Skip to main content


Granicus Insights

Connecting Your Communications Cloud Account to Your CRM

Note: GovDelivery Connect is an advanced feature for Communications Cloud. If your organization is interested in accessing this advanced feature, submit a ticket or contact your Client Success Consultant.

GovDelivery Connect supports Salesforce and Microsoft Dynamics (cloud-based). This article outlines the necessary steps for setting up GovDelivery Connect and preparing either CRM to sync with it.

GovDelivery Connect lets you send data between your CRM and Communications Cloud.

Note: Data will be imported from CRM entities, which we will refer to throughout this article.

  • If you are using Salesforce, your entities are contacts.
  • If you are using Microsoft Dynamics, your entities can be either contacts or accounts.
  • You can send entities from your CRM to a Communications Cloud topic, subscribing these citizens for communications they might be interested in.
  • You can send information from your CRM to Communications Cloud as question responses, which will allow you to filter your subscribers based on information collected about them.
  • You can send Communications Cloud engagement data to your CRM, keeping all metrics about your entities in one place and creating an entire picture of their engagement.

For example, you might filter your CRM entities to find citizens who live within a specific zip code or ward, and then subscribe them to a topic within your Communications Cloud account so they will receive snow removal updates. You can then pass engagement data, such as how often each entity opens and reads a snow removal email, to the CRM.

For more information about how GovDelivery Connect works once it is set up, see Sending Data to/from CRM.

Getting Started

Note: Your organization's Communications Cloud Account Administrator must perform the following steps.
  1. Submit a request using the link at the bottom of this page
    • Indicate that you need assistance setting up GovDelivery Connect, and specify which CRM you are using.
    • If you are using Salesforce, note how many Communications Cloud users will use the Connect feature. You will be provided with an authentication token for each user.
  2. Provide your organization's CRM system administrator with a list of all users who will need access to Connect.
    • If you are using Salesforce, also give them the tokens you received from Granicus Customer Support
  3. Provide your organization's CRM system administrator with the appropriate setup steps, listed below.

Salesforce Setup

Note: Your organization's Salesforce system administrator must perform the following setup tasks.

Installing the Connect App in Salesforce

  1. Add '' as a whitelisted domain for your organization, as described in Configuring Remote Site Settings.
  2. Go to the Salesforce app exchange at
  3. Enter "GovDelivery" in the search bar to search for the GovDelivery Engagement Activities app.
  4. Install the app. You will be required to log in to Salesforce using your Salesforce system administrator account.
  5. Complete the Salesforce prompts.
    • For the Connect URL, enter:
    • In the Data Retention (days) field, optionally specify the number of days for which Salesforce should keep engagement data sent from Communications Cloud. When the number of days you enter here has elapsed since data was sent to Salesforce, that data will be cleaned out of the entity (contact) record. If you don't want any data automatically deleted, leave this field blank.
    • Enter each authentication Token provided to you by our Support team. Each Communications Cloud administrator who will be using Connect will need a unique authentication token. You can enter the corresponding Salesforce users in the Token Owner fields, to help you remember which user received each token.
  6. While installing the app, you will be prompted to choose the Salesforce users in your organization who can use Connect.

Displaying Communications Cloud Engagement Data on Contact Records

  1. Log in to Salesforce.
  2. View any Contact record.
  3. Click Edit Layout in the top right corner of the page.
  4. Under Related Lists, add the GovDelivery Engagement Activities list.
  5. Click the wrench next to GovDelivery Engagement Activities list to edit it.
  6. Add the Type, OccuredAt and Activity Data columns to the layout.
  7. (optional) Remove ID.
  8. (optional)If your organization has other layouts for contacts assigned a different record type, you might want to apply this column information to those layouts.
  9. Save the layout.
Tip: If a Salesforce user has created a custom layout for Contacts and is not using one of the standard layouts that you edited, they will not see Communications Cloud engagement data on the Contacts page. They must follow these steps to display this information on their custom page layout.

