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GovDelivery

Sending Data to/from a 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 lets you send information between your GovDelivery Communications Cloud account and your CRM. Once this feature is enabled for your account and your CRM has been configured to sync with Communications Cloud, users can start sharing data.

For more information on setting up this feature, see Connecting Your GovDelivery Account to your CRM.

How it Works

Each link between Communications Cloud and your CRM is created and managed by an administrator. This link is called a connection. Your organization can have multiple users managing connections.

Under a connection, you can create actions. An action specifies the direction data is flowing, the data being sent, and other details. You can have multiple actions under a connection.

For example, you might have one action subscribing some contacts to Topic A, another action subscribing other contacts to Topic B, and a third action sending engagement data for both topics back to your CRM.

Creating a Connection

Connections are user-specific. You can only see and manage connections and actions you have personally created.

Prerequisites:

  • If you are using Salesforce, you need your Salesforce username and password. Your Communications Cloud Account Administer should provide you with a unique token, which they will receive from our Customer Support team. You also need to be granted access to GovDelivery Connect within Salesforce by your Salesforce system administrator.
  • If you are using Microsoft Dynamics, you need your public token, secret token, and the URL of your organization's instance of Microsoft Dynamics. You can get these from your organization's CRM administrator.

Steps:

Tip: We highly recommend syncing data using test contacts, test subscribers, and test topics, prior to syncing real data between Communications Cloud and your CRM.

  1. To access the Connect feature, click Connect on the left navigation menu.
  2. Click Manage Connections.
  3. Find your system in the list and click Connect.
  4. Authenticate into your CRM.
    • For Microsoft Dynamics: Enter the following information, which should have been provided to you by your organization's CRM system administrator: The Public Token (or client ID), the Secret Token (or secret key) and your organization's Microsoft Dynamics URL.
    • For Salesforce:
      • Choose either test.salesforce.com to access your sandbox Salesforce environment, or login.salesforce.com to access your production Salesforce environment. 
        Tip: to use a Salesforce instance at a custom domain, select either option and then click the Custom Domain button in the screen that appears.
      • Enter your username and password in the login screen that appears. You will also need to enter a token, provided to you by your organization's Communications Cloud Account Administrator.

After you authenticate into your CRM, the Connection is created.

Sending Contacts to Communications Cloud as Subscribers

When you send contacts to Communications Cloud with Connect, you can apply filters to find appropriate subscribers for your topic. For example, you might target people in a specific ward or ZIP Code for a city parking alerts topic.

You can also send information about your contacts to Communications Cloud. This information comes from fields in the CRM and will be stored as subscriber responses to questions. For example, you might choose to map the contact's first name as a response to the question "what is your first name?" 

Connect_additionalfields.png

To Sync Contact Data from your CRM to Communications Cloud

Prerequisite:

Before you can send any information about contacts (beyond the email address) from your CRM to Communications Cloud, make sure you have questions set up to store the information. In doing so, ensure that:

  • The format of the CRM fields match the format for the questions you intend to map them to. For example, you won't be able to successfully sync data from a free-text field in your CRM to a multiple choice question in Communications Cloud.
  • If you are mapping any CRM fields to a "select one" question in Communications Cloud, you have created any possible values for that field as response options for your corresponding question. If the data synced to a "select one" question does not match a possible question response, it will not be saved. 

Steps:

Tip: We highly recommend syncing data using test contacts, test subscribers, and test topics, prior to syncing real data between Communications Cloud and your CRM.

  1. Click Create New Action.
  2. Give your action a Name.
  3. Select the Connection you created to your CRM.
  4. Under Actions, select the option to send contacts to Communications Cloud.
  5. Using the fields that appears, add filtering criteria. Contacts that meet these conditions will be sent to Communications Cloud as subscribers.
    Tips:
    • If you want all contacts to be subscribed to your topics, click the X next to the first set of filter fields to remove them.
    • To quickly find the CRM field you want to filter on, click the first drop-down field and start typing the name.
    • If you can't find the field you want to filter on, make sure it's a standard field. Custom fields that your organization created in your CRM are not available for filtering in Connect.
    • To add multiple filters, click the +AND button. Contacts must meet ALL filters you set in order to be subscribed to a topic through Connect.
    • If you want to set up OR logic between multiple filters (meaning a contact should be include if they met ANY of the filters), create a separate Action for each filter.
  6. Select the field that contains the contact's email address for the Communications Cloud email subscription.
  7. (Optional) Map additional fields from your CRM to Communications Cloud as question responses.
    For each field you want to sync:
    • Click Add Field.
    • Select the field in your CRM you want to send to Communications Cloud.
    • Use the second drop-down to select the question you want to use to store the CRM data as a subscriber's response. 

