The Lumary Engagement Console's first-class integration to Salesforce (SFDC) allows you to configure exceptional multi-channel and multi-thread customer experiences with data directly from your CRM. The integration supports:
- triggering a Lumary Engagement Console flow on demand when a record is created or updated in Salesforce based on rules or criteria;
- scheduling a one-off or repeating campaign to run in the Lumary Engagement Console to your Salesforce contacts based on rules or criteria;
- creating and updating Salesforce records based on customer responses, data from other systems or other processes for seamless automation;
- adding any Salesforce files as attachments to email journeys;
- enriching your customer journeys triggered by other systems with Salesforce data at any part of a flow;
- 1:1 messaging, exception handling and conversational history on Salesforce records with the Lumary Engagement Console Console;
- advanced reporting, auditing and experience history tracking with the Salesforce Activity Sync from the Lumary Engagement Console.
How it works
The Lumary Engagement Console triggers flows via on-demand events from SFDC or by scheduling campaigns with audiences built by querying your Salesforce CRM data. It also enables several key actions you can use at any point throughout a flow to retrieve, create or update Salesforce records. You can also sync all data from the Lumary Engagement Console to your Salesforce environment, plus converse with your customers 1:1 directly from a Salesforce record.
For detailed information about the individual triggers, actions and capability for the Salesforce integration, see the following articles:
- Salesforce Event Trigger
- Salesforce Scheduled Trigger
- Get Salesforce Record
- Create Salesforce Record
- Update Salesforce Record
- Setting up the Lumary Engagement Console Console
- Salesforce Activity Sync
Integration limits
You can add up to five unique Lumary Engagement Console tenants to a single SFDC org, as per Salesforce limits.
Each connected app allows five unique approvals per user. After a fifth approval is made, the oldest approval is revoked.
There is no limit to the number of SFDC orgs you can connect to a Lumary Engagement Console tenant for triggers and nodes.
You can only configure one SFDC org to receive Activity Sync events from the Lumary Engagement Console tenant.
Salesforce API usage and limits
Flow triggers and actions
The Salesforce event trigger has been designed to minimise the number of API calls to SFDC, which is why the integration uses the ‘Outbound Messages’ feature of SFDC flows. This feature does not consume any API calls.
The Salesforce scheduled trigger consumes 1 API call per invocation for n matching experiences. In other words, every time the schedule runs (e.g., at 9:00 a.m. every day), The Lumary Engagement Console will use just 1 call to query the Salesforce org and then trigger all the experiences for records that match that query.
Each time an experience runs through the Lumary Engagement Console flow and uses a Get record action, 1 API call will be consumed from the SFDC allowance.
Each time an experience runs through the Lumary Engagement Console flow and uses the Create record action, 1 API call will be consumed from the SFDC allowance.
Each time an experience runs through the Lumary Engagement Console flow and uses the Update record action, 1 API call will be consumed from the SFDC allowance.
Each time an experience runs through the Lumary Engagement Console flow and uses the Get files action, n(number of files requested) + 1 API calls will be consumed from the SFDC allowance.
In practice, with an event-triggered flow with 10,000 recipients, you will consume 10,000 API calls per action node. If you have two action nodes in a flow (a Get record and an Update record, for example), you will consume 20,000 API calls.
Activity sync
Activity Sync for Salesforce has been designed to balance the number of API calls to SFDC with the speed of syncing data. Activity Sync will consume at least 1 API call for every 10 events, however, it may consume more depending on your particular usage patterns.
How many events do activities generate?
- Inbound SMS creates 1 activity sync event
- Outbound SMS creates 2-3 activity sync events (depending on whether the SMS passes validation)
- Outbound emails create 2-4 activity sync events (depending on whether the email passes validation or bounces)
The Lumary Engagement Console does not throttle or control API usage. It is up to you to plan and manage your campaigns according to your API allowances of the Salesforce organisation.
Next steps
Authenticating SFDC with the Lumary Engagement Console
For building flows within the Experience and Workflow Canvas using Salesforce triggers and actions, you must authenticate your Salesforce org/s to your the Lumary Engagement Console tenant.
Please see this article for step-by-step instructions.
Deploying the Lumary Engagement Console Managed Package to your SFDC environment
To enable the Lumary Engagement Console and Activity Sync you will need to install the Lumary Engagement Console Managed Package into your Salesforce Environment. Talk to our team to get started.