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Oracle Eloqua messaging

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

Prerequisites

Infobip account. If you don't have an account, you can create one.
Oracle Eloqua account
Sender for WhatsApp, SMS, or Viber

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

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

Installation and Configuration

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.
Click Accept and Install.
To connect your Infobip account with your Eloqua account, go to Oracle Eloqua.
On the left-hand side of the screen, under Eloqua, click Login.
Click Authenticate Now.
In the window that opens, click Sign in.
Under Eloqua, there is now a green checkmark, which indicates that your Eloqua account is ready to be connected with your Infobip account.
Under Infobip, enter your Infobip username and password. If you do not have an Infobip account, register for an account.
Click Login.
Under Infobip, there is now a green checkmark, which indicates that your Infobip account is connected with your Eloqua account.
To specify the SMS sender that you will use in your Infobip account, go to Oracle Eloqua > Apps.
Click Infobip SMS messaging.
Click Sign in.
Click Settings to open your SMS sender configuration.
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.
Click Save.
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.

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.

Filter Segment Based on URL Clicks

You can target customers based on URL activity.

To filter a segment, carry out the following actions:

In Oracle Eloqua, go to Segment >> Filter Criteria.
Search for Sms Link Clicked – Infobip Sms Activity.
Click this activity.
Find the URL for which you want to create the filter.
Depending on the use case, include or exclude filtered customers.

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:

In Oracle Eloqua, go to your campaign.
Double-click the Send Infobip SMS Message element.
Click the pencil icon.
Enable DLT.
In the DLT Entity ID field, enter the entity ID of your Eloqua account. You can obtain this value from the ID field.
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.

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:

Follow the instructions in the Oracle help document to create a custom field for a contact. The Data type field must be text.
Go to Apps > Infobip SMS messaging > Settings.
Open configuration > Opt-Out tab.
Select Enable Opt-Out.
In the Field name section, choose the field that you had created earlier. Example: Infobip Subscription
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.
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:

Go to Apps > Infobip SMS messaging > Settings.
Open configuration > Opt-Out tab.
Deselect Enable Opt-Out.
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:

In Oracle Eloqua, on the menu bar, go to Campaigns.
Click Create a Multi-Step Campaign > Blank Campaign.
Click Choose.
In the menu on the left, choose Segment Members to specify the people to whom you want to send the message.
In the menu on the left, choose Send Infobip SMS Message.
On the Send Infobip SMS Message element, double-click the element.
Click the pencil icon to open a blank SMS composition slate (Cloud Action Configuration).
Compose the message.
(Optional) Use placeholders to personalize the message.
Click Save.
Add the Is SMS Delivered service (Infobip SMS Message Delivered decision element). This service checks whether the message was delivered to the customer.
Branch the customer journey for each possible outcome.
Click Save,
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:

In the menu on the right, click Apps > Infobip SMS Reports.
Specify the SMS Send Message service for which you want to see the report.
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.

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

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

Installation and Configuration

To install Infobip WhatsApp, go to Oracle Marketplace and search for Infobip WhatsApp.
Click Accept and Install.
To connect your Infobip account with your Eloqua account, go to Oracle Eloqua.
On the left-hand side of the screen, under Eloqua, click Login.
Click Authenticate Now.
In the window that opens, click Sign in.
Under Eloqua, there is now a green checkmark, which indicates that your Eloqua account is ready to be connected with your Infobip account.
Under Infobip, enter your Infobip username and password. If you do not have an Infobip account, register for an account.
Click Login.
Under Infobip, there is now a green checkmark, which indicates that your Infobip account is connected with your Eloqua account.
To specify the WhatsApp sender that you will use in your Infobip account, go to Oracle Eloqua > Apps.
Click Infobip WhatsApp.
Click Sign in.
Click Settings to open your WhatsApp sender configuration.
In the WhatsApp tab > WhatsApp Sender, enter your Infobip WhatsApp sender.
Click Save.
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:

In Oracle Eloqua, on the menu bar, go to Campaigns.
Click Create a Multi-Step Campaign > Blank Campaign.
Click Choose.
In the menu on the left, choose Segment Members to specify the people to whom you want to send the message.
In the menu on the left, choose Send Infobip WhatsApp Message.
On the Send Infobip WhatsApp message element, double-click the element.
Click the pencil icon to configure the message. For more information, refer to the WhatsApp documentation.
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.