      Do not choose the Email Address field in Communications Cloud. You used this field in the previous step and choosing it here can cause syncing issues. 

      Notes: 
      • Questions must be set up prior to using them to collect data synced from your CRM.
      • There is a 1000 character limit on information that can be stored within a question response.
      • Make sure you are not mapping multiple fields in your CRM to the same question.
  8. Enter the name of the topic that you want to subscribe these contacts to; the field will suggest topics based on the first few characters you type. You can enter multiple topics to subscribe these contacts to each.
  9. If you want the system to automatically notify subscribers via email when they are signed up for topics through Connect, select the Send welcome emails to subscribers check box.
  10. If you want to manually control when this action runs, set Run action on recurrence to Disabled.
    Notes:
    • If you don't change this field, your action will run on a nightly basis. Every time the action runs, any new subscribers who meet your filter requirements will be subscribed to the topics you chose.
    • You can manually run an action that has been set up to run on recurrence.
  11. Click Save.

What happens if...

the contact is already subscribed to this topic? They will be ignored during the sync.
the contact is a subscriber but is not subscribed to a selected topic? The topic subscription(s) you chose for the action will be added to their subscriber account.
the contact is not subscribed to your Communications Cloud account? A new subscriber account is created. The subscriber's origin will be recorded as "Other".
the contact previously opted out of your account's Communications Cloud bulletins? If a CRM contact previously opted out of all Communications Cloud bulletins from your account, they will not be subscribed. If the contact only unsubscribed from one or more topics in Communications Cloud and did not delete their subscriber account, your Connect action will subscribe them to the selected topic(s). For more information about what happens when a subscriber opts out of all Communications Cloud bulletins, see Suppression List.
a contact just has a phone number and no email address? GovDelivery Connect only sends email addresses from your CRM to create subscriptions. If you wish to create wireless subscribers from your CRM contacts, you can export a list of phone numbers, format them in a .CSV file, and upload these numbers as subscribers. For more information on uploading subscribers, see Uploading Subscribers.
a previously synced contact falls out of the filter you set up for your Connect action? The subscriber will remain signed up for the topic. Only new contacts who fall into the filter are taken into account by GovDelivery Connect; Connect does not delete or remove subscriptions.
a previously synced contact is deleted in the CRM or their email address is changed? Once a contact is sent to Communications Cloud, that subscription will remain until an administrator removes it or the citizen chooses to unsubscribe. If the email address for a contact in your CRM is changed, and that contact is included in the next sync of GovDelivery Connect, a subscription will be added for the new email address.
data sent from the CRM to Communications Cloud as a question response does not match one of the valid response options? The data will be ignored and will not be stored in Communications Cloud
a field containing more than 1000 characters is sent to Communications Cloud as a question response? The data from the field will be truncated to 1000 characters.

Sending Communications Cloud Engagement Data to your CRM

When you create an action to send engagement data from Communications Cloud to your CRM, you choose the events for which to send data. When one of the events you have chosen occurs, information about that event is logged and sent to the CRM the next time your action runs. For each event, the time and date it occurred is set to your CRM. Events you can choose include:

  • Bulletin sent to subscriber: This action occurs when a bulletin is successfully sent to the subscriber. The subject line and topic are displayed in the CRM. If the bulletin is public, the bulletin landing page URL is also displayed in Salesforce.
  • Bulletin open: This occurs when the subscriber opens your email. The subject line and topic are displayed in the CRM.
  • Bulletin bounce: This occurs when a bulletin was either rejected or returned from an email server.
  • One-click unsubscribe: This occurs when a subscriber uses a link in the bulletin (typically in the footer) to unsubscribe from all topics in your account at once. The topic for the bulletin that the subscriber used to unsubscribe is listed. For more information about one-click unsubscribe, see the section on reserved macros in the Macros article.
  • Bulletin link click (click any link): This occurs when a subscriber clicks any link in the bulletin. The URL for the link they clicked is displayed in the CRM.

