Streamline your lead management system workflow for Technical Support

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so we're going to use this video to take a closer look at our intake package of workflows and and really look specifically at one workflow which is the workflow we used to take leads in for our website forms and just to re-center on the idea of a package of workflows it's just simply to say that we have a set of workflows doing something similar right and the job of an intake workflow is to collect a lead from any source normalize it to our standard object structure and send it through the pipeline and because we have leads from website forms chat so on right there's multiple ones so so the way that we find our intake workflows is we use that as a naming convention so i can see here i've got a set and in this case we're going to look at this this workflow and conceptually what that thing is doing as you'll see in the image that we looked at in the post itself is it's catching a work excuse me it's catching a lead we do this with a web hook trigger which means we can post to this workflow from an external source because we can post to it from an external source we need to do a little bit of validation to make sure it's legit so we check and see if there's some headers if in those headers we have an origin from our website then we know we can move forward we have a little script to clean up um data that may be out of date because our site's been around for a while and we have some values that uh it's kind of hard to chase down and get people to fix so we just do it in the in the intake workflow sort of clean those up then we map to our standard objects and send it to the pipeline pretty straightforward so if we look our workflow up here you can see that exact same thing right here so every time a lead is submitted we catch it reminder that you can find the endpoint for a web hook triggered workflow here kind of makes it like an api itself and you can then do your logic checks so in this case we're using a property exists boolean so as long as there is an origin property in a headers object then we will move forward and as long as it was from a post from a tray dot io origin that origin contains trade.io then we'll keep moving um there's some extra stuff in here that i might cover in another video but the main things to keep in mind here are that we have this sort of script that fixes some of some outdated data we then map to our standard objects call pipeline and then we do track uh our form submissions through a segment call so if i was to look at a previous run i think i typed that in right for myself you can see all right here is my values object coming from a form submission checking checking checking fixing bad data okay so we took our values object mapped it to our standard objects person company attribution [Music] sent it through to the pipeline that's how it works so so [Music] there may be a couple extra things in some of these workflows but generally speaking [Music] they all kind of work the same way uh what let's look this is a new one here our linkedin one and this is set up a little different so so we don't get uh web hook notifications from linkedin and every time somebody submits a lead so instead what we do is we run a scheduled job where we then query linkedin to get all the leads do a little bit of data work here but basically at that point we're kind of looping over every lead they sent us structuring uh like an object that we are going to map then looping over those structured objects and normalizing the the data and sending it to the pipeline uh and you just sort of rinse lather repeat for whatever your your source is right so let's take a look at [Music] gosh i don't know maybe chat how's chat work okay so as soon as a conversation closes in intercom we if they have an email address we know we have a lead we get some more data about that lead um i'm gonna skip over some of this kind of data e stuff but it'll be down here here we go so we map it from uh we basically like force the the lead to look like a trayform lead so we map it from intercom shape to tray form and we map it back to growthops and send it to the pipeline um that's kind of how it works we actually have another workflow this is kind of cool where we record a transcript oh oh no this reminds me this is interesting okay so one of the things we do in our our lead pipeline is we have a rules of engagement check so we look for activity on uh on a lead so so in order to route it and so in order to make sure that the sdr who had the chat with the the prospect gets the lead that they actually had to chat with we actually do two pipeline runs and pipeline has a couple options so we can say that it's not an inbound lead which means it won't be routed basically if we don't um have it as an inbound lead and so what this does is it's essentially a creation run for for the lead it'll create it and as long as that worked essentially then we'll record a transcript so we have a callable workflow that basically records that transcript as a salesforce task and then we wait so we wait 30 seconds and we run pipeline again except this time we say it's inbound and so what this will do is it will allow that activity to get recorded in salesforce and then when our rules of engagement check runs in the pipeline which happens just down here a little bit of a detour for intake but but if you happen to watch the video you might find this interesting so it's way down here and so if it's inbound which it will be on the second pipeline run we call our rules of engagement check which basically looks for the like recent tasks on a leader contact and if it needs to be routed because we didn't run it the first time the rules of engagement will say well hey uh sdr joe has activity on this lead they they should be routed the lead right so then it allows that to happen and then they get rid of the lead so there you go cool stuff you can do uh with a sort of process like this when you have uh these sort of bespoke intake workflows