Salesforce
Review the information below to understand the different Conversica fields that will be updated as we receive, process, and message your Leads. These fields can be used for reporting purposes, increased visibility to Reps on a specific Lead in your integration, and our Conversica Options field can be used to notify Conversica if the Lead was contacted and we should follow up—or if we need to stop messaging.
Custom Fields for Salesforce Leads/Contacts
| Field Name | API Name | Type | Description |
| Conversica Date Added | AVA__AVAAI_date_added__c | Date/Time | Date the Lead/Contact was first added to Conversica. (We overwrite the fields to the new date on the lead/contact record when the lead is added to the second campaign) |
| Conversica First Message Date | AVA__AVAAI_first_message_date__c | Date/Time | Date and time the Lead/Contact was sent their first Conversica email. |
| Conversica Last Message Date | AVA__AVAAI_last_message_date__c | Date/Time | Date and time the Lead/Contact was sent their most recent Conversica email. |
| Conversica Last Response Date | AVA__AVAAI_last_response_date__c | Date/Time | Date and time the Lead/Contact last replied to Conversica. |
| Conversation Stage | AVA__AVAAI_conversation_stage__c | Text | Defines the grouping of the Lead Stage, indicating where the Lead/Contact is in a conversation. |
| Conversation Stage Date | AVA__AVAAI_conversation_stage_date__c | Date/Time | Date and time the Lead Stage was last updated. |
| Conversation Status | AVA__AVAAI_conversation_status__c | Text | Provides additional details on the messaging status of a Lead/Contact. |
| Conversation Status Date | AVA__AVAAI_conversation_status_date__c | Date/Time | Date and time the Conversation Status was last updated. |
| Conversica Further Action |
AVA__AVAAI_further_action__c |
Check Box | Checked if the Lead/Contact is determined by your Conversica Assistant to have further questions or that they are waiting on actions from their assigned contact. |
| Conversica Further Action Date |
AVA__AVAAI_further_action_date__c |
Date/Time | Date and time the Lead/Contact became a Conversica Further Action lead. |
| Conversica Lead at Risk |
AVA__AVAAI_lead_at_risk__c |
Check Box | Checked if the Lead/Contact is a Conversica Lead at Risk. |
| Conversica Lead at Risk Date |
AVA__AVAAI_lead_at_risk_date__c |
Date/Time | Date and time a Lead/Contact became a Conversica Lead at Risk. |
| Conversica Lead Status |
AVA__AVAAI_conversica_lead_status__c |
Text | Identifies the actionable label of the Lead/Contact, for example if they are a Hot Lead, a Lead at Risk, or if the response needs to be reviewed by a rep or manager. |
| Conversica Lead Status Date |
AVA__AVAAI_conversica_lead_status_date__c |
Date/Time | Date and time the Lead Status was updated. |
| Conversica Options |
AVA__AVAAI_options__c |
Picklist | Ability to have Conversica follow-up after contact was made, or to stop messaging. Details outlined below. Field automatically returns to a null state after Conversica updates the lead. |
| Conversica Hot Lead |
AVA__AVAAI_hot_lead__c |
Check Box | Checked if the Lead/Contact is a Conversica Hot Lead. |
| Conversica Hot Lead Date |
AVA__AVAAI_hot_lead_date__c |
Date/Time | Date and time a Lead/Contact became a Conversica Hot Lead. |
| Conversica Action Required |
AVA__AVAAI_action_required__c |
Check Box | Checked if the Lead/Contact replied in a manner that Conversica has identified needs to be reviewed by a rep. Conversica will no longer message this Lead/Contact unless they reply and indicate interest. |
| Conversica Action Required Date |
AVA__AVAAI_action_required_date__c |
Date/Time | Date and time a Lead/Contact was last flagged as needing further review. |
| Conversica Assistant |
AVA__AVAAI_assistant__c |
Text | The name of the Assistant the Lead is assigned to in Conversica. |
| Conversica Confirmed Phone 1 |
AVA__AVAAI_confirmed_phone_1__c |
Text | If a new phone number is detected in a Lead/Contact’s response, this field will be populated with the additional number. |
| Conversica Confirmed Phone 2 |
AVA__AVAAI_confirmed_phone_2__c |
Text | If a second new phone number is detected in a Lead/Contact’s response, this field will be populated with the additional number. |
| Conversica Contact List |
AVA__AVAAI_contact_list__c |
Text | The name of the Contact List the Contact is on in Conversica. |
| Conversica Conversation |
AVA__AVAAI_conversation__c |
Text | The name of the Conversation the Lead is engaged with in Conversica. |
| Conversica Discovered Email 1 |
AVA__AVAAI_discovered_email_1__c |
If a new email address is discovered in a Lead/Contact’s response, this field will be populated with the additional email address. | |
| Conversica Discovered Email 2 |
AVA__AVAAI_discovered_email_2__c |
If a second new email address is discovered in a Lead/Contact’s response, this field will be populated with the additional email address. | |
| Conversica Discovered Name |
AVA__AVAAI_discovered_name__c |
Text | If a new first name is discovered in a Lead/Contact’s response, this field will be populated with the preferred first name. |
| Conversica SMS Opt Out |
AVA__AVAAI_sms_opt_out__c |
Check Box | Checked if the Lead/Contact indicates they would no longer like to be messaged via SMS after having previously opted in. |
| Conversica Lead Profile |
AVA__AVAAI_lead_profile__c |
Text/URL | A link to the Conversica Lead Profile page for the selected Lead/Contact. |
Conversation Stage and Conversation Status Definitions
Below is a breakdown of our two fields that outline where the Lead is in messaging. These fields will help you understand if your Assistant is messaging the Lead, or why they are not—for example,
if your Assistant completed a conversation with the Lead or if the Lead was excluded and not messaged.
