What is a Playback URL?

A Playback URL (also called a playback link) is a web link that shows the entire conversation and interaction history that a specific person has had with your site, your sales team, and your bots. You can think of it like a DVR recording of what a specific person has experienced on your site, with every visit added to the conversation history and timeline. When you click on a Playback URL, you'll be able to see the DVR recording for that person, as shown below:

The playback URL is a recording of all conversations with a prospect
The playback URL is a recording of all conversations with a prospect

Playback URLs and Salesforce CRM

The Playback URL was created to add activities to Salesforce objects such as Leads and Contacts, as those records in Salesforce have a related Activity record where we can store the Playback URL Automatically. So when a website conversation happens with one of your existing Leads or Contacts, or if you use Qualified to create a Lead or Contact, the playback URL will automatically included with the Activity record as shown here:

Playback URLs are automatically stored on Activity records in Salesforce
Playback URLs are automatically stored on Activity records in Salesforce

Playback URLs and Salesforce Pardot

Salesforce Pardot has a different data model, and instead uses the activity list (also known as the engagement history) as the model for storing activities on a Prospect record. As previously mentioned in this guide, Pardot does not let 3rd party vendors (even Qualified!) create activities against Pardot Prospects, so we have documented this workaround for adding Qualified conversations to the Pardot activity list.

Adding Playback URLs to Pardot Prospects

Having said all that, there is a way to add the Qualified Playback URL to a Pardot Prospect, it just takes about 10 minutes worth of setup. Here's how to do it.

1. Create a Custom Field on Pardot Prospect

Adding a custom field in Pardot to store the playback URL
Adding a custom field in Pardot to store the playback URL

2. Name and Save the Custom Field

Creating a custom field in pardot to store the playback URL
Creating a custom field in pardot to store the playback URL

3. Set the Field Default Value in Qualified

Now when you're setting up the Qualified app, you can head over to Settings > Pardot > Prospect Mappings and set the default value of that field to =visitor.playback_url as shown in the image below:

Setting a the playback URL automatically in Qualified
Setting a the playback URL automatically in Qualified

Optionally, you can set this field value within an experience as well. We don't recommend using this as the primary way to set it up, but totally doable as well!

Optionally setting the playback URL in a Qualified experience
Optionally setting the playback URL in a Qualified experience

4. Your Playback URL is Now in Pardot!

Huzzah! The Qualified payback URLs now display in fields on the Pardot Prospect records. Pardot does not support a URL field type yet, so you wont be able to click on the link and launch a new window, but you can certainly copy and paste the link directly into a new browser window, or you can sync it into a Salesforce URL field with the Pardot and Salesforce Sync.

The Qualified playback URL added as a custom field in Pardot
The Qualified playback URL added as a custom field in Pardot

Summary

A Playback URL (also called a playback link) is a web link that shows the entire conversation and interaction history that a specific person has had with your site, your sales team, and your bots. You can think of it like a DVR recording of what a specific person has experienced on your site, with every visit added to the conversation history and timeline. You can now add the playback URL for Qualified conversations to any Pardot prospect record.

Next Steps

As a next step, you might find the following educational resource guides useful:

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