When a lead is qualified by a (CE) AI email agent, a sales rep email will be cc’d to continue the conversation thread.
CE uses 2 methods to decide which sales rep will be added to the qualified email:
Pre-assigned lead owner from Salesforce record
CE round-robin rule
Using the pre-assigned lead owner from Salesforce
By default, each lead or contact in Salesforce requires an assigned Lead Owner.
6sense Conversational Email will assign the qualified lead to this Lead Owner in Salesforce when you have completed these 2 setup steps:
Add the Lead Owner as a Sales Rep email in CE.
Map the Lead Owner field in Salesforce integration settings.
The round-robin rule and Salesforce lead owners
Some organizations may assign the lead to a generic email in Salesforce, for example: [email protected], in the Salesforce Lead Owner field instead of an actual sales rep’s email.
This way, you can qualify the lead first before assigning them to a human lead owner.
If this is your company practice, CE will round-robin a qualified lead and the integration will send the lead owner an update to Salesforce.
How it works:
Add your sales team member to CE Sale Reps.
Create a report for inbound leads. The report can contain a list of leads with a human sales rep as lead owner and the generic email address (i.e [email protected]) as lead owner.
Enroll Salesforce report to a CE campaign.
When a lead is qualified:
If it has a human sales rep as the lead owner from Salesforce and the sales rep is added in CE Sales Rep settings, CE will cc the human sales rep in the conversation
If it has the generic email address (i.e [email protected]) as lead owner, CE will round-robin the lead to a sales rep records in CE. CE will then update the lead owner record in Salesforce with the round-robin sales rep.
For example, if the round-robin sales rep email is [email protected], you will see the lead owner record for this lead in Salesforce change from [email protected] to [email protected].