READ THIS FIRST - A Note For New Readers Of This Chime Integration Article
While this article might look overwhelming, don't let it intimidate you. This integration is dead simple to use and thousands of agents are using it successfully every day. 🙂
We meet with and train every single team that uses this integration and we will walk you through everything you need to know in a very easy, digestible, and understandable way - regardless of your tech experience, Sisu experience, or Chime experience. And we record your training meeting for you so you have it to reference moving forward.
Using this integration day-to-day is effortless once the workflow is understood.
The reason this article is so large is because the integration is very powerful and we have thorough documentation of many advanced questions and features. Everything about the Chime integration is simply located in this one place (eventually we will break it up) but you certainly don't have to understand all of it!
Topics in this article:
Overview, Highlights, and Key Features
The integration can only see things that happen to "team" leads in Chime.
The integration can't see anything that happens to "private" leads in Chime. They are 100% private and therefore 100% invisible to the integration. This means the integration won't count any activities (calls, texts, emails, and conversations) that are made to private leads. Additionally, it won't count private leads in Sisu's lead source counts.
The integration (and therefore, Sisu) will only show information about leads in Chime that currently exist. Therefore, if you "ERASE" a Chime lead ("deleting" doesn't have this effect), you will be rewriting history as far as Chime, Sisu, and the integration are concerned. For example, if there is a Chime lead that had 10 phone calls made to it last month, and you "erase" that lead, the integration will retroactively remove those calls (and any "conversations" from those calls) from Sisu - as if they never existed. This applies to everything in the integration - calls, texts, emails, conversations, and lead sources. Therefore, it is strongly recommended to not "erase" Chime leads.
The integration makes use of a "bridge" page to remove ambiguity in transaction selection. This is described 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 and 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 you "lock" a Sisu transaction, the integration will no longer synchronize changes to it.
The integration does NOT rely on Chime lead pipelines - at all. Therefore, you can customize them however desired. However, it does rely on Chime transaction pipeline stages (which need to be set to the defaults.)
If there are any API communication delays (which can occasionally happen) from either side of the integration (Chime or Sisu), the integration will "heal" and catch up when information begins to flow again. The activities won't be lost.
Given the way the Chime API works and its imposed rate limits, generally, the integration can synchronize changes in a few minutes. However, occasionally it can over 30 minutes (depending on Chime's API usage as a whole). This is a limitation that is out of our control currently until Chime implements reliable "webhooks".
Things To Check BEFORE We Enable The Integration
During the go-live, you will want to turn off the trigger for any triggered task lists. This is to prevent any unwanted tasks or emails from being created during the initial synchronization. As soon as the integration is turned on, you can enable the triggers again.
The integration will create a custom Chime field (called "Sisu Link") and will populate it for EVERY "team" lead in Chime (again, we can't see "private" leads). Because of this, MAKE SURE you DON'T have any Chime smart plans running that have BOTH 1.) completely blank Conditions Met AND 2.) Auto Apply turned on. You shouldn't have any smart plans configured this way regardless, but if you do, when the integration populates the "Sisu Link" field on all of your leads, it could inadvertently trigger a smart plan to fire for them as well. (And if you do have a smart plan configured this way currently, you have probably been emailing/texting leads accidentally up to this point as well.)
Enabling the Integration
There are three (possibly four) steps to enable the integration:
Your leads must be imported into Chime correctly on your initial import (if you are just switching over to Chime) as well as any subsequent imports. Specifically, for each imported lead, you want to ensure the original lead date (which shows in Chime as "Reg Date") and original lead source (which shows in Chime as "Source") are preserved.
Ensure ALL your current agents/users are created in Chime and Sisu and ensure their email addresses match EXACTLY between Sisu and Chime. [Note: if this isn't done correctly, nothing else will work.]
Ensure your current transactions have been created in Sisu.
This means Sisu transactions with these statuses: "Pending", "Signed" or "Live Listing", "Appt Met" (only if you have this information), and "Appt Set" (only if you have this information). Generally, it is best to simply create these transactions manually by hand as we can't import them from Chime.
Also, make sure each Sisu transaction you create has a "Contact Email" that exactly matches a Chime lead's email address.
Set up a meeting with Sisu's Chime integration team and read through this article.
