Wistia – Upsales Help Center

The Wistia app is an integration between Upsales and theWistia.com video service, sending converted video views in Wistia to Upsales as activities and filled out forms.

Why?

Capture new leads and information

Each time a lead converts through a video using Wistia's turnstile email feature, Wistia will sync with Upsales and add that lead's video activities to their activity log. Use Upsales forms to collect and score your conversions.

Score leads based on how much of a video a contact has watched

Lead scoring in Upsales means you can use data on watch time to score your contacts and provide more qualified leads to your sales team.

See which videos your contacts are watching

Once you've enabled the Wistia App every video view will be tracked and displayed in Upsales as heat maps.

Features

The integration syncs video views in Wistia and submits the converted views to Upsales in 2 different ways, both of which can be enabled simultaneously.

Activity log

Video views are added to matching contact's activity log in Upsales. Configure what Wistia projects to filter, the lead score for every view, and the minimum % of watched time a contact must have watched in order for it to be added to the log. The heatmap of how the contact watched the video is available in the log.

Forms

Views are submitted as forms in Upsales. The form will be automatically created by the App, and the creation policy can be configured to enable either one single form, one per Wistia project, or one per Wistia video.

In the contact's activity log some information about the view is available as well

Installation

Activate the Wistia App from the Upsales App directory.
Create a Wistia API Token
Copy the Password into the Wistia App API Password field in Upsales.
Copy the Public Token into the Public Token field in Upsales
Enable Activity and/or Forms integration

The inner workings

For a video view to be registered on a contact in Upsales, a number of conditions must be met.

The app checks every 20 minutes for views in Wistia, and it filters to the last 3 days. The reason is that if the app has been offline for a few days and then run, no views should be missed.

Example (see funnel chart below):

The total number of views in Wista is 193
When views lacking a converted Turnstile email have been removed, 54 views remain
When running the Activity log sync
- The App then goes ahead and try to match the email to a contact. This is done in 2 steps
  - If the email exactly matches an Upsales contact, that contact is used
  - If not, it looks for contacts having the same domain name as the email. So if support@upsales.com has registered a view and there is no support@upsales.com in Upsales, but there is a anotherperson@upsales.com, that client is used and the view will be registered as an anonymous activity on the client's activity log. For example "Someone watched My Cool Video".
- When views matching an Upsales contact has been filtered, 30 remains
- If the account in Upsales has configured the app to set a minimum watched % to enable registration, it will be used to filter videos. After that filter is run, 20 views remain.
- If the app is configured to filter videos by Wistia project, it's used. Then 18 remains.
When running the Form sync
- The email from the Wistia turnstile feature is used as-is, and Upsales will do all the connection to contacts/clients when the form is submitted
Of those 18, only views not already registered will be synced, to avoid duplicates. 4 remain and will be added to activity logs and Upsales forms.

Troubleshooting

The status tab for the Wistia App is red
- Check the API key, that it's green and valid in the settings tab
Video views expected to be registered, is not
- There is a number of delays that can cause views not be registered immediately
  - The app is triggered to run every 20 minutes, but sometimes Upsales has some issues keeping that interval.
  - There is a delay in the Wistia Data API between a view has been registered, and it is available through the API. Sometimes almost instantly, sometimes a couple of hours, and everything in between. Seem to be some cache on Wistia API calls when using filters (we filter views on last 3 days).
- The email must exactly match a contact's email or another contact's domain
- The watch limit % is set too high, and the view is skipped
  - Lower the % and the next time the app runs it should include the view
- The video is part of a project not being enabled in the App settings