A Playback URL (also called a playback link) is a link that when clicked, presents the entire conversation and interaction history that a prospect or customer has had with your site, your sales team, and your bots. Each subsequent visit’s activity is added to their conversation history and timeline.
When you click on a Qualified Playback URL, you will see the Qualified history for that person, such as shown below:
Playback URLs and Salesforce CRM
The playback URL functionality was added to Qualified so that a link to a visitor’s Qualified history can be added to a Pardot prospect’s activities or the description field on a new Salesforce event record. When you have a new conversation on your site with a visitor, the playback URL will automatically be updated and synced with an activity record as shown below:
Playback URLs, Salesforce, and Pardot
In Salesforce, a new event record related to the lead or contact is created with a field to store the Qualified playback URL. Pardot will add the Qualified playback URL to a custom field on the prospect record if you follow the instructions below to map in the playback URL.
Although it is now possible to access the Pardot API so that you could create a Pardot activity on the prospect rather than populate a custom prospect field, the solution below is a much simpler way to accomplish the connection because a single playback URL links to the entire Qualified history.
Adding Playback URLs to Pardot Prospects
- In the Salesforce App Launcher, select the Pardot Lightning app.
On the Pardot Settings tab, click the drop-down arrow to the left of Object and Field Configuration in the left sidebar and select Prospect Fields.
On the Prospect Fields page, click + Add Custom Field.
Give the custom field a name such as “Qualified Playback URL,” tab through the Custom Field ID, which will self-populate, leave the rest of the default values, and click Create Custom Field.
Set the Field Default Value in Qualified
In the Qualified icon menu on the left side, click the gear icon to access settings.
Scroll to the INTEGRATIONS section in Qualified Settings and click Connection under the Pardot section.
On the existing Pardot field mapping page, click the (+) icon to add the Qualified Playback URL field to Qualified.
Click the drop-down arrow to the right of the new Pardot Field, enter the first few letters of the new field, Qualified Playback URL, then click to select it.
Leaving the value for the new field set to “Default value,” enter the Default value to the right as:
visitor.playback_url
Click Save in the upper-right of the page to finish the mapping.
The Qualified Payback URL, if it exists for a prospect known to Qualified, displays in the custom Qualified Playback URL on the Pardot prospect record.
Pardot does not support a URL field type yet, so clicking the field won’t launch a new window, but you can copy the link and paste it in a browser search bar. You can also create a custom field on leads and contacts in Salesforce and sync the Pardot value for the Qualified Playback URL to that field.
Mapping the Playback URL in a Qualified Experience
The Playback URL can also be pushed into Pardot with Qualified experiences. While this is not recommended as the primary method to set up the playback URL sync, there may be some scenarios when it is useful or necessary.
In the Qualified icon menu on the left side, click the gear icon to access settings.
Scroll to the APP SETTINGS section in Qualified Settings and click Experiences to access Qualified experiences.
Select the Experience you want to edit or click (+) at the bottom of the list of Experience Types you want to create.
Click the (+) in the Experience Builder where you want to set the value of the Qualified Playback URL field.
Select the action "Set a value on a visitor field" from the possible actions.
In the field list that appears, select the Playback URL field.
Back on the Experience Builder main screen, enter =visitor.playback_url in the Value to fill for the Playback URL field.
Click Save Experience in the upper right of the screen.
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