Salesforce Marketing Cloud Journey Builder

  • Compose and schedule SMS messages directly within Salesforce Journey Builder.
  • Orchestrate communications across SMS and email. Trigger specific messages in a Salesforce journey based on previous interactions with emails or text messages.
  • Create highly personalized SMS/MMS messages using Salesforce data, such as customer attributes and dynamic images and links.
  • Set up in minutes with an easy-to-install integration available on the Salesforce App Exchange.

Here’s what we cover in this guide:

  • How to install the Attentive app from the Salesforce AppExchange
  • How to verify the Attentive and SFMC connection
  • How to use the SFMC Journey Builder integration
  • How to use the legacy version (message ID input)

Here’s what we don’t cover in this guide:

  • SFMC API postback. Setting up and syncing subscribers and link-click events from Attentive to SFMC

Important! This guide covers parts of the SFMC Journey Builder that require this postback to be configured. We recommend setting up the postback along with this SFMC Journey Builder integration.

Enable the SFMC Journey Builder + Attentive integration

Complete the following procedure to install and connect the Attentive app from Salesforce AppExchange:

Step 1. Install the Attentive app

  1. Log in to your admin Salesforce account.
  2. Install the Attentive SFMC Journey Builder app from the Salesforce AppExchange.
    Note: We recommend using Firefox when installing the Attentive app, due to an issue found in Salesforce.
  3. Select the Access tab on the Attentive - AppExchange Prod package page, and then click License All Users in the top-right corner.

Step 2. Connect SFMC to Attentive

  1. Navigate back to the main Marketing Cloud home page. Click Journey Builder > Journey Builder.
  2. Click Create a New Journey.
  3. Select a Multi-Step Journey.
  4. Select any Data Source.
  5. Select the Attentive SMS Messages node and drag that into the journey. You’re prompted to log in to Attentive.
    Note: If you’re already logged in, you’re prompted to authorize.
  6. Authorize the integration. You can now see the Attentive Message Composer in Journey Builder.

Using the SFMC Journey Builder + Attentive integration

Create a Salesforce journey

Important: While there are many ways to build your Salesforce Journey, this article explains how to add the Attentive messaging activity to your journey flow. The Attentive messaging activity works for any Entry Source, such as Attentive-provided data, Salesforce-provided data, or external data.

After you confirm you’ve completed the prerequisites, follow the steps to learn how to add the Attentive messaging activity in Salesforce Journey Builder:

  1. Navigate to Journey Builder in your Salesforce Marketing Cloud account.
  2. Click Create New Journey in the top-right corner.
  3. Click Build in the Multi-Step Journey section.
  4. Click and drag an entry source (1) onto the Journey Builder canvas (2), as shown in the following image.

    Dragging entry source onto Journey Builder canvas

  5. Click the Data Extension widget. The widget appears in edit mode in the left-side configuration pane.
  6. Select an event from your list of API Events and click Done. In the following example, the user selected a Sample Customer data source.

    Selecing an event from list of API events

  7. Click the Schedule widget. The widget appears in edit mode in the left-side configuration pane, as shown in the following image. You can select Run Once or Recurring, and then click Done.

    Selecting Run Once or Recurring.

  8. Scroll to the Activities section in the left-side configuration pane.
  9. Click and drag the Attentive SMS (Beta) widget (1) onto the Journey Builder canvas (2).

    Clicking and dragging Attentive SMS (Beta) widget onto Journey Builder canvas

    Note: The integration currently supports a list of 300,000 contacts per batch. If you have an SFMC list of around 300,000 contacts, you can process the list in a single batch. If you have more than 300,000 contacts in a list, we recommend sending in batches of 300,000 with a wait step of 25 minutes.

  10. Click the Attentive SMS (Beta) widget on the canvas (1). The widget appears in edit mode in the left-side configuration pane (2), as shown in the following image.

    Clicking the Attentive SMS (Beta) widget

  11. Create your message:
    • Name
    • Message body: customize by using the following tools:
      • Media: supports image, video, and contact cards. Media assets pull from your Attentive account, or you can upload them from your computer.

        Selecting or uploading media assets

      • Emojis
      • Personalization macros (based on SFMC data source): choose an attribute from the data source to be added into the message body.

        Adding personalization macro

      • URL

        Adding URL

      • Media URL Field: add dynamic images to your messages by adding asset URLs to a column in the data source.

