Share Pipeline Records with your customers
The external sharing feature allows you to share specific pipeline records with external stakeholders like customers. By generating a shareable link, your customers can view the details of the shared record. This makes it easier than ever to keep your customers informed about the progress of their tickets or orders, without requiring manual updates from your team. It enables customers to track the status of their tickets or projects in real time, reducing back-and-forth communication.
For example, in a ticketing pipeline, a customer submits a ticket for an issue they are experiencing. As the ticket progresses through stages like Open, In Progress, and Resolved, your team can use the external sharing feature to send a link to the customer. The customer can then access the link to view the status and updates of their ticket.
Availability
This feature is available to all editions, including the trial editions.
Permissions
You can grant External Share permissions to users through their profiles by navigating to Setup > Users and Control > Profiles and enabling the External Share option under Pipeline Records.
Sharing records
To share a record, you should first enable the external sharing option for that pipeline. To enable external sharing, click the More icon of the pipeline of the record that you want to share and enable external sharing.
Once you enable this, you will be able to see an icon on the records indicating the availability of sharing. If the icon is gray, it is yet to be shared, and if the icon is green, it means that the record has already been shared.
Choose the record you want to share and click on the gray sharing icon. A pop-up notification appears displaying all the details about the external sharing option. Click Review Permissions and Share to select the fields that should be displayed to customers when they open the link.
Once you click the Share this Deal button, you will be redirected to the email composer with the sharing link automatically attached. You can then send the email directly to the email address mentioned in the selected record. Additionally, a shareable link will also be provided for your use.
Accessing the link
Once the link is shared, your customers can access the public page using the shared link. By default, the link is secured with an OTP, but you can disable this feature if desired.
- If OTP sharing is enabled, your customer will receive an OTP via email when they attempt to access the link.
- If OTP sharing is disabled, your customers can access the link directly.
Automate sharing records
You can automate record sharing and unsharing using Workflow or Stage Automation. For pipelines with the Share Pipeline Records option enabled, you can set up Workflow or Stage Automation with the Share Ticket Externally action. In Workflow, the option is available under both Instant Actions and Scheduled Actions.
Custom View
When you enable Share Pipeline Records, a new custom view All External Shared Records will be added.
Customer's view (Public Page)
Your customers will be able to view a read-only public page. You can modify the details displayed on the public page. To do this, click the More icon and select Edit Sharing Permission.
External sharing permissions are divided into two stages:
1. Field Permissions: All the fields available in the pipelines are listed here, and you can choose which ones to display.
- For the Contact Name field, there is a sub-category to select contact-related fields.
- If the OTP option is disabled, the sub-category selection for the Contact Name field will not be available.
- For the Stage field, you can select the stages you want to display from the sub-category.
- Once you set all the field permissions, click on Save & Next.
Note:
To select or deselect all fields, click the checkbox in the table header.
2. Customization: Here, you can customize the page preferences, such as the Organization Logo, Organization Name, and Page Title. Additionally, you have the option to hide stage history details.
This tab also allows you to set the access type to either Open or OTP.
Unsharing records
You can unshare a record at any time. To do so, go to the record you want to unshare, click the sharing icon, and select Unshare Record.
To revoke sharing access for all records in a pipeline, click the respective pipeline’s More icon, then go to External Sharing > Disable Sharing.
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