Product A. Product A has a list price of $500. There are two affiliates, Affiliate 1 and
Affiliate 2. Affiliate 1 is paid a commission of 25% and Affiliate 2 receives a
commission of 10%. So, for every sale of product A, Affiliate 1 gets $125.00 and
Affiliate 2 gets $50.00.
Now suppose that commission for Affiliate 2 must change to 15%. You can easily
change the commission setting for Affiliate 2 to achieve the desired result.
Now let‟s suppose that this same marketing company acquires 100 affiliates. 50 of
those affiliates are paid the same commission as Affiliate 1 and the other 50 are
paid the same commission as Affiliate 2. The task of changing commission for each
individual affiliate becomes cumbersome and requires a great deal of manual
labor.
Affiliate Programs allow you to create a template of commission settings, and then
assign it to multiple affiliates. Any time a change is made to the Affiliate Program,
all of the affiliates that are in that program will have their commission modified
accordingly.
Parent and Child Relationships
The Level 1 and Level 2 indicators allow for multi-tiered affiliate relationships.
Infusionsoft supports up to three tiers of Affiliate Partners. In the example above, if
Affiliate A was referred by another affiliate, then the referring affiliate would also
receive commission. Affiliates can be members of multiple programs. The affiliate
program with highest ranking priority wins. The ranking of 1 is the highest in priority.
Add an Affiliate Program
1. Hover over Setup on the main navigation window and select Affiliate
Programs.
2. Select Affiliate Programs.
3. Click the Add an Affiliate Program button.
4. Give the program a name.
5. Type any notes for your other users if necessary and give the program a priority
(the higher the number, the lower the priority).
6. Click Save.
Now you are ready to set up the commission amounts within the program. There
are three different types of commissions that you can set:
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Default: will apply no matter what product is purchased
Product: set a specific commission for each product separately or
one product
Subscription: set a specific commission for each subscription or one
subscription
Set up the level and payout
7. Click Edit under Default Commission to set a general pay out.
8. If you prefer instead to add a commission for a specific product/subscription,
type in the product name and then click Create Override.
9. Decide the Payout Type:
Credit on Customer Payment (recommended) : pay the affiliate
once the order has been processed and paid
Up-Front Credit in Full: pay whether or not the order had been
processed
10. Decide how long you wish to pay commissions for. If you leave the field
populated at zero, then the affiliates will be paid indefinitely.
11. Now set your payouts. You have these four options:
Lead $ -pay a dollar amount for every lead you receive from the
affiliate (once an order has been placed)
Lead % -pay a percentage for every lead you receive from the
affiliate (once an order has been placed)
Sale $ -pay a dollar amount for every sale the affiliate makes on their
own
Sale % -pay a percentage for every sale the affiliate makes on their
own
12. Set a Level 1 and Level 2 commission. The level 1 commission is for the affiliate
that gets the sale or lead directly. Level 2 is the commission set for the parent
affiliate, meaning the referring affiliate (If you only have one level in your
Affiliate program, you do not need to set the Affiliate 2 commission).
13. Click Save.
UnderstandingAffiliateCommissions
In every Affiliate Program you create, you have two commission options:
Default Commissions
Override Commissions
For any program, you can specify only Default Commissions, only Override
Commissions or a combination. If you choose a default commission, an affiliate will
be paid for any product that is sold.
Q U I C K T I P
The program with the
lowest priority number has
the highest priority and will
override other programs.

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Scenario 1: An online establishment sells around 20-30 products and uses affiliates to
drive traffic to the online store. When a customer makes a purchase, no matter
what product they purchase, the affiliate gets paid 50% for the sale. In Infusionsoft,
the owner of the online establishment creates an Affiliate Program that has a
default commission amount of 50% as pictured below:
Override Commissions are product specific commissions.