After we meet with you, we will schedule an integration go-live night. Then, on this night, we will match the current transactions you have in Sisu to your Chime leads and any existing Chime transactions. Any Chime transactions that are matched or created and become linked via the integration will have "[Linked to Sisu]" appended to their name. For example, "123 Main St, Aspen, CO 12345 [Linked to Sisu]". These are the transactions that you don't want to delete in Chime since the integration will be managing them.
EVERYONE (Including Your Agents) Needs To Read/Understand The Following THREE Sections
1. Things To Stop Using AFTER We Enable The Integration
After the integration is enabled, all new Sisu transactions MUST be created using the bridge page (this will make sense after reading further in the KB article). This means you will need to STOP CREATING transactions directly in the Sisu web app (which includes the mobile web version as well) though modifying them is fine.
Therefore, AFTER the integration is enabled...
DON'T use the '+' button on the Transactions tab:
DON'T use the top section in the Record tab:
DON'T use the transaction duplication functionality in the Transactions tab:
2. Five Rules of Thumb When Using This Integration
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).
NEVER create OR modify CHIME transactions (the integration will maintain them once it creates them).
ALWAYS use native Chime appointments (simply as they are intended to be used).
Creating 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.
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.
3. The Proper Workflow for EVERYONE
Here are the proper workflow steps (in this order) for EVERYONE (Agent, ISA, TC, and Admin):
Make sure the Chime lead is assigned (in the "Agent" field) to the actual AGENT (not the ISA or anyone else acting as the ISA) at this point. If not, do so now. This is required before the Sisu transaction is created using the bridge page in Step 3 below. The ISA or anyone else acting as the ISA can be set to a different role on the Chime lead so they have access.
Create a Chime appointment with the lead (with the actual AGENT as the "Owner").
Whoever created the Chime appointment should immediately go to the bridge page for that lead and create the Sisu transaction.
This will create a Sisu transaction (assigned to the actual AGENT) in the "Appt Set" status because the integration will have considered the Chime appointment and the integration will fill out the "1st Time Appt Set" field as well as the "Appt Set For" field. And if an ISA or someone acting as an ISA created the Chime appointment for the actual agent in Step 2 above, that person will be set in the "Appt Set By (ISA)" field when the Sisu transaction is created in this step.
After the actual agent attends the appointment with the lead, they should "check off" their Chime appointment (in other words, mark it as complete.) This will trigger the integration to update the Sisu transaction to the "Appt Met" status because the integration will fill out the "1st Time Appt Met" field. (This can take up to 15 minutes.)
Then, any subsequent changes to the "transaction" fields in the Sisu transaction (such as filling out the "Signed Date", "Under Contract Date", etc.) should be done directly in Sisu or by first clicking "Edit" on the transaction in the bridge page. [Note - you need to be logged in to Sisu already in order for the "Edit" link to directly open up the Sisu transaction in a new tab.]
But remember, all "lead" information should be modified in Chime. And all "transaction" information should be modified in Sisu. This workflow is locked in place (or in other words, put "on rails") by the "Chime Buyer Form" and "Chime Listing Form" that are used when editing a transaction via the bridge page.
Now, if you ever have to backdate the "1st Time Appt Set" date field or "1st Time Appt Met" date field (which should be extremely rare if you are following the correct workflow), then you need to change those fields manually by switching to a different Sisu form where those fields are not marked as view-only, such as possibly the "Transaction Form". This is required because Chime will not allow you to create a Chime appointment in the past.
But all of the fields that are marked as "view only" in the Chime Buyer Form and Chime Listing Form should remain as such.
The Bridge Page: Additional Information
After the integration is turned on, all Chime "team" 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 a few minutes (often within 45 seconds). However, if you import a .CSV file into Chime containing many leads, that can take longer for the integration to churn through to add all of the links. Also, if needed, you might have to refresh your Chime tab in your browser in order to see the link.
If you change a "private" Chime lead to a "team" lead, the integration will add the link within 15 minutes (again, generally faster). You will generally need to refresh your Chime tab in your browser in order to see the link.
When new Sisu users are created, they should show up in the bridge page's agent dropdown menu within 2 hours:
Appointment Management: Additional Information
If the appointment needs to be rescheduled, make sure to EDIT it in Chime (do NOT delete the Chime appointment and create a new one).
