Enreach

How to connect Enreach (previously HeroBase) to Plecto.

Last updated: July 19, 2022

Available data types
Step 1: Request login information from Enreach
Step 2: Integrate Enreach with Plecto
Custom field import
Known issues and workarounds

HeroBase has become part of the Enreach Campaigns brand. As far as our integration goes, nothing changes. The available data types and the connection process stay the same as before.

Available data types

For each data type you import, Plecto will create one data source and list it under Data management > Data sources. You can import the following data from your Enreach account to Plecto:

Agent Ready Periods
Calls
Leads

Please visit our Enreach integration page to see the technical details on the available data types, such as update frequency, custom field support, and more.

When connecting Enreach to Plecto, you have to add your web service username and web service password. Therefore, you need to request the login information from Enreach. Contact the Enreach support and ask for the web service information for connecting to Plecto.

Upon receiving the login information, Enreach will also have created a user account for you in their system, where you will have to log in with the received username and password and manage the lead export view. The user you have to log in as is called Plecto_API_USER.

Step 2: Integrate Enreach with Plecto

Before you integrate both systems, you need to configure in Enreach what fields you want to export to Plecto. Once that's done, you can proceed to the last step and create an Enreach data source in Plecto.

1) Manage projects and campaigns from Enreach

You can manually select projects and campaigns to send from Enreach to Plecto. If you do not select any projects or campaigns, Plecto will import all of them by default.

Open Enreach and log in with your username and password.
Go to Organization > Log In As Another User. Click Plecto_API_USER to log in.

Choose the right login

It is important that you log in as the Plecto API User. If not, Plecto will not be able to import the data related to your projects and campaigns.

Go to Leads > Lead Admin. You can see the lead export search name api_import_export under My custom views. This is where Plecto gets the data about your leads.
If you want to only select specific projects to export to Plecto, click Projects, Campaigns, and Lead Pools and select the projects and fields you want to send to Plecto.
Click on the section Columns. Here, you select the fields you want to export, and Plecto will fetch data from the selected fields.
5. Click Save to finish.

2) Create an Enreach data source in Plecto

Go to Data management > Data sources > + New data source > Enreach in Plecto.
Enter the web service username and password you received from Enreach.
Select an installation from the dropdown list. This represents the system URL in which you logged in in the previous step, for example, https://hero02.herobase.com/.
Click Next to continue.
Select the data types you want to import.
1. Calls – You will see a field called Organization code. This field is not required. However, if you have multiple organizations in Enreach that use the same credentials, you can provide the organization code so that Plecto imports the right data.
2. Leads – Here you will see the lead export search name. By default, the search name is api_import_export. If you have changed the lead export search name in Enreach, make sure to use the new name in this field.
3. Agent Ready Periods
Click Next to continue and import your data.

Note on Organization codes

The organization code for a user is often their username or email, and the code for an organization unit is the unit name. In other cases, the organization code could be an external ID (from a finance system or similar).

Custom field import

To see all your data, you have to run a manual data import. Follow the steps below:

Open your data source settings, then click Import more data.
Select a time period and click Start import. Plecto will import your data along with custom fields.
You can now see all the available data source fields in the section Fields in the data source settings. Select which fields you want to show in your data source, then click Save. Plecto will add these fields to the data source view.
Since the newly-added fields are still empty, you need to run another manual import. Go back to the data source settings and repeat steps 1 and 2.

You will now see all data related to the custom fields in your data source.

Note on custom field types

If you need to use a field as a number in Plecto, please contact our support team – they can change the field type for you. We are required to handle it this way because Enreach currently does not support the concept of field types. Plecto will not automatically delete fields that have been removed from the export view, but you can always contact support if you need to remove fields.

Known issues and workarounds

#1: Total call duration does not match results in Enreach

Sometimes, the total call duration in Plecto doesn't match the results in Enreach – that's because of the dialing time. The formulas you need to build in Plecto depend on whether you use the power or predictive dialer in Enreach. The formulas below showcase both examples.

Power dialer

Use the Calls data source to calculate the total call duration. The formula will look like the following (data sources are shown in parentheses). Change the number format to Duration.

Conversation Duration (Calls) + Dialing Duration (Calls) + Preview Duration (Calls) + Wrap Up Duration (Calls)

Formulas - Enreach - Total Call Duration

(
    Sum(Enreach Calls,Conversation Duration)
    +
    Sum(Enreach Calls,Dialing Duration)
    +
    Sum(Enreach Calls,Preview Duration)
    +
    Sum(Enreach Calls,Wrap Up Duration)
)

Predictive dialer

Combine data from both the Calls and Agent Ready Periods data sources to calculate the total call duration. The formula will look like the following (data sources are shown in parentheses). Change the number format to Duration.

Conversation Duration (Calls) + Preview Duration (Calls) + Wrap Up Duration (Calls) + Seconds (Agent Ready Periods)

Formulas - Enreach - Total Call Duration - Predictive Dialer

(
    Sum(Enreach Calls,Conversation Duration)
    +
    Sum(Enreach Calls,Preview Duration)
    +
    Sum(Enreach Calls,Wrap Up Duration)
    +
    Sum(Enreach Agent Ready Periods, Seconds)
)