Chorus FAQs

Chorus user Permissions are here to get the right team members more involved, protect data privacy, and empower your sales team!

Here are some ways Permissions can make your life easier:

Allow managers to invite users, if managers at your organization own new hire onboarding.

Limit deletion or modification of conversation data to only users with the right level of access.

Enable internal sharing only, and control data sharing by defining who can send recordings to users outside of your organization.

Allow managers to download recordings, so they can listen to recordings offline at their leisure.

Let Managers develop their own coaching initiatives for their teams. Get managers involved in developing a coaching culture for their teams.

Empower managers or reps to create trackers for their teams talk tracks. Tracker creation doesnt have to be managed solely by Chorus Admins anymore; by setting role-based permissions, team members can contribute to tracker creation. This will enable managers to get more involved in coaching, and reps to create trackers for the key words and phrases they are working on.

Unlock peer-to-peer coaching for Reps, or alternatively, limit access to scorecard completion to Managers or Enablement users.

Role Permissions

Each Chorus user is assigned to a specific role within Chorus. These roles parallel those in a typical Sales Org:

Admin

Enablement / Leadership

Manager (AE / Other)

Manager (SDR)

Rep (AE / Other) -- Customer Success and Account Managers will have the best experience here

Rep (SDR)

Its important to ensure your users are assigned to the correct Chorus role for their position as their user experience is tailored to the needs of each position. For example, managers home page is their teams recordings, while Reps homepage is the My Recordings page. (To change someones role in Chorus, go to Settings > User Management > Users.)

Each role can have its own set of permissions beyond homepages. Permissions settings will affect every person who is assigned to that specific role. For example, adjusting permissions for Rep (AE/other) would affect every individual person who is a Rep (AE/other).

The Roles and Permissions page can be found by clicking on your initials > Settings > User Management > Roles and Permissions.

Click here to learn more about creating trackers

By default, permissions are automatically set such that each role can:

Admin

Enablement

Manager (AE, Other, SDR

Rep (AE, Other, SDR)

Download anyones recordings

X

X

X

X

Share recordings or clips with anyone in the organization as well as anyone outside the org

X

X

X

X

Edit, delete, or make private one's own recordings

X

X

X

Edit, delete, or make private anyone's recordings

X

Create scorecards for all teams in the organization

X

X

Create coaching initiatives for all teams in the organization

X

X

Create scorecards exclusively for own team(s)

X

Create coaching initiatives exclusively for own team(s)

X

Adjust organization settings

X

Set up integrations

X

Invite and manage users

X

The default settings for each role can be adjusted as needed. To change permissions for a role and everyone assigned to that role, hover the cursor over the role type you want to change and click edit:

From there, youll be taken to the permissions page for that role; heres what it looks like for Manager (AE/Other):

Lets go into a breakdown of what each permission block means.

1. GeneralAt the top of the first row youll see two tabs: General and Members. The General tab is the page with all the permission settings on it, and the Members tab lists everyone who will be affected by changes made to permissions. Under that is a brief description of the role next to Default License type. The license type will be auto-selected to be either Recorder or Listener, depending the role. Reps are automatically set to be recorders where as everyone else (Admin, Enablement, and Managers) are set to be listeners. As a refresher, Listeners can view calls, comment, and make playlists, but cannot record their own calls in Chorus.

To change the license type for new users in a specific role, select the one you want and click save.

2. Administrative settings include System Settings and User Management. By necessity, only the Admin role has baked-in access to all pieces in Administrative settings, and this cannot be changed. Should you want other role types to have access to any of these, select the ones you want for that role and click save.Integrations - checking this will allow a role type to set up Chorus integrations such as CRM and Dialers.Organization Settings - checking this will allow a role type to change organization-wide settings such as compliance and meeting rules.Invite and Manage Users - checking this will allow non-admins to invite users with existing team assignments.Teams and Data Access - checking this will allow a role type to create and edit teams, as well as dictate which records each team has access to in Chorus.Roles and Permissions - checking this will allow adjustment of roles and permissions for others.

3. RecordingsThis section is broken down into 4 quadrants: Edit/Delete Recordings: decide which recordings a particular role can edit or delete: all recordings in Chorus, their own recordings, or none. Click to learn how to delete recordings Share Recordings: decide who this role type can share your organizations recordings with: anyone in the world, only their colleagues, or no one. Limiting this is helpful to prevent sensitive information from being shared. Click to learn more about how to share recordings Make Recordings Private: decide which recordings a particular role can hide from the rest of your organization: anyones recordings, their own recordings, or none. Being able to make recordings private might be useful for Leadership and Managers for sensitive calls, but might not make sense for all reps. Disabling this for some folks can help block unwanted hiding of calls. Click to learn how to make recordings private Download Recording Content: decide which recordings a role type can download: any recordings, only their own calls, or none. Enabling this can be helpful for managers who want to review calls while on a plane, traveling, etc. Click to learn how to download content

4. CoachingCoaching is broken down into Initiatives and Scorecards. Initiatives and scorecards go hand-in-hand. An initiative is a specific subject managers are interested in coaching on, and scorecards measure how well individuals are doing in that subject during an individual call. This means initiatives facilitate tracking performance and progress over time. (Initiatives are found by clicking on the Deals page with the megaphone icon). Decide who can create initiatives and who can complete scorecardsin these two columns. Allowing managers to create initiatives is great for getting managers involved in developing a coaching culture for their teams, while enabling Reps to complete scorecards for others on their team will unlock peer-to-peer coaching. Click here to learn how to create scorecards

5. ToolsMonitoring talk tracks is super easy with Trackers. Letting Managers create trackers themselves is helpful to get them more involved in coaching and team management, and letting Reps create their own trackers is great for self-monitoring the key words and phrases they are working on.

6. Save your changes!Hitting save at the bottom of the page will update the permissions for everyone in that role. These permissions can be changed as often as you like, and default permission settings can be restored if desired.

Overview

Sometimes you'll find you need to update the title or recording owner of a call, download a call, or make a call private. The gear icon next to the recording title is your one stop shop for all of these!To see the gear icon you must have the correct permissions or be a Chorus Admin.

Step 1: Find the call you'd like to download, and click on the gear icon next to the title of the meeting.Need help locating your call? Click here to learn more.

Step 2: Modify, download, or make private.

To modify the recording name, associated record, or recording owner, simply click into the field you wish to change, and click "save"

To download, first select from the dropdown menu whether you'd like to download video or a transcript, and click "Download"

To make private to you, check the "Private to me" box and "save"

To Delete, click "Delete Recording"

The conversations you or your team are having with customers are one of the most powerful pieces of content in your company... but how can we make sure others can benefit?

We've found incredible value in sharing call moments out, whether it's for giving feedback to the product team straight from the voice of the customer, sharing internal team wins, or just having a call record to share with our customers.

Here's how! Note: your role type in Chorus will need to have the correct permissions to do this. Ask your Chorus admin if you are unsure.

Sharing a call from the Recording Page

1. Click Share Meeting on the top right of the page

2. Edit your call clip

The recording is time-stamped to where you are in the audio player - so if you're 3:51 into the call, that's where your recording will start. By default, the recording will then go until the end of the call.

The portion of the call that will be clipped will be the portion that is not grayed out. Just click drag the slider to the correct portion of the call you want, and click finish cropping.

3. Optional:Set Link Privacy under "Advanced"

Should you want to set certain controls on your snippet link, click on "Advanced" to expand options such as receive an email notification every time the link is viewed, limit who can watch the clip to only people in your organization who use Chorus, or set your link to expire after three, seven or 30 days.

Check the box next to the parameter(s) you'd like to apply to your snippet, and press "Copy" to copy the snippet link and share!

4. Paste that link into Slack or email to share your call clip out!

The best part - anyone can view that link, even if they do not have access to your team's instance of Chorus. Whether you're sharing your call recording with a prospect, or internally to your CEO, they can view the video and audio of the call in our web video player.

What is needed to join a meeting

For Chorus to join and record a meeting, a few criteria need to be met. Let's make sure you have those checked off first:

Do you have a Recorder License? Chorus provides two types of licenses: Recorder (means you can record calls) and Listener (means you cannot record calls - but you can listen, comment, etc). You can check what license you have by asking a Chorus Admin (initials > settings > User Management>Manage users) [email protected]

Is your calendar synced? This is important because Chorus "scans" your calendar for meetings to join. You can double check that your calendar is synced by logging in and going to your initials > settings > personal settings> link calendar

Does your calendar event have at least 1 external participant? Essentially, an external participant is someone who has an email domain is different from your company's email domain. More specifically, it is someone who has a different email domain than you AND it is not a personal email domain like @gmail.com or @yahoo.com. By default, Chorus does not join video calls for your internal meetings since these meetings can contain private or sensitive information.

Did your external participant RSVP "no" to the meeting? If the person outside your organization declined your calendar event but showed up anyway, Chorus will not join because it thinks the meeting wasn't going to happen. Chorus will still join if your external participant RSVPs "yes," "maybe," or does not RSVP at all.

Do your calendar events contain a video conference link? Chorus needs to know where to go to join your meeting. Think of a video conference link (like Zoom or GoToMeeting) as giving Chorus the location of your meeting.

Was there about 15 minutes of silence at the beginning of the meeting?Chorus will automatically leave a meeting and thus not record it after roughly 15 minutes of silence.

Were any changes made to your calendar event within 10 minutes of the meeting start? Chorus scans your calendar every ~10 minutes, so if an event was created, an external participant was added, or a video conference link was changed/added within 10 minutes of start time, it could prevent Chorus from joining.

ProTips:

Check out the Calendar bar on the right side of the My Recordings page in Chorus. This bar will show you all the upcoming meetings on your calendar and whether Chorus will record them or not, and why. To examine previous calls and why they didnt record, go to the My Recordings page ( https://chorus.ai/my-recordings ) and click Why wasnt my call recorded? at the top to see an explanation:

If you want Chorus to join a live call you can do this by going to https://chorus.ai/record and copy/paste your conference link. [Screenshot]

Other common reasons Chorus didn't join include:

Do you use a "waiting room" in your video conference calls? That's a-ok if you do; if you are NOT set up with the Chorus Native Zoom integration, you'll just need to manually add Chorus into the meeting .

Did someone use a cell phone, but didn't dial into the conference line?Chorus only records audio that goes through the conference line in your calendar event. If a rep is in a Zoom meeting, for example, but calls their prospect on their cell phone, Chorus will only record the reps voice.

Was Chorus removed from the meeting? For compliance reasons, once Chorus is removed from a meeting, it cannot rejoin that same call. Instead, the meeting would need to be ended and started over.

Resources:

Upcoming Recordings Calendar: https://chorus.ai/my-recordings

Add Chorus to a live call: https://chorus.ai/record

For Admins: Meeting Recording Rules (Note: changes will affect ALL users in your organization) https://chorus.ai/settings/organization/meetingrules

Need more help? Email us at

If there is a specific call you're trying to review but can't find it, we're here to help!There are three methods you can employ to locate a specific call.

1. Was it a call or meeting that you owned?

The best place to locate calls you've personally had is the My Recordings page. This page will showcase any recordings you own, and will also display your upcoming meetings.

Recordings

On the left of your My Recordings page, you will see the most recent meetings you have had. You can click into them from here to review.

To the right, you will see upcoming calls -- both those that are scheduled to be recorded, as well as those that are not scheduled to be recorded. Quickly take a peak by hovering over the toggle button to proactively detect why the call may not be scheduled to record.

If you swore your call should have been recorded, click here to read more about how to find it, or click here to read about what needs to be in place for your calls to record properly.

2. Was it a call that someone on your team had?

The best way to locate calls made by a team-member would be to go to the page. Here you can filter by different criteria such as Team, specific Rep, Date, and deal stage at time of call.

Pro Tip:Click "Save View" on the far right if this is a search you frequently make.

3. Do you only remember a couple key words?

For searches that rely more on keywords such as customer name or name of the meeting, we recommend using the magnifying glass search function. It can be used to search for customer and prospect names, rep names, and even the title of your calendar meeting.Note: this view is currently in Beta and will be released soon!

