Product Q&A

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.   

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

 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 aggreg

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.  

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

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

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

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

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 H

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 conf

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

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

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

Yes, you can bulk upload a list of contacts that are not in Salesforce yet to a Flow via a .CSV file. Groove will simultaneously create the contacts in Salesforce and add them to the Flow. You’ll want to choose the CSV Lookup tab when you go to add people to your Flow. Groove will first search for any Contacts/Leads in your CSV who do exist in Salesforce, then given you the option to create new Contacts/Leads for the people in the CSV who do not exist in Salesforce yet.  This feature is called Direct Import, and it needs to be set up by an admin. If you’re an admin and you do not see the Direct Import setting in Manage My Org, please reach out to your CSM or the Clari support team to have this feature enabled for your org.   

After creating the initial steps of your Flow, click the ellipses next to the step you want to A/B test. Then, choose Add Template to insert another template. Groove will split the contacts between the two templates for you.  

The ability to send a follow up email from the Omnibar is available to all customers who have both Groove and Copilot. You can find the AI email generation tool anywhere that you can complete email actions in Groove. One way to do this is to open the Activity tab for your contact in the Omnibar and filter for the Event activity type. You can expand any Copilot call recording that you find in the activity history to find the Send Follow Up button. In the video below, Diana walks through where you can find the Send Follow-up button as a Groove + Copilot user, and follows up with how you can generate an email action with AI.  The general email generation feature is currently rolling out in waves as we want to be sure to confirm the necess

You can track and manage email bounces with Groove. Report on Bounced Emails in SalesforceYou can leverage the data Groove writes back to Salesforce to report on bounced emails using Salesforce reports. If you have the Groove Insights package installed, Groove adds the Email_Bounce_Code__c and Email_Bounce_Code_Reason__c fields to the Activity object. When an email bounces, Groove will log the bounced email as a Task. The Subject field will contain the word “Bounced”, and the Email_Bounce_Code_Reason__c and Email_Bounce_Code__c will be populated with data if available.   You can create a Salesforce report to review all the emails that have bounced from Groove Flows. For example, you could generate a Tasks and Events report, filter it to show only Tasks where [Subject contains “Bounced”], and pull in the Email Bounce Code and Email Bounce Code Reason fields (as well as any others tha