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414 Topics
elijah
Clari
elijahClari
published in Product Q&A
FAQ: How can users add their Groove Scheduler Link to templates or emails?

Automatically Adding the Groove Scheduler Link to TemplatesTo automatically insert a the sending user’s Groove Scheduler Link into Templates, you can use the Groove Scheduler Link merge field. (Note that the Scheduler Link Merge field is based on a custom field in your team’s Salesforce instance.  Thus, the exact name of the field may differ from organization to organization.)  This merge field is a great way to personalize emails at scale, as it enables users to leverage the same Templates without having to do any manual work to insert their own Scheduler link in the Template.    Pro Tip: You can also hyperlink the Groove Scheduler Link merge field to text that is in your Template.  To do this, insert the Groove Scheduler Link merge field into you Template just as you would any other merge field, cut the merge field from the Template, highlight and cut the merge field, then highlight the text you want to hyperlink and use the ‘Insert/Edit Link’ button to paste the merge field into the

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elijah
Clari
elijah
Clari
elijahClari
published in Product Q&A
FAQ: Can merge fields in Groove Templates use logic like 'today plus X days'?

Yes, custom formula fields such as “today plus two days” can be created in Salesforce and used as merge fields in Groove Templates.  This guide from our Knowledge Base walks through how a Salesforce admin can create these fields in Salesforce, which will then allow them to be leveraged in your team’s Groove Templates.  

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elijah
Clari
elijah
Clari
elijahClari
published in Product Q&A
FAQ: How can admins globally remove a contact from all Flows across the organization?

The recommended practice for removing a Contact from any and all Flows at your organization is to create a custom “Remove from Groove Flow” checkbox field on the Contact object in Salesforce and combine it with a Global Automated Action in Groove.   For the Global Automated Action, you would want to use the “On Salesforce Update” trigger, configuring it to look for when the “Remove from Groove Flow” field is updated to “is checked”.  You can, then, pair this trigger with the “Remove from Flow” action.  What this would do is remove the Contact from any Groove Flows they are active in when Groove detects that the “Remove from Groove Flow” field has been checked (i.e., marked “true”) on that Contact’s record in Salesforce.    If you also wanted to prevent these Contacts from being added to new Flows in Groove, you could also create a Global Block Import Rule to prevent the import of Contacts for which the “Remove from Groove Flow” field is checked on their records.  Once this field is unc

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elijah
Clari
elijah
Clari
elijahClari
published in Product Q&A
FAQ: What happens to participants and statistics when a Groove Flow is archived? Can archived Flows still be analyzed?

Archiving your team’s Groove Flows is a great way to clean up your team’s content without losing access to the Flow and the historical data associated with it.  Unlike deleting a Flow, archiving a Flow preserves the Flow in Groove so that you can continue to review it while also preventing users from continuing to use it in its archived state.  If you do need to use the Flow in the future, you can also always reactivate the Flow.   How to Archive A Groove FlowThere are two places from which you can archive a Groove Flow.  The first is from the main Flows page, where you can see the list of Flows that match your current filtering criteria.  To archive a Flow from here, click the three vertical dots in the upper-right corner of the Flow card, then select ‘Archive’ from the dropdown menu.   The second if from within a Flow after you have clicked into it.  To archive a Flow from here, click the three vertical dots in the upper-right corner of the page, then select ‘Archive Flow’ from the

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elijah
Clari
N
New Member
NwyseNew Member
asked in Product Q&A
CC bar for flow step

USE CASE: Our customer success team uses Groove to expedite follow up on customer purchase orders.  They need to be able to cc specific customers as well as internal teammates on the emails. Currently, the cc bar only searches for contacts and leads. It would be helpful to be able to include the user object in the search for manual emails.  These internal teammates and related customers who need to be cc’d are always listed in a field in salesforce.  Alot of these emails could be auto emails if the customer success rep didn’t have to manually add these related prospects and internal teammates to the cc bar for each email.It would be a big time saver for our customer success team if you could make it so you could add merge fields to a cc bar in the groove flow step so the email could be automatic.     

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elijah
Clari
elijah
Clari
elijahClari
published in Product Q&A
FAQ: Can Salesforce updates (such as changing contact status) be triggered automatically when a Lead or Contact is enrolled into a Groove Flow?

