Qualified Frequently Asked Questions (FAQs)

How does your integration with Salesforce work?

Qualified’s integration with Salesforce is designed to seamlessly sync your website visitor data, conversations, and campaign activities directly into your Salesforce CRM. Here’s how it works and what you can expect:

Automatic and Manual Data Sync

• Automatic Syncs: Qualified can automatically create new Salesforce Leads, update existing Lead and Contact records, and add Leads and Contacts to Salesforce campaigns. This is typically done via workflows that you configure in Qualified.

• Manual Syncs: Sales reps can also manually push new information to Salesforce from the Qualified Visitor 360 console. For example, if a rep learns new details during a conversation, they can create or update a Lead or Contact record in Salesforce with a single click.

Key Integration Features

• Lead and Contact Management: Qualified can create new Leads when a visitor is identified (e.g., books a meeting, speaks to a rep, or ends a web session) and update existing records based on new interactions.

• Campaign Attribution: You can map Qualified activities to specific Salesforce campaigns, making it easy to track ROI and pipeline impact from conversational marketing. This is set up in Settings → Integrations → Salesforce → Lead Mapping and Contact Mapping within Qualified.

• Target Account Lists: Build dynamic lists in Qualified based on Salesforce Account or Opportunity fields (including custom fields). This allows you to trigger personalized experiences for high-value accounts as soon as they visit your site.

• Related Object Filtering: Segment, route, and personalize buyer experiences using any Salesforce object directly related to your core records (Leads, Contacts, Accounts) for advanced targeting.

• Duplicate Management: Qualified uses smart logic to avoid creating duplicate records in Salesforce, prioritizing the most relevant Lead, Contact, or Account when multiple matches exist.

Logging Activities

• Emails sent via Qualified are automatically logged as Salesforce activities, and meeting bookings are logged as Salesforce events.

• Unsubscribe status and other key campaign actions are also recorded in Salesforce fields.

Setup and Configuration

• Admins connect Qualified to Salesforce via the Settings → Integrations → Salesforce menu in Qualified.

• Field mappings, campaign attribution, and workflow automations are all configurable to match your business processes.

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Syncing visitors to Salesforce

Target Account lists

Filtering by related Salesforce objects in Qualified

Campaign attribution in Salesforce

What is routing and how does it work?

Routing is the process of directing website visitors or chat conversations to the right sales representative or team based on specific rules or criteria. In platforms like Qualified, routing ensures that when a visitor initiates a chat or requests a meeting, they are connected with the most appropriate rep—whether that's someone with the right expertise, availability, or territory.

Here's how routing typically works:

• When a visitor arrives on your website and engages with chat or requests a meeting, the system checks your routing rules.

• These rules might consider factors like the visitor’s location, company size, previous interactions, or the type of meeting requested.

• Based on these criteria, the visitor is automatically routed to the best-matched rep or team.

• For example, if a visitor is routed for an inbound chat, the reps assigned by the routing rules will be notified and can start the conversation with the visitor.

• Meeting routing and scheduling features also ensure that the right sales rep connects with the right prospect at the right time, streamlining the process for both parties.

This automated approach helps maximize efficiency, ensures a better visitor experience, and increases the chances of converting leads into customers. You can either use default routing rules or customize them to fit your team's structure and goals.

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Meeting routing and scheduling

How does field mapping work with Leads and Contacts?

Field mapping for Leads and Contacts in Qualified is all about connecting the information you collect from website visitors to the right fields in Salesforce, ensuring a smooth sync and accurate data flow.

Here's how it works:

1. Mapping Data to Salesforce Fields

• Qualified’s integration with Salesforce lets you map visitor fields (like name, email, company) to Salesforce Lead and Contact fields. This is set up in your Qualified admin under Settings → Integrations → Salesforce → Lead Mapping and Contact Mapping.

• When you open the mapping page, required Salesforce fields (such as name, email, and company) are pulled in automatically. You then select which Qualified visitor field should map to each Salesforce field.

• If a Salesforce field is missing, it may be due to user permissions in Salesforce. You can adjust this in Salesforce under Setup → Object Manager → Lead/Contact → Field → Set Field Level Security.

• If you need a new visitor field in Qualified, you can create it directly from the mapping interface.

2. Handling Different Data Types

• You can map simple fields (text, email) as well as more complex types like picklists. For picklists, Qualified will pull in the allowed values from Salesforce, so you can ensure only valid options are mapped.

• Some Salesforce field types are not supported for mapping, such as lookup fields, multi-select picklists, and formula fields.

