Qualified writes activity records into Salesforce so your team can see conversations, meetings, and emails on the lead or contact record without leaving your CRM. This article covers the Salesforce Events and Tasks that Qualified creates, when each one is written, and how to read a Qualified playback URL.
Salesforce Events created by Qualified
Qualified creates a Salesforce Event when one of your Leads or Contacts has a conversation with a sales rep or your AI SDR agent, or books 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 or your agent, Qualified creates a Salesforce Event with these populated fields:
- Assigned To: the rep who chatted with the visitor, or your Qualified integration user if no rep took part
- 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: your Qualified integration user
Note: If a visitor chats with a rep who 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: your Qualified integration 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.
What a visitor needs before an Event can be created
A Salesforce Event attaches to an existing Lead or Contact. If a visitor already has a Salesforce record, Qualified creates the Event without any additional setup.
For a visitor with no Salesforce record yet, add a Salesforce push step earlier in your experience or workflow. Without one, Qualified has no record to attach the activity to, and the Event is not created.
Canceled and rescheduled meetings
When a meeting is canceled, Qualified updates the original Event rather than creating a second one. The subject line is prefixed with "Canceled - ".
When a meeting is rescheduled, Qualified updates the start and end times on that same original Event.
Email activity created by Qualified
When your AI SDR agent sends an email, Qualified writes a Salesforce Task on the record with these populated fields:
- Subject: Email sent via Qualified, followed by the subject line of the campaign email
- Description: the body of the email that was sent
- Assigned To: the Salesforce user who sent the email
- Type: Email
- Status: Completed
- Due Date: the date and time the email was sent
- Created By: your Qualified integration user
Qualified writes a Task when an email is sent to a record. Since April 2025, Qualified also writes a Task when a lead replies to an email from your AI SDR agent.
Email activity was previously recorded as Events
Qualified originally created a Salesforce Event for each email sent. Qualified now writes native Tasks instead, which matches how other email tools record activity in Salesforce. If your organization was sending email before that change, you may see older Event records for email activity alongside newer Tasks.
Email Tasks vs. activity created by a workflow
Qualified writes the Task described above on its own. Separately, you can build a workflow on the Email sent trigger using the Create a Salesforce Task or Create a Salesforce Event action.
Those are independent records. If you build that workflow, your Salesforce record will show both the Task Qualified writes and the record your workflow creates.
Note: To change whether Qualified writes email Tasks to Salesforce, contact your Qualified Success Architect (QSA).
Troubleshooting
Insufficient access on cross reference entity
Salesforce can return an insufficient access on cross reference entity error when a rep's calendar is not shared with your Qualified integration user. In Salesforce logs and API responses, this appears as insufficient_access_on_cross_reference_entity. When this happens, the Event is not created.
To resolve it, have the rep:
- In Salesforce, go to Calendar, then My Events.
- Select Share Calendar.
- Add your Qualified integration user.
- Set the access level to Share Details and Add Events.
Duplicate activity from Einstein Activity Capture
If your Salesforce org uses Einstein Activity Capture, for example through Salesforce Inbox, you may see duplicate activity for Qualified meetings. Einstein Activity Capture logs emails and calendar invites as activity automatically, so it can log the same meeting that Qualified already records.
To prevent this, add app@qualified.com, the address Qualified alerts and meeting invites come from, to the Excluded Addresses list in your Einstein Activity Capture settings in Salesforce Setup. Einstein Activity Capture continues to log your other emails and meetings.
Note: If Qualified meetings still appear twice on reps' calendars, contact your Qualified Success Architect (QSA).
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 website on your Qualified website domain list. 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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