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Scenario 2: Let's take the same online merchant from the first scenario. This
merchant now decides that two of the products offered are promoted differently
than all other products. Products A and B have different payouts, so the merchant
will have to set up a Product Commission for each.
For any given program, you can specify both Default Commissions and Override
Commissions. The Override Commissions will always take priority over the default
commission but if there is no Override Commission specified, the system will use the
program default commission.
Commission Payout Overview: "Levels" and "Pay if Unused"
Infusionsoft also allows a method of commission calculation called Pay If Unused. By
default, this is not visible in the affiliate programs. To turn this feature on you will
need to go into your Affiliate Settings.
What that means is that if an Affiliate is set to receive 50% in commissions on an
order, the Affiliate will only receive the 50% in commissions if they have not already
been paid (in other words it is Paid if it is unused).
Scenario 3: One of your affiliates, Bob, is set to receive 50% in commissions for an
order. Your affiliate program is set to pay Level 1 50%, Level 2 30% and the Pay If
Unused amount is 50%. Bog is the sale affiliate on the order which means that he is
the one responsible for the sale. Since there are no other affiliates to pay, Bob will
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Now let's see what happens when we add another affiliate into the scenario. Bob
was referred to your organization by one of your existing affiliates, Jim. Every time
that Bob makes a sale, Jim will receive commission as well. Level 1 commission is set
to receive 20% in commissions and Level 2 is set to receive 10%. You have 50% set
under Pay If Unused.
If Jim makes a sale, he will be paid Level 1 commission of 20%. Infusionsoft will check
the Pay If Unused amount, and pay the difference, and then pay out Level 2
commission. If the Pay If Unused commission is set to 50%, then Jim will receive an
additional 30% more.
If Bob made the sale, he would be paid Level 1 commission and Jim would be paid
Level 2 commission. When you add a Pay If Unused amount to a program, the
difference would be applied to ONLY the Level 1 Commission, NOT Level 2. Given
the example above, this is what the commission would look like on a $100 order:
Notice that Bob received the Level 1 commission of 20% ($20.00) and he ALSO
received $30.00, which is the rest of the Pay If Unused amount. Since Jim is a Level 2
affiliate in this sale, he will get 10% (10.00). In reality, it is much easier and simpler to
remove the Pay If Unused commission and just stick to the level commissions.
Multi-Level Commissions
Infusionsoft allows you to create multi-level commission structures. For each affiliate
and program you are able to specify up to three levels. Level 1 commission is paid
to the affiliate that makes a sale. Level 2 commission is paid to the affiliate who
referred the sale affiliate (parent), if there is one, and level 3 goes to the affiliate
who referred the parent affiliate.
Scenario 4: You have two affiliates, Jim and Delores. Delores referred Jim, so that
makes Delores the parent affiliate to Jim. You create a program that pays the

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following commission:
Level 1 = 35%
Level 2 = 15%
When Jim brings in a sale for $39.99, he will be paid $14.00 and Delores will be paid
$6.00. When Delores brings in a sale for 39.99, she will be the only affiliate, as no one
is above her. She will be paid $14.00. Jim will be paid nothing.
It is important to note that these Level commissions are paid in addition to each
other and not by subtraction like the Pay If Unused commissions are paid. In the
scenario above, the total commissions paid for the order is 50%.
Using Pay if Unused and Level Commissions Together
Multi-Level Commissions Structures and Pay If Unused Commission Structures can be
used together. When Infusionsoft has values set for both, the system will calculate
the Level 1 commission first, then multi-level commissions first, then calculate any
Pay If Unused commission (from Level 1) that should be paid if excess commissions
are left. After this, then Level 2 and 3 are paid.
Scenario 5: You have three affiliates, Delores, Jim and Bob. Delores referred Jim,
and Jim referred Bob. So the hierarchy would look like this:

