In this guide you'll learn how conversations that happen in Qualified are recorded in Salesforce. We'll review the following topics:
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.
You'll want to note that most activity records are created within a few minutes of the conversation ending, but if the visitor keeps a tab open with your website it could take up to an hour for this conversation to map through into Salesforce while we wait to see if they are still active in the conversation.
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 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.
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.
For a complete understanding of how Qualified integrates with Salesforce, please browse the following guides: