Salesforce Marketing Cloud messaging

The integration between Salesforce Marketing Cloud and Infobip lets you use SMS, LMS, MMS, WhatsApp, Viber, Kakao Alim, and Kakao ChinguTalk in your customer journeys. 

Installation

To install Salesforce Marketing Cloud, Infobip provides a package containing up to six data extensions:

Data Extension	Purpose
SMS Delivery	Delivery notifications on SMS, LMS and MMS
SMS URL Tracking*	Click notifications on SMS
Omni Reports	Delivery & Seen notifications on Viber, WhatsApp, Kakao Alim and Kakao ChinguTalk
Viber URL Tracking*	Click notifications on Viber
Unified URL Tracking	Click notifications on SMS, LMS, Viber and WhatsApp
SampleAudience	Audience sample

 

To deploy the package provided by Infobip:

1. Log into your Salesforce Marketing Cloud account.
2. From the home page, go to Platform > Package Manager.
3. Click the Deployment tab and then click Upload from File.
4. Select the package file shared by Infobip and click Upload.
5. Click Next and then click Deploy.

Once the package is deployed, the data extensions listed above are configured automatically. Their purpose is to allow message data, such as delivery reports, to be sent from Infobip to your Salesforce Marketing Cloud instance. This in turn allows your system to take action based on the data. For example, if an SMS delivery report indicates that a message failed, then your system can use that status information to retry sending the message.

App configuration

This section explains how to add components inside the installed package for configuring the connector and sending messages.

Add installed package for integration (Admin)

1. From your Salesforce Marketing Cloud account, go to Setup.
2. Select Platform Tools > Apps > Installed Packages.
3. Click New, and then enter the package details.
4. Click Save.

The next steps are for creating components inside this installed package.

API Integration Component

To add the API Integration component:

1. Add Component button.
2. Select API integration and click Next.
3. Choose Server-to-Server Integration type and click Next.
4. Select the Server-to-Server properties:
   1. Enable Automation Journeys properties:
      • Read
      • Write
      • Execute
      • Activate/Stop/Pause/Resume/Send/Schedule
      • Delete
   2. Enable all Data properties:
      • Data Extensions Read and Write
      • File Locations read and Write
      • Tracking Events Read and Write

Marketing Cloud Component

To add the Marketing Cloud App component:

1. Click Add Component.
2. Select Marketing Cloud App and click Next.
3. For a convenient configuration, when adding the names of components, consider using Infobip Configuration.
4. Enter the same endpoint shared by the Infobip team in both Login and Logout textbox.

Journey Builder Components

Add two different components, for sending messages and receiving delivery reports:

1. Click Add Component.
2. Select Journey Builder Activity and click Next.
3. For a convenient configuration, when adding the names of components, consider using Infobip Messaging for messaging component and Infobip Reports for delivery reports component.
4. From the Category drop-down, select the Custom property.
5. Enter the endpoint shared by the Infobip team and save.

Once the components are complete, give access to any user who wants to use application inside the Journey Builder. Without these permissions, the application is hidden.

Configure Infobip Configuration app

Authorize Infobip App to access your Salesforce Marketing Cloud data:

1. MID – Enter the ID of your business unit, which can be found in top right corner of the SFMC screen.
   
2. Client Id - Copy and paste the tenant-specific Client Id, it can be found in the setup of the installed package.
3. Client Secret - Copy and paste the tenant-specific Client Secret, it can be found in the setup of the installed package.
4. SOAP Origin – Copy and paste the tenant-specific SOAP Base URI, it can be found in the setup of the installed package.
5. Auth Origin – Copy and paste the tenant-specific Authentication Base URI, it can be found in the setup of the installed package.
   

Once you click Next, the authorization is done and you have to connect the Infobip account to the Salesforce Marketing Cloud account.

Connect multiple Infobip accounts to the same Salesforce Marketing Cloud business unit.

Fill out the next section with the following information. If you don’t have an Infobip account, you can create one here.

1. Add API Key – Connect one or multiple Infobip accounts to your SFMC account by entering the API key.
2. Add API Base URL – Add your Infobip Base URL and connect your account to the Salesforce. You can find it on the Homepage in the upper right section:
   
3. To connect to another Infobip account click on the CONNECT ANOTHER ACCOUNT button and repeat the steps.
4. When you’ve connected all the Infobip account/s go to the next step.
5. Configure the channels to be used within the Salesforce:
   

• Custom Domain * - Add the custom domain you want to use when sending URLs. To use a Custom domain for URL shortening, start by registering and verifying the domain through the Infobip web interface. It is recommended that you create a subdomain for shortening, following the format test.sample.com. The custom domain is then accessible for use within messaging activities.
• Choose a messages delivery tracking option - Select between the native and external ways of storing delivery notifications:

Native	External
SMS delivery reports - Select from the dropdown list where to save SMS, LMS and MMS delivery reports. Default data extension would be SMS Delivery Reports.	SMS Notification URL – Add webhook resource URL which will be used for storing SMS reports.
Omni delivery reports - Select from the dropdown list where to save WhatsApp, Viber, Kakao Alim and Kakao Chingu delivery reports. Default data extension would be Omni Reports.	OMNI Notification URL – Add webhook resource URL which will be used for storing Omni reports.
Url click reports - Select from the dropdown list where to save click reports for all channels. We suggest using Unified URL Tracking data extension.

• Add your custom Alphanumeric senders:
  • SMS Sender Name * – your sender name for SMS channel
  • Viber Sender Name * – your sender name for Viber channel
  • Kakao Sender name * – your sender name for Kakao channel

*Custom domain, SMS Sender Name, Viber Sender Name, and WhatsApp Sender Name fields are optional. When adding Alphanumeric sender names or custom domain, after typing the name, press ENTER to create a token similar to that in the following screenshot.

When all fields are added, click Save and then save changes for the connected account. When you save changes for every connected account go to the next step and finish configuration. If everything is successful, you receive confirmation that the application has been successfully configured.

Journey Audience Builder

To prepare the Journey Audience and create Audience Data Extension, consider the following:

• Enable the Is Sendable? feature
• Adding Mobile phone is mandatory - add it with Phone attribute type
• Setting Subscriber key is mandatory - set unique relationship for Subscriber key (for example, ContactKey)

For reconfiguring the Subscriber key relationship and Sending feature, enter the Data Extension Audience you want to reconfigure and click Edit on the left side of the screen, then check Used for Sending and map your ContactKey field to relate to the Subscriber key. Click Save.

Your data extension is now ready for use in the Journey Builder. You can add your custom attributes to data extension. The next step is to map the Journey data extension to system data and message reports.

Whitelist Infobip IP address

If you have enabled the Log Violations & Deny Access option in the Restrict Logins by IP Address (IP Allowlisting) feature, add the next IP addresses:

20.126.166.55 20.126.166.74 20.126.166.90 20.126.167.113 20.126.167.168 20.126.167.39 20.23.163.147 20.23.32.13 20.23.33.11 20.23.33.133 20.23.33.9 20.23.34.108 20.23.34.16 20.23.34.43 20.23.35.21 20.23.35.230 20.23.38.27 20.23.38.31 20.23.38.58 20.31.80.114 20.31.80.17 20.31.80.45 20.31.81.173 20.4.153.241

20.4.153.250 20.4.153.255 20.4.154.140 20.4.154.181 20.4.154.190 20.4.154.203 20.4.154.22 20.4.154.227 20.4.154.41 20.4.154.46 20.4.154.52 20.4.155.122 20.4.155.124 20.4.155.133 20.4.155.138 20.4.155.182 20.4.155.19 20.4.155.193 20.4.156.16 20.4.156.185 20.4.156.228 20.4.156.74 20.4.157.109 20.4.157.128

20.4.157.185 20.4.157.217 20.4.157.53 20.4.158.126 20.50.2.92 52.137.60.189 52.137.60.234 52.137.61.87 52.137.63.144 52.137.63.216 52.137.63.63 52.157.237.214 52.157.238.0 52.157.238.110 52.157.238.137 52.157.238.226 52.157.238.38 52.157.238.66 52.157.239.126 52.157.239.149 52.157.239.242 52.236.144.49 52.236.144.93

How to create a Journey using Infobip channels

This section gives an example of how to create a journey that includes an SMS, Viber, WhatsApp, or Kakao message. To get started:

1. Log into Salesforce Marketing Cloud and go to Journey Builder.
2. Create the new journey.
3. Select whether to build a multi-step journey with Data Extension or Salesforce Data entry point.
4. Select the data extension that was created for this journey.

