Creating an Intercept Channel

One of the most powerful features Kronologic offers is its ability to communicate with existing CRM systems. Kronologic currently offers integration with Salesforce and HubSpot CRM. However, the intercept channel feature is currently only available with Salesforce integration. 

Channels are the medium through which CRM contacts connect with Kronologic meeting types and vice versa, and today we’re breaking down how to create an intercept channel. 

First, it’s important to recognize that there are three types of channels:

Import Channel: The flow of information is from Salesforce to Kronologic. An import channel allows admins to create logical conditions that once satisfied, allow meeting instances to be either initialized or initialized AND activated in Kronologic.

Intercept Channel: Also, a flow of information from Salesforce to Kronologic. An intercept channel allows admins to create logical conditions that once satisfied, will deactivate existing meeting instances.

This is useful when a method other than Kronologic has been successful in getting a response from the prospect and the seller or BDR wants to stop any activities that Kronologic has planned for that contact.

Update Channel: The flow of information from Kronologic to Salesforce. An update channel allows admins to create logical conditions that once satisfied, allow Kronologic to update the relevant Salesforce object with pertinent information, such as updating the status, stage, or owner fields.

The Art and Science of Creating an Intercept Channel

A new channel can either be created from the Kronologic Channels tab or while defining a new meeting type. At this stage, you should have already defined the desired meeting types in the platform.

Intercept channels allow admins to define the conditions under which, an already active meeting instance in the platform should be deactivated. Once the instance is deactivated, the status for the instance is changed to “canceled”. However, if the instance status is already in a final state, there is no change made to the instance status.

These logical conditions can be defined in exactly the same way you're used to building Salesforce reports. For example, Status is “Working - Contacted” AND owner role contains BDR, etc.

The intercept channel creation process can be completed in 3 easy steps.

Defining a channel name and associating a meeting type

Defining which integration and object

Defining intercept logic to deactivate meeting instances

Defining a channel name and associating a meeting type

While defining an intercept channel, admins need to associate a meeting type, the meeting instances of which should be deactivated based on the channel logic. 

Intercept channels and meeting types have many-to-one relationships. This means that a channel can be associated with only one meeting type. However, you could establish multiple import channels for a given meeting type.

Defining which integration and object

The integration platform chosen by default here is Salesforce since creating an intercept channel feature is only available for Salesforce integrations currently. This functionality for HubSpot integration is expected to be released in 2021. 

Kronologic object types ("lead", "contact" and "opportunity contact") are the same objects as in Salesforce. For example, if you select "Lead" from Kronologic's channel setup menu, you are selecting the Lead Object within Salesforce.

Defining intercept logic to deactivate meeting instances

The third and final step is to define the logical conditions that once satisfied, will deactivate the active meeting instances.

Based on the integration object you select, Kronologic will allow you to reference any field associated with that object, including custom fields. You can set the intercept logic using these object fields. By setting this logic, the user basically tells Kronologic to pay attention to any changes happening to the object field.  

For example, you can set an Opportunity Contact’s stage to “Closed Won” to cancel all the meeting instances that have been scheduled for opportunity contacts whose stage has been changed to “Closed Won”. 

Once you’ve completed the three steps above, clicked "Create" and have enabled the channel, Kronologic will automatically perform the desired action for each associated meeting type. 

Once enabled, the intercept channel will only deactivate the meeting instances that meet the criteria AFTER the channel is enabled. For the deactivated instances, the instance status is changed to “Cancelled” in the Instances dashboard

As long as the channel is set to “Active”, the intercept channel will remain in action. Once the channel is disabled, the channel action will stop. Admins can also clone, edit, and delete channels once they are created.

Originally published Jan 21, 2021 3:21:37 PM, updated

Topics: Channel

Snehal Jogdand

Written by Snehal Jogdand

Snehal Jogdand is a dynamic business professional with 7 years of diverse industry experience. She is passionate about developing innovative solutions that combine cutting-edge technology with a deep understanding of customer needs. With an extensive background in both customer driven roles such as sales, marketing, market research as well as technology driven roles such as business analyst, product owner and scrum-master, she upholds tech-driven approach to problem solving.