ReadyTalk for Salesforce
User Guide
Revised 11/8/2013
Getting Started
What is ReadyTalk for Salesforce?
ReadyTalk for Salesforce is an application available from the salesforce.com AppExchange that allows you to import, manage, and schedule ReadyTalk meetings and recordings from inside salesforce.com. With ReadyTalk for Salesforce, you can:
Import ReadyTalk meetings and ReadyTalk Recordings to view meeting and recording information in salesforce.com.
Invite salesforce.com Leads, Contacts, Cases and Campaign Members to ReadyTalk meetings and recordings.
Allow others in your organization to invite customers or prospects to ReadyTalk meetings or
recordings directly from the Lead, Contact or Case record.
Schedule and start a ReadyTalk meeting directly from the Lead, Contact, or Case record. Automatically capture registration, attendance, and recording playback information in
salesforce.com.
Create new Leads for ReadyTalk meeting registrants and attendees not already in salesforce.com.
Importing Meetings
To access ReadyTalk meeting information scheduled in Conference Center or the ReadyTalk for Outlook Scheduler within salesforce.com, you must first import the meeting. Importing a meeting establishes a link between the meeting in salesforce.com and the meeting in ReadyTalk Conference Center.
3. Selecting the meeting you wish to import will automatically place the meeting into the Meetings to be Imported list. Click the Import button to import your meeting into Salesforce. 4. After clicking the import button you will see the following message appear on your screen. 5. Once your meeting finishes importing, the title of your meeting will appear below the Available Meetings list. To view the details about your meeting, click on the title of your meeting (For
additional information about this section, see the View Meeting Information portion of this user guide).
Note ‐ Before clicking the Import button be sure to view the Default Meeting Settings section to ensure no changes need to be made to the settings of this meeting. You can also add a Salesforce Campaign to the meeting before importing using the Meeting Campaignsection.
Note – You can also view past meetings by checking the Show Past Meetings box (It
Default Meeting Settings
Your default meeting settings are displayed near the bottom of the Import Meetings page. You can adjust the following settings for your meetings from this section prior to importing your meetings into Salesforce (These settings can also be adjusted from the ReadyTalk Meeting page after the meeting is imported). Lead Assignment – Select from the drop‐down list the User or Lead Assignment Rule for assigning new Leads created from unmatched ReadyTalk meeting registrants or attendees of this meeting. The default setting is determined by your user settings. Automatically Create New Leads – Check this box if you want a new salesforce.com Lead record to be created for a ReadyTalk meeting registrant or attendee that does not match any existing Lead or Contact record. The default setting is determined by your user settings.
Allow Others To Invite – Check this box if you want other salesforce.com users within your
organization to be able to invite Leads or Contacts to this meeting. This will also enable the meeting to be visible to other salesforce.com users in the ‘All Meetings’ view of the Meetings sub‐tab. Field Mappings Settings – If your Salesforce administrator has enabled field mapping, select ‘Update
Mapping’ to configure how specific meeting registration fields should be mapped to existing lead or contacts. The default field mapping is setup by your Salesforce administrator.
Access Code – By default, this is the ReadyTalk access code listed in your user settings. To import a meeting from a different access code, click the change access code link. You will be prompted to enter a new Toll Free Number, Access Code, and Passcode in the Chairperson Login Credentials dialog. The new login credentials remain in effect only for the meeting you're currently importing. Default Lead Source – Select from the drop‐down list a default Lead Source for new Leads created by the ReadyTalk for Salesforce application. The list is populated by the Lead Sources identified in your salesforce.com setup.
Meeting Campaigns
When you associate a meeting with a Campaign, all members of that Campaign are automatically added to the ReadyTalk Meeting as ReadyTalk Meeting Members with a status of New. Additionally, all Meeting Members are added to the Campaign as Campaign Members. The ReadyTalk for Salesforce application provides the option to link an imported ReadyTalk Meeting to a salesforce.com Campaign. There are two ways to associate a Campaign to a ReadyTalk Meeting: 1. Prior to importing a meeting you can associate a meeting with an existing salesforce.com Campaign from the Import Meetings page.a. From the Meeting Campaign section of the Import Meetings page, click the magnifying glass icon to search for an active Campaign in the Lookup window.
b. In this scenario, the information from Conference Center is synced first and then the sync with the Campaign begins as a background process.
