Admin Essentials: Salesloft Conversations

Hey, everybody. Welcome to, our first edition of our admin essentials sessions focused on, SalesLoft conversations.

We are really excited to have everyone in. We're giving another second for everyone to join, and then we'll we'll hop on into, our content today. Just so you know, there's always a lot of, a lot of content to share, but I think conversations is one of those that's, fairly straightforward. And so as we dig through, this information, make sure you're, firing off questions. Feel free to, engage within the chat, and we'll have time at the end to to go through that, to go through your feedback or your questions as well.

Alright, Josh. We ready to do this?

Sure.

Alright. Let's go.

Let's let's hop in just quickly and talk about what the the focus is and what we're what we plan to to gain, out of the session today. First, we want to be able to speak to, the benefits of SalesLoft conversations. How do you use this within your organization, in an effective way?

We'll talk through, of course, the configuration, of setting up SalesLoft to, engage with your web, conferencing platforms. And then we'll we'll talk a little bit about how your individual frontline users can set up, conversations to start using it, accordingly. And then we just wanna go through best practices as it relates to all of those things as well. Lastly, you'll see this call out here. You'll hear me reiterate it a couple of times is wanna make sure that we're collaborating, with your leaders internally, on the next steps here. So, with that in mind, let's do a quick introduction.

So, my name is David Harris. I'm one of the, team leads, on the customer success side here, at SalesLoft. Been with the company for, almost six years. And so, have seen a lot, of teams and a lot of ways that they engage, with conversations.

Let me hand it over to my to my esteemed colleague for his introduction as well.

Thank you. Thank you. My name is Joshua Keeler. I'm a consultant here at SalesLoft.

Excited to walk you through conversations. Super simple to set up, also really powerful and can do a lot for you and your teams. So I've been here for just over three years, and this is one of my favorite parts of the SalesLoft platform.

Yeah. I would agree.

So what we'll do, we're not gonna stay in in slide mode, too much longer. You can see here, we do have the q and a, section. You can use the chat and the q and a, to get those questions in for us. And like I said, we'll probably handle those toward the end, of the session.

But but that is, you know, please stick around. We'll definitely be, recording and offering, follow-up content, after, the session today, but still make sure you're engaging there. That's one of the, of course, the benefits of doing these sessions live. So get those questions in.

And we won't like I said, we're gonna move out of, a slide deck and more over to, the platform itself so we can show you what what we're looking at. So, Josh, I think we're ready to move over Awesome. Into the platform itself. Yeah.

Perfect.

Well, let's let's talk for just a just a moment at a high level, to level set. I would assume that everyone already has a basic understanding of of the tool, but let's give it an overview anyway. For conversations, what we're looking to do is to, capture and process recordings.

This can be done both for the for dialer calls that are being placed within the system, but also, and where we see it probably used, very frequently is with web meetings as well. So being able to capture, the content, the throughput of calls that your team is making, in the platform or on their web platforms, we transcribe and notate that content, and we're able to to share and distribute that. And so that's the the purpose of what we're, of what we're looking at here is a way to to have information around calls that are being made, being able to speak to, talk tracks, improving your team's performance, and just having visibility, within, within the platform to share that to share that out with one another. And so what we wanted to do today was sort of look, starting at the endpoint and working our way backwards into the configuration of where some of the value can be found, for a tool like this one.

So, as admins within the SalesLoft platform, by now, you should be pretty familiar with our rhythm, functionality, our rhythm, module or interface within the system, which prioritizes actions and activities based on, a propensity to buy or the engagement of the person that you're reaching out to.

Rhythm can be, can be used and can can engage plays based off of partners, off of other tools, but it also uses native signals as well. And one of those that it that it leverages is meetings. And so that's what we wanna focus on, today. And so a couple of the plays that can be built fairly easily, and that's a conversation for another session, but we can handle it in the q and a, is your ability to configure these plays.

And one of them is to say, hey. I have just had a meeting, through Zoom or, you know, or or one of my other tools, and I want to access that information, and quickly follow-up with someone, who I just had that call with. So as you'll see here, we filtered this view, but in your in your rhythm, section within SalesLoft, your users will see any tasks that they have outstanding prioritized for them. And so we filtered this down just to these, specific cases of a meeting follow-up activity.

And so this can be generated through our system using the transcription and the tools that exist within conversations. And so, Josh, if you'll fly this out, you'll actually see that this task, when I open it up, takes me to the individual who I just had the call with, and it will it can be set up to include, the summary or the action items that were generated through the call. We're going to talk about this when we get to the detailed view in just a moment. But I want you to just sort of be thinking as you're thinking about who on your teams would be using these, these tools.

