Salesforce integration

Salesforce is a customer relationship management (CRM) service that also provides customer serviced-based enterprise applications.

You can leverage Ortto’s powerful campaign, reporting, and dashboard features on your customer data from Salesforce. To do this, proceed through each of the following procedures to integrate Ortto with your Salesforce service as a data source.

Salesforce prerequisites

This integration process assumes you have an operating Salesforce service, and a Salesforce user account with System Administrator profile access to this service.

Connect from Ortto

If you initially followed the Configuring a new data source procedure, use this procedure to complete the integration between Ortto and your Salesforce service from the Ortto interface, by establishing the connection between the products.

  1. Ensure you have clicked through Popular / CRM  Salesforce  Get started (from the New data source page), to access the Connect to Salesforce page.

  2. If you want to alter the way Ortto allows Salesforce to update/modify people’s data values in your Ortto account’s customer data platform (CDP), click Advanced options to expand this section of options.

    By default, Ortto allows Salesforce to modify all relevant data values of people in your Ortto account’s CDP, based on the equivalent data values of these people in your Salesforce service. This is the default behavior if you were to integrate Ortto with Salesforce when initially creating a new Ortto account.

    A given person may be registered in multiple data sources, where a specific data value associated with this person (e.g. their phone number), might be different in each data source. When an Ortto account is integrated with these multiple data sources, each of which is allowed to modify data values in the CDP, then this person’s data value (e.g. phone number) could be modified in the Ortto account’s CDP, based on recent activities performed by the person through each of these different data sources.

    Hence, data values for people in an Ortto account’s CDP can constantly change.

    When a relevant activity in Salesforce is conducted by this person, Salesforce can update their data values (e.g. phone number) to the one/s configured in their Salesforce profile.

    1. To alter which data values of people in your Ortto CDP that Salesforce can modify:

      • Clear or (re-)select the appropriate checkboxes in Modify system CDP fields (default).

      • To prevent Salesforce from modifying any data values in your Ortto CDP, choose the Don’t modify system CDP fields option.

    2. If you are connecting to a Salesforce sandbox (i.e. a Salesforce staging environment), select the Salesforce sandbox checkbox. In most cases, you can leave this checkbox cleared on the assumption that you are connecting to a Salesforce production environment.

  3. Click Connect.

  4. On the Salesforce Allow Access page, click Allow to allow Ortto to connect to your Salesforce service through the currently logged in Salesforce user account.

    If you are not yet logged in to Salesforce, specify your relevant Username or email address and Password credentials and click Log In. You will then be prompted to click Allow.

  5. Back in Ortto on the Sync custom fields page, choose which Salesforce objects and their fields will be synchronized across to your Ortto account’s customer data platform (CDP), bearing in mind that each object supports a maximum of 50 fields that can be synchronized with Ortto. You can expand any objects on this page to then clear and select any other fields to be synchronized with Ortto.

    A number of Default objects whose data is important to Ortto are automatically selected for synchronization with your Ortto’s CDP. The data in these objects consists of a combination of built-in and custom fields, which are created after the Salesforce integration process is completed.

    Any additional objects detected in your Salesforce service are presented in the Custom objects section.

    These objects relate to any connected accounts or contacts in your Salesforce service.

  6. At this point, you can set the email and SMS permissions for Salesforce contacts synced to Ortto. This ensures that any new contacts added to your CDP are given the correct permissions as set in Salesforce (otherwise, new contacts added to your CDP are automatically subscribed to email by default).

    sf contact permission
  7. If there are any additional objects and their field data you want to select to be synchronized in your Ortto account’s CDP, select these from the Custom objects section.

    Where Ortto cannot automatically link identifiers to a custom object, you can configure this using Set identifiers. This feature enables you to determine how objects are linked to contact fields or other objects. This helps to establish a connection between an object such as Organization, which has no contacts, with contacts in your CDP via a Unique identifier, or a Relationship to a parent object (which has contact fields). It also allows you to choose to sync an Organization object as an organization or a contact.

    sf identifiers
  8. Click Next.

  9. On the Select records page, choose between syncing all your chosen object data in the previous step across to Ortto (by leaving Sync all selected), or click Selectively sync to specify conditions on Salesforce object data related to people or organizations in your Ortto’s CDP that will be synced.

  10. On the Merge page, select the appropriate strategy by which people’s and organizations' data are merged from Salesforce into your Ortto’s CDP. The Import and merge new records only, Import and overwrite any records that exist, and Import new records only are equivalent to the respective Append only, Overwrite existing, and Ignore merge strategies for people and organizations, described in the API reference documentation.

  11. Click Sync.

  12. Once the Syncing your data page appears, click Done.

Your Ortto account is now connected to and integrated with your Salesforce service.

Manage Salesforce authorization

The connection between Salesforce and Ortto is enabled by OAuth authorization and uses a refresh token. Once your Salesforce integration is complete, we recommend that you set the Refresh Token Policy in your Salesforce account to Refresh token is valid until revoked to avoid your Salesforce account disconnecting from Ortto should the token expire.