To Sync Engagement Data from Communications Cloud to your CRM

  1. Click Create New Action.
  2. Give your action a Name.
  3. Select the Connection you created to your CRM.
  4. Under Actions, select the option to send engagement data to your CRM.
  5. Select which field in the CRM that Connect will check to see if it matches to a subscriber's email address. If there is a match, the engagement data will be sent to that Contact record.
  6. Select at least one topic to send engagement data for. The field will suggest topics based on the first few characters you type.
  7. Indicate which engagement data to send. By default all are selected; clear the check box next to an item to exclude it. Options are detailed above.
  8. Keep the Run action on recurrence set to Enabled.
    Notes:
    • Actions to sync engagement data to your CRM run every 15 minutes. Every time the action runs, any new engagement data for the topics you chose will be sent to your CRM.
    • If you set this field to Disabled, your action will be inactive until you change this field. If you save this action as inactive and then later activate it from the main Connect page, this field will be automatically changed to Enabled.
  9. Click Save.

What happens if...

a subscriber deletes their Communications Cloud profile, opting out of all Communications Cloud bulletins? If engagement data for that subscriber is included when you send data from Communications Cloud to the CRM, there will be a notation in the GovDelivery Engagement Data record, within the CRM, indicating that the contact unsubscribed from Communications Cloud. This will not add or impact any "do not call" or opt-out flags for that contact in Salesforce or Microsoft Dynamics.
a subscriber changes their email address or is manually deleted from Communications Cloud by an administrator? Because contacts are matched with subscribers by the email address, any new engagement data for that subscriber will not be sent to the CRM. All Communications Cloud engagement data previously sent for that contact will remain in the CRM.

Managing Actions

The actions you have created are listed on the main Connect page. Click the Select Task bar to see a menu of tasks you can perform on an existing action, including:

  • Edit: When you make changes to an action, these changes take effect going forward. Any data or contacts that have already been synced for this action will not be affected.
  • Run Now: (Only available for actions that send contacts from your CRM to Communications Cloud.) You can manually run an action even if it has been set up to run automatically on a recurring basis. The last time that the action was run is listed next to that action on the main Connect page.
  • Deactivate: This pauses the action without deleting it. This does not affect any previously synced data or contacts. The current status of the action--active or inactive--is listed next to that action on the main Connect page.
  • Activate: If the action has been paused, you can activate it again.
  • Delete: Deleting an action does not affect any previously synced contacts or data. If you delete an action, you will no longer see it in your list. Keep in mind that you will not have any visual record of this action and won't be able to reference when it last ran, its settings, etc.

Viewing Engagement Data in your CRM

Engagement data sent to your CRM from Communications Cloud is stored in the Contact record for that subscriber. To see the data, access the record for a Contact in your CRM.

In Salesforce

  • Scroll down to the GovDelivery Engagement Activities section.
  • If you do not see this section, you might be using a custom layout that your Salesforce system administrator couldn't prepare for this data. Use the instructions in the Connecting Your GovDelivery Account to Your CRM article to add this section to your layout.
Note: When setting up the Connect feature, your Salesforce system administrator specified the length of time that Communications Cloud engagement data is retained. When that length of time has elapsed since an engagement action was sent to Salesforce, it will be deleted from this list.

In Microsoft Dynamics

  1. On the nav bar, beside the record name, click the down arrow and select GovDelivery Engagement Data.
  2. Click the down arrow next to the view to change it.
    Tip:
    You can create a custom view to display more information about each action. To do so:
    1. Click the down arrow next to the view and select Create Personal View.
    2. Click Edit Columns.
    3. Click Add Columns.
    4. Select the check box next to Bulletin ID, Engagement Data, and Occurred At.
    5. Click OK.
    6. Click Save as and give your view a name.

Troubleshooting Errors when Using Connect

If your action was unable to run successfully, you will receive an email alerting you to the error. Our Customer Support team is available to help you work through any errors you encounter, but prior to contacting them you can perform your own troubleshooting. Here are a few things to check:

  1. Visit the Granicus Status page to make sure all services are up.
  2. Make sure that your CRM is online and you can successfully log in.
  3. Once logged in to your CRM, check that you have sufficient user permissions to access Contacts.
  4. On a contact record in your CRM, check that you have sufficient access to add new Communications Cloud engagement data.
  5. Have your organization's CRM system administrator ensure that Connect was set up appropriately (instructions here):
    • For Salesforce, make sure GovDelivery Engagement Activities appears as an Installed Package and that it has been configured with the correct URL and authentication token.
    • For Microsoft Dynamics, go to Azure and find your GovDelivery application. Make sure it has the correct Reply URL and has been given permissions to Dynamics CRM Online.

If these steps do not uncover the problem, contact our Customer Support team by submitting a request at the top or bottom of this page.

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