The Phone2Action and Salesforce integration connects several points of your advocates’ data with your Salesforce records to allow you to make more informed decisions on behalf of your organization and to better segment and target your advocates for calls to action.
By making use of this sync, you can leverage Phone2Action’s mobile and advocacy tools with Salesforce’s powerful suite of CRM software to analyze and augment your data. Having all of your data in one place will allow you to better understand and enhance the impact your organization is having.
To get started with Phone2Action/Salesforce, the first step would be to spin up a Sandbox that is just for this Phone2Action package install/demo. Please note that sometimes it can take Salesforce a few hours to process the Sandbox. To create the Sandbox, you can follow Salesforce's instructions here.
The Sandbox will give you a chance to see how the data from Phone2Action flows into your Salesforce organization and allows you to play around with customizations.
Once the Sandbox has been created, you'll want to go ahead and install the Phone2Action Salesforce package. We are on the AppExchange but you'll want to use this direct link to install the app into your Sandbox.
Finally, once you have the Sandbox and the app installed there, please invite email@example.com to the Sandbox as an Admin user. This will allow us to log into the Sandbox to assist you with any tweaks/customization you may need. The power of our Salesforce package comes in its ability to be customized to your specific Salesforce organization!
Connecting the two systems
The next step is to connect your Phone2Action customer account to your Salesforce organization so that the syncing starts. Inside of the Phone2Action Platform you'll want to go to Settings -> Organization and click on the "Integrations" tab. From there, choose the "Salesforce - Sandbox" button and follow the steps to link Phone2Action and Salesforce. Once connected, you'll see a "Kick off Sync" button. Click that button whenever you are ready to start syncing Phone2Action data to your Sandbox.
Inside of Phone2Action, you may have already been running campaigns and have plenty of advocates, or you might only have a few test campaigns and no advocates yet. Either way, you can go ahead and kick off the sync, and all of the data you have in Phone2Action will begin syncing to your Salesforce Sandbox. If you are just getting started with us, your Phone2Action account representative can walk you through setting up a campaign and taking action, so that you can see your information get passed over to Salesforce!
When linking up your Sandbox, we'll push over a maximum of just 500 pieces of each type of data - 500 advocates, 500 campaigns, 500 connections, etc. This allows you to quickly iterate through changes and testing!
Where in Salesforce does the data go?
Out of the box, our package syncs to the native Contact, Campaign, and Campaign Member Record objects. It also syncs to two custom objects: Phone2Action Legislators and Phone2Action Legislator Connections. The objects and fields that the data from Phone2Action syncs to in Salesforce are completely customizable! We achieve this using Custom Metadata Types, which you can edit yourself at any time in the Setup section of your organization.
Our Available Fields help page shows the fields that we push over to Salesforce. Some of the fields, like SMS (text message) Opt In, that we have available to push to Salesforce, but we are not storing by default. If you would like to store SMS Opt In information, we can help you add a record to the Custom Metadata Types -> Phone2Action Field Mappings object. That record will tell the package to store the SMS Opt In flag in a specific field on your Contact record.
The whole point of the Custom Metadata Types is to tailor the package to fit your organization's exact needs. Sometimes, additional Process Builders/workflows are required. As sample data gets passed over, please let us know exactly what sort of flow you had in mind.
What about duplicate records and advocate matching?
The logic for what determines a unique record is actually set inside of your organization, under Custom Metadata Types.
First, we look to see if our Advocate ID is on a Contact (P2A__Advocate_ID__c). If it is, we update that record. An Advocate ID on a Contact means we have previously matched that advocate to this record.
If it is not, then we use the Meta records. By default, we prioritize Email. So we do a search on the Advocate's email address to see if there is a unique Contact record. If there are 0 matching records, or 2 or more, then we move on to the next Meta unique record checker. We do this even if we find 2 or more, because we don't know how to identify which one is the "correct" one to update.
The second priority is Mobile. Again, we check to see if there is a unique Contact record matching the Mobile number. We only check Mobile if we did not find a unique match for Email.
You can adjust the priority, to make Mobile first and Email second, or you can add additional checks including Formula fields. For example, a few clients have a 3rd priority for "Full Name + Street Address + City + State".
Once we identify what record we want to update, we use the value in "Merge Conflict Resolution" on each Field Mapping row to identify who should win conflicts for each field - Salesforce or Phone2Action. So if Salesforce has first name "James" and Phone2Action has first name "Jim", which name should we use? You can specify for each field who wins. By default, for most fields, Salesforce is the winner. By default, your Salesforce information will not be overwritten by Phone2Action.