3. Campaign Attribution

• You can map Leads and Contacts to Salesforce campaigns for attribution. This is configured at the bottom of the Lead and Contact Mapping pages. Each object (Lead or Contact) must be mapped separately to your campaign.

• This ensures that when a Lead or Contact is created or updated via Qualified, it’s automatically associated with the correct Salesforce campaign for reporting and ROI tracking.

4. Syncing and Updating Records

• Qualified can create new Leads, update existing Leads or Contacts, and add them to campaigns automatically via workflows or manually by sales reps.

• When syncing, Qualified uses email address matching to determine if a visitor already exists as a Lead or Contact in Salesforce. If duplicates exist, the most recently updated record is prioritized, and Contacts are preferred over Leads if both exist with the same email.

5. Hidden and Default Values

• You can set hidden or default values for certain fields (like Lead Source) during mapping. This is useful for tracking the origin of your Leads and Contacts, such as marking them as coming from a Qualified conversation.

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Mapping data to Salesforce

Campaign attribution in Salesforce

Syncing visitors to Salesforce

How does your integration with Google Analytics work?

Qualified integrates with Google Analytics by sending both standard and custom events based on visitor interactions with your Qualified messenger. Here’s how the integration works and how you can set it up:

How the Integration Works

• Qualified can automatically send three standard events to Google Analytics:

  • Conversation Started

  • Email Captured

  • Meeting Booked

• These events are sent automatically when the corresponding actions occur, with no extra configuration needed. If you want to track additional touchpoints, you can add custom events within your Qualified Experiences. For example, you might want to track when a visitor downloads content or when a Salesforce lead is created. You simply add a "Track Event" step in your Experience at the relevant point, name the event, and save it. This event will then be sent to Google Analytics when triggered.

Setting Up Google Analytics 4 (GA4) Integration

• If you’re using Google Analytics 4 (GA4) with Google Tag Manager (GTM), you’ll need to do some additional setup to capture Qualified’s events:

Create a Trigger in GTM

• Go to the Triggers section and create a new trigger of type "Custom Event."

• Set the event name to ga_event.

• The trigger should fire on all custom events.

Create a GA4 Tag

• Create a new tag of type "Google Analytics: GA4 Event."

• Set the configuration tag to your GA4 event.

• Enter ga_event as the event name.

• Add two event parameters: qualified_category and qualified_action, which will be populated by Qualified.

Create Data Layer Variables

• In GTM, create two data layer variables named action and category.

• Label them as "Qualified Action" and "Qualified Category" respectively.

Create Custom Dimensions in GA4

• In your GA4 admin portal, create custom dimensions for "Qualified Action" and "Qualified Category" using the event parameters above.

Reporting

• Use GA4’s Explore Reports to view and analyze the events sent from Qualified.

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Sending events to Google Analytics and Facebook

General experience actions: Track an Event

How to trigger manual experiences?

You can trigger manual experiences in Qualified in a few different ways, depending on your needs. Here’s a quick overview of the main methods:

1. Using a CSS Selector

• You can set up a manual experience to trigger when a visitor clicks a specific element on your website, such as a button or link. This is done by assigning a unique CSS selector (like a class, ID, or href attribute) to the element. When the element is clicked, the experience will launch—just make sure the Qualified JavaScript is installed on the page.

• CSS class selector: .your-class-name

• CSS ID selector: #your-id-name

• Href attribute selector: [href="your-unique-link"]

• You’ll add your chosen selector as the trigger in the experience settings. For more details and examples, check out the manual experiences documentation.

2. Triggering via URL Parameter

• You can also trigger a manual experience by sending visitors to a URL with a special parameter. This is useful for links in emails or QR codes. The format is:

• https://yourdomain.com/?q_showExperience=experience-XXXXXXXXX

• Replace experience-XXXXXXXXX with your actual experience ID, which you can find in the Qualified experience builder under “API NAME.” When someone visits this URL, the specified experience will launch automatically.

3. Using the Client-Side API

• If you want to trigger a manual experience programmatically (for example, after a custom event on your site), you can use the Qualified client-side API:

• const api_name = 'experience-123456';

• qualified('showExperience', api_name);

• Just replace experience-123456 with your experience’s API name. This method gives you full control to trigger experiences based on any logic you define in your site’s JavaScript.

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Building manual experiences guide

Client-side API documentation

How to setup block experiences?

To set up block experiences in Qualified, you'll want to use "blocks," which are reusable groups of experience actions that can be inserted into multiple experiences. This helps you streamline your workflows and maintain consistency across different experiences.