This is a is a powerful function for them. One of the things that we see a lot of teams, and I can, you know, comment that our internal AEs love this function. Because when I go in and I've completed a call, I love to be able to go in without having to write and scribble my notes on the side. I know that conversations is capturing and transcribing those notes for me and now can also synthesize that information and pull out action items for me as well.

And those action items populate directly into this email that can generate either one day or even a few hours after, the call has been processed. And so this allows you to shorten that time. Your, again, your your reps are not having to go back through and, and find notes, you know, craft that on their own. They can take and tweak this messaging and send it out directly.

And so, again, this is as you as you think through, like, why am I doing this? What's the value in setting this up? This is a huge time saver, keeps things clean, and and, again, on on time, not only a time saver, but allows them to promptly, get follow-up back out to people that they've engaged with.

We're not gonna show it in this example, but there's also, another play related to this that can actually be done for a scheduled meeting. So, hey. If you have a meeting coming up in a couple of days, we can bring in any previous calls that have already been transcribed and, and assessed through our conversations tool, and you can review those. And, again, we'll talk to use cases toward the end of the session today, but think about that as well.

Like, hey. I know as an AE that my SDR has booked this meeting, and that call was transcribed through conversations. As I'm preparing for my, you know, my demo and my conversation, I can actually refer back to that initial, fact finding and qualifying call. So those are some things to be, aware of as we look at the the value proposition for a tool like this.

And, again, now we're going to work our way back through, show you what some of those recordings look like, and we will, and then we'll get into the configuration a little as well.

Josh, anything that you'd like to add on on just this initial, like, looking at plays here?

No. I'll show you how to when we get into, like, the configuration pieces a little later on, I'll show you where to to manipulate those plays if you would like to use them. But the idea is pre meeting, cut down on those no call, no shows, and post meeting, be able to follow-up as quickly as possible, without having to put a ton of thought into following up with those people you meet with.

Once you enable conversations for your end users, they're gonna be able to hover over activity, and this is where they will click to go into the conversations module.

You'll have all these filters, which David is gonna go through here shortly. But I wanna click into one of these recordings just to kind of walk you through the interface and the things that you will be able to use and your end users will be able to use to really, get the most out of the conversations piece of the platform. So once a call is recorded so all of these calls that you're having on your conferencing tool will need to be recorded. So whether or not that's Zoom, Microsoft Teams, GoToMeeting, whatever that, tool is, it needs to be recorded, needs to be with someone who your end users have imported here into SalesLoft in order to be processed.

Once that recording is uploaded and completely processed, you're gonna see a lot of things done for your end users on this page. One, you're gonna start up here in the left hand corner to see the details of this meeting. You know, how long was this meeting? When did this meeting take place?

And who was included on this meeting as far as attendees as well as those individuals who were invited to the meeting?

If there's a person record inside of SalesLoft, it will take you over here, and it will link them to that recording. And then if they have an account or if there is an opportunity open with them, you'll see that linked over here as well for easy navigation.

On the left hand side, you'll be able to see any tracker terms. So tracker terms can be created by you or you can use our generic ones, but these allow SalesLoft to pinpoint an area of the conversation that you will easily be able to navigate to. So whether or not that's quantities, if you're talking about procurement, if that's, competitors that they brought up during the conversation, maybe they were talking about pricing or budgeting or next steps.

Those are the types of things that will be in there by default, but then you can always create tracker terms, and we'll show you how to do so in a little while, to look for specific things within those conversations that are important to you as an organization.

Whenever you're using these tracker terms, so let's say we were talking about quantities, you'll be able to choose the one that you want, and you'd be able to then jump directly to the portion of the conversation that that was mentioned in. So instead of having to listen back and find, I know I spoke about it somewhere around here, you'll be able to jump directly to that portion of the conversation.

So you'll be able to do that for all of these tracker terms, and it is going to see how often something within that specific group is mentioned during that part of the conversation.

Next, this is where the AI comes into place with inside of conversations.

It is gonna be we're gonna have, obviously, the transcript of the recording uploaded here. It's gonna look through that transcript and give you a quick summary of the conversation.

Next, it's going to pull in some key moments for that conversation. Was there some decision making that was discussed? Did we speak about those competitors? Was was there any objection?

And as you can see, once again, you'll be able to jump directly to the portion of the conversation where this took place. So this is going to allow you to much quicker or much more quickly move through, the the recording to find the things that are impactful to you and your process. Am I trying to get better as an individual? Am I a manager who is looking back to, help coach one of my my reps?

I'll be able to jump to specific things, see how they did, give them that feedback much quicker.

