What AdaptClose writes
These settings are on the Push tab of the Salesforce settings page. They're the only ways AdaptClose changes anything in Salesforce.
A few rules hold for every one of them:
- Linked records only. AdaptClose writes to a Contact or Lead only when an AdaptClose customer is linked to it. Creating a Lead or Contact for a new customer is the one exception, and it links the customer right after.
- Nothing before you confirm. Writes start after the owner clicks Turn on Salesforce sync.
- As the user who connected. Each write runs with that user's access. See The user who connected.
- Paced and retried. AdaptClose paces its writes for each account, so a backlog doesn't flood your org's API limit. If Salesforce is slow, rate-limited or down, AdaptClose waits and tries again, backing off up to an hour between tries.
- Failures show on the customer. If Salesforce refuses a task, note or opportunity update for good, for example because the record was deleted or merged, or a validation rule blocked it, the customer's page says Last push failed. Fix the cause, or unlink the customer and link the right record. A new Lead or Contact is the exception: the customer isn't linked yet, so a refused create shows nothing. See New customers.
New customers
When a matched member adds a brand-new customer, create a Salesforce... Choose Lead (the default), Contact or Nothing.
Lead: when a customer is added in AdaptClose for a rep linked to a Salesforce user, and the customer isn't linked to Salesforce, AdaptClose creates a Lead with:
| Lead field | Value |
|---|---|
| First Name | The customer's name up to its last word |
| Last Name | The last word of the customer's name |
| The customer's email, if AdaptClose has one | |
| Company | Unknown. Salesforce requires a company on a Lead, and AdaptClose doesn't collect one. |
| Lead Source | AdaptClose, so you can filter, report or start a flow on it |
| Description | Created automatically by AdaptClose when this customer was added. and a link to the customer in AdaptClose |
| Owner | The rep's Salesforce user |
A one-word name fills only Last Name. A name longer than Salesforce allows is cut to fit. No other fields are set. The new Lead is linked to the customer, so later tasks and notes go to it.
Contact: the same, without Company. AdaptClose doesn't attach the Contact to an Account, and Salesforce treats a Contact with no Account as private: only its owner and admins can see it until someone adds an Account. If the user who connected isn't an admin, they can't see a private Contact owned by a rep, so later tasks and notes on it fail. Choose Lead, or connect as an admin.
Lead Source is a picklist. If your org restricts it to its listed values, add AdaptClose to the list, or Salesforce refuses every record AdaptClose creates.
AdaptClose doesn't create a record:
- for a customer someone picked from Salesforce. That customer is linked to the record they picked.
- when the customer's rep isn't linked to a Salesforce user.
- for a customer that's already linked.
It creates one record per customer, and once that record is linked it never creates another. One gap remains: if Salesforce creates the record but its answer never reaches AdaptClose, the retry can create a second one. Merge the two in Salesforce and link the customer to the one you keep. If Salesforce refuses it, because of a validation rule, a required field, a duplicate rule or the Lead Source picklist, AdaptClose doesn't try again and the customer stays unlinked. If Salesforce can't be reached for 72 hours, it stops trying too. Either way, link the customer by hand.
Nothing: AdaptClose never creates Leads or Contacts. New customers stay unlinked until someone links them.
After a call is graded
Post results to the linked Salesforce person. Two settings, Call summary and Top coaching tip. Each one is Task (the default), Note or Don't send.
They run once per graded call on a linked customer. If a call is graded again, nothing is posted twice.
What's posted
Call summary. Its subject is AdaptClose: call summary. It lists what AdaptClose took from the call, each on its own line when the call covered it: Need, Offer, Friction and Outcome. It ends with a link to the graded call in AdaptClose.
Top coaching tip. Its subject is AdaptClose coaching: followed by the tip, such as AdaptClose coaching: Anchor the price before the options. The body explains the tip and links to the graded call. When a call has no tip, the subject is AdaptClose: call graded and the body only has the link.
The link opens the call in AdaptClose. Only people with an AdaptClose account who can see that call can open it.
Every subject starts with AdaptClose, so a report or list view can filter on it.
Note or task
- Task: a task on the Contact or Lead with Status set to Completed, so it records what happened without adding an open to-do. The subject is the task's Subject and the body goes in Comments. It has no due date. It's assigned to the rep's Salesforce user, or to the user who connected Salesforce when the rep isn't linked. It shows in the record's activity history.
- Note: a note in the record's Notes related list, titled with the subject. Salesforce notes have no assignee, so every note is created and owned by the user who connected Salesforce, whoever made the call. Notes have to be turned on in your org. If they're off, Salesforce refuses the note and the customer's page says Last push failed.
- Don't send: nothing is posted.
Anyone who can see the Contact or Lead in Salesforce can read these. If coaching shouldn't be visible there, set Top coaching tip to Don't send.
Deal updates
When a rep records an outcome on a linked contact, update that contact's open Salesforce opportunity.
Deal updates reach customers linked to a Contact. A customer linked to a Lead gets none, because a Lead has no opportunity.
Which outcome
AdaptClose uses the customer's latest outcome: the outcome on their most recent call that has one. A call recorded without an outcome doesn't change it. The outcomes are Closed, Partially closed, Follow-up, No sale and Other.
Updates run when the latest outcome or the deal amount changes. If they change several times in a row, Salesforce gets the final state.
Which opportunity
The open opportunity where the linked Contact has a contact role, updated most recently. Opportunities on the Contact's Account that don't list the Contact in their contact roles don't count. Converting a Lead with a new opportunity adds the contact role for you.
When the Contact has no open opportunity, nothing changes, unless Reopen a closed opportunity is on. AdaptClose never creates an opportunity, and never changes the Contact's other opportunities.
AdaptClose doesn't read opportunity changes made in Salesforce. If someone moves a stage by hand, the next outcome change in AdaptClose can move it again.
Update the opportunity stage
Off by default. Pick a stage for each outcome, or Don't update. The list has every active opportunity stage in your org, in Salesforce's order, each one once even when several sales processes use it.
When the latest outcome maps to a stage, AdaptClose sets the opportunity's Stage to it. An outcome set to Don't update leaves the stage where it is. AdaptClose never clears a stage, since Salesforce requires one.
Salesforce decides won and lost from the stage, so this setting is how AdaptClose closes an opportunity. For example:
| Outcome | Stage |
|---|---|
| Closed | Closed Won |
| Partially closed | Closed Won |
| Follow-up | Negotiation/Review |
| No sale | Closed Lost |
| Other | Don't update |
Pick stages your opportunities' sales processes can use. If Salesforce refuses a stage, the customer's page says Last push failed.
Update the opportunity amount from the deal amount
Off by default. Sets the opportunity's Amount to the customer's deal amount in AdaptClose, the amount a rep or manager enters with an outcome. The amount comes from the most recent call that has one. For Partially closed, it comes from the same call as the outcome.
AdaptClose writes the number as it is, in the opportunity's currency. It doesn't convert currencies.
If the customer no longer has a deal amount in AdaptClose, Amount is cleared.
Reopen a closed opportunity when the outcome changes
Off by default. Shown when either deal update is on.
- Off: a closed opportunity, won or lost, is never changed.
- On: when the Contact has no open opportunity, AdaptClose updates the closed one that was updated most recently. If the latest outcome maps to an open stage, that reopens it. With only the amount update on, the amount changes and the opportunity stays closed.