While you should create Chime appointments for every meeting with a lead, Sisu and the integration will ONLY utilize the FIRST appointment with the lead.
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 initial appointment in Chime for that lead, the integration will UPDATE all of the open Sisu transaction(s) to contain the initial 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. Additionally, this updating isn't quite a real-time process, so there can be a delay of a few minutes before the changes are reflected in the open Sisu transaction(s).
When you use the bridge page to create a transaction in Sisu, the integration will use the earliest Chime appointment with the agent you assign the Sisu transaction to. (In this way, if an ISA schedules an appointment setting the AGENT as the "Owner" and the agent marks the appointment as complete before either of them go to the bridge page to send the transaction over to Sisu, the ISA will still get credit for setting that 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 Chime lead setting someone other than themself as the "Owner", 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 completed/checked-off in Chime, we will update any corresponding open Sisu transactions to set the "1st Time Appt Met" field. (This can take up to 15 minutes.)
To accommodate scenarios where an agent didn't mark their Chime appointment complete until the next day or later (perhaps they just forgot), we will still set the "1st Time Appt Met" date based on the actual appointment date in Chime (except for the next point below.)
If, for some reason, you complete/check-off a FUTURE Chime appointment BEFORE its scheduled appointment date, we will set the "1st Time Appt Met" date to the day you checked off the Chime appointment. So, for example, if you check off an appointment scheduled for a week from now today, we will set the "1st Time Appt Met" date to today.
If you ever have to backdate the "1st Time Appt Set" date field or "1st Time Appt Met" date field (which should be extremely rare if you are following the correct workflow), then you need to change those fields manually by switching to a different Sisu form where those fields are not marked as view-only, such as possibly the "Transaction Form". This is required because Chime will not allow you to create a Chime appointment in the past. But all of the fields that are marked as "view only" in the Chime Buyer Form and Chime Listing Form should remain as such.
Lead Management: Additional Information
You should manage your "lead" fields in Chime (and NOT in Sisu).
Updating a Chime lead's information will update the corresponding details on any OPEN (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 OPEN 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.
After reassigning a lead in Chime (referring only to the lead's primary "Agent"):
If the agent currently assigned to that lead's Sisu transaction(s) MATCHES the previously assigned agent on the Chime lead, then the integration will try to update the Sisu transaction(s) to the new agent.
If they DON'T MATCH (because you either deliberately picked someone else on the bridge page or you manually changed the agent assignment on the Sius transaction(s)), then the integration will NOT update the Sisu transaction(s) to that new agent.
Also, if there isn't a Sisu user with a matching email address to the newly-assigned Chime agent, the integration won't be able to update the Sisu transaction(s) to the new agent.
Transaction Management: Additional Information
You should manage your "transaction" fields in Sisu (and 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 can take up to 15 minutes.
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 via the bridge page, they 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. You may have to click "View Full Details" in the Chime lead's details section before you can see the "Sisu Link" field.
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 update the corresponding linked transaction in Chime and will overwrite whatever is in the linked Chime transaction. (Therefore, do NOT create or update Chime transactions manually.)
When Seller Sisu transactions are created via the bridge page, it will pull over the Mailing Address of the Chime lead. This does not happen for Buyer Sisu transactions.
See above for what happens to Sisu transactions when a Chime lead is reassigned to a different agent.
How linked CHIME transactions get created and managed by the integration
*** IMPORTANT *** There are ONLY TWO times a Chime transaction will become managed by the integration.
An EXISTING Chime transaction can be "taken over" and managed by the integration (and therefore linked to a Sisu transaction) via matching that occurs from your existing Sisu transactions mainly on your integration go-live night. When the integration "takes over" a Chime transaction (assuming we can match it from a Sisu transaction in the first place), we first look for fields that are set in the Chime transaction but not set in the Sisu transaction, and we'll back-sync those field values from Chime to Sisu that first time only in order to populate them in the Sisu transaction. This prevents us from overwriting something in Chime in the future with blanks. HOWEVER, after that FIRST time, the TRANSACTION information sync is only one-directional from Sisu to Chime. (And remember, the LEAD information sync goes the OTHER direction - from Chime to Sisu.)
A NEW Chime transaction will be created by the integration once a SISU transaction (that MUST have been created via the bridge page) reaches a SIGNED status (or further) AND has an address added to it. BOTH criteria must be met! This means a "Signed Date" (or a further date) must be filled out on the Sisu transaction as well as some of the Address fields.