Include a Message in a Journey

Select Infobip Message Custom Activity and enter the MID and Communication channel you would like to use. Then, click Next.

Sending speed limit

The sending speed limit is an optional feature that allows you to determine the rate at which Infobip dispatches messages to recipients. The sending speed limit can be configured on all channels.

Once enabled, two values must be configured:

• message count of messages
• time unit

Message count is a number between 1 and 100.000, and the time unit can be defined as a minute, hour, or day. This setup defines the maximum number of messages that can be sent within the specified time unit.

Messages will be evenly distributed throughout the chosen time unit. For instance, if the configuration instructs the system to send 500 messages per hour, it will dispatch a message approximately every 7.2 seconds.

The following limitations affect the use of the send speed limit feature.

Systems throughput limitation:

Both Salesforce and Infobip systems have inherited limitations on how fast messages can be processed for a single activity, so if the configuration would require to send more than couple hundred messages per second, for example 30.000 per minute, it would be better to just turn this option off.

Journey configuration limitation:

Sending speed limit is set per journey version and activity! When a new version of the journey is created and executed, it does not consider the messages sent in the previous version. If journey is configured with two messaging activities sending speed limit is applied separately.

Reports activity limitation:

Using Reports activity for Messaging activities with Sending speed limit should be done with a lot of thought. In this context, Salesforce Marketing Cloud moves contacts to the activity based solely on the wait time specified within the journey.

In the screenshot above, the messaging activity is configured with a sending speed limit of 50.000 messages per day, and there is only a one-hour delay between the messaging and reports activities. Considering a total contact count of 100.000, the delivery of all messages will span two days. However, as all contacts reach the reports activity after just one hour, a substantial number will be categorized as undelivered.

Journey stopping/pausing limitation:

If you pause or stop the journey after all messages have been queued for sending, it won't affect the delivery process. For instance, if there are 100.000 contacts in the audience with a sending speed limit of 50.000 messages per day, it may take only a couple of minutes for all contacts to pass through the messaging activity. Even if you pause or stop the journey after 10 minutes, the queued messages will continue to be delivered as scheduled over the next 2 days.

SMS

Set up the message according to the form and click Next. For SMS, you can add a link to the message for URL tracking. When an end user clicks the link, a report is sent to the SMS URL Tracking data extension. You can send a test message if you want to, but the journey must be activated and you cannot use placeholders in test messages.

To add tracking and URL shortening for URLs in the SMS body, select URL Shortening & Tracking.

You can use the default domain or choose the domain from the list that was added in the Infobip Config.

To remove https:// from the URL, select Remove https:// from domain.

For India local traffic only

To define the DLT (Distributed Ledger Technology) template, select DLT Template (India local traffic only) and update the following fields:

• Principal Entity ID (mandatory) - Your assigned DLT principal entity ID
• Content Template ID (optional) - The registered DLT content template ID that matches the message you are sending

LMS

LMS stands for Long SMS. Give your message a title and personalize it so every end-user in the journey gets personalized message. Please keep in mind that the Reseller code is mandatory field and you need to enter one to send SMS messages to phone numbers registered in South Korea.

To add tracking and URL shortening for URLs in the LMS body, enable URL Shortening & Tracking.

To include the sending speed limit in this activity, enable the Sending speed limit toggle button. Then, input the amount of the messages that will be sent to recipients within the selected time unit.

MMS

Send interactive MMS messages and get delivery reports. Add MMS segment type and create interactive messages. Text and Media files (image, video, audio, documents, and so on) are supported. Personalize the message by adding merge fields from the dropdown list.

To add tracking and URL shortening for URLs in the MMS, enable URL Shortening & Tracking.