Here's how you can get started:

• What is a Block? A block is a grouped set of experience actions that you can reuse in multiple experiences. For example, if you have a set of steps you want to use in several different experiences (like collecting visitor information or qualifying leads), you can create a block for those steps and insert it wherever needed.

How to Set Up and Use Block Experiences

• Create a Block: In the experience builder, you can create a new block by grouping together the actions you want to reuse.

• Insert a Block: When building or editing an experience, add a "Run a Block" action at the desired step. This will let you select from your existing blocks and insert the grouped actions into your experience.

• Edit and Manage Blocks: You can update a block at any time, and those changes will automatically apply to every experience where the block is used.

Blocks are especially useful for standardizing processes and saving time when you need to make updates across multiple experiences.

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General experience actions: Run a Block

Configuring reusable experience blocks

What are the minimum access required at the Object and Field level to connect Salesforce?

To connect Salesforce securely and effectively, you should grant your integration user only the minimum object and field-level access needed for the integration to function. Here’s a summary of the recommended minimum permissions:

Object-Level Access

• Leads: Read, Create, Edit

• Contacts: Read, Edit

• Accounts: Read, Create, Edit

• Opportunities: Read

• Campaigns: Read, Edit

• Objects related to Leads, Contacts, Accounts: Read

Field-Level Access

• The integration user must have Read access to all fields that the integration needs to reference, and Edit access to all fields that will be updated.

• Start by granting Read access to all standard and custom fields on supported objects (Leads, Contacts, Accounts, Opportunities, Activities, Campaigns, Campaign Members).

• Narrow down Edit access only to the fields that will be written to during normal operation (for example, Lead Status, Owner, or Campaign Status).

• For dashboard features, ensure Read access to specific fields like LastModifiedDate, Id, Website, Name, Owner.Name (Account object) and Id, Name, StageName, Amount, CloseDate, IsClosed, CreatedDate, AccountId (Opportunity object).

General Permissions

• Marketing User: Checked

• API Enabled: Checked

• Access Activities: Checked

• Edit Events & Tasks: Checked

• View and Edit Converted Leads: Unchecked

Related Object Filtering

• Read access to metadata objects: EntityDefinition, FieldDefinition, EntityParticle, PicklistValueInfo

It's best practice to create a dedicated integration user with a custom profile or permission set, following the Principle of Least Privilege. This ensures security and makes it easier to audit changes made by the integration.

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Connecting to Salesforce

Why a session isn't showing in Analytics?

If a session isn't showing in Analytics, there are a few things you might want to check:

• Make sure you're looking at the correct date range and version of your experience. Sometimes, if your experience version is too new or the date filter is set incorrectly, numbers (including sessions) may not appear. Try selecting an older version or adjusting your date range to see if the session appears.

• Sessions are defined as every time a visitor is on the website, ending after 60 minutes of inactivity or if the visitor leaves for at least five minutes. If a visitor returns after that, it counts as a new session. Double-check that your session fits this definition.

• In dashboards, you can click on the numbers in each tile to drill down into the related report and see the sessions that correspond to that metric. If you don't see the session, it may not meet the criteria for the tile or report you're viewing.

• Data is only available for the previous 18 months. Any data prior to that won't be displayed in the app.

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Create custom dashboards

How to connect Salesforce when SSO in Salesforce is configured?

To connect Salesforce when SSO (Single Sign-On) is configured, you'll generally follow the standard Salesforce connection process, but with a couple of important notes for SSO environments:

Steps to Connect Salesforce with SSO Enabled

• Click ‘Connect to Salesforce’ in your integration or user setup area.

• Log in with your Salesforce credentials. If your company uses SSO, you'll be redirected to your Identity Provider (like Okta, Azure, or OneLogin) to authenticate.

• If your company uses a custom Salesforce domain, select ‘Use Custom Domain’ and enter your domain before logging in. This ensures the SSO flow is triggered correctly.

• Once authenticated, the connection will be established and your Salesforce data will sync as expected. If you’re an admin, you may want to use a dedicated integration user for this connection.

Special Notes for SSO Environments

• If your organization uses SCIM with SSO for user provisioning, new users should be added from your SSO provider (not by direct invite in the app).

• For integrations like Pardot (Account Engagement), ensure your integration user is linked and SSO-enabled in Salesforce. This SSO link is essential for the platforms to communicate.