And then finally, this is one of the things that I use on a regular basis, is the action item. So if the AI is able to determine something that was supposed to happen post this conversation, it is going to pull out that action item, and it is going to list that here for you. So when it comes time to give that follow-up email, maybe I can come here and copy all. And when you're setting up those plays in the first place, you can actually use a dynamic field that is going to pull these action items into that follow-up email for your end user to go ahead and send out.

Across the top here, you'll be able to see those participants, and you'll be able to see how much of the time they spent talking during that meeting. For an individual end user, if they're trying to better themselves, maybe they're trying to cut down on the amount of time that they're talking in the meetings and maybe work on their active listening. This is going to help them gauge how much of that conversation they were speaking. Were they kind of bulldozing that conversation, or are they working, you know, in the positive direction to make sure that everyone is included in those conversations that they're driving?

Once again, you'll see all those trackers. So if I come in here and talk about budget, I can jump right to minute three where we discussed revenue.

Where this really gets, I think, impactful for coaching purposes are the comments right here. Because once I'm listening back to one of my reps calls, I can start to leave notes or comments on that conversation, and those comments are going to be time stamped here as well. So maybe there was an objection that I didn't know how to, properly handle during this conversation. I can come in here.

I can tag my boss, and I can say, hey.

I need some help here. And when you leave that comment, it is once again gonna be time stamped to wherever you were in that conversation when you left that comment. They're gonna get a notification in their inbox. They'll be able to jump directly to that portion of the conversation and provide that feedback. So the whole idea is to get to the things that matter much quicker, whether or not you're providing feedback or if you are requesting that feedback from maybe your boss or maybe another team member that you're looking for help with.

Over on the right hand side, you're gonna see the transcript right here. This will scroll as you play through the recording, but you can also keyword search for anything in here as well. So maybe we wanted to talk about budget somewhere.

You'd be able to find exactly where in that conversation that was spoken about. And once again, you'll be able to click directly on that, and it is gonna take you to four minutes and fifty five seconds within that conversation.

Up across the top, you will see some things as far as scorecards, playlists, and the ability to share. And here in a couple of minutes, David is going to walk you through that as well. So as you can see, there is a lot of functionality here that does a great job to help you understand how your conversations are working, help you follow-up, and really help you stay on top of those conversations, either from, a follow-up perspective, from a a coaching perspective, or from a a self improvement perspective as well. I think the only other thing on this page that I really haven't discussed yet would be the functionality here.

Obviously, we can play. You can choose the playback speed if you wanna listen to things much quicker, and then you can always create little clips of your conversation here as well. Maybe there was a five minute section where you discussed pricing and you wanna clip that out so that you can send it in your follow-up email to that client. You'll be able to make those clips here.

Click on create, and you'll be able to copy a link to include in those emails to send out to, whoever needs to hear that information from your conversation.

Perfect. Thanks, Josh.

So, hopefully, just from looking at the interface and seeing all of the, you know, not only the the data, but just the the actions that are available, to you, you could start thinking through both how your leaders would leverage this and how your front line reps could use it, sort of organize, their thoughts to engage and communicate with, either their colleagues or with their their managers. And so, what I wanna do on this page, I think we'll find that more often, this sort of high level page here that's showing you all of your recordings, will be more useful or more actively monitored by leaders, although it might not always be the case.

But just wanted you, to point out a few things here, on this page. First of all, the obvious. Right? You're seeing the entire list of everything, that's been recorded for your frontline users.

This will default, in the view to anything that belongs to them, so where the recording was theirs. And so you have the ability to expand this out. For admins and for leaders, they'll usually see a a broader, set of recordings based on their permissions. And so, because of that, obviously, one of the first things we wanna speak to as you see across the top are all of these filters.

Right? So I can filter by owner, by particular account, by the participant. This is important because if we're also capturing recordings that, are owned by someone else, but, the recording was captured, even even in cases where maybe the the participants themselves or the prospect set the meeting. But we've we've captured it.

We've brought in that recording, but we wanna make sure that as long as your rep is the participant on that call, we can set that setting as well. A lot of teams will use, the date range pretty heavily to set their custom views here. Like, hey. I I don't wanna filter through my hundreds or thousands of calls.

I wanna look specifically at the last week, that type of thing. And so, you can see you can base it on who's speaking in calls, but, also, I would I would say as a call out here, and I think, maybe in in some of the questions, we'll we'll get, some distinction. You can set up a view where I say, hey. Platform view, I only want to see dialer calls, or I only want to see web meeting, or voice conferences.