Information
This section of the ReadyTalk Meeting page is for viewing the default settings of your meeting and, if desired, modifying the default settings for that individual meeting. It also gives you the option to link the ReadyTalk meeting to a salesforce.com Campaign if you did not already add the Campaign during the import process (To make changes to this section, click the ‘Edit’ button near the top of the ReadyTalk Meeting page). Meeting Title – This field displays the title of the meeting as displayed in your Conference Center. If you change the meeting name in Conference Center, the salesforce.com meeting name changes when the next sync with ReadyTalk occurs.
Meeting Details
This section displays information about the meeting stored in your ReadyTalk Conference Center, including Meeting Title, Meeting Date & Time, Duration, etc. If you want to change any of the meeting details, you must make the changes in your Conference Center. You can access your Conference Center from Salesforce using the Conference Center sub‐tab or by clicking the ‘View’ link within the Meeting Details section. Meeting Title – This is the title of the meeting in Conference Center, which is also used as the meeting name in salesforce.com. If you change the meeting name in Conference Center, the salesforce.com meeting name changes when the next sync with ReadyTalk occurs.Meeting Member Summary
The Meeting Member Summary section of the Meeting record lists summary information for all the ReadyTalk Meeting Members for this ReadyTalk Meeting. New – The number of Meeting Members who have been added to the meeting in salesforce.com but have not yet been invited. Invited – The number of Meeting Members who have been invited to the meeting, but have not yet registered. Confirmed – The number of Meeting Members who have registered and have been confirmed for the meeting. Attended – The number of Meeting Members who attended the meeting. Unmatched Registrants – There are two cases in which Meeting Members will appear in this category. First, if the email for the meeting registrant or attendee matches more than one Lead or Contact record. Second, if the email for the meeting registrant or attendee does not match any Lead or Contact record and if Automatically Create New Leads is not selected. Click on the Manage Registrations link to manually match meeting registrants to existing Leads or Contacts or create new Lead records for them. Declined – The number of Meeting Members whose registrations have been declined by the chairperson in Conference Center. Email Failure: Opt‐out – The number of Meeting Members who were invited but have opted‐out of receiving emails from the ReadyTalk account owner. Email Failure: Address Error – The number of Meeting Members added to the meeting in salesforce.com whose Lead or Contact record does not contain a valid email address.Note ‐ If you edit a Lead or Contact record to include a valid email address after you add them to a meeting, the Email Failure: Address Error status does not change automatically. The Meeting Member appears in the list of Meeting Members available for invite. Once invited, the Meeting Member status changes from Email
ReadyTalk Meeting Members
The current Meeting Members are listed in the ReadyTalk Meeting Members section at the bottom of the ReadyTalk Meeting page. When a meeting is first imported, meeting registrants or attendees already in Conference Center will also be imported and displayed. If the ReadyTalk Meeting is linked to a salesforce.com Campaign, any members of that Campaign will also be added and displayed as Meeting Members. Meeting Members are added to the list as they register or attend the meeting. You can also add Leads and Contacts as Meeting Members by using the Add Meeting Member feature.Each Meeting Member is listed along with the following information: Meeting Member Name – If the Meeting Member is added in salesforce.com, this field is the first and last name in the individual's Lead or Contact record. Otherwise, it is the first and last name the individual provided when registering for the meeting. The Meeting Member name is a link to the Meeting Member record. Registration Email – This is the email address the individual provided when registering for the meeting. Registration Company – This is the company name the individual provided when registering for the meeting, if this field was part of the ReadyTalk Meeting registration form. Status – This field shows the Meeting Member's current status for this ReadyTalk Meeting as
described in the Meeting Member Summary. The status changes automatically to reflect where the individual is in the registration and meeting process.
Contact – This field is a link to the Meeting Member's salesforce.com Contact record if it exists.
Otherwise, the field is blank.
Lead – This field is a link to the Meeting Member's salesforce.com Lead record if it exists. If the
meeting is set up to automatically create new Leads, Lead records and links are automatically created for all unmatched ReadyTalk meeting registrants. Otherwise the field is blank.
