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Connecting to Salesforce

The native Salesforce integration is the cornerstone of the Agentic Marketing Platform. Connecting your Salesforce org is a foundational step that allows Qualified to use your system of record to identify visitors, personalize conversations, and create or update Lead and Contact records. To ensure the highest level of security, we strongly recommend following the Principle of Least Privilege when creating your integration user. Instead of assigning a full System Administrator profile, you should create a dedicated custom profile or permission set that grants only the specific permissions required for the Qualified integration to function.This guide will walk you through our recommended best practices for establishing a secure and powerful connection.Step 1: Decide Your Default Push Destination  Step 2: Choose Your Integration User Strategy Step 3: Create & Configure the Integration User The Permission Checklist Step 4: Complete Security Prerequisites Restrict API Access by IP Address (Recommended) Review Salesforce Automation Step 5: Connect to Qualified Step 6: Post-Connection Configuration Next Step: Sales Rep Connections Step 1: Decide Your Default Push Destination Determine where Qualified will create new leads and update existing records across your Salesforce and connected Marketing Automation Platform. If your system architecture is designed to have all data flow through a Marketing Automation Platform before moving to Salesforce, you can restrict your Salesforce integration user permissions appropriately for your situation. Step 2: Choose Your Integration User StrategyThe first step is to decide which type of Salesforce user account will connect Qualified and Salesforce. While several strategies are possible, we strongly recommend creating a Dedicated, Qualified-only User for the most secure, stable, and reliable integration. The table below outlines the pros and cons of each approach.Setup Pros Cons ⭐️ Dedicated, Qualified-only integration user This is best practice and the recommended option. The user is granted precise permissions and all updates made within Salesforce are clearly attributable to Qualified. This requires the purchase or use of a dedicated Salesforce user license, which may require time to set up at your company. Shared integration user with other connected apps If you already have an Integration User for other apps, this may be faster than creating a new, dedicated Qualified User. Qualified must share the permissions and limits of the shared integration user. If this user’s access is shut down, all connected apps will be impacted. You will be unable to easily determine which system is creating or updating records. Existing individual user  This is both the fastest and most affordable option, because it uses an Individual User that already exists in your Salesforce. There’s no need to create anything new. This method poses a significant security risk by granting full system access. All data changes are attributed to the individual user, making platform-specific auditing difficult, and the integration will break if the user leaves the company or their account is compromised.  Step 3: Create & Configure the Integration UserPlease work with your Salesforce Administrator to create a custom profile or permission set with the following minimum required permissions.The Permission ChecklistUse this checklist to verify that the user account has the required permissions.1. General Permissions API Enabled: The "API Enabled" checkbox is checked on the user's Profile or an assigned Permission Set. Access Activities: The "Access Activities" checkbox is checked. Edit Events & Tasks: The "Edit Events" and "Edit Tasks" checkboxes are checked. View and Edit Converted Leads: Verify this permission is UNCHECKED. Approve Uninstalled Connected Apps: If the Integration user is not an admin, this permission must be checked to ensure that the Connected App can be approved and used. The Approve Uninstalled Connected Apps permission was added in September 2025 as part of a security update.  For more details, read about this permission here.2. Object-Level Permissions Leads: Read, Create, Edit Contacts: Read, Edit Accounts: Read, Create, Edit Opportunities: Read Campaigns: Read, Edit Objects related to Leads, Contacts, Accounts: Read 3. Minimum Field-Level AccessThe integration user must have Read access to all fields that Qualified needs to reference and Edit access to all fields that Qualified will update.Because each Salesforce org has different field customizations, consider starting by granting Read access to all standard and custom fields on the supported objects (Leads, Contacts, Accounts, Opportunities, Activities, Campaigns, Campaign Members).Then, narrow down Edit access only to the fields that Qualified will write to during normal operation (for example, Lead Status, Owner, or Campaign Status).To use Related Object Filtering, your Salesforce integration must have Read access to the following metadata objects:EntityDefinition FieldDefinition EntityParticle PicklistValueInfoIf these permissions are missing, related custom objects or fields may not appear when building filters.Any new fields added after implementation should be reviewed and granted appropriate access if they are used by Qualified.⚠️ Important: Your Qualified Success Architect can help you navigate creating your integration user for your unique Salesforce environment.  