You can set that option up here as well. So all of these filters are available for you. And I say all of that to say is you'll notice as as Josh has made these changes, you'll see this button that's appeared above it, which is to save this view. And so what teams, will frequently do is set their filters, create a saved view here, and then all of those saved views become options for you in a drop down function to just say, alright.

I wanna look at, again, only dialer calls, only from the last week, and only from this team. I have those views saved, and I can go in relatively quickly and do this. And one thing I will I'm jumping around a tiny bit, but to to address this would be if you look in the upper right hand corner, there is a button that says receive highlights. And that button allows me to say, okay.

I've got the view that I want. I've put all of these filters and parameters on. Now I want those to actually be delivered to my inbox. And so this is something to make sure your leaders are aware of.

I can't tell you how many teams I have engaged with, who this is what they're looking for is, hey. I I don't wanna go searching for a call. I want you to to surface the right ones for me and send those and send those over to me. And so, again, really helpful and really useful for your frontline leaders to do this.

And, Josh, if you'll go back over, one of the things that that comes into play here is actually around the tags, which is another filter that can be added into these highlights. Right? So I could say, not only do I have my platform, my time frame, the people, but I can use those tracker tags that Josh alluded to. I say, I only wanna get the calls where they talked about budget or where they talked about a specific competitor.

Or maybe you have phrasing and verbiage that you're really focused in within your go to market strategy. Like, hey. I need to know that my reps are talking about the things we want them talking about. Those tags can be included.

The transcription will capture them, and then we can use that as a filter, to engage your leaders and send that information out. So that's all available here, on this this overview page. So, again, think in terms of, of ease of use and access, but also collaboration when we're thinking about this page.

One thing that was mentioned briefly was the the scorecard function.

You do have the ability to look at overviews of scorecards here, and it for some reason, it looks like that that button may have, removed, Josh. But if we go back in to an individual call, you'll see the scorecard function. And, again, I'll let Josh talk to the configuration of this a little bit as we move forward. But you do have the ability now.

This is a relatively recent development, within conversations to go in and and provide scoring for your reps. And there is an AI component to this as well where you can potentially have some questions, have the have our, you know, artificial intelligence score those results and then compare your leaders' score and evaluation with what, with what the system is is showing you as well. So scorecarding also will be available, on that on that previous page. And if you'll hop back there, Josh, sorry, I'm for jumping around a little bit.

But but the other component, to be aware of as we look at, this overview page, is there's there's a troubleshooting component here as well. Right? So if people are looking for specific calls or you know that you have things that are upcoming, and this is again, this lives in the admin's world. These are the questions that you're going to get, is to check these three tabs toward the end.

One is upcoming, the in progress, and the incomplete calls. Again, in a in a demo instance, it can be a little hard to show this at times, but, essentially, upcoming will look at any calls, that are scheduled within your users' synced calendars where there's a person, with with a SalesLoft record who is a participant in those calls. So, hey. You've got a call coming up tomorrow, you know, with with customer x.

We show that, and then once that call is taking place, you'll see the tab that Josh has highlighted that will show in progress. So, again, not not sure how often you'll do these, but what it can show you, if something is getting stuck in processing or we're getting some issues around the timing or completion of a call, they may get stuck in that in progress. And then if for some reason the call does not end up getting logged or tracked, they'll show up here in this incomplete tab. And it usually has, as you can see, a reason code that's identifying, hey.

The meeting wasn't started. We weren't able to, to pick up on the audio of anyone actually speaking on this call, so we we cut off the recording. There'll be different reasons there. And, again, you can you can work with our success and support teams in those cases if it's not something that's clearly living on, you know, the webinar configuration.

Often, this is just to be candid, this is often a user error where someone just forgot to click record within Teams or within Zoom, and so we didn't pick up or process that recording. But this is a place, that you should be aware of as an admin to go and start looking, if people are telling you that their recordings aren't showing up.

The last component that I'll mention here, is the playlists and clips. So this is just getting into, what Josh was showing you on the previous page. Like, hey. I've I am going in and gathering and and pulling out examples that are maybe areas of opportunity, but maybe also like, these are great examples that I want to share to my team.

If you've got an SDR, BDR team, often, those are very junior, folks. They're really starting out. They're early in their career, and they need to consume as much information as possible. And so we can build out these libraries of clips and playlists to direct people.

I've seen some teams that this is an extremely complex, piece of, or or area of the platform. It's like, I wanna go in, and I've got go to market messaging. I've got overcoming objections.

I've got competitor talk tracks. Like, I've built all of those out, and I've used my savvy and experienced reps, to populate that content. And so all of that can live here. The clips part of this is amazing.

