Demodesk allows you to use Tokens to account for information that is different in every meeting or for every meeting participant - such as the customer name or the date and time.
This article will provide you with everything you need to know about Tokens. Here's a little agenda:
1. What is a Token?
Tokens work just like variables. Let's think about the variable "company name": for example, if you schedule meetings with various different companies, you can use variable/token in the title of the meeting and it will be replaced by their respective company names.
This means Token can save a lot of time and help you to automate your processes. You don't need to customize everything but can rely on Tokens in order to address customers personally.
2. How to ensure Tokens work as intended?
For Tokens to work you need to ensure that the information is ready, whenever the Token is used. There are two different ways from which the information for the Tokens can be derived:
Firstly the information can be saved in the corresponding CRM profile. However, this requires that you're already working with the customer and that all the information is filled in their profile. If you then use a Token that is connected to your CRM tool (check out the connection of your Tokens here), the information can be derived as soon as the name of the customer is known.
Important: For Booking links, this does not work for the tokens used in the email invite and calendar description. Therefore, you need to use option two whenever you want to schedule your meetings this way.
Secondly, you can use booking questions to gather information about your customer. To do so, simply create the questions according to your preferences whenever you create a booking link. Check out a more detailed guide on how to customize your booking procedure here.
When you start using Tokens we will ask you to connect your CRM. Clicking on the message will guide you to your settings > integrations > connections, if you haven't done so yet, please connect your CRM now.
Now, when going back to the Tokens settings, you can easily check if all of your Tokens are connected correctly.
2.1. Error statements
Error statements will be easy to detect, meaning you can also quickly correct them before bigger mistakes occur.
Click on the small arrow on the right, choose edit and you will see a more detailed description of what the error is.
At this window, you can also disable the copy from CRM function, but be aware that this might break the sync of your Tokens, we strongly suggest keeping it enabled!
To ensure that the options between Demodesk and the CRM are always in sync, we sync the options between the CRM and Demodesk every day at midnight UTC. Admins can also trigger sync in the settings above the token list. Then we will pull all the options in the order defined by the CRM.
Syncing the Tokens means checking them with their CRM connections if all the formats, slugs, etc. are still the same to keep the Tokens properly set up. Be aware, that this feature only works for 'select one' and 'select multiple' field types!
3. System vs. Custom tokens
In Demodesk we differentiate between System and Custom Tokens.
System Tokens are provided by Demodesk and can directly be used. There are two kinds of system tokens: Either the information is directly filled by Demodesk (e.g. Host Lobby Link, Actual Meeting duration,) or the tokens are needed for most of our Demodesk customers (e.g. Company Name, Customer Email).
Important: For Host Name, Host Email, Host Phone Number we take the information from the Hosts Demodesk Profile. Therefore make sure you keep your profiles up to date.
Custom Tokens can be set up based on your requirements and help your company to automate your processes.
3.1. How to create a Custom Token?
Go to settings > Tokens > new Token, simply select the object from your connected CRM and the field that you want to address and all the complicated magic will happen in the background.
We will automatically deduce a fitting name, choose the right format, and all the values will be drawn from the CRM. You can adjust these values, change the default to your need and hide certain options, all just by clicking on the three dots on the right.
Optionally add a Tokens description to enhance what this Token does.
Clicking on the three dots at the top, right next to the CRM-field that you chose to address in the beginning, will show you more field details, as debugging information.
At the bottom, you can find the three permissions (Read, Create, Update) a Token can have.
By default, we set the system to read and create, but not to update, as this might lead to issues.
If you want to sync the information of this Token to multiple CRM systems, click on + Add integration at the top right corner. Demodesk supports multiple connections at the same time, allowing you to sync information from one Token to multiple CRM objects and fields (e.g., Salesforce, Pipedrive, or Hubspot).
If you want to check later which Token connected is to which specific field in the CRM, click on the small arrow on the right and you will see the CRM and the field.
You don't want to connect your CRM? No worries, you can still create new Tokens! Simply add a name, an format, a default value, and optionally a description, and you are ready to go!
4. Tokens in Demodesk
In Demodesk you can use Tokens for different features. In general, the goal is always to automate and speed up your process. You can use Tokens in Email templates or Playbooks.
Tokens in Email templates
In Email invitations, you can automatically insert information from your CRM system (in case you are using the Scheduling Dashboard) or the answers to a booking question (in case your customers book meetings via a booking link). Simply add Tokens into the text field by clicking the dark rhombus on the bottom as seen here:
If you want to invite someone via email to a meeting which has started already, just click on Meeting > Email invite > Email invite. This Template can also be customized with Tokens and they can join the meeting within seconds.
After ending a meeting, you will directly be able to finish a follow-up email for your customer to summarize the most important topics of your meeting and make sure to stay in contact.
With Tokens, this Template will also be customized towards your specific use case already.
Empty tokens in Meeting types
Within meeting types, there are different templates where you can use tokens. As explained above, you can use them to customize email invitations and follow-up emails. You can also use them to customize your meeting description and your automatic reminders:
If you switch from Demodesk Online Meeting to a different location, we replace the default content (meeting description, email invite, reminders and follow-up reminder) with the default content of the new location. However, if you already customized the default content, we first ask if you want to keep your content customizations or if we should overwrite them:
If you decide to keep your content customizations, you should check if all used tokens still make sense with the new meeting location. To help you, we mark the empty tokens red. We also show you a warning modal if you save your meeting type although a token is empty:
In Playbooks, system and custom Tokens can be used in several ways. Make sure to check them all out:
In the meeting review after the meeting
Right after the meeting, you will see the meeting review. This review shows you the information gathered during the meeting by using the Tokens. These Tokens need to be implemented to the Speaker notes and ensure that you collect exactly the information that you need.
All of this can be synced to Salesforce and HubSpot to guarantee consistent and complete documentation.