Chorus integrates with a number of dialer systems, so you can leverage all of Chorus's functionality (automatic transcription, theme detection, commenting, and more!) for your team's cold calls. The dialers that Chorus currently integrates with are:

Outreach.io

Salesloft

Truly

InsideSales.com

ConnectAndSell

ConnectLeader

Five9

Natterbox

RingCentral

Talkdesk

Below you'll find an overview on how to have Chorus import your team's conversations through each respective dialer. Once the integration is complete, Chorus will upload and analyze calls on an hourly basis.

Outreach.io

Set up Outreach to Record Calls

Go to Chorus Admin Settings -> Dialer Integrations Note: Requires Chorus Admin access

Select Outreach, and type in Salesforce API field name (e.g. Call_Recording__c) ... Done!

[email protected]

Salesloft

Set up Salesloft to Record Calls

Go to Chorus Admin Settings -> Dialer Integrations Note: Requires Chorus Admin access

Select Salesloft

Click Sync Dialer - Done!

Truly

Contact your Truly CSM to obtain yourAuth Secret Key andAuth ID

Go to Admin Settings -> Dialer Integrations Note: Requires Chorus Admin access

Click Truly

Enter in Secret Key and Auth ID - Done!

InsideSales.com

Set up InsideSales to Record and host your team's recordings. Instructions here (skip toCall Recordings Configuration)

Go to Chorus Admin Settings -> Dialer Integrations Note: Requires Chorus Admin access

Click InsideSales.com

Enter in S3 Bucket Link, Auth Secret Key and Auth Key - Done!

ConnectAndSell

Chorus Admin can send our Support team the API name of the SFDC fields that's used to store the CAS call recording URL

Chorus Admin will get ""API Key from ConnectAndSell"" from their CAS rep

After completion, email your Account Executive

ConnectLeader

Ensure that the SFDC<->Chorus connection is set-up

After completion, email your Account Executive

Five9

Chorus Admin to provides their Account Executive with Bucket Name, App Key, App Secret, SFDC API Field Name (of URL)

Natterbox

1. Please contact your Account Executive, we'd be happy to help

RingCentral

Chorus Admin goes to chorus.ai/api/auth/ringcentral and follows the steps

After completion,email your Account Executive

Talkdesk

Please contact your Account Executive, we'd be happy to help

If you run into any issues following the above steps, please contact, we'd be happy to help!

The focus of this document is to provide you steps on how to install the Chorus.ai module in Salesforce.

What does the integration do?

The Salesforce integration with Chorus.ai will allow you to access your meeting recordings and notes directly out of the Salesforce record. Your users will have all of their activity and insights mapped directly to the records in Salesforce.

[email protected]

Please note, you must have either Enterprise, Unlimited, or Developers Edition of Salesforce.

You will alsoneed to have Salesforce Admin rights to install the Chorus.ai module and configure it.

Configuration of Chorus.ai Module in Salesforce

Step 1 - Setting Chorus in your Account / Opportunity / Lead Layout:

Step 1a: Log into Chorus and go to your Settings, then access the "Integration Settings" tab:https://chorus.ai/settings/integrations

Step 1b: Click on "Install Salesforce Package":

Step 1c:Click on Install for All Users, then click Install.

Step 1c: Select, Yes, grant access to these third-party websites and Click on Continue. The module will begin to install in Salesforce. Click on Done to complete the process.

Step 1d: On the left side under Build, expand Customize > Opportunities and select Page Layout. In the Opportunity Layout module at the top, navigate to Fields and find Section.

Step 1e: Click and drag Sections to where you want Chorus.ai to display in the Opportunity Layout. Once added, set up the section properties. Name this new section Chorus.ai - Meeting Recordings and Notes Set the layout to 1-Column and select OK. Important: Click Save to save the layout.

Step 1f: Go back to the Opportunity Layout module above. Find Canvas Apps on the left and drag Chorus.ai to the previously created section. If you are not able to do this, it's likely that you did not save the layout in step 1e.

Step 1g: Click on Properties on the right and set the Height (in pixels) to 500. The larger the number, the larger the module will appear in Salesforce.

Step 1h: In the Opportunity Layout module above, click on Save. Wait for the layout to finish saving and now you should have your Chorus.ai module show up.

Step 1i: Go to any object under Opportunities to see if the module named Chorus.ai Documents appears.

Note: To use Chorus.ai under the objects Leads and Accounts -you need to go to a record and repeat Steps 1d to 1i under each object.

Step 2 - Setting permissions:Depending on the types of users on your system, you want to make sure each profile has permissions to access the app.

Step 2a:To set permissions, go to Setup > Manage Apps > Connected Apps > Chorus.ai and click "Edit".

Step 2b:Click on Permitted Users and set to "Admin approved users are pre-authorized"

Step 2c: Click on Permitted Users and set to "Admin approved users are pre-authorized"

Step 2d: Go back to Connected apps > Chorus.ai and click on it (not Edit)

Step 2e: Click on Manage profiles, and select which profiles should access to view the package. Recommendation - anyone that would find value in listening to a conversation (Sales, Success, Product, Marketing, Executives, etc.)

Connecting Chorus.ai and Salesforce

If you need help connecting your Chorus.ai instance see here.

Adding Chorus.ai module to Custom Objects in Salesforce

We currently do not support custom objects. We are actively considering it. Please let us know if you have workflows and ideas

Enable your reps to book more meetings

Pipeline is the lifeblood of every sales team. At the heart of pipeline generation is the SDR - dialing cold prospects from ICP accounts, sending emails, direct mail, and text messages. The average SDR calls up 40 to 50 prospects each day, but only 1 in 22 calls result in a conversation (as per TOPO).

In order to hit target pipeline numbers, SDR managers need to solve problems related to targeting, contact data, and connect rates. They also need to coach reps on which talk tracks and scripts to use, how to research, personalize their content, and counter objections.

All of these pose significant challenges for SDR leaders. This is why Chorus built its Conversation Intelligence platform to provide the insights that SDR teams need to achieve their goals.

Coach SDRs, Improve Connect Rates and Drive Better ResultsWhen SDR teams or reps cannot meet their targets, managers need to get to the source of their teams challenges:

What talk tracks should they use?

How do prospects respond to our script?

Are all reps doing adequate research and personalization?

Why are the connect rates so low?

How do reps leave voicemails and get around gatekeepers?

Was the meeting correctly qualified?

Chorus helps SDR leaders answer these questions using data and evidence from their teams conversations with prospects. It helps:

Diagnose where reps struggle with cold calls

Identify and replicate talk tracks from your best reps

Discover how top reps counter cold call objections

Drive coaching initiatives for the team

How Chorus Works

RECORDS COLD CALLS

TRANSCRIBES IN REAL TIME

ANALYZES CALLS & SURFACES ISSUES

ENABLES COACHING & PRODUCTIVITY

Seamlessly imports all cold call recordings from any of the leading dialers.

See list of all integrations

Accurately transcribes calls in real-time:

Everything the rep and prospects say is converted to searchable text

Leverages a Custom Language Model to identify non-dictionary words or names

Delivers deep insights into your conversations:

Connect rates

Questions asked

SDR talk time

Filler words

... and much more

Overview of analytics

Improves how you coach your team:

Compare rep talk tracks

Coaching Initiatives (with Scorecards)

Sharing snippets with AEs for handoffs

Recommendations for manager reviews

Introducing Cold Call Central

Chorus industry-first Cold Call Central powered by Choruss Smart Call Disposition provides SDR Leaders, SDRs and self-prospecting AEs insights into cold calls to drive booked meetings and top of funnel results. This new customizable view in Chorus surfaces actionable insights that enable SDR teams to surface top-performing talk-tracks, enrich 1:1s by providing specific examples on where to coach, build a strategy around improving connection rates, and drive better alignment between SDRs & AEs.

Using advanced AI, Chorus quickly and easily diagnoses where your SDRs could improve to drive more booked meetings through quality conversations. It surfaces insights that can help improve:

Dials to connected calls - surfaces situations where your reps are encountering too many gatekeepers, phone trees, or voicemails.

Connected calls to meetings booked - identifies script adoption, reps questions, and how they counter prospect objections.

Cold Call Central for SDRs

What is Smart Call Disposition and why its important to drive improvements in cold calling?

Chorus research found that 40% of cold calls are either incorrectly dispositioned or not dispositioned at all. So how can we expect SDR leaders to reliably make decisions based on inaccurate data? To address this problem, Chorus offers the first-of-its-kind Smart Call Disposition feature that helps SDR managers and leaders get accurate insights into their teams calls. This AI-based technology reports if the call was fielded by a gatekeeper, a phone tree, or sent to voicemail (at >95% accuracy). This data helps managers build a strategy around improving connection rates and contact data quality.

How Chorus Benefits SDR Teams

Surfaces the best talk tracks: Winning tactics are automatically surfaced so you can replicate the behaviors of your top performers across the entire team.

Helps Sales managers coach their teams more effectively: Enriches 1:1s by allowing managers to hone in on specific areas of development. Helps managers use coaching time efficiently by recommending the most important calls they need to review.

Enables improvements in connection rates: Provides data on connected rates, direct dials v. phone trees, gatekeepers, or voicemails - so managers can make data-based decisions on improving connect rates.

Delivers clarity on meeting qualification: Helps managers understand whether or not a meeting was qualified based on objective criteria so they can guide reps on what they need to do differently.

Makes SDR-to-AE handoffs seamless through the voice of the customer: Gives AEs a comprehensive context on every meeting and eliminates the need for SDRs to take notes and enter them in meeting tasks.

Delivers measurable improvements from enablement: Uses scorecards to identify where reps need improvement and track progress over time.

Cuts new SDR onboarding time by 50% or more: Leverages actual calls and the voice of the customer to reduce the need for new reps to train themselves based only on written content and shadowing other reps.

Additional resources: Setting up Cold Call Central for Admins

Cold Call Central for SDR Managers

Welcome to Cold Call Central! This functionality is designed to help you refine your cold calling craft by better understanding which calls connect, whichdon'tand why.

For more resources on Cold Calling, click here.

You may have noticed your main Chorus page, Recordings, looks a little bit different. Your new default Recordings page displays:

A few purple columns to easily show you which calls Connected, got stuck in a Phone Tree, went to a Gatekeeper, and which went to voicemail. These purple columns display the results of Chorus Smart Call Disposition AI which automatically determine which disposition(s) each call is.

By default, this view shows you only your connected calls over the last 7 days. You can change this by filter and sorting your calls by disposition.

Weve also added a column that imports the disposition recorded in your Dialer.

As always, there is a column for automatically tracking next steps and scheduling.

Cold Call Central for SDR Managers

Adding these purple columns to filter and sort your calls to see specific results can be done by clicking on Add Filters. On the left side panel, youll see a list of filters. Scroll down that list to the Cold Call Central filters, and select the disposition(s) youre interested in. Click Apply Filters to save the changes.

If you find there is a set of filters you often use, you can have these filters on by default by clicking Save View and entering a name for this filtered view.

Not sure what to make of the dispositions? Just want to make sure youre on par? Heres a chart to lay it all out for you:

You can leverage this information to help you onboard faster if youre new to the role, simplify your AE handoffs by sharing your connected call with them, request feedback from a manager when you ran into a tough gatekeeper, and find out what works best to get your calls connected by listening to your team members (and your own!) successful connected calls.

Happy cold calling - you got this!

Additional resources:

Chorus.ai + SDR Teams: Intro to Cold Call Central

Setting up Cold Call Central for Admins

We highly recommend activating this integration to ensure meetings are recorded properly.

The Native Zoom Integration requires Admin level permissions on Zoom for the first part of the setup. If you are not your company's Zoom admin, forward this article and have your Zoom Admin follow the Zoom Setup Instructions below

Use this setup guide to activate the native call recording solution from Chorus.ai and Zoom. The native integration provides the following benefit over the normal Chorus call recording experience:

You and your prospects will have a smoother customer experience where the recording notification and controls are directly out of the Zoom UI

Recording compliance out of the box: with Zoom's native recording feature, you are always call recording compliant without anything to do on your end

Best-in-class video quality for a better Chorus experience

tab

1. Zoom Setup Instructions

The following guide outlines the configuration required in the Zoom admin interface (you need to be a Zoom administrator to make these changes). Additionally, here is a link to a Zoom Video of exactly what to enable as a Zoom Admin.