Right? I don't wanna make people go in unless maybe they're new hires and you want them listening to full calls. Hey. I wanna have this clip section where you can just go in and listen to highlights ten seconds at a time, two minutes at a time, and really drive home the messaging and see how it plays, what they in in the real world, not just what a a training session might be telling you to say, but this is how I can actually hear my colleagues, leveraging that messaging in an effective way.

So, again, you could see at the top here, you could create playlist. Like, all of this, has sort of been covered, in Josh's section. But I just wanted to make sure that you are aware again from this from this standpoint.

This is where your leaders will live to to configure and set up, oversight or visibility into what's happening, and it gives you as an admin the ability to dig in a little bit and troubleshoot where we might be seeing, you know, recordings that aren't capturing things like that. And that's probably as good a segue as I can think into, the configuration portion, which, again, for you admins, extremely important. So I'm gonna turn it back over to Josh, let him get into the nuts and bolts a little, of how to how to get this up and running.

Thanks. I think the only thing that I would mention, to on top of that is this is a great place for a cross collaboration between teams. Maybe you have, you know, something on objection or something that comes out of a call and you wanna have the team help make a clip, add it to a playlist.

David mentioned, newer BDRs, SDRs. Well, maybe you wanna create a playlist of that that best in class call to really help shorten that ramp time. Hey. This is what we expect from you as end users.

Beautiful. So configuration of the of conversations is probably one of the more simple things that you can do. So we're gonna go from really your perspective as well as your end user's perspective on what they'll need to do in order to, configure themselves and you configure the system for them to properly use conversation. So we know our settings are found up here in the top right hand corner.

There's a couple things that I want to start out with. So enabling conversations for your end users will be done here underneath users. You'll be able to click on that, and this is where you will come and toggle on conversations for your end users. Once you toggle that on for them, that's when they will be able to see that underneath activity right here.

So maybe you only want it for a certain group of people. Maybe you only want it for a specific use case. This is how you'll be able to turn it on and turn it off for that specific end user.

The next thing I wanna talk about is the two things you need to do as an end user to or as an admin to really turn this on. So first things first, underneath meetings, you're gonna need to make sure we have enabled the appropriate video conferencing so that your end user will be able to connect.

And then as far as conversations is concerned, the things you'll need to do here are pretty straightforward. One, you'll need to toggle this on overall. That's what's giving access to conversations as a whole. You'll toggle that on.

And then you do have the ability if you're not using the API connection, you do have the ability to add a bot to some video conferencing tools, not all of them, but you can add a bot if necessary. So the instructions are pretty straightforward here. This is probably not very commonly used anymore. This is kind of a a a legacy product here.

The two things that are important for you on this page are your tracker settings. So this is where you will come and you will start to see the different groups that you can create for those tracker terms. So I would assume these are authorities. So I'm gonna list out everything that can be said for, that specific tracker group. If chief is mentioned, if decision maker is mentioned, if vice president is mentioned, it is going to once again tag that portion of the conversation and place it under the group of authority.

You can also decide whether or not you care who is mentioning that. It can be said by anyone. It can be said by people in your organization, or it could be said from those prospective clients or current clients that you're having that conversation with. So we can bit get pretty granular with who is mentioning that specific topic and whether or not we wanna pinpoint that within the conversation.

You do have the ability to create them across the following languages, which has grown quite significantly there, so that's kinda cool to see. And then you can toggle on specific groups if you would like as well.

And then finally, we do have the ability to manage that storage of a recording that is uploaded inside of SalesLoft. So by default, we're not going to delete any of those recordings. They are gonna live right here in conversations, and you'll continue to have access to them. If you did only want to hold on, maybe for security purposes, to recordings for a specific length of time, you absolutely have the ability to go ahead and auto delete.

If you do choose to auto delete, you can determine how long. So thirty days, ninety days, a hundred and eighty days, whatever that is.

And then you can actually decide whether or not you want to, delete everything except for those recordings and clips that you have added to a playlist as well. So maybe those are important. Maybe you won't wanna hold on to those, but we go ahead and we wipe everything else after a specific time frame.

The next thing that I wanna point out for you as a manager is going to be those plays that we discussed. So you'll be able to come in here, and we'll be able to see those meeting reminders. So this is your pre meeting play that you can set up, and then you have your post meeting plays as well. So your meeting follow-up plays. I'll click into that one really quickly. And this one will give you the ability to follow-up on that meeting, or prompt your end user to follow-up on that meeting as well. So, hopefully, they don't, look past that.

