Targeting allows admins and managers to specify which agents in a group can message which contacts. You can tailor the targeting of goals based on:
- Tags: The tags applied to contacts. For more information about tags, see How do I use tags?
- Custom Fields: The data in Custom Fields. For more information about Custom Fields, see How do I use custom fields?
- Goal Results: The previous responses (Yes/No, etc.) marked in a previous goal. For more information, see What are lead actions?
When creating new goals, the targeting defaults to include all of the contacts in the group. Admins and managers can use targeting filters to narrow the list of contacts the goal targets so only specific contacts are messaged in the goal.
Note: Targeting can’t be edited after a goal is launched. For more information about creating goals, see How do I use Hustle goals?
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What are the different targeting filters?
There are three types of targeting filters:
Tags
When targeting tags, you can choose 3 types of filters:
- Have all of these tags: Target contacts that have all of the selected Tags.
- Have any of these Tags: Target contacts that have any of the selected Tags.
- Does NOT have any of these tags: Message contacts that do not have any of the selected Tags. (e.g like Moved or Wrong number)
Custom Fields
When targeting Custom Fields, you can choose 4 types of filters:
- Is any of these: Contacts that have any of the entered values in the selected Custom Field.
- Is NOT any of these: Contacts that have data in the Custom Field that is not any of the values entered.
- Has any value: Contacts that have any value in the selected Custom Field.
- Has a blank value: Contacts that have the selected Custom Field blank.
Note: Targeting Custom Fields is case-sensitive.
Goal Results
When targeting Goal Results, you can target contacts who were marked with one of the following lead actions:
- Yes
- No
- No result marked (no lead action selected, or when you select and remove a lead action)
Admins and managers can also target contacts where:
- Agent messaged lead
- Agent did NOT message or skip lead
- Responded to the goal
- Did NOT respond to the goal
- Contact was skipped
• The goal results filter can only target other goals in the group.
• When targeting goal results of VAN survey goals, you can’t target based on survey responses to a VAN survey (e.g. Yes, No, Maybe, Strong support, undecided, etc.).
Assigned Agent
When targeting with the Assigned Agent filter, you can target contacts based on the agent they're assigned to. Admins and managers can target contacts who are:
- Assigned to anyone: Assigned to any agent.
- Assigned to one of: Assigned to any of the agents specified.
How do I use multiple targeting filters?
Any number of targeting filters can be combined to narrow down the contacts messaged in a goal.
Targeting filters operate on an and logic, meaning only contacts who count in all of the targeting filters set will be included in the goal. Keep the following in mind when using multiple targeting filters to target contacts.
Tags
When using multiple tag targeting filters, only contacts that fall into both filters will be targeted.
- E.G. In the below example (where two tag targeting filters are being used) only contacts with the Accepted tag AND who don't have the Wrong number tag are being targeted.
Custom Fields
When using multiple Custom Field targeting filters, only contacts with both specified values, in both Custom Fields, will be targeted.
- E.G. In the below example (where two Custom Field results targeting filters are being used) only contacts who have oakland in the Custom Field "city" AND have berkeley in the Custom Field "campus" are being targeted.
Goal results
When using multiple goal results targeting filters, only contacts whose response falls into both filters will be targeted.
- E.G. In the below example (where two goal results targeting filters are being used) only contacts who were messaged by agents in the selected goal, AND responded to the agent's message are being targeted.
Assigned agent
Because contacts can only be assigned to one agent we don't recommend using multiple Assigned agent targeting filters. Instead, when targeting the assigned contacts of multiple agents, we recommend using only one Assigned agent targeting filter; you can use one Assigned agent targeting filter to target the assigned contacts of multiple agents.
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E.G. In the below example both the contacts that are assigned to Jake and the contacts that are assigned to Mason are being targeted.