This guide is written to affect the Zoom settings for your entire organization. However, if you are a large organization and find it useful to have group-specific settings, you can easily do so. See thefollowing documentation for how to set-up groups within Zoom: Group Management

Ensure the Zoom admin also has a Chorus.ai admin license.The integration requires that the person doing the set up has the proper credentials for both Zoom and Chorus.

Ensure "Cloud Recording" is flipped ON for your entire organization.This will ensure your calls are recorded properly, and goes hand in hand with the second step, turning "Allow multiple audio notifications" on, to ensure your calls are recorded compliantly. To save this setting for all users, click the lock icon after you toggle ON:Recommended: Auto-delete Cloud Recordings.Chorus will use the native Zoom recording interface, which means your recordings will be stored both in Zoom and Chorus. Make sure that your Zoom storage is not flowing over, by auto-deleting recordings. We recommend 7 days. You can activate this setting here: https://zoom.us/account/setting?tab=recording For more information on how to set up Cloud Recording in your Zoom settings, please click here and scroll down to "Enabling Cloud Recording."

Ensure "Multiple audio notifications of recorded meeting" is flipped ON.This is needed for your call to be compliant, and requires that "Cloud Recording" is also flipped on (Step 1). To make sure this setting is activated for everyone in your organization, click the lock icon after toggling ON:For more information on how to do this in your Zoom settings, please click here and scroll down to "Instructions."

Recommended: ensure "Recording Reminder" is flipped OFF.This Zoom feature is currently in beta, and we recommend not turning on (yet). It adds an additional pop up that some attendees have found disruptive, and is not required for the compliant call recording workflow outline above.

Automatic Recordings can be switched off, but NOT locked off.Locking this feature disables recording.

Pre-authorize installing the Chorus Zoom app from the app store: https://chorus.ai/api/auth/zoom This authorization confirms Chorus can record through Zoom.As a result, Chorus will have no more or less access to your company's Zoom recordings than before.

Activate Custom Live Streaming here: https://zoom.us/account/setting#advanced_meeting_options

This completes the Zoom part of the setup!

2. Chorus Setup Instructions

Now that your Zoom Admin has configured Zoom correctly, go to your Integratio ns in Chorus and follow steps 3-5 and under the "Native Zoom Integration Setup Instructions" (you need to be a Chorus Admin to access this page).

Once you've completed steps 3-5, you're good to go - happy recording!

Welcome to Cold Call Central! This functionality is designed to help you refine your cold calling craft by better understanding which calls connect, which dont, and why. Chorus research found that 40% of cold calls are either incorrectly dispositioned or not dispositioned at all; luckily our AI Smart Call Disposition technology reports if the call was fielded by a gatekeeper, a phone tree, or sent to voicemail at >95% accuracy. This data helps managers build a strategy around improving connection rates and contact data quality.

For more resources on Cold Calling, click here

You may have noticed your main Chorus page, Recordings, looks a little bit different. Your new default Recordings page displays:

A few purple columns to easily show you which of calls Connected, got stuck in a Phone Tree, went to a Gatekeeper, and which went to voicemail. These purple columns display the results of Chorus Smart Call Disposition AI which automatically determine which disposition(s) each call is. No more manually categorizing!

By default, this view shows you only your teams connected calls over the last 7 days. You can change this by filter and sorting calls by disposition.

Weve also added a column that imports the disposition recorded in your Dialer.

As always, there is a column for automatically tracking next steps and scheduling.

If you are not seeing this new view, make sure to ping your Chorus Admin about setting up your team under the SDR roles in Admin Settings. You can send them these instructions.

Cold Call Central for SDRs

You can filter by disposition (where the call went) to see these different data points to filter and sort your recordings. Filters for each of these columns can be added by clicking the Add Filters button and adding the filters which are located under the Cold Call Central Heading.

Youll also see a disposition field If your company also imports a disposition field from your dialer, that will be found in the Dialer Disposition column just to the right of the Chorus disposition fields as well.

Not sure what to make of the disposition data? Here is a chart to lay it out for you:

Theres no need for Managers to listen to every call their team makes. Instead, Managers can focus on the pieces of the call funnel they care most about. For example, by listening to calls that went to a phone tree, then an assistant, but were never connected, managers can piece patterns together about what is needed to get calls connected.

Armed with this information, managers can drive targeted, effective 1:1s citing specific examples from the reviewed calls. After a week or so, managers can check back in and see tangible results of their coaching by examining assistant>connected rates and phone tree >connected rates.

Happy coaching!

Additional resources:

Chorus.ai + SDR Teams: Intro to Cold Call Central

Setting up Cold Call Central for Admins

Chorus research found that 40% of cold calls are either incorrectly dispositioned or not dispositioned at all. So how can we expect SDR leaders to reliably make decisions based on inaccurate data? To address this problem, Chorus offers the first-of-its-kind Smart Call Disposition feature that helps SDR managers and leaders get accurate insights into their teams calls. This AI-based technology reports if the call was fielded by a gatekeeper, a phone tree, or sent to voicemail (at >95% accuracy). This data helps managers build a strategy around improving connection rates and contact data quality.

Your Chorus Admin can enable our SDR functionality, Cold Call Central, for members of your organization. This is done by making sure your dialer is integrated properly, and updating your SDR teams Chorus roles.

Lets make sure your dialer is integrated properly.

Head over to your initials in the bottom left corner and click into Settings > Integrations.

Towards the bottom of the Integrations page you will see Dialer Integration -- click the Edit button to access the Call Disposition field. (Call Disposition tells you how far the call got -- was the call connected or go to voicemail? Did it end up in a phone tree or stuck with a gatekeeper?)If you do not already have a Dialer integrated here, click here for instructions .

Lets say a call was made via your Dialer and it connected--your Dialer would have a record of that and push it to your CRM (ex. Salesforce). We want those records to show up in Chorus as well. To accomplish this, click the Edit button in dialer integration, and you will see a blank field under Call Disposition. Chorus.ai + SDR Teams: Intro to Cold Call Central Click on the blank field and you will see a drop-down menu of field names from your CRM. Each item will appear with the format {Field Label} - {Field API Name}. Please select the one that signifies Call Disposition or Call Result for your org.

Click Sync Dialer.

Assign SDR Manager and Reps to the proper roles.

Currently, your SDR Managers are assigned to the role of Manager in Chorus, and your SDRs are listed as Reps. As part of Cold Call Central, we have also added 2 new role types in Chorus: Manager (SDR) and Rep (SDR). Its important to go in to your user management and re-assign roles to SDR reps and managers because it will enable them to access Cold Call Central as their default Recordings view.

Head over to your initials and click into Settings > User management.

Adjust the role type for your SDRs and SDR Managers.

Be sure to double check recently promoted folks and update their roles, as well as check for reps with no team assignments and update them in the Teams section.

Congratulations, your SDR team is ready to rock and roll!

Additional resources: Cold Call Central for SDRs Cold Call Central for SDR Managers

**This article does not replace advice from your legal counsel. To better understand a summary of implications, read our article named Guidelines for Recording Business Conversations.

#1: Enable default recording in your web conference / screenshare program

With most major screenshare providers, this will provide a visual notification that the meeting is being recorded (see image below), as well as an audio notification if a participant dials in through a conference line.

3 Proven Strategies to Verbally Notify You're Recording

#2: Naming Your Chorus.ai Meeting Participant to include the word "Recorder"

Every Chorus user can customize the "Participant Name" that shows up in your meeting as shown below. By default, it displays as your company's name but you can change it to say "Company Recorder" to be more explicit.

In addition, depending on the Web Conferencing tool that your organization uses, you may have the ability to auto-announce that the meeting is being recorded. Below, a screenshot of a meeting facilitated using Zoom shows this functionality.

#3: Provide Notice in Your Calendar Invite

If it's common for your organization to schedule meetings using calendar invites, you may take advantage of including notice in the Description or Notes section.

Below is a screenshot of a Google Calendar originated invite with notice provided in the Description. In this example, the text reads: "This call will be recorded for record-keeping, quality assurance, and training purposes."

#4: Provide Notice in Legal Disclaimer Footer

Most organizations have the ability to control the text block appended as a footer to all external email conversations. This is either called a Legal Disclaimer or Confidentiality Notice. You may have seen such a section starting with: "This message, including any attachments, may contain confidential, proprietary, privileged and/or private information.If you are not the intended recipient, you are hereby notified that any use, dissemination, copying, or storage of this message or its attachments is strictly prohibited."

Your legal counsel may want to add the following sentence to the disclaimer:"All calls will be recorded for record-keeping, quality assurance, and training purposes."

#5: Inform Your Audience Verbally

Although this may seem obvious, asking for consent verbally tends to be overlooked since people may find this awkward, especially when the conversation didn't involve a calendar invite.

At RingCentral, sales representatives conducting cold calls have been coached to use this phrase when introducing themselves: "Hi, this is John calling from RingCentral on a recorded line. Is now a good time for us to speak?"

After incorporating this into your workflow, the awkwardness completely subsides. For other ideas on this topic, please read our article called .

Provisioning Guide: Chorus.ai + OKTA

You can use Okta single sign on with Chorus.ai! This guide goes over the details of this feature, the configuration requirements and step-by-step instructions.

Features

The following provisioning features are supported:

Push New Users

New users created through Okta will also be created in Chorus.ai.

Push Profile Updates

Updates made to the user's profile through Okta will be pushed to Chorus.ai.

Push User Deactivation

Deactivating the user or disabling the user's access to the application through Okta will deactivate the user in Chorus.ai.

Note: For this application, deactivating a user means removing access to login, but maintaining the user's Chorus information as an inactive user.

Reactivate Users

User accounts can be reactivated in the application.

Requirements

Before you configure provisioning for Chorus.ai, you must reach out to the Chorus.ai Support team to activate the feature. ( [email protected] )

Step-by-Step Configuration Instructions

To get started, reach out to the Chorus Support team and let them know you want to use Okta for login and user provisioning. ( [email protected] ) A Support representative will provide you with an API token specific to your organization.

Check the Enable provisioning features box.

Click Configure API Integration.

Check the Enable API integration box.

Enter the API Token provided by Chorus Support.

Click Test API Credentials; if successful, a verification message appears at the top of the screen.

Click Save.

Select To App in the left panel, then select the Provisioning Features you want to enable. [email protected]

Click Save.

You can now assign people to the app (if needed) and finish the application setup.

When assigning users or groups, Chorus.ai app attributes must be selected for Chorus Role and Chorus License Type.

Troubleshooting Tips

Initial activation of Okta provisioning in Chorus.ai requires contacting Chorus.ai Support, ( [email protected] ). Please reach out with any questions during your configuration process.

Chorus.ai does not support modifications to the username or email address.

Note: When users are deactivated in Okta, they will be deactivated in Chorus. Users will not be able to login to the application, but their data will remain available as an inactive user. To permanently delete user data, contact Chorus.ai Support, ().

How to Find Your Recording in Chorus

Cant find the call you swore was recorded in Chorus? Were sorry, we know the feeling -- so we created an "Unrecorded Meetings" page that shows all meetings that were not recorded over the last 30 days, and provides the reason they werent recorded.

1. To access your list of unrecorded meetings, first click on the "My Recordings" Page.

2. Then click on the Why wasnt my meeting recorded? link at the top of the My Recordings page.

PRO TIP: To make sure your upcoming meetings are recorded, use the Chorus Calendar also on the "My Recordings" page. The Chorus Calendar is on the right side of the screen, and allows you to toggle recordings on.

Now thatyou'vemade some trackers, lets walk through where to find them.

Option 1: Quick Search

You can use the magnifying glass search function to type in your tracker and see all results.

Option 2: Page View: See Specific Types of Calls

If you want to see when the tracker was mentioned under specific conditions--for example you want to see how often your reps are discussing next steps during their pre-evaluation calls--head to the Recordings page (www.chorus.ai/recordings).

From here, you can set your conditions. For our example, select pre-evaluation from the stage type, and click on Column Settings to add your tracker, Next Steps.

To add your tracker as a column, make sure you have a column available (if not, remove one), and type in your tracker name.

Now you can see all the calls that match your criteria, and see how many times that tracker was set off during each call. You can click on the number to be taken directly to those moments.

Option 3: Call Review Page

If you click into a specific call, you can see your trackers on the right hand side under Call Review.

You can click on the tracker to see where in the call the keywords or phrases were mentioned, view a transcript, and listen to those individual moments.

