Leads can be created and updated directly from Qualified by either your reps or automatically from an experience. New Leads will automatically be assigned to the rep they interacted with or who they booked a meeting with. Otherwise, the Lead goes through your Salesforce Lead Assignment Rules, and if no rule assigns it, the Lead will be assigned to the Qualified integration user. If needed, you can use the owner ID field to assign an alternate Lead owner.
Understand Leads with Qualified
Qualified acts as a first contact point for your prospects while visiting your website. For some visitors, we’ll know who the visitor is based on marketing cookies, previous visits, and information they enter into the Qualified messenger.
Once we have an idea of who the visitor is, we’ll check your Salesforce instance for any existing records. If an existing Contact or Lead matches that information, we’ll surface it in Qualified so your team has a holistic understanding of that visitor.
In other cases, visitors will not have existing records in your Salesforce instance. While they interact with Qualified, our platform and/or your team members will collect their information and add it to the visitor's profile in Qualified.
That information can then be passed into Salesforce where a new Lead will be created. There are two ways a Lead can be created by Qualified:
- Synced directly by a rep.
- Synced automatically by a workflow or experience.
Qualified uses the individual Salesforce connection to assign Leads to the correct sales rep after an interaction. Make sure all Qualified users set up their individual Salesforce connections when they build their user profiles in Qualified.
If a user does not have a Salesforce connection, we can’t match them to a Salesforce user, so the new Lead goes through your Salesforce Lead Assignment Rules.
How Qualified assigns Leads
When creating Leads in Salesforce from Qualified, the Lead assignment is based on how that visitor interacted with Qualified and your team. Qualified checks for a Lead owner in this order:
- Qualified owner: If a rep has engaged with the visitor or the visitor has booked a meeting with a rep, and that rep has an individual Salesforce connection, the new Lead will be assigned to that rep. Qualified passes the rep to Salesforce as the Lead owner, so your Lead Assignment Rules don’t run.
- Salesforce Lead Assignment Rules: If there is no Qualified owner, the new Lead goes through your Salesforce Lead Assignment Rules.
- Qualified integration user: If no rule assigns the Lead, it will be assigned to the Qualified integration user.
Note: When an experience pushes a visitor to Salesforce with a Salesforce push step, select the Wait to push option on that step. Otherwise Qualified can create the Lead before a rep is known, and the Lead goes to your Lead Assignment Rules instead of to the rep. Workflows always wait to push, so pushes from workflows don't need this option.
Here’s how that applies to common scenarios:
- Visitor chats with a rep: The new Lead will be assigned to that rep.
- Visitor books a meeting with a rep: The new Lead will be assigned to that rep.
- Visitor engages with an experience but does not book a meeting or have a conversation: The new Lead goes through your Salesforce Lead Assignment Rules. If no rule assigns it, the Lead will be assigned to the Qualified integration user.
- Visitor chats with a rep or books a meeting, but that rep has not set an individual Salesforce connection: The new Lead goes through your Salesforce Lead Assignment Rules. If no rule assigns it, the Lead will be assigned to the Qualified integration user.
- Visitor comes in as an existing Lead: Qualified will respect the existing Lead ownership and will not change it.
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