        Adding dynamic images via URL

  12. Click Done.

Now that you’ve added an Attentive messaging activity, you can choose and create different paths for your customer journey. You can add flow controls (such as a Decision Split) and trigger different messaging activities (such as Email) for your journey (see Journey Builder Activities for details).

Use an Attentive custom activity in Journey Builder

Important! You must enable the Link-click postback in order to configure this activity.

You can use the data returned from Attentive’s custom activity to trigger additional behavior in Salesforce Journey Builder. See the following steps to view an example of using a custom activity trigger. In this example, a Decision Split that uses the success status of an SMS message is used to determine the next step of the journey.

  1. Click and drag the Decision Split widget onto the Journey Builder canvas, as shown in the following image.

    Dragging Decision SPlit widget onto Journey Builder canvas

  2. Click the Decision Split widget on the canvas. The widget appears in edit mode in the left-side configuration pane.
  3. Click Edit to customize the decision split in the path.

    Clicking Edit to customize Decision Split.

  4. Select Journey Data in the Attributes section.

    Selecting Journey Data in the Attributes section

  5. Select Custom Activity: Attentive SMS.

    Selecting Custom Activity: Attentive SMS.

  6. Click and drag one of the following attributes onto the Filter Criteria section:

    Attribute Description Criteria example
    email User's email address When email is null
    phone User's phone number When phone is not null
    status Indicates whether the message was sent successfully (true) or not successfully (false) When status is true

     

  7. Click the edit icon to configure the criteria of the attribute (as shown in the Criteria example column above). In the following example, the user is a custom trigger for the status attribute.

    Clicking edit icon to configure attribute criteria.

  8. Click Done and navigate back to your Journey Builder canvas.

You can add more Flow Controls (such as a Wait By Duration) and trigger different messaging activities (such as Email) for your journey (see Journey Builder Activities for details).

The following image shows an example of a journey with the Decision Split (1) that uses the success status to determine whether a second SMS message is sent (2) or the communication ends (3).

Decision Split that uses success status to decide whether a second SMS message is sent or communication ends.

Use an Attentive Link-click event in Journey Builder

Important: You must enable the Link-click postback in order to configure this activity.

You can use link-click activity from an early Journey Builder text to create a Decision Split that targets customers who didn’t interact with a text to then send another text or email.

  1. Click and drag the Decision Split widget onto the Journey Builder canvas, as shown in the following image.

    Clicking and Dragging the Decision Split widget onto the Journey Builder canvas.

  2. Click the Decision Split widget on the canvas. The widget appears in edit mode in the left-side configuration pane.
  3. Click Edit to customize the decision split in the path.

    Clicking Edit to customize the Decision Split.

  4. Select Journey Data in the Attributes section.

    Selecting Journey Data in the Attributes section

  5. Select Custom Activity: Attentive SMS.

    Selecting Custom Activity: Attentive SMS.

  6. Click and drag the Message ID attribute onto the Filter Criteria section.

    Clicking and dragging Message ID attribute onto Filter Criteria section.

  7. Click the edit icon to configure the criteria of the attribute.

    Clicking edit icon to configure criteria of attribute.

  8. Click Add an attribute to compare.

    Clicking Add an attribute to compare.

  9. Click the Home icon in the attributes column.

    Clicking home icon in the Attributes column.

  10. Select Contact Data.

    Selecting Contact Data

  11. Select the file that includes the Attentive postback.

    Selecting file that includes the Attentive postback.

  12. Select AttentiveAPIEvent.

    Selecting AttentiveAPIEvent.

  13. Select the link-click event postback.

    Sselecting link-click event postback

  14. Drag the messageId.

    Dragging the messageID.

  15. Click Done.

    Clicking Done.

  16. Click Summary.

Use the legacy version (Message ID method)

You may have the existing version of the SFMC Journey Builder enabled. If so, you can switch back to the legacy version by clicking Use legacy. You then have an option to add your Message ID:

Clicking Use legacy.

Before you can use the Message ID version, you must complete the following:

  1. Create a message on the Campaigns tab of the Attentive platform and leave it in draft mode.
    • Note: The campaign message must include the message copy, shortlink, image (optional), and emojis (optional).
  2. Contact our White Glove team (whiteglove@attentivemobile.com) and provide them with the name of your draft campaign. They'll retrieve the Attentive ID (also known as the Message ID) for you. After you add the Attentive ID in Salesforce , it automatically pulls in the message copy set up in Attentive.

Questions?

We’re here to help! Contact our White Glove team (whiteglove@attentivemobile.com) to ask about the Attentive + Salesforce Marketing Cloud integration.

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