The Conversica Salesforce Application integrates the assistant directly with a Salesforce environment. This is installed and configured by a Salesforce Admin and Conversica Technical Account Manager. The Assistant will retrieve relevant information from the Lead and Contact pages in Salesforce when they are added to a Conversica synced Campaign. Your Assistant will also provide status and messaging information back to the Salesforce Lead and Contact pages to keep you informed about how things are going with the Lead or Contact.
Lead and Contact Pages
The Conversica status fields that appear on the Lead and Contact pages in your Salesforce are identical. Click here for details about these fields: Salesforce Conversica Fields and Statuses
Both Lead and Contact pages also have a conversation history and campaign details Visualforce section. Combined, these three sections provide all the information you need in order to manage your Assistant and follow up with Leads or Contacts that have been engaged.
Data pushed into Salesforce from Conversica:
The full history of the conversation is displayed on the Lead/Contact Record. You can Reply As Assistant from this view as well.
|Note: Leads that are manually uploaded to Conversica through the use of our Lead Uploader are not associated with your CRM and thus the conversation history will not be logged into the CRM. Please see our article on Importing Leads with the Lead Uploader for further information on this tool.|
Suggested Actions based on Lead Status
- Hot Lead: Find a phone number in the response from the contact or in SFDC and call the contact.
- Lead to Review: Read the email response from the contact and decide what to do next: call the contact; Reply as Assistant to answer their question, or update their status in your CRM.
- Lead at Risk: Call or use Reply as Assistant as required by the situation. These are leads who were hot and are saying they're not satisfied by the contact they've received at this point.
- Satisfied: No action required with Conversica. Your assistant has already turned herself off and you're probably creating an opportunity in SFDC with this contact or at least scheduling a meeting.
Activity History: Logging Tasks
We log tasks in the activity history for all Customer responses to the assistant. By default, the task will be assigned to the Conversica integration API user as a closed task, but we can assign the task to the assigned rep or submit the task as open if that is preferred. You also have the option to include the assistants outbound correspondence as tasks or choose to log no correspondence at all.
Your Salesforce Campaign pages will also have a small section of Conversica information that shows if the Campaign has been actively matched, or "synced", with a Conversica Conversation. Any Leads or Contacts that have been added to the Campaign will have a Campaign Member record on the Campaign page and will begin to be messaged by the assistant.
Lead Upload Process Overview:
- Map Campaign to Conversation Edit Tool
- Configure Variables in Conversation Editor Tool
- Add leads/contacts to Campaign in Salesforce for delivery to Conversica
- Assistant begins to message your leads/contacts
- Lead Statuses are pushed back into Salesforce
Here is what the fully configured Campaign page looks like:
Conversica Dashboard Tab
Your Salesforce Conversica Integration also includes the Conversica Dashboard as a tab within your Salesforce environment. It can be reached by clicking on the Conversica tab or opening the more apps tab. This allows reps to access Conversica dashboard without having to log in somewhere outside of Salesforce. Permissions are applied at the Profile or Permissions Set level in SF. If a user is deactivated in SF, they will no longer have access directly to the Conversica platform. You will still want to go through and reassign leads away from a user that is no longer actively working leads and fully remove the user from the Conversica dashboard.
Click here for more information about the Conversica Dashboard: Conversica Dashboard Overview and Resources
Conversica monitors the standard Salesforce “Email Opt Out” field for opt-outs. Conversica will also populate this field with any “Do Not Email” requests submitted via a leads reply. The Conversation Stage and Status of a lead will be updated to the following when a lead requests “Do Not Email” in their reply.
- Conversica Conversation Stage = Lead Stopped
- Conversica Conversation Status = Do Not Email
Conversica assigns all leads to a representative to ensure the lead is contacted and receives the assistance needed. Leads that are sent to Conversica, by default, will be assigned to the record owner if the record owner has been added to Conversica as a user with the ability to work leads. If the record owner has not been added to Conversica, Conversica will use your account’s Default Rep setting to determine how to assign the lead.
Default Rep Setting
The suggested option for configuring your default rep is to pick one person to be set as the default rep. It is also suggested that you assign a default rep who should not normally have leads assigned to them. This way, if this person receives an alert that a lead was assigned to them, this can serve as an early warning and this user can log in and reassign the lead to the appropriate rep.
Option 2: Round Robin
You can also configure your default rep to round-robin any leads who are assigned to it. This means that Conversica will cycle through each user that has the permission to work leads and assign a lead to each user equally.
Custom Rep Assignment
If you do not use the default record owner field as the rep assignment field Salesforce, Conversica supports the ability to customize which field is read for rep assignment. You will need to send your TAM the API field name and allow for a couple of days for this customization to be set up.
Please contact your Salesforce Administrator if these features are not available to you in your Salesforce environment.