Sections in this article:

Overview, Highlights, and Key Features

  • The integration makes use of a "bridge" page to remove ambiguity on transaction selection. This is talked about more below.

  • You will manage Transaction information in Sisu (NOT in Chime) and it will be synced back to Chime.

  • You will manage Lead information in Chime (NOT in Sisu unless specifically overriding a field on a particular Sisu transaction for some reason) and it will be synced back to Sisu UNLESS the Sisu transaction is closed, lost, or locked OR if the field was manually changed in Sisu.

  • You will manage Appointment information in Chime (NOT in Sisu) using Chime's native appointment functionality.

  • Chime Dialer calls, texts, and emails are synced to Sisu. They are rolled up into the main Sisu activities ("Number of Dials", "Emails Sent", "Text Messages").

  • Manually logged calls, texts, and emails are synced to Sisu.

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

  • If a Sisu transaction is locked, the integration will not modify anything on it. In other words, changes in lead information in Chime will NOT flow back to that transaction.

  • The integration does NOT currently do anything with historical transactions - only current ones (i.e not closed or lost).

  • The integration does NOT rely on Chime pipelines.

Five Rules of Thumb When Using This Integration

  1. ALWAYS create new SISU transactions using the bridge page (otherwise the transaction will be invisible to the integration). However, you can modify transactions directly in Sisu bypassing the bridge page if desired (such as for your transaction coordinator's workflow).

  2. NEVER create OR modify CHIME transactions (the integration will maintain them).

  3. ALWAYS use native Chime appointments (simply as they are intended to be used).

  4. Chime appointments will NEVER create Sisu transactions by themselves (you MUST use the bridge page to create a Sisu transaction and pull over the Chime appointment information). However, they will update open Sisu transaction(s). This may take up to a minute or two to apply.

  5. ONLY manage your lead sources in Chime. NEVER use Sisu's lead source merging functionality with this integration. If you want to clean up your lead sources, do that in Chime and the integration will mirror them in Sisu. See more here.

Enabling the Integration

There are four steps to enable the integration:

  1. Ensure ALL your current agents/users are created in Chime and Sisu and ensure their email addresses match EXACTLY between Sisu and Chime. (If this isn't done correctly, nothing else will work.)

  2. Ensure ALL your CURRENT (not closed, lost, canceled, or deleted) transactions have been imported or manually created in Sisu making sure each Sisu transaction has a "Contact Email" that exactly matches a lead's email in Chime. If a Sisu transaction and corresponding Chime lead doesn't have a matching email address, enter a unique fake one since an email is required. The import process will be facilitated by our Onboarding Team. (Historical transactions can be imported later as the Chime integration does not currently make use of them.)

  3. Configure the integration. [Self-service configuration hasn't been released yet. At the moment, we will work with you to manually configure the integration.]

  4. Turn it on. [At the moment, we will be doing this as well once we work with you to configure your integration.]

Additional information concerning importing your CURRENT transactions into Sisu:

  1. [Coming Soon] If you have used Chime transactions and they are up-to-date and accurate, we can sync those over to Sisu for the CURRENT transactions directly from Chime.

  2. If you import your CURRENT transactions into Sisu via a spreadsheet, and if you also have any of those transactions in Chime, there might be some duplicate transactions in Chime that will need to be cleaned up.

Syncing Chime Transactions

  • After the integration is turned on, all existing Chime leads will have a lead-specific URL added to a custom field called "Sisu Link." You'll have to click "View Full Details" to see this field. This link will take you to the Sisu "bridge" page and is what you'll use to create or manage your Sisu transactions for that Chime lead.

  • Newly created Chime leads will have this link added within 45 seconds. If needed, you might have to refresh your page in the browser.

  • New transactions must be created via the bridge page (or by creating a Chime appointment) in order for them to be linked. Creating them directly in Sisu won't do it. Modifying transactions directly in Sisu is fine.

Manage your TRANSACTION information in Sisu (NOT in Chime)

  • Once an address is added to a transaction in Sisu AND the transaction is at a Sisu status of at least SIGNED, the integration will either create a new Chime transaction or update an existing Chime transaction as appropriate for that Chime lead that will then be directly linked to the Sisu transaction. (Note - The reason we wait until an address is added and the Sisu status is at least signed is twofold -- first, transactions in Chime must be named, so we will use the property address on the Sisu transaction as this name; second, we want to avoid cluttering Chime with transactions for leads who may not proceed beyond appointments. In Sisu, it's useful to begin tracking transactions as early as possible in the pipeline in order to report conversion metrics. However, in Chime it is arguably preferable to wait to create transactions until they're a little more certain, as other details about engagement with the lead are simply tracked on the lead itself.)

