Salesforce Customizations

 

While Calendly's Salesforce integration will automatically create a new lead and event when a Calendly meeting is scheduled and tie it to the Salesforce user by default, the flow is entirely customizable to meet your organizations specific needs.

Note: Customizations should only be made with the support of your organization's Salesforce Admin.

 

IN THIS ARTICLE:

• Navigating to the flow
• Assigning Leads
• Creating a Case or Task
• Updating a Case
• Creating a Contact
• Updating a Contact
• Avoid Creating Leads
• Filtering which events trigger the flow

 

Navigating to the flow

You can access the default Create Event flow by typing in flows in the Quick Find Box in the top left-hand corner of your Setup page and clicking on Workflows & Approvals>Flows.  

Note: Your organization's visual builder may be viewed in the Classic or Lightning experience. Functionality remains the same.

 

Assigning Leads

By default, the flow will look to match the email of the scheduled Calendly user to a Salesforce user. If there is no match, the owner will default to the System Admin. To change this behavior and have leads tied to another Salesforce User, then:

1. Navigate to the Create Event Flow (see above)
2. Modify the Get Record, Find User element
3. Relate the Name field to the specific Salesforce user's username

Note: The Salesforce user's name must be an exact match or the lead will not be assigned.

 

Creating a Case or Task

By default, the flow will create an event record whenever a meeting is scheduled, but you can either modify the Create Record, Create Event element to create a Task or Case instead or build upon it altogether. For example, to create an Event and a Task or Case:

1. Navigate to the Create Event Flow (see above)
2. Drag a Create Record element alongside the Create Event element
3. Fill out the necessary fields 
4. Connect the Create Event element to the Create Task (or Create Case) element

 

Updating a Case

If you add a step in the flow to create a case and an event is rescheduled and you want to relate that rescheduled event to the case, then you'll want to add an Update Record element after the Case? Decision element and fill in the necessary fields:

 

Creating a Contact

By default, the flow will create a new lead whenever a Calendly meeting is scheduled. To create a contact instead, you can:

1. Navigate to the Create Event Flow (see above)
2. Modify the pre-existing Create Record, Create New Lead element of the flow.
3. Change the values of the fields so that a new Contact is created.
4. Re-map all of the fields (FirstName, LastName, Email, Phone, etc) to the corresponding Calendly values (dictated as {!NewCalendlyAction__c})

Note: Custom fields in Salesforce can be related to the responses to Calendly custom questions 1-4 using {!NewCalendlyAction.CustomResponse1__c} through {!NewCalendlyAction.CustomResponse4__c}, respectively.

 

Updating a Contact

By default, the flow will check if a contact already exists in Salesforce. If a contact exists, then you can update the contact record with {!NewCalendlyAction} values.

1. Navigate to the Create Event Flow (see above)
2. Add an Update Record, Update Contact element to the flow
3. Add necessary fields for update, within the Update Record, Update Contact element 
4. Delete the connector from Contact? Decision element
5. Connect the Contact? Decision element with the new Update Contact element
6. Connect the Update Contact element to the Get Record, Find Publisher element

 

Avoid Creating Leads

You can modify the flow to avoid creating leads. Instead of creating a new lead when an invitee does not exist in your Salesforce CRM, Salesforce will skip the step and only create an event or another standard (or custom) object such as a task or a case. To avoid creating leads:

1. Navigate to the Create Event Flow (see above)
2. Scroll towards the right of the visual flow and locate the following elements:
   • Decision, Do we have a record? 
   • Assignment, Set Invitee Last Name
   • Decision, Invitee Last Name Exists?
   • Assignment, Set Default Last Name
   • Create Records, Create New Lead
   
3. Select and delete all 5 elements leaving only the Create Records, Create Event element behind
   
4. At the Decision, Event Owner and Decision, User Found elements, draw a line connecting them to the Create Records, Create Event element.
   Note: Failure to complete this step will result in a flow error.
   
5. Select Save As to save the modified version of a the flow. To activate the flow, select Activate.

 

Filtering which events trigger the Flow

You can modify the OnCalendlyActionCreated process via Process Builder to trigger the default (or customized flow) based on certain criteria such as Event Type name or Calendly User Name (listed in Process Builder as Event Primary Publisher Name.) To only trigger the flow for certain events, you can:

1. Type in process in the Quick Find Box via the Setup page
2. Navigate to "Process Builder" under Create>Workflows & Approvals
3. Open the OnCalendlyActionCreated process
4. Click on the Invitee.Created diamond
5. Add another row/condition where "Event Type Name" equals the Calendly Event Type Name
6. Save and Activate

For the example below, the flow will only run for events named "Discovery Call."

Note: You may have to clone the process if it's already active and modify the duplicate process.