(Note - We aren't currently onboarding any additional clients to version 1 of the Chime integration. However, we are diligently working on version 2 which will be vastly improved! Feel free to reach out to us and we will make sure you are on the list and we will notify you as soon as it's ready for your team!)

Key Definition

  • Real-time - For purposes of this article, "real-time" means "as soon as Chime allows us to be aware of a change." This can be immediate or it can take a few minutes. We are monitoring to get an average of this delay. (For anyone who is curious and wants to get into the technical weeds, the reason for this is because Chime has an "eventual consistency" model.)

Overview, Highlights, and Key Features

  • The integration utilizes a combination of Chime pipelines and Chime transactions.

  • For Chime transaction information, the integration is bidirectional (Sisu-to-Chime and Chime-to-Sisu).

  • For Chime lead information, the integration is unidirectional (Chime-to-Sisu only) which is by design.

  • Historical and real-time Chime lead sources and lead source counts are synced to Sisu.

  • Historical and real-time Chime activities (calls, texts, emails) are synced to Sisu.

  • Historical and real-time Chime transactions are synced to Sisu.

  • If a Sisu transaction is locked, the integration will not modify anything on it.

  • Depending on your existing data (Chime and/or Sisu), we might need to turn on individual pieces of the integration in stages (vs. flipping the switch on for all of the functionality at once) and a reconciliation report (that we will provide) might need to be worked through.

First Steps, Setup, and Initial Synchronization:

The integration relies on the principle of "garbage in / garbage out". In other words, we simply pull over what is in Chime to Sisu (and vice versa), so for most new integrations, it's generally best to get your Chime data (specifically your Chime transactions) as accurate as possible upfront. However, as part of turning on the integration, there are certain data situations where we may require you to clean up some of your data in Chime and/or Sisu before certain pieces of integration functionality can be turned on. If this is the case, we will provide a reconciliation report for you to work through.

*** EXTREMELY IMPORTANT ***

Before we turn on any parts of the integration, if you already have existing users in Sisu, ALL user email addresses must match EXACTLY between Sisu and Chime.

If you do NOT already have users (aside from your admin user that is created upon Sisu account creation) created in Sisu (which is the optimal case), then any existing Chime users will be automatically created in Sisu by the integration using what is found in Chime. This will also occur for any new Chime users created moving forward. However, after the integration creates the users in Sisu, a "Welcome email" (which allows the user to set up a password) will NOT be automatically sent. You will need to do this manually on each user in Admin > Users. Also, you can set their password directly if desired.

What we need from you to begin the integration:

  1. Reach out to us in our chat widget letting us know you want this integration if your Account Executive hasn't already started the process. Then we will send you an initial reply with more information we need to collect to begin the process.

  2. Read this ENTIRE knowledge base article and bookmark it. Visit it frequently, keep it handy, and ask any questions if something is not clear.

Things to note:

  • The initial synchronization will try to synchronize Chime transactions to Sisu and Sisu transactions to Chime (and match any existing transactions between the two systems as best possible) and will keep them synchronized moving forward in real-time.

  • If you already have transactions in Sisu before the transaction syncing functionality is turned on, the integration will assume that the leads already exist in Chime with a matching email address that is used in the Sisu transactions - otherwise, the Sisu transactions will NOT sync over to Chime.

  • Your leads in Chime that you want to sync transactions to/from MUST have a UNIQUE email address. If they currently don't, you need to add UNIQUE email addresses to them - even if they are fake. A UNIQUE email address is REQUIRED for any Chime leads to sync their transactions between Sisu and Chime. We can't stress this point enough.

  • You will want to ensure, at a minimum, that each historical Chime transaction has a Closed Date set.

  • Unless specifically set in Chime, all "previous" dates will be populated in Sisu. For example, if a Chime transaction only has a Closed Date, we will set the 1st Time Appt Set date, 1st Time Appt Met date, Signed Date, Under Contract Date, and Closed (Settlement) Date all to the Closed Date on the Sisu transaction.

  • "Canceled" Chime transactions are pulled over to Sisu as "Lost" transactions. However, this only applies to transactions that occur after the integration is turned on. Historical "canceled" Chime transactions are not synced over to Sisu.

  • If there are bogus transactions that you need to remove completely, you will need to DELETE them in BOTH systems. Deleting in one system will NOT trigger a deletion in the other system.

Transaction Type Mapping:

Chime Transaction Type →

← Sisu Transaction Type

Purchase

Buyer

Listing

Seller

Lease

Buyer (with Rental field set to "Yes")

Other

Buyer (with Referral field set to "Yes")

Field Mapping:

Unidirectional Synching (Chime-to-Sisu only)

Lead Fields:

(If you want to change something in here, you need to do it in Chime.)

