Connect Livestorm & Salesforce

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Salesforce is a cloud-based software company that provides businesses with tools that help them find more prospects, close more deals, provide a higher level of service to their customers and better connect with partners, customers, and leads.

Our integration connects Livestorm to Salesforce Sales Cloud, which is the CRM part of the Salesforce suite.

IN THIS ARTICLE

• Prerequisites And Permissions
• The Basics
• Data Flow Summary
• Set Up Your Integration
• Test Your Integration
• Frequently Asked Questions

Prerequisites And Permissions

When setting up the Salesforce integration, you need to ensure the following:

• User permissions on Salesforce:
  • System Administrator: we need the user selected to activate the Salesforce integration in Integry to have a System Administrator profile on Salesforce. This profile is mandatory as it grants the Livestorm API access to your Salesforce account.
  • The user should also have the Marketing User permission checkbox enabled. This is needed to update campaign member statuses.
• If you want to use the Livestorm forms to register people to your events, you must set the fields First Name, Last Name, Email and Company as mandatory on your Livestorm registration page since the integration will need to fill in these fields when creating a lead in your Salesforce instance.
• If you want to have the replay views information on your Salesforce, you need to create a custom field "Livestorm Replay Status" on the Campaign Member object of your Salesforce instance. Without this custom field, the integration won't be able to update the on-demand event views or the replay views of your event attendees into Salesforce.
• Similarly, if you have any mandatory field(s) for the Campaign object on your Salesforce org, it may prevent the integration from creating the campaigns associated with your sessions. Please refer to the The Basics section below to learn more about how the integration works.

The Basics

Key Objects Used

The Livestorm integration with Salesforce use the following objects:

• Campaigns to reflect your Livestorm event sessions in Salesforce.
• Campaign Members to reflect your Livestorm registrants per session in Salesforce.
• Leads to be added to the Campaign as a Campaign Member when the registrant already exists in your Salesforce instance, or to be created (to reflect the registrant identity) then added to the Campaign if the email address doesn't already exist in your Leads.
• Contacts to be added to the Campaign as a Campaign Member when the associated Lead is converted to a Contact (or to be created then added to a campaign if it doesn't already exist: only if you choose this optional settings).

Campaigns

When a new session is added to one of your Livestorm events (new event or existing event), a Campaign is automatically created on Salesforce. You can visually see the association Sessions <-> Campaigns on your "Event setup" by going to the "Apps" of the event and clicking on the button "See Campaign Mapping".

Campaign Members & Leads

Key Triggers And Actions

Our Salesforce integration works with the following triggers and actions:

• • Whenever someone registers to this Livestorm session via your Livestorm form, it will:
    • Create a new Campaign Member in the campaign associated to the session:
      
      • If a Lead (or converted contact) with the same email address already exists in your Salesforce instance, the integration will add this Lead to the campaign to create the campaign member. If that's not the case, the integration will create a new Lead with the first name, last name, email adress and company name used for the registration, as well as any other mapped fields, and add it to the campaign to create the new campaign member.
    • Update the campaign member's standard field "Status" with the value "Registered".
  • Whenever the session ends, it will:
    • Update the campaign member's standard field "Status" with the value "Attended" if the participant actually attended the session, and with the value "Did not attend" if they did not attend the session.
    • Update the campaign member's fields that were mapped during the integration setup in Integry. Most of the Livestorm engagement data can be mapped: attendance duration, attendance rate, number of questions asked, number of messages sent, number of polls answered, etc...
  • Whenever someone watches the replay of the session, it will:
    • Update the campaign member's custom field "Livestorm Replay Status" with the value "Has watched replay" if the session is part of a live event.
    • Update the campaign member's custom field "Livestorm Replay Status" with the value "Has watched on-demand" if the event is on-demand.

Data Flow Summary

Set Up Your Integration

Our integration allows you to add records to Salesforce Campaigns by pushing data from Livestorm's sessions.
To set up your integration, go to your App marketplace in your Livestorm Dashboard and select the Salesforce V2 card. Then connect with your Salesroce user by accepting the scope required by our integration and that's it: the Salesforce integration is enabled for your workspace!

Test Your Integration

Before you start using the integration for your Livestorm events, we recommend running a couple of tests to ensure that the integration is working as expected. As with any test, there are a few guidelines to follow:

Troubleshooting Checklist

If the integration isn't behaving as expected, please run through this checklist to ensure that your test was correctly set up:

• Remember that the Salesforce integration is not retroactive: it will only create a new campaign, lead and campaign member for Livestorm sessions that were created after it was activated. If you test the integration on a session that was created before you enabled it, your Livestorm data will just not be synchronized within your Salesforce instance.
• Make sure that the credentials used to set up the integration correspond to a user who has the necessary permissions to create campaigns, leads and campaign members in your instance. Otherwise our integration won't be able to synchronize the Livestorm data into your Salesforce instance.
• When you create a Livestorm session, our integration immediately creates a campaign in your Salesforce instance. However it could occasionnally take a few minutes for the campaign to show up if there is a heavy workload on your Salesforce instance.
• Similarly, please wait until the campaign has effectively been created in Salesforce to register someone via the Livestorm form.
• If you are using the Livestorm forms to register people for your events, make sure to add the "First Name", "Last Name", "Email" and "Company" fields to your form and set them as mandatory. This data is mandatory to create a lead in Salesforce so if any of these fields is missing, the integration won't be able to create leads in your Salesforce instance.
• Please make sure that you only have one Salesforce flow activated under the My Flows section of your Integry marketplace. Having two or more flows active at the same time will create duplicates in your Salesforce instance and could cause errors in the integration.

