How Salesloft and Conversation Intelligence Write Activities to Salesforce?

If your team uses both Salesloft and Conversation Intelligence CI (fka Copilot), you may be wondering which tool writes activities to Salesforce and what happens when both are turned on. Salesloft tracks sales engagement activity. CI adds information from recorded calls, such as summaries, action items.

The main thing to decide is which tool should write each type of activity. This helps you get the data you need and avoid duplicate records.

What Salesloft writes to Salesforce

• Emails and replies, Meetings as Tasks or Events
• Dialer calls and voicemails, Tasks and notes
• Cadence and integration steps
• Call duration, disposition, sentiment, email engagement, and cadence details

Salesloft logs a meeting when it is booked and does not matter whether the meeting is recorded. It also logs dialer activity when the rep logs the call. This can include connected calls, no-answers, voicemails, and short calls. Salesloft activity sync is a good choice when you want a full record of sales activity, including emails, call attempts, meetings, and cadence activity.

What Conversation Intelligence writes to Salesforce

When a CI call finishes processing, it creates a Task in Salesforce. The Task can include:

• A link to the call recording, a smart summary, Action items and next steps, Dialer calls
• The call or meeting name, the primary rep on the call
• The matched Contact, the related Account or Opportunity
• Other fields such as topics, competitors, attendees, reps, and call time

CI writes the Task after the call has been recorded and processed. It does not write every calendar meeting. For example, an unrecorded meeting will not be written by CI. CI meeting sync is a good choice when your team mainly wants AI insights information in Salesforce.

Three ways to set this up

1. Salesloft writes the activities

In this setup, Salesloft is responsible for writing activities to Salesforce.

2. CI writes the activities

In this setup, CI is responsible for writing recorded meetings and dialer calls to Salesforce. You will not get all of the Salesloft activity, such as email tracking, unrecorded meetings, every dialer attempt, or cadence data.

3. Both systems write activities

You can use both systems, but you need to decide which one owns each activity type. If both tools write the same meeting or call, Salesforce may show two records for the same interaction.             

For example:

1. Salesloft logs the meeting when it is booked.
2. CI logs a Task after the meeting is recorded and processed.
3. Salesforce now has two records for one meeting.

You do not always need to turn one system off completely. You can turn off only the activity types that should be written by the other system.

Which system should you implement to write each activity?

Meetings

Use CI for meetings when:

• Call summaries and conversation details are important
• You want the recording linked in Salesforce
• You only need recorded meetings written back

Use Salesloft for meetings when:

• Every booked meeting should appear in Salesforce
• Some meetings may not be recorded
• Cadence information or meeting assignment fields are important

Dialer calls

Use Salesloft for dialer calls when:

• You want every call attempt logged
• You need no-answers, voicemails, and short calls included
• Disposition and sentiment are important

Use CI for dialer calls when:

• Your team uses more than one dialer
• You mainly want completed calls with recordings and summaries
• Calls are long enough to provide useful conversation information

How to turn off duplicate activity logging

You can change the settings for specific activity types in Salesloft.

1. In Salesloft, open Settings.
2. Go to CRM Sync.
3. Open the Settings tab.
4. Find Activity Logging and select Edit.
5. Turn off only the activity types that CI should own, such as meeting logging or call logging.
6. Leave email, notes, or other steps turned on if Salesloft should continue to write those activities.
7. Wait for the Saved! confirmation.

In CI, admins can stop call write-back by turning off Post Calls to CRM and Push Summaries to CRM in the admin panel.

If you only want to stop write-back for one call type, such as Salesloft dialer calls or Zoom calls, please contact Support.