The Chime transactions that are created (or possibly taken over) and linked via the integration will have "[Linked to Sisu]" appended to their name. For example, "123 Main St, Aspen, CO 12345 [Linked to Sisu]". These are the transactions that you don't want to delete in Chime, but you can remove any duplicates that don't have "Linked to Sisu" appended to them.
Additionally, the integration will only manage the linked Chime transactions correctly IF you have Chime's default transaction pipeline stages set up. If you haven't changed the defaults, then you don't have anything to worry about. Specifically, we need the transaction pipeline stages shown below and they must match EXACTLY (and are case-sensitive). We don't use Chime's "Under Contract" transaction pipeline stage because this is the same as "Pending" in Sisu.
Assuming you have the transaction pipeline stages in Chime (EXACTLY as shown below), here is what happens to a linked Chime transaction as you modify the Sisu transaction:
Deleting a transaction in Sisu will not cause anything to happen in Chime. This will essentially "orphan" the Chime transaction. The Chime API does not allow for the systematic deletion of Chime transactions.
As far as "unclaimed" MLS transactions in Chime go, you can delete them or ignore them. These are not necessary because you will be putting your transactions in Sisu well before you find out about them via your MLS. If you claim them and match them to existing Chime transactions, the integration will simply overwrite any changes they make anyway. Therefore, it's best to just delete them or ignore them.
Rentals and Outbound Referrals
In Sisu, Rentals (denoted by the
Rental field) are indicated independently of Outbound Referrals (denoted by the
Outbound Referral field). So in theory, you could have a transaction that is a Listing, has the
Rental field checked, and also has the
Outbound Referral field checked.
When we are syncing Sisu transactions back to Chime, the
Outbound Referral field takes priority. So, if a Sisu transaction is marked as an Outbound Referral we will set the Chime transaction pipeline to "Other":
Otherwise, if the Sisu transaction is marked as a Rental we set the Chime transaction pipeline to "Lease":
If neither field is set on the Sisu transaction we would just set the Chime transaction to a Listing or Purchase depending on the type of the Sisu transaction.
Lastly, please read this Sisu knowledge base article describing how dashboard credit works for rentals and outbound referrals.
Lead Fields: You will manage Lead information in Chime (NOT in Sisu unless specifically overriding a field on a particular Sisu transaction) and the integration will synchronize to the lead's OPEN Sisu transactions (it won't touch closed transactions). If you manually override a "lead" field on an open Sisu transaction, the integration will not override your changes and will no longer sync to that field (on whatever particular open Sisu transaction you overrode it on).
Appointment Fields: 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 (once you create the new Sisu transaction via the bridge page) if no open Sisu transactions exist for that lead.
Transaction Fields: You will manage Transaction information in Sisu (NOT in Chime) and the integration will create AND synchronize to a Chime transaction but only after the Sisu transaction reaches at least SIGNED or greater AND has an ADDRESS associated with it. [Remember, you will never create or modify Chime transactions directly using this integration.]
Green fields should be modified directly.
Red fields should NOT be modified directly (unless you are overriding a lead field on a particular open Sisu transaction... but this should be rarely done if ever.)
Sisu Transaction History With The Integration
The first thing to know is that any changes made to a Sisu transaction via the Chime integration will be denoted
API: apisolutiongroup in the "Changed By" column on the Sisu transaction history page. And changes done directly in Sisu will be denoted with
The second thing to know is that with Sisu integrations, Sisu attributes the actions made to the Sisu transaction (via the integration) to the Assigned Agent in the Sisu transaction history - even if the ISA or someone else initiated the action. This refers to any transactions created via the "bridge page" as well as any field changes synchronized from Chime to Sisu.
The reasons for this are that the integration doesn't actually know who "clicks" the bridge page link in Chime (i.e. that information doesn't get embedded in the bridge page link in real-time) and Sisu doesn't allow that information to be passed over.
Now, this is in contrast to things done directly in Sisu. In that case, Sisu knows who is doing it (because they know who is logged in making the actual changes) and therefore the transaction history entries will be attributed to that person.
