KEAP PRO Quick Start Guide

Contents

Chapter 1, Lesson 1 – Logging In and Locating Contacts ​ 1

Chapter 1, Lesson 2 – Locating the Master Sales Form ​ 1

Chapter 1, Lesson 3 – Controlling SG Automations - Master Sales Form ​ 2

Chapter 1, Lesson 4 – Adding New Contacts - Master Sales Form ​ 2

Chapter 1, Lesson 5 – Creating Direct Emails in Keap ​ 3

Chapter 2, Lesson 1 – Tasks Assigned from Automations 4

Chapter 2, Lesson 2 – Handling and Completing Tasks 4

Chapter 3, Lesson 1 – Appointments Area Set Up 5

Chapter 3, Lesson 2 – Booking Appointments and Using Reminders 6

Chapter 4, Lesson 1 – Creating Quotes in Keap 7

Chapter 4, Lesson 2 – Sending a Quote ​ 8

Chapter 5, Lesson 1 – 20 Days to Close Actions 8

Chapter 5, Lesson 2 – Stopping Follow up Actions 9

Chapter 5, Lesson 3 – Notification that a Quote is Accepted 10

Chapter 6, Lesson 1 – Service Topics and Upsells 10

Chapter 6, Lesson 2 – Using Tags with Upsells11

Chapter 1, Lesson 1 – Logging In and Locating Contacts ​

• Initial account set up – if you haven’t already done so, open your Keap Email invitation to set up your account then log out once done​
• Browse to Keap.com​ and login
• Click the Login button (located in the upper right-hand corner) and fill in your email and password​
• Note: you will be prompted by Keap to update your password every 90 days​
• Click on your Account icon in the lower left-hand corner​ (default is your first name initial)
• Here you can add or change additional information like photo and company information then click Update to save your changes 
• Home icon​
• In the Home area of the screen, you will see options for 
• Dashboard – displays contact counts and other widgets
• Getting Started – these are instructions for setting up your Keap account; however, your account has been set up for you already by SG 
• Search icon 
• Option 1​ – Search from the side bar
• To do a quick search for a contact, click on the Search icon on your sidebar
• Begin inputting the name of the contact you want to view and matches for that will automatically display
• Option 2​ – Using Filters
• Click on the Contacts icon located in the left-hand sidebar ​
• Select what you want to search, most often this will be People
• In the Contacts column menu, click on the upside-down pyramid (Filter Contacts icon) to set up specific filters as search terms​
• Type in the field you want to search in the Add a filter area​
• Example: Phone as the field and select Contains 
• Type in area code of choice then click View Contacts​
• To further refine your search, you can add a filter for shipping address postal code or some other criteria to filter your contacts
• Click on the contact you want to view, and the client record is displayed
• The right-hand pane contains contact’s information
• Activity related to that account is displayed​

Chapter 1, Lesson 2 – Locating the Master Sales Form ​

• The Master Sales Form is a custom internal form which allows you to interact with automations, status of a contact and the contact’s information​ all in one place
• To access the form​
• Search for your contact using the Search icon​
• Locate and click on your contact of choice​
• Under the contact’s information choose the More icon​
• Select Forms​ as an option
• Choose Master Sales Form​
• Contact Type - Four contact statuses are listed: Lead, ClosedLead, Client, FormerClient ​
• These are more detailed than what Keap Pro uses
• SG uses these statuses in automations to segment your contacts
• You will also see your automations listed​ – this form is used to control automations also
• The 20 Days to Close automation has radio control buttons you can select as needed ​
• The upsell automations have radio control buttons you can select as needed to update the preferences/services for your leads and clients
• Click on Update Contact button to save your changes​ (very bottom of the form)
• If you don’t want to save your changes, go to top of form and click on “X” to exit and discard any changes​

Chapter 1, Lesson 3 – Controlling SG Automations - Master Sales Form ​

• Search for and select contact of choice​
• Above the contact record you will see Keap radio buttons for Lead, Client and Other​
• You can fill these in if you like; but, SG uses more specific contact types
• Access the Master Sales Form​
• Under the contact’s information choose the More icon​
• Select Forms​
• Choose Master Sales Form​
• You see Lead, ClosedLead, Client and FormerClient status listed​ – change status here
• You can update basic contact information on this screen​
• To add a note in the Notes field, type in information of choice​
• To update the status of any automation, choose the appropriate radio button​
• In 20 Days to Close, select Did Not Buy radio button if client declined an estimate​
• Under any Upsell automation, click the appropriate option
• Example, you can select the Not Interested radio button if they didn’t want the service​
• Until the next year selling cycle, no additional upsell emails will be sent for that particular upsell​ to this specific client
• Click the Has Service for the upsell service they DO want​
• If you click on a status that you didn’t intend, select No Action to clear the entry
• Click Update to save your changes​
• You now know how to update the automations that are interacting with your contacts and update their status​! 