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You have an affiliate program that pays out three levels. It would look something
like this:
Bob brings in an order for $55.00, therefore he will be paid the Level 1 commission,
as well as the difference left over from the Pay If Unused commission. Since Jim
referred Bob, he will then be paid Level 2 commission. Delores referred Jim, so she is
entitled to Level 3 commission. The only person entitled to this commission is the
affiliate at Level 1. Bob will get an extra commission of 20%. (Subtract the level 1
from the Pay If Unused percentage)The payout would look like this:
Bob- $22.00 ($11.00 + $11.00)
Jim - $5.50
Delores - $2.75
Override Program Commission
You can override any of the program commission settings for a particular affiliate.
Scenario 6: You sell three products, A, B and C and you want to pay your affiliates
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Product A -30%
Product B -15%
Product C -5%
You already have a general affiliate program that pays 10% on any product, but
you want to create an exception for the three products. You can create the
override in the affiliate program. You would then open up the general affiliate
program and create the override for each product.
You may also have an affiliate that receives a separate commission apart from
everyone else. You can create an override in the affiliate record, so as not to affect
all other affiliates.
Affiliate Override Commissions will always have a higher priority than any program
that the affiliate is enrolled in so you can always adjust a particular affiliate's settings
to be however you want, regardless of the program they are enrolled in.
AffiliateRecords
Before adding an Affiliate, a record must already exist for the person within
Infusionsoft. Once an Affiliate is created and marked as Active, he or she can be
tracked against People and Opportunities.
Affiliates can be tracked manually, or Affiliate links can be tracked automatically
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By linking an Affiliate to a prospective lead or customer, Infusionsoft will track orders
and commissions, giving credit to the proper Affiliate according to your settings.
Whether you have an existing affiliate program or you want to build one from
scratch, Infusionsoft will allow you to easily add affiliate records.
Manually
Through an action set
Create an Affiliate Record Manually
1. Hover over Affiliates at the top navigation menu.
2. Select Add an Affiliate.
3. Click Search to find the person in Infusionsoft (before you add an affiliate this
way, you need to make sure the person has a Person record).
4. Type in the name of the person in the Person box and click Search.
5. Once you have selected the person, set up the rest of the record:
Name: type in the full name of the person.
Code: this field is the code used in link tracking, and is also the
affiliate's username for the resource center (they log in to check
status, grab banners, etc).
Password: this is the password to log into the affiliate resource center.
Parent: if someone referred them, type in the referring affiliate's
name and then select it from the drop-down.
Status: select active from the drop-down.
Notify on Lead/Sale: check yes if you want the affiliate to be notified
when they bring a lead or sale in.
Track leads for: set the amount of time in days that you wish to keep
tracking this affiliate's leads. If you leave this at "0" the time does not
run out.
Build it!
N O T E
If you are bringing over a
list of several Affiliates
from another program,
and you do not want to
give your Affiliates new
usernames and
passwords, then contact
your Setup Consultant or
Infusionsoft support (via
the Fusebox) to request
pricing on a custom
Affiliate import.

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6. Click Save.
Now let's take a look at the Affiliate record.
Commissions: For each affiliate you are able to view how much they are due and
how much you have paid them.
Affiliate Programs: Add the affiliate to a program (commission structure). Type in the
name of the program, select a match from the drop-down and click add.
At the bottom of the record set up separate commissions based upon products
and subscriptions. If you have added an affiliate to a program, you will see the
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Create affiliates using an Action Set:
You can also create affiliate records for multiple contacts at one time. First you
need to import you list of affiliates and apply an affiliate tag. After you have
imported the list of affiliates, search for them in the system. The affiliate records you
create with this method will have random passwords assigned. You will have to
manually change each record with a new or different password.
1. Select Apply Actions from the Actions drop-down from your search results.
2. Select Add New Action and choose Create an affiliate.
Now set up the action:
a. Add to Program -select the affiliate program
b. Remove from Program -if needed, remove this affiliate from a program
c. Notify Lead/Sale -decide whether or not you wish to notify the affiliate on
a sale or lead
d. Keep Cookie For -decide how long to track leads (entering "0" will track
leads for an unlimited amount of time)
e. Set parent to referring affiliate -setting this option to "yes" will prompt
Infusionsoft to find a parent affiliate and if none is found, then this affiliate
will be assigned as a parent affiliate
f. Hard code parent affiliate -you can enter in an actual parent affiliate by
typing in their name here
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3. Click Save.
4. Click Process Action.
Assigning a Parent Affiliate
1. Open up an existing affiliate record.
2. In the Parent field, start typing the name of the referring affiliate. When you see
the affiliate, select their name from the drop-down.
3. Click Save.