Here is an example (with the exact steps taken shown below):
An Admin (Shane ChimeDemo) created a Sisu transaction assigned to an Agent (Bob Agent) using the "bridge page" from Chime. [You can see that all the entries are attributed to the assigned Agent (Bob Agent) even though the Admin (Shane ChimeDemo) created the transaction via the bridge page. Additionally, you can see these entries are denoted as
The Admin (Shane ChimeDemo) changed the assigned agent to another person (LiamAdminDemo LiamAdminDemo) directly in Sisu. [You can see that this is attributed to the person who actually made the change (Shane ChimeDemo). Additionally, you can see this was denoted as
The Admin (Shane ChimeDemo) changed the email address directly in Chime for the lead (Test Lead2). [And once the integration picked up this field change and synchronized it to the Sisu transaction, it was attributed to the new person the transaction was assigned to in Step 2 (LiamAdminDemo LiamAdminDemo). Additionally, you can see again that this change is denoted as
The integration will track activities (calls, texts, and emails) made to "team" Chime leads. We can NOT see any activities made to "private" Chime leads. Again, "private" Chime leads are 100% private and we cannot see them or anything that happens to them currently.
Additionally, 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. Only the orange boxes with the white border will be displayed. The ones with the dashed border won't show up on your dashboard by default.
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: Additional Information
*** IMPORTANT *** Chime counts the duration of a call to include ringing the lead, but does NOT count the time needed for Chime to call the agent to establish the bridge connection to the dialer. This is the time shown in the Chime lead's "Call Detail" section for the call (see screenshot below). Therefore, this is also how the integration counts it in Sisu's
Hours Prospected (Chime)activity (which rolls up to Sisu's general
Hours Prospectedactivity) as well as Sisu's
Conversations (Chime)activity (which rolls up to Sisu's general
Conversationsactivity - which is the 1st circle on the Sisu dashboard.)
EVEN IF YOU USE THE CHIME MOBILE APP TO CALL A LEAD, if you choose your personal mobile phone number (instead of your Chime number) to place the call, the duration of the call is NOT recorded in Chime. Therefore, we won't be able to include that call time in
Hours Prospected (Chime)NOR can we count it as a
Conversation (Chime). In this case, we will only be able to track that a call occurred. So, in a nutshell, the only call time we can track is the time shown in the Call Detail section under the Call Result. If there isn't an "Elapsed Time" shown for the call, we won't know the duration of the call and we can't count it as a
By default, only Incoming and Outgoing Dialer Calls longer than 5 minutes (tracked as described above) are counted as Sisu
Conversations. Though we don't recommend doing so, we can change this to a different threshold for your team if necessary. But the default value of 5 minutes is recommended for lead generation purposes. (i.e. In general, the value of a 5-minute call is exponentially greater than a 1 or 2-minute call.)
Manually logged calls with a "Talked" outcome are also counted as Sisu
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: Additional Information
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
Chime's Agent Accountability Report vs. Your Sisu Dashboard
INCREDIBLY IMPORTANT!!! PLEASE READ THIS SECTION CAREFULLY!!!
You will almost always see slight differences (and sometimes larger differences) in activity counts between the Chime activities on your Sisu dashboard and the numbers shown in Chime's Agent Accountability report - and there are intentional reasons for this that are beneficial for your team.
The way this works is Chime's internal dialer tracks all the raw agent activity data (calls, texts, and emails and who did them, what were the outcomes, when did they happen, did any fail or bounce, were they inbound or outbound, were they auto or manual, etc...) Then, Chime interprets this data to determine the values they use for their Agent Accountability report. However, we don't have DIRECT access to the Agent Accountability report's numbers (i.e. Chime's interpreted numbers!) BUT, we DO have access to the SAME underlying raw activity data (minus any data for private leads) and then WE interpret that same data to determine the values for the Chime activities in Sisu. And our interpretations of the same underlying raw activity data are intentionally DIFFERENT.