One other thing that we can do is this is where we can include those action items as well. So when we wanna edit that email, you'll see there's a dynamic field here. And if there are action items that the AI has pulled out of that conversation, it is gonna go ahead and populate them here for your end user. So pretty cool there. Pretty easy way to make sure that your end users are following up on, their conversations.

Lastly, the only thing that your end users are going to need to do, come here to conversations, and they will need to connect to the appropriate tool that they are using. So in this case, I have this demo connected to Microsoft Teams. They connect to Microsoft Teams here. That is an API connection.

So whenever we see a meeting invite on their calendar, we are basically going to look for that recording of that conversation that corresponds with that meeting invite that was with a person record here with inside of SalesLoft. So the meeting must be recorded. So some tools allow you to go ahead and, automatically record all of your conversations. Other tools such as Microsoft Teams, your end users will need to manually click on record for those conversations.

But as long as there is a recorded conversation that corresponds with one of those meetings on their calendar, we are going to find that recording, and we are going to pull it in here to SalesLoft, go through the process, and then you'll be able to access it via that interface that we did discuss a little further on.

The last thing as far as configuration is going to be those scorecards. So this is gonna need to be a conversation with probably your various managers, the business itself to determine kind of, one, how do we wanna configure conversations? Do we wanna give this functionality to our end users? But two, if we wanna use that scorecard functionality, what are we really looking to pull out of those conversations?

You'll find those scorecards are gonna be down here. You'll see scorecards, and you'll be brought to this screen right here. So you'll be able to make as many of these scorecards as you would like. You can keep them inactive, or you can turn them on so that they'll be able to be used by your managers when they're scoring their end user calls. If you wanted to create a new scorecard, it's as simple as clicking here, giving it a quick name, and starting to add your questions. You'll see here that you do have the ability to create custom questions, or you can use the AI to go ahead and start helping, helping yourself answer some of the, more broad or more of the clear questions themselves. So you'll see that we have these predefined.

Did the rep define next steps? Did the rep ask open ended questions? These are the types of things that the AI is gonna be able to determine and provide you with an answer within that scorecard. And when they give you the example or when they say, yes, this happened or no, this did not happen, if it's yes, they'll go ahead and pinpoint the portions of that conversation that it took place very similar to those tracker terms that I mentioned for you earlier where you'll be able to jump directly to that portion of the conversation, that helped answer that question for you.

Once again, you can add those custom questions. So you enter the question. What are we looking for? Did they ask those questions?

Did they discuss this? Whatever part of the process you're trying to work on with that scorecard, you ask that specific question. Is it a yes, no question, or is it a scale of one to five? How well did they do in that area here?

And then if you want it to be a required question, obviously, we go ahead and check that box.

There's always going to be an overall question. So how do we wanna score that? It is gonna be on a one to five. So, typically, it's gonna be how would you rate the overall performance.

You'll probably be able to leave that alone. But if you did wanna manipulate that, you absolutely can. Once you have that scorecard set up the way that you would like, you'll go ahead and click on save. And then once as long as it's enabled, you'll see that you have the ability to use that scorecard within the UI of conversations as mentioned earlier.

Do you think of anything else as far as configuration that I did not cover, David?

No. I think that's I think that's good.

Yeah. I think I think from my perspective, and that some of the questions, I think that are coming in, we'll probably circle back to this, in just a minute, Josh. Mhmm. I think just in closing, we wanted to make sure, you know, at least from closing from a content perspective.

Right? As I wanted to make sure that we, just as a reminder, for the team, like, to think through, like, the use cases that this potentially represents. Right? So the there's the the straightforward and sort of expected, like, hey.

We've got a prospecting team. We wanna be, you know, capturing, all of their all of their calls and all of their, conversations to be able to, address those, improve from a coaching perspective. That's sort of the standard and what we, I would say for you know, when we first started, developing, you know, a a conversations functionality within the platform, that coaching, use cases is the primary one. But I can speak, you know, personally, and I think, you know, Josh, even for with the way our teams interact is is there's such a collaborative component to this where if you're working across teams I work in a post sales role.

So I'm not being judged or or, you know, evaluated off of my ability to necessarily overcome objections, but we're really talking about, like, driving value and how am I speaking to where our platform can, can increase efficiencies for your team. And then we can also engage with, like, for our renewals team. So if you've got a renewals manager or, your AEs all want to get in and and look at what has been the pattern of conversation with a particular customer. We can go in and evaluate at the conversation level and say, okay.

David has been talking to this customer for the last six months. Here's the tenor and the tone of those conversations. Here's the topics that they're frequently addressing, and that gives us some sense of, okay, where are the technical issues or where are the gaps that they're constantly working to address? Does this, you know, highlight or surface risk for us, in those cases?

