Account Based Plays

Many organizations need to prospect to accounts instead of just specific individuals. With this release, accounts from the CRM can be enrolled directly into Plays. On each step on a Play, a rep can choose which contact to perform the action on or to just call/email the account directly.

Potential uses for Accounts in Plays:

  • A play to enroll accounts when a renewal is coming up.
  • Enrolling an account into a play when a rep doesn't know who to target.

Accounts are fully supported objects, meaning that they can be used anywhere contacts or leads are used - this includes automation rules, list view import, single import, and custom sorts.

Limitations & Considerations:

  • When an account is imported, Playbooks will import the most recently created 25 contacts on the account. If there are more than 25 needed, a rep will need to manually import the additional records.
  • When contacts are imported to Playbooks as part of an account, they are not displayed in the persons tab unless a rep imports them again.
  • If there are leads with the same company name as an account, they will be displayed on the account in Playbooks.
  • When a step is completed, the task created in the CRM is related to both the contact and the account.
  • There are now optional CRM fields that can be put on the account to track what Play and Step each account is in.
  • When an account is enrolled in a Play, the contacts associated to the account can be put into different Plays, enabling a rep to work the account one way but contacts in different sales motions.
  • Companies in Playbooks are now Accounts.
  • Person Accounts in Salesforce are not supported.

Automation Rules Enhancements

Automation rules can now use "days within" to take automated actions. For example, an organization can create an automation rule that says "Enroll all Contacts or Accounts into the Renewal Play where the renewal date is within 30 days". 

To use the new date field option:

  1. Create an automation rule and select a date field
  2. Set "is at most" as the operator
  3. Enter the number of days
  4. Choose if the days should be in the future, or in the past.

Automation rules can now be created that leverage call results. Using call results, an automation rule can be created that says things like "If a call is marked as Wrong Number, remove the prospect from the Play."

To use call results in automation rules:

  1. Create an automation rule and select "Call Dispositioned"
  2. Choose the operator (equals, not equals), and select the desired call disposition

Automation rules that look at the call result are run immediately upon a call disposition being saved in Playbooks.

Other Items Addressed

  • A new setting has been added that causes Playbooks to completely disconnect the agent leg between each call. This can be found in Settings in the Manager App.
  • Fixed an issue in Salesforce Lightning where click-to-call on a contact did not relate to an account in some situations.
  • Fixed an issue where the menu to insert an attachment into an email was getting cut off in the UI.
  • Fixed a handful of issue with the first time user experience.
  • Fixed a handful of issues around dispositioning calls.
  • Fixed an issue where pressing ALT + A clears out the email step content.
  • Reps can now select any phone number or email address on ad-hoc steps instead of just the main phone/email.
  • Added support in situations where list views in Salesforce contain a /I in the URL.
  • Blocked tasks that are due today and now displayed in the counts on the dashboard.
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