Chapter 1, Lesson 4 – Adding New Contacts - Master Sales Form ​

• When adding a new contact first check to see it doesn’t already exist​
• SG recommends that you search for the contact by Name and also by Email ​
• This helps you avoid creating duplicates in your system​
• Click on the Plus sign to add a contact and select the Master Sales Form​
• Here is how to create a new contact with the Master Sales Form​
• Click on the Lead (or Client) radio button​
• Fill out all required form fields like first and last name, email address​
• In the Company field click Add a Company to add a new company name if needed​ – Note: Only put company names in this field for Commercial Clients
• Add in phone and phone type with any notes​ (most often phone type is Mobile)
• For new leads, if you don’t have a service address, you don’t need to add a shipping address (service and shipping address are the same)
• Click Submit​
• Going back to Search, filter for the contact you just created​
• When you get additional contact information, you can update the contact​
• Click on the More icon, choose Form, Mater Sales Form ​
• If you now have a shipping address, add in then click Update contact button at bottom of form​
• This form can be submitted as often as necessary​!
• NOTE: SG recommends that you do not delete clients if they stop service – simply update their Contact Type to FormerClient instead

Chapter 1, Lesson 5 – Creating Direct Emails in Keap ​

• Search for and click on the contact of your choice​
• Under the contact on the icon menu bar, click on the Email icon​
• Option 1 – Create your own email​
• In the box that pops up, complete the fields just like you would a regular email​
• There is a toolbar that allows for formatting, spelling checking and insertion of links or images​
• Click Send​
• Option 2 – Use a template​
• In the box that pops up, complete the fields just like you would a regular email​
• There is a toolbar that allows for formatting, spelling checking and insertion of links or images​
• You can turn on the Signature radio button at bottom to display your photo and contact information​
• At the bottom, there are four icons. The last icon is a Template icon​
• Click on this to insert the template of your choice​
• This will pre-populate your email with template data​
• Click Send​
• Creating Templates​
• Click on the Email icon to compose a new email​
• At the bottom of the email, choose the Template icon​
• Choose Manage Templates to edit or create a new template​
• Note – if desired, you can put HTML into a template​ 
• If you don’t want to send the email just click the X in the upper left-hand corner of the email window
• If you have already inserted a template, after clicking on the X in the upper left-hand corner, choose Close and Delete​

Chapter 2, Lesson 1 – Tasks Assigned from Automations

• The Home dashboard makes it easy to view tasks assigned to yourself or your team
• The dashboard shows several columns, one of which is for Tasks
• Note: the Task column only shows tasks that have not been completed
• Tasks can be:
• Assigned manually or by automation for action by someone on your team
• Completed manually in Keap
• Examples of Tasks
• Estimate Follow-up Call
• This is a task assigned by an automation, in this case 20 Days to Close
• Clicking on the listed task opens up the task itself to reveal task details
• Task due date, notes, actions required, who the task is assigned to, and who the contact is to be contacted
• Estimate Request
• This is a task assigned by an automation, in this case an Upsell automation
• Clicking on the listed task opens up the task itself to reveal its details
• Task due date, notes, actions required, who the task is assigned to, and who the contact is that should receive an estimate
• The task is to create an estimate and can be checked off when completed
• Manually created task
• You can create a reminder for yourself to complete a task of your choice
• Schedule service
• When an estimate is accepted, the automation can automatically create a task to schedule service
• If you click on the Contact line of the task listing, instead of the task itself opening up, the Contact record page will display
• On a pane to the right of and adjacent to the contact record, you can see the task listed there 
• If you click on it, you can see task details as usual
• Note: There is no connection between Primary systems such as ZenMaid or Jobber and Keap for the purposes of scheduling
• Contacts originally in your Primary CRM were uploaded into Keap along with their contact information and services they have
• Keap will alert you to schedule service in your Primary CRM either by email directly and/or task in Keap

Chapter 2, Lesson 2 – Handling and Completing Tasks

• Tasks create a flexible way for you and your staff to coordinate what needs to be done 
• There are three ways tasks can be accessed in Keap Pro

1. On the Home dashboard, tasks are shown in the Tasks column
2. You can also see them at the individual contact record level
3. The My Day icon will bring you to a choice of appointments or tasks

