Journeys / Automations

Default Properties = HubSpot creates default properties in each account to store key information. Some of those properties, such as the lifecycle stage properties, are automatically populated by HubSpot. Some default contact properties cannot be edited. Instead of editing a default property, you can create custom contact properties. Some examples of default properties are Ideal Customer Profile Tier &amp; Target Accounts. <img sourceid="null" proxyname="null"> Custom Properties: Every business is unique and so is their data. In order to help with this HubSpot enables customers to create unique custom properties to store unique data of your business. An example of a custom property is Fit Score. <img sourceid="null" proxyname="null"> Why Create Custom Properties: Many companies need to create custom company properties so they can identify who they are and do further operational work such as segmenting visitors based on headcount, revenue, industry, etc. Setting Up A Custom Company Property:<ol><li>Click on the “Settings” gear icon in the top right corner.</li><li>Click on “Data Management”.</li><li>Click on “Objects” then “Companies”</li><li>Click “Manage Company Properties”</li></ol> 1-way Custom Property Sync:In addition to the default mapping you can map any custom ServiceBell property to any HubSpot property. The only condition is that the data types match (cannot map a number property to a string property for example).Due to the nature of HubSpot's API these mappings will only propagate changes in ServiceBell up to HubSpot. Any changes made to a property in HubSpot will not be reflected in ServiceBell.Instructions:<ol><li>Verify the property exists in HubSpot.</li><li>Go to the<a href="https://app.servicebell.com/settings/properties" rel="noopener noreferrer" target="_blank"> Properties Page</a> in ServiceBell.</li><li>Click "+ Add Property". A modal will appear where you can configure the custom ServiceBell property and map it to the HubSpot property.</li></ol><img sourceid="null" proxyname="null"> 2-way Custom Property Sync:There are some specially named custom properties that can be leveraged to accomplish two-way syncing between HubSpot and ServiceBell. ServiceBell is configured to track changes to properties named servicebell_sync_[1-10] on contact, company and deal objects. In order to set up a two-way sync, follow the instructions above but name the HubSpot property servicebell_sync_1. Creating a 2-way Custom Property Sync - Part 1:<ol><li>Click on “Property Settings”.</li><li>Click on “Create Property”.</li><li>Complete the “Basic Info” fields:</li><li>A. Object Type = Company</li><li>B. Group = Company Information</li><li>C. Label = Add Your Label Name</li><li> </li><li>Click on the “&lt;/&gt;” code view to change the internal name to the ServiceBell naming convention. So in this case it will be “servicebell_sync_1” if it’s your first custom property you are creating for SB. If you have already 2 custom properties, then you should name the internal name to “servicebell_sync_3”. This internal name cannot be edited later.</li></ol> <img sourceid="null" proxyname="null"> Creating a 2-way Custom Property Sync - Part 2:As you may already know, in order for us to sync data from HubSpot into SB and vice versa, we need to make sure that SB can find the internal name “servicebell_sync_1” on the property. So since we now have two custom properties we need to build a workflow to sync both custom properties together.1. Click on “Automations”.2. Click on “Workflow”.3. Create “Workflow”, click “From Scratch”, click “Company Based”, select “Blank Workflow” and “create”!4. Setup trigger &amp; click “when filter criteria is met” <img sourceid="null" proxyname="null"> <ol><li>Select property name, in this case it will be “Company Fit Score” is known.</li></ol><img sourceid="null" proxyname="null"><ol><li> </li><li>Choose the action “Copy Property Value”.</li></ol><img sourceid="null" proxyname="null"> <ol><li>Select the value or property to copy from, in this case it is “Company Fit Score”. Then “Target Object” will be “Company” and “Property to Copy to” will be “ServiceBell Fit Score”.</li></ol><img sourceid="null" proxyname="null"> <ol><li>Review &amp; Publish then toggle on “Yes, enroll existing companies…”.</li></ol><img sourceid="null" proxyname="null"> <ol><li>Make sure to enable “re-enrollment” that way the “Fit Score” is constantly updated since this is a dynamic rating we’re applying to each company.</li></ol><img sourceid="null" proxyname="null"> <ol><li>Turn on the workflow!</li></ol>

Background Information: This guide will help you better understand what are default & custom properties, as well as learning how to set them up in HubSpot to correctly sync them into ServiceBell.

