If you're using both Groove and Copilot in your sales stack, you might be wondering about the best approach for syncing activities to Salesforce. This guide will help you understand how each system handles writeback, the different configuration scenarios, and how to choose the optimal setup for your organization.
📝 Understanding Activity Logging: Groove vs Copilot
Before diving into integration scenarios, let's understand what each system captures and how it stores data in Salesforce.
What Groove Logs to Salesforce
Activities Covered:
- Scheduled calendar events and meetings
- Email interactions
- Dialer calls
How it's stored:
- Calendar events/meetings: Written as Event objects in Salesforce
- Emails & Dialer calls: Written as Task objects in Salesforce
Key Strengths:
- Advanced, configurable matching logic that admins can customize
- Manual matching capabilities through the Omnibar for improved accuracy
What Copilot Logs to Salesforce
Activities Covered:
- Call recordings with direct access links to the recording in Copilot
- Smart summaries and action items
How it's stored:
- All activities: Written as Task objects in Salesforce
Key Strengths:
- Rich conversation intelligence data directly in your CRM
- AI-powered summaries and actionable call insights
🎯 Writeback Configuration Scenarios
Now let's explore the three possible writeback configurations and their implications:
Scenario 1: When you decide to have only Groove writeback to the CRM
What you get:
- Complete email and calendar activity tracking
- Advanced matching capabilities with admin controls
- Dialer call logging
- Manual matching via Groove Omnibar adjustments for improved accuracy
What you miss:
- Call recording links and smart summaries from Copilot
- AI-powered call metadata and conversation insights
Best for: Organizations prioritizing comprehensive activity logging and requiring configurable matching logic.
Scenario 2: When you decide to have only Copilot writeback to the CRM
What you get:
- Call recordings with direct access links to the recording in Copilot
- AI-generated smart summaries and call insights
- Rich conversation intelligence metadata
What you miss:
- Email activity tracking capabilities that Groove has
- Dialer call logging (unless dialer calls are pushed into Copilot through Groove<>Copilot integration)
- Advanced matching logic configuration options that Groove has
- Manual matching via Groove Omnibar adjustments for improved accuracy
Best for: Organizations focused on conversation intelligence and call analysis over comprehensive activity tracking.
Scenario 3: When you decide to have both systems enabled (⚠️ Not Recommended)
While enabling both systems might seem ideal, this configuration creates significant challenges due to our current gaps:
Issues you'll encounter:
- Meeting duplications: Each meeting generates both an Event (Groove) and a Task (Copilot)
- Timeline confusion: Duplicate entries make activity history difficult to navigate
- Dialer call conflicts: Same calls appear multiple times when Groove dialer integrates with Copilot [Note: We do have the option to selectively decide which call types from Copilot are pushed to SFDC, you can consider not pushing Groove Dialer calls via Copilot to SFDC] -> Reach out to Support
- Storage impact: Increased data usage in your Salesforce org
- User experience: Confusing activity timelines with redundant information
🏆 Recommended Approach: Choose One System
Based on your organization's priorities, we recommend choosing one writeback system:
Choose Groove Writeback when:
- ✅ Email tracking and comprehensive activity logging are critical
- ✅ You need configurable matching logic for your business processes
- ✅ Your team relies on manual matching capabilities
- ✅ Activity completeness is more important than call intelligence
Choose Copilot Writeback when:
- ✅ Call intelligence and AI insights drive your sales process
- ✅ You want rich call metadata accessible in Salesforce
- ✅ Your team benefits from smart summaries and conversation analysis
🌟 Special Case: Legacy Capture + Copilot Customers
If you're currently using Capture + Copilot: You already have a working unified writeback solution! This is the only scenario where we currently support truly unified activity logging. Follow the steps here.
For New CRM Sync SKU customers: In these newer setups, Capture only handles contact processing while Groove manages activity logging. This creates the same integration challenges as Scenario 3 above, so you'll need to choose between Groove or Copilot writeback.
📊 Identifying Activities in Your Salesforce
To help you audit your current setup and understand which system is creating which activities:
Groove-Created Activities:
- Identifier: Look for the "Is Created by Groove" checkbox field
- Events: Calendar meetings with "Is Created by Groove" checked
- Tasks: Emails and dialer calls with "Is Created by Groove" checked
Copilot-Created Activities:
- Object type: All created as Tasks in Salesforce
- Identifiers:
- Comments contain "Notes from Copilot"
- Comments include Copilot call links (https://copilot.clari.com/call/)
- Created by the Integration user in SFDC (may vary based on automation setup)
🔮 Looking Ahead
We're actively working on a unified writeback solution that will combine the strengths of our writeback processes. While this isn't currently available, we're exploring options to deliver this functionality in future releases.
Need help deciding? Consider reaching out to your Customer Success team for a personalized consultation based on your specific use cases and organizational requirements.