Clari

 While email open tracking and link click tracking are two distinct features, you must have email open tracking enabled in order to enable link click tracking. To configure your emails to track for email open and link clicks by default:  Click on the Groove Chrome extension Click the Settings icon in the upper-right corner Enable the settings under the “Email Tracking” section  Once you’ve enabled those settings, any new emails you compose from your inbox will be set to track by default.  You can still choose not to track certain emails if you’d like from within your Groove email tools.    Some organizations that are cautious about domain health may to choose to enable one or both settings depending on their current situation. For instance, if your domain is still recovering from previous issues caused by aggressive tracking, you might initially disable link click tracking and/or email open tracking until your domain health is stabilized. 

The quickest method to add someone to a Flow from an inbound email is to select the Add to Flow action directly from the inbound email. When you open an email, you can easily access someone’s Salesforce contact information via the Omnibar, and add them to the appropriate Flow directly from the Omnibar as well:  Keep in mind that when a Flow is initiated, it is treated as a new process, so the email thread sent from the Flow will not thread to the original inbound email (you can set all of the emails from the Flow to thread together, however).

Any changes that you make to the Steps in a Flow only affect contacts who have not passed that step yet. So, anybody who already received an email, for example, will not be affected if you make changes to the Template for that email step, and any people who have not received that email yet will receive the new Template moving forward!

Hello, I have been struggling to figure out activity reporting within Clari and hope the community can help. Our Business model is directly built off of team selling and our outbound efforts are a mix of SDR, AE, and leadership. So we purposefully gave all team members capture licences to ensure we are tracking all meetings/calls, regardless of if the AE is in attendance. We would like to understand specifically what are the number of engagements per account regardless of role. I would expect that if capture is collecting all activity and is pushing it to SFDC, it could also build a report with this same information. However, when I build an “All engaged” report and filter by an reps view, all the activity aside from theirs disappears. Is there an easy way to see by Rep (aka. territory) what are the active accounts and EVERYONE who is engaged in those accounts? Is there a better way to see this information? Thanks! 

Hi Team & ​@lyuda.rogers ,I've attempted my Clari certification more than 15 times, and my score consistently falls between 70-73. I’ve completed the admin course three times and am confident I’m selecting the correct answers.Could you review the test to see if there might be any issues or provide feedback on my answers?

Because Groove is directly integrated to your Salesforce instance, it pulls data directly from Salesforce contacts rather than maintaining a separate database. If a contact appears multiple times in a report, Groove will recognize the duplication and ensure they aren’t imported multiple times into a Flow.If you’re concerned about the number of Flows an individual might be active in simultaneously, or how you can get visibility into which Flow(s) an individual is currently active in or has been active in before, check out the posts below:   

If you’re looking for best practice recommendations for your Flows for CSMs, SDRs, and AEs, we recommend checking out the community resources below, or reaching out to your CSM to discuss the use cases you’re interested in! General Best Practices   Specific Use Cases    

 Groove Flows are primarily designed for one-to-one communications at scale, but you can manually CC additional recipients, including internal teammates. Simply add them to the CC field as you normally would in an email. The CC’d recipient(s) will remain included on any subsequent Flow emails unless they are manually removed from the CC line in the future.  Q: Is there a way to automatically CC an internal team member on every email in a flow?A: While there isn’t a built-in setting for this, you can achieve it via CSV import. By including a column in your CSV labeled "CC," you can specify an internal email address that will automatically be CC’d on each flow email. If you want to CC internal team member(s) on every email in a Flow step, you can include a CC (or BCC) column in a CSV import to do so. Learn more about how to import using a CSV, and how to format your column for CCing (or BCCing) recipients in the knowledge base.