You will be able to identify which fields are required for the business teams who will be operating Qualified by first connecting Qualified to a Salesforce Sandbox and iterating on your required user permissions. This approach ensures Qualified can function reliably while still following the Principle of Least Privilege. 4. Dashboard Field AccessTo power the Pipeline and Revenue Dashboards in Qualified, the integration user requires at least Read access to the following fields. Account Object: LastModifiedDate, Id, Website, Name, Owner.Name Opportunity Object: Id, Name, StageName, Amount, CloseDate, IsClosed, CreatedDate, AccountId  Step 4: Complete Security PrerequisitesRestrict API Access by IP Address (Recommended)For an added layer of security, we strongly recommend restricting API access to only Qualified's servers. This ensures that the integration user can only be accessed from our trusted network.A Salesforce Administrator can do this by setting Login IP Ranges on the integration user's custom profile and adding the following static IP addresses: 34.236.78.183 52.20.17.105 3.92.37.95 Review Salesforce AutomationPlease ensure there are no validation rules, Apex triggers, or flows that would prevent the API user from successfully creating or updating the objects listed in the permission checklist. Step 5: Connect to QualifiedOnce your user is created and configured, you can establish the connection. In Qualified, navigate to Settings → Integrations → Salesforce → Connection.   Click Connect to Salesforce.   A Salesforce pop-up window will appear. Enter the login details for the dedicated integration user. Note: you may need to click "Use Custom Domain" before entering your credentials to properly authenticate.    Click Log In and follow any verification prompts. After logging in for the first time, install Qualified as a Connected App in Salesforce Setup.  You will know the connection is successful when you are returned to the Salesforce settings page in Qualified and see the integration user's name displayed under the “Org-level account” section.  Step 6: Post-Connection ConfigurationWith the connection active, you can now configure several settings to fine-tune how data flows between Qualified and Salesforce: Update Salesforce Fields: Click this button to sync any new or changed fields from your Salesforce objects (Lead, Contact, Account, etc.) into Qualified. It's a good practice to do this any time your Salesforce admin makes changes to your page layouts. Sync Frequency: Use this setting to control how often Qualified pulls the latest data from Salesforce, ensuring the information your team sees is always current.  Next Step: Sales Rep ConnectionsThis guide covers the main org-level connection required for Qualified to sync with Salesforce. After this org-level connection is complete, your individual sales reps will also need to connect their personal Salesforce accounts to Qualified.This is a simple, one-click process that does not require any special permissions for the reps. This personal-level connection is what ensures records, like Leads and Contacts, are correctly assigned and attributed to the specific sales rep who interacted with a visitor. NOTE: To learn how to configure advanced features like data mapping, campaign attribution, and related object filtering, please explore our complete collection of articles on our Salesforce integration.

Chat user setup guide

Welcome to Qualified, The Agentic Marketing Platform!Qualified is where your AI SDR agent partners with your sales team to connect with buyers in real-time on your website and in their inbox. Using live chat, email, and AI-driven insights, you'll engage buyers and turn interactions into pipeline.This guide will walk you through every step of setting up your account.Prefer a guided video walkthrough?We have two great options for you at Qualified University: For a Step-by-Step Video Guide: This article covers everything you need to get set up. For a complete video walkthrough of these steps and a tour of the platform, we highly recommend our Getting Started with your Qualified Account course. To Get Fully Certified: To learn these setup skills and build your skills in live chat, pouncing, and more, enroll in the full Agentic Marketing for Sales Reps Certification Path. 1. Access your account 2. Connect your calendar Google calendar Microsoft Outlook calendar 3. Personalize your profile 4. Add your meeting details Connect with Zoom Connect with Microsoft Teams Using Google Meet 5. Connect to Salesforce Steps to connect Salesforce: 6. Configure calendar settings Verify local time zone Additional calendar settings 7. Enable notifications How to customize notifications 8. Enable browser notifications, camera, and microphone access 9. Download the Qualified desktop & mobile apps Qualified desktop app Qualified mobile app 1. Access your accountYour Qualified admin determines how you and your team will access Qualified. This will be set up in one of two ways:Single Sign-On (SSO): You’ll log in using your company’s Identity Provider (IdP), such as Okta, Azure, or OneLogin. If your admin has enabled SCIM (a tool for automatically syncing user accounts), you can access your account by clicking the Qualified tile in your IdP. If SCIM is not enabled, you’ll first receive an email invitation from invite@qualified.com to log in and set up your account. After that, you can use the Qualified tile in your IdP for future access.  