Call Settings Getting Started

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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.

    

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.

Add Additional Call Logging Fields

With this feature managers can make sure their reps are logging all the important Salesforce fields you want them to fill out after every call. This allows reps to more efficiently log the fields you want them to while making hundreds of calls a day. For example, you can add a "Current Solutions" field so that you can create a report on contacts that are mentioning they have another solution on your rep's calls.

How do you set this up?

Navigate to you Manage My Org and you will find the Additional Call Log Fields option under Call Settings. Here you can check the checkbox to ensurer these fields are required by your reps to fill out. Then you can search and check which fields will be included in the Omnidialer.

Feature Details:

• You can select up to 3 additional fields to be added to Omnidialer

• These fields will be pulled from whatever is available on the Call task

• This feature supports only picklist fields, dependent picklists and multi-select fields from Salesforce

   

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 via the Dialer.

**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 feature in 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:

    

   

SMS Opt-in Mechanisms

"Because the goal of a compliant campaign is to only send communications that consumers or constituents want to receive, handling opt-ins and opt-outs properly is fundamental. Under the new CTIA guidelines, sending messages requires written consent to specifically receive promotional messages. However, whether or not your messages are promotional, we recommend that all opt-ins be documented in some way so that you can demonstrate how and when you received the consumer’s consent to send him or her messages." - Twilio

An opt-in is the consumer’s consent to receive messages. It’s important that opt-ins are contextual and timely. The goal is to ensure that you and the consumer are both clear about whether that consumer wants to receive the particular messages you intend to send.

Here are a few recommendations on how to receive timely documentation and proof of SMS opt-in from your clients and prospects:

Recommendation 1:

You should always tell consumers exactly what they are signing up to receive. For example - your first message should have opt-in language:

“Hi, this is {!firstname} from {!companyName}. If you would like to continue to receive messages from me, please reply with ‘yes’.”

We recommend setting up a Groove Flow with an SMS template that has this type of opt-in language, to ensure all your clients are opting in this way before you reach out to them.

Recommendation 2:

Prior to sending the first message, gather your client's opt-in consent via your company website. You can set up a "Contact Us" form on your website that allows the client or prospect to consent to receiving messages via the form. This opt-in info should also be tracked in Salesforce as a common best practice.

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.