Testing Protocol - Register From Livestorm

Here is a step-by-step guide to test the Salesforce integration, when using Livestorm forms to register people for your events:

1

Log into your Livestorm workspace, and be sure the Salesforce V2 integration is enabled.

2

Create a new event with a new session. You can call the event "Salesforce Test Event" for instance. Make sure to add the first name, last name, email and company fields as mandatory in the registration section in the "Event setup" menu.

3

Open your Salesforce account and wait until you see a new campaign with the same name as your event under "Campaigns". This should occur almost instantly. You can also go to your Livestorm event in the "Event setup" menu and check the Campaign ID and Campaign Name associated to the session.

4

Open your Livestorm registration page and fill the form with a test email account. Make sure that the email used for the test doesn't belong to an existing team member or registrant on your Livestorm account.

5

The integration will search for an existing contact and/or lead in your Salesforce instance using the provided email address. If an existing Contact is found, it will be added to the associated campaign as a new Campaign Member. If not, the integration looks for an existing Lead with that email: if there is one, it will add it to the campaign to create a new campaign member, if not it will create a new Lead and add it to the campaign. Open your campaign and search for the new entry under the "Campaign members" tab.

6

Once you've found the new Campaign Member, make sure that its "Status" field has been updated to "Registered". Then start your test event in Livestorm, join the event with the email you used for the registration, make the event run for at least one minute and end the event. Alternatively you can wait for the event to occur if it's a real live event.

7

Once the event is over, wait for a few minutes and check whether the standard field "Status" of the Campaign Member has been updated with the right value: "Attended" if the person actually attended the event, or "Did not attend" if they couldn't make it.

8

Finally make sure that the custom fields mapped have also been correctly updated (if any). If that's the case, your integration is ready to use! 🎉

Frequently Asked Questions

• • Which Salesforce solution this integration works with?
    • The integration connects Livestorm to Salesforce Sales Cloud, which is essentially the CRM part of their suite. The integration does not support yet Salesforce Marketing Cloud (an independent part from Sales Cloud in the Salesforce suite).
  • Is it a native Salesforce integration?
    • Yes, it's a native integration with Salesforce, no 3rd-party or intermediary is used here. We connect to your Salesforce organization using a secured connection with the OAuth 2.0 protocol.
  • Can I disable the Salesforce integration for specific events?
    • Yes, just go to the Apps in your Livestorm event and uncheck the box Salesforce (V2).
  • Can I enable the Salesforce integration by default for my events?
    • Yes, to not forget to have the Salesforce integration enabled for any new event you create, you can activate the corresponding toggle in your Salesforce integration (App Marketplace -> Salesforce V2 -> Settings tab) to have the integration enabled by default for your new events.
  • Is the Salesforce integration retroactive?
    • Not at the moment: it will only create new Leads/Contacts or Campaign Members for registrants that registered after the integration was activated on your Livestorm workspace. If you test the integration on a session that was created before you enabled it, the past registrants won't be synchronized in your Salesforce Campaign.
  • Can I rename the Salesforce campaigns created by Livestorm to match my own naming conventions?
    • Absolutely, our mapping is done at the (campaign / session) ID level, so the connection won't break if you change the name of the campaigns created by our integration.
  • Where can I find all the registrants to my session in Salesforce?
    • All the Campaign Members who registered to a session are stored in the corresponding Campaign, under the "Campaign Members" tab in Salesforce.
  • What if there are several sessions in my Livestorm event?
    • We handle each session individually, regardless of whether they belong to the same event. Whenever a session is created, we automatically generate a corresponding campaign specific to that session. The campaign created includes the date of the session in the "Campaign Name" field and in the "Start Date" field. This ensures that you can differentiate between sessions within the same event accurately. If you have a doubt, you can check in your Livestorm event, the current mapping between the session and the Salesforce session.
  • What happens if my Salesforce Campaign previously linked does not exist anymore (deleted, invalid, ...)?
    • The Livestorm integration will re-create a new Campaign on your Salesforce instance when you disable and enable again the integration for your event. This ensures the registrants are always sent as Campaign Members to a valid Campaign in Salesforce and prevent data loss.
  • Can I manually link Livestorm sessions with my existing Salesforce campaigns?
    • Not at the moment: the linking is automatic. The link between a Livestorm session and a Salesforce campaign is made when the Livestorm session is created.
  • Can I have two campaigns linked to a single Livestorm session? 
    
    • No, in order to prevent duplicates and conflicts a single campaign is linked to a Livestorm session at a time. 
  • Will registering to an event create duplicate Leads, contacts or Campaign Members if the person already exists?
    • No, duplicates will not be created. When someone registers to a session, the integration performs a check (based on the email address) to see if a Contact with the same email address already exists in Salesforce and if not then if a Lead with the same email address already exists in Salesforce. If none exists, we create a new Lead with the email adress used for the registration. However, if the Lead (or Lead converted to contact) already exist, we simply add the Lead (and enrich its data) to the Campaign to create the new Campaign Member.
  • What happens for my Lead/Contact creation when a required field is empty?
    • The creation of the Lead won't be blocked. The Livestorm integration has a security mechanism to use fallback values when standard required fields are empty. For instance for the Lead object (LastName and Company are required), you will find all the Leads pushed from Livestorm without a company value with a company named "Unkown Company".
  • What should I do if I encounter an issue?
    • If you encounter an issue, please contact our support team.