• When looking at tasks, you will see the assigned tasks ready to be completed along with a blank check box by each one
• There are a couple of ways to mark a task complete

1. When a task is completed, check the box to the left of each task -OR-
2. Open up the task and click on the blue words Mark as Complete in the upper right-hand corner

• Working within an uncompleted Task
• To make a note in a task
• Open the task
• In the notes field, record the information you want
• Click Save
• To reassign a task to someone else
• Open the task
• Choose the drop-down arrow in the Assigned user field 
• Choose the team member you want to assign the task to
• Click Save
• Note: An unopened task listing will always display who is assigned to it 
• Working with a completed Task
• When you want to revisit a completed task
• Click on the My Day 
• Select the Tasks option
• In the upper right-hand corner of the screen, click on the blue text Show completed to reveal all completed tasks
• Uncheck the check box to the left of the task you want to open
• This opens the task, and you can edit as desired
• For example: You can set a new due date for the task and also a reminder for yourself to get it done 
• Click Save 
• This closes the task and takes you back to the Task screen showing all your completed tasks
• Click on the blue words Hide completed in the upper right
• The task now appears in your active tasks listing on the Tasks screen

Chapter 3, Lesson 1 – Appointments Area Set Up

• Log into Keap and click on the My Day icon
• Here you can connect your calendar with Keap through Google Calendar and Outlook Calendar. To connect Google calendar
• Click on the blue Connect button
• Choose account
• Choose Allow at bottom to enable Keap to see your calendars
• On the Appointments screen you can now see appointments in your professional calendar as well as appointments that you want to book through Keap
• There is a 15-Minute Initial Consultation template and a 60-Minute Coaching call template you can use as a sample appointment
• Clicking on a template’s blue Send Invite arrow brings up an Email for you to edit as desired then send 
• It is up to the recipient to book a time with you 
• They will see an open time on your calendar and be able to book themselves an appointment into that time slot
• Clicking on the template’s blue Book Now opens up a new appointment box 
• Select the recipient of your choice
• Click the blue Continue and select the time button 
• This pulls up a month calendar and a series of time slots you can choose
• Choose the day and time you want 
• Click on the Book Now in the time slot of your choice
• The Book Now words now say Confirm
• Click on Confirm
• Your screen will confirm you booked an appointment
• Your calendar will also now reflect that same appointment
• Once your calendar is connected to Keap, you can book appointments directly from Contact records as well
• To book an appointment from the Contact record
• Choose the More icon button
• Arrow down to the Meet with option listed
• This opens up a new appointment box where you set up an appointment in the same way as previously explained
• You can create your own types of appointments if you like
• Now that your calendar is integrated you can book appointments from a variety of different screens

Chapter 3, Lesson 2 – Booking Appointments and Using Reminders 

• Once your calendar is set up, you can book appointments directly with contacts inside and outside of your company through Keap
• Log into Keap 
• Click on the My Day icon in the left-hand navigation bar
• On the Appointments screen, above the first column which displays the Keap templates available for booking appointments, you will see Appointment types at top and a + sign to the right
• Click on the + sign to open a new screen so you can create a new appointment type
• In the Name field type the name of your choice for the appointment 
• Under Location, choose the location
• Your choices are Online, Phone, In-person
• Click the radio button of your choice to allow either yourself or your invitee to choose the location
• Click on the blue Next button in the upper-right hand portion of your screen
• A new screen comes up where you will choose hours and availability
• Under Duration, arrow down to the hours of your choice
• Under Buffer time, select the amount of time you want before and after your appointment
• Under Availability choose your start and end time
• You can also click the blue Add timeframe to add a different timeframe of your choice
• Click the blue Next button in the upper right-hand corner
• This brings up the Additional options screen
• Pre-appointment instructions are located here
• They are displayed on the booking confirmation page
• These can be toggled on or off
• Toggling them on allows you to enter appointment instructions in the Appointment Instructions field
• Check the box by the calendar you want to show
• Click the blue Finish button in the upper right-hand corner
• A new screen pops up allowing a preview the new type of appointment you just set up
• Clicking on the blue Preview button brings you to a screen where you can select the date and time of your appointment
• Finish booking your appointment 
• This will give you a confirmation appointment once done
• On the Appointment screen
• The new appointment will show on your calendar
• The new appointment type you just set up can now be seen in the left-hand column under Appointment types
• You can also access this new appointment type template through the Contacts tab on your left-hand menu bar. To do this:
• Click on Contacts to locate the contact record of your choice
• Click on the More icon
• Select the new appointment type you just created
• Setting up automated appointment reminders
• Go to the Automations tab on your left-hand menu
• In the Automation Templates area, choose Appointment Reminders by clicking on the + sign in the upper right of the Automation reminder template 
• Click the blue Publish button in the upper right-hand corner
• The default in Keap is to send a reminder 24 hours prior to any appointment and an hour before
• You can modify the timing and text of your automated reminders
• Go to the Automations tab in the left-hand menu of your Keap screen
• In the My automations menu, choose Easy and locate the automation you want to modify