To include the sending speed limit in this activity, enable the Sending speed limit toggle button. Then, input the amount of the messages that will be sent to recipients within the selected time unit.

Viber

To send more interactive messages, you can send text message and include an image URL, a button name, and a button URL in a Viber message. Choose your message type from the dropdown list.

You can personalize the message by adding merge fields from the dropdown list.

To include the sending speed limit in this activity, enable the Sending speed limit toggle button. Then, input the amount of the messages that will be sent to recipients within the selected time unit.

Viber (deprecated)

WhatsApp

To send journey messages by using the WhatsApp channel, you must create and register your message templates and then submit the templates to WhatsApp for approval. Select a template from the Template drop-down list.

Supported templates are:

• Text Templates
• Media Templates

Personalize templates by adding placeholder values. To add tracking and URL shortening for URLs in the WhatsApp body, enable URL Shortening & Tracking

KakaoChinguTalk

This channel lets you include these elements in a message:

• Text
• Image URL
• Image link
• Up to 5 buttons (supported types are web link and app link)

In addition to supporting text, you can include an image URL, a button name, and a button URL in a Viber message. You can also personalize these elements.

After you click Next, then click Verify Scenario Key to finish the configuration.

To include the sending speed limit in this activity, enable the Sending speed limit toggle button. Then, input the amount of the messages that will be sent to recipients within the selected time unit.

Kakao Alim
 

To create a template, there are some mandatory fields you need to fill in. Please make sure you enter the correct data for the template you are trying to use, as currently there are no validations. Templates are built of Mandatory fields: Template name and Message Body, and Optional fields: Template title, Image URL, and Buttons.

Kakao Alim supports seven different button types:

1. App Link
2. Delivery Tracking
3. Web Link
4. Chatbot Switch
5. Bot Keyword
6. Message Delivery
7. Add Channel
   

You can personalize the message by adding merge fields from the dropdown list in the Message Body.

To include the sending speed limit in this activity, enable the Sending speed limit toggle button. Then, input the amount of the messages that will be sent to recipients within the selected time unit.

Error handling for Infobip message custom activity

In situations where a user makes an error or if Marketing Cloud doesn't send all of the details for a successful request, the app returns messageStatus as outArgument in the Journey Data, rather than a hard error. A hard error would cause the record to become stuck on this activity and not continue with the journey.

So, if something is wrong with the request, the app returns success but with an additional payload that describes the error. You can use this payload to evaluate whether you wish to re-engage the record with another message.

This type of error handling is useful for validating and creating a decision split when the request record is re-engaged. For example, the following scenario describes decision split checking where the phone field is empty. In this example, you can see a data extension where one record has phone and the other record is empty.

To set up the decision split, add the data extension to a journey as an entry source and configure Infobip message activity. 

Create the decision split and choose messageStatus from Custom Activity (Infobip SMS).

You can see in this example that messageStatus is: Error: Missing phone number in request.

The result of the sample send is similar to the following:

The record with an empty phone number is injected to the NO PHONE NUMBER path.The record with a phone number follows the WITH PHONE path.

In the custom activity details, you see a Success status.

In the status detail for the record with the empty phone, you see the BadRequest status.

See the following table for the full list of possible responses for messageStatus and the channels available for that response.

Message status	Channels
Success	SMS, LMS, MMS, Viber, WhatsApp, Kakao ChinguTalk, Kakao Alim
Error: Missing phone number in request	SMS, LMS, MMS, Viber, WhatsApp, Kakao ChinguTalk, Kakao Alim
Error: Invalid text length	SMS, WhatsApp, Viber
Error: Invalid template name	WhatsApp
Error: Invalid scenario key	Viber
Error: Invalid promotional flag	Viber
Error: Invalid image url length	Viber, Kakao
Error: Invalid from field	WhatsApp, Kakao, Viber
Error: Invalid buttons field length	Kakao
Error: Invalid button url length	Viber
Error: Invalid button text length	Viber, Kakao
Error: Invalid button text length	Kakao
Error: Invalid androidScheme and iosScheme length	Kakao

Get message report

After you add the Infobip Message element, you can add the Infobip Get Reports element to retrieve a report from the message that was sent.

