Salesforce Marketing Cloud

This article covers how to connect the Salesforce Marketing Cloud with the Infobip platform using SMS or/Viber as communication channels. The Infobip plugin enables you to send SMS and Viber messages through Customer Journeys.

Prerequsites 

To start using SMS and/or Viber as channels on the Infobip platform with the Salesforce Marketing Cloud, here’s what you’ll need to do:

  1. Sign up for an Infobip account.
  2. Generate the API key on the Infobip platform
  3. Enable SMS and/or Viber senders on your account. SMS as a channel is included in the free 14-day trial. To enable Viber as a channel, contact us. Refer to the Viber onboarding procedure for more details.

How to Generate API Key

  1. Log in to the Infobip web interface, click MANAGE API KEYS.

  2. To create a new API key, click NEW API KEY. Name your API key, set the expiration date, and select the PUBLIC API check box. The IP address is optional. Click SAVE.

Salesforce Marketing Cloud integration - Create API key

Plugin Installation

  1. Log in to the Salesforce Marketing Cloud and navigate to Setup > Apps > Installed Packages.

Setup - Salesforce Marketing Cloud

  1. To add Infobip packages, click New.

Add new packages

  1. To add the customer journey action to the package, click Add Component, select the Journey Builder Activity, then click Next.

Add new component

  1. Define the Infobip customer journey action details and save it. You can use the following values listed below.

Set Journey Builder Activity Properties

Send SMS

IMPORTANT

With this URL, your preconfigured Infobip Sender ID will be used. If you wish to choose between multiple senders, contact your dedicated Account Manager. They will provide you with the custom Endpoint URL and then you can choose a specific sender for each journey you create.

Check SMS Status

Send Viber Messages

IMPORTANT

With this URL, your preconfigured Infobip Sender ID will be used. If you wish to choose between multiple senders, contact your dedicated Account Manager. They will provide you with the custom Endpoint URL and then you can choose a specific sender for each journey you create.

Check Viber Delivery Status

Components

User Guide

Here's how to use the Salesforce Marketing Cloud through Journeys Dashboard with the Infobip SMS channel enabled.

NOTE

Plugin only supports Data Extension as an entry source.

How to Send SMS

Use the Journeys Dashboard to edit the name of your journey, insert entry source, activities, and configure how your flow will look like.

Journey Builder - SMS (example)

Here’s how to configure your SMS sending action:

  1. Enter your message template.

  2. From the drop-down menu, choose MSISDN.

  3. Paste your Infobip API key.

Journey Builder - SMS configuration

  1. You can send a single test message to see everything is configured properly.

How to Send Viber Messages

Use the Journeys Dashboard to edit the name of your journey, insert entry source, activities, and configure how your flow will look like. In the bellow example a Viber to SMS failover campaign is shown.

Journey Builder - Viber (example)

Here’s how to configure your Viber sending action:

  1. Enter your message template
  2. Use the Rich Content options to design a Viber message containing text, images, and buttons.
  3. From the drop-down menu, chose MSISDN.
  4. Paste your Infobip API key.

Journey Builder - configure Viber

  1. You can send a Viber test message to see everything is configured properly.

How to Configure Decision Splits

With decision splits, you can check whether your messages have been delivered or not.

  1. Insert the SMS or Viber status tile. This tile calls the Infobip API and will retrieve the delivery status for each message after the period defined in the flow.
NOTE

Delivery reports can be pulled only once, so it’s important you are not pulling them via API as well. If you pull reports manually before Salesforce sends a request, Infobip platform will return an empty list.

  1. Set up waiting time. We recommend you set this time to no less than 5 minutes. All messages delivered after this period won’t be included in the delivery report.

Set up waiting time

  1. Insert the Decision Split tile. Click Decision Split > Add Paths > Attributes >Journey Data and then select Custom Activity.
  2. Drag the attribute to the filter criteria and set the rules.

Set up decision split

NOTE

Creating a decision split is the same for both SMS and Viber.

Response Codes

UNDELIVERABLE

  • UNDELIVERABLE_REJECTED_OPERATOR
  • UNDELIVERABLE_NOT_DELIVERED

DELIVERED

  • DELIVERED_TO_OPERATOR
  • DELIVERED_TO_HANDSET (message reached the customer)

For more detailed information, visit the Response Status and Error Codes article on our Documentation Hub.

In case you run into any challenges or issues, contact our Partnership Presales team (Partnership_PresalesHQ@infobip.com) or Support.