Chime Field →

Sisu Field

Assigned to

Agent

Lead Type

Client Type (B/S)

First Name

First Name

Last Name

Last Name

Email Address (only the first one)

Contact Email

Phone (1st valid)

Mobile Phone Number

Phone (2nd valid)

Home Phone Number

Source

Lead Source

Reg Date

Lead Date

Bidirectional Syncing (Chime-to-Sisu and Sisu-to-Chime)

Transaction Fields:

(If you want to change something in here, you can do it in Chime or Sisu.)

Chime Field →

← Sisu Field

Property Address / Transaction Name: Address

Address Line 1

Property Address / Transaction Name: Address

Address Line 2

Property Address / Transaction Name: City

City

Property Address / Transaction Name: State

State

Property Address / Transaction Name: Zip

Postal Code

Close Price

Transaction Amount

GCI

Team Revenue

Agent Revenue

(we don't do anything with Commission Rate)

GCI

Gross Agent(s) Paid Income

N/A - only set via pipeline transition

1st Time Appt Set

Appointment Date

1st Time Appt Met

Agreement Signed Date

Signed Date

Contract Date

Under Contract Date

Expected Close Date

Forecasted Closed Date

Close Date

Closed (Settlement) Date

Expiration Date

Buyer Agreement End Date

Listing Expiration Date

Transaction Mapping:

We match (i.e. tie together) Chime transactions and Sisu transaction using two items:

  1. Any email address for the lead in Chime. Your leads in Chime that you want to sync transactions to/from MUST have a UNIQUE email address. If they currently don't, you need to add UNIQUE email addresses to them - even if they are fake. A UNIQUE email address is REQUIRED for any Chime leads to sync their transactions between Sisu and Chime. We can't stress this point enough.

  2. The property address of the transaction.

Important: If a change is made to a transaction in one system, and the other system's transaction is ambiguous (i.e. we are not confident it is the right one), it won't modify it. We talk about this more in the videos.

Basic Chime Pipeline Transitions:

While this can be customized if necessary, here are the Chime Pipeline Stages we recommend using (which will match the Sisu Statuses):

  • Appointment Set

  • Appointment Met

  • Signed

  • Under Contract

  • Closed

When a lead is moved from one Chime pipeline stage to another, the below table is what happens.

Notes:

  • If you modify a date on the Sisu transaction, it will NOT update the Chime Pipeline (because the pipeline is associated with the Chime "lead" and not the Chime "transaction").

  • Transitioning to a non-Sisu pipeline doesn't do anything.

  • Sisu fields are set to the day of the pipeline transition. After the pipeline transition, you can update the dates directly in Sisu if needed (but again, it won't affect the pipeline in Chime).

  • Previous explicitly set dates in Sisu will be maintained as long as the pipeline progression doesn't go past that respective date (if it does, it will clear those dates in Sisu). In other words, the explicitly set date in Sisu will be kept instead of using the day of the pipeline transition.

  • When progressing forward in the Chime pipelines, when a date is set in Sisu, it will set any of the "previous" dates as well (see 1st example below).

  • When progressing backward in the Chime pipelines, when a date is set in Sisu, it will clear out any of the "latter" dates as well (see 2nd example below).

  • If a Sisu transaction is locked, the integration will not modify anything on it.

For example, here is what happens when moving forward in the Chime pipelines:

From Chime Pipeline:

To Chime Pipeline:

Sisu Field(s) Set:

Resulting Sisu Status:

Leads (or another non-Sisu pipeline)

Appointment Set

  • 1st Time Appt Set

APPT SET

Appointment Set

Appointment Met

  • 1st Time Appt Met

APPT MET

Appointment Set

Signed

  • 1st Time Appt Met

  • Signed Date

SIGNED

Appointment Set

Under Contract

  • 1st Time Appt Met

  • Signed Date

  • Under Contract Date

PENDING

Appointment Set

Closed

  • 1st Time Appt Met

  • Signed Date

  • Under Contract Date

  • Closed (Settlement) Date

CLOSED

And for example, here is what happens when moving backward in the Chime pipelines:

From Chime Pipeline:

To Chime Pipeline:

Sisu Field Set:

Sisu Field(s) Cleared:

Resulting Sisu Status:

Closed

Under Contract

Under Contract Date

  • Closed (Settlement) Date

PENDING

Closed

Signed

Signed Date

  • Closed (Settlement Date)

  • Under Contract Date

SIGNED

Closed

Appointment Met

1st Time Appt Met

  • Closed (Settlement Date)

  • Under Contract Date

  • Signed Date

APPT MET

Closed

Appointment Set

1st Time Appt Set

  • Closed (Settlement Date)

  • Under Contract Date

  • Signed Date

  • 1st Time Appt Met

APPT SET

Advanced Chime Pipeline Transitions:

When using pipeline transitions for Chime leads that are BOTH buyer and seller:

  • Both a Buyer and a Seller transaction will be created in Sisu - one for each side of the deal which is how Sisu tracks double-sided deals.

  • 1st Time Appt Set, 1st Time Appt Met, and Signed Date can be set and it will apply to BOTH Sisu transactions. However, Under Contract Date and Closed (Settlement) Date can NOT be set with pipeline transitions because it is ambiguous which transaction in Sisu (buyer side or seller side) the pipeline transition is referring to.

