Integration Onboarding Guide

Verse is a customer engagement platform that excels at text message-based outreach. An integration connects your system (typically a CRM) to Verse so that two things can happen automatically:

1. Your leads flow into Verse, When a new lead comes in (from a web form, ad campaign, CRM action, etc.), it gets sent to Verse so our team can begin engaging with them via text.

2. Verse sends updates back to you, As Verse engages with your leads or customers, activity updates (messages, qualification status, live transfers, etc.) are automatically sent back to your system in real time.

Verse is designed to work alongside your existing outreach efforts (e.g. call center, email marketing, print media), and handles the initial text outreach and qualification so your team can focus on the leads that are ready to convert.

Your integration also has the option to include stopping conversations and/or send conversion data back to Verse for the purpose of measuring ROI.

There are three ways to set up your Verse integration, depending on your team's technical capacity, requirements and your CRM's capabilities.

Note: For Hosted and Hybrid solutions integrations will be built in Verse's Zapier account at no additional cost.

Regardless of which approach you choose, the underlying components and data requirements are the same. Your Integrations Specialist will help determine the best fit for your organization.

Every Verse integration is made up of some combination of the following components. Most clients use at least the first two.

Before we begin building your integration, there are several decisions that will shape how it's configured. Take a moment to review each one with your team.

Verse offers four types of updates you can receive. You can choose one or all of them depending on what data you need flowing back into your system.

By default, Verse uses your account's configured owner details (name, phone, email, booking link) when engaging with leads. However, if you need different owner information per lead, for example, routing each lead to a specific sales rep, you can pass owner fields with each conversation you create.

Owner fields let you override the defaults on a per-conversation basis, including the owner's name, notification email, phone number for live transfers, booking link, and team name. An extremely common example is using a different transfer number to ensure that leads are routed to the correct call center, agent or skill group.

Verse assigns its own unique ID to every conversation. However, you can (and should!) also send your own ID (called an External Lead ID) when creating a conversation. This makes it much easier to match Verse's webhook subscription data back to the correct record in your CRM.

Beyond the standard fields (name, phone, email, address, lead type, source), Verse supports custom fields, additional data fields you define that serve two purposes: they can be used in Verse's text messages to personalize outreach, and they power the Insights Dashboard, a customizable interface for viewing performance breakdowns, response metrics, and other custom analyses.

Common uses include passing along information like electricity bill amount (solar), property type (real estate), loan amount (mortgage), or any other data point relevant to your business. Custom fields can be sent when creating a conversation, and can also be added or updated later via the Update Conversation endpoint, so you can enrich your Insights data over time as new information becomes available.

As Verse sends updates back, we recommend creating fields in your CRM to capture the following. This ensures your team has full visibility into each conversation's outcome.

Here's what to expect once you've reviewed this guide and discussed your integration approach with your team.