What you will need:
A Zapier account
Your Verse API Key
Your Salesforce login credentials
Available Zap Functions:
Note: this integration does require some familiarity with Zapier. If you're unfamiliar with Zapier, we highly recommend checking out our Zapier article here to learn more.
Getting Started with Salesforce on Zapier
When creating a Zap with the Salesforce app, you will be asked to sign in to Salesforce to connect an account.
Next, you will be prompted to select the Salesforce Environment you want to connect to. Most users should choose the ‘production’ environment. For more infomation about Salesforce environments please check out this article.
Then, log in to your Salesforce account (unless you are already logged in, you will automatically be redirected to the next step).
Click Allow to grant Zapier the necessary permissions to access your Salesforce account.
If all steps were successful your Salesforce account will now be connected to Zapier. This connection can be reused for multiple Zaps.
Send New Leads from Salesforce to Verse
While it is possible to use the Zapier app to set up triggers to get records from Salesforce it is not recommended for a couple of reasons. Primarily because everytime Salesforce updates or when a password is updated the connection in Zapier will expire and break the integration. The Salesforce Zapier App also utilizes polling for all Trigger events except for Outbound Messages (however, this can face the same connection expiration issue and isn't recommended). Polling can drastically increase API usage.
You can utilize Workflows and Outbound Messages in Salesforce to automatically send record information to a webhook in Zapier.
For more information about configuring Workflows and Outbound Messages please refer to the following guides from Salesforce:
Qualified Lead updates in Salesforce
You can automatically update your leads in Salesforce with Verse qualification summary, sync custom qualification data that Verse collects over to corresponding fields in Salesforce, and update your Lead Status in Salesforce so that your sales team can take it from there.
Step 1 - Create a Trigger from the New Qualified Lead Event
Once you've created a new Zap using the Verse App, the first step is to select the New Qualified Lead Event and click Continue.
Note: you'll be asked to authenticate with your Verse account if you haven't already done so. If this is your first time authenticating Verse with Zapier, check out our How to Get Started with Verse on Zapier Guide.
After you choose your Verse account you'll be asked to test your trigger. Don't worry if you don't have any qualified leads in Verse yet. You'll be provided a sample lead that can be used to set up the rest of the Zap. Click Test trigger.
Step 2 - Add an Update Record Action
Add a Salesforce Action and select the Update Record action type and click Continue.
Next, choose your Salesforce account and move on the the Set up action section. Here you will select Lead from the Salesforce Object dropdown, and map the External Lead Id from our Verse sample to the Record to Update field.
Note: If for some reason your Verse leads don't have an External Lead ID stored with your setup, you'll need to add a Find Record step in your Zap as part the process.
Finally, map over any custom data fields over to your record, but the two fields you'll want to focus on are Status and Description.
Status - Best practice is to create a new lead status Picklist value in Salesforce like Verse Qualified as an example. This allows your sales team to clearly see that a lead was qualified by Verse and can take the next steps from there. You can also use existing status fields like a simple Qualified or whichever fields your organization uses. For more information about adding new Picklist values to Salesfoce, please check out this article.
Description - Here you can store the Verse Summary which contains the full summary of Verse's conversation with your lead, including your custom qualification data, along with any additional custom notes left by the Verse rep that qualified your lead. This data can also be mapped to a corresponding custom field in Salesforce like "Verse Summary Notes", for example.
Finished!
Unqualified Lead updates to Salesforce
You can automatically update your leads in Salesforce when Verse unqualifies a lead to store the reasons unqualified and any other data to report on later.
Step 1 - Create a Trigger from the New Unqualified Lead Event
Once you've created a new Zap using the Verse App, the first step is to select the New Unqualified Lead Event and click Continue.
Note: you'll be asked to authenticate with your Verse account if you haven't already done so. If this is your first time authenticating Verse with Zapier, check out our How to Get Started with Verse on Zapier Guide.
After you choose your Verse account you'll be asked to test your trigger. Don't worry if you don't have any unqualified leads in Verse yet. You'll be provided a sample lead that can be used to set up the rest of the Zap. Click Test trigger.
Step 2 - Add an Update Record Action
Add a Salesforce Action and select the Update Record action type and click Continue.
Next, choose your Salesforce account and move on the the Set up action section. Here you will select Lead from the Salesforce Object dropdown, and map the External Lead Id from our Verse sample to the Record to Update field.
Note: If for some reason your Verse leads don't have an External Lead ID stored with your setup, you'll need to add a Find Record step in your Zap as part the process.
