Choose which source wins
When more than one connected system knows a visitor, decide which one ShowPilot trusts for each kind of field.
When your CRMs disagree about a visitor, source priority decides which one your agent and your team see. If you connect both HubSpot and Salesforce, a visitor can exist in both, with different details. ShowPilot merges them into one profile. Source priority decides which system wins each group of fields. The system that doesn't win still fills in anything the winner leaves blank.
This article covers the field groups, their defaults, and how to change them.
You're in the right place when more than one CRM is connected. With one CRM connected there's nothing to decide, and the page says so.
How do you set the priority?
Open Source priority
Go to Settings → CRM & Sales tools and select Visitor 360 source priority at the top of the page.
Pick a winner for each field group
For each group, select the system you trust most:
| Field group | What it covers | Default leader |
|---|---|---|
| Identity & contact | Name, email and which contact record the visitor maps to | Salesforce |
| Account & company | The account record, with company name and domain | Salesforce |
| Account owner | The rep who owns the account, which drives routing and alerts | Salesforce |
| Pipeline & deals | Open opportunities, amounts and stage | Salesforce |
| Lifecycle & status | Lifecycle stage and lead status | HubSpot |
Save
Select Save priority. To go back to the defaults, select Reset to defaults and save.
Test it
Your priority is in effect when a visitor known to both systems shows the details you chose:
- Reload the page. Your picks stay selected.
- Chat with your agent as a visitor who exists in both systems, then open the conversation. The details come from the system you picked for each group.
Frequently asked questions
What happens when the winning system has a blank field?
The other system fills it in. The winner only takes precedence where it has a value.
Do I need source priority with only one CRM connected?
No. With one CRM connected there's nothing to decide, and the page says so. The agent reads that system directly. Connect a second one to choose who wins each field.
Which systems can I rank here?
HubSpot and Salesforce. Each field group offers a choice between the systems you've connected.