Yes!  You can use an automated action with the “On Import” trigger to an action when a Contact or Lead is enrolled (i.e., added or imported) into a Groove Flow.   For this particular use case, you could pair the “On Import” trigger with the “Update a Salesforce Field” action, which tells Groove to update whatever Salesforce field you’ve selected to the value you’ve selected when a Contact is imported into a Flow.   This image shows an automated action to update the Lead [Status] field to “Open - Not Contacted” when a Lead is imported into a Flow.  If you also wanted this automated action to apply to Contacts, you would want to create a second automated action that updates the Contact [Status] field.   Depending on the use case for this automated action, there are a couple of different ways you can build out it out to give it the necessary scope. At the individual Flow level: If you only want this automated action to apply to a single Flow, you can add this automated action in the ‘Sett

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elijah
Clari
elijah
Clari
elijahClari
published in Product Q&A
FAQ: Why are my activity numbers in Salesforce different from my activity numbers in Groove?

There are a couple of reasons that can lead to discrepancies in activity counts and attributions between Groove Analytics and Salesforce.  Some of the main reasons include the following.   Groove matches email activities to users by looking at the email addresses listed in the Email, Email Alias 1, and Email Alias 2 fields on their Salesforce User record.  (The Email Alias 1 and Email Alias 2 fields are added to your instance as part of the Groove Managed Package.  However, they may not be surfaced on your team’s User Page Layout yet.). If a sender uses an alias not entered in Salesforce, or the mapping is misconfigured, activities may be attributed to the wrong user in Groove Analytics (e.g., a reporting manager). Resolve this by ensuring all sending aliases are listed in the Email Alias 1 and Email Alias 2 fields for users in Salesforce. Only emails that were logged will show up in Salesforce.  Conversely, Groove Analytics surfaces emails that were logged and/or tracked for email ope

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elijah
Clari
elijah
Clari
elijahClari
published in Product Q&A
FAQ: How frequently does Groove log emails and calendar events to Salesforce?

Groove's background sync (i.e., auto-logging) checks your inbox and calendar for new emails and events every 10–15 minutes.  If a user has background sync enabled, all eligible activities are logged to Salesforce.  Internal-only activities and activities with blocklisted users can be excluded from Groove’s auto-logging depending on your team’s configuration. Groove will not log any emails that only include recipients/senders whose domains are listed in your  Domain Blocklist.  If Create Unresolved Items is disabled, Groove will only log emails to Salesforce if they have at least one recipient/sender that is a Contact or Lead in Salesforce. If Only Sync CRM-Related Events is enabled, Groove will only log events to Salesforce if they have at least one attendee that is a Contact or Lead in Salesforce.   Users who do not enable auto-logging can still manually log their emails and calendar events, as needed.  Manually-logged activities appear in Salesforce immediately upon action.  Enabling

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elijah
Clari
elijah
Clari
elijahClari
published in Product Q&A
FAQ: I don’t see the Additional Calendar event log fields. Who can access Profile Settings, and where are these settings located in the UI?

The Additional Fields for Calendar Events setting enables you to surface Salesforce fields that will be displayed to end-users when they are logging events in Google Calendar or Outlook Calendar.  This setting supports the following Salesforce field types:Text  Text area  Checkbox Picklist (If you’re adding dependent picklists, make sure to add both the controlling and the dependent picklist fields.)This setting lives in Groove Profile Settings, which can be accessed and modified in two places.   Adjusting Profile Settings in the Groove Web AppThe first place Groove Profile Settings can be accessed is in Manage My Org > Profile Settings.  Only users that are both a Groove admin and a Salesforce admin will be able to see Profile Settings in Manage My Org.    After clicking into a Profile Settings group, the Additional Fields for Calendar Events setting will be towards the bottom.  This setting is collapsed by default, so click on the downward-facing arrow to the right of the setting

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elijah
Clari
elijah
Clari
elijahClari
published in Product Q&A
FAQ: What is the advantage of setting up Custom Object Logging in Groove if we are Clari Core customers and already use Clari’s capture feature for Gmail?