| Conversation Stage | Conversation Status | Definition |
| Preparing Lead |
|
Lead has been received by Conversica and has not been scheduled for first message. |
|
Lead has its first message scheduled, but not sent. | |
| Messaging |
|
Lead has been sent at least one message and no response to the current series has been received. |
|
Received out of office message. Lead will remain in this status until the next message is sent (based on date extracted). | |
|
Received message asking to check back later. Lead will remain in this status until follow-up check back later message is sent. | |
|
System is reviewing response. | |
|
Next message is scheduled but not yet sent. Typically due to worktimes. Status changes to Sent Message on sending. | |
| Excluded (Client requested lead not be worked) |
|
Client requested specific lead source not be worked. |
|
Client requested specific rep’s leads not be worked. | |
|
Client requested specific lead status not be worked. | |
|
Other reasons for exclusion, typically client rule. | |
| Unworkable |
|
System is missing rep and no primary rep is set. |
|
Lead is a duplicate of earlier lead from client. | |
|
Client CRM marked lead as duplicate. | |
|
Lead is a duplicate of earlier lead from another client. | |
|
Lead is invalidated by email verification system. | |
|
Lead does not have correct email address format. | |
|
Lead does not have an email address. | |
|
Message could not be delivered to mailbox due to three soft bounces (e.g., mailbox is full) or one hard bounce (e.g., domain does not exist) | |
| Lead Stopped |
|
Lead clicked unsubscribe link in message. |
|
Lead marked message as Spam. | |
|
Lead was marked as Do Not Email by Conversica system. | |
|
Conversica system interprets that lead wants messaging to stop for whatever reason. | |
| Client Stopped |
|
Rep’s Manager stopped messaging. |
|
Rep stopped messaging. | |
|
Client Admin stopped messaging. | |
|
Lead deactivated due to an inactive (terminated) Service. | |
|
Client’s CRM stopped messaging through the Conversica Options field. | |
|
Conversica Customer Success stopped messaging (on request from Client) | |
| Conversica Stopped |
|
Leads that do not respond within seven days after last message in Series. Lead could move to Messaging / Response Received if a response is received. |
|
Paused leads that have passed the limit for being worked. | |
|
Lead marked as having already purchased. | |
|
Conversation with lead is complete. System is not expecting any further responses. | |
|
Response is such that system cannot continue messaging, but lead did not request stop. Closely related to Lead to Review, but separate status. | |
|
Service for lead is not active. Lead has not been messaged. | |
|
Response indicates that the contact is no longer at the company. See No Longer at Company article for more information. |
Conversica Lead Status Definitions (new)
The Lead Status field will tell you the current state of the Lead, such as if they are ready to contact or if they need to be followed up with.
| Value | Description |
| Hot Lead | Lead has expressed interest and is ready for contact. Use this field to run reports to see what Leads are currently Hot and ready for contact. A Lead will remain Hot until we follow up and hear if they have any additional questions. |
| Lead to Review | The lead’s reply needs to be reviewed to determine your rep’s next action. Conversica will no longer message this Lead. Lead to Review could include Leads that have notified you of a better contact or asked a question the AI does not continue on. |
| Further Action | Lead responded to the follow-up message indicating that they have further questions or are waiting for actions from their assigned contact. Use this field to run reports to see what Leads require Further Action. |
| Satisfied (New) | Lead responded positively, indicating completion of the Conversation’s objective. |
| Disqualified | Lead responded to the follow-up message, indicating they do not need help and have not met the Conversation’s objective. |
| No Further Action | Lead responded positively to the follow-up message, indicating they no longer require assistance. Unclear if the Conversation’s objective was met. |
| None |
These leads have not yet hit one of the above Conversica Statuses |
Conversica Lead Status Definitions (old)
The following values will be replaced with the new ones listed above on a future date. Existing values for previous leads will not be changed due to this transition.
|
Value |
Description |
| Hot Lead | Lead has expressed interest and is ready for contact. Use this field to run reports to see what Leads are currently Hot and ready for contact. A Lead will remain Hot until we follow up and hear if they have any additional questions. |
| Review Response | The lead’s reply needs to be reviewed to determine your rep’s next action. Conversica will no longer message this Lead. Review Response could include Leads that have notified you of a better contact or asked a question the AI does not continue on. |
| Lead at Risk | Lead has indicated they were not contacted after turning hot and/or has additional questions they would like answered. |
| Satisfied | Lead has indicated they were contacted and have no open questions. |
Conversica Option Definitions
You can change a Conversica status by creating picklist values under “Conversica Options.” The following options are available and must be implemented as listed (case sensitive):
| Picklist ValuePick | Definition |
| Stop | Conversica will discontinue messaging the Lead and will stop listening for responses. |
| Skip to follow-up | Conversica will wait two days and follow up with the Lead to ensure they received all the information they were looking for. |
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