Preparing Salesforce Users to Sync Data with Connect

Make sure that all users who will manage Communications Cloud and Salesforce connections have a user account within Salesforce and appropriate permissions that allow them to edit contacts and contact information. To do so:

  1. Log in to Salesforce and access the Administer controls
  2. Go to Security Controls > Field Accessibility.
  3. Click GovDelivery Engagement Activity.
  4. Click View by Profiles.
  5. Choose the profile used for your Connect users.
  6. Change the Field Access value to make the following fields editable for this profile:
    • Activity Data
    • Bulletin ID
    • Occurred At

Microsoft Dynamics Setup

Note: Your organization's Microsoft Dynamics system administrator must perform the following setup tasks.

Creating a Connect Application in your Active Directory

  1. Sign in to Microsoft 360 and go to Microsoft Azure.
  2. Select your Active Directory.
  3. Click Applications in the top navigation menu.
  4. Click Add at the bottom of the page.
  5. Click Add an application my organization is developing:
  6. Enter a Name for the application, such as GovDelivery Connect. Make sure the WEB APPLICATION AND/OR WEB API option is selected, then click the right arrow button.
  7. For both the Sign-On URL and App ID URL fields, enter:
  8. Click the check mark to create the application. Do not close this page.

Configuring your Application and Granting it Access to Dynamics

  1. Click Configure in the top navigation menu.
  2. Under the "Single Sign-On" section, set the Reply URL to:
  3. Click Add application.
  4. In the "Permissions to other applications" window, select Dynamics CRM Online.
  5. Click the check mark at the bottom of the window--NOT the top.
  6. For the "Dynamics CRM Online application" line that was just added to the "permissions to other applications" list, click Delegated Permissions: 0 and select the check box next to Access CRM Online as organizational users. Do not close this page.

Generating Keys for Each User of GovDelivery Connect

  1. Scroll up to the "Keys" section.
  2. Add a key by setting the drop-down field to 2 years.
  3. Click Save at the bottom of the page.
  4. Once the save operation has completed, return to the "Keys" section and copy and paste the newly provisioned secret key (a long string of letters, numbers, and symbols) somewhere safe.
    Copy and save the key now, before proceeding.
  5. Repeat steps 1-4 for each user at your organization who will use Connect to send data to and from Microsoft Dynamics.
  6. Scroll up to the "Properties" section and find the CLIENT ID. Copy and paste this somewhere safe.

Preparing Microsoft Dynamics Users to Sync Data with Connect

  1. Make sure that all users who will manage Communications Cloud and Dynamics connections have a user account within Dynamics and appropriate permissions that allow them to edit entities and entity information.
  2. Provide each user the information they will need to start using Connect:
    • The Client ID you copied in step 6 above. This is the Public Token for Connect.
    • The secret key you copied in step 4 above. This is the Secret Token for Connect.
    • The URL for your Microsoft Dynamics instance.


What happens if an administrator who created a Connection to our CRM leaves our organization?

When a user account is deactivated or deleted, the connections created under that account are also deleted. Both Communications Cloud and the CRM will retain all data transferred using the actions created for that administrator's connections. You must recreate the actions under a different administrator's connections to resume transferring data.

Can I send Communications Cloud entities to my CRM?

No, you can only send entities from your CRM to Communications Cloud. However, you can export subscribers in a .CSV file with your subscribers and upload that file to your CRM. See the Adding, Modifying, and Deleting Subscribers for steps on exporting subscribers.

Are there any limits on the information I can send from my CRM to Communications Cloud?

Communications Cloud tracks information about subscribers using questions that they can answer during sign-up. If you have information about your subscribers/entities stored in your CRM, you can send that information to Communications Cloud as question responses for each subscriber. You do this by mapping fields in your CRM to questions in Communications Cloud. Communications Cloud accepts a maximum of 1000 characters for each question response. 

How often is information sent between systems?

When set to recur automatically, actions that send CRM entities to Communications Cloud run nightly. Administrators can also run the action on-demand from the main Connect page.

Actions that send Communications Cloud engagement data to a CRM run every 15 minutes.