CRM Fields for ServiceBell Influence (Account)

ServiceBell creates the following properties on your Salesforce Account and HubSpot Company objects, and updates them per the logic described below.

  • Field Name: Engagement Status

    • Field Type: Long text (comma separated) or multi-picklist field

    • Salesforce “multi picklist” (Multi-select picklist)

    • Description: Populates values that signify any engagement an Account has had with the website or ServiceBell.

    • Values

      1. Detected - Account was detected on the website.

      2. Chat - A visitor from this Account submitted text in the chat widget.

      3. Video Chat - A live video call within the chat widget occurred with a visitor from this Account.

      4. Audio Chat - A live audio call within the chat widget occurred with a visitor from this Account.

      5. User Viewed Session - A user from your team viewed a visitor’s session from this Account.

      6. Inbound Call - A visitor from this Account requested help from the chat widget.

      7. Outgoing Call - A user from your team called a visitor from this Account using the chat widget.

      8. Journey Presented - A visitor from this Account was presented a chat journey.

      9. Journey Engaged - A visitor from this Account engaged (clicked, responded to, or watched a video within) with a chat journey.

      10. Form Filled - A visitor from this Account filled out a form in. the chat widget.

      11. Meeting Booked - A visitor from this Account booked a meeting through the ServiceBell scheduler, either within the chat widget or through a dedicated booking page.

  • Field Name: Web URLs Visited

    • Field Type: Long text field (separated via single space) (Salesforce = “textarea”)

    • Description: A raw capture of all marketing site URLs visited by visitors from the Account, including query strings.

    • Values: Any URL visited displayed as “https://servicebell.com/?utm_source=[remainder of URL] https://servicebell.com/pricing/ https://[remainder of URL and other URLs separated by single space]”

  • Field Name: High-intent URLs Visited

    • Field Type: mutli-select picklist

    • Description: This field shows picklist values based on a list maintained by the user in ServiceBell Spotlight for high-intent pages. These are custom, where the list includes pages the user has identified in ServiceBell Spotlight.

    • Values (for example):

      • Pricing

      • Demo

  • Field Name: First Detected

    • Description: This field reflects the first date an Account was detected on the website.

    • Field Type: Date

  • Field Name: First Engaged

    • Description: This field reflects the first date the Account was engaged either with a live chat or a journey. Requires that the Account visitor took action in some way.

    • Field Type: Date

  • Field Name: Last Detected:

    • Description: This field reflects the last date an Account was detected on the website.

    • Field Type: Date

  • Field Name: Last Engaged:

    • Description: This field reflects the last date the Account was engaged either with a live chat or a journey. Requires that the Account visitor took action in some way.

    • Field Type: Date

  • Field Name: Number of unique visitors

    • Description: This is the total number of unique website visitors from the account visiting the site. Use this to gauge how many people form one account are interested in your offering.

    • Type: Number

    • Values: [Number of unique visitors]

  • Field Name: Last UTM Source Detected:

    • Description: Take last detected ?utm_source=xyz and write to this field as xyz and overwrite previous values when new ones are detected

    • Field Type: short text

    • Values

      • [Custom Value]

  • Field Name: Last UTM Medium Detected:

    • Description: Take last detected ?utm_medium=xyz and write to this field as xyz and overwrite previous values when new ones are detected

    • Field Type: short text

    • Values

      • [Custom Value]

  • Field Name: Last UTM Campaign Detected:

    • Description: Take last detected ?utm_campaign=xyz and write to this field as xyz and overwrite previous values when new ones are detected

    • Field Type: short text

    • Values

      • [Custom Value]

  • Field Name: Last UTM Term Detected:

    • Description: Take last detected ?utm_term=xyz and write to this field as xyz and overwrite previous values when new ones are detected

    • Field Type: short text

    • Values

      • [Custom Value]

  • Field Name: Last UTM Content Detected:

    • Description: Take last detected ?utm_content=xyz and write to this field as xyz and overwrite previous values when new ones are detected

    • Field Type: short text

    • Values

      • [Custom Value]

PreviousCRM Fields for ServiceBell Influence (Contact)

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