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Now each time the affiliate closes a sale or brings in a lead, the parent affiliate will
be paid the appropriate level 2 commission in the affiliate program.
AffiliateSettings
After the Affiliate programs are created, configure the Affiliate Settings in
Infusionsoft to match your requirements. The Settings allow you to specify how you
will track sales that come from affiliates as well as how they will be paid. To find the
Affiliate Settings, hover over Setup on the main navigation and then click Misc
Settings. Select Affiliate Settings from the left menu.
Affiliate
Affiliate Code Prefix: - automatically generate a prefix for all affiliate
codes.
Skip notifications on orders – leave this setting as „yes‟ if you prefer not
to receive notifications when orders are placed.
Tracking
How to choose affiliate - Commissions for affiliate sales are either based
on the first affiliate that brought you the lead, or the last affiliate before
the actual sale.
Use affiliate referral history - This option provides you with additional
tracking ability for assigning affiliate commissions if cookies are not
reliable.
Use IP address - If you would like to also use IP tracking to assign affiliate
commissions, select Yes.
Custom affiliate link URL - This option allows you to use a custom link on
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This is helpful if you want your affiliate links to more appropriately reflect
your website URL rather than the Infusionsoft URL.
Affiliate link script -The script in this field is used in conjunction with a
Custom affiliate link URL.
Payout
Affiliate # levels - select the number of levels your affiliates can be paid
out in commissions.
Payout type (Lead/Sale) – pay your affiliates for Leads, Sales, or both.
Payout type (Amount/Percent) – calculate commissions in amount,
percent, or both.
Use 'Pay if Unused' – Pay if Unused allows you to set a maximum payout
percentage that will be distributed in place of or beyond individual or
product percentages.
AffiliateResources
Affiliate Resources are tools configured for partners to assist with marketing your
products and increasing traffic to your website. Once resources are added, they
become available to the affiliates when they log into the Resource Center.
With Affiliate Resources, you can:
Add a Page - add educational links
Add E-Mail – create e-mail templates for partners
Add Banner – establish banner ads
Q U I C K T I P
These fields can be set
to yes to activate for future
use.

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Affiliate Emails
You can create email templates specifically for your affiliates to use when they
promote your products and services. Encourage your affiliates to use the emails
that you provide to make it easier for them to sell. Providing relevant and easy to
read copy is paramount to getting your message across and generating more
revenue.
Create an email for an Affiliate
Create a new e-mail template that partners can use to send to their current
customer base. The template should contain a tracking field.
1. Hover over Setup and select Affiliate Resources.
2. Select Email from the Add an Affiliate Resource drop-down.
3. Name the email in the Title field.
4. Select the Resource Order (This allows you to decide which resource shows up
first in the list. For example, if you wanted a resource to show up first in the list,
you would put the order as 0. Items further down in the list will have higher
numbers such as 50. If you wanted a resource to go in the middle, you would
select a whole number between the two resources such as 25).
5. If you'd like to display the content of a web page within an email template,
type in the URL. Make sure you have nothing entered in the HTML editor.
6. If you didn't use an Href link, use the HTML tools to design your affiliate template
email. You will most likely want to include an affiliate redirect link which will
allow affiliates to receive credit when people are directed to your web pages.
To insert an Affiliate Tracking link in an email:
Highlight the text or object in the body of the email that you would
like to use as a redirect link.
Click on the Insert/Edit Link button in the HTML tools.
In the Link URL: ~TRACKING~.
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Click OK.
7. Select the Program(s) that you would like to associate this resource with.
8. Click Save.
Affiliate Redirects
You can create links to your important web pages for Affiliates to use on their sites.
When the affiliate logs into the Resource Center they can grab any one of the links
you provide and insert their affiliate tracking code.
Create an Affiliate Redirect
1. Hover over Setup on the main navigation and select Affiliate Redirects.
2. Click Add Redirect (or click on the name of an existing link to edit it).
3. Type a name for the redirect.
4. Type in a redirect code (This should be a short alphanumeric code or word
used to generate custom links. For example, if my affiliate redirect was named
Infusionsoft, I may want to make the code: inf).
5. Type in the Website Address (ex. http://infusionsoft.com).
6. If you want the link to appear to a specific affiliate type in their name, and
select them from the drop-down. If you leave this field blank it will appear to all
of your affiliates.
7. Select the appropriate affiliate program if needed (optional).
8. Click Save.
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Affiliate Pages
An Affiliate Page in Infusionsoft offers up details about your organization to your
affiliates. You will most likely want to include marketing tips, product information,
and the history of your company so that you can make sure your affiliates know
what is necessary to be successful in your affiliate program. Let them get to know
you and your passion for what you do.
Create an Affiliate Resource Page
2. Select Page from the Add an Affiliate Resource drop-down.
3. Title the page and include and notes. Try to be as specific as you can about
the page, as your Affiliates will see this title when they log into their Resource
Center.
4. Select the Resource Order (This allows you to decide which resource shows up
first in the list. For example, if you wanted a resource to show up first in the list,
you would put the order as 0. Items further down in the list will have higher
numbers such as 50. If you wanted a resource to go in the middle, you would
select a whole number between the two resources such as 25).
Build it!

