How to use Versational with Salesforce in 2 clicks
With Versational's Salesforce integration, capturing insights for your Salesforce contacts takes only two clicks. You'll be able to easily view and manage contact interactions in your calls. For installation, please go through this article.
How to Use
Viewing Your Contacts
The first thing you may notice after connecting your integration is that your 'Attendees' page becomes your 'Collaboration Hub' page. Select this page on the left menu to view and manage your Salesforce contacts.
From here, you have a variety of options:
1) Search for any contact using the search bar
2) Select a contact name in blue to see their contact record
3) Click on a field in the table to edit it (this will sync with your CRM)
4) Press the '+' button to add a new contact (this will sync with your CRM)
When viewing a contact record, you'll have the ability to view all of their data from recordings on the top right after you've assigned them as a speaker in a recording. You can also go directly to the recordings they were in by selecting a recording under 'Recent Conversations'.
When creating a new contact, simply fill out the required fields and press 'Save Record' for the contact to be created in both Versational and Salesforce.
Once you save your record, you will see your new contact at the top of your contacts table along with a success message. Next, let's assign our first contact in a recording.
Assigning Contacts as Speakers
Once your CRM is connected, you can assign contacts to speakers on the transcript. Simply go to any recording and select a speaker. Then type in the contact you'd like to search for and find their name under the Contacts section. If you want to make sure they are the right contact, click their name in blue to open their record in a new tab.
Click 'Select' to assign that contact to a speaker. The contact will display wherever the speaker is mentioned in your recording. Recording data for this contact will save in their contact record.
What if the contact is not in your CRM, yet? If nothing matches your search, you'll have an option to create a new contact in the Contacts section. Press 'Add New' to be redirected to the 'Add New Contact' form in a new window. Just be sure to refresh your page to assign the new contact, once created.
Sending Insights to Your CRM
Once you've assigned at least one contact to a speaker, you can start sending insights to your CRM in only two clicks. Simply hover over the insight and press the cloud icon. You'll see options to:
1) Send the insight as a note back to the appropriate Salesforce record
2) Create a Salesforce task from the insight
3) Set up a Salesforce event from the insight
To create a note, hover over the note option and select from one of the relevant records. The contact record assigned will display as an option along with any accounts or opportunities associated with that record. This makes it extremely simple to put the note in the right place without having to search through all of your records.
Once you choose any of the Salesforce options, you'll see a success message along with a direct link to the item in Salesforce.
Once you choose any of the Salesforce options, you'll see a success message along with a direct link to the item in Salesforce.
Clicking the link will take you to the note, task or event in Salesforce so that you can manage it from there. The note will have the title of the Topic or Gem assigned to the Insight. Inside the body will be the speaker and the quote spoken. Tasks and events will also contain these components in the body. Easily edit it in Salesforce, if you'd like to add your own piece.
Once you send an insight to your CRM, it will automatically confirm the Insight and display the cloud icon in orange permanently. Hovering over the cloud icon will allow you to see what item you created in Salesforce as well as select any others you'd like.
Creating tasks and events are just as easy. Just select those options and fill out the required fields. For tasks, you have the options below to make sure the task is assigned to the right CRM user and is associated with the right records. Select 'Add task' to add the task inside of Salesforce.
Events follow the same process. Select 'Add event' to add the event inside of Salesforce.
How to uninstall
There are two simple ways to uninstall the integration.
The first is to click the 'Remove' button on your 'My Profile & Settings' page.
You can also go back to the Salesforce integration page and select the 'Disconnect' button.
For users who integrated their Salesforce account after the admin has done so, this is the only step they will need to take. From there, the user can take a break from their integration and come back or sign into a new account.
When the admin who initially set up the integration selects the option to disconnect, it will remove the entire integration from the organization and log all other users out. They will see an additional popup to confirm that they want to do this. If you'd like to just sign into a different account without uninstalling the integration, an option is provided for that on the popup. If you'd like to remove the integration completely, select 'Remove CRM Integration' and then 'Yes'.
This will remove the recording data from your contact records inside of Versational such as talk ratio and sentiment. If you'd like to keep this data and move it to another CRM, please contact our support team.
FAQs
Q: Does one admin need to install this or each user?
A: The admin will need to install the integration initially and will migrate the records for the whole team. But for other users to use the integration, they will need to connect the integration by signing in with their individual Salesforce accounts.
Q: If I've connected my integration and still don't see my contacts displaying, what could the issue be?
A: You may have forgotten to migrate your records. Please see the Installing section above to make sure you've completed that step.
Q: When I create new records in Versational or Salesforce, will they sync to the other app?
A: Yes, any changes to records you make in either app will be reflected in the other almost immediately.
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