Salesforce (Two-Way Integration)

Updated at May 15th, 2023

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Table of Contents

Why integrate Salesforce with Appcues? What you'll need to get started: What information will be passed with this integration? How to set up the integration SFDC Permissions SFDC Events and Activity Data Events that update properties: Events that add events: Configure the Integration with SFDC Integration User License Create a New User: Create a New Permission Set

Why integrate Salesforce with Appcues?

The Appcues and Salesforce integration is a bi-directional, real-time connection. You can use this integration to help better target and personalize in-app experiences. Let the data flow!

What you'll need to get started:

Appcues Growth Plan. Check out more about our pricing plans here!
A Salesforce Plan with API Access. Enterprise Edition, Unlimited Edition, Developer Edition, Performance Edition check out the plans here.
UUID Match. This integration requires identical UUIDs in two places:
1. The Appcues installation: window.Appcues.identify("USER_ID")
2. The Salesforce record: typical as a User ID or Salesforce ID field which must have type Text. If your user IDs are numeric, you can create a formula field with the string representation of your user ID. For example, if your user ID is stored in a numeric custom field called "Product User Id," you would create a formula field with the formula TEXT(Product_User_Id__c).
Single Record Mapping: This integration currently supports mapping only one record, and those (partly because of the above requirement) are Lead or Contact records.
Appcues Events Broadcaster (Optional): Enable this add-on service if you want to send Click-to-track events to Salesforce

What information will be passed with this integration?

From Salesforce to Appcues:
- Triggers when the specified object (Lead or Contact) are created or updated. This will occur automatically as long as the property has been updated. If nothing has been updated in Salesforce, nothing will be pushed to Appcues.
- Sends specified attributes to Appcues as profile attributes to be updated
- If a user or attribute does not yet exist in Appcues, it will be created upon sync
From Appcues to Salesforce:
- Triggers (via webhook) when an end user interacts with Appcues content (e.g. submits an NPS survey)
- Optional: Sends "NPS Score" and "NPS Feedback" to Salesforce that update the specified object (e.g. Lead or Contact)
- Optional: Sends Appcues events to Salesforce as Events that appear on the objects Activity view
- Optional: Sends Click-to-track events to Salesforce as Events that appears on the objects Activity view. (Requires that your account is signed up for Appcues Events Broadcaster)
- Appcues will not create new Leads or Contacts if one does not exist for the events it is trying to sync

Syncing data between Appcues and Salesforce depends on having a "USERID" attribute that's shared in both systems. This value is commonly stored as a custom field in Salesforce. You'll need to consult your Salesforce Admin for assistance.

How to set up the integration

From the Integrations page within Appcues, click the Salesforce integration card.
In the popup that appears, click "Activate". This will trigger a separate popup window.
Click the dropdown to authenticate your Salesforce account. This will walk you through a standard (OAuth) login flow.
Give your authenticated account a name (or use the default name provided).
Choose an instance type (either "Production" or "Sandbox").
Select a Salesforce Record Type to sync.
Select which field in Salesforce will correspond to the userId in Appcues. {It is critical these match exactly. Unfortunately Appcues will not know if these match, so you may need to get with your Salesforce Admin to confirm}.
Map fields to send from Salesforce to Appcues when a record is created or updated. You can free-form type your own new fields here and when done, choose the "set value to:" option for that new property to save.
Map the NPS fields to send from Appcues to Salesforce. This will update those fields in Salesforce when users go through an NPS survey and submit feedback.
Confirm the configuration and close the popup.
The integration should now appear activated in the list of Integrations.
You can go back and modify anytime.

When this integration is turned on with the Salesforce >> Appcues direction enabled, there will be an initial sync of all Salesforce lead or contact records to Appcues. This will include only fields you have opted to send. The time it takes for this sync to complete will largely depend on the number of records in your Salesforce instance, but it will generally complete within a day. After that, Salesforce record updates will trigger an immediate accompanying Appcues user profile update.

SFDC Permissions

Permission	Fields	Uses	Object Level Permissions
Lead or Contact (Object)	Any fields you'd like to sync with Appcues	Used to sync fields between the two systems. Note: This can be any object type, including a Custom object. Only the synced record needs to be accessible.	Create, Edit, Read
Event (Object)	Subject, Comment	Used to record Appcues events such as "flow completed".	Create, Edit, Read
Customize Application (Profile)	N/A	Sets up workflow rules and actions that send data from Salesforce to Appcues.

SFDC Events and Activity Data

The Salesforce integration sends a subset of events to Salesforce. For the full list of Appcues events, see our Appcues Events Reference doc.
These will be sent automatically as long as the Appcues > Salesforce integration is complete and the USERID attributes match.

Events that update properties:

Event Name	Display Name	Attribute Name	Attribute Type
appcues:nps_score	Latest NPS Score	score	number
appcues:nps_feedback	Latest NPS Feedback	feedback	string

Events that add events:

Event name	Subject value	Comment value
appcues:nps_score	Appcues NPS Score Submitted - {{ score }}	{{ score }} NPS score. Submission location: {{ currentPageUrl }} ({{ currentPageTitle }}
appcues:nps_feedback	Appcues NPS Feedback Submitted	{{ feedback }} Submission location: {{ currentPageUrl }} ({{ currentPageTitle }}
appcues:flow_completed	Appcues Flow Completed - {{ flowName }}	User completed your Appcues flow titled “{{ flowName }}”.
appcues:checklist_item_completed	Appcues Checklist Item #{{ itemIndex + 1 }} Completed - {{ checklistName }}	User has completed an item titled, “{{ itemIndex }}”. This is part of the “{{ itemIndex }}” checklist.
appcues:checklist_completed	Appcues Checklist Fully Completed - {{ checklistName }}	User has completed all items in the “{{ checklistName }}” checklist.
appcues:goal_reached	Appcues Goal Reached - {{ goalName }}	User has completed the goal titled, “{{ goalName }}”

Configure the Integration with SFDC Integration User License

Want to use the Salesforce Integration user license to authenticate your Salesforce account in the integration setup? Great! The following steps will walk you through how to create a Salesforce Integration user, create a Permission Set, and enable the permissions that are required in Salesforce for the Appcues/Salesforce Integration to work properly.

Create a New User:

In Salesforce….

Click Setup on the top right
Search “users” in the Quick Find search bar
Click Users
Click New User
Give your new user a name, email, username, and nickname
Set the User License to “Salesforce Integration”
Set the Profile to “Salesforce API Only System Integrations”
Save the user

Create a New Permission Set

In Salesforce…

Click Setup on the top right
Search “Permission Sets” in the Quick Find search bar
Click Permission Sets
Click New
Give the new permission set a label, API name, and description (optional)
Leave the License set to —None—
Save the permission set

Note: setting the License at this point will not give access to the full list of Object Settings and System Permissions required in the next step.

Object Settings and System Permissions