Note ‐ Meeting Member information is specific to each ReadyTalk Meeting. To edit
Adding and Inviting Meeting Members
Once the ReadyTalk Meeting has been imported into salesforce.com, you can add and invite existing Leads, Contacts and Campaign Members to the meeting.Adding Meeting Members
Registrants and attendees are automatically added as Meeting Members when they register for or attend the ReadyTalk Meeting. If there is a salesforce.com Campaign associated with the ReadyTalk Meeting, all Campaign members are automatically added as Meeting Members. You can also add salesforce.com Leads and Contacts to a meeting from the ReadyTalk Meeting record:6. A pop up box will appear allowing you to enter the individual’s first name and last name. Click Continue after entering that information into the available fields. 7. If the individual is successfully added, you will see an Added message appear near the top right corner of the screen. 8. Back on the Add Meeting Members page, you should now see the list of searched individuals. Click the Add and Invite to Meeting button to add the selected individuals as Meeting Members and send email invitations through ReadyTalk Conference Center. Alternatively, you can click the Add to
Meeting button if you prefer to send invitations later.
The Meeting Member Status field is set to New for Meeting Members you add to the ReadyTalk
Meeting in salesforce.com. The status does not change until they have been invited to the meeting.
Inviting Meeting Members
Follow these steps to invite Meeting Members you have previously added to the ReadyTalk Meeting: 1. Click the Invite button at the top of the list of Meeting Members. This displays a page showing all Meeting Members with a status of New or Invited (in case they have not yet registered and you want to invite them again). 2. Click the check boxes next to the Meeting Members you want to invite. By default, New members are already selected, but Invited members are not. You can send a second invitation to individuals with a status of Invited by selecting the check box next to their name. 3. Click the Invite to Meeting button to send email invitations automatically from ReadyTalk Conference Center to the selected Meeting Members. The status changes to Invited for these Meeting Members and you will be returned to the ReadyTalk Meeting page. 4. If you prefer to send invitations to Meeting Members through a different tool, click the Download CSV button. This downloads a .csv file containing the names and email addresses of the selected Meeting Members. During this process, you can also automatically update the status of the selected Meeting Members to Invited.Note ‐ Meeting Members with a status of Email Failure: Address Error are also included in the list if you added a valid email address to their Lead or Contact record after you added them to the meeting.
Note ‐ Conference Center remembers the Meeting Members you invite from
5. You may have a third‐party email system that is integrated with salesforce.com Campaign. If this is used to send invitations, you can manually update Meeting Member status by clicking the Update to Invited button to change the status of selected Meeting Members from New to Invited. If you have checked the “Allow Others to Invite” field for the ReadyTalk Meeting, others in your
organization can also invite prospects and customers to the shared Meeting directly from their salesforce.com Lead or Contact record.
Managing Meeting Members
ReadyTalk for Salesforce attempts to automatically match ReadyTalk meeting registrants and attendees to existing salesforce.com Leads or Contacts using the email address they provide when registering for the meeting. Meeting Members remain unmatched in either of these cases: The registration email does not match the email for any existing Leads or Contacts and the Meeting is not set up to automatically create new Leads. The registration email matches the email for more than one existing Lead or Contact. You can manually match unmatched ReadyTalk meeting registrants to existing Contacts and Leads or create new Lead records for them.Matching Unmatched Meeting Members to Existing Leads and
Contacts
Follow these steps to match an unmatched meeting registrant or attendee to an existing Lead or Contact: 1. Click the Manage Registrations link next to Unmatched Registrants in the Meeting MemberSummary section of the ReadyTalk Meeting page.
Editing Meetings
To edit a ReadyTalk Meeting, click the Edit link next to the Meeting name in the Meetings sub‐tab. If you are viewing the ReadyTalk Meeting record for the meeting you want to edit, click on the Edit button at the top of the page. In either case, the ReadyTalk Meeting Edit page is displayed for the meeting. You are only allowed to change certain fields in the Information section: Campaign, Allow Others To Invite, Automatically Create New Leads, Access Code, Lead Assignment, and Lead Source.The Meeting Details section is information about the meeting stored in Conference Center. You must
Syncing Meetings with ReadyTalk
Meeting information is kept up‐to‐date in salesforce.com by syncing with ReadyTalk. A sync occurs automatically:
When you import a meeting.
Every hour if Auto‐Sync is enabled for your ReadyTalk for Salesforce installation by your salesforce.com System Administrator. Auto‐Sync updates include all Scheduled and In Progress
meetings in salesforce.com whose information in Conference Center has changed since the last sync.