Chapter 4, Lesson 1 – Creating Quotes in Keap

• Keap Pro can send Quotes that can be accepted online
• To create a Quote, filter for and choose the contact you want​
• Under the contact’s information choose the More icon​
• Then select Add Invoice, Payment or Quote
• Select Quote from the list
• A new quote will open up ​
• SG recommends creating a line item for the total price of the service(s) quoted
• This avoids the need for a detailed listing of services/products
• SG recommends using the email that accompanies the Quote to list any additional information or terms/conditions that you wish to send
• A template can be created so that the accompanying email is ready to go any time and you spend less time copying and pasting boilerplate information

  ​

Chapter 4, Lesson 2 – Sending a Quote ​

• Search for and select your contact of choice​
• Choose the More button 
• Create Quote
• Edit the Email to go out with the link to the Quote

• Send

• What the client sees​
• The client receives an email containing the Quote​ link
• After they click to view the Quote, they can Accept the Quote by clicking on the button
• Once accepted, the client will receive a confirmation of quote acceptance
• What you see
• Once the Quote has been accepted, an email notification will be sent to your company email
• A task can be assigned to schedule the service for that client​ (optional)

Chapter 5, Lesson 1 – 20 Days to Close Actions

• 20 Days to Close (20 DTC) is an SG Quote follow-up automation
• 20 DTC can be started and stopped manually from the Master Sales Form
• 20 DTC is started automatically when a Quote is sent from Keap
• It will stop automatically when the quote has been accepted by your client
• The name 20 DTC comes from clients not making up their minds right away 
• They need time to think about the estimate
• SG found that continued follow up with prospective clients resulted in more sales, even after one, two or three weeks
• The automation brackets the timeline between when the estimate is sent and when the automation ends
• Note: While a contact is in 20 DTC, any additional quotes will not trigger 20 DTC 
• There are typically 2 calls assigned to at Day 1 and Day 3 – these calls are optional
• Texting from automations has not yet been enabled for this Keap instance
• At some point this feature may be enabled
• In Keap, there are a number of tags added when someone enters into 20 DTC
• The tags show where the contact is in the automation 
• Tags starting with 1- are Status tags and show location in the automation
• Example: the 1-SG-20DTC-S00-Day 00 represents the day the estimate is sent
• Tags starting with 4- are Profile tags and show which automations they are in
• Example: 4-SG-20DTC-98-In Pipeline 
• The presence of the above tags on a contact record show you the contact is in the 20 DTC automation and at what point
• As the contact progresses through the automation, tags are automatically added and removed to update the contact’s location in 20 DTC
• The 1- status tag tells you how many days have elapsed in the automation
• When you send a Quote out to a contact, Keap automatically triggers the 20 DTC automation and starts the follow up process
• This saves you time from having to remember to follow up with people because the automation sends out the reminders on its own
• If you are using another Primary CRM, it may be able to turn on/off 20 DTC automatically
• If your CRM cannot turn on/off 20DTC automatically, the Master Sales Form is required

Chapter 5, Lesson 2 – Stopping Follow up Actions

• The Master Sales Form is used to control the 20 DTC after a Quote has been sent out
• You can make a change as to how the 20 DTC automation is going to progress
• You can stop or delay 20 DTC this way
• To use the Master Sales Form to change how 20 DTC progresses
• Log into Keap 
• Locate a contact who is already in the 20 DTC pipeline
• Go to the More Icon, arrow down to Forms and select the Master Sales Form
• Scroll down to the section titled 20 Days to Close Estimate Follow up Actions
• If you want to delay the 20 DTC follow up
• Click on the Communicating – Delay radio button reflecting the time frame of your choice
• So, for example, if you want to delay communication from the automation for 3 weeks, click on the Communicating-Delay 3 Weeks button

• Click the blue Update Contact button located at the bottom of the Master Sales Form

• When you delay follow up, the contact will not receive any more 20 DTC follow ups until the delay time has elapsed
• Once the delay time has elapsed, the automation resumes follow up in a limited fashion with an email and a then phone call
• The automation will not resume running the entire length of its logic
• To Stop the 20 DTC Automation
• Go to the More Icon, select Forms and select the Master Sales Form

