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    Oracle Eloqua

    This article covers how to connect Oracle Eloqua with the Infobip platform using SMS or WhatsApp as a communication channel. These channels are available in separate apps.

    Prerequisites

    • Oracle Eloqua account
    • Infobip account
    • WhatsApp or SMS sender

    If you do not have an Infobip account, register for an account.

    SMS

    Features

    • Inbound and outbound text messages
    • Outbound text messages with placeholders
    • Decision service that uses a trigger to check whether the message was delivered to customers
    • Reports about sent messages and service instances
    • URL shortening and URL tracking

    User Guide

    1. Install the Infobip SMS messaging app and configure your Infobip account.
    2. Test your integration.
    3. Use the Infobip web interface to buy an SMS number.

    Installation and Configuration

    1. To install the Infobip SMS messaging app, go to Oracle Marketplace and search for Infobip SMS messaging app. If you do not find the app, contact your dedicated Account Manager or contact our Sales team using the Infobip Contact form.
    2. Click Accept and Install.
    3. To connect your Infobip account with your Eloqua account, go to Oracle Eloqua.
    4. On the left-hand side of the screen, under Eloqua, click Login.
    5. Click Authenticate Now.
    6. In the window that opens, click Sign in.
    7. Under Eloqua, there is now a green checkmark, which indicates that your Eloqua account is ready to be connected with your Infobip account.
    8. Under Infobip, enter your Infobip username and password. If you do not have an Infobip account, register for an account.
    9. Click Login.
    10. Under Infobip, there is now a green checkmark, which indicates that your Infobip account is connected with your Eloqua account.
      Oracle Eloqua - pair accounts
    11. To specify the SMS sender that you will use in your Infobip account, go to Oracle Eloqua > Apps.
    12. Click Infobip SMS messaging.
    13. Click Sign in.
    14. Click Settings to open your SMS sender configuration.
    15. In the Infobip SMS tab > Sender, choose your Infobip SMS sender. If you do not have a sender, click Buy number to buy an SMS number.
      Oracle Eloqua - Add SMS Sender
    16. Click Save.
    17. Click Check Connection to make sure that the sender is ready for use.

    URL Shortening and URL Tracking

    The Infobip SMS app offers the following features:

    • URL shortening: Reduce the length of URLs
    • URL tracking: Track the number of times an end user clicks a URL
    Enable URL Shortening and URL Tracking

    You can enable URL shortening and URL tracking in the Send Message window.

    You can enable URL shortening without enabling URL tracking. However, if you enable URL tracking, URL shortening is enabled automatically. If you deactivate URL shortening, URL tracking is disabled automatically.

    Oracle Eloqua - SMS - Enable URL shortening and tracking

    After you activate your campaign, the URL activity for each customer is saved in that customer’s profile. The URL activity is saved in External Activity – Infobip SMS Activity.

    Oracle Eloqua - SMS - URL tracking saved as external activity

    Filter Segment Based on URL Clicks

    You can target customers based on URL activity. 

    To filter a segment, carry out the following actions:

    1. In Oracle Eloqua, go to Segment >> Filter Criteria.
    2. Search for Sms Link Clicked – Infobip Sms Activity.
    3. Click this activity.
    4. Find the URL for which you want to create the filter.

      Oracle Eloqua - SMS - Filter segment based on URL activity
    5. Depending on the use case, include or exclude filtered customers.

      Oracle Eloqua - SMS - Exclude or include based on URL activity

    Distributed Ledger Technology (DLT) Templates

    Note

    This feature is applicable only when you send messages to customers who are in India.

    When you send messages to customers who are in India, you must use distributed ledger technology (DLT) templates. Your Eloqua account must have an Entity ID and you must register your templates on the DLT platform. To create and register the templates, contact your dedicated Account Manager or contact our Sales team by using the Infobip Contact form.

    To use the registered DLT templates in your campaign, carry out the following actions:

    1. In Oracle Eloqua, go to your campaign.
    2. Double-click the Send Infobip SMS Message element.
    3. Click the pencil icon.
    4. Enable DLT.
    5. In the DLT Entity ID field, enter the entity ID of your Eloqua account. You can obtain this value from the ID field in https://portal.infobip.com/apps/dlt.
    6. In the DLT Template ID field, enter the ID of the DLT template that you want to use. You can obtain this value from the Template field in https://portal.infobip.com/apps/dlt.