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Configuring Okta SSO

Configuring Google SSO

Advanced Frequently Asked Questions (FAQs)

Salesforce Integration & Sync Failures

Cases involve errors when connecting to new Salesforce instances, "invalid cross-reference ID" errors, and failures to sync leads, tasks, or events. Many issues were triggered by customers migrating to new Salesforce versions or OAuth approval processes.

Here’s how you can approach solving Salesforce integration and sync failures, especially when dealing with new Salesforce instances, "invalid cross-reference ID" errors, and issues syncing leads, tasks, or events—often triggered by migrations or OAuth approval changes.

Troubleshooting Salesforce Integration & Sync Failures

1. Confirm Integration User Permissions & Connection

• Ensure your Salesforce integration user has the correct permissions. This includes API Enabled, Marketing User, and the right object-level permissions (Leads, Contacts, Accounts, etc.).

• After migrations or OAuth changes, re-authenticate the integration user in Qualified: Go to Settings → Integrations → Salesforce → Connection and reconnect using the dedicated integration user’s credentials. You may need to use the "Use Custom Domain" option during login.

• Check that the integration user is not missing any required permissions after a Salesforce version upgrade or profile change. Missing permissions can cause sync failures or errors when creating/updating records.

• Review any custom validation rules or automation (like Apex triggers or flows) in Salesforce that might block record creation or updates by the integration user.

2. Addressing "Invalid Cross-Reference ID" Errors

• This error typically means a referenced Salesforce record (like a Lead, Contact, or Account) does not exist or is not accessible to the integration user.

• Check your field mappings in Settings → Integrations → Salesforce → Lead Mapping to ensure all referenced fields and IDs are valid and accessible.

• If you recently migrated or changed Salesforce instances, verify that all referenced record IDs in your workflows and mappings are still valid in the new org.

• For more on mapping and field access, see Mapping data to Salesforce.

3. Sync Failures for Leads, Tasks, or Events

• Check that your workflows include a Push to an external system step targeting Salesforce. If this step is missing, records won’t sync.

• If leads or updates aren’t appearing in Salesforce, test your workflow in an incognito browser. Create a new lead, then try updating it with the same email to confirm updates are working.

• Go to Settings → Integration → Salesforce → Lead Mapping and verify that all necessary fields are mapped and accessible.

• If you use a marketing automation platform as an intermediary, check that its connection to Salesforce is healthy and not causing sync issues.

4. After Salesforce Migrations or OAuth Changes

• Always re-approve OAuth permissions for the integration user after a migration or major Salesforce update.

• Double-check that all field and object mappings are still valid, as Salesforce IDs and field access can change during migrations.

• Update any custom workflows or automations that reference old Salesforce record IDs.

5. General Best Practices

• Use a dedicated integration user for Qualified with only the necessary permissions (Principle of Least Privilege).

• Regularly update field mappings in Qualified after any changes to Salesforce fields or page layouts.

• Review and update IP restrictions if you use them for API access.

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Mapping data to Salesforce

Syncing visitors to Salesforce – Troubleshooting

Connecting to Salesforce

Meeting Booker & Calendar Connection

Frequent reports of the meeting booker "hanging" on a loading screen, failing to show availability despite connected calendars, and "Broken Connection" errors for Microsoft/Outlook/Teams. There are also reports of "ghost meetings" booked with no attendees.

Here’s how you can approach troubleshooting and resolving issues with Meeting Booker, calendar connections, and the related errors you described:

1. Meeting Booker "Hanging" or Not Showing Availability

• Check Calendar Connection Status: Ensure that the user's calendar (Google, Microsoft, Outlook, or Teams) is properly connected. Sometimes, the connection may appear active but has expired or lost permissions. Re-authenticating the calendar connection can often resolve this issue.

• Browser Troubleshooting: Clear browser cache and cookies, or try using an incognito/private window. Browser extensions or outdated browsers can sometimes interfere with Meeting Booker functionality.

• Network Issues: Confirm that there are no network restrictions or firewalls blocking the connection to the calendar provider’s API.

2. "Broken Connection" Errors for Microsoft/Outlook/Teams

• Re-authenticate the Calendar: If you see a "Broken Connection" error, disconnect and then reconnect the Microsoft/Outlook/Teams calendar. This process refreshes the authentication tokens and permissions.

• Check Permissions: Make sure the app has the necessary permissions to access the calendar. Sometimes, organizational policies or admin settings can revoke or restrict access.

• Update Integration Settings: If your organization uses Microsoft 365, ensure that the integration settings are up to date and that any required admin consent has been granted.