When you view a Completed or Cancelled meeting and it has been more than one hour since a sync
3. Create a New Meeting Request from the submenu of the Schedule Meeting button on your Microsoft Outlook toolbar. You have the option of scheduling the following types of meetings: ReadyTalk Audio/Web Meeting, ReadyTalk Audio Meeting, or ReadyTalk Web Meeting. The Meeting Request screen that appears automatically displays all of the information participants need to join your ReadyTalk meeting.
4. After scheduling and sending the meeting request, import the meeting into Salesforce to view registration and attendance data and have the ReadyTalk meeting automatically logged in the Activity History on the lead or contact record.
a. Note: You can import multiple meetings at the same time.
2. Scroll to the ReadyTalk Meeting History section of the Lead or Contact record to see a list of the ReadyTalk Meetings the Lead or Contact is currently a member of, including the Meeting Name,
Meeting Date & Time, the member's Status, and the Meeting Status.
Invite to Shared ReadyTalk Meeting
Others in your organization can invite Leads and Contacts to a ReadyTalk Meeting directly from the Lead, Contact or Case record, even if they are not a ReadyTalk for Salesforce User. Follow these steps to invite a Lead or Contact to a shared ReadyTalk meeting: 1. Go to the applicable Lead, Contact or Case record for the individual you are meeting with. 2. Scroll to the ReadyTalk Meeting History section of the Lead, Contact or Case record. 3. Click the Invite to ReadyTalk Meeting button in this section to display the Invite to ReadyTalk Meeting page. 4. Select Invite to Scheduled Meeting, which will display a drop down list of shared scheduled meetings (This list includes imported meetings that you are the owner of, or that have been set up to allow others to invite Leads or Contacts to them). Click the Next button.Importing Recordings
To access ReadyTalk recording information from Conference Center within salesforce.com, you must first import the recording. Like a meeting, importing a recording establishes a link between the recording in salesforce.com and the recording in ReadyTalk Conference Center.
Recording Details
The Recording Details section of the ReadyTalk Recording page shows information about the recording stored in Conference Center. This is the same information as displayed when you import a recording.
Recording Registrations
The current Recording Registrations are listed in the ReadyTalk Recording Registrations section at the bottom of the Recording record. When a recording is first imported, recording registrants already in Conference Center will also be imported and displayed. If the ReadyTalk Recording is linked to a salesforce.com Campaign, any registrations of that Campaign will also be added and displayed as Recording Registrations. Recording Registrations are added to the list as they register or view the recording. You can also add Leads and Contacts as Recording Registrations by using the Invite to Playback Recording feature. Each Recording Registration is listed along with the following information: Recording Registration Name – If the recording invitations were sent from salesforce.com, this field will display with the first and last name in the individual's Lead or Contact record. Otherwise, it will list a generic recording registration name (eg. Recording Registration 1). The Recording Registration name is a link to the Recording Registration record. Status – This field shows the Recording Registration's current status for this ReadyTalk Recording asa. From the Campaign field on the Import Recordings page, click the magnifying glass icon to search for an active Campaign in the Lookup window.
b. In this scenario, the information from Conference Center is synced first and then the sync
with the Campaign begins as a background process.
2. A Campaign can also be added from the ReadyTalk Recording page after the meeting is imported by editing an existing ReadyTalk recording.
As the status of the ReadyTalk Recording Registration is updated, the associated Campaign Registration status is automatically updated.
11. If the individual is successfully added, you will see an Added message appear near the top right corner of the screen. 12. Back on the Add Recording Members page, you should now see the list of searched individuals. Click the Add and Invite to Recording button to add the selected individuals as Recording Members and send email invitations through Salesforce. Alternatively, you can click the Add to Recording button if you prefer to send invitations later.
The Recording Registrant Status field is set to New for Recording Members you add to the ReadyTalk Recording in salesforce.com. The status does not change until they have been invited to the meeting.
Invite to View ReadyTalk Recordings
You can add and invite an individual to playback a ReadyTalk Recording directly from a Lead, Contact or Case record. 1. Go to the applicable Lead, Contact or Case record that you want to share the recording with. 2. Scroll to the ReadyTalk Recording Playback History section of the Lead, Contact, or Case record. 3. Click the Invite to ReadyTalk Recording button in this section to display the Invite to ReadyTalk Recording page. 4. Select the ReadyTalk Recording you want to invite the lead or contact to via the drop down list of shared recordings. This list includes imported recordings that you are the owner of, or that have been set up to allow others to invite Leads or Contacts to them.5. To send a recording invitation to the lead or contact, click on the Send Invites button or click on the
Add New button to add additional recording invitees.