Email & password: You’ll receive an email invitation from invite@qualified.com to create your account and set a password. No matter how you log in for the first time, all chat and meetings users will follow the same onboarding steps.2. Connect your calendarConnecting your calendar ensures visitors can easily book meetings with you at the right time. Google calendarClick Connect to Google. Follow the prompts to log into your Google account. If prompted, check all permission levels to grant Qualified access to your email and calendar. Click Allow. Microsoft Outlook calendarClick Connect to Microsoft. Follow the prompts to log into your Microsoft account. Click Accept to authorize the connection. If you see a “Need admin approval” error, ask your Microsoft Azure admin to follow the steps here to grant the minimum needed permissions for our integration: Calendars.ReadWrite User.Read offline_access Mail.ReadWrite Mail.Send To avoid discrepancies in meeting times, remove additional time zones from your Outlook calendar (Manage time zone settings in Outlook). For admins: Qualified uses OAuth2 and the Microsoft Graph API to view and create events on calendars. This integration is compatible with most work, personal, and school Microsoft Outlook accounts.3. Personalize your profileYour profile helps website visitors know who they’re connecting with. A friendly, engaging profile builds trust and encourages bookings.Upload a profile photo (JPG or PNG). Add your first name, last name, and job title. Make your title approachable! For example: Instead of "Sales Development Rep," try "Here to help you find your perfect solution!" or “[Company Name] Expert”4. Add your meeting detailsMeeting details ensure visitors receive the correct information to join the meetings they book with you. Setting up your meeting details allows Qualified to send this information automatically.Connect with Zoom or Microsoft TeamsZoom or Microsoft Teams: Connect your account to automatically generate unique meeting links for each booked meeting. Other Options: If you don’t use Zoom or Teams, you can manually add a personal conference link, such as a permanent Google Meet link, or phone number that attendees will use to join.If you’re adding a personal conference link, ensure the link is for joining meetings—not scheduling new ones—to avoid confusion. Connect with ZoomClick Connect with Zoom. Follow the prompts to Sign In. You may be prompted to verify your identity with a code sent to your email. Check Allow this app to use my shared access permissions, and click Allow.If your Zoom admin requires pre-approval for new apps, the admin will need to enable the “Approve use of this app” toggle under App Permissions for our Qualified app in the Zoom Marketplace.Connect with Microsoft TeamsClick Connect with Teams. Sign in with your Microsoft Teams credentials. When prompted, click “Yes” to allow app permissions.Using Google MeetIf you are using Google Meet, you can follow the steps below to create a “Permanent Google Meet Link” that you can manually add to your Meetings Details. In your Google Calendar, create a new event. Click “Add Google Meet video conferencing”. Adjust these settings: Next to Does not repeat, click the down arrow icon and select Custom… Set the event to repeat every month and select Ends: Never. (This event will serve as a placeholder.) Save the Event, then copy the generated Google Meet URL. Paste the URL into the “Enter your own meeting details” section in Qualified.5. Connect to SalesforceIntegrating with Salesforce ensures your Leads, Contacts, and Accounts are updated automatically. If you don’t see this option, your admin has already completed the connection for you.Steps to connect Salesforce:Click ‘Connect to Salesforce’. Log in with your Salesforce credentials. If your company uses a custom domain, select ‘Use Custom Domain’ and enter your domain before logging in. 6. Configure calendar settingsFine-tune your calendar preferences to optimize meeting scheduling.Verify local time zoneGo to Settings → Me → Profile. Verify your local time zone is correct  Verify the time zone in Qualified matches the time zone set in your Google Calendar or Microsoft Outlook. Additional calendar settingsNext, go to Settings → Me → Calendar. Review or adjust the following settings‍Set your availability: Define the days and times visitors can book meetings with you (e.g., weekdays 9 AM–5 PM). Minimum meeting notice: Determines how much time between when a visitor requests a meeting and the first available time slot they’re offered. Buffer between meetings: The minimum time you want between back-to-back meetings already scheduled on your calendar. Start with the defaults—30 minute minimum meeting notice and no buffer—to ensure ample availability on your calendar for prospects to book.7. Enable notificationsNotifications ensure you never miss a chance to connect with visitors by alerting you to key actions, like chat requests, auto pounce replies, or VIP visitors arriving on your website. Customizing your notification settings helps you stay focused on what matters most.These settings only apply to in-app notifications when logged into Qualified. They do not affect notifications created by your Qualified admin for tools like Slack or Microsoft Teams.How to customize notificationsTo enable and customize notification sound alerts:Go to Settings → Me → Notifications. Alert types: Return visitors: Receive an alert when a visitor you own has returned to the website after at least one prior visit.  