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  1. Call Settings Getting Started
  2. Customizing Call Statuses and Outcomes
  3. Custom Call and SMS Salesforce Opt Out Fields

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Call Settings Getting Started

Click here to get started!

  1. Auto-log all calls in Salesforce: Groove will automatically log all calls made through Dialer to Salesforce, and relate them to the correct lead, or contact/opportunity pair. This includes both inbound and outbound calls. The user does not need to explicitly click log, but can include their own notes in order to update the logged call. This ensures data accuracy for all calls going through Dialer.
  2. Display the field "Call Results" in the call log window: We recommend keeping this enabled. This will make sure that the Call Results dropdown shows up for your users so they can properly log calls, their statuses, and notes
  3. Make the Call results field required: This makes it required for your team to properly fill out a call log, and note the result of the call.

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Customizing Call Statuses and Outcomes - how calls get logged to Salesforce

When your team is logging calls to Salesforce (with or without Groove's Dialer), the results of these calls get mapped back to Salesforce. You can configure where these call results will be found in Salesforce using the Call Settings section in Manage My Org.

Option 1 (Default): Use the native 'Call Result' field in SFDC

By default, Groove logs 'Call Result' to the native 'Call Result' (Field name: CallDisposition) field in SFDC. If you'd like your calls to log to Call Result, there is no additional action that needs to be taken to set this up. 

The Call Status (Conversation vs. No Conversation) as well as the Conversation Outcome get paired together in one field, Call Result. In this case, the Call Status is 'Conversation' and the Conversation Outcome is 'Call in 3 months' but the Conversation Outcome is the value that will be displayed in Salesforce.

Option 2: Map to activity custom fields

You can also have the Call Status and Conversation Outcome mapped back to separate fields in Salesforce so that you can run reports on Conversation vs. No Conversation, and reports on the Conversation Outcomes themselves.

In order to set this up, you will need to do the following: 

  1. In Salesforce, navigate to Setup | Customize | Activity Custom Fields
  2. Create 2 picklist Activity Custom Fields; we recommend naming them "Call Status" and "Conversation Outcome"
  3. Make sure Restrict picklist to the values defined in the value set. is unchecked
  4. Click here to refresh your SFDC data if you just created these fields
  5. Go here.
  6. Make sure 'Display the field "Call Results" in the call log window' is checked
  7. Choose the fields you just created in Salesforce for Call Status and Conversation Outcome

Now when your team logs calls, the status and outcome will be mapped back to these two newly created fields:

Adding Custom Values

If you would like to add to the Conversation Outcome fields that are shown while logging a call, you can do that by going here and clicking 'Add  New Outcome':

You can also use the Pencil or the Trash-can icon next to the existing outcomes to edit or delete them.

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Custom Salesforce Opt Out Fields

Groove is constantly trying to ensure that your organization is staying compliant, especially when your team is making hundreds of calls and text messages a day using Groove's Dialer. In this section you can configure Custom Opt Out fields in Salesforce for both Calls and SMS. If these fields are checked, Groove will make it easier for your team by blocking them from contacting those opted out contacts or leads from Salesforce.

**Note** You will have to contact your Customer Success Manager or email success@grooveapp.com to get this feature enabled for you. If you have done so, you can find the settings page here.

Setting Up a Custom Call Opt Out Field

Set up a custom call opt out field in order to ensure that your team cannot call a contact or a lead who has opted out of communication. If a contact or lead tells verbally tells a rep that they would like to stop receiving calls from your organization, your rep can check the Call Opt Out field box on the contact or lead's page.

Set Up:

  1. Create a custom opt out field in Salesforce for a Contact and/or a Lead. We recommend calling it something like "Do Not Call".
  2. Copy the API Name for that field and paste it into the respective text fields as shown below:

3. If you would like for your reps to have the option to check this field within the Dialer anytime they log a call we recommend creating a custom value in the conversation outcome as shown in the above section of this article. We recommend calling it something like "Opted Out".

You must then set up a Process Builder that will check your Call Opt Out field to true when your rep selects the "Opted Out" conversation outcome while logging calls via Dialer.

Setting Up a Custom SMS Opt Out Field

Set up a custom SMS opt out field in order to ensure that your team cannot text a contact or a lead who has opted out of communication. Anytime a rep texts a person from the Dialer, they receive a message letting them know they can unsubscribe to messages from your org by texting "STOP". If a contact or lead texts back the message "STOP", this feature Dialer will automatically check the SMS Opt Out field box on the contact or lead's page and your reps will no longer be able to text them via the Dialer.

Set Up:

  1. Create a custom opt out field in Salesforce for a Contact and/or a Lead. We recommend calling it something like "Do Not Text".
  2. Copy the API Name for that field and paste it into the respective text fields as shown below:

How can you make sure that the Call Opt Out and SMS Opt Out fields are mutually exclusive?

In some instances you will want to make sure that if a contact or lead has opted out of one form of communication you will want to make sure there are no other forms of communication that your reps can contact them in with Groove. For example, if the person does not want to receive calls from your org any longer, you will want to make sure your reps cannot text them either. Or in some cases not even allow them to email the person as well! This can be resolved by setting up Process Builders in Salesforce as described in this help article here.

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