Tracker Basics

Trackers are designed to help you gather insights into how your team talks about the topics that matter the most to you. Each tracker is a keyword or phrase that you are interested in highlighting across the conversations your team is having, such as new features, competitors, and even discounts.

You can easily set up Trackers from the Trackers page.

Creating a Tracker

Head to www.Chorus.ai and sign in. Click on your initials in the bottom left and select Settings from the menu. Then navigate to the Trackers tab and Create Tracker.

Advanced Tracker Setup

Filling Out The Tracker

We have a basic, easy to use tracker set up page. We generally recommend setting up trackers via this Basic page, and to only use the Advanced page if you have more complex phrases and fully understand how to use boolean logic syntax.

Staying on the Basics tab, lets walk through an example:

Chorus released a new feature: we have a native Zoom integration! Were curious to see how our reps are talking about this new feature, and were interested in what our prospects think about it.

The first step in creating a tracker for this would be to give it a title and description. Since trackers are visible to all users in your organization, be sure to title it something that everyone will understand.

Next, youll want to select what general topic this tracker is about. The categories are:

Competitor -> any language relating to a competitor such as a company name, a product they offer, etc.

Feature -> a particular piece or capability of your product

Playbook -> language relating to your specific sales playbook

Value Language -> related to pricing, discounts, etc.

Other -> get as creative as you like!

In this case, we would select Feature as the category.

Next, think about what keywords or phrases your reps or prospects would likely use when discussing the topic. Its best to keep these phrases as specific as possible to ensure the tracker surfaces only the most relevant discussions.

For our working example, we think folks would likely say one of two phrases when talking about our new Native Zoom Integration: native zoom and zoom integration. Notice we didnt put integration by itself -- that would cause the tracker to surface any integration we have, and we are only interested in this specific one with Zoom.

To learn more about how Chorus identifies keywords and phrases, click here.

To add your keywords and phrases to the tracker, simply type them in and press enter on your keyboard.

Similarly, while we are interested in discussions around this native zoom integration, we are not interested in seeing every single time someone mentions just plain Zoom. We use and discuss Zoom as a product often, and many times these conversations have nothing to do with our integration.

To eliminate these irrelevant results, we would add just plain Zoom to our Ignore list.

Since were interested in both the way our reps talk about it, as well as what our prospects think about it, we will keep this tracker set on the default said by anyone setting. For keywords having to do with your internal sales talk track, it may make sense for those trackers to only listen to your rep's voice. However, for most items, like your feature set or your competitors, it is recommended to apply the tracker to anyone's voice.

The next step is to indicate whether it is neutral, positive, or negative that these keywords were said in the conversation. For example, if you were tracking wow-moments where someone says awesome, we would select positive here; if we were trying to discourage our reps from talking about discounts, we might indicate that our discount tracker is negative.

Finally, you can click Save Tracker! Congratulations!

Saving a tracker will highlight all the moments that those specific keywords and phrases were said on all your currently recorded calls, and will also be applied to future calls.

As a recap, heres what it looks like in one fell swoop:

Ready to see the moments your new tracker finds? Click here to read about where to find your trackers.

Further Reading: Advanced Tab

Have more advanced tracking needs? The Advanced tab can help you set those up as well. This page is identical to the basics page, except the fields for Track these Keywords/Phrases and Ignore These Keywords/Phrases are replaced with one single field that requires boolean logic syntax.

When entering keywords and phrases to track and to ignore on the Basic tab, those commands are translated into boolean logic for you. On this Advanced tab, you are able to add to or edit the logic driving your trackers. By default, the Basics page deals only with or statements. For example, I want to see every time someone talked about cows OR pigs. This means I want to know about anytime either cow or anytime pig was mentioned, and it doesnt matter to me if only cows were talked about one time and just pigs another.

If I only wanted to see the times cows and pigs were discussed together, Id need an and statement. And statements mean Iwon'tget results where only pigs were mentioned, or only cows were mentioned. In cases like that (and other more complicated scenarios), youd need to use the Advanced tab.

This article will help you understand how to use and construct boolean logic needed for the Advanced tabs logic field.

Chorus Scorecards for Team Managers

Why This Matters:

As a sales team manager, your success relies completely on rep performance. The messaging or talk tracks they use determines the teams ability to meet their quota.

When you deliver concrete, evidence-based feedback, reps learn to stay on-message and adopt talk tracks that are proven to work better.

As they see their conversations improve and deals getting unstuck or advancing, they attribute a lot of their improvement to the coaching they got from you.

1. Score Rep Calls

Once your sales leader/enablement implements a scorecard and makes it available for your team, you can start scoring. On any rep call, click the Coaching tab and select the program under which you want to score that call.

That launches the scorecard that you wanted. Rate each question/parameter on a scale of 1-5 (5 being the highest rating).

Do not leave the comments blank. Listen to the relevant portions of the call by using Chorus Trackers and Search options to add anecdotal feedback for your score on each question.

Choruss AI will auto-recommend calls you should score. As a result, you have to spend ZERO minutes searching for calls to score. These recommendations can be found in:

Your email inbox.

The Coaching tab on the left pane of your Chorus instance:

As a best practice, recommend your reps to seek your score and feedback on any call they feel they could have done better on. Ask them to submit at least 1 call per week for feedback. They can do so by selecting the Request Coaching option on the relevant call.

Other Best Practices:

Sustainable coaching loops:

Aim to score 1-2 meetings per rep each week (use comments!)

Follow up with 1:1s to discuss how reps can make their next call a 5

Recognize top-ranking reps in Slack or team meetings

Target low-scoring areas for additional training / feedback

Ask reps to Request Coaching on meetings they want help on

Goals for the first month:

Create and launch an initiative

Managers score at least 2 recordings for each rep

Evaluate early scores and set a goal to meet next month

2. Measure Results

The Coaching tab takes you to your own personalized Coaching dashboard which lists all the key coaching programs.

Under each program, you can see your team score (as well as how the score is trending over time), top ranking reps, low scored or high scored skills, and the top-rated calls

The goal should be to raise scores on a weekly basis.

This can be achieved if you target 2 or 3 low-scoring areas for each rep on your team and help them improve on it on their next call. E.g. if a rep does not deal well with competitive questions in a discovery meeting, help them with the right talk tracks, point them to call recordings from other reps that they can learn from, etc. Then score the same reps next few discovery meetings to ensure they do better and score higher on competitive questions.

3. Guide Your Reps

Scorecards can be used to run effective 1-on-1 discussions with reps. They highlight areas of development for a rep and help focus the meeting on what the rep can do immediately to improve on a low-scoring skill.

In a team meeting:

Recognize and/or reward top-ranking reps

Play moments from the top-rated 1-2 calls for the team to learn from

Also, remind reps to submit calls where they did well, and more importantly, calls where they feel they need more coaching.

Most managers know they should be coaching their teams on the conversations their team members are having on the front line. Effective call review is one of the key contributing factors to decreasing your team's ramp time, hitting your revenue goals, and most importantly, retaining your team.

In fact, 60% of sales reps say they'll leave an organization if their boss is a poor sales coach.

But how do you prioritize call review among all the other action items you have on your plate?

We used Chorus.ai Data Science to understand the most impactful conversations in the sales cycle Managers review - so when you are choosing what calls to review in your team's pipeline, you know exactly where to go.

Here's an overview of what we found:

It pays to review your team's calls: managers who increased their call review rate by 3x over 3 quarters saw an average increase of 50% in win rates

Managers listen to longer calls: the average duration of call reviewed by managers is 9 mins longer than the average call recorded

Managers listen to calls from bigger deals: average deal size of calls reviewed is $3K higher than the company's ACV

Managers spend 71% time reviewing account-specific calls and 29% on new hires or skill-oriented reviews

Managers spend 83% time reviewing early stage calls - qualification, discovery, and demos

Help your rep on their follow up call - Managers review 50% calls within 5 days of the call getting recorded and 7 days before the next call

Interested in implementing a Coaching Culture with your team? Download the Chorus Coaching Culture Guidebook

Talk Track Analytics lets you unlock the mystery of conversation content. The insights you find here fuel coaching and self-learning toward the perfect Talk Track. Explore how sales conversations are differing from team to team, rep to rep, and more.

It's important to note that these comparisons are driven by your knowledge of your sales organization. Comparing to averages can only take you so far in your journey toward improvement. Never strive to be average! Comparing, instead, to a benchmark that signifies something above average, something specific to your sales process, is a massive upgrade in insights. This is precisely the goal of Talk Track Analytics. Keep reading to find out how you can use comparative conversation data to improve your (or your team's) Talk Track!

Where to find it:

In the Analytics tab, use the drop down to select Talk Track.

How to use it:

Overview

The Talk Track Overview gives you a baseline view of what topics are coming up most in deals. How much time is devoted to prospect needs, budget, or a given set of product features during the average discovery stage? You may know what you or your team should be spending time on, but this report will shed light on these sales conversations using concrete topic duration data. When you're done exploring here, you can dive into Talk Track comparisons using the By Team Members Talk Track report. Here's how to get started...

Select a deal Stage using the dropdown just below the Talk Track page name.

You can modify the Team Members dropdown to select any Team or Person for whom you would like to review Talk Track content.

Let's talk about data! On the left, you'll see all of the Themes and Trackers that are coming up in the selected Team or Person's conversations. The ones near the top of the page are talked about the longest. You can check out the numeric duration data and visualization to the right to better understand the "shape" of their conversations. In the example below, we see that the BDR team spends a lot of time during the Research phase talking about the sales process and some key features.

By Team Members

The next step is to start comparing Talk Tracks. What do top reps spend time talking about during the discovery stage vs. a ramping AE? Once you know, you can learn or coach. Enter, Talk Track By Team Members. You can review any comparison of how Trackers are being used across individuals or compare individuals with team averages. Heres the step-by-step...

Select a deal Stage using the dropdown just below the Talk Track page name. (Just like you did on the Talk Track Overview report)

Use the other two dropdowns on the report to toggle between different groups you would like to compare.

For example, try selecting your teams name in the left dropdown, and your teams top rep in the right dropdown.

You could also try comparing your own talk track to that top rep..or any other combination.

Now theres a lot of data here...so what does it all mean? The numeric data shows you how much time reps are spending on each topic during an average deal. The bars visualize the difference between the two groups you chose to compare. Use it to find the biggest gaps in conversation content and work towards an improved, consistent Talk Track!

By Outcomes

Now that you've learned about rep and team talk tracks, lets take a step back and see if there are any patterns in Talk Tracks that lead to Stalled/Lost Deals vs. those that advance to the next Stage in the funnel.

Select a deal Stage using the dropdown just below the Talk Track page name. (Youre a pro at this by now)

The other columns represent average Talk Times in deals that either Stalled, or were effectively lost in that stage, or Advance to the next stage in the sales funnel.

Just like the By Team Members tab, the numeric data shows how much time reps are spending on each topic during conversations in a deal. And the bars visualize the differences.

Look for patterns based on the biggest bars -- these topics are the conversation gaps, or what is happening differently in deals that stall compared to those that advance.

Use these insights to modify Talk Tracks and optimize for getting to that next stage of the sales funnel!

Other Tips:

Remember that conversations vary drastically from the discovery phase to procurement. Use the Stage dropdown to explore different types of Talk Tracks.

The Impactful Trackers radio button shows you the top 10 Trackers with the biggest differences in talk time during deals. You can change that to All Trackers to see everything.

Talk Track Analytics relies on Deals to drive insights. So if Trackers rarely come up, you may see a warning icon in the Difference column of All Trackers noting a "Small Sample Size".

Stalled deals are the bane of every Manager - the vast majority of Lost deals aren't lost due to a competitor, but due to indifference from your buyer. Every stalled deal where your rep doesn't update the close date appropriately gives you an inaccurate forecast. So you can't accurately predict where your team will end the quarter.

Luckily, Chorus has you covered! In a few easy steps you can easily identify which Deals in your team's pipeline are in danger of not closing this month, so you can update your forecast and create a plan of attack with your rep.