Sounds: Select a default notification sound from the dropdown menu. Enable voice alerts to receive in conjunction with the sounds selected below. You will have to enable specific Steams to receive voice alerts for below.  Stream notifications: Adjust notifications for individual visitor streams (e.g., VIP visitors, High Intent, etc.).  Click the “Desktop” or “Mobile” icons to control where notifications are sent. To enable/disable mobile notifications, first log in to the Qualified Mobile App. The “Waiting for a Rep” stream is always active and cannot be disabled.  8. Enable browser notifications, camera, and microphone accessIn Google Chrome and other browsers, click the settings icon in the URL bar to enable notifications, as well as camera and microphone for voice and video calls. 9. Download the Qualified desktop & mobile appsQualified desktop appDownload the most recent version for Mac OS (164MB) or Windows (119 MB). Click “Sign In” from the desktop app while still logged in to Qualified in your browser. Click “Authorize” on the confirmation page that opens in your default browser.For more noticeable visitor alerts, add the Qualified app to your desktop dock.Qualified mobile appDownload Qualified Mobile from the Apple App Store or Google Play store to never miss a visitor. With our app, receive visitor push notifications, chat on the go, and more. 

Tutorial

Add Qualified to your website

Qualified requires a few basic technical setup steps to be enabled on your website, including:Qualified Javascript Snippet How To Install the JavaScript Website Domain Whitelisting Live View Block List Website PerformanceQualified JavaScript snippetThe JavaScript snippet is a small piece of code that recognizes visitors, communicates to the Qualified application, and takes appropriate actions. When you initially add the Qualified JavaScript to your site, there's no visible change on your website. After the JavaScript is installed, create and activate your experiences for the Qualified messenger to appear.Installing the Javascript To find the JavaScript snippet for your organization, navigate to Settings → App Settings → Setup.It's important to note that each JavaScript snippet has a token that is unique to your account. The snippet looks like this: For Single Page Application (SPA) websites - If your website is a Single Page Application, you will need to add this extra line of code whenever a new "page" is loaded (usually referred to as a route transition or navigation). qualified("page");Pages to place the snippet onThe JavaScript snippet must be placed on every page on your marketing site that you wish to track leads and have conversations. Many companies have a team of web developers who have access to the website infrastructure, and only these folks are allowed to add JavaScript. It's important to note that accurate instructions must be given to install the snippet on all marketing web properties to make sure the system is functioning properly. Consider the following pages on your website which may be running on different platforms or CMS systems:Marketing website (usually www.company.com). Marketing landing pages (might be running on a landing page service). Blogs (which usually run on a separate CMS system). Any other web pages served by another app (eg, Marketing Automation).  How to install the JavaScriptFor Qualified to function properly, it's important to place the JavaScript snippet on all marketing pages, just before the end of the head section of your website. You can either add this manually to your website, or if you are using a hosting system or other CMS, there is commonly an area where you can paste this into your head section.Install the Javascript with Google Tag ManagerQualified supports Google Tag Manager (GTM), but there may be performance or visibility trade-offs.When possible, we highly recommend adding the Qualified Javascript snippet to the <head> of your website rather than GTM.If you’d like to add the snippet to GTM, there are two potential risks:GTM could cause slow load times. In some cases, Qualified may be loaded at the end of the tag sequence, adding up to 10 seconds of load time to your website. This could affect visitors on your site beginning a session or receiving an experience.  Some third-party ad-blockers may block Qualified. In this case, the user may not receive a Qualified experience or be recorded in Qualified reporting. If your customer base may be highly likely to use an ad-blocker, we strongly recommend adding the Qualified JavaScript snippet to the <head> of your website rather than GTM.How to install the Qualified Javascript with GTM:If you would like to use GTM to install the Qualified Javascript, follow the steps below: Navigate to your GTM Workspace. Select New Tag and name your tag. Select Tag Configuration and find Custom HTML in the right-side menu. Insert the Qualified Javascript into the HTML dialog box. Click Triggering to select which pages the Qualified Javascript should fire on, then click Save. Once saved, click Submit on your GTM dashboard.If Qualified does not appear after adding the code to GTM:You may not have an active experience, leading Qualified to not appear as visible. Confirm you have published the tag in GTM. Confirm you have applied the correct GTM container to the webpage.Website domain whitelistingOnce the Javascript has been installed, you'll need to add