Copperwick Logistics / BB-Demo – Training
Callcompleted
Copperwick Logistics: documents · 2026-07-27 17:15
Laura Penhaligon trained Tyler Nguyen and Jasmine Ortega on connector settings, freshness alerts and admin roles. Jasmine became a second admin. One connector, the shared mailbox, is still waiting on a service account from Copperwick's IT team.
What was said
What this says
Current to 11 Oct 26Laura Penhaligon trained Tyler Nguyen and Jasmine Ortega on connector settings, freshness alerts and admin roles. Jasmine became a second admin. One connector, the shared mailbox, is still waiting on a service account from Copperwick's IT team.
What happened: Laura ran an admin session on the Growth tier. She covered connector status, field selection in Salesforce, a freshness alert and user roles.
Customer view: Tyler said it was "Much easier than I expected." Jasmine wanted the rate notes indexed and the pricing margin fields kept out, which Tyler set.
Commercial: Two admins removes the single-point-of-failure risk on the account. Forty seats and up to eight connectors leave headroom, with three connectors live and one pending.
Watch: The shared mailbox connector depends on Copperwick's IT team issuing a service account. A flat records count would be the first sign of a silent stale connector, so the weekly status check Jasmine committed to matters.
Themes
Current to 9 Oct 26Theme
Admin setup and connector training
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Tyler Nguyen to chase the service account for the shared mailbox and decide on the second custom object.
- Jasmine Ortega to review connector status weekly on Monday mornings.
- Laura Penhaligon to send a written summary of the admin settings.
Risks
Current to 9 Oct 26- The shared mailbox connector is stuck waiting for a service account from Copperwick's IT team.
- A failing connector would leave the brain answering on older data without any loud error.
Opportunities
Current to 9 Oct 26- Deeper roots on Growth: a fourth connector and a second custom Salesforce object could be added within the eight connectors included.
Transcript
Laura Penhaligon NoneHello both. Jasmine, you're back with us. Tyler, can you hear me?
Tyler Nguyen NoneYep, hi, I can hear you fine. Can you hear me? My headset was being funny earlier.- Laura Penhaligon NoneYou're coming through clearly. Good afternoon from me, it's quarter past five in London, so I'm slightly running on fumes.
Jasmine Ortega NoneAnd it's mid morning here, so I'm the fresh one. Tyler, this is the admin session I mentioned. I did the user basics earlier with Laura.- Tyler Nguyen NoneRight, yeah, you said. I'm mostly here for the connector side. I look after Salesforce, so I get asked about anything that touches it.
- Laura Penhaligon NonePerfect, then that's where we'll start. Let me share my screen. This is the admin area. Can you both see the list of connectors?
- Tyler Nguyen NoneYes. Salesforce, the TMS, and the helpdesk. And one that says pending.
- Laura Penhaligon NoneThat's right. Growth includes up to eight connectors, so you've got plenty of room. The pending one is waiting for credentials, I think. Do you know which that is, Tyler?
- Tyler Nguyen NoneThat'll be the shared mailbox. We were waiting on our IT team to give me a service account. I'll chase it this week.
- Laura Penhaligon NoneGreat. Make sure it's a service account and not a person's login, otherwise the connector breaks the day that person changes role.
- Tyler Nguyen NoneYeah, that's exactly the sort of thing that happens here. Noted.
- Laura Penhaligon NoneLet's click into Salesforce. You can see the objects that are being read, and a count of records indexed, plus when the last sync ran.
- Tyler Nguyen NoneOkay. So accounts, contacts, opportunities. We've also got a couple of custom objects. Are those in?
- Laura Penhaligon NoneLet me look. One of them is, the shipper profile one. The other isn't ticked. You'd just tick it here and it picks up on the next run.
- Tyler Nguyen NoneHmm. Is there any risk with that? Like, will it pull in fields we don't want people to see?
- Laura Penhaligon NoneGood question, and that's the right instinct. You choose fields as well as objects. Untick anything sensitive and it never gets indexed. Show me the object and we'll go through it together.
- Tyler Nguyen NoneOkay, I've unticked the pricing margin fields. The rest I think is fine. Jasmine, is there anything your team would object to?
- Jasmine Ortega NoneNot from customer success. I'd actually want the rate notes in, they're where the real context lives. But margin, no, keep that out.
- Tyler Nguyen NoneRate notes are in. Fine.
- Laura Penhaligon NoneNow, the thing I want to be sure you understand is freshness. The brain refreshes overnight, and it's done by seven in the morning your time on business days. If a connector fails, the data just stops updating, and nobody necessarily notices.
- Tyler Nguyen NoneSo it wouldn't throw an error at users?
- Laura Penhaligon NoneNot loudly, no. It would still answer, just on older data. So this status column is the thing to look at. If the records count is flat for a while, something upstream has changed.
- Jasmine Ortega NoneDoes it email us if that happens?
- Laura Penhaligon NoneYou can set up an alert to an address of your choice, and I'd put it on a shared mailbox, not a person. I'll show you where.
- Tyler Nguyen NoneDone, I've pointed it at the ops alias. Let's see if it behaves.
- Laura Penhaligon NoneThere's a test button next to it. Press that and you should get a message in a minute or so.
- Tyler Nguyen NoneGot it. Subject line is a bit generic but it's there.
- Laura Penhaligon NoneOkay, users and roles. You've got forty seats. Admins can manage connectors and invites, everyone else is a standard user. How many admins do you want?
- Jasmine Ortega NoneTwo, I think. Tyler and me. We shouldn't be hanging this on one person.
- Tyler Nguyen NoneYeah, please. I'm not going to be the single point of failure if I go on holiday.
- Laura Penhaligon NoneAgreed, that's wise. Let's make Jasmine an admin now. Jasmine, go to your profile and I'll promote you.
- Jasmine Ortega NoneI see the admin tab now. Brilliant.
- Tyler Nguyen NoneCan I ask about the Zendesk side? Sorry, we're not on Zendesk, ours is a different helpdesk. Is that still supported for the connector?
- Laura Penhaligon NoneYours is already connected, that's the one in the list, so you're fine. It's live and syncing. I just don't want to get into naming it wrongly on a recording.
- Tyler Nguyen NoneHa, fair enough. Just checking it wasn't an issue.
- Laura Penhaligon NoneLet me recap actions. Tyler, chase the service account for the shared mailbox, and decide on the second custom object. Jasmine, you're now an admin, and I'd like you to set up a weekly look at the connector status.
- Jasmine Ortega NoneWeekly, Monday mornings. I'll put it in my calendar.
- Tyler Nguyen NoneAnd I'll send you the account details once IT comes back, Laura, so we can finish the connector.
- Laura Penhaligon NonePerfect. I'll send a written summary of today's admin settings so you've got it in one place. Anything else before we stop?
- Jasmine Ortega NoneNo, I think that's us. Thanks Laura, that was really clear.
- Tyler Nguyen NoneYeah, cheers. Much easier than I expected.
- Laura Penhaligon NoneLovely. Speak soon, both. Bye.
Callsmade from