Default/Custom Properties In HS

Head of Sales and Success

or already created a list of companies that are marked as target accounts.Action Items For Importing a CSV file &amp; configuring all your Target Accounts in HS:<ol><li>Select “Contacts”, then “Companies”, then “Import”. It will prompt you through a series of actions to take.</li></ol><img sourceid="null" proxyname="null"> <ol><li>Select “Import File From Computer”, then “One File”, then “One Object”, then “Companies”, then import your CSV and map the relevant fields you want populated.</li><li>Once the creation of the list is complete, you can then navigate to that list.</li></ol><img sourceid="null" proxyname="null"><ol><li> </li><li>Click on the top left checkbox to select all the companies. If you have more than 100 companies on your list, don’t forget to click on “Select All X Records”.</li><li>Click “Edit”, you’ll be then prompted to select the “property to update” field which in this case you’ll select “Target Accounts”. Apply the filter “True” and then input the total number of target account records you have in your list.</li></ol><img sourceid="null" proxyname="null"><ol><li> </li><li>To confirm that you have successfully completed the above action items you can click on one of your target account companies, navigate to “View All Properties” and search for “Target Account”. If the account populates as “True” then the setup is completed and working correctly!</li></ol><img sourceid="null" proxyname="null"><ol><li> </li></ol>

Background Information: Before you set up your target account segments in ServiceBell, we need to first confirm that you have either imported a list of your target accounts in HubSpot or already created a list of companies that are marked as target accounts.

Setting Up Target Accounts In HS

Action Items:1. Setup Clearbit/6sense - In order for the target account feature to work accurately, we’ll need to use one of the data enrichment tools provided (6sense or Clearbit) to help us identify each visitor.<img sourceid="null" proxyname="null"> 2. Click on “manage” for whichever data enrichment tool you’re using and toggle on the relevant options so we can de-anonymize your site visitors. You can select “auto-reveal” all site visitors or just select specific actions that site visitors need to take in order to reveal them under “only visitors who”.3. Now that we have completed the data enrichment setup we can finally navigate to the “Automations” tool.4. Click “Segments”.5. Create a new segment by clicking on the “+” sign and name the segment “Target Accounts”.6. Use the filter to find “Target Accounts” &amp; then select it. Then select the filter option “Is True”.7. Make sure to then toggle on either Clearbit or 6Sense below (select the data enrichment tool that you’re using!).<img sourceid="null" proxyname="null"> 8. Now that we have both data enrichment &amp; segments set up correctly we can add our segments to our journey’s. To do that, you’ll need to click on the “Starting Trigger” node at the very top.9. Use the filter to select “Segments” &amp; then select the specific segment you’d like to use (in this case it will be “Target Accounts”.<img sourceid="null" proxyname="null">

Background Information: Target accounts in HubSpot are by default setup for every HubSpot customer. So in this case you do not need to do anything on your end (within HS) as long as all your target accounts are under the “Target Account” list in HubSpot.