Chime / Sisu Transaction Synchronization:

How Chime transactions are utilized:

  • IMPORTANT - Once a Chime transaction is created, the Chime pipeline transitions no longer govern the dates in Sisu (meaning if you change the Chime pipeline, it will have NO effect in Sisu). At this point, the dates on the Sisu transaction are synced exclusively from the Chime transaction.

  • If an address is added to a Sisu transaction directly (which generally happens after the appointment is set and met), that will trigger a Chime transaction to be created for the Chime lead.

  • The Chime transaction's Appointment Date is synced to 1st Time Appt Met in Sisu.

  • There isn't a way to only set the 1st Time Appt Set field in Sisu from the Chime transaction. A Chime pipeline stage (generally "Appointment Set") is required to do this.

Past Clients and Closed Transactions:

Coming Soon

Lost Transactions:

Coming Soon

Lead Source Counts:

Lead Sources:

  • Chime is treated as the source and "single source of truth" for lead information. If you want to fix your lead sources, fix them in Chime first. Do NOT use the Lead Source Merging functionality in Sisu.

  • Any lead sources found in Chime will be automatically created in Sisu.

  • The Lead Source field on Sisu transactions drives the Lead Sources by Agent and Lead Sources by Sales Stage reports in Sisu. These reports do NOT utilize the Lead Source Counts or Lead Source Expenses.

Lead Source Counts

  • Tracked in real-time for the team as well as per agent.

  • Full historical lead source counts are pulled from Chime (using the Reg Date of the lead).

  • The Lead Source Counts (and Lead Source Expenses) drive the Lead Source ROI by Agent and Lead Source ROI by Lead Source reports in Sisu. This KB article talks more about this. These reports utilize the Lead Source field on Sisu transactions in conjunction with the Lead Source Counts and Lead Source Expenses.

  • Do NOT update the Lead Source Counts manually in Sisu - only update the Lead Source Expense in Sisu. If you update the Lead Source Counts in Sisu, they will simply get overwritten by the integration.

  • In Sisu, this is found in Admin > Lead Sources > Counts and Expenses (for a particular lead source)

Lead Source Expenses

  • You DO need to fill this out in Sisu manually for the Lead Source(s). The integration does not do this since this information isn't stored in Chime.

  • In Sisu, this is found in Admin > Lead Sources > Counts and Expenses (for a particular lead source)

Activities:

Activities are pulled historically for all Chime users. The integration will do this for phone activity, logged text messages, and logged emails. Don't get scared off by the diagram below. It's only this detailed in order to allow for troubleshooting and to show the rollup of activities. Not all of these activities are going to be shown on your Sisu dashboard (unless you really want them to be for some reason).

Phone Activities

Notes:

  • Only Incoming and Outgoing Dialer Calls longer than 5 minutes are counted as Conversations. We can change this to a different threshold for your team if desired, but the default value is 5 minutes which is recommended for lead generation purposes. (i.e. If you didn't talk to someone for more than 5 minutes, it tends not to be a solid lead generation call.)

  • If you manually "log" a call that you also made in the Chime dialer, it will be counted twice in the activity roll-up. If you need to manually log a call that was made from the Chime dialer for some reason, it will be better to manually log a "note" instead so the integration won't double count the call.

Text and Email Activities

Notes:

  • Currently, only manually "logged" text messages and emails are included. (see "Limitations:" section below for more info). Specifically, these:

  • Currently, text messages and emails do not flow into the Sisu Conversations count. (see "Future Enhancements:" below for more info)

Limitations:

  • We can't set the "Appt Set By (ISA)" field or "TC" field in Sisu because the Chime API doesn't expose additional roles yet. We are waiting on Chime to add this functionality to their API. (Please reach out to them and let them know if this is needed.)

  • We can't track Chime Dialer text messages (we can only track manually "logged" text messages) or Chime Dialer emails (we can only track manually "logged" emails) because of another limitation with the Chime API. We will be looking at some recent changes to the Chime API that might allow this in the future.

  • We don't do anything with "private" leads in Chime - at all. They are "private".

Future Enhancements:

  • Currently, we track dialer activity for all contacts in Chime. We will eventually give the option to only track dialer activity that would be considered "lead generation" - meaning that after a transaction is associated with a contact in Chime, any subsequent dialer activities on that contact wouldn't be counted in Sisu anymore since that's not really "lead generation".

  • We plan to give the ability to configure how Text Messages and Emails will trigger Sisu Conversations. To give an example, perhaps sending and receiving at least two text messages within a certain time frame for a single lead could count as a Sisu Conversation.

  • Currently, the integration must be turned on for ALL your users in Chime. In the future, we will allow the integration to be turned on for selective users.

  • We will eventually utilize native Chime "Appointments" to set the 1st Time Appt Set date and 1st Time Appt Met date in Sisu. Right now, this can only be done with Chime Pipelines and the Chime transactions directly.

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