Groove and Clari Core (with Clari Capture) both provide activity logging capabilities, but they operate with distinct mechanisms. Admins can choose the solution best suited to their use case.  Clari Core’s Capture provides a great base for activity logging, while Groove’s Custom Object Logging allows for further customization for more bespoke use cases.   We would recommend using Groove’s Custom Object Logging if capturing data to custom business processes or reporting objects is a priority.  Groove’s Custom Object Logging allows you to define highly specific logging criteria using SOQL for both standard and custom objects.  For example, you can log activities only to Opportunities of a specific record type or to custom objects unique to your teams’ workflows. This level of flexibility goes beyond Clari Capture’s default mappings, letting each Salesforce Profile have tailored logging rules.  If your needs are currently being met by Clari Capture, you can maintain that configuration, bu

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elijah
Clari
elijah
Clari
elijahClari
published in Product Q&A
FAQ: If I set up a Master Flow with auto-import from a Salesforce report, are people sent into each AE’s individual copy of the Flow?

 Master Flow operate as a shared resource.  Contacts and Leads that are imported and auto-assigned through auto-import are assigned to their respective users within the same Master Flow, not separate copies of the Flow, based on the assignment field selected (e.g., Contact/Lead Owner or a User lookup field in the Salesforce Report). Each user that is shared on the Flow conducts their outreach to their assigned Flow participants from the shared Flow.    One of the benefits of using a Master Flow, as opposed to multiple separate copies of the same Flow, is that you can keep the messaging and/or structure of the Flow consistent across users.  Additionally, all the Flow metrics will be aggregated together in Groove Analytics and Groove Outcomes, making it easier to identify how the Flow is performing, what is leading to success, and where there are opportunities for refinement.   That being said, using a Master Flow does not mean you must sacrifice end-user personalization altogether.  If

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elijah
Clari
elijah
Clari
elijahClari
published in Product Q&A
FAQ: Can Groove natively show Meetings Booked or Opportunities Created by activity type (e.g., phone vs. email)?

Within Groove, you can analyze Meetings Booked and Opportunities Created by reviewing Groove Outcomes, found here. You can review these metrics at the Flow Step level. This enables you see whether specific steps (such as email, call, or LinkedIn actions) are driving more successes.  For deeper analytics or custom reporting, you can also leverage Groove Insights in Salesforce. This guide contains additional information on Groove Insights. 

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elijah
Clari
elijah
Clari
elijahClari
published in Product Q&A
FAQ: How can admins reassign Flow participants or transfer flow ownership at scale?

Whether you’re covering for someone on PTO, shifting team responsibilities, or handing off a prospect to another member of the sales or account team, Groove makes it easy to reassign Flow outreach at scale or with precision.  Groove’s options for Flow participant reassignment range from manual options to automated solutions, giving your team the control and flexibility to manage transitions seamlessly. Flow Transfer ToolThe Flow Transfer Tool, found in Groove Settings > Flow, enables admins to change the ownership of all Flows and the active participants in those Flows from one user to another.   Once a “from” user has been selected, admins can either bulk-select which Flows will be transferred to the “to” user by using the preset options or hand-select which Flows will be transferred to the “to” user by using the search bar.   If the “from” user is the owner of the Flow, the “to” user will become the new owner of the Flow and will inherit any Flow participants that the “from” user

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elijah
Clari
elijah
Clari
elijahClari
published in Product Q&A
FAQ: What is the 'Manage on behalf of' feature and how is it used?

The Manage On Behalf Of feature empowers admins to impersonate users, allowing them to access Flows and Actions pages and even perform tasks such as sending emails as if they were that user.   This feature isn’t enabled by default and must be activated through a support ticket, which can be submitted through the Clari Support Portal.  Once the feature is activated on the backend, the Manage On Behalf Of setting will appear in Manage My Org > Manage On Behalf Of, where an admin can enable or disable it for the organization.    The Manage On Behalf Of feature only enables admins to impersonate users on certain pages.  Those pages include: The Actions Page  The Flows PageTo impersonate users on other pages, admins should instead use the Log In As User feature.  Unlike the Manage On Behalf Of feature, which only enables admins to access the impersonated user’s Flows and Actions, the Log In As User feature enables admins to access and review the impersonated user’s entire account (which

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elijah
Clari
elijah
Clari
elijahClari
published in Product Q&A
FAQ: Is it necessary to subscribe to a Salesforce report to ensure it updates every three hours for auto-import in Groove?