Choose a template from the list of registered templates.
If the template contains placeholders, choose a value for each placeholder.
Click Save.
Add the Is Message Delivered service (Infobip WhatsApp Message Delivered decision element). This service checks whether the message was delivered to the customer.
Branch the customer journey for each possible outcome.
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:

In the menu on the right, click Apps > Infobip WhatsApp reports.
Specify the WhatsApp Send Message service for which you want to see the report.
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.

Viber

This article covers how to connect Oracle Eloqua with the Infobip platform using Viber as a communication channel. Oracle for Viber is available as a separate app. After you implement it you can send messages to your campaign audiences via the Viber channel, and keep the data between both systems in sync.

Prerequisites & Features

Here are the main tasks to do to implement the Viber app:

Install the Viber messaging app and configure your Infobip account to use it
If you do not have a Viber number, log into the Infobip web interface to request a number
Test your integration

Prerequisites

Oracle Eloqua account
Infobip account
Viber sender

If you do not have an Infobip account, you can sign up for free!

Features

Outbound messages with text, image and/or button
Outbound text messages with placeholders
Decision service that uses a trigger to check whether the message was delivered to customers
Decision service that uses a trigger to check whether the message was seen by customers
Reports about sent messages and service instances

How to Install the Viber Messaging App

Go to the Oracle Marketplace and search for Infobip Viber messaging.
Note: If you do not find the app, contact your Account Manager or contact our Sales team using the Infobip Contact form.
Click Accept and Install.
To connect your Infobip account with your Eloqua account, go to Oracle Eloqua.
On the left-hand side of the screen, under Eloqua, click Login.
Click Authenticate Now.
In the window that opens, click Sign in.
Under Eloqua, you will see a green checkmark. This indicates that you can connect your Eloqua account to your Infobip account.
Under Infobip, enter your Infobip username and password.
Click Login.
Under Infobip, you will see a green checkmark. This indicates that your Infobip and Eloqua accounts are connected.

How to Configure the Viber Sender

Go to Oracle Eloqua > Apps.
Click Infobip Viber messaging.
Click Sign in.
Click Settings to open your Viber sender configuration.
In the Infobip Viber tab > Sender, choose your Infobip Viber sender.
Note: If you do not have a sender, click Buy number to purchase a dedicated Viber sender.
Click Save.
Click Check Connection to make sure that the sender is ready for use.

How to Test the Integration

Once you have an Infobip account and your phone number is verified, you are assigned a test Viber sender automatically. Use this sender to test the integration.

Note: When creating campaigns, you can give a custom name to each service. This makes it easier to identify the relevant service when analyzing campaign results in reports.

In Oracle Eloqua, on the menu bar, go to Campaigns.
Click Create a Multi-Step Campaign > Blank Campaign.
Click Choose.
In the menu on the left, choose Segment Members to specify the people who will receive the message.
In the menu on the left, choose Send Infobip Viber Message.
On the Send Infobip Viber Message element, double-click the element.
Click the pencil icon to open a blank Viber composition slate (Cloud Action Configuration).
Create the message content. Message types supported for Viber are Text, Image, Text with button, and Text with button and image.
(Optional) Use placeholders to personalize the text of the message.
Click Save.
Add the Is Viber Delivered or Is Viber Seen service (Infobip Viber Message Delivered/Seen decision element). This service checks whether the message was delivered to the customer or if the customer has seen the message.
Branch the customer journey for each possible outcome.
Click Save,
Click Verify to check whether there are any errors.

View Reports

Follow these steps to view reports in Oracle Eloqua for a campaign that uses Infobip Viber messaging.

In the menu on the right, click Apps > Infobip Viber Reports.
Specify the Viber Send Message service for which you want to see the report.
Click Export Details to generate a report in Excel.

The status messages you may see are:

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 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 for all campaigns for your account in a specified timeframe, and obtain messaging reports from Infobip Analyze.

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