Setting Up Target Accounts In SB

<h2>Greet Visitors </h2>You can greet new visitors to your site, and welcome return visitors who’ve not yet engaged with your Journey. Make your engagement friendly and personalized, since it’s your first impression. Greetings generally encourage visitors to take action - either requesting a chat with an agent, booking a demo, opting-in to a gated resource, or answering qualification questions. <h2>Send a Message </h2>You may not always want to ask questions or have visitors take action, but rather, send a conversational message as they navigate your Journey. For example, make a conversation feel genuine by sending a message to users before asking your next qualification question: <img sourceid="null" proxyname="null"> <img sourceid="null" proxyname="null"> <h2>Qualify Visitors </h2>ServiceBell Journeys are perfect for qualifying visitors. Ask visitors for their:<ul><li>Name</li><li>Email</li><li>Phone number</li><li>Company name</li><li>Employee count </li><li>Use case </li><li>Interests </li><li>More </li></ul>Asking visitors for their email is the most common qualification question you’ll ask. Once a visitor submits their email, ServiceBell can:<ul><li>Add the visitor as a lead in HubSpot</li><li>Immediately populate their visitor fields with other known information from HubSpot, Clearbit, 6Sense, and more </li></ul>On top of the visitor’s email information, you can also ask: <ul><li>Custom qualification questions (fill in the blank questions)</li><li>Multiple choice questions </li></ul>Either question type can be used to populate visitor fields, and branch based on the visitor’s response. For example, let’s say you want to know how many employees your visitor’s company has, and why they’re on your site. After uncovering the visitor’s employee count, you can disqualify them, or continue the Journey and ask for their use case, all while saving their answers in ServiceBell and HubSpot contact fields, and routing to the right rep in realtime. <h2>Branching </h2>The Branch step allows you to create if, then statements based on the visitor’s segment, HubSpot information, answers to qualification questions, and more. For example, let’s ask a pricing page visitor if they want to learn more about pricing: If the visitor says yes, we’ll ask for their email before continuing the Journey, or we’ll say no worries, and end the Journey: <img sourceid="null" proxyname="null"> <img sourceid="null" proxyname="null"> <img sourceid="null" proxyname="null"> <img sourceid="null" proxyname="null"> Branch logic is helpful when you want to:<ul><li>Route a visitor to sales or deflect support questions </li><li>Qualify or disqualify visitors</li><li>Customize chatbot flows based on their interests</li></ul><h2>Offer a Meeting </h2>You can offer meetings to reps at any time in a Journey. Your organization and agent meeting events are accessible directly from the Journey builder.Once you’ve configured organization meeting event types and meeting routing rules, you can offer a meeting to website visitors. Before you create a route for meeting step, write down the key qualification criteria you need to make sure the visitor is qualified, and you know which rep is best fit to book the meeting. Make sure you have those key qualification questions answered previously in the Journey. Then, add a “Route for Meeting” step. ServiceBell uses all known visitor information to offer the right rep’s calendar to visitors, so they can book meetings on the spot. You can round robin meetings amongst a group of reps, offer the first available rep’s calendar, book group meetings with all reps, or connect visitors to a specific rep every time. <h2>Update Visitor Fields</h2>Once website visitors are de-anonymized, ServiceBell creates contacts and leads, which sync directly with contacts in HubSpot. ServiceBell visitor fields track crucial visitor information like their name, company, employee count, and more. You can create visitor fields that record answers to any custom qualification you ask in a Journey. Visitor field are used for routing to the right rep, and can map directly to HubSpot contact fields. For example, after collecting employee count, update the visitor’s Employee Count field to “11-50”. <h2>Alert Reps </h2>ServiceBell alerts reps when high-value visitors are ready for a pounce from reps. Pouncing on visitors increases conversion rates from visitor to opportunity, and closes deals faster.Lead response time has a huge impact on win rates, and there’s no faster lead response time than turning a live website visitor into a realtime sales meeting, right on your website.You can alert reps to pounce on visitors at any point in a Journey, but it’s recommended after you’ve qualified the visitor with questions and 6Sense/Clearbit Reveal data. Alert steps connect to Slack, Microsoft Teams, and Google Chrome. When visitors reach the alert step, reps are alerted and can pounce on visitors with live chat and video chat instantly, right from Slack, Teams, or Google Chrome. <h2>Create Blocks </h2>Coming soon If you’re repeating the same steps over and over again across different Journeys, building every step from scratch becomes tediousEnter <a href="https://university.servicebell.com/0981771b7da043c6a13992ed428f4613" rel="noopener noreferrer" target="_blank">blocks</a>.Blocks are like Journey step templates that you can copy and paste across different Journeys, saving you tons of time.For example, let’s say you always want to qualify new visitors before you route them to your agents.Instead of asking the same 3 questions over and over again, create a qualification block that you can re-use across multiple Journeys for new visitors.