 By default, your can import Contacts and Leads into however many Flows you would like. However, your team may have certain settings enabled that limit the number of Flows a Contact or Lead can be active in.  Flow Safety Setting Generally, our best practice recommendation is to limit the number of Flows that a contact is in to 1 at a time to avoid overwhelming recipients with too many touch points. When enabled, the Flow Safety feature prevents Contacts from being added to multiple flows simultaneously. If your team has Flow Safety enabled, you will see an error message if you attempt to import a Contact or Lead that is already active in another Flow.  Once the Contact or Lead completes or is removed from the other Flow they’re in, this error message will go away and you’ll be able to add them into your own Flow.   This image shows what the error message would look like to end users if the Flow Safety setting is enabled for the organization and they attempt to import a Contact or Lead

Copilot's Smart Topics, Recommended Topics, and Topic Dashboards provide a powerful suite of AI-driven features designed to help you understand customer conversations, identify key trends, and drive effective strategies. This workflow helps you move beyond basic keyword tracking to gain contextual understanding, improve decision-making, and ultimately boost your team's performance.💡Workflow Summary:By combining Recommended Topics, Smart Topics, and Topic Dashboards, you can create a powerful workflow:Start with Recommended Topics to quickly identify key areas to focus on. Use Smart Topics to refine your tracking and ensure you're capturing the nuances of your conversations. Leverage Topic Dashboards to visualize trends, segment data, and gain actionable insights to improve your sales strategies and team performance.Now let’s dive deeper into each of these features in Copilot.1. Discover relevant topics with Recommended Topics:Copilot proactively analyzes your customer calls to suggest

Hi, could you please provide access to the Clari Admin Certification?

 Managing Email Opt Outs in FlowsThere are 2 key points where Groove manages people who opt out of emails. 1. When you add people to a Flow, Groove will flag any Contacts and Leads who have opted out of email communications with a blue circle with a slash through it by default. This warning lets you know of their email opt out status so that you can decide whether you want to continue with importing them into the Flow.   In some cases, your admin team may have configured additional Import Block Rules to entirely prevent Contacts and Leads that have opted out of email communications from being imported into the Flow.  These Contacts and Leads will also have a red circle with an “x” next to their names.   2. If a person opts out while in a Flow, you will see an error message if you attempt to execute the next email step in that Flow for them. The send button will also be grayed out, preventing you from sending another Flow email to them. If this happens, we recommend removing them from t

 Groove follows best practices of Gmail and Outlook for daily email limits by capping users at 1,800 emails per day in Gmail and 4,500 emails per day in Outlook. Once you hit that limit, Groove will prevent further email sends from a Flow. These limits are intentionally lower than Gmail and Outlook’s native send limits of 2,000 and 5,000 emails per day, respectively, to ensure that users are not locked out of their Gmail and Outlook accounts even if they hit these limits in Groove.  Additionally, organizations can set their own custom daily limits to prevent excessive outreach. In Manage My Org > Users, admins can Set Email Throttle Max at the individual user level.  If you’ve got concerns specifically around Gmail’s spam detection system, you can read more about what Groove users need to know here. Additional best practices around avoiding spam filters can be found in this guide from our Knowledge Base. 

Yes! This is a common Automated Action in Groove. You can set the trigger type to On Bounce, and then choose from a few different actions: 1. Remove the contact from the flow – If the email bounced, there’s no reason to keep reaching out.2. Create a Salesforce task – You can automatically generate a task to find the correct email address (e.g., task subject: “Find New Email”).3. Move them to a different flow – If finding the right email is a frequent task, you can add them to a flow designed for that purpose.4. Update a Salesforce field – Mark the email as bounced for better reporting. You can also combine multiple of these actions together in case you’d like for there to be multiple outcomes when Groove detects an email bounce in a Flow.  This image shows an automated action where Groove will both remove a Contact/Lead from a Flow and create a new Salesforce Tasks when we detect that their email has bounced. Note: Groove detects email bounces using out background sync worker.  It can

 Yes, you can manage which phone numbers are assigned to which users in Manage My Org > Dialer > View Available Phone Numbers:  On this page, you can view all of the available phone numbers that your organization has, see which users are assigned to which numbers, and reassigned numbers to users as needed. Don’t forget to notify users of any changes that you make to their assigned phone number(s)! Tip: Filter available numbers by country or area code (e.g., searching for a California-based number with area code 408).  While Groove doesn’t currently allow state-level filtering, using area codes is the best workaround for assigning numbers based on location.