3. "Ghost Meetings" Booked with No Attendees

• Review Booking Flows: Ghost meetings can occur if a booking is initiated but not completed, or if there’s a sync issue between the booking tool and the calendar provider.

• Check for Sync Delays: Sometimes, there may be a delay in syncing between the booking tool and the calendar, leading to meetings appearing without attendees.

• Audit Calendar Events: Review the calendar for any recurring issues or patterns with ghost meetings. Deleting these events and monitoring for recurrence can help identify if the issue persists.

Routing Logic Discrepancies

Multiple escalations regarding visitors being routed to the wrong representative. This includes failure to respect Salesforce Account Ownership, incorrect regional/territory routing (e.g., APAC leads going to AMER reps), and uneven distribution in Round Robin queues.

To address routing logic discrepancies like failures in respecting Salesforce Account Ownership, incorrect regional or territory routing, and uneven Round Robin distribution, you’ll want to take a systematic approach. Here’s how you can go about solving these issues:

1. Review and Audit Current Routing Rules 

• Start by auditing your existing routing rules and logic. Check for any misconfigurations or outdated criteria that might be causing leads to be assigned incorrectly. For example, ensure that your rules for regional or territory assignment (like APAC vs. AMER) are up to date and accurately reflect your current sales structure.

2. Validate Account Ownership Logic 

• Make sure your routing logic is set up to respect Salesforce Account Ownership. This often involves checking that your assignment rules or flows are referencing the correct owner fields and that any custom logic (like Apex triggers or flows) is not inadvertently overriding ownership assignments.

3. Check Regional/Territory Criteria 

• For regional or territory routing, verify that the criteria used (such as country, state, or custom region fields) are mapped correctly to the intended queues or reps. If APAC leads are going to AMER reps, double-check the field values and the logic used to parse them.

4. Analyze Round Robin Distribution 

• If you’re seeing uneven distribution in Round Robin queues, review the logic or automation (such as assignment rules, flows, or third-party tools) responsible for the distribution. Look for issues like:

  • Stale or inactive users in the queue

  • Logic that skips certain users

  • Manual overrides that disrupt the rotation

5. Test with Sample Records 

• After making adjustments, test your routing logic with sample records representing different scenarios (e.g., different regions, account owners, etc.) to ensure the logic works as expected.

6. Monitor and Iterate 

• Set up monitoring or reporting to track routing outcomes over time. This helps you quickly spot and address any new discrepancies that arise.

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Salesforce Lead Assignment Rules

Email Campaign Enrollment and Deliverability

Cases where prospects were not correctly enrolled in AI email campaigns despite meeting criteria, or conversely, being added to campaigns they should have been excluded from (e.g., existing customers receiving prospect outreach).

Here’s how you can approach solving issues with email campaign enrollment and deliverability, especially in cases where prospects are incorrectly included or excluded from AI-driven campaigns:

1. Review Enrollment Criteria and Segmentation 

• Start by double-checking the logic and filters used to enroll prospects in your campaigns. Make sure your segmentation rules accurately reflect who should be included or excluded. For example, if existing customers are receiving prospect outreach, verify that your filters are correctly identifying and excluding them based on up-to-date customer status fields.

2. Audit Data Sources and Syncs 

• Enrollment issues often stem from data mismatches or sync delays between your CRM and the email campaign tool. Ensure that:

  • The data fields used for segmentation (like customer status, lifecycle stage, etc.) are consistently updated and mapped between systems.

  • Any integrations or syncs are running as expected and not missing updates that could affect enrollment.

3. Check Campaign Logic and Triggers 

• Review the campaign’s trigger logic. Sometimes, prospects are enrolled or excluded due to misconfigured triggers or automation rules. For example, if a campaign is set to enroll anyone who fills out a form, but there’s no check for existing customer status, customers may be mistakenly added.

4. Use Suppression Lists and Exclusion Rules 

• Implement suppression lists or explicit exclusion rules to prevent certain contacts (like current customers) from being enrolled in prospect campaigns. Regularly update these lists to reflect changes in your database.

5. Monitor Deliverability and Enrollment Reports 

• Leverage reporting tools to monitor who is being enrolled and who is receiving emails. Look for anomalies, such as spikes in customer complaints or unexpected enrollment numbers, which can indicate issues with your logic or data.

6. Test with Sample Data 

• Before launching or updating campaigns, test enrollment logic with sample data sets. This helps catch edge cases where prospects might be incorrectly included or excluded.

