To better help organize your leads in your chosen CRM, Further allows you to segment leads to different CRM codes based on the user’s selections during their Virtual Sales Assistant (VSA) and/or Custom Webform (CW) conversation.

In this article, we’ll go over how to set up different CRM codes based on prospect selections in your Further VSA and/or CW.

Note: Only Corporate users can set up different CRM codes.

• Locate CRM Settings
• Add Rules for CRM Codes
• Ordering CRM Code Rules
• Save Changes
• Reset CRM Code Settings

Locate CRM Settings

Click Settings in the left menu.

Look for the General subsection and click CRM. 

On the Settings page, click the Communities tab.

Use the Search communities field to look for a community by name. You can also use the Filter by CRM settings dropdown to show results based on how CRMs are set up. 

When you find the desired community, click the pencil and paper icon under the Actions column. 

Note: The community CRM code can be seen under the CRM Location Code column. This is the default code for leads.

The Update CRM Settings window will open. 

Add Rules for CRM Codes

Click the CRM Location Code Override dropdown. Select Add rule. 

You can set up the following information for rules:  

• Rule - Use this dropdown to see what information you are going to check for in a chat.
  • Care Type - Check for a matched Value in only the care type module of a flow. (NOT RECOMMENDED)
  • Conversation - Check the entire conversation flow for the entered Value. (RECOMMENDED)
• Operation - Use this dropdown to determine how you are going to filter the information.
  • Contains - Check to see if a conversation has responses that include the entered Value. 
  • Equals - Checks to see if a response exactly matches the entered Value. 
• Value - Enter the value you are searching for exactly as it appears in your flow Options.

Note: Make sure the Value you use is an exact match to the way that Options are spelled and spaced in your VSA or CW. For example, Assisted Living will not match if your VSA option is Assist. Living unless you are using. 

Use the CRM Location Code for the new option. 

If you made a mistake, click the trashcan to delete a rule. 

You can add multiple rules to this section. 

Note: Any lead that does not match one of your new rules will be sent to your default CRM code. 

Before saving your rules, ensure they are in the correct order. 

Ordering CRM Code Rules

The order in which rules appear matters. The rules will apply from top to bottom. This means that if a lead matches the first rule, it will be sent to that CRM code and will not even be checked by the others. 

To rearrange the order of rules, use the up and down arrow in the Order column. 

Save Changes

When you’re done formatting your CRM code rules, click Save in the bottom right. 

Reset CRM Code Settings

If you want to remove your rules, open the Update CRM Settings window and click Remove at the bottom right. 

All of your CRM Location Code Override rules will be removed and all leads will be sent to your CRM default.