A F F I L I A T E S
312
5. If desired, type a webpage URL to display the contents of the webpage as this
resource. If you want to use the Href feature, delete any HTML in the editor.
For example, if your website was infusionsoft.com and you wanted this to be one of
your resources, you would type http://infusionsoft.com in the Href field to display the
webpage.
6. If you didn't use an Href link, use the HTML editor to design your affiliate
resource.
7. Select the Program(s) that you would like to associate this resource with.
8. Click Save.
Affiliate Banners
Banner ads reside on many different websites. Affiliate Banners are small sections of
advertising that an affiliate can use on his/her website to promote your products
and services. When a prospect clicks on the banner, they are taking directly to
your website, and Infusionsoft tracks activity from that banner ad. Providing your
affiliates with banners allows them to give an appropriate representation of your
company. With banners, you give them the necessary tools they need to
effectively and efficiently sell your products.

A F F I L I A T E S
313
Create an Affiliate Banner
2. Select Banner from the Add an Affiliate Resource drop-down.
3. Title the banner.
4. Select the resource order (this means the order that the banner will appear to
the affiliate when they log into the Resource Center.
5. Type in the Banner URL (The banner is not created within Infusionsoft, you need
to create this yourself outside of the application.)
6. Select the Program(s) that you would like this banner to be available to.
7. Click Save.
The Banner will now be available in the Affiliate Resource Center.
AffiliateResourceCenter
Infusionsoft is equipped with the tools and framework necessary to create an
Affiliate Resource Center which your partners can log into, and is much like an
educational portal. The easier it is for your affiliates to access the resources and
information they need, the more likely they are to actively market and endorse
your business. Affiliate resources are available to affiliates when they log into the
Affiliate Center.
Build it!

A F F I L I A T E S
314
In addition, you can give them their own space to keep track of their sales and
commissions.
To see your Affiliate Resource center:
1. Find an existing Affiliate record in your Infusionsoft application or create a
Person record with your name and email address to test.
2. Click the Login button within the Affiliate record.
You will want to give your affiliates their own URL to log into. For example:
https://appname.infusionsoft.com/Affiliate
When logging into the Resource Center the affiliate can see the following sections:
Profile: address, phone, fax etc
Programs: Affiliate Programs
Commission Structure: default and product/subscription commissions
Ledger: total commission due, clawbacks and payments made
Link Generator: affiliates can generate unique links to URLs you
provide them that contain their own tracking code
Email Templates: email templates you create in your Infusionsoft
application will display here for the affiliates
Banners: affiliates can choose banners to include on their site

