As part of the Sellfire HubSpot integration, with the Sellfire Inbound Concierge website widget, you can add a public-facing widget to your websites that allows prospects to request callbacks from reps now or in the future. Via the HubSpot -> Sellfire integration, Sellfire will then use rep availability, current lead ownership, and lead Routing Rules that you have configured to ensure those callbacks are distributed and notifications are sent real-time to reps so that they can be acted upon in the most-efficient way possible.
Prospect experience
After a prospect fills out the website form that you have associated with the Inbound Concierge feature, they will be presented with the widget where they can click Call Me Now or Schedule a Meeting (shown below).
Call Me Now - click here for a video preview
If the prospect clicks Call Me Now, they will be presented with a message letting them know that they are being connected to a representative (left image below). Once a rep accepts, the prospect will be presented with the profiled picture and name of the rep who is calling the number that they provided in the form from Sellfire (right image below).
If no reps accept the call, the prospect will be presented with a prompt (shown below) to schedule a meeting in the future. When they click Schedule Meeting, they will be taken through the scheduling flow (described below).
Schedule a Meeting - click here for a video preview
If a prospect clicks Schedule A Meeting, they will be presented with a calendar where they can select the time that best works for them.
The times that populate are based on your Company Hours settings in System Configuration > Scheduling Details. These times do not populate custom availability hours that you have set for specific reps.
Once they confirm the meeting time, the prospect will receive a meeting invite from the rep who was assigned the lead per the applicable Routing Rules.
The default title of these events is "{your organization name} demo <> {business name}". If you would like to change the default event title for your organization, please reach out to our Support team at support@sellfire.com.
Rep experience
Call Me Now - click here for a video preview
If a prospect clicks the Call Me Now button and the lead is not currently owned, the next available rep in your associated Routing Rules will be prompted to contact that prospect within the amount of time that you have configured in the Call Me Now Response Time (shown below; more in the Configurations section below). If the lead is owned, the owning rep will be prompted to contact that prospect. If they do not click Call Now before that countdown hits zero, they will miss their window to dial the lead, and the next available rep configured in the Routing Rules will be prompted.
Schedule a Meeting
If a prospect schedules a future meeting with a rep, the rep will receive clickable in-app notifications for the specific-time callback with the date, time, business name, prospect name, and an indication that it was scheduled through the Inbound Concierge widget both as a popup in the upper right of their screen (shown below) and in their My Notifications section accessed via their left navigation bar.
This event will populate in reps' My Schedule sections as any other specific-time callback would.
Requirements
- HubSpot account (free or paid).
- Sellfire <-> HubSpot integration connected in Sellfire.
- Sellfire <-> HubSpot integration field mapping of HubSpot-required form fields (shown below).
HubSpot field name Sellfire field name Phone Number Primary Phone Number Email Primary Email First Name First Name Last Name Last Name Company Name Business Name City City State/Region State - HubSpot form created (with minimum fields required by HubSpot shown above) and embedded on your website (included in steps 5 & 6 of the Setup section below).
Configurations
Widget branding
In System Configuration > Inbound Concierge, click Customize Branding to configure your brand name, colors, and font that you would like to use in the widget, and see a preview of how it will appear to prospects.
Criteria to not show widget to prospects
To help qualify prospects prior to allowing them to request immediate and future specific-time callbacks with your team, in System Configuration > Inbound Concierge, configure the criteria that prospects enter in the website form that stops the widget from populating.
Apply to specific lead Routing Rules
In System Configuration > Routing Rules, toggle on which of your rules to use with the Call Me Now and/or Schedule meeting functions.
Call Me Now logic
Rep Call Me Now Response Time
This determines how long reps have to accept Call Me Now requests made by prospects through the widget. Once this time has elapsed, the Call Me Now request will be transferred to the next available rep per the associated Routing Rules.
Owned Lead Call Me Now Overflow
Toggle on if you would like Call Me Now requests from currently-owned leads to first attempt the owning rep, and if they do not accept the request in the timeframe configured in the applicable Call Me Now Response Time (above or below), transfer to the next available rep per your associated Routing Rules.