The Journey Builder is the engine that powers ServiceBell automations. Everything from custom greetings and qualification questions, to routing and alerts, stems from Journeys. 

Journey steps are the building blocks of your Journeys. This guide walks you through every Journey step, so you can create engaging Journeys for every website visitor. 

Journey Builder Steps

<h2>Types of Journeys </h2><h3>Automatic </h3>Automatic Journeys launch without the visitor clicking anything or taking a specific action, such as submitting a contact form or clicking a button. <h3>Manual </h3>Manual Journeys launch when visitors complete a smart form on your site, or click a smart button. For example, you can launch a Form Booker Journey when visitors fill out a contact form on your site. Once they click “Submit Form”, the action can trigger ServiceBell.<h2>Creating and Ordering Journeys</h2>Navigate to Automate &gt; Journeys and click the “Create a journey” button in the top right. <img sourceid="null" proxyname="null"> <img sourceid="null" proxyname="null"> Journeys will trigger in order from top to bottom. Move high-priority Journeys to the top of the list. <img sourceid="null" proxyname="null"> You can toggle Journeys on and off by clicking the “edit” icon and toggling the Journey active or inactive.<img sourceid="null" proxyname="null"> <img sourceid="null" proxyname="null"> Make sure you name your Journeys in a manner that’s easy to identify what your Journeys accomplishes. <h2>Engage Visitors </h2>Journeys are a great way to engage website visitors, create leads, qualify leads, and connect visitors with agents for live conversations. <h3>Greet Visitors &amp; Collect Emails</h3>When new visitors arrive on your site, engage them with a custom greeting. You can send visitors targeted messages on high-value pages to convert more visitors into leads and opportunities.For example, engage pricing page visitors saying “hey, it looks like you’re interested in pricing. Want a custom plan?” When ServiceBell knows who’s visiting your site, you can include personalized fields like their first name, company, and more. When the visitor engages, ServiceBell collects their email, and automatically syncs the visitor with HubSpot. <img sourceid="null" proxyname="null"> <img sourceid="null" proxyname="null"> <img sourceid="null" proxyname="null"> <img sourceid="null" proxyname="null"> <h3>Qualify Leads</h3>Collecting emails from website visitors is great, but you want to ensure the visitor is qualified before you offer an agent’s precious time. Journeys can automatically qualify leads, so agents only spend time with VIP visitors. Every qualification question updates visitor fields upon answer, and syncs the qualification information with HubSpot. <img sourceid="null" proxyname="null"> <img sourceid="null" proxyname="null"> Before you create qualification questions in Journeys, take a moment to write down the most important qualification criteria you need to know before you can determine if the visitor is a good fit for your product or service. Some example qualification questions: <ul><li>How many employees does your company have? </li><li>What industry are you in?</li><li>What’s your use case? </li></ul>If you have Clearbit or 6Sense enabled, you may know the answers to some of these questions ahead of time, in which case you won’t need to ask so many questions in Journeys. <h3>Route Visitors</h3>ServiceBell automatically routes qualified leads to the right rep using the qualification data collected in your Journey qualification flow. After you’ve confirmed the visitor is qualified, use one of your configured route for inbound chat or route for meeting rules. You can then route visitors to the right agent or group of agents for a realtime conversation, or a meeting for later if nobody is available. <img sourceid="null" proxyname="null">

Journeys are the engine that powers every visitor interaction with ServiceBell. Journeys can send custom messages to visitors, ask qualification questions, offer meetings, and more. 

When you’re getting started, it’s best to set up Journeys for your top 2-3 most valuable pages. Some examples include:

Pricing page
Demo request page 
Product page 
Resource page 
You can create more nuanced Journeys for different pages on your site once you get comfortable with the basics.

This guide will teach you about the different types of Journeys, how to configure Journeys, and some common Journeys use cases. 

