wiki/knowledge/salesforce/papertube-sample-kit-workflow.md · 636 words · 2026-04-05
PaperTube Salesforce Sample Kit Automation
A Salesforce workflow designed to convert high-engagement ABM contacts into physical sample kit sends, followed by a structured sales follow-up. Decided during the [1] quarterly review on 2026-04-02.
Overview
When an ABM contact demonstrates high engagement (2+ clicks), the workflow automatically notifies fulfillment to send a physical sample kit and creates a timed follow-up task for the sales team. The goal is to capitalize on demonstrated interest before it cools, giving sales a concrete reason to call.
Sample kits cost approximately $20 all-in ($10 kit + $10 UPS shipping) and are fulfilled through PaperTube's existing Shopify/fulfillment process managed by Samantha.
Trigger Condition
| Field |
Value |
| Object |
Contact (ABM contacts are stored as Contacts, not Leads) |
| Trigger |
Email click count ≥ 2 within the active ABM sequence |
| Exclusion |
Contacts who have already received a sample kit (do not re-trigger) |
Note: Because ABM contacts are Contacts (not Leads) in Salesforce, this trigger must be configured separately from the existing nurture campaign trigger, which fires on Lead Stage = Nurturing. See [2] for context.
Workflow Steps
- Action: Send automated email to Samantha (fulfillment)
- CC: Parag Agrawal
- Email contents:
- Contact name and company
- Shipping address (pulled from Contact record)
- Brief context: "High-engagement ABM contact — please send standard sample kit"
- Fulfillment path: Samantha processes through the existing Shopify/fulfillment flow (same process reps use for manual kit sends)
Step 2 — Create Follow-Up Task (7–10 Days After Kit Send)
- Action: Auto-create a Salesforce Task on the Contact record
- Due date: 7–10 days after Step 1 fires (allow time for delivery)
- Task subject: "Follow-up call — sample kit sent"
- Assigned to: Parag Agrawal (for manual assignment to a sales rep)
- Routing: Do not round-robin. Route all tasks to Parag first so he can assign based on rep availability and account fit.
Step 3 — Sales Call
- Goal: Call the contact after estimated kit delivery
- Talking points to develop: Industry-specific scripts for when someone answers vs. voicemail
- Context for rep: Contact has received a kit — use it as the reason for the call ("I wanted to make sure you received the package and answer any questions")
Interaction with Re-Engagement Nurture Flow
Contacts who trigger this workflow should not be simultaneously enrolled in the [3] flow. The enrollment criteria for the nurture flow should explicitly exclude contacts who have received a sample kit.
- Nurture flow target: ABM contacts who finish the sequence with low or no engagement
- Sample kit workflow target: ABM contacts with high engagement (2+ clicks)
Karly to define the exact enrollment exclusion logic when building the nurture flow.
Key Decisions from 2026-04-02 Meeting
- Kit cost approved: ~$20/kit is acceptable given the quality of leads being targeted
- No round-robin: Parag wants to personally assign follow-up calls to maintain quality control, at least initially
- Automation scope: Samantha handles fulfillment manually via email notification; full end-to-end automation (e.g., programmatic Shopify order creation) was discussed but deferred
- Trigger threshold: 2+ clicks chosen as the signal for "high engagement"; single opens are insufficient
Action Items
- [ ] Build Salesforce flow per the steps above — assign to Mark Hope
- [ ] Define enrollment exclusion rules (exclude contacts who received a kit) — assign to Karly Oykhman
- [ ] Draft call scripts (answer + voicemail) for sales reps — assign to Karly Oykhman, send to Parag for review