  • The above transaction syncing only occurs for Sisu transactions which are "linked" back to a Chime lead! Today, this linking occurs in one of two ways: when Sisu transactions are created by the integration (either explicitly via the bridge page or implicitly via a Chime appointment), it will be automatically linked; secondly, when we first enabled your integration we linked existing Sisu transactions with Chime leads based on contact details like email addresses, phone numbers, and names.

  • From the Chime lead, you can access the linked Sisu transactions via the custom "Sisu Link" field. This will take you to that lead's "bridge" page.

  • From the Sisu transaction, you can access the Chime lead via the custom "Chime Link" field. Transactions that have the "Chime Link" field filled out are linked either to a Chime lead or possibly even directly linked to a specific Chime transaction. A Sisu transaction that has a blank "Chime Link" field is NOT linked to anything in Chime and is effectively invisible to the integration. (Note - While we created you a custom "Chime Buyer Form" and a custom "Chime Listing Form" in Sisu that already contains this field, if you want this field to show up on additional Sisu forms, you must add it directly to those forms.)

  • Updating a transaction in Sisu will ALWAYS update the corresponding linked transaction in Chime and will overwrite whatever is in the linked Chime transaction. (Therefore, do NOT update Chime transactions directly.)

  • Marking a transaction "Lost" in Sisu will cancel the corresponding transaction in Chime.

  • Deleting a transaction in Sisu will delete the corresponding transaction in Chime.

  • When Seller transactions are created via the bridge page, it will pull over the Mailing Address of the Chime lead.

Manage your LEAD information in Chime (NOT in Sisu)

  • Updating a Chime lead's information will update the corresponding details on any CURRENT (not closed or lost) transactions in Sisu.

  • The Chime lead's "Source" will ALWAYS be synced to the Sisu transaction's "Lead Source" field.

  • The Chime lead's name and contact information will be synced to the corresponding current Sisu transaction(s) UNLESS the corresponding field has been manually changed/overridden directly on a Sisu transaction. If you manually change/override a "lead" field directly on a Sisu transaction (which, in general, should be maintained in Chime), we assume you know what you are doing and it will take precedence. But 99.9% of the time, you should only be making "lead" field changes in Chime.

  • If the Sisu transaction is closed, lost, locked, or deleted (at which point it is 100% gone), the integration will NOT update it.

Manage your APPOINTMENT information in Chime (NOT in Sisu)

Note. This is also how ISAs work in the integration.

  • If there are no open Sisu transaction(s) for a lead, when you create an appointment in Chime for that lead, NOTHING will happen in Sisu UNTIL you use the bridge page to create a new Sisu transaction. At that point, the Chime appointment information will IMMEDIATELY be considered and carried into the newly-created Sisu transaction.

  • If there are open Sisu transaction(s) for a lead when you create an appointment in Chime for that lead, the integration will UPDATE all of the open Sisu transaction(s) to contain the Chime appointment information... however, we will not overwrite any pre-existing information on the Sisu transaction(s) if it was manually filled-in directly in Sisu. This updating isn't quite a real-time process, so there can be a delay before the changes are reflected in the open Sisu transaction(s), but they should show eventually.

  • The integration considers the earliest "current" Chime appointment for a lead when sending that information to Sisu. What do we mean by "current"? The integration will only consider appointments that have been scheduled but not yet completed. (This way if you have repeat business a year from now and send a new opportunity/appt set transaction to Sisu, we would not pull information from a year-old Chime appointment.)

  • When you modify or delete an appointment in Chime, we will NOT update the "1st Time Appt Set" and "Appt Set For" dates on the open Sisu transactions. The only reason these dates should be altered on the open Sisu transactions is if the appointment was made in error. When you simply update or delete a Chime appointment, the original "1st Time Appt Set" and "Appt Set For" dates on the open Sisu transaction(s) should persist.

  • If the logged-in Chime user creates a Chime appointment on a lead for someone other than themself, then the "Appt Set By (ISA)" field will be set on the open Sisu transaction(s). (This is how your ISAs will work and what drives the ISA functionality in Sisu.) It does NOT matter who creates the Sisu transaction with the bridge page... the ONLY thing that sets the "Appt Set By (ISA)" field on the Sisu transaction is who created the Chime appointment.

  • When an appointment is marked as complete in Chime, we will update any corresponding open Sisu transactions to set the "1st Time Appt Met" field. (To accommodate scenarios where an agent didn't mark their appointment complete until the next day or later, we always set this date based on the actual appointment date in Chime.)

