*Note: Oracle Sales Cloud is currently not a supported integration.
Review the information below to understand the different Conversica fields that will be updated as we receive, process, and message your Leads. These custom fields can be used for both reporting purposes and for increased visibility to your reps on a specific Contact in Oracle Sales Cloud.
Create a Conversation and Add Contacts to it
Leads are synced with Conversica through use of a custom field created in the below table
called ‘Conversica Lead List.’ Contact your Technical Account Manager and work with them to
set up Conversations in Conversica. As part of this you will also generate ids that can be put in
the ‘Conversica Lead List’ field to add the corresponding OSC Contacts to Conversica. To add contacts in mass from Oracle Sales Cloud into Conversica, you will want to use the "Mass Update" feature in Oracle Sales Cloud to update the "Conversica Lead List" in mass.
| Field Name | Type | Help Text/Description |
|---|---|---|
| Conversica Action Required | Checkbox | Checked if the Lead replied in a manner that Conversica has identified needs to be reviewed by a rep. Conversica will no longer message this Lead unless they reply and indicate interest. |
| Conversica Action Required Date | Datetime | Date and time a Lead was last flagged as needing further review. |
| Conversica Lead List | Text | Fill this with the name of the Conversica contact list on which this lead will be worked. |
| Conversica Do Not Email | Checkbox | This field will be updated by Conversica if the Lead asks to be removed from future emails. If updated, Conversica will not engage with this Lead, even if added to another Conversation. |
| Conversica Skip To Follow Up | Checkbox | If checked, Conversica will wait for your Hot window duration then follow-up with the Lead to ensure they received all the information they were looking for. |
| Conversica Discovered Phone Number 1 | Text | If a new phone number is detected in a Lead’s response, this field will be populated with the additional number. |
| Conversica Discovered Phone Number 2 | Text | If a second new phone number is detected in a Lead’s response, this field will be populated with the additional number. |
| Conversica Conversation | Long Text | All messages sent to or received from the Lead through Conversica for the most recent Conversation. |
| Conversica Hot Lead | Checkbox | Checked if the Lead is a Conversica Hot Lead. |
| Conversica Hot Lead Date | Datetime | Date and time a Lead became a Conversica Hot Lead. |
| Conversica Stop | Checkbox | If selected in Eloqua, Conversica will stop all messaging to the Lead. |
| Conversica Further Action | Checkbox | Checked if the Lead 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 | Datetime | Date and time the Lead became a Conversica Further Action lead. |
| Conversica Lead Status | Text | Identifies the actionable label of the Lead, 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 | Datetime | Date and time the Lead Status was updated. |
| Conversica Conversation Stage | Text | Defines the grouping of the Lead Stage, indicating where the Lead is in a conversation. |
| Conversica Conversation Stage Date | Datetime | Date and time the Lead Stage was last updated. |
| Conversica Conversation Status | Text | Provides additional details on the messaging status of a Lead. |
| Conversica Conversation Status Date | Datetime | Date and time the Conversation Status was last updated. |
| Conversica Most Recent Response | Long Text | The most recent response from the lead. Previous responses will be replaced with the most recent. |
| Conversica Last Response Date | Datetime | Date and time the Lead last replied to Conversica. |
| Conversica Lead Profile | Text | A link to the Conversica Lead Profile page for the selected Lead. |
| Conversica Discovered Email 1 | Text | If a new email address is discovered in a Lead’s response, this field will be populated with the additional email address. |
| Conversica Discovered Email 2 | Text | If a second new email address is discovered in a Lead’s response, this field will be populated with the additional email address. |
| Conversica Discovered Name | Text | If a new first name is discovered in a Lead’s response, this field will be populated with the preferred first name. |
| Conversica SMS Opt Out | Checkbox | Checked if the Lead indicates they would no longer like to be messaged via SMS after having previously opted in. |
| Conversica First Message Date | Datetime | Date and time the Lead was sent their first Conversica email. |
| Conversica Last Message Date | Datetime | Date and time the Lead was sent their most recent Conversica email. |
| Conversica Date Added | Datetime | Date the Lead was first added to Conversica. |
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 we are messaging the lead,
or why we are not – for example if we completed our 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 ben 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 Review Response (formerly Action Required), 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
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 | 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 that have 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 that they are waiting on 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. |
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