CDK Integration Overview

Integration Overview

Conversica Integrates with CDK through Email Forwarding. When you enable this integration in your CRM it will enable a two-way transmission of data from CDK to Conversica. Here’s how it works:

• CDK Lead data will be forwarded upon assignment in CDK to your Conversica dashboard so your assistant can engage new leads as they arrive.
• When your assistant engages a lead, the conversation history will be forwarded back to the lead profile in CDK.

This integration enables to you monitor your sales assistant’s conversations without leaving your CRM.

Minimum Requirements 

In order to set up the integration you must meet the following requirements: 

• You must have an active CDK CRM instance
• You or another member of your team must have Administrator permissions in CDK CRM
• You have created a CDK user profile & working email address for your Conversica Assistant
• You use an automatic assignment process in CDK (eg. Round Robin)

Set-Up

A. Begin by adding email forwarding addresses to CDK User Profiles:
You will need to add the @meetauto.com forwarding address to each rep's profile in CDK to enable lead forwarding to Conversica. You will receive these from your Conversica Installation Specialist: 

1. Log into CDK Global with an Administrator account. 
2. Click Launch > Setup > Users.
3. Enter the rep's name and click Search. This will open the User Edit page.
4. Go to the Mobile Email Address Field and enter the forwarding address (example: gracesmith1234@meetauto.com).
5. Click Preferences > Alerts.
6. Deselect all checkmarks under Mobile Email except:
7. An "iLead Assigned" notification is sent to me
8. In the Restraint drop-down box, select Deliver As User Selects for An iLead Assigned notification is sent to me.
9. Click Save.
10. Click OK.

B. Inbound Server Setup
 
The Inbound server setup is necessary to ensure Conversica can insert outbound messages and customer responses back into CDK.
 
What you need: 

• CDK profile for your assistant (you have completed this).
• A valid dealership email for your assistant (e.g., jessica@yourdealership.com), you will also need the password to access this email account. This is not the CDK profile password.
• The email user ID. This will be the email you created: jessica@yourdealership.com.
• Server name. You may need to contact your email provider to obtain the server name.
• Your email server protocol (e.g., POP3/IMAP). Your email server provider will be able to tell you the protocol. 

Steps to set up the Inbound Server:

1. Log into the CDK profile you created for your assistant. 
2. Go to the email settings tab.
3. Make sure that the only box selected is "inbound server".
4. Enter all the information in the appropriate areas (this will come from steps 1-5 under "What you need:"). This will be the email user ID (jessica@yourdealership.com), the password to access your assistant's email account (not the password to access the assistant's CDK profile), your email server name, and the server protocol.
5. Click Test Connectivity. If you receive no error messages, the inbound server is set up properly. If there are any errors, you will see an error message notifying you of the issue (e.g., the email user ID or password is wrong). 

3. Verify Access
The last step in the setup process is handled by your Conversica Software Installation Specialist. They will take the necessary steps to complete the setup in Conversica's system and notify you when they have verified the integration is working properly. 
 

FAQs

Q: I marked a lead (Bad, Lost, Sold) but Conversica continued to follow-up?
A: Conversica does not receive lead status updates from CDK

Q: Can Conversica follow-up with my Showroom or Phone-in Leads?
A: No. Conversica can only receive internet leads from CDK

Q: If I Reply as Assistant, will the message that I send from Conversica appear in the CDK profile? 
A: No. Reply as Assistant messages will not log back into CDK.

Q: Can I re-assign leads to myself in CDK?
A: No. Conversica will not receive the lead assignment update unless another user re-assigns the lead to you in CDK.

Q: Can Conversica follow-up with my Needs Resolution leads?
A: Yes. CDK will send Needs Resolution leads to Conversica with additional set-up. Please let your Conversica Installation Rep know you would like these worked.

Q: Conversica stopped logging customer responses back into CDK, what happened?
A: Typically this occurs when the Conversica Assistant Profile in CDK loses connectivity. Please log in and out of the profile and responses should begin to log in the customer profiles. If this does not occur, please contact your Conversica Installation Specialist. 

Q: "A lead skate occurred" is a type of alert sent by CDK that will create a lead. What kind of alert is this?
A: This type of alert means that a secondary lead was created. This alert occurs when a salesperson is likely trying to take a lead from another salesperson, so it creates an alert to the assigned salesperson that a secondary lead was created for that user. This alert does not include much information, including an email address or lead source, so these leads end up being made unworkable. Ideally, this mobile alert will not be turned on for any user that has a Conversica forwarder, because it will create unworkable leads in the dashboard.