the website domains it has been installed on within Qualified to whitelist them. As a Qualified Admin, go to Settings → App Settings → Setup. Click the + icon in the “Website domains” section. Add your website domain without the "www" prefix. Add your website domain with a wildcard (*) as the prefix to cover for "www" and any subdomains. If you have multiple domains (ie. qualified.co.uk) be sure to add these as well. Once the website domains have been added, click Save in the upper right-hand corner. Live View block listQualified allows your reps to directly interact with visitors on your marketing website, but you may want to prevent certain parts of your website, like a web application, from appearing in the Live View while you reps engage with visitors on your website.As a Qualified Admin, go to Settings → App Settings → Setup. Click the + icon in the "Live View block list" section. Add any domains, subdomains, and subpages that you don't want to appear in the live view. Once enabled, these pages will not appear in the live view of your application. Note: If you have a single-party application (SPA), please contact your Qualified Success Architect to support having the live view block list block your application from the live view.How to test successful installationYou'll know the installation is successful by signing into the Qualified application to see your live website traffic. It's a good idea to do a quick test by opening an incognito window and testing all of the sections on your website, including your main marketing site, landing pages, blog pages, and pages served by other apps, such as content pages. You'll see the visitors on your site on the main map, as seen below.  Website performanceThe Qualified JavaScript fires asynchronously on your website after first content paint, so there will be no (or technically a negligible) performance impact to site load time.The remainder of the loading sequence also happens asynchronously to serve a personalized experience.‍

Connecting to Marketo

By syncing Marketo with Qualified, you give your sales team and Piper the AI SDR a massive advantage. You can pull rich lead data directly from Marketo to populate the Visitor 360, create powerful segments from your static and smart lists, and have more intelligent, targeted conversations with your website visitors.Prerequisites: Configuring Marketo for API Access Step 1: Gather Your Marketo API Credentials Step 2: Connect Your Accounts in Qualified Step 3: Configure Your Integration Settings Enable Activity Logging Configure Other Settings Learn more about the Marketo integration Prerequisites: Configuring Marketo for API AccessBefore you can establish the connection, you'll need to configure a few items within your Marketo account to allow secure API access. We recommend working closely with your Marketo administrator to complete these prerequisite steps.Here's an overview of what you'll need to set up in Marketo: An API Role: Create a new role with a name like "Qualified API Role" (Marketo documentation: Create an API Only User Role). This role must have the following Access API permissions enabled: Read-Only Assets Read-Write Activity Read-Write Activity Metadata Read-Write Person An API-Only User: Create a new user (e.g., "Qualified API User") and assign it the new "Qualified API Role" you just created. Ensure the API Only box is checked for this user (Marketo documentation: Create an API Only User). A Custom LaunchPoint Service: Create a new custom service (e.g., "Qualified API"). In the service settings, select the new API Only User you created in the previous step (Marketo documentation: Create a Custom Service for Use with ReST API). Once this configuration is complete, you will be able to gather the three credentials required to connect to Qualified.A Note on API Usage: We understand that API calls are a valuable resource. If you need to manage your usage, please reach out to your Qualified Success Architect. They can help set a daily API call limit or adjust settings to prevent calls for anonymous visitors Step 1: Gather Your Marketo API CredentialsAfter setting up the items above, locate and copy the following three values from your Marketo Admin panel. You'll need them for the final step. Munchkin Account ID: Found in Admin → Munchkin. Client ID: Found by clicking "View Details" on your new custom LaunchPoint service. Client Secret: Found in the same "View Details" modal as the Client ID. Step 2: Connect Your Accounts in QualifiedWith your three API credentials in hand, you're ready to make the connection. As a Qualified Admin, navigate to Settings → Integrations → Marketo → Connection, and click the Connect to Marketo button.   Carefully enter your Munchkin Account ID, Client ID, and Client Secret into the corresponding fields, then click Connect.  (Be sure to check for any extra spaces, especially on the Munchkin ID!)  