Externally Share a Conversation

Overview

Without the ability to easily share a conversation with prospects and customers, sellers face several challenges that can slow down the sales cycle and introduce friction in communication:

  1. Misalignment of Information: Important details or agreements discussed during a meeting can be forgotten or misinterpreted. If the seller can’t easily share a conversation, both prospects and customers may leave with different takeaways, leading to confusion and longer back-and-forth communication.

  2. Wasted Time Recapping: Sellers often need to spend time recapping key points in follow-up communications. Rehashing what was discussed in previous calls can slow down deal progress, especially if multiple decision-makers are involved who weren’t part of the initial conversation.

  3. Lack of Accountability: Without shared recordings, commitments made during a conversation can be overlooked or forgotten. Having the ability to review a conversation ensures accountability and follow-through, particularly in complex sales cycles involving multiple stakeholders.

  4. Lost Momentum: If a seller can’t share a conversation, it becomes harder for everyone to stay on the same page. The delay in clarifying key points or re-engaging prospects often leads to lost momentum, and opportunities can stagnate or slip through the cracks.

How Sharing Conversations Provides Value to Sellers:

By enabling sellers to quickly and easily share conversation recordings with prospects and customers, it helps ensure everyone is aligned and accelerates the sales cycle in several key ways:

  1. Clear and Consistent Communication: Sellers can provide a single source of truth by sharing a recorded conversation, ensuring that all parties have the same understanding of what was discussed and agreed upon. This minimizes the risk of miscommunication and reduces the need for follow-up clarification emails or meetings.

  2. Faster Decision-Making: When decision-makers who may not have been present in the original conversation have access to the recording, they can catch up on key details quickly, allowing for faster decisions and shorter sales cycles.

  3. Enhanced Trust and Transparency: Sharing conversations fosters trust, as it demonstrates a willingness to be transparent with the customer. By giving them full access to what was discussed, sellers show they have nothing to hide, which can improve the relationship and lead to smoother negotiations.

  4. More Effective Follow-Up: Sellers can tailor their follow-up more precisely when all parties have access to the same conversation. They can reference exact points made in the call, address specific concerns or questions raised, and focus on advancing the deal rather than rehashing previous conversations.

  5. Increased Efficiency for Sellers: Sellers save time by sharing the conversation recording rather than manually recapping the discussion. This allows them to focus on high-value activities, such as moving the deal forward, rather than administrative tasks.

Enabling External Sharing for an Account

To manage the ability to share a conversation with external individuals, an admin can navigate to the account management page of the Revenue application. 

Within the page, you will see a Sharing section with a feature titled 'External Share.' By default, the 'External Share' feature will be disabled for your account. 

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Enable 'External Share' for your account by selecting the toggle

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Once you have enabled 'External Share' for your account you must then enable the ability to externally share for each user in your account who should have access. This ensures that you have complete control and governance over who can create shareable links to conversations. 

Enabling External Sharing for a User

To enable the ability for an individual user to share a conversation externally, an admin must navigate to the user management page in the revenue application. 

Navigate to the actions icon associated with the individual user  you want to extend external sharing capabilities to.

Upon selecting the action icon, admins are presented with a modal to manage the user's settings across the Revenue application. Select the 'Conversation AI' tab to access the external sharing setting. 

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Once on the Conversation AI tab, enable External Sharing by setting the toggle to true. 

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Once you have made the update, select the save button.

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Your reps are now good to share conversations externally with prospects and customers. 

Creating an External Share

Navigate to a conversation record that you wish to share with a prospect or customer. Select the action button to view the available options. 

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Now that you have external sharing enabled for the user they will see a "Share Externally" option. 

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Once they select the "Share Externally" option, they are presented with a modal that ensures that they attest to the fact that they have the right to share the conversation. 

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Once they have designated that they have permission to share they can select the "Create Share" button to finalize the process and make the conversation externally available. 

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Once they select the "Create Share" button then they are presented with a confirmation message that the share has been created. They can now select the copy link button to copy the URL of the shareable conversation link to their clipboard and share that directly with a prospect or customer. 

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Viewing a Shared Conversation

Once an external share link is provided to an external prospect or customer they will be able to access the recording without logging in. 

When they access the conversation they will see the following information:

  1. The meeting title
  2. The summary of the conversation (if one was generated)
  3. The video and audio playback controls for the meeting
  4. The transcript of the conversation

Simply share the link that was copied to a user's clipboard to send access via email, SMS or other means. 

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Removing a Conversation Share

There are times when reps need to pull back access to a conversation. To do so they must navigate back to the conversation record that they want to manage and select the "Share Externally" option from the actions list. 

They will be presented again with the modal to manage the sharing of the conversation. First, unselect the "Conversation permission" toggle. 

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Once the toggle is disabled, the user will be able to select the delete share button. 

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Upon selection of the delete share button, the user will be presented with a confirmation message. 

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Once a share has been removed then anyone who has access to the conversation link that was shared when attempting to access the recording will receive an error message and not be able to access the recording. 

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