• Scroll down to the section titled 20 Days to Close Estimate Follow up Actions

• Choose the Stop-Did Not Buy radio button

• Click the blue Update Contact button located at the bottom of the Master Sales Form

• The contact will now be removed entirely from the 20DTC sequence and not receive any more automated estimate follow up for that Quote
• The tags will subsequently be refreshed on the contact by the automation and reflected on the contact record in the Tags section under Contact activity
• You can now see the contact did not buy and they are out of 20 DTC
• SG typically uses two types of tags 
• A 4- tag which is a profile tag and a 1- tag which is a status tag
• The 1- tag will show you where the contact is at any given point in the automation while it is running
• It is automatically refreshed as the automation advances
• The 4- tag tells you if they are in the Main Pipeline or if they are in Communicating pathway
• Other 20 DTC Control Options from the Master Sales Form
• Stop – Exit Now
• Stop – Exit Now-No Future Follow Up
• Stop – Did Not Buy
• Stop – Bought

Chapter 5, Lesson 3 – Notification that a Quote is Accepted

• When a Quote is accepted, you will receive notification from Keap
• 20 DTC will be stopped automatically if the Quote was sent from Keap
• The client receives a confirmation of acceptance from Keap
• Tasks can be assigned to someone else if desired (optional)
• Keap cannot inform your Primary CRM when a Quote is Accepted
• The notifications will be sent to email and a Task can be assigned in Keap
• No alert will appear in your Primary CRM

Chapter 6, Lesson 1 – Service Topics and Upsells

• SG provides you with upsells that are tailored to your service industry
• These upsell automations each contain 3 emails for clients/leads and the emails are spaced out according to your preferences and are the components of your marketing calendar
• Each email that is sent out to your clients and leads has your company branding 
• The logo is always at the top followed by upsell information in the body of the email
• Note: It may look funny in the Keap email editor; but, the logo is actually a merge field that will merge in your logo when the email is sent
• There are several ways a client/lead can respond to the automated email; for example they can
• Click on the Get an Estimate button in body of the email which will
• Create a task for you to create an estimate (optional)
• Send an email notification to create an estimate 
• Click on the blue I’m not interested link in the body of the email
• If they click this link, this will trigger Keap to apply a tag that would exempt them from receiving any additional emails from that particular upsell
• Contact your office by phone or reply to the email they received
• Elect to unsubscribe using the Unsubscribe link at the bottom of the email
• Note: This link is mandatory for all emails sent from Keap

Chapter 6, Lesson 2 – Using Tags with Upsells 

• You can apply tags through the Master Sales Form and directly on the contact record 
• Locate the contact of your choice
• Click on the More icon, arrow down to Forms and chose Master Sales Form
• Click on the Client radio button to change them from a lead to a client
• Add in any information you need
• Click the Has Service radio button under Upsell Actions for each service that was purchased
• Click the Not Interested radio button for services not wanted
• Click the blue Update Contact at the bottom
• Note: Don’t click any radio buttons for upsells that haven’t been sent 
• When the form is submitted, the client is tagged not to receive any more upsell emails from that specific upsell
• Automations run on an annual schedule
• If a client requests an estimate, they will not receive any more emails from that specific upsell for a year 
• Note: a 4-SG-…-Estimate Requested tag will be applied to their record
• If they click on the I’m Not Interested link, they won’t receive any remaining emails from that upsell for the year
• Note: a 4-SG-…-Not Interested tag will be applied to their record
• Once the automation resets for the next selling cycle, these tags are automatically removed by the upsell and contacts will once again get upsell emails from that automation
• Under Contact activity, click in the Tags section to see a complete listing of all tags
• If a client or lead doesn’t want to receive any upsell related marketing through email and/or text, you can apply a 4-SG-Do Not Market tag and/or a 4-SG-Do Not Text tag to the contact record
• To do this, click on the Tag icon located above the Contact activity pane 
• The Add tags box pops us
• Type in Do Not Market then choose that tag from the drop-down list
• Click on the blue Add tag button
• Note: You can apply a Do Not Text tag in the same manner
• If you want to remove a tag
• Click on the Tag icon in the middle panel
• Click on the x to the right of the tag you want to remove 
• Note: The x is the Remove tag button
• If you remove the Do Not Market tag or the Do Not Text tag from a client record, this will allow them to start receiving marketing upsell communications again
• Tagging allows you to control individually the marketing emails received by your contacts