A F F I L I A T E S
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Resource Pages: pages that contain marketing tips, background on
your company, helpful sales tips etc
Commissions Generated: all pending and net commissions earned
by date range
Link Tracking Stats: affiliates can see how many clicks and opt-ins per
link
Products Sold: all products sold by date range
Subscription Signups: all subscriptions by date range and retention
percentage
Affiliate Home Page
You can customize your Affiliate Resource Center so that it gives an appropriate
representation of your company. Customizing your affiliate center will help you
effectively communicate your brand to the affiliates that are selling your products
or services.
You can also decide whether your Affiliates can see programs and the commission
structure to which they belong. This is valuable to you because it allows you the
option to provide your affiliates with more information about your relationship with
them.
1. Hover over Setup on the top navigation menu.
2. Select Misc Settings.
3. Select Affiliate Settings from the left navigation.
4. Click on the Affiliate Center tab.
Affiliate Center Settings:
1. The first thing you will see is the login URL for your affiliates. It is always in this
form: http://yourappname.infusionsoft.com/Affiliate.
2. Use the radio buttons to select whether you would like Show Profile, Show
Programs, and/or Show Commission Structure in the Affiliate Home Page.

A F F I L I A T E S
316
Affiliate Center Home Page:
1. If desired, type a website URL in the Include Page field (Note: Using an include
page as your affiliate home page will insert that page in the center of the
page when you affiliates log in. To use an include page, you must delete all
HTML code from the HTML section first) Leave this field blank if you would like to
display custom HTML on the Affiliate Home Page.
2. Click Save.
If you'd like to view the Resource Center, click Login within any affiliate record.

A F F I L I A T E S
317
When searching for affiliates you can log in from the search results as well.
AffiliateReports
Infusionsoft‟s Affiliate Module contains six reports that are instrumental in keeping
accurate details about affiliate activity. To access these reports, simply over the
Report menu at the top of the page and select View All Reports. Click on Affiliate
Reports on the left menu.
The reports are:
Affiliate Summary –Use this report to see how much revenue your affiliates are
generating. Narrow your search results by the number of opt-ins, number of clicks,
orders, and order total.

A F F I L I A T E S
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Affiliate Redirect Activity –Use this report to find out which redirect links are
generating the most revenue. You may narrow your search results by a specific
affiliate, number of clicks, number of orders, etc.
Affiliate Referral –See who your affiliates are referring to your business with this
report.
Affiliate Payments –Find out what payments have already been distributed to
each affiliate.
Affiliate Ledgers –Use this report to find out how much you owe each affiliate.
You may track by date range and specify your results for a particular affiliate. Use
the Ledger function in your search results to see specific details.
Affiliate Structure -the Affiliate Structure shows the relationships between
designated Affiliates within your Infusionsoft system. This view graphically represents
any active Affiliates.

320
Index
Actions, 146
Affiliates, 294
Appointments, 45
Cascading Style Sheets, 224
chargeback, 239
Contact Settings, 112
Convert To Company, 39
CSS, 234
CSV, 118
custom fields, 102
Day View, 47
Digital Delivery, 189
discounts, 217
double opted-in, 54
dropdowns, 121
duplicate records, 137
Export, 99
Fax, 145
Field Mapping, 120
Firefox, 235, 236
follow-up sequence, 141
Fulfillment reports, 243
gateway, 181
Header HTML, 224
lead sources, 143
Letter, 145
Link Generator, 236
Logos, 110
Menu Bar, 11
merchant account, 181
Multi-Map, 121
MVDate, 282
OD, 282
Opportunities, 267
opt-in, 54
opt-out, 54
Order Forms, 195
order reports, 240
Orders, 284
Passwords, 12
Pay plans, 214
PayPal, 221
pay-per-click, 220
People, 29
previous imports, 129
product categories, 183
Queued Fulfillment List, 145
Recurring Tasks, 49
round robin, 277
sales tax, 212
Search, 95
Search Bar, 20
Shipping, 208
shipping charges, 208
shipping options, 201
single opted-in, 54
Subscription programs, 193
System labels, 107
Tags, 91
Tasks, 45
templates, 64
trials, 217
Unmapped Values, 121
upsells, 217
User Bar, 19
Voice Broadcast, 145
Web forms, 151
Web Forms, 159

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