Step 3: Configure Your Integration SettingsNow that Marketo is connected, you can configure a few key settings to optimize how the two platforms work together.Enable Activity LoggingThis is a powerful feature that gives your entire team visibility into every website interaction. Navigate to Settings → Integrations → Marketo → Connection. Click the Enable pushing activities button. This allows Qualified to automatically log conversations and booked meetings as activities on your lead records in Marketo. These activities include key details like the conversation subject, a link to the Playback URL, and the full chat transcript, giving your team a complete history of every engagement.Important Notes: There can be a short delay (up to 5 minutes) after you click the button for the change to be active in Marketo. The Playback URL and Chat Transcript are incredibly valuable fields. If you don't see them appearing in your Marketo activities, please reach out to your Qualified Success Architect to have them enabled for your account. Marketo displays the Playback URL as plain text. Simply copy and paste it into your browser to view the activity record in Qualified.  Configure Other Settings Default Push Destination: Set Marketo as your default destination to ensure that when reps "pounce" on anonymous visitors, they can effortlessly create or update contacts in Marketo. Marketo Fields: When you add or change contact fields in Marketo, click the Update fields button here to sync those changes into Qualified, making them available in the Visitor 360 And that's it! 🎉 Your Marketo instance is now connected, feeding valuable data into the Qualified platform to help you generate more pipeline.Learn more about the Marketo integration 

Navigating Qualified

Once you’ve gotten set up as a chat rep, let’s get you more familiar with how to navigate Qualified.Going available for chat How to set yourself available When You're automatically marked unavailable Additional chat settings Voice and video availability Enable auto pounce Using Live Streams Getting started Visitor cards Changing views List view Map view Viewing idle visitors Routing and chatting with visitors Conversation console Visitor 360 Visitor details Account Signals Experience Meetings Connected systems Live view How they arrived on your website Which pages they browsed Which page the visitor is viewing live with cursor tracking Chat messenger Signals Account 360 Which accounts have a Signals Account 360? Viewing an Account 360 Account overview Timeline Research Intent over time Engagement Score over time Meaningful event icons Activity panel Live View Going available for chatSetting yourself as available in Qualified means you’re open to receiving routed visitors for live chat. When you’re available, you also control whether or not voice and video calls are permitted and if auto pounce is enabled.How to set yourself availableThere are three ways to set yourself as available so visitors and their chats are routed to you.Click Set as Available from the header when you first log in. Click Set as Available in the top-right corner. Click your profile photo in the bottom-left corner and toggle on Available.‍Only set yourself as available when you’re ready for visitor chats. If you remain available after your work day, for example, visitors may wait for a conversation endlessly.You can only update whether or not you’re available when using Qualified from your browser or the desktop app. You can not make yourself available when using the Qualified mobile app, but are still able to start live chats with visitors. When You're automatically marked unavailableYour status is automatically marked unavailable when your computer has no internet connection for at least five minutes. This can happen when:Your laptop is closed. Your computer is idle and goes to sleep. Your internet connection stops working.We most frequently see this happen when you take a break and the screensaver turns on for over five minutes.Additional chat settingsVoice and video availabilityAllow voice and video is enabled by default when you set yourself available. If you do not see this option and are interested in using it, contact your Qualified Success Architect. During live chats, this enables you and visitors to call each other. (No live audio or video will play until a microphone or camera is proactively turned on.) If you do not want to permit calls to or from visitors, click your profile image and toggle off “Allow voice and video” Enable auto pounceEnable auto pounce is enabled by default when you set yourself available. If you do not see this option and are interested in using it, contact your Qualified Success Architect.Auto pounce uses Qualified AI to greet visitors and start conversations on your behalf.  Once a visitor responds, you will be alerted to continue the conversation.If you do not want Qualified AI to automatically pounce on visitors on your behalf, click your profile image and toggle off Enable auto pounce. Muting alert soundsIf you need to temporarily mute alert sounds while on a call or during a meeting, you can do so without logging out of Qualified.Click on your photo on the bottom left-hand corner of your screen, then toggle off the Alert Sounds option. ‍Don’t forget to toggle alert sounds back on after your call or meeting to ensure you don’t miss an inbound chat request or pounce alert.Using Live StreamsQualified Live Streams allow chat reps to watch website visitors arrive on the site and be automatically segmented into predefined streams in real-time. That allows chat reps to prioritize the most important visitors to proactively engage with. Getting startedWhen you first log into Qualified, you’ll be on the home screen where you may see visitors on your company’s website in real-time, bucketed into Live Streams. Think of this screen as the command center for your website. Your Qualified admin will configure the Live Streams to show you:The visitors your business cares about the most. Those visitors routed directly to you for a live chat conversation or proactive engagement.In each Live Stream you'll see:Visitor segments: The title of the stream indicates the visitor’s segment.  