And then, again, from a just a collaborative standpoint, you know, Josh is bringing someone in and and, you know, working through a services consultation or engagement with a customer and handing them off to me. I could easily go back through and listen to calls that Josh has had with that customer that prepares me well to know, like, hey. What are the key metrics? What are the performance indicators for success for this team, that we can do it again?

That's so all of that is just sort of sitting in a post sales role, and then you imagine the same level of collaboration that can happen between your AEs, and your SDRs and BDRs. So, that is, again, just to just to be mindful that that it can be, more significant, and broader use cases than maybe, people are used to thinking through, especially if you're working with only your SDR leaders and the very specific mindset, there's there's certainly other opportunity here.

Anything else to add on that, Josh?

Yeah. Sure. So within my role, one of my primary roles is to help onboard new clients.

So I'm doing a lot of demonstration. There's action items that come out of those calls as far as homework and settings that need to be set up by, the admins of those customers. So being able to provide the recording of my conversations to them. Maybe there was a specific topic they wanted to make sure they could go back and listen to.

That's one of the use cases for myself. I do like the, the overall customer team, use case there. So like he said, I I onboard a client and I move them to a customer success manager. That customer success manager can quickly go back, kind of get an understanding of how SalesLoft is set up for these end users and know exactly what to talk about as they continue to move forward.

What are the topics that we're trying to really work on post go live? So that's something that obviously translates to multiple use cases across the board. And then the next, I think, really is, I think one of the overall goals of conversations because we're doing the action items for you, because we're taking the notes and providing that summary for you. As an end user, as a user of conversations, I can be more engaged with the conversation.

I don't have to sit there and try and take a note about every single detail of that conversation.

I can be more engaged and hopefully have a much more impactful conversation, because I know that conversations is doing all of this work for me.

Yeah. That's great.

Yeah. I think I think lastly and then we'll we'll use the remaining time to start digging in. I see a lot of questions that have come through, but I think, as a reminder, I told you I warned you at the beginning I was gonna bring it up again, but I think, you know, just just as a reminder for you as admins as you're thinking about implementing or setting this up for your team, please, please make it a priority to engage and collaborate with your, you know, your revenue organization or whoever whichever team is going to be using this, from an end, from an end user perspective to to make sure that you're you understand well.

Again, that probably makes a lot more sense now that we've talked through tracker tags and some of these things. Like, those are the areas where you really miss the boat and the value will be lacking, if we just set up something generic, with those tracker tags that's not really relevant to what your team is looking for. I've seen that, frequently with teams that want to get in and start engaging with the tool and realize that, you know, hey. We started getting our recordings in.

It's great, but what's lacking in those is any, specificity. That's because we didn't set those tracker tags up properly upfront. So now they you do still have to sort of dig in and navigate, and listen to those calls, whereas, if it's configured the right way, the system's doing that for you. So, yeah, just be mindful of that.

Make sure that collaboration happens up front, as you're, as you're enabling and and configuring this this tool, and should be really, a time saver in the long run.

So with that in mind, let's start digging in on questions. I think, Josh, one thing that I saw asked by two or three people in different forms, was around two party consent.

And so I don't know if you wanna speak to that or show where I'm I'm guessing some of that. We probably wanna show them, like, the dialer.

Yeah. So dialer calls, let's to take a step back, dialer calls will be uploaded to conversations.

There's two things of criteria that need to be hit. One, the call has to be recorded, obviously. So, most of you probably have it set up to where maybe your end user has to manually click on call or record. If that call is longer than two minutes, that's when it will be uploaded to conversation.

So one, the conversation needs to be recorded. And two, it has to be longer than two minutes in order to, be uploaded. The reason being, most calls under two minutes are not significant, so we don't wanna waste the the processing and the time that it would take to upload all of those. Second, how do I manipulate that?

So how do I, for two party consent states, stop the system from recording that conversation? You'll be able to come down here to dialer, and we're gonna click over here to call recordings. So there's a couple of different things that you can do. So one, this setting enables call recording for the entire, platform.

So if I turn this off, nobody can record any of their dialer calls. If I toggle it back on, this gives them the ability to do so. You can turn it on so that it starts recording as soon as the call stops or starts. Excuse me.

And then you can decide whether or not you want somebody to have recording turned on at all. So maybe specific people you don't want them to have the ability to record will turn it off by default. This team default is essentially this setting right here.

Now for those two party consent states, this is where you will need to do some work, and this is where I cannot give you a one hundred percent answer because I'm not a lawyer. So you have the ability to determine what area codes are sitting within those consent states and whether or not you want to record that conversation. So you'll see that you have one-sided recording options as well as do not record at all options. If you add an area code to the one-sided recording and I call somebody with this within a six one eight area code and we have a conversation, it is only going to record my half of the conversation.

