Qualified enables buyers and sellers to meet live via voice and video while still on your website. Using the Qualified messenger, sales reps and visitors can call each other immediately to drive pipeline faster.
If you’re interested in Qualified voice and video, reach out to your Qualified Success Architect.
Prepare for Calls
You can call visitors with voice and video when logged in to Qualified via your browser or our desktop app. If you use the desktop app, make sure it's version 1.3 or newer.
When you log in to Qualified, toggle yourself available. By default, this will also enable the voice and video option. Click your profile photo in the top-right or bottom-left corner to verify that you Allow voice and video:
A box with video previews will then appear at the top of the Qualified messenger during your chats. (No live audio or video will play until a microphone or camera is proactively turned on.) Your Qualified admin can choose the color behind the video previews to match your company’s branding.
You may want to test your microphone and camera before starting live calls with visitors. We also recommend being ready to take notes, because calls are not recorded or timestamped in playback URLs at this time.
When to Start or Accept a Call
There are a few scenarios where calls are advantageous and you may want to suggest one for expediency.
- You can answer the visitor’s detailed questions quicker on a call rather than text chat.
- The visitor explicitly states that they have limited time.
- Your text chat is taking an extended amount of time and potentially distracting you from other high-value prospects.
To decide when to begin or accept a call request:
- Build rapport and ask qualification questions: Calls can take more time, so verify that the visitor is in your ICP first. You can also decipher if they're a legitimate prospect or irrelevant by assessing what the visitor types before sending a message.
- Look at the Visitor 360 to identify the visitor: You can be confident about details mapped from Salesforce fields. When information is pulled from an integration, like 6sense or Clearbit, check the Confidence. If the confidence level is Very High, then most likely you’re conversing with that person. If there’s little or no information in the Visitor 360, ask the visitor for their email and organization.
You do not have to accept an incoming call. If you opt not to, continue chatting with the visitor via text. You can always upgrade to voice and video later in the conversation.
TIP! Create a shortcut for when you decline a visitor’s call, such as “Sorry—I’m not currently available for video calls. Can we continue via chat? Or would you like to book a meeting so we can sync live at a better time?”
Start a Call
A rep or visitor can begin an audio or video call.
Rep Calls a Visitor
We recommend letting customers know that you want to start a call and waiting for them to agree. When you’re ready, click the Microphone icon and Video icon below the video box. The icons will change color, indicating that the visitor can hear and see you:
The visitor should then click the Microphone icon and Video icon in their messenger window to turn on their own. You may need to tell them to do so. Once they enable them, click the Allow visitor and video button and the call will begin.
The first time you or the visitor join a call, Qualified will ask for permission to access the microphone and camera. Once granted, the call begins.
After Qualified has your permission to access your microphone and camera, clicking the icons will immediately turn them on. Because visitors can see and hear you without their explicit permission, exercise these controls carefully. It’s important to be tactful and strategic when initiating a call to not startle or overwhelm visitors.
TIP! If you turned off your voice and video availability but later want it during a live chat, toggle Allow voice and video back on. Your video box will then appear in your open chats, ready for calls.
Visitor Requests a Call
Alternatively, your Qualified admin may allow visitors to initiate video calls. If so, visitors can turn on their camera and audio before a rep initiates a call. The visitor’s tab in Qualified will pulse green, alerting you that a visitor is waiting.
The first time a visitor shares their camera and audio, you’ll see Allow visitor audio and video in the messenger’s video box. If you’re comfortable accepting their call, click that button or Allow audio only below for limited transmission:
While the visitor waits for you to accept their call, they see your profile picture and a message stating that a rep is connecting soon in the video box.
Call & Chat Handling
After you join a call, we highly recommend transferring your other live chats to different available reps.
Once a call is active, all participants can:
- See if the other person’s microphone or camera is turned on and, if so, their live respective video.
- Select which microphone, speaker, and camera are used and Blur Background by clicking the adjacent Arrow icons.
- Continue to send text chats in the Qualified messenger.
- Click End to turn off all microphones and cameras.
If a visitor is acting unacceptably, block and report them. This will immediately end the call and prevent them from seeing all of your Experiences moving forward.
Rep View
As a rep, you remain in the Qualified app, just like with live text chat:
You can navigate around Qualified while on a call and the video box will remain visible. With this flexibility, you can review the visitor’s company Account 360 to learn more about them, like which advertisements were clicked through, to guide your conversation.
TIP! You can still offer the meeting booker while on a call to schedule a follow-up meeting.
Visitor View
Visitors see the video along the top of the Qualified messenger, which still floats on your website:
When they navigate around your website, the call remains connected. They can also click the Expand arrows icon on the right to enter full screen mode.
Ending a Call
Sales reps and visitors can click the End button on the right to immediately turn off both cameras and microphones. If you want to continue chatting with the visitor via text, the Qualified messenger will remain open for your continued conversation.
To finish a call, the End button must be clicked by a rep or visitor.
While Qualified creates a Salesforce event when a live chat conversation ends, voice and video calls are not recorded or timestamped in the Salesforce event’s playback URL. As such, we recommend logging call notes on the Salesforce event after the entire conversation finishes.
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