How Does Copilot Sync Calls to Salesforce?

This article defines how Copilot pushes call data to Salesforce and how Salesforce logs that data.

 

Account Selection:

 

1. Get External Domains: Copilot looks at the email addresses of the people attending the meeting and note the domains.

2. Accounts via Contacts emails domain: For each external domain Copilot found, it then finds accounts that are linked to contacts who have the same external domain in their email addresses.

3. Accounts via Website field: Copilot directly finds accounts with the same external domain in their website address.

4. Accounts Linked to Contacts: Additionally, Copilot find accounts that are linked to the contacts who are attending the call. This step is important for customers who use public email domains.

 

When Copilot has multiple accounts to choose from, it follows these rules to make the best selection:

 

Tie Breaker for Accounts:

 

1. Account Owner: If the person who owns the account (the AccountOwner) is attending the meeting, Copilot picks that account.

2. Opportunity Owners: If anyone who owns an opportunity related to the account is in the meeting, Copilot chooses that account.

3. Linked Contacts: If there are contacts linked to the account who are attending the meeting, Copilot gives priority to that account.

 

Global Tie Breaker for Accounts:

In case Copilot still has multiple accounts that are equally good options, it uses these rules to decide:

 

1. Number of Matching Contacts: Pick the account that has the most contacts with the same external domain as the account.

2. Recent Activity: If there's a tie in the number of matching contacts, chooses the account with the most recently updated opportunity.

 

Tie Breaker for Opportunities:

When there are multiple opportunities within the chosen account, Copilot follows these guidelines:

 

1. Opportunity Owner: If the person who owns the opportunity (the OpportunityOwner) is attending the meeting, it selects that opportunity.

2. Linked Contacts: If none of the OpportunityOwners are in the meeting, it picks the opportunity with the most contacts linked to it who are attending the meeting.

 

Recent Activity: If there's a tie, it chooses the opportunity with the most recently updated information.

FAQs 

How do I map custom properties between Copilot and Salesforce?

You can map custom properties from Copilot calls to Tasks/activities in Salesforce.
 

Here is a list of custom properties you can map:
 

1. Call Duration - (Number, in Seconds)

2. Call Time - (Date)

3. Call title - (String)

4. Call Link - (Url)

5. Attendees - (CSV of email ids, String)

6. Reps - (CSV of email ids, String)

7. External attendees - (CSV of email ids, String)

8. Interactivity - (Number)

9. TL Ratio - (Number)

10. No. of Engaging questions - (Number)

11. Longest Monologue - (Number, in seconds)

12. Topics discussed - (Multipicklist or CSV of Topic names, String)

13. Competitors mentioned - (Multipicklist or CSV of Competitor names, String)

14. Call Type - (Type of call eg. ZOOM, Google Meet, String)

Is there custom metadata mapping, and does this add metadata to tasks that are on opportunities, contacts, and leads?

The task objects will not be different for contacts, opportunities, or accounts. They have the same properties and are linked to contacts, deals, and accounts using matching logic based on the email IDs of the attendees and email IDs of the contacts.

 

What about multipicklist fields like Competitor Mentioned and Topics Discussed?

For multipicklist fields (i.e., Competitor Mentioned, Topics Discussed), a Salesforce admin must create a multipicklist field with all possible values for Competitors Mentioned and Topics Discuss in the field configuration. If a value is not present in the multipicklist field, then Copilot will not send that data over. If a new competitor or Topic is added in Copilot, you must add a corresponding value to the multipicklist field.