Identifying Stalled Deals

1. Go to your Deals View in Chorus

2. Sort by your team in the Rep/Team Filter

3. Under the Deal Info filter, select Close Date = Next 30 days

4. Next, click the Close Date column header, and sort by newest -> oldest

5. Note any Deal that has an upcoming close date, but has Last Recording > 14 days

6. Click on the Next Steps on the account to listen to the Next Steps from the last call - if they were inconclusive (or Chorus did not identify any), follow up with your rep to create an action plan

The Deals page is a managers best friend, and your one-stop shop to your teams pipeline. This view will show you all of your teams opportunities, sorted by most recent activity - so that you can see at a birds eye view what Deals are likely to close, and which ones you may need to take action on.

Youll be able to see by how long a given opportunity has been in its current stage, whether Next Steps were mentioned in the most recent call, and size of the deal.

Similar to the Recordingspage, you can sort all calls by the columns on top:

Account + opportunity

Deal owner

Date of most recent meeting (captured in Chorus)

Current stage (and number of days in that stage)

Close date

Deal size

Next steps

Deal risk

Using the sort functionality of the columns, combined with the standard filters at the top of the page, you can quickly find everything from stalled deals to coaching opportunities.

Finding stalled deals

Sort by your team in the Rep/Team Filter

Under the Deal Info filter, select Close Date = Next 30 days

Next, click the Close Date column header, and sort by newest -> oldest

Note any Deal that has an upcoming close date, but has Last Recording > 14 days

Click on the Next Steps on the account to listen to the Next Steps from the last call - if they were inconclusive (or Chorus did not identify any), it may be worth following up with your rep.

PRO TIP: Only focus on your teams larger deals by utilizing the Deal Size slider in the Deal Info filter

Identifying At-Risk Deals

The Risk column is showing you language from the last recording with that deal that could present a potential roadblock to closing the deal. Some examples are: I have a problem, we have concerns, we identified an issue, etc. Just click on the number underneath the Risk column to view the transcript and listen to the moment. The more Risks that were identified by Chorus, the higher likelihood there is that the deal is at risk - and may need your intervention.

Coaching on Next Steps

Everyone knows it is best practice end a call with clear Next Steps. However, there is a difference between knowing it and doing it :)

Any deal with 1 or Zero Next Steps identified in the last call is worth reviewing. If Chorus couldnt identify next steps, chances are the Prospect couldnt either. Click on the number underneath Next Steps to listen to the Next Steps identified in the last call - if none were identified, click into the call itself and skim the last 5 minutes. This may be a great coaching moment for your rep.

There are many other ways to leverage the valuable information in Deals - if you are having trouble solving another use case, contact your Chorus CSM for assistance!

The Analytics page is the go-to place for anyone that loves digging into the data. This view will show the high level metrics across your teams conversations. There are three different dashboards in the Analytics section:

Moments *default view* - You can search for any of the existing Chorus Themes, your teams custom Topics and Competitors, or literally any keyword youre curious about. This is your google search across all your recordings, go crazy :)

Activity - Self explanatory, this view will show you the base line metrics on # of calls and minutes on call for your team

Talk / Listen - This dashboard will show the high level overview of your teams Talk / Listen metrics. You will also see a summary of your teams Engaging Questions by scrolling down on this page.

Pro Tip: You can use the filters on the top of the page to filter down by Timeframe, Team, Rep, Salesforce Opportunity.

Read on for some easy ways to get value from the Analytics page:

Talk Track Adoption

Most Chorus customers are in very dynamic markets - their products are constantly changing, and so are their talk tracks. Just enter in the Theme, Topic, or Keyword youre looking for. Example: Next Steps

Chorus will show you the breakdown of:

How often a theme is coming up over time

Win / Loss ratio was brought up (requires a minimum of 12 deals in the time range)

Breakdown of how often it has come up in each Reps recordings by percentage (hover over to see the details)

What time it comes up in the conversation

Competitive Insights

Search for a competitor name

Filter to Deals instead of Meetings - look to see the percentage its coming up over time

Click View Moments - this is a Smart Playlist that will show you all the times Competitors came up. From this page you can comment on a call or share the moment with your team, or save it to a playlist

Decreasing Discounting

Search by Discounting

Filter to Deals instead of Meetings - look to see the percentage its coming up over time

Scroll to the bottom of the page - Chorus will show you when in the call Discounting came up - be on the looking for you Discounting coming up early in your teams conversation!

Click View Moments - this is a Smart Playlist that will show you all the times Discounting came up came up. From this page you can comment on a call or share the moment with your team, or save it to a playlist

These are just a few of the ways our top users leverage Chorus analytics, but if you have questions on how to make the most of your Chorus data, contact your Chorus CSM!

Sales training content is a critical part of any organization looking to scale their onboarding and training programs. Whether its a collection of discovery calls to train your new reps, or a designated place for your team film review, Playlists are a powerful tool for reps, managers, and enablement leaders.

Leverage Chorus.ais Smart Playlist functionality to have Chorus automatically curate a collection of your most important call moments for you!

Summary

Chorus provides you with 3 Smart Playlists out of the box to help get you started, which youll find at the top of your Playlist page. These update daily, automatically curating calls and moments for easy listening.

Wow! Moments

This playlist will fill with moments where your team is discussing your product in a way that elicits a Wow moment from your prospect. This playlist is great to share with your Product and Marketing teams, so you can understand what messaging is resonating.

Engaging Discovery Calls

This playlist will automatically add strong examples of Discovery conversations with high prospect engagement. This is where any Enablement professional should go to start building your Best of Discovery call playlist for your onboarding program.

High Risk Calls

This playlist adds calls where Chorus identified a high number of Risks that were not balanced with strong Next Steps. This is a great playlist for any Sales or Enablement Manager to subscribe to, so youre aware of the most at-risk deals in your pipeline.

The playlists page is default organized by most recent activity - meaning that any playlist that has been modified most recently will be at the top of the page. However, you can sort by any of the columns at the top of the page:

If you need help finding a specific recording, check out this help article

Creating a new playlist

1. Simply click the Create a New Playlist button at the top right of the page and name your playlist.

2.Decide whether your playlist will be a Smart Playlist. A Smart Playlist means that Chorus will automatically add relevant moments to your playlist for you. Make a standard playlist if you want to manually choose which moments you add to a playlist.

While we recommend leveraging Chorus' AI to assist your playlist creation, you may still want to take on a second layer of curation yourself. You can manually add or delete moments to tailor the playlist. Here are a few playlists you may want to manage yourself or keep as manual:

Film Review Playlists

Final versions of playlists for onboarding

1:1 playlists

3. Add in your playlist criteria (if Smart Playlist). You can have Chorus auto-fill a playlist based on: Account Name, Current Deal Stages, Deal Stages at Time of Call, Reps, Teams, and Trackers or Themes that are mentioned.

Subscribing to a Playlist

Click the Subscribe button on any playlist to sign up for a daily morning digest email that will surface any new calls or moments that have been added to your playlist. Sign up for multiple playlists -don'tworry, youll only get one email a day.

This is great for busy managers that want a list of calls they should listen to on the way to work!

Sharing a Playlist

Use the share link on the playlist page to point a member of your team to all the calls in a given playlist - great for new hire onboarding or ongoing training initiatives.

Adding a moment manually to a Playlist

You can add an entire call to a playlist, or use the clipping functionality to add a specific moment to the playlist.

1. To add either a moment from a call or the entire call, start by going to the recording. .

2. Once viewing a specific recording, click the "Share" button in the upper right corner. If you'd like to share just a moment from the call, slide the video cropping tools to capture just that moment; if you'd like to add the whole call, don't worry about adjusting anything -- just click "Finish Cropping."

3. In the bottom right quadrant you can add the moment or call to a specific playlist. Other options for sharing are given in the upper right quadrant.

This is what this process looks like in one fell swoop:

Sample Use Cases

For Reps and Teams:

Listen and learn from top examples of engaging Discovery calls, (available out-of-the-box)

What resonates most with your prospects? Uncover a curated list of Wow! moments, (available out-of-the-box)

Learn how top reps close deals by auto-collecting and reviewing the best examples of the sales process

For Managers and Sales Executives:

Flag high risk calls from accounts that may need attention, (available out-of-the-box)

Collect competitive mentions on top-tier deals

Create a Playlist for your team film review sessions that includes the weeks most interesting Discovery calls

For Enablement, Ops, and Marketing:

Track new sales training initiatives. Share good examples with the team to reinforce learning

Capturecustomer testimonials that could be augmented into marketing material or customer story points for the sales team to share in future deals

Review how the sales team approaches pricing discussions in deals

Step 1: Click on yourInitials on the bottom left and selectSettings from the menu options. Click onUser Management and then the Manage Teams sub-tab.

Step 2: You can create multiple teams for your users through by clicking on the Create a Teamprompt.

Step 3: Click the Add Reps and Add Manager(s) buttons and add users from a drop down. Every change is automatically saved, when youre finished, click on theClose button in the corner.

Note: To remove team members, click on theXbeside their name when you hover on it.

To resend an invite to someone that hasnt accepted the Chorus invitation yet, go to Settings, then click on the User Management tab and the Manage Userssub-tab.

Under Manage Users, click on "Invited" tab of the chart, then click the "Resend" linknext to the person you want to re-invite. That person will then be sent another email with activation instructions.

If you are an Admin for your Chorus account, you can invite new members of your team to Chorus. If you are not an Admin or have questions about adding new users, please contact your team's Customer Success Manager or email [email protected]

InvitingUsers from CRM or by Email

Step 1: Click on yourInitials on the bottom left and selectSettings from the menu options.

Step 2: Click onUser Management and then "Invite New Users" sub-tab.

Step 3:Choose whether you want to invite individual users or full teams found in your CRM. Choose the relevant section forBy IndividualorBy Team.

Step 4: Lets start by adding a team from the CRM. Go to By Team tab, and use the search bar to enter the name or email of a sales manager. Select them from the dropdown to stage all users found on their team in the CRM, and automatically fill in some of their user attributes. (This avoids extra work for you!)

Note: These same steps can be used to find and invite individual users from your CRM in the By Individual section.

Step 5:Make any necessary adjustments to License, Team, or Role information for the staged users. Then click Send Invites.

Step 6: If there are users you would like to invite to Chorus that are not in your CRM, you can use the By Individual section. Enter their email address and click Invite Manually.

Step 7: Youll need to fill in some additional user details before clicking Send Invites.

Updating Recorders &Listeners

Step 1:Navigate to User Management and select theManage Users sub-tab.

Step 2:Scroll down to the user that you want to edit and select from the different options in the picklists.

When leveraged properly, Chorus Trackers are a powerful tool to have Chorus automatically highlight the key moments in your sales conversations. Below are advanced tips and tricks to take your trackers to the next level.

Once you've gone through the best practices below, click here to start leveling up your Trackers! If you require any assistance with Tracker setup, please contact your Chorus CSM, we are always happy to jump in and provide a helping hand.

The Basics

A transcript of a call is composed of short transcription subunits called utterances. Each of these utterances is a textual representation of an audio piece that is usually 5-15 seconds long. You can think of an utterance as the equivalent of a spoken sentence, so if you pause significantly while speaking, Chorus will transcribe this as two separate utterances. As you might have figured, you can see them all in the transcript section for any of your calls.

When we search for Trackers in a call, its important to remember that it is these utterances that are being searched, one at a time. In other words, we look at each of the calls utterances and run them through the query. If the query returns a positive result, the utterance is marked or caught, and will be displayed as a Chorus moment.

Tracker Search Terms

Our search function is smart. When you search for a term, it also searches for words that are grammatically related to it. For example, searching for the term work will also yield works, worked, and working in the results. This is helpful both because language is versatile and because both our ASR (automatic speech recognition) and a calls audio are not always perfect, which may confuse these similar words in the transcription.

A search term is a unit of text. A term can be a single word (like brown or fox) or a phrase surrounded by double quotes (brown fox) where its words are searched in order. Capitalization is not required, so Brown Fox will get the same results as brown fox. Punctuation marks are also disregarded, so brown-fox, brown fox?, brown.fox, brown/fox, etc. are all equivalent. Remember that quotation marks should only appear around phrases, and anything between them will be regarded as a search term. This means that field names and operators should never be inside quotes.

Basic operators

Search Terms (and fields) are connected by UPPERCASE operators:

OR - returns a positive result if at least one of the terms (arguments) it connects is found.

Ex: brown fox OR cute bonobo will mark the utterance as positive for this tracker for any utterance that contains brown fox, cute bonobo, or both of them somewhere in the utterance. Notice that the phrase in quotes has to appear in its entirety. If the words cute and bonobo are there but not adjacent, the utterance will not be marked.

