How does Modjo find relevant CRM information for a call and manage to display it next to it? (Account, Deal, Contact or Lead)
We will guide you through the process of linking a call to your CRM. Let's get started!
1.How do we choose a contact?
Modjo receives information about participants in a call or meeting from our phone or video providers.
This information allows us to search in your CRM:
Using an email address: We search in the CRM to find a contact matching this email address.
Using a phone number: We search in the CRM to find a contact with this phone number and/or a "variant" (for example: 0033, +33, 06, etc.).
What happens when you have a meeting with multiple contacts from different accounts? We need to choose a main contact to select an Account and a Deal.
Modjo prioritize the main contact by organizing the contact list in this order:
We choose the contact with a linked CRM Account as the main contact.
If there is no such contact or multiple contacts with linked CRM Accounts, we will select the contact with a fulfilled Job Title as the main contact.
If there is still no clear primary contact, we will select the first contact alphabetically.
2. How do we select a Lead (Salesforce only)?
We employ the same approach as a Contact (see above).
3. How do we select an Account?
We select the Account linked to the main Contact selected.
4. How do we select a Deal?
When we select an Account, we then select a Deal linked to this Account. As several Deals can be found, here is our logic:
We first look for the deal that was opened during the conversation.
If we cannot find an open deal, we then search for a deal that was created within 30 days after the conversation.
If no deal is found, we then look for a deal that was closed within 30 days before the conversation.
If we still cannot find a suitable deal, we then select the deal that was closed after the call date.
Finally, if no deal is found, we select the deal that was closed before the call date.
If multiple deals are found at any step, we prioritize the open deal with the closest creation date to the conversation date.
5. Why is my call not associated to any CRM entity?
Here is an article to help you: