NOTE: This guide assumes that you have integrated your Higher Logic Thrive Marketing Enterprise (Thrive Marketing Enterprise) account with your Salesforce account. If you haven't, see Install & Configure Salesforce to learn how to do so.
NOTE: This article references Real Magnet and RM. Real Magnet is a previous name of Thrive Marketing Enterprise, which continues to use legacy settings under that name.
This integration uses the Salesforce API in conjunction with Thrive Marketing Enterprise's API.
- This integration is compatible with all Higher Logic-supported browsers.
- The integration is compatible with the Salesforce API.
NOTE: Depending on your workflow and Salesforce configuration, you may ultimately decide to use the integration from within Salesforce only. With this option, there is the additional caveat that this feature uses an iFrame, and iFrames are known to rely heavily on browser and machine settings.
Watch the video
TIP: Check out the Higher Logic Academy Paths page for product- and role-specific videos!
Who should read this guide?
This guide is for Thrive Marketing Enterprise users who are responsible for determining messaging and contact management guidelines. It assumes that you are familiar with:
- Using Thrive Marketing Enterprise
- Using Salesforce
- Creating records and managing data in Salesforce
- Your organization's Salesforce data practices
Initial setup
For this integration, you must ensure that:
- the integration has been enabled for your Thrive Marketing Enterprise account. Refer to your implementation guide as to what credentials are needed.
- the Marketing Automation feature has been enabled for your Thrive Marketing Enterprise account. This is optional, but necessary if you want the use of lead scores.
- the Baseline Package and Marketing Automation Package Salesforce packages have been installed.
Failure notifications
Thrive Marketing Enterprise can automatically generate a failure report if an upload job fails and automatically send an email alert to one or more individuals. The report includes:
- the name of the file that was used,
- the group name that the file was mapped to, and
- any identifiable error message.
TIP: This is a simple way to ensure that you are alerted to upload failures and can easily explore the details of the failure.
To enable the failure report and notifications:
- Log in to Thrive Marketing Enterprise.
- Navigate to Settings > Integrations > Integration Settings.
- In the Failure Report section:
- Set Enabled to Yes.
- Click into the Run Time field and choose a time.
- Specify the email address of the person to be notified; separate multiple email addresses with commas.
- Click Save and then click Close.
Updating Salesforce credentials
In Salesforce, the default life span of user passwords is 90 days. When a user has created a new password, Salesforce resets the Security Token.
- This integration requires the new password and Security Token.
NOTE: An administrative user must update these credentials in Thrive Marketing Enterprise.
To update these credentials:
- Navigate to Settings > Integrations > Integration Settings.
- Type or paste the new token in the SecurityToken field.
- Type or paste the new password in the Password field.
- Click Save.
Track and report on user activity
You can configure Thrive Marketing Enterprise to track and report on your users' activities (e.g., email opens, unsubscribes, event registrations, and website visits), and have the results data written to your Salesforce database.
The tracking and reporting do not automatically happen. An Admin must select which activities to track and then schedule a synchronization with your Salesforce database to write the tracking results to it.
Configure tracking and scheduling
Tracking and the sync schedule are configured on the same page.
- Log in to Thrive Marketing Enterprise.
- Navigate to Settings > Integrations > Salesforce Management.
- Click the Manage Tracking tab.
Choose activities to track
NOTE: The Full Access permission for Tracking is required to be able to enable tracking. Thrive Marketing Enterprise recommends that you limit the number of Admins granted this permission. See Integration Access Levels & Permissions to learn how to set this permission.
In the Track the Following box:
- Check the boxes for the activities that you want tracked.
Check All Bounces to select all of its sub-options; uncheck it to deselect all sub-options. - RESULTS: The Tracking History box displays daily historical results. Use the dropdown to specify how many records to display.
Schedule the sync
In the Schedule section:
- Configure the time at which you would like the tracking results to be written to your Salesforce database.
- RESULTS: Information about the last sync displays in the lower right.
Notes
- Higher Logic recommends that the sync be set for off-peak hours to better ensure uninterrupted data transmission.
- If there were issues with the previous day's sync, this page provides detailed error descriptions for un-synced activities.
- Be sure to click Go to save your settings.
Marketing Automation setup
Account configuration
When coming on board with Thrive Marketing Enterprise, the default configurations in Thrive Marketing Enterprise are below. If these configuration settings should change, this is reviewed throughout the integration process. If these settings should be changed after the integration has completed, create a case.
1. Real Magnet Activity History table
Tracking will push back to the Real Magnet Activity History custom object in Salesforce. If you want to send the tracking activity back to the native Salesforce Activity table, this is an account configuration that should be made known to the integration team.
2. Contacts and Leads are matched
When record creation is selected in Marketing Automation Campaigns, the Thrive Marketing Enterprise integration will go through the workflow below. If this option is disabled, the integration will only search against the record type creation selected in the Marketing Automation Campaign.
Create the Marketing Automation Campaign to create the specific record type (e.g., Lead).
Before creating a Lead in Salesforce, Thrive Marketing Enterprise will search SFDC for a matching Contact -- based on the key field -- and proceed using the following logic.
Is there a matching Contact? If:
Yes: Insert the Contact ID into the Custom Member ID field in Thrive Marketing Enterprise.
No: Search the Leads for a matching Lead (based on the key field).
Is there a matching Lead? If:
Yes: Insert the Lead ID into the Custom Member ID field in Thrive Marketing Enterprise.
No: Create the Lead in Salesforce.
3. Match Contacts before Lead
When this option is selected, despite which record type is selected in the Marketing Automation Campaign, Thrive Marketing Enterprise will create the record as a Contact.
Configure Thrive Marketing Enterprise-Salesforce integration options
Use the Salesforce Integration Options page to manage the integration between your Thrive Marketing Enterprise account and your Salesforce account. See Salesforce Integration Options to learn more about this page.
To access the page:
- Access the Admin interface.
- Navigate to Campaigns > Salesforce Integration.
TIP: Each section has a circled "i" icon next to the title. Click these to access on-page information boxes that have details that are specific to that section.
Access Thrive Marketing Enterprise from Salesforce
The integration provides the user several access points to Thrive Marketing Enterprise via an iFrame.
NOTE: In order to access these tools, the Thrive Marketing Enterprise icon must be enabled.
Log in to Thrive Marketing Enterprise via Salesforce
- Click the All Tabs icon (+) in the Salesforce toolbar.
- Select Real Magnet.
Considerations before uploading a Salesforce campaign or report
Uploading recipients from the Salesforce interface to Thrive Marketing Enterprise can be performed in a variety of ways. Below are the considerations that must be made before you upload your first Campaign or Report from Salesforce.
Replace Thrive Marketing Enterprise records
Thrive Marketing Enterprise provides two options when uploading a Saved Search:
-
Adding recipients - If add to existing list is selected, the upload process will only add recipient records to the selected group.
- Existing recipient records will not be updated or overwritten.
-
Replacing recipients - If Replace existing list is selected, the upload process will replace all the existing recipient records (in the selected group) with the recipient records in the upload file.
- The recipient records that are removed (overwritten) are not deleted. Their records remain in the database but are removed from the selected group; there is no impact to their historical data.
NOTE: The "add" method is the default. To make the "replace" method the default, create a case.
If the "replace" method is selected, based on the unique identifier will overwrite the corresponding data that exists in Thrive Marketing Enterprise. This can be useful when there is one database of record that is constantly being updated.
NOTE: Add to Group will not update individual records in Thrive Marketing Enterprise.
Upload a Salesforce campaign or report to Thrive Marketing Enterprise
All individual Campaigns or Reports that are transferred from Salesforce to Thrive Marketing Enterprise are referred to as an Upload Job. Upload jobs that are allowed via the integration are:
- Campaigns
- Reports in a Folder
Transferring Lists from Salesforce to Thrive Marketing Enterprise
Data can be transferred from Salesforce to Thrive Marketing Enterprise via:
- A scheduled upload or one-time transfer from within Thrive Marketing Enterprise
- Upon sending a Thrive Marketing Enterprise message to a view from the Contact or Lead pages
Scheduled Upload
The Real Magnet Upload Scheduler (RMUS) is a feature of the integration that allows for automated uploads to Thrive Marketing Enterprise; it is extremely useful in the event there are any lists that you send to on a regular basis.
It allows the following upload job types:
- Run Now - This upload job will run once. Once completed, edits or changes cannot be made to this upload job.
- On Demand - This upload job will only run when the green play icon is clicked or using the Sync on Send functionality. This will deploy the upload job when a message is scheduled to send to the group attached to the upload job.
- Scheduled - This upload job will run on a scheduled basis, either daily or weekly, and can be manually run by clicking the green play button. When selecting a group connected to an active Marketing Automation campaign, this option can also upload groups on an hourly basis.
The RMUS can be accessed by logging into Thrive Marketing Enterprise and selecting Settings. The details below cover all aspects of the RMUS.
Icons legend
The following table describes the icons in the Actions column.
| Icon | Description |
|---|---|
| Delete this upload job. | |
| Edit this upload job. (On Demand and Scheduled jobs only.) | |
| Run this upload job. (On Demand and Scheduled jobs only.) | |
| Open the "reject report" dialog which has an option to download the list of rejected records in a text file. |
Upload Jobs tab
The Upload Jobs tab lists the upload jobs that have been created in your Thrive Marketing Enterprise account.
- List Name - The name of the Campaign or Report in Salesforce.
- Date Created - The date the upload job was created.
- Job Type - Whether the job is Run Now, On Demand, or Scheduled.
- Frequency - The frequency of the scheduled job, for Run Now and On Demand this will remain blank
- Scheduled time - The times the job has either completed or is scheduled to run next.
- Start Time (HH:MM) – The time the upload job is scheduled to start.
- Last Run (MM/DD/YYYY HH:MM) – The time the upload job was last executed and completed.
- Next Run (MM/DD/YYYY HH:MM) – The next scheduled time it is set to run.
- Group Results - The group in Thrive Marketing Enterprise the query was uploaded to and the results of the last upload, that includes the total number in the group and the number added. Any error that may occur on upload will surface here.
- Actions - The allowed actions a user can make to the upload job.
Create an upload job
To create an upload job:
- In the Admin Toolbar, click Admin.
- Navigate to Settings > Integrations > Salesforce Management.
- Click Create Upload Job.
- Select a query and click Create Map.
- Select either View Entire Field List or One by One. Select the columns you want to bring over to Thrive Marketing Enterprise.
NOTE: These are a one-to-one relationship when mapping fields; you can map the fields on the left with only one item on the Thrive Marketing Enterprise side. - Click Create Schedule.
- Select either Create New Group or Add to Existing Group.
- Select either Add to existing group or Replace existing list.
NOTE: Depending on account settings, the third upload step may reveal the "update or not" option. Select either Do not Update Existing Records (Only Add Records To Group) or Update Existing Records. - Click Create.
- Select a frequency: Run Now, On Demand, or Scheduled.
- Click Submit.
Character limits
Fields in the Thrive Marketing Enterprise system have the following character maximums. Make sure these are not exceeded when you are uploading records to Thrive Marketing Enterprise.
| Field Type | Character Limit |
|---|---|
| Email, Address 1, Address 2, all Custom Fields | 100 |
| First Name, Last Name, Phone, Fax, City, State, Zip Code | 50 |
| Company | 200 |
| Enhanced Personalization Fields | 250 |
See Custom Fields and Enhanced Personalization Fields to learn about these personalization features.
Send a Thrive Marketing Enterprise message to a View from the Contacts or Leads page
When you are in Salesforce and using the Marketing Automation component, you can also send a message to Contacts and Leads from within a view. This process will create a new group in Thrive Marketing Enterprise and upload your recipients according to the mapped fields in your Marketing Automation portal.
- In Salesforce, select Leads or Contacts.
- Select the view you would like to send a message to. Ensure that this view compensates for those who shouldn’t receive the message.
- Select Send RM Email. This option will always send the message immediately.
On this page, select whether this should be an existing message that you’ve granted access to the login from the Salesforce Integration Options Page during installation, or you can send a new message created from the templates you’ve granted access to for that Salesforce user. See Salesforce Integration Options Page for Marketing Automation to learn more.
Send an existing message
- Select the An existing message option.
- Click the select a message... link to the right and select your message.
- Select to preview your message.
- Enter the From Address.
- Enter the Subject Line.
- Select a Message Category.
- Click Send test email. Confirm your test message content.
- Click Send bulk emails.
Send a new message
You’ll first need to configure the available templates per Salesforce user. This will allow the content to be entered into the message; this should be completed before you begin this process, or preferably during installation. See Configure Salesforce Integration Options to learn more.
Your template in Thrive Marketing Enterprise will only need to append the keyword INSERT_RECIPIENT_LIST_HTML wherever you want this custom content to appear.
- Select the A custom message option.
- Click the link to the right and select your template.
- Enter your message content in the Custom Content area.
- Click to preview your message.
- Enter the From Address.
- Enter the Subject Line.
- Select a Message Category.
- Click Send test email. Confirm your test message content.
- Click Send bulk emails.
Manually upload individual Queries to Thrive Marketing Enterprise
You may have users who want to upload .CSV files into the system, independent of the integration. When uploading a list in Thrive Marketing Enterprise, independent of the RMUS in order for tracking information to report back to Salesforce, a user must include the Contact or Lead ID and the email address. Upon upload, the user must map the Contact or Lead ID column to the Custom Member ID field in Thrive Marketing Enterprise.
Thrive Marketing Enterprise data in Salesforce
The tracking result of a message or campaign is the only information to report back to Salesforce; this includes opt-out information. This information is pushed back in two locations:
- Individual Message Level
- Contacts and Leads will receive tracking information; Real Magnet Messaging Activity will update once a day.
- Individual Marketing Automation Level
- Contacts and Leads will receive tracking information for Real Magnet Lead Score, Lead Date, and Activity, which is updated every hour based on Lead Scoring Marketing Automation Campaigns.
- Contacts and Leads will receive tracking information for any linked Real Magnet Campaign to the Salesforce campaign level.
The Thrive Marketing Enterprise tracking data is displayed on the Salesforce Contact or Lead page, under the Real Magnet Activity History related list.
The tab can contain the following details, based on the configuration of your the Related List:
- Activity - This will contain Activity Subcodes. See Activity Codes and Subcodes for more information.
- Activity Date - This is the date of the activity.
- Activity Group - This will contain the Activity Code. See Activity Codes and Subcodes for more information.
- Created By - The Salesforce Login provisioned with the Thrive Marketing Enterprise account.
- Email Address - The email address in Thrive Marketing Enterprise associated with the activity.
- Link Label - This is the link label.
- Link URL - The URL of the link that was clicked or the website that was visited.
- Message Name - The Message Name from Thrive Marketing Enterprise. This is defined as an Event Item Name, Survey Name, MA Campaign Name, Landing Page Name, or the Message Name in Thrive Marketing Enterprise.
- Real Magnet Group - If the message is sent to a group, this will display the group name, or if the unsubscribe setting for the account is by specific group (deprecated) this will populate with the group name.
- Unsubscribe Category - If there is a Message or Group Category assigned and an individual unsubscribes or subscribes, this will populate with that category name.
For the Marketing Automation component, the fields related to lead scoring or specific automation campaigns will update every hour. These fields are:
- RM Activity
- RM Lead Score
- RM Lead Date
The Canvas App displays the recipient’s Marketing Automation detail, and will update up to the minute. Information stored in the Canvas window is stored in Thrive Marketing Enterprise and will not impact your Salesforce data usage.
Create reports in Salesforce
Using Real Magnet Activity and the data already collected within Salesforce, you can generate custom reports.
To create a report:
- Select Reports.
- Select Other Reports.
- Select one of the Thrive Marketing Enterprise reports highlighted below:
In the report example below, using the report type Contacts and Real Magnet Activities, we combine message activity (opens) with recipient titles to see the breakdown of who is actually opening our email messages.
Report compilation sample
Resulting dashboard
Creating dashboards
Dashboards provide a graphical view of the data in your reports. Visit Build a Salesforce Classic Dashboard for more detailed information.
- Create the custom reports containing the data you want to display.
- Click the Dashboards tab.
- Click Go To Dashboard List.
- Click New Dashboard.
- Customize your dashboard.
- Click Save.
Salesforce dashboard sample
View Thrive Marketing Enterprise information in Salesforce
Once integrated with Thrive Marketing Enterprise, a few additional items will be visible to you in Salesforce. Additionally, there's added functionality that will make it possible to update the information in Salesforce collected from Thrive Marketing Enterprise. For this portion, make sure that:
- Marketing Automation is enabled for your Thrive Marketing Enterprise account
- You have installed the Marketing Automation package (see Integrating Marketing Automation with Salesforce)
- Recipients you would like to track have a Contact or Lead ID
Items in Salesforce:
- Custom View for Contacts and Leads
- Real Magnet Individual Marketing Automation Profile
- Real Magnet Marketing Automation Campaigns Overview
Custom view for Contacts and Leads
Once the integration with Marketing Automation is installed, the integration will also install a custom view (this view is only accessible to Thrive Marketing Enterprise versions of Salesforce or above). To access it:
- Proceed to the All Tabs icon in the Salesforce Toolbar.
- Select Real Magnet MA.
This will display the Hot Leads and Contacts. This view places an emphasis on records that have a Real Magnet Lead Score.
Thrive Marketing Enterprise individual Marketing Automation profile
The tracking result of a Marketing Automation campaign reports back to Salesforce under the individual record. This data is natively stored in Thrive Marketing Enterprise and will not impact your performance; it is also updated to the minute.
Once on the individual Contact or Lead page, scroll to the Canvas App.
Thrive Marketing Enterprise Marketing Automation Campaigns overview
The tracking result of all Marketing Automation campaigns reports back to Salesforce, under Campaigns. You can view this information by:
- Individual Campaigns linked to Real Magnet Campaigns
- All Real Magnet campaigns
Individual campaigns linked to Real Magnet campaigns
There are four types of Marketing Automation campaigns in Thrive Marketing Enterprise that will link to your Salesforce account:
- Call to Action (Rolling or Fixed)
- Fundraising (Rolling or Fixed)
- Landing Page
- Lead Scoring
When configuring any of these types of campaigns in Thrive Marketing Enterprise, you must enter the corresponding Salesforce campaign ID into the Marketing Automation campaign. Once entered, the button to Report in Real Magnet in Salesforce will link to the Real Magnet Marketing Automation campaign.
Data found under the Report in Real Magnet button is natively stored in Thrive Marketing Enterprise and will not impact your performance; it is also updated to the minute.
- Click Campaigns.
- Select a Campaign you have associated in Thrive Marketing Enterprise.
- Click Report in Real Magnet.
- This will provide an overview of your connected campaign in Thrive Marketing Enterprise.
- If you want to see all of your campaigns in Thrive Marketing Enterprise, click Back to Campaign List.
- This will provide an overview of your campaigns in Thrive Marketing Enterprise. Selecting them will display the tracking details for each campaign.
Create and modify records
Once integrated with Thrive Marketing Enterprise, there will be added functionality enabling you to update the information in Salesforce collected from Thrive Marketing Enterprise and create new records. For this portion, make sure:
- Marketing Automation is enabled for your Thrive Marketing Enterprise account
- You have installed the Marketing Automation package (see Integrating with Salesforce)
- You have configured the Salesforce Integration Options page for Marketing Automation
Items in Salesforce:
- Creating new records in Salesforce
- Updating Salesforce Fields with Real Magnet Data
- Creating records in Salesforce via Real Magnet Call to Action (Rolling or Fixed)
- Creating records in Salesforce via Real Magnet Fundraising (Rolling or Fixed)
- Creating records in Salesforce via Real Magnet Landing Pages
- Creating records in Salesforce via Real Magnet Lead Scoring
- Updating unsubscribe fields in Salesforce
There are four types of Marketing Automation Campaigns in Thrive Marketing Enterprise that will either create or modify records in Salesforce:
- Call to Action (Rolling or Fixed)
- Fundraising (Rolling or Fixed)
- Landing Page
- Lead Scoring
Once these campaigns are configured, one of the last options for these campaigns will be whether to send this information to Salesforce ( Landing pages are discussed in detail below). When configuring any of these types of campaigns in Thrive Marketing Enterprise, you must enter the corresponding Salesforce campaign ID into the Marketing Automation Campaign.
Create records in Salesforce
When creating any of the four types of Campaigns listed above, there is the option to create records. For this functionality to work, you need the Campaign ID.
To find your campaign ID:
- Navigate to Salesforce.
- Click Campaigns.
- Select the Campaign you would like to connect to Thrive Marketing Enterprise.
- Copy the ID at the end of the URL (e.g., https://www.salesforce.com/70140000000Be).
To begin this process, in the Marketing Automation Campaign > Integration Options area:
- Select Integrate this campaign with Salesforce.
- Enter the Campaign ID from Salesforce.
- Select Create new records for this campaign in Salesforce.
- Select the record type (Contacts or Leads).
NOTE: If Create new records for this Campaign in Salesforce is not selected, new records will not be created in Salesforce. Existing Contacts or Leads in Salesforce will be added to the Campaign based on the Email Address and the action they took (e.g., email opened).
Update Campaign status in Salesforce
When selecting one of the four campaign types mentioned above, there is the additional option to update the campaign status. Lead Scoring campaigns have additional fields that can be updated, as described below.
Call to Action or Fundraising Campaigns
Call to Action or Fundraising Campaigns will only update the Campaign Status to the following statuses:
NOTE: These events are listed from highest to lowest value. The record’s Salesforce Campaign status will be set to the highest valued event that has occurred.
- Campaign Success
- Campaign Abandoned
- Link Clicked
- Email Opened
- Email Sent
Landing Page Campaigns
Landing Page Campaigns will only update the Campaign Status to the following status:
- Landing Page Submitted
Lead Scoring Campaigns
Lead Scoring Campaigns work with Thresholds; when a recipient has reached a Threshold (a set Lead Score), the Campaign Status is entirely customizable. Thrive Marketing Enterprise users may enter whatever value they would like to set as the Campaign Status.
If a threshold is not created with a custom Campaign Status, and the Lead Scoring Campaign is connected to a Thrive Marketing Enterprise Landing Page, Call to Action, or Fundraising Campaign, the Lead Scoring Campaign will pass the connected campaign’s status.
EXAMPLE: If a Lead Scoring Campaign has enrolled anyone who has completed Landing Page A when the Campaign Status updates in Salesforce, the Campaign Status will read Landing Page Submitted.
If Thresholds are used, and the Thresholds are met, Thrive Marketing Enterprise will pass that Campaign Status to the Salesforce Campaign.
Thresholds are a one-time action that occurs in the Marketing Automation campaign. When a recipient has accrued a set number of points, this will update the Campaign Status in Salesforce.
Update Salesforce fields
Lead Scoring Campaigns
Creating a Lead Scoring campaign includes some of the most advanced functionality when it comes to updating Salesforce. When creating a Lead Scoring campaign, there are two options to update records in Salesforce:
- Updating the Salesforce Real Magnet Lead fields
- Updated Salesforce Contact or Lead fields
Contribute points earned in this campaign to the overall Salesforce lead score
Selecting Contribute points earned in this campaign to the overall Salesforce lead score will update the following fields:
- RM Lead Score field in Salesforce - This value will always reflect the most recent value, and is cumulative across all lead scoring campaigns in Thrive Marketing Enterprise with the flag checked.
- RM Last Activity - This is the last activity type completed in Thrive Marketing Enterprise (e.g., message sent).
- RM Lead Date - This is the last date and time of the most recent activity connected with a Lead or Contact.
Opting to connect this campaign with a specific Salesforce campaign will enable several options that are available once you enter the campaign ID.
You will then be given the option to update and create new campaign members as with the other campaigns. But you can also associate the Salesforce campaign with a threshold in the Thrive Marketing Enterprise Marketing Automation Campaign.
Thresholds are a one-time action that occurs in the Marketing Automation campaign. Once a recipient accrues a set number of points, this will update the Contact or Lead field in Salesforce. There is no limitation to the number of thresholds; however, they cannot contain the same numeric value.
Updating Unsubscribe information to Salesforce
When using Marketing Automation, the unsubscribe information will not only write back as an activity, but you also have to option of updating a single field in Salesforce – this is typically the Email Opt Out field. This is also configured on the Salesforce Integration Options page in Marketing Automation in Thrive Marketing Enterprise and should be completed by your administrative user during installation.
When configuring this option, you can update a single field in Salesforce for your leads or contacts; generally, this is reserved for the Email Opt Out boolean field.
Frequently asked questions
| Question | Answer |
|---|---|
| Why are there multiple opens in my recipient’s activity history? | Thrive Marketing Enterprise reports the gross number of opens and clicks. Every time a recipient opens a message or clicks a link, the action is recorded and tracked. |
| Why are there multiple links in my recipient’s activity history? | Thrive Marketing Enterprise reports gross links. |
| Why is there an error when I attempt to upload a report? | Your report must contain the either of these fields: Contact ID or Lead ID. |
| What should I do when I receive the error: "The Salesforce list XXX does not appear to be valid anymore." | You have to recreate the upload job. The integration leverages the API ID for the report; however, when the report changes folder or is renamed, the ID might change. |
| When I select Upload Jobs it says that the API may be down, why? | Update the credentials for the Salesforce integration as described in Updating Salesforce Credentials, above. |
| Why is there no tracking data updating to my Salesforce? | Did you select tracking data? Log in to Thrive Marketing Enterprise and:
|
| Why is this individual record missing tracking information? | Ensure that the individual is assigned a Contact ID or a Lead ID. If the individual was uploaded outside of the Real Magnet Upload Scheduler, ensure that the Contact ID or Lead ID is mapped to the Custom Member ID. This is how Salesforce identifies that individual in its database. If this information is missing, tracking information for the individual will not be written to Salesforce. |
| Why am I getting the message: "This upload job has one or more groups to which you do not have access."? | Do you have access to the group? If your account is Enterprise, ensure that you have access to the group the Upload Job is connected to and that the group has not been archived. |
| Why can't I see the Thrive Marketing Enterprise Marketing Automation window on my record? | Has the Marketing Automation component been installed in your Salesforce account, and is it active in your Thrive Marketing Enterprise account? If yes, you may need to grant permissions to pop-ups in your browser, as the application does employ a pop-up to the Thrive Marketing Enterprise site. |
| What happens if the tracking data portion is canceled mid-stream? | Thrive Marketing Enterprise logs the failure and re-attempts to send the data to Salesforce. |
| What happens if I am using Firefox? | Due to Firefox's security configurations, as part of this integration installation, we recommend that you: 1. Add magnetmail.net to the popup blocker exception. 2. Add your Salesforce domain to the popup blocker exception. 3. Exported files will need to be downloaded via Settings: (a) Select Reports. (b) Find your export, right click Get File. (c) Select Save Link as. |
| What happens if I am using Internet Explorer? | Due to Internet Explorer's security configurations, as part Thrive Marketing Enterprise's compatibility steps, we recommend:
|