Summary - To solve these issues, focus on tightening your segmentation and exclusion logic, ensuring data consistency across systems, and regularly auditing both your enrollment rules and deliverability reports. This will help prevent prospects from being incorrectly enrolled or excluded from your AI email campaigns.

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Email Campaign Enrollment Troubleshooting

Email Deliverability Best Practices

SSO & Access Management

Technical difficulties with Single Sign-On (Azure/Okta) setup, expired activation links, and users being unable to log in via the Desktop App while the browser version works. There is also a recurring need for bulk username updates and profile permission adjustments.

Here’s a practical approach to tackling SSO and access management issues, especially with Azure or Okta, and handling user management tasks like bulk updates and permission changes.

1. Troubleshooting SSO (Azure/Okta) Setup Issues

• Double-check your SSO configuration in both your identity provider (Azure AD or Okta) and your application’s admin console. Ensure that the SAML or OIDC settings (like redirect URIs, entity IDs, and certificates) match exactly between both systems.

• If users can log in via the browser but not the Desktop App, confirm that the Desktop App supports your SSO method and is updated to the latest version. Sometimes, desktop clients require additional configuration or may not support certain authentication flows that browsers do.

• For Azure AD, make sure the application is registered correctly and that users/groups are assigned to the app. For Okta, verify that the correct sign-on policies and assignments are in place.

• Review logs in both your identity provider and your application for error messages. These often point directly to misconfigurations or missing permissions.

• If you’re seeing expired activation links, check the validity period set for activation or invitation links in your identity provider or application settings. You may need to resend invitations or adjust the expiration policy.

2. Handling Expired Activation Links

• Resend the activation or invitation link from your admin console. Most platforms allow you to regenerate and resend these links.

• Advise users to complete the activation promptly, as links are often time-limited for security reasons.

3. Users Unable to Log In via Desktop App

• Ensure the Desktop App is up to date.

• Check if the app requires any additional configuration for SSO (such as custom protocol handlers or specific redirect URIs).

• If the browser login works but the Desktop App does not, compare the authentication flows and look for differences in how tokens or cookies are handled.

4. Bulk Username Updates and Profile Permission Adjustments

• Use the bulk user management features in your admin console. Many platforms allow you to upload a CSV file or use an API to update usernames and permissions in bulk.

• For profile permission changes, group-based access control is recommended. Assign users to groups/roles and manage permissions at the group level for easier administration.

• Always test bulk changes with a small group before applying them organization-wide to avoid accidental lockouts or permission issues.

Summary

• Carefully review and match SSO configurations between your identity provider and application.

• Address expired links by resending them and adjusting expiration settings if needed.

• For Desktop App login issues, ensure compatibility and up-to-date software.

• Use bulk management tools or APIs for large-scale username and permission updates.

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Configuring Okta

Configuring Azure

Smart Form & Manual Experiences

Issues where the Qualified experience fails to fire after a website form submission. This often involves "Smart Forms" not capturing data in production environments or "Manual Experiences" failing to load (perpetual spinning wheel).

If your Qualified experience fails to fire after a website form submission—especially with "Smart Forms" not capturing data in production or "Manual Experiences" showing a perpetual spinning wheel—here’s how you can troubleshoot and resolve these issues:

1. Ensure Proper JavaScript Snippet Installation

• Both the page containing your form and any redirect/thank-you page must have the main Qualified JavaScript snippet installed. If the snippet is missing on either page, the experience will not trigger as expected. Double-check that the snippet is present and loading correctly on all relevant pages. Qualified JavaScript Snippet Installation

2. Correct Use of Qualified API Calls

• For custom forms (not built in Pardot, Marketo, or HubSpot), you need to implement two Qualified API calls in your JavaScript:

• saveFormData: Captures form data on submission. This should be called when the form is submitted, mapping your form fields to Qualified visitor fields (at minimum, capture the email address).

• showFormExperience: Triggers the Qualified experience after a successful form submission. For forms that redirect, place this call on the destination page. For AJAX forms, call it after a successful response.

• If either of these calls is missing or misconfigured, the experience may not fire or data may not be captured. Custom Form Experience Triggers

3. Sample Implementation

• Here’s a basic example for a custom form:

<script>

window.addEventListener("submit", (e) => {

if (e.target.matches("#demo-form")) {

const formData = new FormData(e.target);

qualified(

"saveFormData",

{

"email": formData.get("email"),

"city": formData.get("input_1"),

"company": formData.get("company"),

}

);

}

});

</script>

After a successful submission:

<script>

qualified("showFormExperience", "experience-1234567890");

</script>

Replace experience-1234567890 with your actual experience ID.