There are 2 primary ways to build a list of customers to reach out to using Groove Flows: 1. Using Salesforce Reports or List Views – If you build a report or list view in Salesforce, you can pull it directly into Groove when setting up a Flow.2. Using Groove’s Advanced Search – This allows you to filter and pull data from Salesforce without needing to create a Salesforce report. For example, if you’re hosting an event in a specific city, you can filter contacts by billing city and add them to a flow. This method is flexible and works well for quick segmentation. You can also save your Advanced Searches for future use in Groove if you plan on reaching out to the similar groups of people down the line.   You can find more details about how you can use these methods and others to add people to Flows in Groove here.

You can include your scheduler link in all your email templates within Groove. This is located in your Settings under Scheduler.  Select a meeting type (e.g. 30 minutes) from the out-of-the-box options or a customized option that you have set up, and copy the scheduler link by clicking the chainlink icon beside it. Now, you can easily add the link to an individual email, or one of your email templates so that it’s always there.  Groove syncs directly with your Outlook or Gmail account to reflect busy/free time on your calendar. If you need to set specific availability (e.g. blocking mornings) you can do that in Groove’s ‘Calendar Availability’ settings for Gmail users or Outlook’s ‘Working Hours’ settings for Outlook users.  Tip: You can learn more about how to set up and configure your Meeting Types in the Knowledge Base.  Additionally, you can insert specific times within a flow step. Just like in the inbox experience, you can now include specific times in any Groove Flow email step.

 When setting up an email step in a Flow, you can select the option to include the email in an existing thread. The Include in Thread checkbox ensures your follow-up appears as a response to the previous email in the Flow.  Note: The Include in Thread checkbox won’t appear on the first email in a Flow since there’s no prior email to thread onto, but it will be available for all subsequent steps.

We have a variety of widgets on dashboards that are grouping by a custom “Forecast” picklist field that is on all opportunities. This has five value options. They are configured in our CRM in this order:5-Raw 4-Best Case 3-Most Likely 2-Commit 1-WonNote that “1-Won” is not user-selectable but rather managed by the system and updated if/when the opportunity goes closed won.When we make a bar chart and add that to a dashboard, the appearance of the groupings by the above picklists do not appear in that order left-to-right within the bar. This is creating confusion with our users who would expect them to be sequential either left-to-right or right-to-left. Instead, they see them in a seemingly random order. 

Hi there! With meetings booked with the Groove scheduler, I’d like to send out an auto-email a day or so before the scheduled event. How can I best build that out?

Is there a way to pull the Clari AI forecast for a quarter using the API?I am successfully pulling forecast reports now but I do not have values for the AI prediction. Many thanks,Michael

Hello team,I am not able to access the Admin Certification in Clari University.Can you please provide access?Thanks,Tara 

How do I add people to groove flows from a LinkedIn Sales Navigator search?There has to be a more efficient way than manually adding each person one by one.

Groove makes it easy to review a Contact or Lead’s Groove Flow participation no matter where you’re working. You can see the complete history of what messaging a person has received in the Omnibar whether you’re working in your Inbox or in the Flows tab in the Groove web app. View all the Flows in which a Contact has ever been active in the Omnibar—including ones assigned to other team members. This helps you avoid redundant outreach and time your communication effectively.  If you search for a Contact or Lead in the global search bar at the top of the Groove web app, you’ll also see a complete history of their Flow participation.   Groove also stamps the most recent Flow on every Contact and Lead in the Last Flow Name field in Salesforce to help you report on past engagement. You can probably find this in the Contact or Lead details in Salesforce, although that depends on how your organization has decided to your team’s Salesforce page layouts. Additionally, Groove puts guardrails in

If you are the owner of the Flow, then you can delete a Flow by clicking into it, clicking the elipses in the upper-right corner, and then selecting the “Delete” option. Deleting a Flow will remove it from your Groove instance entirely.   If you are the owner of a Flow or if you have edit access to a Flow, you can archive it instead by clicking the ellipses next to the Flow, and selecting the Archive option. Archiving is useful if you want to temporarily take a Flow out of commission or if you want to be able to reference old Flows your team had used.  Note: If you have multiple flows, you can also sort and filter by archived flows to keep your workspace organized. If you use Flow Collections to group similar or related Flows together, then you can bulk archive a Collection as well as long as you are the owner of the Collection.