AND - returns a positive result only if both terms it connects are found.

Ex: brown fox AND cute bonobo will mark the utterance only if it contains both phrases in it, no matter how far apart they appear or which comes first.

Ex2: A good competitor tracker for an imaginary company called SneezingApe would be sneezing ape rather than sneezing AND ape. Thats because the former catches the exact phrase while the latter catches any utterance that contains these two words in any order, and in any distance from each other.

NOT - returns a positive result only if the following term is not found.

AND NOT - returns a positive result only if the preceding term is found and following term is not found.

Ex: brown fox AND NOT cute bonobo will mark the utterance only if it contains brown fox and does not contain cute bonobo.

Ex: NOT brown fox will return all utterances that do not contain the phrase brown fox in them. By itself, this may not be very useful, even harmful in many cases, but NOT can be very useful in conjunction with AND:

Proximity

The ~ operator allows us to search for terms that are in a certain proximity, or distance, from each other. The distance is indicated by the number following the ~. Note that the ~ comes directly after the search term, without any space, and not followed by any quotation mark.

Input format

"text phrase"~n

Examples

give book~1

This will return give book, give your book, give the book, etc.

give me the book will not be returned because here the distance is 2.

give new book~1

This will return give the new book, give new fresh book

It will not return give me the new fresh book - distances accumulate, and the two distances of 1 here, are summed to a total distance of 2.

A change of word order may also occur, and is counted as 2 distance unit.

Its recommended to keep proximity low (lower than 5). High n-values can slow down query performance and decrease reliability, as anything may come up between the specified terms.

Order of Operations

In many cases, the only operator used in the tracker is going to be OR. If this is the case, the order of the terms has no effect on results and parentheses are not necessary.

bonobo OR chimp OR orangutan = chimp OR orangutan OR bonobo

When combining different operators in a query, its always safe to wrap each of the OR-sections in parentheses.

Good: (bonobo OR chimp)AND (science OR astronomy)

Bad: bonobo OR chimp AND science OR astronomy

The above rule applies to every use of AND and NOT. In order to get the desired results, place each of the arguments inside parentheses.

(duration:>300) AND ((scyther OR eevee OR chansey) AND NOT (rocket))

This will return any callthat is at least 300 seconds longand contains at least one of the words: scyther, eevee, or chansey, and does not contain the word rocket.

Without parentheses, the returned results will not be as expected.

Examples of Common Mistakes

Connecting phrases

"Facebook" OR ("face" AND "book")

("face" AND "book") will catch any utterance that contains the words face and book in no particular order or proximity to each other.

Should be: "Facebook" OR "face book"

Another option: "Facebook" OR "face book"~1, if you want to account to words that might make their way into there, but that is generally unneeded for Competitor names.

"Data coaching" AND "Data walk through" AND "walk through"

Will catch only an utterance containing ALL of the above terms. In order to get any utterance that contains at least one of them, connect with OR.

Letters and numbers

abc OR a b c OR ay bee cee

Letter abbreviations are generally caught as one word, or several one-letter words.

abc OR a b c should be enough to catch them

You may experiment with a be see OR a bee sea etc., but only use those if results are improved.

"3rd party OR 15 dollars

The search function doesnt find numbers. Numbers need to always be spelt out.

Should be: third party OR fifteen dollars

Tip: you might catch more results if you add OR fifty dollars to the above. Our ASR is not perfect, and these are similar-sounding words.

Order

("dollar" OR "buck" OR "usd" AND "price")

Should be: ("dollar" OR "buck" OR "usd") AND ("price")

Accelerator's Circle

Accelerators Circle is a community of Chorus customers, created to help you:

Connect with other revenue rockstars

Crush your goals by learning from industry experts

Get exclusive access to product updates, content, and events

Shape the future of conversation intelligence and Chorus

Does this sound interesting to you? Head over to circle.chorus.ai to get started. You should have received an email from Sophie Cheng (Director of Customer Marketing) with login information, if you didnt head to circle.chorus.ai and click Need Help? - then follow the information provided.

We look forward to welcoming you to the community!

By default, Chorus will only join external or client facing meetings. However, if you would like Chorus to record an internal meetingfor record keeping and sharing purposes (great for remote teams!) you can have prompt Chorus to do so by following the instructions below:

Step One: Make sure that you have a web conference link with the dial in info for the conference line included in the invite (Zoom in this example).

Step Two: Invite [email protected] to the invite. (This will take the place of the "External participant" and trigger Chorus to join).

Tip: For recurring meetings that you want to be recorded, just keep [email protected] invited to all future calendar invites to ensure that we always join.

It's important to take a proactive approach to ensuring your meeting participants understand the call is being recorded. However, there are certain situations, most often with unscheduled meetings where you'll need to verbally ask for recording consent.

Although this tactic may seem obvious, asking for consent verbally tends to be avoided since many people aren't sure how to phrase their request in a non-confrontationalway. Below, we've outlined three ways that have proven to work.

#1: State Recording as a Fact, Then Ask Initial Question

At RingCentral, sales representatives conducting cold calls have been coached to use this phrase when introducing themselves: "Hi, this is John calling from RingCentral on a recorded line. Is now still a good time for us to speak?"

This tactic addresses the recording concern quickly, then prompts anunrelated question to sustain the momentum during this impromptucall. Our research shows this method is most preferred with an effective rate of 96%.

#2: Provide Clear Justification for Using Recording

At SolarCity, many reps refer back to their recording as ameans of replacing notetaking. After making a brief introduction, they relay their intention for recording the call. When your audience understands the output of the recording won't be used for nefarious means, they're likely to accept.

As an example, you may mention something like this:"I like to record my calls so I can be completely focused on our conversation instead of taking notes. Do you mind?" Our research shows this method varies between 75% and 90% effective based on howspecific and concise you state the recording justification.

#3: Justification for Training Purposes

By now you've realized that indicating your intention of what you'll do with the recording helps put your prospects and customers at ease. If you aren't sure what else to say, we advise using the standard line used at most call centers: "Hi John, this call may be recorded for training purposes. Do you have a few minutes to connect with me?"

This is the least effective method to verbally notify that you're recording- mostly because such a statement feels unnatural or robotic. However, when executed in a professional manner, our research shows this method to be 15% to 20% effective.

Overview

If you are a Salesforce Admin, you can add a link to your Salesforce Account, Opportunity, and Taskpage that maps directly to the record in Chorus. This will help your team easily access the call recording right from their Salesforce view.

Going forward Chorus will automatically add a link to the Salesforce Page after your meeting.

Note: At least 1 Chorus user needs Salesforce API access (default for Salesforce Enterprise).

Steps to set-up

1. In Salesforce: Go to Setup -> Build -> Account / Opportunity / Task -> Buttons, Links, and Actions

2. Create a ButtonorLink

3. Configure the Button as follows:

Field Label: ChorusField Name: ChorusLinkDisplay Type: Detail Page LinkButton or Link URL:

For Account Link: https://chorus.ai/api/redirect?ext_id={!Account.Id}

For Opportunity Link:https://chorus.ai/api/redirect?ext_id={!Opportunity.Id}

For Task Link:https://chorus.ai/api/redirect?task_id={!Task.Id}

4.Update the Page Layout to activate the Link

DONE!

Overview:

If you are a Salesforce Admin, you can one-click sync Chorus to connect to your Salesforce instance. This will help your team easily leverage their Salesforce data to find recorded meetings in Chorus AND have Tasks automatically created in Salesforce after each call.

On top of that, you can customize Chorus and your Salesforce instance to show relevant details - such as importing your picklist values into Chorus so you can filter calls by them, or pushing conversation data to your Salesforce opportunity, so you can see when competitors come up in your team's conversations. We even have a Salesforce package that willintegrate natively as a module on your Account, Opportunity and Lead pages in Salesforce. This gives your team access to all their recorded meetings directly in their Salesforce view.

Read on for a full summary of the Chorus.ai Salesforce integration and instructions on how to implement it for your team!

Connecting to Salesforce:

Step 1: To begin the process, you will need to have your Chorus Admin(s) log into Chorus and connect Chorus to your Salesforce instance. This will allow Chorus to accurately capture Account / Opp / Lead data to your calls, as well as allow Chorus to push customized information to your Salesforce instance.

Full instructions for installing the package

Default Features

By enabling the basic Chorus sync with Salesforce, Chorus will automatically:

Smart syncany of your team's conversations on their calendar with the appropriate Account / Opp in SFDC. This will also allow you to sort calls in Chorus by any relevant Account / Opp data, such as:

Account Name

Opp Name

Opp Stage

Opp Size

Close Date

Push a Salesforce task with relevant call data to the Account / Opportunity the call was held with. See below for a summary!

Salesforce Task Creation

Chorus will automatically push a completed task to Salesforce after a call takes place (if your SFDC connect is enabled). There are a few naming conventions for this Salesforce task depending on how you record the meeting.

Method 1:Automatic naming of Task subject (no action required)

Scheduled Meetingsvia calendar invites will be labeled with a prefix of Chorus - & the subject of the calendar invite for that meeting.

Example: Chorus - ABC inc. and XYZ Corp. Connect

Method 2: Unscheduled Meetings will be simply be labeled as Chorus - Unscheduled Meeting

Customizable Features

On top of the basic Salesforce integration, Chorus has created functionality to provide further value to any data-driven organization:

Native Salesforce Package- visually display all call history on the Account or Opportunity record in Salesforce. Great for creatingtransparencyfor Managers andworkflow efficiencyfor rep follow up.

Import Salesforce picklists into Chorus - Allows you to filter any call data by your most relevant Salesforce data

Push Conversation Themes to Salesforce - bringvisibilityto your managers and improve your Salesforce data cleanliness

Overviews below!

Chorus.ai Salesforce Package - Transparency for your team

Why this is important:The Salesforce integration with Chorus.ai will allow you to access your meeting recordings and notes directly out of the Salesforce record. Your users will have all of their activity and insights mapped directly to the records in Salesforce.

(should take 15-30 min max)

Filter Calls in Chorus by Salesforce Picklist Values

Why this is important:This allows you to filter your calls in Chorus by anything you have a picklist for in SFDC. Example: Calls with companies of a certain size, industry, etc.

Step 1:Settings => Integration Settings => Select Picklist

Step 2: Select the Salesforce pick lists you want to be able to filter your calls by and click save when youre finished.

Step 3:When you return to the Recordings, Deals,orAnalyticspagesyou will see the new filters under CRM Fields. You can begin to filter calls by the fields you enabled in the previous step.

In this case, the user added Lead Source, Forecast Category, and Rating but you can add as many, or as few filters as you want.

Syncing All Chorus Trackers with Salesforce

You can include Chorus data in your Salesforce reports and dashboards. Just create a field called Chorus Tracker on your Salesforce Opportunity Page, and Chorus will publish all Trackers matched for meetings to their corresponding Opportunities.

Requirements:

At least 1 Chorus user needs Salesforce API (default for Salesforce Enterprise)

Salesforce Admin access to create a field on the Opportunity Record

Creating the Field

Step 1: Go into Setup in Salesforce=>Search for "Fields"

Step 2: Click on "Fields" under Opportunity

Note: You can also do this for Accounts, Contacts or Activities

Step 3: Click on New to create a Custom Field

Step 4: Set the Text Area to Long

Step 6a: Set the Field Label to "Chorus Tracker"

Step 6b: Set Length to max 131,072, so we know we have enough characters

Step 6c: Set # Lines Visible to 3

Step 6d: Include a Description or Help Text, such as- Information from your meetings with Chorus (automatically tracked)

Click "Next"

Step 7: Confirm that its Set as Visible field

Step 8: Confirm that that Opportunity Layout is checked

Step 9: Set up the field in the Opportunity Layout, click Saveand you're done!

