Using Workflows to Skip Ahead When Contact Information is not Confirmed

This article covers how to use a Salesforce Workflow to trigger the assistant's follow up. First, let's recap how the follow up organically works in a conversation: 

How Follow Up Works in a Conversation

Conversica's AI assistant engages leads in a two-way conversation to identify interested prospects. Once a lead/contact responds to the AI assistant confirming their desire to speak to a representative by phone or email, the AI assistant hands the lead/contact off to the representative. Later, the assistant follows up with the lead/contact to make sure they received the information they needed and are satisfied. 

This follow up occurs naturally within the conversation after interest is expressed in the lead/contact response.

How to Use a Workflow to Trigger the Follow Up

If Conversica is integrated with your Salesforce instance, it is possible to create a workflow to trigger your AI assistant to follow up with the lead/contact even if they did not confirm their phone number or email. 

Below is some logic you can leverage from Converisca's data to configure this. Please be aware of any other fields you may need to consider within your own integration to add to the logic.

Blue = Field
Red = Value

When: Conversation Status = Listening AND Conversica Last Response Date /= Null
Then: Update Conversica Options to Skip to Follow-up

For more information on Fields in Salesforce, please review this article: Conversica Fields and Status Types - Salesforce

For more information on our Conversation Stage and Conversation Status fields, please review this article: Conversation Stage and Conversation Status Definitions