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Engage Connect FAQ: Meeting Invites, Schedule, and Notifications: Integration Between Engage Connect and CRM

  • Updated

For ease of reading, we have broken out the Engage Connect FAQs into sub-articles.

This article covers:

A separate sub-article on general topics for Meeting Invites, Schedule, and Notifications is also available. 

For other topics in the Engage Connect FAQs, please see the sub-articles list on the top level article
FAQs: Engage Connect Functionality and Best Practices in Veeva CRM. 

Do Meetings scheduled in Engage Connect show in My Schedule in CRM for the User?
Do Meeting Invites from Engage Connect send an email notification to the HCP?
Do Virtual Meetings scheduled through Engage Connect include the Engage Meeting link?

When talking about Meeting invites from Engage, there are two different scheduling process flows to consider:

  • meeting invites sent via Engage Connect, 
  • and meeting invites sent by an HCP after receiving a Rep's Engage Scheduling Site link.

First, we’ll answer these three questions for Engage Connect. After that, we will provide related information regarding how invitations through the Engage Scheduling Site work.

 

Invitations Sent through Engage Connect

Do Meetings scheduled in Engage Connect show in My Schedule in CRM for the User?

The Engage Connect app allows Reps to send out Meeting Invites to an HCP that the HCP can accept/decline in Engage.

At this time, the Meeting Invite does not get written back into CRM.

The Engage Connect meeting request/accept/decline flow is a simplified flow that allows a Rep to choose a desired time and meeting type and then receive notification of the HCP's response in the Engage Connect app.
The Rep would then need to manually go into CRM to schedule a Call for the desired time (and create a Remote Meeting if the desired meeting type was Video).

 

Do Meeting Invites from Engage Connect send an email notification to the HCP?

HCPs are notified of Meeting Invites from a Rep via push notification to the app, and can accept/decline via a notification card on their Home tab. There are no automated email notifications sent to HCPs for Engage Connect meeting invites, so Sent Email records are not recorded for Engage Connect Meeting invites in CRM.
Engage Connect group settings can specify how HCPs see upcoming Engage meetings in the app on their Meetings tab.

 

Do Virtual Meetings scheduled through Engage Connect include the Engage Meeting link?

HCPs can join remote meetings from within the app, or the Rep may choose to manually share the remote meeting link directly from CRM.

One option for this is to send an invitation for the actual Engage meeting via an Approved Email that includes the Engage meeting link. Once the link is clicked by the HCP, Engage Connect will open the meeting inside the Engage iOS/Android app (if installed) or the Engage web experience (if no app is installed). There is no automated email to the HCP with an Engage meeting link.

 

Invitations Sent through the Engage Scheduling Site

Do Meetings scheduled in the Engage Scheduling Site show in My Schedule in CRM for the User?

Another scheduling flow added in 2022 allows Reps to send a scheduling link to HCPs via Approved Email within CRM. This flow does not require the Rep to be set up with Engage Connect and does not require the HCP to be signed in to Engage.

In this flow, an Approved Email contains a link to the Engage Scheduling Site, where the HCP can choose their desired time and meeting type and submit their Meeting Request.

If the HCP is signed into Engage while accessing the link, they are able to see any of their own Engage meetings or requested meetings with any Rep on the calendar, to make it easier for the HCP to find a time to request a meeting.

Meetings scheduled in this way do write the Meeting Request back into CRM, where the Rep can see it on their My Schedule and choose to accept or decline. If the Rep accepts the Meeting Request in CRM, the Meeting Request is replaced on their My Schedule with a planned Call using the correct call channel based on the meeting type from the request (In-person, Phone, or Video).

 

Do Meeting Invites from the Engage Scheduling Site send an email notification to the HCP?

In this flow, the HCP also receives an automatic confirmation email when the Rep accepts the Meeting Request. This is a simple confirmation email and does not contain any meeting links; additionally, because it is routed using Engage Connect instead of Approved Email, it does not currently create a Sent Email record back in CRM.

 

Do Virtual Meetings scheduled through the Engage Scheduling Site include the Engage Meeting link?

Similar to the scheduling flow for Engage Connect discussed above, if the Meeting Request is for a Video meeting type, the Rep will still need to manually schedule an Engage remote meeting from the planned Call in CRM. There is no automated email to the HCP with an Engage meeting link, but the Rep has the same previously-described options for sharing the meeting link.

 

Remote Meetings and Meeting Visibility

Remote Meetings scheduled from the CRM app show in Engage Connect, but do not give HCPs an option to Accept/Decline like a Meeting Invite from Engage Connect. Is this expected?

Engage Meetings scheduled from the CRM app rather than from Engage Connect are scheduled alongside Calls and a Call Report.

Scheduling an Engage Meeting in CRM allows for sending an email invitation to attendees that includes meeting information and attendee-specific URLs for joining the remote meeting.

There is no function to allow HCPs to accept or reject an Engage Meeting scheduled from the CRM app, in Engage Connect. In this scenario, the Engage Meeting set up in the CRM App is part of a Call being scheduled in CRM, rather than an initial Invitation to meet.

 

HCPs can see Remote Meetings scheduled from the CRM App in their Engage Connect, with a video icon to connect them directly to the meeting. Meeting Invites from CRM Users sent from Engage Connect show a different icon, which opens Chat with the CRM User. Is this expected?

This is the expected behavior.

Meeting Invites sent by CRM Users to HCPs in Engage Connect are a simplified meeting request/accept/decline flow that allows a Rep to choose a desired time and meeting type and then receive notification of the HCP's response in the Engage Connect app. If the HCP accepts the meeting, the Rep would then need to manually go into CRM to schedule a Call for the desired time, and then create a Remote Meeting (if the desired meeting type was Video).

Engage Connect group settings can specify how HCPs see upcoming Engage meetings in the app on their Meetings tab. HCPs can join remote meetings from within the app, or the Rep may choose to manually share the Remote Meeting link directly from CRM once they have created the Remote Meeting.

One option for this is to send an invitation for the actual Engage meeting via an Approved Email that includes the Engage meeting link. Once the link is clicked by the HCP, Engage Connect will open the meeting inside the Engage iOS/Android app (if installed) or the Engage web experience (if no app is installed).

But there is no automated email to the HCP with an Engage meeting link, and setting up a Meeting Invite in Engage Connect does not automatically create a Remote Meeting in CRM.

 

HCPs Have a Meeting Tab in Engage Connect to See their Upcoming Meetings.
Is there a Comparable Function for CRM Users/Reps, Or just the Notification Tab?

At this time, there is not a function in Engage Connect for CRM Users to see their Meetings in the same way that HCPs can from the Meetings tab.

The expectation is that the Meeting Invite function between Reps and HCPs is a simplified flow that allows a Rep to set up meetings with HCPs, but Reps would then go into CRM and schedule future Calls. And those Calls would show on their My Schedule in CRM.

The Veeva Connect product roadmap includes building capabilities of Engage Connect into the Veeva CRM app, which will in the future allow CRM Users/reps to move seamlessly between Engage Connect Chat and My Schedule to get the fullest picture of their upcoming meetings.

Related Documentation:

CRM Help Documentation: 

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