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Events & Playback URLs

In this article, learn how conversations in Qualified are recorded in Salesforce and what events are created by Qualified in Salesforce.

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 be 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 Event activity and is displayed as a link on that Event.

Events Created by Qualified

Depending on the conversation, Qualified will create one of 3 types of Events:

1. When a lead chats with a rep, Qualified will create an Event in Salesforce with:

Subject: Conversation via Qualified

Assigned To: [rep’s name]

Related To: Name: [name of lead]

Created By: Qualified Integration User

2. When a Lead/Contact books a meeting with a rep, Qualified will create an Event:

Subject: Meeting Booked via Qualified with [rep’s name]

Assigned To: [rep’s name]

Related To: Name: [name of lead/contact]

Created By: Qualified Integration User

Start Time: date and time of meeting start

End Time: date and time of meeting end

3. When a Lead/Contact chats with the chatbot only, Qualified will create an Event:

Subject: Conversation via Qualified

Assigned To: Qualified Integration User

Related To: Name: [name of lead/contact]

Created By: Qualified Integration User

All events will also include a playbook URL that can be used to see the conversation in Qualified.

Most activity records are created within a few minutes of the conversation ending. However, if the visitor keeps a tab open with your website, it could take up to an hour for the record to be created in Salesforce while we wait to see if they are still active in the conversation.

Playbook URLs in Qualified

As noted above, events include a playbook URL that can be used to see the conversation in Qualified. This playbook URL, accessible without needing to log into Qualified, shows:

  1. The browsing history of visitor while they were on your website.
  2. The entire log of chat conversations
  3. Where in the conversation a voice call took place.
When clicking on the Activity link, a conversation recording is displayed
When clicking on the Activity link, a conversation recording is displayed

If a visitor returns while using the same device, Qualified can recognize a visitor as returning. Since conversations can continue with a visitor across multiple sessions, the playback recording will include any new conversations as well. Playback recordings always show the full story of every interaction you have with a customer. 

Still Have Questions?

If you have any questions, feel free to chat with us using the Qualified app on this page or reach out to the Qualified technical support team.

Last Reviewed:
12/1/2021

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