Frequently Asked Questions (FAQ)
1. How do I open the ReadyTalk for Salesforce Application after it has been installed?
12. Why are no Scheduled Meetings showing up under the Meetings sub‐tab?
a. Meetings must first be scheduled in Salesforce or Scheduled in the ReadyTalk Conference Center and imported into Salesforce before they will appear under the
Meetings sub‐tab. Review the section titled Importing Meetings and the section titled Schedule and Start ReadyTalk Meetings located in the ‘ReadyTalk for Salesforce User Guide’. 13. How can I filter my polling results so I can see everyone who answered a question a specific way? a. Unfortunately, the ReadyTalk for Salesforce Application does not currently support this feature; however, you can utilize Salesforce ‘Reports’ option to pull reports of individuals who answered your polling question a specific way. 14. Can I customize invitations for meetings I schedule in Salesforce? a. Unfortunately, the only customization that can be done when creating/scheduling meetings in Salesforce is to add a default branded image to your invitations. To add a branded image to your invitation, follow the steps below.
1. Go to www.readytalk.com and login as the chairperson using your ReadyTalk credentials. 2. Click the Settings option. 3. Click Browse to search for your branded image on your computer. 4. Once your image has been added, click Save Default Branding (All ReadyTalk invitations sent out of Salesforce or your ReadyTalk Conference Center will now include your branded image at the top of the invitation). b. For further customization, create your meeting in your ReadyTalk Conference Center, edit your invitation, and then import your meeting into the ReadyTalk for Salesforce application. For additional details, review the Import Meetings and Adding and Inviting Meeting Members sections of the ‘ReadyTalk for Salesforce User Guide’. 15. Why do I see a New ReadyTalk Meeting Member button under the ReadyTalk Meeting History section of a contact page instead of an Invite to ReadyTalk Meeting button? a. The Contact Page Layouts have not been configured properly. Have your Salesforce Administrator review the section titled Configure the CONTACT Page Layout in the ‘ReadyTalk for Salesforce Administrator Installation Guide’. 16. Why is this meeting not adding to my Salesforce calendar? a. Only meetings scheduled in the ReadyTalk for Salesforce application can be added to your Salesforce calendar. If you schedule your meeting in your ReadyTalk Conference Center and import your meeting into the ReadyTalk for Salesforce application, the meeting will not be added to your Salesforce calendar.
b. For additional details, review the Schedule and Start ReadyTalk Meetings section of the ‘ReadyTalk for Salesforce User Guide’
17. Can I import past meetings?
a. Yes, review the Importing Meetings section of the ‘ReadyTalk for Salesforce User Guide’ for additional details.
18. Why do I only see past meetings in my list of available meetings?
a. When the Show Past Meetings box is checked, only past meetings are visible. Uncheck the box to view future meetings.
b. For additional details, review the Importing Meetings section of the ‘ReadyTalk for Salesforce User Guide’
19. Why am I not seeing my meeting in the list of available meetings?
a. If you have not scheduled your meeting in your ReadyTalk Conference Center, no meetings will appear in your Available Meetings list.
b. If your meeting is a past meeting, you will need to select the Show Past Meeting box to view a list of your past meetings from the Available Meetings list.
c. If you already imported the meeting, it will not appear on the Available Meetings list. 20. Why am I not seeing my Campaign in the list of available Campaigns? a. If your Campaign is not active, it will not appear in your list of available Campaigns. b. If your Campaign is already tied to another ReadyTalk Meeting, it will not appear in your list of available Campaigns. 21. As individuals view a recording, no registration information is being added to a Contact or Lead page. Why is this happening? a. If you sent personal recording invitations outside of the Salesforce environment, recording registration information will not be added to contact or lead pages. Recording invitations must be sent from the ReadyTalk for Salesforce application for activities to appear on Lead and Contact pages (For additional details, view the Inviting to Playback a Recordings section of the ‘ReadyTalk for Salesforce User Guide’). b. If you send recording invitations to a contact or lead from Salesforce and later remove/delete the recording from Salesforce, the link between the Recording Registration information and the lead or contact will be severed (For additional details, view the Deleting Recordings section of the ‘ReadyTalk for Salesforce User Guide’). 22. Can I map Custom Registration Questions to a Lead or Contact record?
