A. Before Installation
Before beginning the installation, please make sure that:
- You have Admin permissions on your Eloqua system.
- Your Conversica account is provisioned and ready for use.
- You have established contact with your Conversica Technical Account Manager.
B. Install Conversica App in Eloqua
Click on the following link to install the Conversica App, and when prompted press Accept:
C. Authorize the Conversica App
Navigate to Settings > Setup > AppCloud Catalog.
You should see the Conversica app listed here.
If the Install Status is not already Ready then click the Manage dropdown and select Install. You may be required to log in again. Press Accept to grant Conversica API access to your Eloqua instance via the Eloqua API.
D. Setup Conversica App Fields
Navigate to Settings > Setup > Fields & Views.
Add the following fields by pressing the + button on the bottom left of the box.
All fields with type Checkbox should have a Default State of unchecked, a Value for Checked of 1 (displayed as 1.0000), and a Value for Unchecked of 0 (displayed as 0.000). Output Format Type should be # and Default Update Logic of Always Update.
|Friendly Label||Data Type||Field Type||Database Name|
|Conversica Skip To Follow Up||Numeric||Checkbox||C_Conversica_Skip_To_Follow_Up1|
|Conversica Lead Owner||Text||Textbox||C_Conversica_Lead_Owner|
When you check these boxes on a Contact, Conversica will be updated and will either stop messaging or skip to the “follow up” phase of the conversation, when applicable. In order for us to pick up on the correct lead owner, you can create triggers from the standard contact owner fields in Eloqua that update the Conversica lead owner field.
E. Connect Eloqua to Conversica
At this point, you should notify Conversica that it is time to connect the two systems using the API. Please contact your Technical Account Manager to complete this step. When contacting them, please also provide them with your Site ID. This can be found in Settings > Setup > Company Defaults > Site ID.
F. Using the “Conversica Updates” Custom Object
Once Conversica activates the service, a Custom Object called “Conversica Updates” will be automatically created in Eloqua. As soon as Conversica begins interacting with your Contacts, a new Custom Object record will be mapped to those Contacts. This is where all of Conversica’s status updates, discovered Contact information, and conversation history will be logged.
To find the "Conversica Updates" Custom Object, please follow the steps below.
1. Navigate to the Contact Record
2. Select the 'Linked Records' Tab
3. Select ‘Conversica Updates’ in the ’Select custom object` dropdown
4. Double click to view the ‘Conversica Updates’ custom object record for this contact
G. Create Shared Lists
Leads are synced with Conversica through shared lists in Eloqua. Adding a lead to a shared list sends that lead to Conversica to be engaged. The name of the shared list in Eloqua should match the corresponding Conversica conversation.
1. Create New Shared Lists
To find the IDs of your lists, follow the instructions outlined in this article and provide the IDs to your Technical Account Manager so they can be connected to the correct conversations in Conversica.
2. Set Up a Campaign to Add Leads to Your Shared List
To create a shared filter navigate to Contacts > Shared Library > Shared Filters and click the New button on the top right. Create a shared filter that specifies the criteria for contacts you would like to be added to Conversica. The following is an example of a shared filter that specifies contacts with a Lead Status of ‘Assigned to Conversica’.
Once your shared filter is created, you can use it in a campaign to add contacts to your shared list. To create a campaign to add contacts to your shared list, first, navigate to Campaigns and choose Create a Multi-Step Campaign. For this example, we will base our campaign off of a Blank Campaign template.
In this example, we have created a Campaign with three steps. First, we chose a Segment we wanted to add contacts from, then we added our shared filter, and finally, we added a step to add contacts that passed our filter criteria to a shared list that Conversica will work.
If you would like contacts to be continuously added to your shared list as they meet the criteria, then you need to set an evaluation period on your filter, as well as a re-evaluation frequency on your segment. We recommend a longer evaluation period since it may be unexpected when new contacts that meet the filter criteria are not added to the shared list. This is because the evaluation period has passed, and there is a shorter re-evaluation frequency, so new contacts added to your segment are quickly added to Conversica.
H. Contact Conversica for Support
Should you have any questions or issues, please don’t hesitate to connect with your Technical Account Manager, email firstname.lastname@example.org, or call (888) 633 7738.