Creating a Visitor Journey

Navigating ServiceBell

<h2>Live Session View </h2>After clicking a visitor card, you’ll open their Live Session View. You can watch the visitor browse around your site in realtime. See what they see as they scroll and navigate page to page. You can even see where their cursor is pointing, a great indication of what they’re reading right now.<img sourceid="null" proxyname="null"> <h2>Visitor Information Panel </h2>ServiceBell surfaces rich information about every visitor on your site, so you can personalize every engagement, start more conversations, and convert more leads.<img sourceid="null" proxyname="null"> At the top of the visitor information panel, you’ll find the visitor’s name, location, status (online vs away), email, browser, device, and their lifecycle stage (new lead or paying customer). <img sourceid="null" proxyname="null"> <img sourceid="null" proxyname="null"> When Clearbit reveals your visitor, you’ll also see firmographic information like the visitor’s company name, website, employee count, industry, and estimated revenue. <img sourceid="null" proxyname="null"> <img sourceid="null" proxyname="null"> ServiceBell was purpose-built for HubSpot. If you have HubSpot connected to ServiceBell, you’ll see HubSpot contact and company data populating here as well.<img sourceid="null" proxyname="null"> <img sourceid="null" proxyname="null"> After HubSpot data, you’ll find a complete log of every past conversation with the visitor, along with session recordings. <img sourceid="null" proxyname="null"> <img sourceid="null" proxyname="null"> Reading through past conversations and watching past sessions gives helpful context for agents to pick up the conversation where they left off, even if it’s been a while since they spoke to the visitor, or a different agent initiated the conversation. Lastly, you’ll find a complete log of the visitor’s sessions and pages visited. Armed with past conversations, session recordings, Clearbit reveal data, browsing history, and a live view of your visitor’s screen, it’s easy for agents to personalize every conversation. <img sourceid="null" proxyname="null"> <img sourceid="null" proxyname="null"> <h2>Rules of Engagement </h2>It’s nice to enter every conversation with context, but there’s a fine line between personalized engagements and being creepy.For example, if you say “Hi John, I see you’re in London browsing on an Android device with Google Chrome, and you’ve been on our pricing page for one minute, and 37 seconds!” you can kiss your prospect goodbye. On the other hand, saying “Hi Microsoft team! I see you’ve been checking out pricing for a while now - any interest in discussing a custom plan?” you’ll likely strike up a relevant and timely conversation that turns into an opportunity. Use Live View to understand your visitor’s priorities, and tailor the conversation to their interests. For example, if a lead is looking at one of your products and reading reviews, you can assume the visitor is interested in a specific solution. When you reach out, ask questions relevant to the pains they might have, mention relevant customer stories, reference past conversations (if any), etc.

The Live View is where the magic happens. Agents can glean key information about their visitors, watch them browse, and engage in realtime. 

This tutorial walks you through everything you need to know about the Live View. 

Live View

<h2>Hours of Availability</h2>Hours of Availability settings (covered in the <a href="https://university.servicebell.com/navigating-servicebell/availability/agent-quick-start-guide#block-6d62efd945c14eadb21fbcd9177313a7" rel="noopener noreferrer" target="_blank">Agent Quick Start Guide</a>) are your first line of defense against missed calls. Agents can choose which days of the week and hours of the day they’re “online” by default. <img sourceid="null" proxyname="null"> These are typically your working hours, let’s say 9 AM - 5 PM local time as an example. ServiceBell will automatically mark agents online during their hours of availability. <h2>Availability Toggle </h2>If an agent wants to manually toggle themselves offline, they can from the dashboard. Click on the “Inbox” tab and you’ll see the “My Status” box in the middle of the screen. If you’re currently online, the toggle is on and says “Active.” <img sourceid="null" proxyname="null"> Click to toggle offline. You’ll be prompted with a pop-up that asks how long you’d like to remain offline. Choose the day and time until you’d like to return online. The same is true for manually toggling yourself online. <h2>Google Calendar Integration </h2>When you connect your Google Calendar to ServiceBell, you’ll automatically toggle offline when you’re in the middle of a calendar event, like a meeting or blocked time for deep work. This way, you don’t miss calls while you’re in a meeting with your team. <img sourceid="null" proxyname="null"> <h2>All Agents Busy </h2>When you’re actively holding a ServiceBell call with a website visitor, you’re automatically marked offline. When all agents are on ServiceBell calls or in meetings, the widget reverts to your offline mode settings (which usually allows qualified visitors to send chats and book meetings for later.) <img sourceid="null" proxyname="null"> <img sourceid="null" proxyname="null">

Availability settings let visitors know agents are online or offline. It’s important to configure your settings properly, so you don’t miss incoming calls or chats from customers. 

