If you have not configured Call or SMS Opt Out fields in Groove, please refer to the help article here.

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Set up a Process Builder to Connect your Conversation Outcome Field to your Call Opt Out field

You must 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.

  1. Go to Salesforce "Set Up" and create a new Process Builder. Select the option "Record Changes" for "The process starts when" option.

  2. Object -> add a "Task"

  3. Add Criteria -> select "conditions are met". Set the "Field" to the Conversation Outcome Field and select the options as shown below. Make sure the "Value" field is filled with the name of the Conversation Outcome option that should be selected when you want to check the Call Opt Out field.

4. Add Action -> set up with the following fields:

5. You will have to repeat steps 1-4 to create a Process Builder for Leads

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Make Call Opt Out and SMS Opt Out fields 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. You can set up a Process Builder in Salesforce to accomplish this.

  1. Go to Salesforce "Set Up" and create a new Process Builder. Select the option "Record Changes" for "The process starts when" option.

  2. Object -> add Contact

  3. Add Criteria -> select "conditions are met". Set the "Field" to your Custom Call Opt Out Field on the Contact level.

4. Add Action ->

5. Add Another Criteria -> select "conditions are met". Set the "Field" to your Custom SMS Opt Out Field on the Contact level.

6. Add Action ->

7. You will have to repeat steps 1-6 to create a Process Builder for Leads.

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