In this article, we'll cover the basics of our integration with LeadPerfection. From what it does, to how to get started, and even frequently asked questions.
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Integration Basics
What does the integration do?
Pull Contacts: Each night at 3 am EST, Hatch will make sure that all contacts from LeadPerfection are pulled into your Hatch account and updated with the most recent information.
Push Communications: Anytime a communication such as a call, text, or email takes place within Hatch, we’ll send that information back to LeadPerfection’s Notes Section OR Call Logs.
Note: This integration does not offer Edit your Contacts at this time. If you update the First and Last Name, Email, or Phone Number in Hatch, that change will not be reflected in your CRM. Update any contact information in the CRM, and wait for it to sync back to Hatch.
What information do you pull into Hatch?
We pull in the Contact’s name, phone number, and email address to get started. This is typically what we use to put contacts into a campaign.
We also pull in any contact details you may have in LeadPerfection. This includes things like Address, Quote Amount, Sales Representative. With these details, we can make your messaging extremely customized.
Here is an example of a contact that was pulled in through the LeadPerfection integration.
How often does the integration sync?
Our integration will sync every night at 3 AM EST. Any contacts that were updated or created within the previous day in LeadPerfection will be pulled into Hatch.
A sync can always be performed from the Contacts Page in Hatch if needed.
Where do Hatch communications show in LeadPerfection?
Note: In June 2020, we updated this integration to allow for communications to be sent to the Notes Section in LeadPerfection. Previously, communications were being sent to Call Logs.
If you use LeadPerfection's Calling Queue feature, pushing Hatch communications back to Call Logs could affect your calling queue. This may or may not be what you want. Please reach out to your CSM if you have questions about what set-up to use.
Communications in Notes
When communications are sent back to LeadPerfection, they will show up in the Contact Notes Section.
The type of communication, where it occurred, who sent it, and the communication contact can be found in the Notes field.
We support the following activity types:
- Hatch Inbound Call
- Hatch Outbound Call
- Hatch Inbound SMS
- Hatch Outbound SMS
- Hatch Inbound MMS
- Hatch Outbound MMS
- Hatch Inbound Email
- Hatch Outbound Email
- Hatch Inbound Voicemail
- Hatch Inbound Missed Call
Communications in Call Logs
When communications are sent back to LeadPerfection, they will show up in the Contact Details Calls Log. Currently, we only show the activity type. For example, “Hatch Outbound Text”. We will not show the actual content of the conversation.
If you are using LeadPerfection’s Call Center feature, this setup option can have an effect on your Queue depending on your configuration.
By default, when Hatch logs an inbound message in LeadPerfection’s Call Results, the contact is set to “Active” and is deferred for 30 days (43200 Seconds). Communications logged from Hatch will either have a HI (Hatch Inbound) or a HO (Hatch Outbound) call result type.
If you have questions on updating defaults for your call results, contact our team.
Here is an example of Hatch Results showing in the Call log.
We support the following activity types:
- Hatch Inbound Call
- Hatch Outbound Call
- Hatch Inbound SMS
- Hatch Outbound SMS
- Hatch Inbound MMS
- Hatch Outbound MMS
- Hatch Inbound Email
- Hatch Outbound Email
- Hatch Inbound Voicemail
- Hatch Inbound Missed Call
Setting Up the Integration
Here’s what we need to get started:
- Create a LeadPerfection user named “Hatch” that has Admin-level access.
- Send that information to your Customer Success Manager.
- We’ll confirm with you the details of your integration, including new Call Types we’ll create if you would like Communications pushed back to call logs, and then turn on the integration for you.
In order for the integration to function properly, we'll need access to the following functions within LeadPerfection. We recommend just giving the Hatch User full admin access, but if you would like to give access for exactly what we need, see the list here.
To adjust access on a LeadPerfection User
- Log into your LeadPerfection Account from an Admin Account.
- Hover over the Security Dropdown and click User Access.
- After you have added a new user, click the Notepad Icon under Assign. Here, you will be able to adjust everything that the user has access to.
For Pulling/Syncing Contacts
- Security > Export > Start > SQL Statement option > Finish and ability to enter text in the box
For Pushing Communications to Call Logs
- Setup > Call Mgmt > Result Codes
- Setup > Call Mgmt > Call Types
- Prospects > Search > open any Contact/Prospect - in order to view Contact Details > Calls tab > “New” link must be visible
For Pushing Communications to Notes
- Prospects > Search > open any Contact/Prospect - in order to view Contact Details > Notes tab > “New” link must be visible
Creating Audiences to Add to Campaigns
After getting a CRM integration set up, the next step is to start working on creating custom audiences with your data, and then adding those contacts to campaigns.
Here’s a couple of examples of what we’ll talk about...
- Correctly defining contacts statuses in your CRM
- Identifying your call type statues
- Deciding what contact details to use in campaign language
At this time, you can ask any outstanding questions you have about the CRM set-up.
Frequently Asked Questions
Will Hatch change contact’s statuses in LeadPerfection?
We do not update any status in LeadPerfection through the integration. However, if you change the status in LeadPerfection, Hatch will update that contact’s information next time we sync (manually or at 3am EST). We recommend syncing before running campaigns just in case any status changes occurred during business hours.
How often is does the CRM sync?
We sync Hatch with your CRM every night. However, at any time, you can use the Sync Button on the contacts page to make sure you are up to date before launching contacts into the campaign.
What information is pushed back to LeadPerfection?
The only thing we push back to LeadPerfection is the communications that occurred in Hatch. This can include texts, emails, or calls. These will populate in LeadPerfection under the contact’s Call Logs.
Does Hatch affect LeadPerfection calling queues?
If you are using LeadPerfection’s Call Center feature, using the Push Communication Set-Up with Call Logs can have an effect on your Queue depending on your configuration.
By default, when Hatch logs an inbound message in LeadPerfection’s Call Results, the contact is set to “Active” and is deferred for 30 days (43200 Seconds). Communications logged from Hatch will either have a HI (Hatch Inbound) or a HO (Hatch Outbound) call result.
If you have questions on updating defaults for your call results, contact our team.
Here you can see the last result in the Call Log is a Hatch communication. This can affect your Call Queue depending on your set-up.