Product Q&A

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.     

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

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

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

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

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

 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

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. 

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

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

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

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

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.

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?

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!

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.

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

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.    

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.

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

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

In your Space, click the plus icon in the upper-right corner to select the user(s) that you want to share your Space with. This allows them to view and edit the Space. It also allows them to be assigned to tasks in the Space.   

When you connect a Salesforce report to a Flow for Auto-Import, Groove will not import the same Lead or Contact twice. However, reps can manually override duplicates if necessary by manually re-importing a Lead or Contact.  If you want to prevent users from importing the same person to multiple Flows at the same time, you can enable the Flow Safety Setting to prevent users from adding someone to a Flow if they are already active in another Flow at your organization.

A recent technical issue temporarily affected email unsubscribe rates. While it’s been fully resolved, we want to be clear about what happened, the steps we took to fix it, and how we will prevent it going forward. What Happened?Between April 10 and April 23, 2025, a technical change mistakenly enabled link tracking on the unsubscribe links in email footers. This made those links appear as trackable URLs, prompting some anti-spam servers to automatically click them during routine email scans. As a result, certain contacts were unintentionally unsubscribed, and daily unsubscribe volumes temporarily spiked across the platform. How We Fixed ItOur engineering team identified the issue and deployed a fix that removes link tracking from unsubscribe links. This prevents anti-spam servers from triggering unintended unsubscribes. Additionally we have retroactively resubscribed any automatically unsubscribed contacts.Since the fix was implemented, unsubscribe rates have returned to normal across

Have you ever wondered how many of your subscribed Clari or Copilot licenses you are using?🤔 Are you over or are you underutilizing and have seats to add more reps? While you can always check with your Account Manager, here’s a quick and easy way for you as admins to get those details yourself👇Depending on the SKUs you are subscribed to per your signed order agreement, you can check the details below to learn how Clari defines a license being used for each SKU. For Clari Clari consists of modules, like “Inspect”, "Forecast" , "Analytics", “Dashboards” or “Accounts”. Your Order Agreement lists what modules you have access to and how many licenses you have available for each of those modules. You can use this to determine provisioning based on your organization’s needs, and reach out to your Account Manager should needs change.Any user with their Clari Account Status as “Registered” will be counted as a license used. You can check for this in the User Management section in Clari Studio