No, you do not need to subscribe to the Salesforce report in order for auto-import to work.When you connect a Salesforce report to a Flow for auto-import, Groove will automatically check that report every three hours and will auto-import any new Contacts and Leads that appear in the report if they meet your Flow’s criteria (i.e., are not blocked from being imported by a Block Import Rule or the Flow Safety Setting).  If your team has real-time auto-import enabled in your instance, then Groove will check the report for new Contacts and Leads more frequently.  Groove uses the Flow Owner’s permissions to check and run the Salesforce report.  As long as the Flow owner has access to the Salesforce report and has Salesforce permissions to run reports, the auto-import should run successfully.  Please be aware of the following scenarios that could impair auto-import for a Flow:Flow Owner Does Not Have Permissions to Run Reports in Salesforce: The Flow owner’s access level for reports in Salesf

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elijah
Clari
K
New Contributor
kreitenbachNew Contributor
asked in Product Q&A
Groove Action Notifications

I see in this article that you will receive an email notification for tasks assigned from within Spaces, but what about other actions? Say actions assigned via the Omnibar? Do those only show up within the web app? Even referencing this article on actions, I’m not seeing where you can get notified of an action

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elijah
Clari
Kenna
Community Manager
KennaCommunity Manager
posted in Product Q&A
Surface account activity in Dashboards

This topic comes straight from our weekly office hours. Join us every Thursday @ 9 am PST. Special thanks to @Jenn Sayre - Equinix for raising this topic!  If you’re looking to include more information about activity at the account level in Dashboards: Use Chart Widgets in Accounts to look visualize activity among your top accounts (you can apply filters to look at top accounts in various segments of your business!) Use KPI Widgets in Accounts to keep an eye on metrics like comparisons between total accounts vs. accounts engaged, average activities per account, and accounts not engaged. The Top Deals Widget (toggled to show an Activity Summary) can be an additional lense to help you make sure that you’re engaged on the top deals associated with these accounts. You can learn more about Chart Widgets and KPI Widgets in Accounts in our Knowledge Base.

691
Rohit Agarwal
Clari
ryan.costello
New Contributor
ryan.costelloNew Contributor
asked in Product Q&A
Clari Copilot Tags - What's the Use?

I’m trying to understand the use, functionality, and options related to Tags within Clari Copilot. I looked through the Knowledge base but struggled to find articles specific to this feature. For example:I see there’s a Call Tags filter available, with a preloaded set of tags. Where/How were those created? Can they be customized? I see within a call’s details menu, I can manually add tags, but those appear to be limited to the preloaded set. Is that the case? And what would be the need or benefit to manually adding additional tags? When creating Gametapes, there is a Tags field. But this seems to be different from the preloaded set of tags mentioned in my previous questions, because I can create my own tags in this field if they haven’t been used before. Can anyone clarify the difference between these tags? And what's the need/benefit/function of the tags that are created for/associated with gametapes?

302
ryan.costello
New Contributor
Kenna
Community Manager
KennaCommunity Manager
published in Product Q&A
FAQ: Can I adjust the size of the activity feed panel in Groove?

While you can’t adjust the size of the activity feed in the Groove web app, you can also find the activity feed in the Groove Chrome Extension. From there, you can open the extension in a new window by clicking the arrow that points up and diagonal.This new page can be resized!

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Kenna
Community Manager
Kenna
Community Manager
KennaCommunity Manager
published in Product Q&A
FAQ: Can scheduler links be automatically populated in a Master Flow for each user?

There are a couple of ways to help your users ensure that their scheduler link appears in their emails, depending on if you always want them to include their scheduler link, or if you want to include them to include their scheduler link in specific emails. Option 1 (using a custom CRM field, merge fields, and templates): Your organization can create a custom field in Salesforce for the scheduler link, and then insert that merge field into the Template in your Master Flows. This guide contains the recommended setup steps for that custom field in Salesforce.Option 2 (using email signatures): Have reps include their scheduler link in their email signature, ensuring it appears consistently whenever they send emails.