Visitor cards: A visitor card represents each visitor in that segment.Each Live Stream segment will have a dedicated color and will be ordered from highest to lowest priority, left to right, on your screen.You will only see visitors in a Live Stream if they fit the criteria for that live stream segment and have been routed to you.Visitor cardsAs visitors arrive on your website, Qualified will automatically sort those visitors into each Live Stream segment and visitor cards will populate underneath each stream. Visitor cards represent a live person on your site who is either ready to engage with your Qualified chatbot or can be proactively engaged by a chat rep.Visitor card information will include:Website activity & bot engagement Firmographic information Salesforce data Routing statusChanging viewsIn addition to the Live Stream command center, you can toggle to a list or map view using the buttons located on the top left-hand corner. Changing views will not disrupt how visitors are segmented.  List viewToggle to the list view to see all of your visitors and their information condensed into one segmented column. Visitors will still appear as Live Streams and will be in priority order from top-down in order of importance. ‍Map viewIn the map view, each circle on the map represents a visitor on your website. Hover over the circle to see the visitor card, and click into the card to open Qualified. Here you can start a conversation with the visitor or view their digital body language on the website. Viewing idle visitorsBy default you’ll see all active visitors on the website, but there will be times when you’d like to also see idle visitors as well. To view those visitors who are idle on your website:Select the gear icon in the upper right-hand corner. Select Show idle visitors. Routing and chatting with visitorsRouting gets the right visitors into the hands of the right sales reps. Qualified conversation routing is extremely flexible and can route according to:Target Account information Visitor location Salesforce data such as Lead, Contact, Account, or Opportunity When a visitor lands in one of your Live Streams, that means they’ve been routed to you using the conversation routing rules set up by your Qualified admin. Hover over the pin icon in the visitor card to see the routing details of each visitor. When a visitor requests to chat with someone, you’ll see their visitor card appear in the Waiting for a reply Stream with a countdown giving you around 30 seconds to join the chat before the visitor is redirected to the meeting booker. To join the chat, click on the visitor card and click the Start a Conversation button to begin a conversation. Conversation consoleWhen you click on a visitor card from the home page, you’ll access the conversation console which is broken down into three sections: Visitor 360 - everything known about the visitor at that time. Live View - website browsing history and real-time mirror of the visitor’s browsing activity. Chat Messenger - where reps chat with visitors live, take voice/video calls, and offer the meeting booker. Also, scroll up to view previous interactions with the chatbot or reps. Visitor 360The Visitor 360 gives visibility into everything we know about the visitor through all your systems connected to Qualified. See what’s included below:Visitor details Account Signals Experience Meetings Connected systemsVisitor detailsThe visitor card combines data across all connected sources to provide a summarized view for reps. Qualified admins can configure which visitor fields are displayed in this card in visitor field settings. Account SignalsThe Account Signal card brings Signals data into the visitor view, providing context to the rep on the overall account engagement and propensity to buy. Reps can click into the Signals card to view additional details.‍ExperienceThe Experience card gives visibility to the rep into which stream and experience the visitor is currently included in, and conversation routing details. MeetingsThe Meetings card shows all meetings offered, booked, and/or canceled for the visitor along with the date the meeting was booked for. ‍Hovering on the meeting text displays additional details including the medium the meeting was offered through (for example through a form, button, personal meeting link, or conversation) and the routing rule used to route the meeting. Connected systemsThe remaining cards display data for any systems connected to Qualified. The fields in each of the cards can be edited by Qualified admins.Salesforce (Leads, Contacts, Accounts & Opportunities) Sales engagement tools (Outreach, Salesloft) Marketing automation platforms (Marketo, Hubspot, Pardot, Eloqua) Reverse IP and data enrichment (Clearbit, Demandbase, 6Sense, ZoomInfo)Live viewOnce visitors arrive on your website, we track history about their visit. You can review their browsing history in the live view.Should they leave your website and return later, their new session’s browsing activity is added to the same live view stream. This centralizes all information about a visitor so you can efficiently review their digital footprint.Three types of activities are included and timestamped:How they arrived on your website Which pages they browsed Which page the visitor is viewing live with cursor trackingHow they arrived on your websiteScroll to the bottom of the live view to view the first page on your website they saw and if they were referred from a different website, email, or advertisement.For example, you can see if they clicked on a LinkedIn or Google ad. Alternatively, they may have clicked through a Salesloft or Outreach email: Which pages they browsedEvery page on your website that they viewed is included and organized chronologically. Per visited page, you’ll see:A visual screenshot of that page. What time the visitor arrived on that page. How long they remained on that page .Which page the visitor is viewing live with cursor trackingThis is a real-time mirror of a visitor’s browsing activity. Watch as they navigate around your website, scroll down pages, and move their cursor around the screen.