4. Troubleshooting Perpetual Spinning Wheel (Manual Experiences)

• A spinning wheel often indicates that the Qualified JavaScript is not loading, or the required API calls are not being made. Check for:

• JavaScript errors in the browser console

• Network issues blocking the Qualified script

• Correct placement and timing of showFormExperience

5. Additional Tips

• For production environments, ensure no ad blockers or browser extensions are interfering with script execution.

• Test in an incognito window to rule out caching or extension conflicts.

• Review your form’s redirect logic—if the redirect happens before the Qualified script runs, the experience won’t fire.

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Custom Form Experience Triggers

Analytics and Reporting Data

Reports of the home screen statistics being broken ("error loading results"), discrepancies between Qualified data and Salesforce/Marketo data, and "not set" values appearing in Google Analytics events.

Here's how you can approach and troubleshoot common issues with Analytics and Reporting Data in Qualified, including home screen errors, data discrepancies with Salesforce/Marketo, and "not set" values in Google Analytics:

1. Home Screen Statistics Showing "Error Loading Results"

• If you're seeing errors like "error loading results" on the home screen statistics, this typically points to a temporary issue with data loading or connectivity. Here are some steps to try:

• Refresh the page to see if the error resolves itself.

• Check your internet connection and ensure you’re logged in with the correct permissions.

2. Discrepancies Between Qualified Data and Salesforce/Marketo

• Discrepancies can occur due to differences in data mapping, sync timing, or field configurations. Here’s how to address them:

• Check Field Mapping: Ensure that visitor fields in Qualified are correctly mapped to your Salesforce or Marketo fields. Qualified supports bi-directional sync, but existing records in Salesforce/Marketo take precedence—even if they are blank. Review your mapping settings and update as needed.

• Review Prefill Logic: If a field is blank in Salesforce/Marketo, you can configure Qualified to either keep the blank value or use the next available data source. Adjust these settings in the Visitor Fields section.

• Sync Timing: Data may not sync instantly. Allow some time for updates to propagate between systems.

• Manual Overrides: Check if any fields were manually updated by reps, which can override automated data.

3. "Not Set" Values in Google Analytics Events

• "Not set" values in Google Analytics usually mean that the expected parameter (like UTM or GCLID) was missing from the URL or not captured correctly. To resolve this:

• Ensure Proper URL Tagging: Make sure your marketing URLs include all necessary UTM parameters or GCLID for Google Ads tracking.

• Map UTM and GCLID Parameters: In Qualified, create visitor fields for each UTM parameter you want to track, and map them to the corresponding Salesforce fields. This ensures the data is captured and passed through correctly.

• Check Google Tag Manager (GTM) Setup: If you’re using GA4, ensure your GTM container is configured to capture custom events from Qualified. You may need to set up custom triggers and data layer variables for Qualified events.

Summary

• Refresh and check permissions for home screen errors.

• Review and adjust field mapping and prefill logic for data discrepancies.

• Ensure proper URL tagging and GTM setup for Google Analytics "not set" issues.

Qualified University Resources (login available to existing Qualified customers only)

Mapping Visitor Fields to Salesforce or MAP Troubleshooting Incorrect Visitor Identification

custom dashboards and analytics

Bot & Spam Prevention

A rising theme of "spam" meetings being booked by bots using repetitive or fake domains (e.g., @yoo.com). Customers are requesting better block-list functionality and ways to prevent "gibberish" lead submissions.

Here's how you can address bot and spam prevention—especially for issues like spam meetings booked by bots using fake or repetitive domains, and requests for better block-list functionality and prevention of "gibberish" lead submissions:

1. Block Personal and Suspicious Email Domains

• Qualified allows you to block personal email domains (like @gmail.com, @yahoo.com, etc.) from being used in lead submissions. When building an experience (such as a form or chat flow), you can enable a setting to require a business email address. If a visitor enters a personal email, the system will prompt them to provide a business email instead. This helps reduce spam from bots using common free email providers.

• You can configure this in two main places:

  • In Experiences: When using the "Ask a question → Populate a field" action, check the box to block personal email addresses.

  • Via AI SDR Agent Configuration: In AI Studio, under Field Collection, you can set whether the AI SDR agent will accept personal email addresses.

• A comprehensive list of blocked personal domains is maintained and updated by Qualified, covering most major free and disposable email providers. See the full list and setup instructions here.

2. Email Address Validation and Blocklists

• Qualified performs email address validation before enrolling leads into campaigns or sending emails. This includes:

  • Checking against an internal allow/blocklist.

