One of the most important steps in setting up a CRM integration is configuring your field mapping. Mapping out the different fields in Exceed to the appropriate fields in your CRM allows the bi-directional sync between the two platforms and lets Exceed know where to update this information/where to pull it from.
Why Should You Map Your CRM Fields?
A comprehensive field mapping with your CRM will give you a more complete picture of all the relevant information pertaining to a given lead/contact in your CRM.
In addition, Exceed.ai will be able to pull information from the CRM and utilize it accordingly, for example to personalize messaging or inform Exceed when to stop engagement with a contact.
For example, when you map the Exceed Phone Number field to the Phone Number field in your CRM, Exceed.ai will bi-directionally sync that email information between those two fields.
Mapping the Exceed Status
Contacts in Exceed are given statuses as they progress through their journey within a sequence:
New: Recently enrolled and are scheduled to receive a message.
Approached: Received an email or interacted via chat but have not yet replied.
Engaged: Replied but not yet qualified.
Assigned: Qualified and have been handed over to an Assigned Rep.
Escalated: Replied, but the system requires human assistance to provide an answer. These contacts are escalated to the Manager associated with that sequence as a Task.
Ended: No longer active or relevant, reached the end of their engagement journey
These statuses stem out into Status Reasons and Status Reason Details to provide a more detailed resolution of the information about any given contact, for example:
Status: Assigned
Status Reason: Meeting Set
Status Reason Details: Meeting Set by Exceed or Meeting Set Externally
Understanding why a contact was Ended or if a meeting has been scheduled can provide valuable insights for your sales and marketing efforts. Interested in learning more about these statuses and what they mean? Check out the article here for more information.
To view this essential information in your CRM and leverage your insights accordingly, follow these steps:
Create three custom, free-text fields in your CRM for each of the following Exceed fields:
Exceed Status
Exceed Status Reason
Exceed Status Reason Details
Map these new fields to the corresponding Exceed fields in your Integrations Settings page:
Enable the Update toggle to allow Exceed to update those fields back in the CRM.
By implementing these steps, you will be able to synchronize the contact status information between Exceed and your CRM effectively, allowing for better tracking and analysis.
Need additional help? Feel free to reach out to us via the Customer Care Communications Portal.