Step 10: If you'd like create a custom field that ONLY shows when a particular type of tracker comes up (ex. a competitor), as compared to having all trackers push to the SFDC field, keep reading :)

Sync a specific Chorus Tracker with Salesforce

It is possible to only push a specific Type of Chorus Tracker to SFDC, in order for you to highlight a high-signal tracker and take action on it every time it comes up. A common example is a Competitor - if a competitor comes up in a late stage deal, it is a key indicator that the prospect is likely to make a purchasing decision, but your competitive messaging needs to be on point ;)

Step 1: Click on Setup

Step 2: Click on the Opportunities object, then select the Fields section

Step 3: Scroll down and click on the New Field button

Step 4: Select the Text option

Step 5: Label the field Chorus Competitor

Step 6: Provision access to the field

Step 7: Select the desired Layouts

Step 8: Click Setup and navigate to the Create tab. Within Create, select Workflow & Approvals and then Workflow Rules.

Step 9: Click New Rule button

Step 10: Select the Opportunity object

Step 11: Label the Rule, Chorus Competitor, select the Evaluation Criteria as created, and any time its edited to subsequently meet criteria. Within the Rule Criteria, add True and click save.

Step 12: Click Add Workflow Action and select New Field Update

Step 13: Label the Field Update, Chorus Competitor, click the Field to Update and select Chorus Competitor

Step 14: Select Use a formula to set the new value, then type the following formula:

IF (CONTAINS (Chorus_Competitor__c Your competitor name), Your competitor name, Text that will display if competitor is not found)

Step 15: Return to the Workflow Rules section within Setup, and click Activate on the Chorus Competitor Workflow

If you use the Outreach dialer to record your outbound sales calls, you can map these call recordings to SFDC. All you have to do is create a field at the task level in SFDC and map the calls from Outreach to this field.Once you have this set up, you can integrate Outreach with Chorus, and we will pull in the recordings on an hourly basis.

Outreach Setup

Step 1: Outreach Field Mapping

Navigation:Settings -> Plugins -> Salesforce -> Tasks (Calls) -> Fields

Step 2: Outreach Field Mapping to New SFDC Field

Important: If you don't have an existing field in Salesforce set to push the Recording URL, you'll need to create one. Read below for how to create the Activity field in Salesforce and make it viewable in your Salesforce instance.

Salesforce Setup

Step 1: Create Custom Activity Field

Setup -> Customize -> Activities -> Activity Custom Fields

Step 2: Create New Field

Step 3: Select Text Field

Step 4: Name/Describe the Field

Step 5: Grant Permissions

Note:Do not check "Read Only" as Outreach may not pick up the field if it is marked read only.

Step 6: Add to page layouts

DONE!

It is possible to only push a specific Type of Chorus Tracker to SFDC, in order for you to highlight a high-signal tracker and take action on it every time it comes up. A common example is a Competitor - if a competitor comes up in a late stage deal, it is a key indicator that the prospect is likely to make a purchasing decision, but your competitive messaging needs to be on point ;)

Step 1: Click on Setup

Step 2: Click on the Opportunities object, then select the Fields section

Step 3: Scroll down and click on the New Field button

Step 4: Select the Text option

Step 5: Label the field Chorus Competitor

Step 6: Provision access to the field

Step 7: Select the desired Layouts

Step 8: Click Setup and navigate to the Create tab. Within Create, select Workflow & Approvals and then Workflow Rules.

Step 9: Click New Rule button

Step 10: Select the Opportunity object

Step 11: Label the Rule, Chorus Competitor, select the Evaluation Criteria as created, and any time its edited to subsequently meet criteria. Within the Rule Criteria, add True and click save.

Step 12: Click Add Workflow Action and select New Field Update

Step 13: Label the Field Update, Chorus Competitor, click the Field to Update and select Chorus Competitor

Step 14: Select Use a formula to set the new value, then type the following formula:

IF (CONTAINS (Chorus_Competitor__c Your competitor name), Your competitor name, Text that will display if competitor is not found)

Step 15: Return to the Workflow Rules section within Setup, and click Activate on the Chorus Competitor Workflow

This article will take you through the setup steps necessary to have Chorus.ai import all of your team's conversations from Outreach.io, and display all your recordings natively on the Account page in Outreach.io.

This will also give your team access to Chorus.ai's powerful AI analysis and call transcription, as well the ability to engage with all of their conversations (call commenting, sharing, playlists, and more!).

Pre-setup requirements:

1. You should have Outreach Voice already set up to record your team's outbound dials. A full walkthrough of this can be found here.

2. You need to beboth an Outreach Admin and Salesforce Admin to enable the integration.

Setup

1. Customize your Layout in Outreach.io- Go to any Account, select one of the system layouts and select "edit", then click on "clone", AND set "Sharing" to "Shared with Others".

Guide: Quality Control Meetings Booked

2. Add the Chorus.ai Tile to your Layout- Click "Add New Tile", select Chorus.ai from the drop down menu, and resize it to fit your Outreach window.

3.Hit "Save"

4. Click the "Try Chorus for Free" button in the Tile:

5. Click Get Started!

6. Connect Chorus to SFDC

7.Done! Your team's recordings will now show up in your Chorus tile. Inform your team to use your new layout, and use the following guides to enable your team to get value right away!

Guide: Coach to Improve Objection Handling Guide: Creating All-Star Handoffs

Note: If you receive an error message upon setup, you may not have the correct permissions to activate the tile. Fill out the form on the resulting page and our support team will reach out!

Whenever a team member @mentions you via a Comment within a specific meeting, you will be notified via Email and through the Notification Inbox within your Chorus account.

Using the Notification Inbox you will be able to see a historical record of when a team membercommented on your meeting or @mentioned you. From within the Notification Inbox, you can click directly into the meeting where you were mentioned to review further the call further.

Once you are finished taking action or reviewing a specific @mention, navigate to the right-hand side of the page and hit 'Mark as Read'. You can always go back and choose to move an @mention back to an unread state.

Moving a Recording

If a call recording was associated with the wrong Account/Opportunity/Lead, you can move it to the correct one.

Note: Moving a Chorus recording WILL NOT move the Record in Salesforce. If you move a recording >5h after the meeting is over, we will mark the Stage as 'Unknown' to ensure consistency with your Salesforce data.

Step 1: Click on the settings icon next to the Meeting Name

Step 2: Select the Associated Record in the dropdown you would like to move the recording to

Removing a Recording

If theres a recording that youdon'twant in Chorus, it can be removed from the Account Page that the recording is currently on. Currently, only admins and the owner of the recording can remove it.

The steps to do so is the same as above, just click Delete Recording, and you're good to go!

How to record your online meetings

Chorus records the audio of your online meetings by joining them as an attendee (you can tell prospects that Chorus is your smart note-taking assistant!). When you Link Your Calendar, Chorus will automatically join and record scheduled online meetings for calendar events that include a link to an online meeting and has external invitees, excluding personal emails like gmail, yahoo, icloud, etc. Chorus works will all the major services, including Zoom, GoToMeeting, Uberconference, BlueJeans, Google Meet,and ClearSlide.

Review recorded meetings the second they're done

Chorus records and transcribes your meetings inreal time(!!!), so youcan review our Smart Transcripts as soon as your meeting doneat Chorus.ai. The quickest way to view your meeting is thesearch barat the top of every page:

Analytics Tab

Finding important moments in your meetings

Chorus makes it so easy to find the most important moments by automatically Highlighting the key moments that happen in your conversation. Just review Highlights tab to review the most important Themes from your call - such as any Competitor mentions or moments from your playbook.

Chorus automatically identifies and surfaces key deal points in all your meetings, like when you discuss Next Steps, Engaging Questions, Objections, Pricing, Integrations and more.

These AI Themes are helpful for planning your Next Steps, handing off an account to Customer Success, or doing a deep dive on a deal pipeline review. We built Chorus moments so you can understand the true state of a deal in under 5 minutes.

Requesting and sharing feedback with comments and @mentions

Run into a tough moment in a meeting and didn't know what to do? Justfind the momentin Chorus, click toadd a comment, and@mention your managerin it.She will get an email with the comment and a link to review the moment. When she replies to your comment with feedback, you'll receive an email.

If you just handled a difficult objection like a pro and want tobrag to your teamshare best practices, you can type@everyoneto share with your entire company,@[your team name]to share with reps and managers on your team.

Using playlists to keep track of coaching moments and best practices

From the Playlists page, you can create and listen to playlists. Playlists are particularly helpful to document best practices to use for ramping up new reps, and to keep track of moments to discuss in coaching sessions.

To add a snippet or call to a playlist:

Click share

Crop your snippet

Select which playlists to add moments to

How to learn from the rest of your team

Chorus Admins can Create a Tracker for a skill or piece of product knowledge you want to master (e.g. how to confidently ask for a prospect's business.

Go to the and select a tracker or input topic of interests in the search bar.

In the filters above, you can select your team's top performer from the Add Filters button, select a team member and then select Closed Won from the Stage (Current).

At the top of the page, there is a dropdown next to Analytics where you can select various dashboards that will help you find out call activities between reps, their talk/listen ratios, and what the top performing rep does in this situation on deals that closed via Talk Track dashboard. You can even, create a playlist and study it over the weekend.

Thank you for following along, and please don't hesitate to reach out to [email protected] with any questions!

Note: you have to be aGoogle Apps Super Adminto complete this setup.

When you connect your calendar to Chorus, Chorus automatically recognizes online meetings on your calendar and joins them as an attendee to record the audio. This article show you how to enable the Google Apps API to pre-authorize Google Calendar Connect for your entire team. When this setting is enabled, team members will automatically have their calendars connected as soon as they join Chorus.

FAQs:

What does Google Apps Connect do? Instead of making each rep on your team connect Chorus to their Google calendar, you can activate the entire team all at once as an Admin

Does this sync the calendars of all Chorus users?No. We only sync calendars for the 'Sales Rep' profile. For 'Managers' and 'Admin User' we don't sync the calendar. Managers and Admins can manually enable the sync from the settings page

What happens if someone new joins my team?When they sign-in to Chorus for the first time, we will connect with their Google calendar and automatically capture meetings.

What meetings does Chorus record?Chorus only records meetings with your customers. We exclude internal meetings. For details on how we record meetings you can check the related articles at the bottom of this page

Can I de-activate this later?You can stop the calendar sync by removing the Chorus access on Google Apps Admin.

How to activate Google Connect

Log in to Google Apps Admin

Open the Google API console

https://www.googleapis.com/auth/admin.directory.user.readonly,profile,https://www.googleapis.com/auth/calendar.readonly

Add a new API scope with the following details

Client Name:453902234605-ssvakfdm8jjkitj52git02nfr5flv2gb.apps.googleusercontent.com

One or More API Scopes:

For further information you can refer to the Google Apps document about "registering new APIs" from the Apps Admin page.

The My Recordings page is the first thing a rep will see when opening up Chorus. This page is a launching point to your most important recordings.

Two of the top reasons reps log in to Chorus are:

Coordinate follow-up for a recent call

Prepare for an upcoming meeting

The My Recording page is designed to help you accomplish these two things as quickly as possible.

Improving your follow up

The left section of the My Recordings page shows all of your recorded calls, ordered with the most recent one first. You can take a look at your Next Steps directly from here -- youdon'teven need to open up the recording view.

PRO TIP: Top-performing reps end every call with clear next steps. If you end your calls by saying Our Next Steps are X,Y,Z.. Chorus will automatically pick them up. No need to waste time scribbling everything down in a notebook, or trying to remember them after you come back from lunch :)

Improving your meeting prep

The right section of the page makes it easy to see all upcoming meetings that Chorus is scheduled to join and record. Use the Account name link to see all previous recordings associated with that Account. Listen to the prior meeting at 1.5x speed, or keyword search the transcript for any relevant moment to go into your next meeting with full context.

When its time for the meeting, you can launch your screenshare for the meeting directly using the Start Meeting link. If for any reason youdon'twant to record a specific meeting, just toggle off the video icon and Choruswon'tjoin the conference.

PRO TIP: Chorus automatically joins meetings that have external participants, a conference link, and dial-in info in the invite. If youdon'tsee one of your meetings on the My Recordings page, make sure you have the conference link and dial-in info in the invite and refresh the page in the browser.

PRO TIP: If you want to record something that wasnt planned on your calendar, use the Record Unscheduled Meeting link to summon Chorus to your meeting room. Great for ad hoc calls with prospects / customers.

With Chorus Global Search, you can find any call or call moment within a few clicks. Global Search allows you to search by:

Account / Opportunity

Meeting Name

Meeting transcript

If youdon'tselect one of the above filters manually, the default search will be for Account Name. Never fear, you can always select the correct filter by selecting it from a tab in the search results.