    Configure DLT templates

    Opt-Out Option

    You can configure an opt-out option for customers by defining a keyword. If customers want to unsubscribe from your campaign, they can send this keyword through a text message.

    Carry out the following steps to configure the opt-out option:

    1. Follow the instructions in the Oracle help document to create a custom field for a contact. The Data type field must be text.
    2. Go to Apps > Infobip SMS messaging > Settings.
    3. Open configuration > Opt-Out tab.
    4. Select Enable Opt-Out.
      Oracle Eloqua - Opt out of SMS
    5. In the Field name section, choose the field that you had created earlier. Example: Infobip Subscription
    6. In the Keyword section, type the keyword that the customer needs to use to opt out. Example: UNFOLLOW. When the customer sends a message containing this keyword, the keyword value is stored in a custom field for that customer.
    7. Click Save.
    Note

    You cannot edit the opt-out configuration. To make changes, you must delete the configuration and create a new one.

    When creating campaigns, you can create a segment that excludes contacts that have this keyword value in the custom field.

    To disable the opt-out option, carry out the following steps:

    1. Go to Apps > Infobip SMS messaging > Settings.
    2. Open configuration > Opt-Out tab.
    3. Deselect Enable Opt-Out.
      Oracle Eloqua - Disable SMS Opt-out
    4. Click Save.

    If you had enabled opt-out earlier and then disable it, the keyword values would still be present in the custom field for each customer who opted out. Therefore, you must implement one of the following options.

    • Update the custom field manually for each contact that has the keyword
    • Edit the segment to ignore the custom field

    Testing

    When you have an Infobip account and have had your phone number verified, you are assigned a test SMS sender automatically. Use this sender to test the integration.

    Create a campaign

    When creating campaigns, you can give a custom name to each service. By doing so, you can identify the relevant service when analyzing campaign results in reports.

    To create a campaign in Oracle Eloqua using Infobip SMS messaging, carry out the following steps:

    1. In Oracle Eloqua, on the menu bar, go to Campaigns.
    2. Click Create a Multi-Step Campaign > Blank Campaign.
    3. Click Choose.
    4. In the menu on the left, choose Segment Members to specify the people to whom you want to send the message.
      Oracle Eloqua SMS Campaign - Create Segment
    5. In the menu on the left, choose Send Infobip SMS Message.
      Oracle Eloqua SMS Campaign - Send SMS
    6. On the Send Infobip SMS Message element, double-click the element.
    7. Click the pencil icon to open a blank SMS composition slate (Cloud Action Configuration).
      Oracle Eloqua SMS Campaign - Edit SMS
    8. Compose the message.
    9. (Optional) Use placeholders to personalize the message.
      Oracle Eloqua SMS Campaign - Compose SMS
    10. Click Save.
    11. Add the Is SMS Delivered service (Infobip SMS Message Delivered decision element). This service checks whether the message was delivered to the customer.
      Oracle Eloqua SMS Campaign - Message Delivered Decision
    12. Branch the customer journey for each possible outcome.
      Oracle Eloqua SMS Campaign - Message Delivery Outcome
    13. Click Save,
    14. Click Verify to check whether there are any errors.
    View Reports

    To view reports in Oracle Eloqua for a campaign that uses Infobip SMS messaging, carry out the following steps:

    1. In the menu on the right, click Apps > Infobip SMS Reports.
      Oracle Eloqua SMS Campaign - View Report
    2. Specify the SMS Send Message service for which you want to see the report.
    3. Click Export Details to generate a report in Excel.

    The status messages are as follows:

    • Processing messages: The number of messages that are in the delivery process
    • Unable to send: Information about messages that could not be delivered. Example: Customer's mobile is switched off or unreachable
    • Sent: Total number of SMS messages that were sent successfully
    • Waiting for delivery report: The number of messages that are in the delivery process
    • Delivered to device: The number of messages that were delivered successfully to the customers

    You can also generate an overall report that includes all campaigns for your account in a specified time frame.