The net of this is that we encourage teams to use appointments in Chime in a way that makes sense: they should be created whenever an agent is meeting with a lead, which allows you to take advantage of Chime's ability to sync this to the agent's calendar, and also to send invitations and reminders to the lead. If the appointment needs to be rescheduled, just do so in Chime, to ensure that calendar updates are also generated. We'll then surface this information in Sisu in a way that makes sense for Sisu reporting. Again, we only are interested in the first appointment set on the Chime lead in order to track ISA-to-agent conversion performance. If an agent wishes to track subsequent appointments with active clients in Chime (which they SHOULD do), Sisu is only ever concerned with the initial appointment.

Field Mappings between Sisu and Chime

Lead Fields: You will manage Lead information in Chime (NOT in Sisu unless specifically overriding it on a particular Sisu transaction) and it will be synced back to Sisu.

Chime Lead Field →

Sisu Transaction 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 (can't be overridden in Sisu)

Reg Date

Lead Date (can't be overridden in Sisu)

Transaction Fields: You will manage Transaction information in Sisu (NOT in Chime) and it will be synced back to a Chime transaction but only after an ADDRESS is added to the Sisu transaction.

Sisu Transaction Field →

Chime Transaction Field

Transaction Type

  • Buyer

  • Seller

  • Buyer (with Rental field set to "Yes")

  • Buyer (with Rental fields set to "Yes")

Transaction Type

  • Purchase

  • Listing

  • Lease

  • Other

Address Line 1

Property Address / Transaction Name: Address

Address Line 2

Property Address / Transaction Name: Address

City

Property Address / Transaction Name: City

State

Property Address / Transaction Name: State

Postal Code

Property Address / Transaction Name: Zip

Transaction Amount

Close Price

GCI

Gross Agent(s) Paid Income

GCI

Team Revenue

Agent Revenue

(we don't do anything with Commission Rate)

Signed Date

Agreement Signed Date

Under Contract Date

Contract Date

Forecasted Closed Date

Expected Close Date

Closed (Settlement) Date

Close Date

Buyer Agreement End Date

Listing Expiration Date

Expiration Date

You will manage Appointments in Chime (NOT in Sisu) and it will be synced to the lead's open Sisu transactions or it will create a new Sisu transaction if no open Sisu transactions exist for that lead.

Chime Appointment →

Sisu Transacion Field

Chime Appointment

1st Time Appt Set

Date the FIRST Chime Appointment was INITIALLY created on the lead.

(Subsequent Chime appointments are ignored and modifying the initial Chime appointment won't update this field.)

Chime Appointment

Appt Set For

Date the FIRST Chime Appointment is INITIALLY set for.

(Subsequent appointments are ignored and modifying the initial appointment won't update this field.)

Chime Appointment

1st Time Appt Met

Date the FIRST Chime Appointment was set for and gets set whenever the agent marks the Chime appointment complete.

(This field WILL get updated when modifying the initial Chime appointment.)

Tracking Activities

Activities are pulled historically for all Chime users. The integration will do this for phone activity, text messages, and emails. Don't get scared off by the diagram below. It's only this detailed 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).

Note: Activity syncing is NOT a real-time process though we try to do it as fast as possible. Sometimes it can take a while for your Chime activities to show up in Sisu. (However, once those activities start flowing again, it will heal/catch up and record those past activities. Those past activities won't be lost.)

Phone Activities

Notes:

  • Only Incoming and Outgoing Dialer Calls longer than 5 minutes are counted as Sisu 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.)

  • Manually logged calls with a "talked" outcome are also counted as Sisu Conversations.

  • 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:

  • Chime Dialer texts and emails are synced to Sisu, but we don't expose custom activities for them yet. They are simply rolled up into the Sisu core activities.

  • Manually logged texts and emails are also tracked and counted as Sisu Conversations.

Tracking Lead Source Counts

Lead Sources

  • 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.

  • 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.

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)

Current Limitations

  • We can't do anything with "private" leads in Chime - at all. They are private. Only "team" leads in Chime will work with the integration.

Coming Soon Enhancements

  • Chime Dialer calls, texts, and emails are synced to Sisu, but we don't expose individual activities for them yet. They are simply rolled up into the main Sisu activities ("Number of Dials", "Emails Sent", "Text Messages"). We will provide more insight into these individual activities beyond the rollup.

  • Self-service configuration pages

  • Configuration of what a "conversation" means for texts and emails.

  • If you have used Chime transactions and they are up-to-date and accurate, we will be able to sync those over to Sisu for the CURRENT transactions directly from Chime.

Future Potential Enhancements

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

  • Client Branding of the "Bridge Page".

  • Tagging in Chime to trigger custom Activities in Sisu.

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