How to leverage Search Transcript

Looking to understand how team is discussing Pricing or a new competitor? Simply search for the keyword and Chorus will pull up every mention of it identified in the meeting transcript.

Click on the transcript to play the moment, and use the audio player at the bottom to adjust the playback speed, share the meeting, or save the moment to the playlist.

**This article does not replace advice from your legal counsel.

Legal Overview

Businesses often have a need to record conversations that relate to their business, customers, or business dealings. Call recording laws vary at the State and Federal levels. Federal law requires single party consent. 38 states and the District of Columbia have adopted single party consent while 12 states have adopted two-party (all participants) consent.[ 1 ]

The challenge of Jurisdiction. The jurisdiction a call falls under is unclear. For example, calls from a one-party consent state to a two-party consent state were ruled to fall under the two-party consent state (California) jurisdiction.

Our Interpretation

Some call recording vendors suggest varying whether to notify or not notify the other parties on a State by State basis. We believe simplifying complexity and minimizing exposure by adopting a single approach that satisfies the needs of the most restrictive States (e.g. California) by always notifying all parties that the call is being recorded.[ 2 ]

What Constitutes Consent

Most experts agree that implied consent is sufficient and that businesses do not require the other parties to verbally say "I agree to be recorded." This is why, for example, staying on the line after hearing "this call may be recorded," implies consent was given.[ 3 ]

Verbal notification: Telling the person the call is being recorded.

Audio notification: A periodic beep in the background of the call.

Written notification: A written disclaimer on a web form or calendar invite for a scheduled meeting.

Visual notification: A visual cue in a screen share product indicating the call is being recorded.

Obtaining Recording Consent

While the final decision rests on your legal counsel and their interpretation of how your business should obtain consent, we have outlined 5 Ways to Obtain Recording Consent.

Chorus Scorecards is a tool designed to help you deliver effective coaching programs for your reps. This article will take you through how to leverage the power of Chorus Scorecards - whether you're a Sales Enablement Leader designing a new coaching initiative, a Manager grading your team's calls, or a Rep requesting feedback on one of your latest conversations - using Chorus scorecards put you on the fast track to leveling up you and your team's skill-set.

For feedback or questions please get in touch with [email protected].

Sales Reps

Introduction to Chorus Scorecards

Effective sales reps need to be able to master skill sets from navigating the discovery call to correctly positioning the product for demos. To help reps succeed with sales initiatives like these, sales leadership and enablement teams need a simple path to manage robust coaching programs for their sales organization.

Chorus Scorecards help you implement granular feedback loops that improve sales results. Scorecard initiatives can be customized for specific sales methodologies, or you can use one of our zero-set up, Out-of-the-Box Templates for coaching on topics like Discovery Calls or Cold Calls. From here, managers can easily score the quality of their reps conversations and add personalized feedback to explain scores and help them improve skills over time, and enablement teams can track participation and progress of different coaching programs to guide the team to sales excellence and establish a culture of coaching.

Scorecards are a dynamic tool that is used differently depending on your role.

For Enablement Teams, Scorecards are a 1-stop shop to launch initiatives, track progress, and promote a coaching culture.

For Managers, Scorecards are short-cuts to coach the right calls with the help of AI recommendations, requests from reps, and structured templates.

Scorecards help Reps learn from their peers and managers with straightforward feedback, links to top examples, and personal progress tracking.

Getting Started

Its very easy to get started; just select your role!

Sales Leadership / Enablement

Team Manager

The Account Page is a useful page for tracking all recordings, calls, and opportunities tied to an account. This is a great page for team alignment because it shows all of the prior interactions with a given account.

You can see a list of recordings, crucial deal information such as the number of times key competitors came up, or topics such as budget risks. Based on the key topics you care about for that particular deal, you can drill into specific recordings with the context of what you want to listen for in mind.

Youll see the Account Page whenever you click on the Account URL from any view in Chorus.

Examples include finding an account via Search -> Accounts:

Like most pages in Chorus, the recordings are organized in order of recency. It will show the latest recording for each deal/opportunity in the account.

The view detail drop down expands to show you key information about that deal/opportunity (Owner, Stage, Closing Date, and Size).

The table for each opportunity will display the 3 most recent associated recordings. To see all of the recordings for that deal click View All Recordings in the bottom right of the card for that opportunity.

Each recording will have the Next Steps and Risks our AI has identified. You can comment or share on these moments right from the Account Page!

The Recordings page is where you can view all the calls that have been recorded in Chorus by anyone in your company. If youre a manager, this is where you will default to when you login - so you can easily view whether key closing signals were identified across your teams meetings (such as Next Steps and Deal Risk), and sort by important indicators like Opportunity Stage and Deal Size. Intrigued? More info below!

Finding your teams meetings

The Recordings page will default to showing all calls greater than 1 min long, sorted by most recent call. However, you can use the filters at the top of the page to find calls from individuals, entire teams, or opportunities in specific stages.

For finding your teams conversations, use the Rep / Team Filter and select the appropriate person or team.

PRO TIP: Use the Save Filter button so youdon'thave to re-input your preferred search setup over and over again.

Sorting by Key Themes

You can sort calls by the columns in the Recordings page to quickly highlight the most relevant calls to review. The calls are defaulted sorted by most recent date, but you can also sort by:

Duration

SFDC Stage

Next Steps

Risks

From all of our product feedback sessions, Managers told us that knowing whether there are Next Steps on a call, and whether Risk was identified, were two of the most important things they were looking for in their teams calls. This is why weve highlighted them for you to review - without having to click into the full call!

Next Steps - Chorus automatically identifies Next Steps in your teams conversations by looking for language like Our Next Steps are, Ill follow up with Action Items, Ill follow up with you, etc. Our AI is trained specifically off of sales / CS conversations, so is very good at picking up any time that Next Steps are identified. If there are one (or zero!) Next Steps are identified by Chorus, chances are the Prospectisn'tclear on Next Steps either.

Risks - Risks looks for language like I have a problem, we have concerns, we identified an issue, etc. Essentially anything that could present a potential roadblock to closing the deal. The more Risks that were identified by Chorus, the higher likelihood there is that the deal is at risk - and may need your intervention.

Quick Wins / Use Cases

Identify calls without clear next steps:

Filter by your team

Sort by Next Steps - least to greatest

Calls with 1 or less Next Steps are less likely to move forward to the next Opportunity stage - click on the number under Next Steps to listen to them and view the transcript

Identify calls with Deal Risk

Filter by your team

Sort by Risks - greatest to least

Click on the number under risk to listen to all the Risk moments, and take action with your rep as necessary

Identify great discovery calls

Filter by your team

Filter by calls where the Stage at Time of Call was Discovery (or equivalent), and Current Stage is Closed / Won.

Click on the video icon to listen to that call, and from there save it to a playlist from onboarding new members of your team in the future

Weve only scratched the surface on some of the use cases above, but this should give you a great starting point to leverage the power of Choruss conversation intelligence in your teams conversations. Check out the Deals page for other ways to identify at risk deals in your teams pipeline.

Whats worse than being an Account Exec and not finding the BDR notes for your upcoming meeting? Being a prospect that has to answer the same questions over and over again!

Chorus.ai gives your go-to-market team the ability to have full context on every conversation thats taken place with an account. This creates a better experience for the prospect, and gives your reps more confidence in their conversations - and more confident reps close more business :)

Video Overview

Step by step guide

1. Create a field on the Salesforce Opp for the qualification call to the prospect: Qualification Call - Chorus

2.All Outreach customers can use the share button link directly within the Chorus iFrame in Outreach. BDR's should the qualification call into that field from your Chorus window in Outreach.

Non-Outreach customers can use the standard URL from the call directly in Chorus.

Alternative for non-Salesforce users: Dont use Salesforce orcan'tput any more custom fields on your Opportunities? Have your BDR send the link to the AE via Slack or your messaging app of choice :)

3. AE listens to the call at 1.5x before their Discovery / Demo call to go into their conversation with full context.

Pro Tip:

Growth oriented organizations have their AEs comment on the call within Chorus to give the BDR feedback:

Qualified Meeting: Say thank you and mention what worked well.

Unqualified Meeting: What could the SDR have done differently or better to qualify in the future? @mention the SDR manager in the comment to increase alignment.

The average BDR averages one connect (live convo with prospect) out of every fifteen-twenty calls. That means, as a BDR manager, you have to shadow for close to 90 minutes to even hear a single attempt! This makes it extremely difficult to coach through actual film review.

Chorus allows you to find the coachable moments for your team in one click. Utilize your disposition field from outreach to highlight the calls where your sales team delivered a pitch, but failed to convert the meeting.

Deep dive into these calls to understand what the most common objections are, provide feedback on best practice reversals, and to ensure your team is improving in the conversations that matter.

Video Overview

Step by Step Guide

1. Log into to www.chorus.ai and map your task disposition from Outreach to Chorus.ai in your Admin Settings if your Admin has not already done so. *Note*: Requires Chorus Admin access. For additional instructions review our Salesforce Integration Overview.

Playlist

2.Use the Salesforce filter in the Recordings tab to identify calls with picklist values which map to Call Dispositions like Connect - Bad Timing and Connect - Competitor (or equivalent). Save the filter as appropriate.

3. Quickly review recordings at 1.5x speed and provide feedback to your rep

Did we deliver the right pitch?

Did we qualify properly?

Did we clearly show competitive differentiation?

Are you seeing trends or was this a one-off?

4. Comment and share clips back to your team using our Slack Integration to highlight important learning moments or wins!

Manager Pro Tip

Managers on growing teams utilize the Chorus functionality to save standout qualification calls or important learning moments, so that new reps can decrease ramp time by quickly learning best practices.

As a BDR manager, youre often tasked with both quantity and quality. You need your team to book meetings for your AE team, but those meetings have to adhere to a certain set of rules. The challenge is looking into your CRM for the list of meetings your team booked, and then trusting the call notes or digging through old email bccs to identify whether or not this is a good meeting.

Chorus allows you to find the coachable moments for your team in one click. Utilize your disposition field from outreach to highlight the calls where your sales team delivered a pitch.

Create a saved view that you can use once a week to ensure proper quality standards are met.Deep dive into these meetings to provide feedback on qualification parameters, messaging/talk track adherence, as well as scheduling and handoff norms.

Video Overview

Step by Step Guide

1. Log into to www.chorus.ai and map your task disposition from Outreach to Chorus.ai in your Admin Settings if your Admin has not already done so. *Note*: Requires Chorus Admin access. For additional instructions review our Salesforce Integration Overview.

Playlist

2. Use the Salesforce filter in the Recordings tabto identify calls with picklist values which map to Call Dispositions like Connect - Demo booked (or equivalent). Save the filter as appropriate.

3. Quickly review recordings at 1.5x speed and provide feedback to your rep

Did we deliver the right pitch?

Did we qualify properly?

Did we clearly show competitive differentiation?

Are you seeing trends or was this a one-off?

4. Comment and share clips back to your team using our Slack Integration to highlight important learning moments or wins!

Manager Pro Tip

Managers on growing teams utilize the Chorus functionality to save standout qualification calls or important learning moments, so that new reps can decrease ramp time by quickly learning best practices.

Following up is the bane of every rep - it's annoying, it requires time, butnothing can destroy a deal faster than poor follow up.

How to make this process easier? Have Chorus.ai take your Next Steps for you?

Our customer algorithms pick up anything related to Next Steps for you automatically, such as "ournext steps are", "I'llfollow up with you", "I'llsend youmore info", etc. What does this mean?

The more concrete your next steps are, the better Chorus will be at picking them up

Now you will never have to spend the last 5 minutes of a call trying to scribble down what the prospects says, miss something important, and send a follow up email with missing action items again. Especially valuable for any rep that finds themselves on back-back calls, or sending a follow up a day late!

Quickly finding your Next Steps

1. Next Steps from the Recording page

You can easily find your Next Steps anytime you're on any call recording by clicking on the Next Steps theme on your Call Review tab. This will pull up the transcript and allow you to play those moments.

Pro Tip: You can also skip directly to the last 5 min of the call and listen to it at 1.5x speed to get full context!

2. Next Steps from the My Recordings page

The My Recordings page will show you a list of all your most recent calls. Just click the number under Next Steps, and Chorus will pull up your Next Steps for you, without having to click into the full call!