Conversation Recordings

In this guide you'll learn how conversations that happen in Qualified are recorded in Salesforce. We'll review the following topics:

  1. Where conversations are recorded in Salesforce
  2. What recorded conversations look like in Salesforce
  3. How conversations are updated for return visitors

1) Where Conversations are Recorded

When a sales rep has a conversation using Qualified, the creation of a Lead record is usually the result of that conversation. If the conversation goes exceptionally well, then that Lead record can converted in real-time into an Account/Contact/Opportunity. Regardless of which record is created, the conversation recording is attached to the record in Salesforce as an Activity, and is displays as a link on the Activity as shown below:

A conversation recording attached as an Activity record to a Lead
A conversation recording attached as an Activity record to a Lead

2) What Recorded Conversations Look Like

When the conversation recording link is clicked (by anyone with access to that Activity record in Salesforce), a new window displays with a read only version of the conversation. The conversation recording shows (a) the entire browsing history of the person, the entire log of any chat conversations, and where in the conversation voice calls took place. We'll soon be adding full DVR playback of the conversation including voice calls as well. The conversation recording looks as follows:

When clicking on the Activity link, a conversation recording is displayed
When clicking on the Activity link, a conversation recording is displayed

3) How Conversations are Updated for Return Visitors

When visitors return (on the same device) they are always recognized as returning visitors and conversations can continue with that person across multiple browsing sessions. So if someone returns the following day and has another conversation, that conversation recording is augmented to show the full story of both conversations. As a result, your conversation recordings always show the full story of every interaction you've had over time. As we mentioned before, as Leads are converted into Accounts, Contacts, and Opportunities, the conversation recording is subsequently associated with the corresponding records in Salesforce.

When a lead is converted, an Activity record is attached to an Opportunity
When a lead is converted, an Activity record is attached to an Opportunity

Summary

In this guide, you've learned how conversation recordings are stored in Salesforce as Activity records and associated with the corresponding Lead, or the corresponding Account, Contact, and Opportunity. Conversation recordings are links in the Activity record that open a new window to display the browsing history, and a full recording of the interaction with the prospect. Conversations are augmented when prospects return and have a subsequent engagement.

Next Steps

For a complete understanding of how Qualified integrates with Salesforce, please browse the following guides:

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