This guide is designed to help you seamlessly integrate your Retention.com account with Salesforce Marketing Cloud.
An integration between Retention.com and SalesForce Marketing Cloud does three things:
Automate Contact Transfer: Send contacts from Retention.com to a specified data extension in Salesforce Marketing Cloud.
Contact Suppression: Automatically suppress existing contacts in Salesforce Marketing Cloud to avoid redundancies.
Custom Filter Synchronization: Set up filters for directing leads from different domains or Email Service Providers (ESPs) to various data extensions.
Prerequisites
Before starting the integration process, ensure you have:
1. Salesforce Credentials: Your Client ID, REST Base URI, and Client Secret.
Click here for instructions to create these credentials
Click here for instructions to create these credentials
1. Go to Salesforce Marketing Cloud and click your user icon (top right), then select Setup.
2. In the left-hand navigation, click Apps > Installed Packages. Then, click New.
3. Give the package a Name and Description, then click Save.
4. Click Add Component.
5. Choose API Integration, and click Next.
6. Choose Server-to-Server, and click Next.
7. Under Contacts > Audiences and List and Subscribers, select the options for Read and Write under both. Under Data > Data Extensions, select the options for Read and Write. When finished, click Save.
Your Client ID, REST Base URI, and Client Secret credentials will be displayed after you save.
2. Data Extension: Decide on or create the data extension in Salesforce Marketing Cloud where you want to sync your contacts.
How to Integrate
1. Go to your Retention dashboard and click on Integrations from the left navigation panel. Then, click Available Integrations at the top and choose the Marketing Cloud icon.
2. Paste your Client ID, REST Base URI, and Client Secret. Then, click Connect.
3. Set up your Contact Suppression.
If you enable automatic suppression, Retention.com will sync your regular, opt-in data extension from your ESP and add it to your Retention.com suppression list. This prevents you from paying for contacts you already have. Upon activation of this feature, the synchronization will occur daily at 6 p.m. Eastern Standard Time.
You are required to select the 'YES' option to activate suppression.
Additionally, you will need to select the specific data extension for suppression by clicking on the provided drop-down menu.
When you’re finished, click Next.
4. Set up Contact Sync settings.
Click 'YES' to upload your collected contacts, and then choose a data extension from the drop-down menu to synchronize them with. From this point onwards, your synced contacts will be collected in real-time.
You can also enable 3rd party validation or custom sync options. Click here to learn more.
You can also enable 3rd party validation or custom sync options. Click here to learn more.
If you check the box to enable custom sync options, there will be five options to select from: filter by email domain, full or portion of a landing page URL, landing page domain, state, and referrer URL.
This feature enables you to refine your Retention.com contacts prior to transferring them to your Email Service Provider (ESP). For instance, you can distribute contacts who have visited various landing pages to distinct data extensions. Alternatively, you can direct all your leads from California to one ESP, while routing those from Texas to another.
Email domain: This field auto-fills/populates with email domains (ex. Gmail, Yahoo Mail, AOL, etc.) from your collected contacts.
Full or portion of a landing page URL: If you’ve put the script on several pages or the entire site, this field allows you to pull out contacts who have only hit Landing Page A or Landing Page B. This option does not auto-populate, so you will have to add in the exact URL.
Landing page domain: If you added script to both Retention.com and Robly.com, for example, the landing page domain would be either Retention.com or Robly.com. This field will auto-populate.
State: This filter allows you to pull out only contacts from one or more states.
Referrer URL: This is the URL the contact comes to your site from.
When you’re finished, click Save.
5. Set up the JSON Mapping of fields.
We automatically include the default JSON mapping for Retention contacts with fields that Salesforce allows.
This does not include all the fields we provide with our contact records. You can find a list of all the fields we include above the key/value area on the page.
If you choose to use a field not in the default list, please ensure you add it to Salesforce first! **Note that all fields except for email must be marked not required**
How to map fields:
Click on the "Add Field" button to create a new mapping
Enter the Salesforce field name under the "Key" column
In the "Value" column, enter a dynamic variable or a static value based on your needs. (The definition of these value types is provided for you on the page)
To remove a mapping, simply click the trash can icon in the "Delete" column.
Important Notes:
The mappings you create here will directly affect how data is sent to and interpreted by Salesforce. It’s crucial to verify the accuracy of these mappings.
In Salesforce Marketing Cloud, prioritize using the
suppression_emailfield for suppression handling. If this field is not set, the system will useemailas a fallback, ensuring continuous functionality with previous configurations.
For Contact Sync to work correctly, add the following fields to your Salesforce Marketing Cloud environment and your JSON Mapping:
emailandcreated_or_update_at.
For Suppression to work correctly, add the following fields to your Salesforce Marketing Cloud environment and your JSON Mapping:
suppression_email,suppression_filter_date, andcreated_or_update_at.
6. Choose whether or not you want to enable the SalesForce Marketing Cloud integration now. Once you enable the integration, your suppression and collection sync settings will apply and begin.
Click Finish to complete the integration setup.
How to make changes to your integration
To make changes to an existing integration, you need to go to the integration settings page in your dashboard.
Follow the steps below:
1. Go to your Retention Dashboard
2. Select Integrations from the navigation menu on the left of your screen
3. Locate the integration you want to make changes to and click the three dots to the right of the integration
4. Click Settings from the list
You can make changes to the following settings by clicking on the pencil icon:
Suppression
Contact Sync
JSON Mapping
You can also turn the integration on and off by toggling the Enable/Disable buttons or Remove the integration entirely.
Sync summary
On your integration settings page, under 'Sync Summary', you can monitor your daily sync history. This section will display details such as the date, the number of successful completions, any failures, and the quantity of items currently in the queue.
To access all of your sync history, click View Full History under Sync Summary. If there’s a failure, it will show the email address, what type of failure has occurred under ESP Feedback, and the date and time of the failure.
If you have questions about the error message, you can contact support at support@retention.com.