🔃 Salesforce Sales Cloud for People
Integration between the Infobip platform and Salesforce provides strong grounds for a meaningful relationship with your customers.
Main prerequisites for setting up the integration:
- Infobip account.
- A Salesforce user with permissions to edit leads and contacts, API calls, and add connected apps.
- API calls need to be enabled on the Salesforce side.
- Existing users need the Infobip account with the Integrations Manager permissions. Please contact your dedicated Account Manager to learn more.
One of the foundations of effective and successful communication with customers is the accessibility of user information. The user data you have stored in the Salesforce tool can be integrated with our People module in a flash and in a way that does not allow much space for errors. Even when there are some glitches in the synchronization process, you will be informed how to fix them quickly so nothing falls through the cracks.
Synchronization is continuous in the sense that Salesforce and People are always up to date with the latest changes that happen in one of the systems. If any person attribute is changed on one platform, the change will be mirrored on the other, because our mapping feature takes care of the data matching.
So, you can now concentrate on creating and sending messages to the relevant audience without the hassle of the manual importing of leads or contacts. What`s more, the audience can be efficiently segmented for campaigns based on different characteristics (attributes) and you will never have to worry about sending a message to the wrong people.
Salesforce integration is free of charge.
Salesforce Integration With People Module
Your first step on the way to integration between People and Salesforce is the Apps marketplace available on the Infobip web interface.
The following Salesforce editions with enabled API access are supported: Enterprise Edition, Unlimited Edition, Developer Edition, and Performance Edition.
A quick step-by-step guide to integration:
- Navigate to the Apps module (it shows all the products and services you have on the web interface), click Integrations > Salesforce.
- Authorize the Infobip app in Salesforce. The ADD INTEGRATION button will redirect you to the Salesforce website where you will be asked to authorize the Infobip app. When authorizing our app, you are granting access to Infobip for the purpose of data transfer between your Salesforce account and your Infobip account. After authorization, you will be redirected to the Infobip web interface.
- Mapping entities and fields for integration. On the Infobip Salesforce integration page, include the information that you want to be a part of this integration. Make sure that this information—on the Salesforce side and on the Infobip side—correspond to each other.
Entities available for mapping in Salesforce:
Lead – Someone who is not your client yet, but there are chances they might become one.
Contact – Someone who is your client and you are doing business with them.
Account - A business entity that is your client.
Entities available for mapping in People:
Lead – Person in the Infobip People module whose information has not been confirmed.
Customer - A person with confirmed contact information.
Company - A group of people from the same company.
Inside the People module there is an option to add or change standard (first and last name, country, city, etc.) and custom attributes. In Salesforce, you can edit information about Contacts and Leads.
Remember that, for successful integration, the mandatory fields have to be filled in. If some of the information is missing from the Infobip side (it is not available on the mapping`s drop-down menu), it can be created on the Configuration page in People.
After you are done with the mandatory fields and other information that should be in the mapping, the next decision you need to make is whether you want to set up a one-way or two-way integration. One-way integration happens only from one system to another; in two-way integration, the data will be synchronized both Salesforce to Infobip and vice versa.
Available Mappings that you could select for your integration:
||Salesforce to People
Decide who is to be included in the initial transfer from Salesforce. Specify what kind of leads and contacts should be transferred to Infobip.
For example, if you don’t need leads and contacts with the Last Modified Date older than 90 days (because you think their information is already too obsolete), set that up as a filter and those leads/contacts will not be transferred.
You can always go back later and perform bulk transfers if you want to include people who were not a part of the initial transfer.
- After the mapping has been done and you have set the conditions for the transfer, click SAVE and the data will start flowing. You will be able to see the integration stats (including errors) in our Apps module, on the Salesforce integration page.
Also important: You don`t have to use the same mappings when creating new entities and when modifying the existing ones. In other words, it is possible to use one set of mapping fields to add a new entity and another set later on when changing some information about the entities.
Initial and Bulk Transfers From Salesforce
When setting up your first integration/ transfer of the existing Leads and Contacts from Salesforce, that`s what we call initial integration. It happens when you transfer, for example, 2000 contacts, from Salesforce to Infobip.
The synchronization is always running, which means that once you change some information inside a field in Salesforce, such as the first name, it will be changed right away inside People on the Infobip web interface.
Bulk transfers in general (not only the initial ones) can be performed manually using the Transfer page in the Infobip Apps module. So, if you want to change the mapping, include new fields in the mapping, or maybe you forgot to transfer some entities, you can perform such transfers manually, in bulks.