You can select the message that was configured inside the journey under Select message activity and the data extension where the report has been saved under the Select data extension drop-down list.

The available data extensions for reports are:

• Delivery Reports - fetching information if the message was delivered, rejected, or seen. 
• URL Tracking Reports - fetching information if the URL link inside the message, for that proper channel, was clicked.

Message status is saved under Journey Data and it is available in the decision split.

Set Up a Decision Split

After you set up the activity for saving messageId, you can define a decision split in the flow:

1. Click Edit.
2. Under Attributes, click Journey Data.
3. Click Custom Activity: Infobip Reports
4. Depending on the report data extension that you selected in the previous step, you see statusName for Delivery reports and the URL for URL Tracking reports.
   

The available parameters for Delivery reports are:

• statusName
• statusGroupName*
• errorName
• doneAt
• sentAt
• seenAt (for Omni reports)**

The available parameters for URL Tracking reports are:

• notificationType
• url***

For example, if https://www.infobip.com was the URL sent in the message, the decision split branch should check if the URL is equal to https://www.infobip.com. If there is no click report saved for a specific customer, check if the URL is equal to NOT_CLICKED.To see if a Viber message was viewed, check whether the seenAt value in the Omni message report is not null.

For descriptions of the possible message statuses, see the Response Status and Error Code documentation.

There are five statuses that are returned to Journey Data in a Decision Split:

1. DELIVERED
   1. The message has been successfully processed and delivered.
   2. If you want to check whether the message arrived to the customer's device, DELIVERED_TO_HANDSET is returned and checked in the decision split.
2. UNDELIVERABLE
   1. This status is returned if the message was sent to the operator but it was rejected by them or they returned UNDELIVERED status.
   2. Multiple statuses can be returned, so it's best to check if statusName begins with UNDELIVERABLE.
3. REJECTED
   1. The message has been received but has either been rejected by Infobip or the operator has reverted REJECTED as final status.
   2. Multiple statuses can be returned, so it's best to check if statusName begins with REJECTED.
4. EXPIRED
   1. The message has been sent and has either expired due to pending past its validity period (our platform default is 48 hours), or the delivery report from the operator has reverted the expired as a final status.
   2. Multiple statuses can be returned, so it's best to check if statusName begins with EXPIRED.
5. NOT_AVAILABLE
   1. Delivery of the message is pending (message is not yet delivered, however it can technically be delivered), the operator keeps trying to deliver the message until its expiry.
   2. To check this status, add a new branch and check if statusName begins with or is equal to NOT_AVAILABLE.

Set Up Contact Information for the Journey

After you finish setting up the journey, you need to select a Contact Entry to use. You map the default mobile number to the data type, Phone, in your data extension. This is available from the drop-down. 

Reports

This section show the full list of attributes available for each of the reports.

OMNI reports

OMNI delivery reports

OMNI delivery reports fetch the information about whether the message was delivered, rejected, or seen.

Attribute Name	Attribute Type	Is nullable	Default value	Length	Description
messageId	Text			50	The ID that uniquely identifies the message sent.
messageCount	Integer	x	1		Number of messages sent to end user. Count is always 1.
to	Text			50	Message destination address. Addresses must be in international format
pricePerMessage	Decimal	x			The price per individual message.
priceCurrency	Text	x		5	The currency in which the price is displayed.
statusGroupId	Integer				Status group ID.
statusGroupName	Text			50	Group name for the status.
statusId	Integer				Status ID.
statusName	Text			50	Status name.
statusDescription	Text			100	Human-readable description of the status.
errorGroupId	Integer	x		Yes	Error group ID.
errorGroupName	Text	x		50	Error group name.
errorId	Integer	x			Error ID.
errorName	Text	x		50	Error name.
errorDescription	Text	x		1000	Human-readable description of the error.
errorPermanent	Boolean	x			Indicates whether the error is permanent.
callbackData	Text	x		4000	The callback data sent through the callbackData field in your fully featured message.
sentAt	Date			50	Date and time the message was sent.
doneAt	Date			50	Date and time the message was finished processing by Infobip. This is when the final status of the message is returned (delivered, expired, rejected)
seenAt	Date	x		50	Tells when the message was seen.
from	Text	x		50
channel	Text	x		50	Channel which was used for sending messages

Viber URL Tracking

Viber URL Tracking (soon to be deprecated) fetches information about whether the link inside message was clicked.