When agents are online, visitors will see “start call” and “start chat” buttons. It’s better to tell visitors you’re offline and book meetings for later, than to keep visitors waiting, or disappoint them when you set the expectation that someone is online, but nobody answers. 

Visitors don’t want to be kept waiting for a response to their inquiry. Luckily, ServiceBell handles availability in 3 ways, ensuring reps never miss a chat or call, and every visitor is met with an immediate response. 

Availability

Agent Set Up

VIP website visitors - especially those requesting a conversation or visiting high-value pages - are your hottest leads. Alerts let you know you must answer inbound requests or pounce on VIPs. If you don’t configure alerts properly, you’ll miss opportunities to convert qualified visitors into opportunities. <h2>Enable Alerts in Settings</h2>First, navigate to Settings &gt; Notifications and click “Enable push notifications.” <img sourceid="null" proxyname="null"> When prompted by your browser to enable notification permissions, click “Allow.” <img sourceid="null" proxyname="null"> You’ll see a confirmation box pop up that looks like this:<img sourceid="null" proxyname="null"> The test notification (on Google Chrome) looks like this: <img sourceid="null" proxyname="null"> If you don't get a test notification after enabling them, ensure your operating system allows notifications from your browser. <h2>Enabling Notifications in Your Operating System</h2><h3>Mac</h3><ol><li>Search for “Notifications” in the spotlight, or open “Notifications” from “System Preferences.”</li><li>Find your browser in the list of applications (Google Chrome, Firefox) </li><li>Ensure that “Allow Notifications” is toggled on, and that the style is either “Banners” or “Alerts.” </li></ol><img sourceid="null" proxyname="null">Send yourself a test alert by visiting a page with alerts configured. You should see something like this pop up: <img sourceid="null" proxyname="null"> <h3>Windows</h3><ol><li>Click Start &gt; Settings. </li><li>Select System </li><li>Click Notifications &amp; Actions </li><li>Toggle on Get notifications from apps and other senders </li><li>Scroll down to Get notifications from these senders </li><li>Toggle on the apps you want to get notifications from. In this case, we want to enable your browser alerts, along with Slack or Microsoft Teams, depending on which you’re using. </li></ol><img sourceid="null" proxyname="null"> Visit a page with alerts configured to fire a test alert. See if an alert banner pops up on your screen. If not, make sure you have Show notification banners turned on. <img sourceid="null" proxyname="null"> <h3>Browser Compatibility </h3>BrowserSupports Push NotificationsChrome✅ YesFirefox✅ YesSafari❌ NoMicrosoft Edge✅ YesBrave<a href="https://emojipedia.org/warning/" rel="noopener noreferrer" target="_blank">⚠️</a> Requires configuration¹Internet Explorer❌ NoiOS Safari❌ NoAndroid Chrome✅ YesAndroid Firefox ✅ Yes¹Go to brave://settings/privacy and enable "Use Google services for push messaging". Must restart browser for setting to take effect.<h2>Configure Slack or Microsoft Teams </h2>Your ServiceBell administrator will connect Slack or Teams to your ServiceBel account. As an agent, just make sure you’re in the right ServiceBell channels to receive alerts. <h2>Conclusion</h2>Alerts are paramount if you want to convert more visitors into opportunities. Without alerts configured, you’ll miss hot inbound leads that want to chat in realtime, along with prime opportunities to pounce on VIP visitors. Make sure alert banners are firing before moving on, or you likely won’t have many conversations with hot prospects on your website. <img sourceid="36f86107-9bdd-4125-b82e-89da5a469edc" proxyname="medium">

In this guide, you’ll learn how to configure alerts properly, so you never miss a qualified opportunity. 

ServiceBell University 🎓