This guide is designed to help you seamlessly integrate your Retention.com account with Salesforce.
An integration between Retention.com and Salesforce does three things:
Automates Contact/Event Transfer: Send contacts/events from Retention.com to a specified data extension in Salesforce.
Contact Suppression: Automatically suppress existing contacts in Salesforce 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 in your R! dashboard, please ensure you have:
R! Scripts installed on your e-commerce platform (Optional but recommended)
Logged into Salesforce already
Uploaded your Suppression File in the R! Dashboard
Integrating in Retention.com
1. Click on Integrations from the left navigation panel in Retention.com. Then, click Available Integrations at the top and select the Salesforce icon.
2. Click Connect.
3. If you aren't already logged into your Salesforce account, you will need to follow the prompts for that first. Then, read over the Access information, and click Allow.
4. Once your Salesforce account is connected, you'll be taken to the integration page where you can configure settings for Suppression and Grow Sync.
5. We highly recommend enabling automatic suppression of Salesforce contacts. This keeps Retention’s list up to date with your existing subscribers, preventing them from being counted as net new.
6. We recommend selecting Yes to automatically upload the contacts we collect into your Salesforce instance.
You can choose whether to sync these contacts as Leads or Contacts, depending on how you manage your processes.
You can also choose whether you want to enable custom sync options.
Expand here for more information on custom sync options
Expand here for more information on custom sync options
If you check the box to enable custom sync options, that will display five options: filter by email domain, full or portion of a landing page URL, landing page domain, state, and referrer URL.
This feature allows you to filter your Retention.com contacts before you send them to your ESP. For example, you can send all contacts who hit different landing pages to separate lists. Or, send all of your California leads to one ESP and Texas leads 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.
Click Finish Setup, then toggle Enable from the top menu to complete the integration process!
JSON Mapping
We automatically include the default JSON mapping for Retention.com contacts for the fields that Salesforce allows. If any additional mappings are required, please contact your Implementation Manager.
Expand for more information on JSON Mapping
Expand for more information on JSON Mapping
Please note that this does not, by default, include all the fields we provide with our contact records (see below for a full list of fields that we include with all contact records).
You will have to add custom fields in Salesforce for any/all fields we cannot include by default to sync all fields (such as domain, landing page URL, etc).
Here are the fields we include automatically for Retention.com contacts that are synced to Salesforce:
email
first name (if included in your plan)
last name (if included in your plan)
referrer
Those fields are included by default in the JSON field as seen here (if these fields are included in your plan):
"Email": "%email%",
"LastName": "%last_name%",
"FirstName": "%first_name%",
"LeadSource": "%referrer%"
This JSON section can be used to add, modify, or delete one or more fields for your contacts.
If you add a new field to our JSON, you must first create the field in Salesforce. If the field does not exist in Salesforce and you add it here, the sync process will fail if and when we try to create the contact in Salesforce.
Here is a list of all the field names that are included with all Retention.com contact records. Fields with an asterisk are not included by default and you will have to add them manually both in Salesforce and in this JSON mapping in order to sync them from Retention.com to Salesforce:
email
first_name (if included in plan)
last_name (if included in plan)
email_domain*
clicked_at*
landing_page_url*
landing_page_domain*
referrer
page_title*
Dynamic fields
In addition, these dynamic fields can be included:
timestamp: this is the timestamp generated the instant that the contact is created in Salesforce.
datetime: generates a Date-Time for the instant the contact is created in Salesforce, this has the format that Salesforce requests for its creation.
date: generates a Date the instant a contact is created in Salesforce, which has the format that Salesforce requests for its creation.
Static fields
You can also manually add static fields to the mapping if you want all contacts to include a specific value.
For example, if you had a field called “Editorial_Daily_Opted_In” you could add the static value “yes”. That would look like this:
{ "Editorial_Daily_Opted_In": "yes" }RECOMMENDATION: If you do not understand JSON mapping, do not edit the default settings.
Integration Settings
Integration Settings
From your Integration settings, you can access, change, or update any of the following:
Your API key
Grow or Reclaim Activation
Suppression settings
Grow Sync settings, including the list you're syncing contacts to
Revenue metric
Sync summary
Reclaim sync
To access any of these settings, click Integrations > Dots > Settings.
Sync summary
Sync summary
You can view your daily sync history under Sync Summary on your integration page. It will show you the date, number of completions, if there are any failures, and the number that are 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 or require further support, you can contact our support team at support@retention.com.