  • Syntax and formatting checks.

  • Real-time validation via a third-party service to flag risky, disposable, or invalid addresses.

  • Addresses that fail validation are suppressed and not added to campaigns. You can also manage your own allow/blocklists for more granular control. Learn more about email validation and blocklists.

3. Preventing Gibberish and Low-Quality Submissions

• While the primary focus is on email validation, using field validation and required fields in your forms or chat experiences can help prevent "gibberish" submissions. For example, you can:

  • Require certain fields (like name, company, etc.) and set validation rules.

  • Use picklists or dropdowns instead of free-text fields where possible.

  • Re-prompt users if their input doesn't meet basic criteria.

4. Shared Suppression System

• Qualified maintains a global suppression list. If an email address is identified as invalid or risky (e.g., due to hard bounces or known spam behavior), it is blocked from all Qualified accounts, helping to prevent repeated spam attempts across customers. Read about the shared suppression system.

5. Monitoring and Analytics

• You can monitor spam and suspicious activity through analytics and reporting features. For example, AI Goal Reporting now categorizes conversations into Sales, Support, or Spam, giving you better insight into the nature of your inbound activity. See more about conversation categorization.

Qualified University Resources (login available to existing Qualified customers only)

Blocking personal email domains

Qualified’s Email Deliverability Guide

System Latency & Performance Stability

Escalations regarding the Qualified app being slow to load, "lagging" for reps during live chats, and in-app notifications being delayed or batched and sent all at once. High-volume accounts reported widespread load issues impacting live traffic views.

Here's how you can approach solving issues related to system latency and performance stability in the Qualified app, especially when facing slow load times, lag during live chats, and delayed or batched notifications—issues that can be especially noticeable for high-volume accounts:

1. Review JavaScript Snippet Installation and Placement

• Ensure the Qualified JavaScript snippet is installed on all relevant pages of your website, including marketing sites, landing pages, and blogs. Missing the snippet on some pages can cause inconsistent behavior and slow load times for the Qualified app.

• Placement matters: The snippet should be placed just before the end of the <head> section for optimal performance. Avoid loading it through Google Tag Manager (GTM) if possible, as GTM can delay the loading of Qualified by up to 10 seconds, especially if there are many tags or if GTM is loaded late in the page sequence.

• If you must use GTM, be aware that it can cause slow load times and may result in some users not receiving Qualified experiences due to ad-blockers. Direct installation in the <head> is recommended for best performance.

• For Single Page Applications (SPA), ensure you trigger qualified("page"); on every route change to keep the app responsive.

2. Understand How Qualified Loads

• The Qualified JavaScript fires asynchronously after first content paint, so it should have negligible impact on your site's initial load time. However, if you notice delays, double-check that no other scripts or tag managers are blocking or delaying its execution.

• All subsequent loading for personalized experiences also happens asynchronously, minimizing performance impact.

3. Notification Delays and Batching

• Delayed or batched in-app notifications can be a symptom of network issues, browser restrictions, or the Qualified app being loaded late (see above).

• Make sure reps have enabled browser notifications and that their computers are not going idle or losing internet connection, as this can cause them to be marked unavailable and miss real-time alerts.

• For high-volume accounts, ensure that notification settings are optimized and that reps are using the desktop or browser app (not mobile) for the most reliable real-time experience.

• Notification setup: Chat user setup guide – Enable notifications

4. Live Chat and Traffic View Performance

• Widespread load issues in live traffic views can be related to the volume of concurrent sessions. Make sure your website and Qualified are not being throttled by browser or network limitations.

• For high-traffic sites, consider segmenting traffic or using Live View block lists to exclude certain pages or subdomains from real-time monitoring, which can reduce load and improve performance for reps.

• Live View block list: Live View Block List

5. General Troubleshooting Steps

• Test the Qualified installation in an incognito window to rule out browser extensions or cache issues.

• Check for any network issues or firewall rules that might be interfering with real-time connections to Qualified servers.

• Ensure all reps are using the latest version of the Qualified desktop or browser app for best performance.

Summary - Most latency and performance issues with Qualified are related to how and where the JavaScript snippet is installed, how notifications are configured, and the volume of real-time data being processed. Direct installation of the snippet in the <head>, proper notification setup, and using block lists for high-traffic pages are key steps to improving stability and responsiveness.

Qualified University Resources (login available to existing Qualified customers only)

Add Qualified to your website

Chat user setup guide – Enable notifications

Live View Block List

Chat user setup guide