    WhatsApp

    Features

    • Outbound text and media messages with placeholders
    • Decision service that uses a trigger to check whether the message was delivered to customers
    • Reports about sent messages and service instances

    User Guide

    1. Install the Infobip WhatsApp app and configure your Infobip account.
    2. Test your integration.
    3. Use the Infobip web interface to request dedicated (verified) WhatsApp senders.

    Installation and Configuration

    1. To install Infobip WhatsApp, go to Oracle Marketplace and search for Infobip WhatsApp.
    2. Click Accept and Install.
    3. To connect your Infobip account with your Eloqua account, go to Oracle Eloqua.
    4. On the left-hand side of the screen, under Eloqua, click Login.
    5. Click Authenticate Now.
    6. In the window that opens, click Sign in.
    7. Under Eloqua, there is now a green checkmark, which indicates that your Eloqua account is ready to be connected with your Infobip account.
    8. Under Infobip, enter your Infobip username and password. If you do not have an Infobip account, register for an account.
    9. Click Login.
    10. Under Infobip, there is now a green checkmark, which indicates that your Infobip account is connected with your Eloqua account.

      Oracle Eloqua - Pair Accounts
    11. To specify the WhatsApp sender that you will use in your Infobip account, go to Oracle Eloqua > Apps.
    12. Click Infobip WhatsApp.
    13. Click Sign in.
    14. Click Settings to open your WhatsApp sender configuration.
    15. In the WhatsApp tab > WhatsApp Sender, enter your Infobip WhatsApp sender.
    16. Click Save.
    17. Click Check Connection to make sure that the sender is ready for use.

    Testing

    When you have an Infobip account and have had your phone number verified, you are assigned a test WhatsApp sender automatically. Use this sender to test the integration.

    Create a campaign

    When creating campaigns, you can give a custom name to each service. By doing so, you can identify the relevant service when analyzing campaign results in reports.

    To create a campaign in Oracle Eloqua using Infobip WhatsApp container, carry out the following steps:

    1. In Oracle Eloqua, on the menu bar, go to Campaigns.
    2. Click Create a Multi-Step Campaign > Blank Campaign.
    3. Click Choose.
    4. In the menu on the left, choose Segment Members to specify the people to whom you want to send the message.
      Oracle Eloqua WhatsApp Campaign - Create Segment
    5. In the menu on the left, choose Send Infobip WhatsApp Message.
      Oracle Eloqua WhatsApp Campaign - Send Message
    6. On the Send Infobip WhatsApp message element, double-click the element.
    7. Click the pencil icon to configure the message. For more information, refer to the WhatsApp documentation.
    8. Specify the type of message. You can choose from the following options:
    • Text template
    • Media template. These templates contain different types of headers, buttons, and footers
    Note

    Currently, Eloqua does not support media templates that use the location as a header.

    1. Choose a template from the list of registered templates.
      Oracle Eloqua WhatsApp Campaign - Compose Message
    2. If the template contains placeholders, choose a value for each placeholder.
      Oracle Eloqua WhatsApp Campaign - Add Placeholder in Message
    3. Click Save.
    4. Add the Is Message Delivered service (Infobip WhatsApp Message Delivered decision element). This service checks whether the message was delivered to the customer.
      Oracle Eloqua WhatsApp Campaign - Message Delivered Decision
    5. Branch the customer journey for each possible outcome.
      Oracle Eloqua WhatsApp Campaign - Message Delivery Outcome
    6. Click Verify to check whether there are any errors.
    View reports

    To view reports in Oracle Eloqua for a campaign that uses Infobip WhatsApp connector, carry out the following steps:

    1. In the menu on the right, click Apps > Infobip WhatsApp reports.
      Oracle Eloqua WhatsApp Campaign - View Report
    2. Specify the WhatsApp Send Message service for which you want to see the report.
    3. Click Export Details to generate a report in Excel.

    The status messages are as follows:

    • Processing messages: The number of messages that are in the delivery process
    • Unable to send: Information about messages that could not be delivered. Example: Customer's mobile is switched off or unreachable, customer does not have WhatsApp installed
    • Sent to WhatsApp: Total number of WhatsApp messages that were sent successfully
    • Waiting for delivery report: The number of messages that are in the delivery process
    • Delivered to device: The number of messages that were delivered successfully to the customers

    You can also generate an overall report that includes all campaigns for your account in a specified time frame.

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