Product Q&A

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

Which of the filters include the optional Sentiment filter? For example, I know that if I select the Competitor Mentioned filter it reveals Spoken By and Sentiment fields as well. Are there other filters that have the Sentiment option?

When managing opportunities through Clari Inspect, we would like to be add a reminder/automatic to-do item for when a rep moves an Opportunity to a new stage. The reminder could show up as a pop-up or a task. We just want to remind them of certain steps that need to take place in each opportunity stage.Saw this is an article and I’m looking for direction on how Admins can set up automatic reminders or tasks.. More time selling, less time on admin: Clari automates data capture and other repetitive tasks, freeing up your reps to focus on what they do best – building relationships and closing deals.

Unable to log in to my account as okta locked me out after 6 attempts, unable to access support portal. I have a paid account, can someone from support help me?

What does the error “java.util.ConcurrentModificationException” mean when uploading a quota csv file?There was a help article I found when searching this error in the knowledge base but when I clicked on it it said the page didn’t exist: https://clari.my.site.com/customer/s/article/CSV-Quota-upload-failing

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 necessary approvals from your company for you to use this feature. While the AI-generated follow-up emails are primarily in English today, we are continuing to invest in expanding on this functionality that essentially allows you to create custom prompts, which

How do I add a timestamp to link to specific time in Copilot call recording?For example, if my call recording link is https://copilot.clari.com/call/9e5510e6-d6e1-4bd9-a62e-c2XXXXXXX, but I want to link a user to 3 minutes into the call, can I add something to the end of the URL to bring them directly to that point in the call? Can I add ?t=180s or something similar to bring users directly to that point on the call?(e.g., https://copilot.clari.com/call/9e5510e6-d6e1-4bd9-a62e-c2XXXXXXX?t=180s) If not, what is the format of the timestamp in the url for Clari Copilot?

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 that would be helpful for your reporting needs).    Check out this guide for more information on Groove’s Em

The People Page in Groove is a running list of all the Contacts and Leads you’ve touched through Groove at some point. Touches that may surface people on the People Page include:  Executing a Flow step with a Contact or Lead Sending a tracked email to a Contact or Lead Logging an email or event to a Contact or Lead  Placing a call to a Contact or Lead through the OmniDialer  If you’d like to build out a refined list of the Contacts or Leads you’re working, consider adding them to your Hotlist or importing them into a Groove Flow.  

 Admins have manual and automated options across Flows for managing people in Groove if they change ownership. If you are the owner of a Flow (or a Master Flow), then you may also have the ability to manually manage people or set up automations to manage people for those specific Flow(s) that you own. Finally, the owner of a Flow can share that Flow with other users (e.g., teammates) to grant them edit rights too. However, be cautious—if someone can edit the Flow, they can modify templates and automations in that Flow. Changing Ownership Manually Change Owner of Individual or Groups of Participants Users can open the People tab in a Flow, select the step that contains the people who need to be moved, and then select those people and choose Change Owner to manually change the owner directly from the Flow Step. To use the Change Owner feature on a Flow participant, your name must be in the ‘Added By’ or ‘Managed By’ column for that participant. There is also an option here to simply Remo

It’s been EXTREMELY difficult to get in touch with support when you’re logged/locked out of Clari. I need assistance with updating our organization’s SAML configuration since our IDP cert expired and we’re facing major lockout issues with important forecasts coming up.Please can I please kindly get some assistance with my support ticket(s).  

In co-pilot, is there a way to create sub-folders in folders. The use case is we have mutiple divisions, and within those divisions, we have sub-divisions 

 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!