We have heard from many customers that the way Conversica classifies its leads/contacts may or may not always match with the workflow required by customers within their CRM (system of record).
- The “Hot Lead” status that Conversica uses does not necessarily match up to the “Hot Lead” statuses that our customers use in their system of record.
- “Positive engagement" can be the umbrella definition, but short of additional context, it fails to differentiate between a Hot Lead that requires follow up, and one that doesn't (regardless of the customer's business need).
We needed a way for customers to match Conversica lead status to accurate statuses for their business in their system of record. To do this, the customer first needs the ability to start separating campaign types in their pipeline (either by Conversica conversation and/or Conversica contact list etc.) in order to build out workflows.
Here are a couple examples to illustrate this issue further:
In the case of one customer, for some conversations “Hot lead” would come back and be turned into SQLs in their CRM, vs for some other conversations they may turn into SQLs based on how the contact turned Hot (whether the user responded to email vs. clicked a link in email).
In another case, a customer may need to know the campaign along with status to determine next action. Lets say a contact becomes qualified (“Hot lead”) and if the customer has both national level campaigns and local/regional ones, then they would want to know which list or campaign was used before they can assign the contact to appropriate teams for further processing.
We have good news for customers using Salesforce. Keeping these use cases in mind, we have added three new response fields into Salesforce which can help with such situations. The New Fields are:
- Conversica Assistant
- Conversica Contact List
- Conversica Conversation
We have rolled out a new package for Salesforce users (Conversica App Version 2.35) which includes these new fields. For each contact within the SF campaign Conversica will update these fields to provide additional context besides the status.
These fields can also be used for reporting purposes and increased visibility on specific leads. For more information on all of the custom Salesforce fields that are available review our Help Center article.
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