This area of Admin settings includes several controls to determine the default settings for your CRM. Any choices made here apply to everyone using LiveHive at your company. Note: you must be a SuperAdmin or Admin LiveHive user to access these settings.
Navigate to Admin in the left sidebar, then click CRM.
Select CRM for your team
The first section is generally setup during onboarding and initial setup of LiveHive. Click on the drop-down menu and select the CRM you want to connect. In order for the integration to be successful, there is more setup required before selecting your CRM in LiveHive.
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Show CRM templates: Check this option to access CRM templates in Gmail (requires LiveHive Chrome extension) or Outlook (requires LiveHive Outlook Add-in)
Updating records in CRM
If information is added to a contact in LiveHive, it can update that information in your connected CRM. The Updating records in CRM area of the CRM settings allows you to decide what LiveHive can update.
LiveHive identifies matching records by email address.
- When LiveHive finds a matching record in CRM, allow it to update: Check the box next to Lead, Contact, or Opportunity to sync updates to those areas. Click to uncheck if you do not want changes to one in LiveHive to update the record for the same person in your CRM. All options are checked by default.
- If no matching records are found in CRM, allow LiveHive to create: If you add a contact to LiveHive that does not exist in your CRM, LiveHive can create either a Lead or Contact for that person in your CRM. Click the radio button next to none to not allow LiveHive to add new leads or contacts to your CRM. Lead is the default.
- If duplicate records (based on email ID) are found in CRM, update: LiveHive will update a matching record in your CRM with new activity, added data, etc. Decide whether you want the Last Update or Oldest updated. Last Updated is the default.
Synch Tasks in CRM
Tasks generated in LiveHive will synch to your selected CRM. For example, tasks in LiveHive will show up under My Tasks in Salesforce. There are two options to choose from.
- All Tasks: Synch all tasks from LiveHive to your CRM. This includes, scheduled, late, errors, completed, etc.
- Only Completed Tasks: Synch only completed tasks to your CRM. This way you have a record of tasks in your CRM, but scheduled, late, errors, completed, etc. will not show up in your CRM.
Default Lead Status
If you choose to have LiveHive create new leads in your CRM, then this section allows you to choose the default lead status for those leads created by LiveHive. Click the drop-down menu to select a lead status.
SmartPath Lead Status
The status of a lead in your CRM can automatically change based on completed activity in LiveHive.
Start of a SmartPath: Click the Select Lead Status drop-down menu to select the lead status of a lead that has just been assigned a SmartPath.
End of SmartPath: Click the Select Lead Status drop-down menu to select the lead status of a lead that has just completed a SmartPath.
Reply Received: Click the Select Lead Status drop-down menu to select the lead status of a lead that has replied to an email.
Disposition and Sentiment List
Click (edit) next to Disposition List to customize the Disposition List. A window will appear showing the existing Disposition List. Click the x icon next to any disposition to delete it. Click Add New Label to add in a new disposition choice. Click the Save Labels button to finalize your changes.
Click (edit) next to Sentiment List to customize the Sentiment List.
A Sentiment List window appears that shows all of the current labels. Click the x icon next to a label to remove it from the list. Click "Add New Label" to write in a new label.
Once you click "Add New Label" a new text box appears for you to type in your custom label.
Once you've completed making changes, click the Save Labels button to return to the CRM settings page. You will now see your updated list of sentiments when you use the LiveHive dialer, or when you're viewing a call task. These sentiments will also sync with your CRM.
Update Unsubscribes in CRM
When selected, contacts that choose to unsubscribe from LiveHive communications will also be marked as unsubscribed in your CRM. For example, an unsubscribed contact in LiveHive would show as "email opt out" in Salesforce.
CRM Field Mapping
This section allows the LiveHive Admin to select which fields to map from LiveHive to the CRM. Most fields are mapped automatically. First Name in the LiveHive field will map to First Name in the CRM, for example.
Click (edit) to see the current mapping and to make any changes. If you do want to change something, first click on a field to select it. The row for that field will become green.
For example, let's say I want Lead Source in LiveHive to map to my CRM's Original Lead Source field instead. I click on Contact: Lead Source to select it.
Next, I click on the CRM Field drop-down menu above the Current Saved Mapping section. This drop-down list includes all the possible Lead and Task fields. I want to click on Lead: Original Lead Source.
Once the new field is chosen from the drop-down, I need to click the Save Mapping button to successfully make the change.
This section allows the Admin to set up the stages used in your CRM. You need to add your CRM's custom stages in order for LiveHive to include these stages in Opportunities and to synch to the appropriate stages in the CRM.
Click (edit) to see the current stages, and to add or remove stages.
A Stages Mapping window will appear.
Click the gray x icon next to a stage to remove it. Click Add New Label to type in a new stage under any of the four categories. Each category (Prospecting, Qualifying, Converting, Closing) must include at least one stage.
If you click Add New Label, a text box will appear. Type in the name of the stage you want to add.
Add as many new stages as you'd like, then click Save Stages to apply any changes you've made.
After adjusting any of the CRM settings, click the Save Changes button on the bottom of the CRM page. This will apply these CRM settings to all LiveHive users in your subscription.