CRM Fields for ServiceBell Influence (Contact)

ServiceBell creates the following properties on your Salesforce Contact and HubSpot Contact 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 a Contact has had with the website or ServiceBell.

  • Values

    1. Detected - Contact was detected on the website.

    2. Chat - Contact submitted text in the chat widget.

    3. Video Chat - A live video call within the chat widget occurred with Contact.

    4. Audio Chat - A live audio call within the chat widget occurred with Contact.

    5. User Viewed Session - A user from your team viewed a visitor session attached to Contact.

    6. Inbound Call - Contact requested help from the chat widget.

    7. Outgoing Call - A user from your team called Contact using the chat widget.

    8. Journey Presented - Contact was presented a chat journey.

    9. Journey Engaged - Contact engaged (clicked, responded to, or watched a video within) with a chat journey.

    10. Form Filled - Contact filled out a form in. the chat widget.

    11. Meeting Booked - Contact 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 Contact, 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 Contact was detected on the website.

  • Field Type: Date

• Field Name: First Engaged

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

  • Field Type: Date

• Field Name: Last Detected:

  • Description: This field reflects the last date a Contact was detected on the website.

  • Field Type: Date

• Field Name: Last Engaged:

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

  • Field Type: Datect C

• 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]