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Kenna
Community Manager
Kenna
Community Manager
KennaCommunity Manager
published in Product Q&A
FAQ: How does Groove Outcomes attribute opportunities to Flows?

When you’re looking at meetings booked or opportunities created in Outcomes, you’re looking at successes that have been driven from flows. Opportunities CreatedBy default, Groove looks at whether or not an opportunity was created within 30 days of a Flow step being completed on the same account. If an opportunity was created within 30 days of the Flow step being completed, the Outcomes will consider it an opportunity created from that Flow as long as you haven’t made any changes to the default settings.There are a few other options to help you further refine attribution if you want to, but these are not requirements in the default setup. For example: Groove has Role Attribution, where the contact who is on the Flow must also be a Contact on the Opportunity that is created for it to count.  Groove also has an option where the user who completed the flow step must be the Opportunity owner or creator in order for it to count.This guide contains additional information about Groove’s defaul

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Kenna
Community Manager
Kenna
Community Manager
KennaCommunity Manager
published in Product Q&A
FAQ: Can I pause automatic flows when I'm on vacation?

Yes, reps can pause their flows while they are out of the office through the Groove Settings, found here. All due dates for auto-send email actions, manual Flow steps, and one-off actions will be paused until the selected date.  This guide contains more information on how pausing works.   From Manage My Org > Global Pausing, admins can also access a couple options to pause their teams’ Flows and Groove Actions. Admins can enable Holiday Pausing for all users at an organization, or for users assigned to specific Groove Teams, to automatically pause their Flows and Actions over company-recognized holidays.  These pauses can be configured through these steps.    Admins can also enable Out of Office Detection to automatically pause a person in a Flow when an Out of Office message is detected in reply to a Flow email.  This feature can be set up through these steps.    

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Kenna
Community Manager
Kenna
Community Manager
KennaCommunity Manager
published in Product Q&A
FAQ: How does real-time auto import work? Can it be applied to specific flows?

By default, Groove scans your Salesforce instance for new leads or contacts every 3 hours and triggers an auto-import if matches are found. However, Real-Time Auto Import is an option if you want to import leads or contacts into specific Flow(s) immediately when they match the Auto-Import criteria, and this setting can indeed be applied at the Flow level! The steps that admins must follow to set up Real-Time Auto Import can be found in our knowledge base.

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Kenna
Community Manager
Kenna
Community Manager
KennaCommunity Manager
published in Product Q&A
FAQ: Can contacts who opt out of emails be removed from Flows automatically?

Our best practice recommendation to manage email opt outs is to set up an Automated Action. You can configure Groove to take action when a Contact or Lead’s email opt-out status is updated in Salesforce. In this scenario, you would probably want your admin to set up a global Automated Action to tell Groove to remove the person from the Flow so that nobody has to manually track and update flows when Contacts and Lead opt out of emails. If your team is tracking email opt outs in the default “Email Opt Out” (API Name: HasOptedOutOfEmails) field, you could set up this type of automated action like the one shown in the screenshot below.  In this screenshot, there are two automated actions configured.  One points to Leads and the other points to Contacts. If your team has worked with the Clari support team or your CSM to configure a custom field to track email opt outs, you could set up the same type of automated action.  You’d just want to select your team’s custom field where “Email Opt Ou

60
Kenna
Community Manager
Kenna
Community Manager
KennaCommunity Manager
published in Product Q&A
FAQ: Can I customize the columns in a Space?

Yep! You can add columns directly from Salesforce data or create custom fields for additional notes and collaboration in a Space. You can surface up to 15 fields in your Space at a time.   Adding a Field from Salesforce as a ColumnTo add a field on the Account or Opportunity object as a column in your Groove Space, click on the ‘gear’ icon in the upper-right corner of the space, then select the field you want to add to your Space.  The Salesforce fields that you can pull into your Space is controlled by your internal Groove admin team. If you don’t see the field you’re looking for, your Groove admin team can make it available in Manage My Org > My Org > Custom Spaces Fields from Salesforce.   Creating and Adding a Custom ColumnYou can also add custom columns to your Space by clicking the downward-facing arrow to the right of a column name, selecting ‘Add Column’, then selecting either the ‘Single Select’ or ‘Text Field’ option.  This option allows you to add either a custom pickl

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Kenna
Community Manager

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