Attribute Name	Attribute Type	Is nullable	Default value	Length	Description
notificationType	Text	x		50	CLICKED
messageId	Text	x		50	The ID that uniquely identifies the message sent.
recipient	Text	x		50	Contact who clicked on the URL
url	Text	x		1000	URL that was clicked in message
sendDateTime	Text	x		50	Date and time contact clicked on the URL in UNIX format.
deviceType	Text	x		50	Phone or desktop
os	Text	x		50	OS running on the device
deviceName	Text	x		50	Device manufacturer (Samsung, PC, Apple)
callbackData	Text	x		4000	The callback data sent through the callbackData field in your fully featured message.

SMS reports

SMS delivery reports

SMS delivery reports fetch the information about whether the message was delivered, rejected, or seen.

Attribute Name	Attribute Type	Is nullable	Default value	Length	Description
messageId	Text			50	The ID that uniquely identifies the message sent.
messageCount	Integer	x	1		Long SMS messages have a character limit on how much can be sent over one message. Longer messages are split up into multiple messages and sent separately. This is the total count of messages one SMS was sent over.
to	Text			50	Message destination address. Addresses must be in international format
pricePerMessage	Decimal	x			The price per individual message.
priceCurrency	Text	x		5	The currency in which the price is displayed.
statusGroupId	Integer				Status group ID.
statusGroupName	Text			50	Group name for the status.
statusId	Integer				Status ID.
statusName	Text			50	Status name.
statusDescription	Text			100	Human-readable description of the status.
errorGroupId	Integer	x		Yes	Error group ID.
errorGroupName	Text	x		50	Error group name.
errorId	Integer	x			Error ID.
errorName	Text	x		50	Error name.
errorDescription	Text	x		1000	Human-readable description of the error.
errorPermanent	Boolean	x			Indicates whether the error is permanent.
callbackData	Text	x		4000	The callback data sent through the callbackData field in your fully featured message.
sentAt	Date			50	Date and time the message was sent.
doneAt	Date			50	Date and time the message was finished processing by Infobip. This is when the final status of the message is returned (delivered, expired, rejected)
originalMCC	Text	x		50	Mobile country code of the recipients number
originalMNC	Text	x		50	Mobile network code of the recipients number
channel	Text	x		50	Channel which was used for sending messages

SMS URL tracking

SMS URL tracking reports fetches information about whether the link inside message was clicked.

Attribute Name	Attribute Type	Is nullable	Default value	Length	Description
notificationType	Text	x		50	CLICKED
messageId	Text	x		50	The ID that uniquely identifies the message sent.
recipient	Text	x		50	Contact who clicked on the URL
url	Text	x		1000	URL that was clicked in message
sendDateTime	Text	x		50	Date and time contact clicked on the URL in UNIX format.
deviceType	Text	x		50	Phone or desktop
os	Text	x		50	OS running on the device
deviceName	Text	x		50	Device manufacturer (Samsung, PC, Apple)
callbackData	Text	x		4000	The callback data sent through the callbackData field in your fully featured message.

Unified URL tracking

Unified URL tracking fetches information about whether the link inside message was clicked. 

Attribute Name	Attribute Type	Is nullable	Default value	Length	Description
notificationType	Text	x		50	CLICKED
messageId	Text			50	The ID that uniquely identifies the message sent.
recipient	Text	x		50	Contact who clicked on the URL
url	Text	x		1000	URL that was clicked in message
sendDateTime	Date	x		50	Date and time contact clicked on the URL.
deviceType	Text	x		50	Phone or desktop
os	Text	x		50	OS running on the device
deviceName	Text	x		50	Device manufacturer (Samsung, PC, Apple)
callbackData	Text	x		4000	The callback data sent through the callbackData field in your fully featured message.
channel	Text			50	Channel used for the message (Viber, SMS, Whatsapp…)