Finally, map over any custom data fields over to your record, but the three fields you'll want to focus on are Status and Description.
Status - Best practice is to create a new lead status Picklist value in Salesforce like Verse Unqualified as an example. This allows your sales team to clearly see that a lead was qualified by Verse and can take the next steps from there. You can also use existing status fields like a simple Unqualified or whichever fields your organization uses. For more information about adding new Picklist values to Salesfoce, please check out this article.
Description - Here you can store the Verse Summary which contains the full summary of Verse's conversation with your lead, including your custom unqualification data, along with any additional custom notes left by the Verse rep that unqualified your lead. This data can also be mapped to a corresponding custom field in Salesforce like "Verse Summary Notes", for example.
Unqualified Reason - While this field does not exist by default it is a best practice to create a new field to store the Reason Unqualified value that is returned from Verse. For more information about creating custom fields, please refer to this article. Otherwise, it's not uncommon to place the Reason Unqualified in the Description along with the Verse Summary.
Finished!
See Verse conversations in Salesforce
You can log each conversation in real time as it's happening as "Tasks" in Salesforce, so it can easily be referenced within your Salesforce Activity History for each lead. This includes 2-way SMS transcripts, notes left by Verse reps, Verse Call Attempt logs, and email attempts. Your sales team will be able to easily reference a complete interaction history with each lead.
Step 1 - Create a Trigger from the New Lead Activity Trigger
Once you've created a new Zap using the Verse App, the first step is to select the New Lead Activity Event and click Continue.
Note: you'll be asked to authenticate with your Verse account if you haven't already done so. If this is your first time authenticating Verse with Zapier, check out our How to Get Started with Verse on Zapier Guide.
Once you choose your account, test the trigger to pull in sample data and move on to the next step.
Step 2 - Add a Create Record Action
Next, add a Salesforce step and select the Create Record action type and click Continue.
Next, choose your Salesforce account and move on the the Set up action section. Afterwards, select Task from the Salesforce Object dropdown, and then you should map the following 4 fields:
Name: Here you will want to map the External Lead ID from Verse custom fields. This will associate the task to your lead in Salesforce.
Subject: Select the Verse Type from Verse custom fields. This will include subject lines like "Inbound SMS" and "Outbound Call Attempt".
Status: It is best practice to set this to Completed.
Description: Map the Verse Note from Verse custom fields. This will include the SMS content and more.
Finished!
End Verse Engagement from Salesforce
End a verse conversation on a lead right from Salesforce automatically is quick and easy. The first step in the process is is to setup a trigger from Salesforce that would determine when to End a Convo in Verse. There are many ways to go about this, but some common trigger points used are as follows
When a new Opportunity is created in Salesforce
When a field is updated on a Record in Salesforce
For this example, we'll use the Updated Field on Record Event to detect when a Lead's Status is updated.
Step 1 - Create a Trigger from the Updated Field on Record Event
Create a new Zap using the Salesforce App, then select the Updated Field on Record Event and click Continue.
Select your Salesforce account and then move on to the Set up trigger section. Here you will define the object and field to monitor for changes. Select Lead from the Salesforce Object dropdown. The rest of the options should now appear. Next, select Status from the Field dropdown. Finally, enter value that you would like to act as the trigger for ending a conversation. The most common triggers are "Qualified" or "Unqualified".
Move on to the next section and click Test trigger to pull in some sample data.
Step 2 - Add a Filter (Optional)
If you only want certain Contacts to be able to end a conversation (e.g. Only end the conversation if the lead is from a specific source), make sure to add a Zapier Filter step, which will allow you to filter by any field pulled in from HubSpot.
For more information about Zapier Filters check out this guide from Zapier: How to get started with Filters.
Step 3 - Add a Stop Conversation or End Conversation Action
Next, add an End Conversation (Qualify) or Stop Conversation (Unqualify) Verse Action. For example, if you're using "Do Not Contact" statuses to trigger this Zap, you'll probably want to select "Stop Conversation (Unqualify)" as the action which Unqualifies the lead in Verse. However if you're triggering from a lead conversion event like "Qualified" status update in Salesforce, you'll want to use the "End Conversation (Qualify)" action which Qualifies the lead in Verse. In both cases, Verse will end engagement with the lead.
Select your Verse account and then move on to the Set up trigger section. Now, all you need to do is merge in either the Verse Lead ID, the Phone, or the Email field from Salesforce, which is what we'll use to find a matching lead in Verse.
