Documentation: Workflow for tagging moved contacts

[schuyler1d]

When a contact responds with "I've moved":

• For geo-targeted campaigns we want to opt them out for that campaign, but NOT opt them out of
• We want to send them an actionable query or link where they can update their address (can that be done through a canned response+action similar to script actions)?
  • Even if they don't reply /update their new geo info, we might want to 'blank out' their info in our CMS so they don't keep getting geo-targeted incorrectly on the old info (or is the 'nagging' a "feature" to get them to complete the address update?)

[ibrand]

This is a standard use case for tags. Curious if you have something else in mind? @schuyler1d

[schuyler1d]

Agree that this is a use case for tags. I think there are a few things worth noting:

• "Moved" is probably a tag we want in some default set (ie the name/id or whatever to be consistent across systems).
• Moved could at least sometimes have metadata about their move (what state/zip are they now?)
• Moved might connect to a canned response.

It's worth thinking about this for our tags implementation

[ibrand]

Just to link these: #1473 is the tags ticket

I think that a moved tag + connecting to a canned response keeps this flexible for the many metadata use cases we see. That said, at the moment, we have no way of noting that they moved to a particular state. If the tag is auto-applied to a canned response, the texter wont have any way to edit or add a note

[Frydafly]

Now that the "Moved" tag exists, and can be applied to contacts per campaign, I still see a feature request for a prompt to update address or update state for the contact after being marked as moved.

For example, for any campaigns integrating with VAN, VAN doesn't let you update anyone's address. But perhaps there are other CRMs with APIs that let you write this data? Looping in Larry in case he knows! (@lperson )

In any case, perhaps it would be helpful to have this workflow in place so that people could supply their new address, new state, new zip code, and the data either integrates with the crm or is spit out in a csv?

Also wondering if there any orgs in this space that have expressed an interest in this feature.

[schuyler1d]

Just a note that the "moved" tag doesn't exist, but now can exist and can be supported with VAN api. I think the main question here is whether to create a doc with something like "best practices on using/setting up Spoke" where one item would be to create a Moved tag and canned response (along with a "wrong number" one).

Second question is how much we want to standardize across CRMs integration for these common cases -- my concern around a full form, etc (at least by default) -- is that different orgs/campaigns may have diff priorities about 'getting up-to-date info' vs. just noting that the current info is wrong (e.g. often a 'wrong number' or 'moved' is also an optout -- e.g. for a regional political campaign, if someone moved out-of-district/state then they're just no longer relevant)

[Frydafly]

Thanks, Sky! Looping in @nladhani who I think may have created a best practices document regarding tags that are helpful to use when setting up spoke. I'm sure other folks in the space have worked on this too, so I'm going to add a documentation & outreach tag to this too!

[Arique1104]

Hello,

My name is Arique (they/them) and I am the Community Manager for Spoke. First of all, thank you so much for creating this issue and for everyone’s contributions to this ticket.

I am going through all of our issues and beginning to close all issues created in 2018 or older. Your issue qualifies.

I am giving everyone one week to answer the following question:

• Has this issue been resolved during the subsequent Spoke Updates?

On November 16th I will be closing this issue if:

1. There is no response
2. You respond yes

If you are reading this message after November 16th, please note that if you tag me and answer the above question, I will be happy to reinstate the issue.

[ibrand]

Hm. I think at this point this is more of a "workflow document" need than a feature need. We could close and then open an issue specific to documenting a nice workflow for tagging moved contacts

[Arique1104]

Thank you!