When a sales rep chats with an existing Contact or a new or existing lead in Salesforce, Qualified creates an Event in Salesforce and includes a playback URL for anybody to review the conversation.
Salesforce Events created by Qualified
Qualified creates a Salesforce Event when one of your Leads or Contacts has a conversation with your sales rep, rules-based chatbot, or AI SDR agent, or they book a meeting with the Qualified messenger. Most Salesforce activity records are created a few minutes after a conversation ends, but it may take up to an hour. If the visitor keeps your website open in their browser, we wait to see if they return to the conversation before creating the Salesforce Event.
When a visitor chats with a rep, chatbot, or AI SDR agent, a Salesforce Event is created with these populated fields:
- Assigned To: rep who chatted with the visitor or the name of the Salesforce Org-level connection user.
- Subject: Conversation via Qualified
- Name: the visitor’s synced Salesforce contact name
- Start: date and time the chat began
- End: date and time the chat finished
- Description: See full conversation in Qualified [playback URL]
- Created By: name of the Salesforce org-level connection user
Note: If a visitor chats with a rep that is not connected to your Salesforce org, the Assigned To field will display the name of your Qualified integration user.
If a visitor books a meeting with a rep, an additional Salesforce Event is created with these populated fields:
- Assigned To: rep with the new scheduled meeting
- Subject: Meeting Booked via Qualified with [rep’s name]
- Name: the visitor’s synced Salesforce contact name
- Start: date and start time of the scheduled meeting
- End: date and finish time of the scheduled meeting
- Description: See full conversation in Qualified [playback URL]
- Created By: name of your Qualified Org-level connection user
Note: If the meeting was scheduled with multiple reps, the Assigned To name may vary. If the meeting was booked from an experience step, then the Meeting owner specified while building the experience is listed. If the meeting was instead booked while chatting with a live rep, then that rep manually chooses who the meeting owner is.
Qualified playback URLs
Playback URLs show you a record of your rep and visitor’s interactions.
To view a Playback URL, you’ll need to be logged in to Qualified in your browser session or provide an email that shares a domain with a whitelisted website in your Qualified instance. If you have a Qualified account, navigate to qualified.com/sign-in and sign in with your credentials or SSO. If you do not, you will be asked to provide an email address with a matching domain.
Once you’ve been authenticated with your Qualified credentials, clicking on a playback URL will show:
- A full conversation transcript
- The visitor’s browsing history on your website
- If and when a voice call occurred during the conversation
Conversations with a visitor can span multiple sessions. If a visitor returns while using the same device, Qualified recognizes them and will automatically update the playback recording with any new interactions and conversations.
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