InsideSales.com
InsideSales.com
InsideSales.com Menu

Immediate Response

InsideSales allows administrators to create rules that send high priority records to reps for immediate action – frequently called immediate response.

Immediate response is commonly used with web leads. When a new web prospect is created in Salesforce, reps can reach out to that prospect within seconds when immediate response is implemented.

PACKAGES

Accelerate

LIMITATIONS

None

SEE ALSO

Inbound

Types of Immediate Response

There are two different kinds of immediate response. InsideSales recommends careful consideration while choosing which type of immediate response is appropriate for your business.

Call Nows

A Call Now sends a prospect record to the top of the dialer list, so that the next time a rep requests the next record in the list the record that is presented to the rep is the call now prospect. Call Nows are recommended if reps are in an environment where they are expected to do a high volume of outbound calls and managers want to encourage them to continue moving through a list.

ResponsePop

A ResponsePop immediate response causes an inbound call to be placed to a Rep Queue. The inbound call is then routed to the next available rep based on the rep queue routing configurations. When a rep accepts the call, the InsideSales system then immediately dials out to the prospect connecting the rep and prospect together. ResponsePop is recommended when reps are not placing a high volume of outbound calls, since they are not frequently moving to the next record in the list.

Because ResponsePop mimics an inbound call, when a ResponsePop is routed to a rep the rep will be marked as Not Ready for Inbound. Once the call is completed, the rep will need to manually mark themselves as ready for inbound again to be eligible for additional ResponsePops or inbound calls.

Configuring Immediate Response

Configuring immediate response requires a number of manual steps and creating custom code that exists within Salesforce.

NOTE – Configuring immediate response requires high proficiency with Salesforce coding language. This should only be done by Salesforce administrators or trained Salesforce managers. The sections below are provided only as an example, provided for your information.

1. Create Apex Class

The first thing that is required is creating a new Salesforce Apex class. The code required for this class is provided below. No adjustments to the class code needs to be made, simply add it to the apex class.

  1. Go to User Name and click Setup
  2. Click Develop in the sidebar
  3. Click Manage your Apex Classes
  4. Click New
  5. Copy and paste apex class code
  6. Click Save

Apex Class Code

global class HTTPRequestSender{
         @future (callout=true)
         Public static void sendHTTPRequest(String url,    String body){
             Http http = new Http();
             HttpResponse res = new HttpResponse();
             HttpRequest req = new    HttpRequest();
             req.setEndpoint(url);
             req.setBody(body);
             req.setMethod('POST');
             try {
                 res =    http.send(req);
             } catch(System.CalloutException e)    {
                 System.debug('CalloutException:    '+ e);
                    System.debug(res.toString());
             }
          }
       }
 [END CODE] 

2. Create Apex Trigger

The Apex Trigger itself determines the method for immediate response – ResponsePop or Call Nows. The Trigger also determines when to cause immediate response to happen. For example, when a new lead enters Salesforce with the Lead Source of Web, the Apex Trigger can run and cause immediate response to occur.

  1. Go to User Name and click Setup
  2. Click Customize in the sidebar
  3. Click Leads (Leads, Accounts, and Contacts are supported)
  4. Click Triggers
  5. Click New
  6. Enter Apex code
  7. Click Save

Sample Apex Trigger code is provided below. The red and blue text will need to be specifically altered.

Apex Trigger Code Sample

[START CODE]
       trigger ImmediateResponse on Lead (after insert) {
     ID[] ids = new List<ID>();
     String url =    'https://subdomain.insidesales.com/do=noauth/immediate_response';
     String body;
     for (Lead l : Trigger.new) {
         if (l.LeadSource == 'Web') {
             ids.add(l.Id);
         }
     }  
     if (!ids.isEmpty()) {
        body =    'method=responsepop&inbound_initiative_id=1&ids='+EncodingUtil.urlEncode(JSON.serialize(ids),    'ISO-8859-1');
           HTTPRequestSender.sendHTTPRequest(url, body);
     }
       }
 [END CODE]> 

Red Text:

To work properly, the red code shown in the example also needs to be updated. It is contained in this line:

  • body = 'method=responsepop&inbound_initiative_id=1

This section of code determines what kind of immediate response is given. Several options exist for you to put into the code. Potential Options:


ResponsePop

Call Now (Specific List)

Call Now (No List)

responsepop&inbound_initiative_id=1

call_now&dialer_initiative_id=1

call_now


Blue Text:

The trigger code needs to have the unique InsideSales subdomain entered into it so InsideSales knows which company is requesting immediate response. The trigger code requires the subdomain to be entered. It is contained in this code line:
String url = 'https://subdomain.insidesales.com/do=noauth/immediate_response';

3. Allow Remote Site

This is not part of the Apex Trigger code, but in order to work, the trigger itself references an InsideSales.com domain site. This is the same domain used to alter the blue section of the code. This site needs to be added to Salesforce as an allowed remote site for immediate response to function.

  1. Go to User Name and click Setup
  2. Click Security Controls
  3. Remote Site Settings
  4. Click New Remote Site
  5. Enter blue section into the URL field
  6. Enter a remote site name – this can contain any value
  7. Click Save

With immediate response, responding quickly is essential. It is possible to do immediate response using Workflow rules instead of an Apex Trigger. InsideSales does not recommend using Workflow rules as they frequently run slow.

Release Notes

Find our most recent release notes.

Forum

Our InsideSales.com community forum is coming soon.

Advanced Training Guides

Advanced training for the PowerDialer for Salesforce.

Have questions?

We're happy to help. An InsideSales.com expert is just a phone call away.

(866) 593-2807

Mon-Fri 6-7 MST

Back To Top

© 2004–2014 InsideSales.com, Inc. all rights reserved. Use of the InsideSales.com service and this Web site constitutes acceptance of our Terms of Use and Privacy Policy. InsideSales.com technology is protected by the following United States Patents: 8078605, 8325738, 8352389, 8510382, 8566419.