To edit your Salesforce Refresh Token Policy:

  1. In your Salesforce account, navigate to Setup  Apps  Connected Apps  Connected Apps OAuth Usage.

  2. If you have not already done so, click Install next to Ortto, to be able to manage the app policies.

  3. Click on Manage App Policies under Connected apps OAuth usage or Manage Connected Apps under Setup  Apps  Connected Apps.

  4. Click on Ortto, then click Edit Policies.

  5. Under OAuth Policies:

    1. At IP Relaxation, select Relax IP restrictions.

    2. At Refresh Token Policy, select the radio button for Refresh token is valid until revoked.

  6. Click Save.

How is the data merged into Ortto?

Data is merged from Salesforce to Ortto on the initial connection. Subsequently, new modified objects are synced approximately every 15 minutes.

The Salesforce integration is initially configured as read only, which means that no data is sent from Ortto to Salesforce. Should you wish to send data from Ortto to Salesforce, you can:

  • create a journey or playbook using Salesforce actions, or

  • select up to 5 Ortto activities to sync to Salesforce.

Journey and playbook actions, and syncing Ortto activities to Salesforce is only available to customers on selected Ortto plans.

When a person is added to your CDP from the Salesforce data synchronization, if they do not already exist as a contact in your CDP, they are added as a new contact. If you did not determine your Salesforce contact’s email and SMS permission during the integration setup, then any new contacts are automatically subscribed to receive email communications. (New contacts are unsubscribed to SMS by default.)

If a contact synced from Salesforce already exists in Ortto, the contact will not have their email or SMS permissions changed; they will remain as they were set in Salesforce.

Initial data sync

Campaign, contact, lead, opportunity, task and account details, along with default objects and any custom objects you selected are merged into the Ortto CDP. The merge follows the data merge strategy selected during the initial connection with Salesforce. Ortto activities store data based on the objects you chose to be synced during the integration.

Ongoing data sync

Salesforce data is merged in to Ortto approximately every 15 minutes.

If you have enabled syncing Ortto activities to Salesforce, the Ortto activity data sync is performed separately from the sync that brings Salesforce data into Ortto.

Resynchronizing data

Salesforce data is resynchronized when the data source is reconnected and when the data retention limits are adjusted. The resync will not perform a full backfill of data, it will only import changes that occurred since the last Ortto request for Salesforce data.

A resync of the Salesforce data may affect the audiences and campaigns within the CDP by resetting the attributes for the person, and activities, causing a person to potentially re-enter an audience or campaign within the CDP.

What does the data source add to my account?

The Salesforce data source adds:

  • Salesforce contact and account records and their associated fields to your CDP, known as people or organizations respectively in Ortto.

  • Salesforce activities from the last 90 days including leads, opportunities, campaigns and tasks. In some cases, however, it may be necessary to store an activity and its attribute data for longer. Therefore, Ortto provides a mechanism for customers on Business and Enterprise plans to opt-in to selectively store their activity data for longer. Learn more about data retention under Configuring data retention.

  • Templates for:

  • The ability to use Liquid syntax in campaign messages to personalize your messages using merge tags for Salesforce person fields and activity attributes. Learn more about using Liquid syntax under Personalizing campaign content with Liquid.

    sf liquid
Deleting a Salesforce data source connection will not remove the current entries in the CDP for people or activities that were merged from that Salesforce connection.

View Salesforce fields in your CDP

Customize your CDP field visibility and add Salesforce fields by clicking the cog cog icon, then select or clear the fields you want to show or hide. Salesforce fields are indicated with the small Salesforce icon.

sf field view

Access the Salesforce data source view

When a data source is connected, you are provided with a data source view. On the Data sources page, click the data source you wish to view.

A data source’s view is the administration page where you can:

  • view and manage the data source in the left-hand details panel, and

  • under the relevant tabs on the right-hand side, view:

    • an Overview of the data source,

    • an Activity feed, and

    • an Audience table, which displays the people imported from Salesforce.

In the details panel, you can give the data source a new name (this will not affect your Salesforce account settings). To do so, hover over the name and click the pencil icon, then type the new name and click on a blank area of the page to save the name. You can also disconnect the data source, and modify:

  • whether to modify system CDP fields,

  • the merge strategy,

  • the default and custom Salesforce fields to sync

  • Ortto activities to sync to Salesforce, and

  • the data retention period.

sf view

Learn more about the data source view under Managing data sources.

Using Salesforce

Learn about how you can use Salesforce with Ortto’s filters, reports, dashboards, campaigns, and coupons to get the most out of your integration under Using Salesforce in Ortto.

Troubleshooting Salesforce

For help with common questions or issues you may encounter when using Salesforce as a data source, including backfilling data and syncing Ortto activities to Salesforce, view Troubleshooting Salesforce.