‍When a visitor scrolls far down a page, something on that page is likely compelling. Use this clue to personalize your opening chat message.Live view and cursor tracking are not recorded, and are not intended for use as heat mapping or website design tools; instead they simply give reps insight into real-time digital body language.Chat messengerThe chat messenger is where reps chat with visitors live, take voice/video calls, and offer the meeting booker. You're also able to view previous interactions with the chatbot or reps. Learn more about all of these features, and more: How to live chat with visitors.Signals Account 360The Signals Account 360 is a robust account profile that presents an account’s engagement with your campaigns and their likely purchase intent over time. Sales reps and executives alike can view the Signals Account 360 to identify which accounts and opportunities are most likely to close.Which accounts have a Signals Account 360?Qualified Signals creates an Account 360 for every newly recognized account the first time someone associated with that account visits your website. There are two scenarios when this happens:A visitor is matched with an Account in your Salesforce instance. A visitor is not matched to your Salesforce instance but we can infer which company they’re associated with due to your data enrichment integrations, like Clearbit Enrichment.Viewing an Account 360To open an account’s Account 360, all Qualified users can:Click the Signals icon on the left. Click on the title of an account list. Click on a specific account name.The Account 360 includes:Account overview. Timeline of ABM-related activities. Activity panel highlighting sales and marketing campaign engagement. Live View of visitor sessions.Ask your admin to add the Account 360 to your Salesforce account page layout to surface relevant Signals data where your team already monitors their accounts. Account overviewHigh-level information about the account is visible along the top of the screen. The first row shows the account’s Signals data, like Research Intent and Engagement Intent.To customize what appears in the second row, click the gear icon and check your wanted fields. You can also click the neighboring arrow icon to open the account’s Salesforce record in a new browser tab: TimelineThe Account 360 includes an interactive timeline that defaults to the Last 30 Days. You can adjust the time period from the drop-down menu: There are a few key components.Research Intent over timeThe dotted line graph is the account’s Research Intent over time. The lightbulb icon specifies when it was calculated because Research Intent is calculated only once per week.When you hover over the lightbulb icon, the tooltip shows which topic was factored into the Research Intent.You may notice that the Research Intent graph doesn’t extend the full time period. The graph starts after you first select which topics are used to calculate it.Engagement Score over timeThe shaded portion is the account’s Engagement Score over time. A high score suggests that visitors from that account have purchase intent.Meaningful event iconsIcons are placed on the Engagement Score timeline when an activity affects the Engagement Score. Hover over each icon for more information about that event. When you click on it, the live view scrolls to that event. These icons include: Activity panelTo help you understand trends, more granular details about an account’s interactions with your company are listed: For example, it shows what topics visitors from that account are researching, which ads they click through, and how many conversations they’ve had with your sales reps.Live ViewWhen you open the Account 360, the Live View appears on the left. This aggregates all information Qualified tracks about an account in one place. Scroll through the Live View to review:How the visitors arrived on your website, like clicking through a LinkedIn ad or Outreach email, and, if relevant, an image of the ad or the email’s text. Which pages they browsed, including per visited page: A visual screenshot of that page. What time the visitor arrived on that page. How long they remained on that page. When a Salesforce opportunity is created or its stage is updated When a visitor has a conversation with a sales rep or bot in the Qualified messengerYou can click on the visitor cards to open their Qualified session. To open their lead or contact record in Salesforce, click the arrow icon on the right: Click on a visitor from the right activity panel or chat icon on the Engagement Score timeline to open their session in the Live View.‍

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