After a contact is enrolled into a (CE) campaign from Salesforce, CE sends the data back to Salesforce including:
Campaign name*
Campaign status*
Campaign creator*
Campaign URL*
Lead/Contact email conversations and status
Do Not Contact
Sync campaign attributes to Salesforce
* To have your campaign details synced back to Salesforce, you will need to install an additional package.
Install the package
In CE, go to Integrations > Salesforce.
This package adds 6 custom fields to Salesforce Leads/Contacts.
If you are not already logged into Salesforce, you will be prompted to log in.
Choose the user roles you would like to install the fields for, we recommend selecting “Install for All Users.”
Click Install to complete.
Set Visibility Layout for the new fields (optional): To see the new fields in your leads or Contacts, you might have to add the new fields to your Leads or Contacts Layout.
Go to Salesforce Setup -> Lead -> Page Layout
Search for 6sense Conversational Email fields
Drag and drop the fields to the layout.
Click Save
CE sends the most recent campaign details back to each lead or contact. If a contact is enrolled successfully in more than one campaign, the most recent campaign details are updated in Salesforce.A
Note: If you upload a CSV of Salesforce contacts to CE instead of using report auto-enrollment, CE will still be able to send the campaign details back to Salesforce if the CSV includes these columns: crm_object_id, crm_object_type , and crm_type.
Sync leads/contact email conversation and status to Salesforce
CE sends the conversation status to each lead or contact in Salesforce. Whenever the conversation status is updated after an exchange between your AI email agent and your contact, CE updates the status in Salesforce.
Here’s a table of the list of possible statuses and their descriptions.
Status | Description |
|---|---|
Bounced | The lead’s email is not valid |
Canceled | The conversation with the lead was canceled |
Enrollment Error | Contact cannot be enrolled into a campaign due to current engagements, DNC list, etc. |
Import Error | Contact cannot be imported due to incomplete or invalid data |
In Progress | The conversation is active with the lead |
Need Human Review | The conversation with the lead has gone into human review and requires action |
Not Interested | The lead is not interested after engaging with the AI Agent |
Qualified | CE has qualified the lead |
Stopped Responding | The lead responded at least once, but did not reply to the remaining emails |
Unresponsive | The lead did not respond to the emails |
Unsynced | The lead has not been imported into Conversational Email from your CRM |
When field history tracking is switched on for the CE Status field (recommended), you can view all CE status changes in the Lead History panel.
* Object Field History is only viewable in Lightning Experience from Summer 17′ Release onwards, please use Salesforce Classic if your Salesforce instance is not updated and you need to view the Status field history.
Emails
When emails are exchanged (sent or received) between your AI email agent and a contact, the emails are all synced to Salesforce so your sales reps can review the context of a conversation quickly and easily.
For Salesforce Lightning Experience, you can access emails from a Lead’s page. Select the Lead/Contact Past Activity section, and navigate to the “Activity” tab.
For Salesforce Classic, you can access emails from the Lead/Contact “Activity History” section. This can also be found on the Lead’s page.