The table below shows how Chime currently reports activity counts in their Agent Accountability report (they are considering modifying this to match Sisu's counts) vs. how the integration will count them in Sisu. The biggest difference is the integration doesn't count auto emails (smart plan emails and property update emails) or auto text messages whereas Chime currently counts them both. This can lead to some intentionally large differences between what you see in Sisu and what you see in Chime's Agent Accountability report. Additionally, remember, that the integration can't see anything (calls/texts/emails) that happens to private leads owned by your agents. Furthermore, Chime will count calls with any outcome whereas some of our activities in Sisu (such as "Outgoing Calls (Chime)") will only count if the Chime call outcome was "Talked". And if a call completely fails to occur at all (i.e. it couldn't even dial the number), we won't count it at all in "Dials (Chime)" and instead we will populate those calls in "Failed Calls Dialed (Chime)" which is an activity that isn't displayed by default on the Sisu dashboard - though if desired, you can mark it as displayed in Admin > Team Settings > Activities. But the Chime Agent Accountability report will count even those failed calls in "Calls Made".
And as far as a user verifying what calls, texts, and emails went into the Chime Agent Accountability report's numbers, Chime does not provide a way to see this information (i.e. the numbers in the Agent Accountability report are not "clickable" to see the activities behind them.)
Almost every team eventually writes in with a question about "why their numbers don't match" between Chime and Sisu and our hope is that this section provides more details surrounding this. Eventually, we will be exposing a UI that will allow teams to verify why a particular activity (call, text, email) did or did not count in Sisu as well as why it did or did not count as a Sisu "Conversation".
Lead Source Syncing
Lead Sources: Additional Information
Any lead sources that are assigned to Chime "team" leads (remember, the integration can't see "private" leads) will be automatically synced to Sisu and will be shown in Admin > Lead Sources. If a lead source is NOT assigned to any Chime "team" leads, then it will not be synced to Sisu. Additionally, if the unused Chime lead source already exists in Sisu, it will be archived (and if it ever gets used again in Chime, it will be unarchived in Sisu). The idea is the lead sources shown in Sisu in Admin > Lead Sources will mirror the used lead sources in Chime. This syncing process happens once a day late at night (starting at midnight Mountain Time, but its completion will vary due to other unrelated tasks happening simultaneously).
If a lead source is shown in Chime in Settings > Features > Tags & Sources > Sources, but there aren't any leads assigned to it, the integration will not see it.
The integration will sync lead sources in use on deleted Chime leads (and it will count those leads, as well.) However, any erased leads are completely gone from Chime and those leads will not be synced or counted.
The Lead Source field on Sisu transactions drives the "Lead Sources by Agent" and "Lead Sources by Status" reports in Sisu. These reports do NOT utilize the Lead Source Counts or Lead Source Expenses.
Chime is treated as the "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: Additional Information
Tracked in near 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)
The integration currently does NOT do "At Bats" and instead functions as described below:
Chime's Special "Zillow" Lead Source
If a Chime lead source is
Zillow and there is a
Zillow Flex Lead tag on the Chime lead, we will set the lead source in Sisu to be
Zillow Flex. If that tag isn't present on the Chime lead, we will set the lead source in Sisu to be
Chime's Special "Chime Paid Lead" Lead Source
If a Chime lead source is
Chime Paid Lead we look for any tags on the Chime lead that have the form of
ChimePaid-XXXXX, and then we get the
XXXXX part (for example for
ChimePaid-FB we pull off the
FB and for
ChimePaid-Google we pull off
Chime Paid Lead - XXXXX, for example
Chime Paid Lead - FB or
Chime Paid Lead - Google. If for some reason we don't find a matching tag we set the lead source to
Chime Paid Lead - Other.
Currently, we can't do anything with "private" Chime leads - at all. They are 100% private. Only "team" Chime leads will work with the integration. This means we can't see "private" Chime leads nor can we see any activities (calls, texts, and emails) that are made to them.
The integration only works if ALL Chime users are also Sisu users. We can support the inverse of this where only a subset of Sisu users are Chime users, but not the other way around at the moment. For example, if an entire brokerage uses Chime, but only a subset of the agents want to use Sisu, we can't currently handle this situation.
The integration can only integrate Chime with a Sisu "Real Estate" account. It can not currently integrate with a Sisu "Recruiting" account nor a Sisu "Mortgage" account.
The integration will work with a regular Chime account or a Chime Enterprise account. Due to integration complexity arising from integrating with a Chime Multi-Team account (or specifically, the complexity that arises from any future team structure changes that are needed after the integration is turned on - such as upgrading to a Chime Enterprise account later on), we only support that Chime account type under special circumstances and we will talk with you about this. There are times when the proper course of action would be to migrate your Chime Multi-Team account to a Chime Enterprise account before enabling this integration.