If I add somebody to the do not record overall, so so if I were to call somebody at a six one nine area code, I am not going to be recording any part of that conversation, their side or my side. So this is how you can use the functionality here to prevent an upload of a phone conversation, from one of those two party consent states.

Perfect. But I think and I think it's important to note here also because, again, I think some of the questions sort of alluded to this. This is specifically referring to dialer calls.

Web meetings have a little bit different dynamic. You know, a, we're not, you know, we're not looking or basing that off of a location.

In a lot of cases, you know, we've got an email address where we sent this, where we sent this invitation, and so it's not holding to the same parameters. Also, for most, you'll want to check probably with your internal and your documentation for those web providers.

Most of them contain messaging around, recording acknowledgment, and that's considered, in most cases, to be a valid, consent by a person who's joining a web meeting to say, like, I've read this. This is in the messaging, in the invite. So by joining, I am acknowledging that that, hey. This call may be recorded. That being said, as Josh mentioned right up front with Teams, for example, most of the time you're having to actively select to record those meetings anyway. And so if you want to say for your teams, like, hey. The default is not to record these, when they're web meetings, That that's a decision again that that you would have to make or you and your compliance, teams would have to sort of agree on.

I would say again for most cases for web meetings that we don't see the same, sort of standards applied, but that that is completely up to to your organizations.

Let's see.

I think the next question is let me find it here really quickly.

Was from Mallory again. She asks, in her personal settings, if you disconnect your conversations, does that affect end users? So under your personal settings, no. If you connected from that, that's just basically saying that if you had recorded calls, they're not going to be imported into conversations.

So, no on that one. And then Karsten asks, you've unlocked conversations yet, or is that going to happen the next few weeks? You see that setting in conversations under access permissions. It states that conversation page is enabled for your organization, but I still don't have access to conversations when I click on it under the activity tab.

So what you'll need to do is, one, make sure that you have it turned on, which it sounds like you do, but then you'll need to come over here and find yourself as a user and make sure that you toggle this on here.

That should help. If that does not give you access, two things. I would recommend maybe refreshing your page, seeing if that helps. And if not we would reach out to support to help clear any issue that's preventing you from accessing that activity tab.

Yep. I also want to go back to Thomas's question. I saw that it was answered in the chat but I'm not one hundred percent sure. I just wanna make sure I'm I'm recognizing the the exact nature of the question, which was, are these features available for conversations that already exist, or for future conversations?

This functionality is available now, but if what you're saying is will this be retroactively applied to calls that have already taken place? The answer is no. So this anything that you're enabling or setting up here will will start from the day you enable it, We'll start bringing in and processing those calls.

If you have had dialer calls that have been logged or if you have meetings from, that have been saved to the cloud from Zoom, for example, there is the option within the platform as you can see Josh is showing you here. You have the ability to upload those recordings. We will reflect that date, I believe, with the date that you've done the upload, so it won't show a retroactive date of of processing, but it will do that same work for you. Just know, and, obviously, as you can see, it's not necessarily a bulk function, where we're doing that. So, if you have further questions about that, that would be something for, our success team or for, potentially Josh's team on the services side, to talk through from, like, you know, bulk importing or bringing in, recordings. But, yeah, consider it, Thomas, a from the date that you begin implementation moving forward that it will capture those recordings.

Beautiful. I would say the only use case that I would add on top of uploading your own recordings like this is maybe you had a client a a call with a prospect or a current client. They sent the invite, so they recorded the conversation, and you they sent you a link so that you can download that conversation. You could download that file, upload it here so that you can use all of the power of conversations to help you out.

That's good.

That is everything that's currently in the question list. If you've got anything else, that's top of mind, please feel free to to drop those in. We have a few more minutes.

And thank you to everybody who's asked questions already. I hope the I hope those those answers were sufficient.

Beautiful. So as far as a follow-up to this, you should get a copy of this recording and of this deck as well. So you'll see a ton of resources here for you, such as our help articles. And then you're going to see a link there where it says conversations at the bottom. That's gonna take you to our champions hub so that you may, if you would like, join the discussion, with other SalesLoft users to help understand maybe their use cases, maybe to help collaborate across different organizations to see how other teams are using it and get maybe, an expert user that's outside of SalesLoft's perspective on how something is utilized and how it's helped their teams out as well.

Beautiful. We'll leave it open for a couple of questions if you do have them.

But, otherwise, we wanna thank you all for joining us here today.

Yep. Thanks, everyone.