Owned Lead Rep Call Me Now Response Time
Toggle on if you would like Call Me Now requests from owned leads to attempt the owning rep for a different amount of time than what you have configured for the Rep Call Me Now Response Time above. If toggled off, the Rep Call Me Now Response Time configured above will apply.
Event type
If prospects schedule future events with reps, choose whether those events will populate on reps' calendars as scheduled callbacks or demos. By default, these populate as scheduled callbacks.
Time ranges that will populate for prospects
The time ranges within each day of the week that will populate as options for prospects when scheduling future events can be configured in System Configuration > Scheduling Details > Company Hours.
Any custom availability that specific reps have (configured via System Configuration > Sales Teams > edit icon next to reps' names) will not be applied to times that populate for prospects in the Inbound Concierge feature.
Abandoned widget lead routing
If a prospect fills out a form associated with the Inbound Concierge widget but doesn’t click Call Me Now or Schedule a Meeting in the widget, Sellfire will route those leads per the Routing Rules where Integration or CSV is toggled on. This ensures that reps are notified that activity has happened on the lead so they can quickly follow up with any prospects who have shown interest.
The routing is triggered by 1) the prospect closing out of the widget or 2) the prospect not clicking Call Me Now or Schedule a Meeting within 5 minutes of filling out the form associated with the widget.
Connecting requests to Sellfire leads
To determine with which leads in Sellfire to associate Inbound Concierge requests, Sellfire uses the following logic:
- Check for a Primary Phone Number match.
- If multiple Primary Phone Number matches (which will be rare, if at all), choose the lead with the most-recent call result.
- If no Primary Phone Number match, check for an Alternate Phone Number match.
- If multiple Alternate Phone Number matches (which will be rare), choose the lead with the most-recent call result.
- If no Alternate Phone Number match, check for a Primary Email match.
- If multiple Primary Email matches, choose the lead with the most-recent call result.
- If no Primary Email match, create a new lead.
Setup
Configure your lead Routing Rules
1. In Sellfire, navigate to System Configuration > Routing Rules, and configure the criteria that you would like to route leads by creating and/or updating Routing Rules.
2. Toggle on Inbound Concierge Call Me and/or Inbound Concierge Schedule meeting next to the rule(s) that you would like those specific features in the widget to use.
Connect Sellfire and HubSpot in Sellfire
3. Navigate to System Configuration > Integrations, and confirm that your Sellfire <-> HubSpot integration is “Connected.” If not, click “Connect” on the HubSpot tile and follow the steps to authenticate that integration.
4. In the HubSpot Integration field mapping section, confirm that the required fields (included in the Requirements section above) and any other fields that you want prospects to fill out are mapped to Sellfire.
Create a HubSpot form and embed it on your website
5. In HubSpot, Create a form that you will use for this feature.
6. Embed the HubSpot form on your website.
Customize your widget in Sellfire
7. Navigate to System Configuration > Inbound Concierge.
8. Customize the widget with your organization-specific branding, including company name, colors, and text font that appear in the widget.
9. For the Call Me Now functionality, configure:
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- How long reps have to accept before leads move to the next rep. This can be configured for anywhere between 15 and 120 seconds.
- If you want owned leads to only attempt the owning rep or if you want the owning rep to be attempted first, and if they don’t respond, move to the next rep per your Routing Rules.
- How long lead-owning reps have to accept Call Me Nows before either prompting the prospect to schedule a specific-time callback later or attempting the next rep per your Routing Rules.
Embed the widget on your website
10. Click the COPY HTML button to copy the code from Sellfire.
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- For websites built with plain HTML:
- Paste the CSS style sheet into the head of your index.html.
- Paste the Script tag anywhere in the body tag.
- Paste the Widget Div code into the body.
- Paste the CSS style sheet into the head of your index.html.
- For websites built with React.js:
The solution for websites built with plain HTML above should also work for React sites. However, if you are having problems, please try the following solution.
- Install react-helmet-async.
- Wrap the App in the helmet provider.
- Add in the css and js files found in the integration page of Sellfire inside of a <Helmet> tag.
- Add in the Sellfire-widget div in the return.
Note you will need to change class to “className” and add quotation marks around the data-session-id.
- Install react-helmet-async.
- For websites built with plain HTML: