Emma campaign not linking with Salesforce

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Campaigns that have been generated and sent since syncing Emma with Salesforce are not showing in Salesforce. Please help?
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Posted 5 years ago

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Emily Hollingsworth, Alum

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Hi there -- the response for sent mailings is housed in the "Emma Mailings" section of your Salesforce account. Is that section in your account empty, or do you not see that section at all? Let me know what you see so that we can zero in on what the problem might be!
Hi Emily,

I see where my mailings should be listed, but the mailings themselves (or the one sent since syncing Emma with Salesforce) is not showing. Attached are some screen grabs to demonstrate.

Also, would drafts in progress show in Salesforce? If so, those are not appearing, either.

 

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Emily Hollingsworth, Alum

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You won't see any draft campaigns in the Emma Mailings section of your salesforce account. The integration is specifically syncing the response data for your mailings, so you will only see sent mailings there. 

Thanks for including those screenshots! I'm going to loop in our resident Salesforce expert. :)

Katie is out of the office today, but I will get with her on this as soon as I can to see if we can identify what's missing. In the meantime, would you mind granting Katie access to your SF account so that she can troubleshoot? This will save us some time once she is back in the office. Here are those steps:

If "setup" is an option under your name/personal drop down menu in Salesforce:
  1. Click into the Setup sub-menu from your personal dropdown menu at the top-right corner of your screen.
  2. In the menu to the left of your screen, click My Personal Information > Grant Login Access.
  3. Select "1 week" (or whatever period of time you're comfortable with) next to "Emma Support," and press "Save." Let us know when that's done so we can take a look.
If "setup" is an option beside your name/personal drop down menu in Salesforce:

  1. Click into “My Settings" from your personal dropdown menu at the top-right corner of your screen.
  2. In the menu to the left of your screen, click Personal > Grant Account Login Access.
  3. Select "1 week" (or whatever period of time you're comfortable with) next to "Emma Support," and press "Save." Let us know when that's done so we can take a look.
Please give me a shout here when you've completed these!
Access should be granted. Thanks!
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Katie Watts, Support Team Manager

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Hi there, Liberty County Development Authority!

Thanks for granting that login access. I apologize for the trouble you've run in to with the Emma for Salesforce integration! I can definitely see that the response data isn't correctly syncing over, and we’re super duper close to a resolution. A common core to almost all of the trouble that your account is experiencing is a limitation in Salesforce Professional edition’s ability to process large amounts of data (required by the integration for even relatively simple updates) in small increments. For users of Salesforce Enterprise edition and above, we’re able to take advantage of webhooks, which allow for very fast connectivity without a very large data syncing footprint. Effectively, we tell Salesforce which record needs changing, and the integration changes it.

Because this functionality isn’t available for Professional edition, we have to rely on “polling,” which basically prompts your Salesforce account to look at all of the data relating to your integration whenever it’s alerted of an update. So when you make a simple update, the integration has to kick off a full scan of the system to locate the record(s) that need updating. I'm seeing error messages in your apex logs resulting of a “polling” attempt to query all of the information you’ve synced across platforms to look for changes that it should make -- with your email response data, the integration is unable to break down all of the data required for each "poll" when a new mailing appears. The traditional solution to problems like that is to “batch” the requests so that you’re only ever asking about, say, 500 rows at a time. However, Salesforce has some limitations to integration activity in place that currently prevent us from doing this effectively.

The fix for these issues is in sight, but it's required a reworking of the application at a more foundational level. We've almost completed that work and are now in testing stages of the upgrade. We anticipate that we'll begin making that new version live in customer accounts next week. Once we've made the reworked version live in your account, your integration should be 100% on par with the Enterprise edition in terms of speed and functionality.

I've got your account added to the list of Professional level Salesforce customers waiting for the upgrade, and I'll be in touch with you here as soon as we're ready to make it live in your account. Thanks for all of your patience, and please let me know if you have additional Emma for Salesforce questions in the mean time. Always happy to help!

Thanks a ton,
Katie
(Edited)
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Katie Watts, Support Team Manager

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Hi there, Liberty County!

I've created an Emma Community thread where I'm providing regular updates each step of the way during our regression testing process of the upgraded Connected App version, to keep all of our users in the know on our progress and timing. The latest update is as of this morning!

Please hop over to that thread and click to "follow" at the top. That will ensure you're notified in your email inbox each time I post an update. If you have any questions along the way, please give me a shout on that other thread -- I'm always happy to help!

We are getting super close to making this available for all of our users, and I appreciate all of your patience during the development and testing of the reworked version of the integration!