Step by Step Bulk Transfer From Salesforce
1. Infobip web interface > APPS > Salesforce > Transfer.
2. Select Last Modified Date, for example within last 90 days. Another option that you might want to add is Lead Status. You can use both options, one of them, or none. It all depends on the type of integration you are looking to perform.
3. Click START TRANSFER to transfer all the people from Salesforce who match the condition from step two.
4. Now we should have them all in People.
When most of the people have been synchronized between the two systems, you can still go back and use this tool to transfer certain contacts that have not been modified for longer than 90 days so you can keep reaching out to them if you want to.
Automatic Synchronization of Leads, Contacts, and Person Profiles
The customer information and profiles you create will be integrated between the two systems either within the bulk integrations that you create or each time you enter new or modify the existing information in one of the two systems - Salesforce or Infobip.
If you delete an entity in Salesforce, that entity will also be deleted on the Infobip web interface and vice versa.
MAKING CHANGES IN SALESFORCE
Changes on the Salesforce side appear in the Infobip People module with a delay of up to two minutes.
New Lead or Contact in Salesforce
Inside the Infobip People module, confirm that the lead or contact you want to create does not exist already - you can use email address, first and last name, or company name. Next, open both Salesforce (with the user name that is not the admin user) and People.
In Salesforce, click Leads or Contacts > New and fill in the information in the pop-up form. When you save it, refresh the Person Information page in People and you will see the profile in there too. If you are creating a Contact, it will be saved in People as a Customer.
Later on, if you would like to change something on that profile, keep the mapping in mind. If you create an attribute in People that doesn`t have a match in Salesforce, the information won`t be transferred there.
Do you recall how you can get an overview of Mappings? Go to the Infobip web interface and then click Apps > Salesforce > Mapping. Click the type of mapping (Lead → Lead, Contact → Customer, etc.) and check the mapping categories that you have in there (first name, last name, country, city, or something else).
You want to change the city, so you checked and confirmed that this category exists in the mappings. The next step would be to edit the city information on the Person Information page in People and you will quickly see it reflected on the Salesforce Lead or Contact`s Details page.
New Account in Salesforce
When it comes to businesses, one-way integration is possible: from Salesforce to People. This means that you only need to have an Account set up in People. The Account info will transfer from Salesforce to the Company type profile in People.
1 On the Salesforce page, click Account > New.
2. Fill in the fields in the form.
3. Once you click Save a confirmation pop-up will appear.
New Lead or Customer in People Module
1. Click Create Person Profile.
2. Inside the Contact Information block, enter an email address or phone number.
3. In Basic Information, enter your first and last name, address, and other optional information. Remember to select the type: Customer or Lead.
4. Click Salesforce > Leads > Show All Open Leads. There will be a list of Leads. Click the person whose information you want to see.
Use Infobip Moments to further combine the possibilities of the two platforms. You will need to go to our two-way communication builder available in Moments and add the Salesforce Campaign Sync element.
Check Integration Status in People Module
Integration calls and Warnings and errors are two features on the Status page that will prove helpful if any glitches occur during the integration.
Under Warnings and errors, you will see a list of things that went wrong during integrations. For example, if you specified the mandatory fields (e.g., first and last name, company), but you don’t have these fields in one of the systems, the transfer will not be successful and an error message will appear. As we explained earlier, mandatory fields are required on one side or the other.
Meanwhile, the warnings only inform you that there are some issues you should attend to, but the integration, in general, has been successful.
Integration calls simply show how many API calls there were on a specific date so you can better understand how much information is going back and forth.
To pause or delete integration, click the three-dot menu in the upper right corner on the Status page and select an option.
Integration Notes and Tips
The data between the two systems is always exchanged in real time. The moment you create changes or updates in one system it will be reflected in the other one. These following paragraphs are a quick overview of some essential integration tips and scenarios.
Matching by Email
We use email as a piece of primary information to be able to link a Lead or Contact from Salesforce to a Person on the Infobip web interface. The reason behind this is that the Salesforce treats email as a unique field, and therefore we also treat is as a key link between users.
New Information Synchronization
Keep in mind that you will need to edit mapping to add a new field if you have created it in one of the systems (Salesforce or Infobip) and would like it to stream it to another system.
You will also have to edit mapping to remove or change how fields correspond to each other if you have removed a field from either system.