Salesforce Integration - Messages Page

Exporting Interactions from Cadence

Cadence supports exporting message interactions back into Salesforce. This allows Contact or Lead records to contain a history of both incoming and outgoing text messages. While this is optional, we recommend enabling this to ensure your Salesforce contact has a complete history of text interactions.

Creating Messages

Cadence supports creating messages in Salesforce. To do so, you must select an object to store message history in (this object must be related to Contact or Lead) and map a set of fields. There is a set of standard fields, which are required, and the options to include additional fields.

SMS Message Object

Start by enabling Create Messages and selecting the Salesforce Object. Any object which is associated to Contact or Lead will appear in this list. We recommend creating a new custom object for storing SMS message history. Existing Salesforce objects may not successfully support the information we will send over and they also may not meet our requirements. Also, it keeps the Cadence information separate from other apps or services that may be writing information into an existing object.

Creating custom objects in Salesforce is beyond the scope of this article and more information can be found here. One important note: when creating the custom object, be sure to give your integration user access to read and write them, otherwise it will not appear as an option in the dropdown of Cadence. If you are creating a new object, we suggest establishing the following fields:

Message (data type: long text area)
Subject (data type: text) Note: The field you create must accept 50 or more characters.
Message Date (data type: date/time)
A field indicating who the message was sent by (data type: text area)
Message Type (to indicate the message direction--incoming or outgoing); the data type should be "picklist"

It is also imperative that you relate to Contact using the Master-Detail type as this prevents the need to associate a new owner to this object, which is unnecessary.

SMS Message Fields

Once you have selected an object, you may fill out the message fields mapping. All fields in the Message Field column will be fields available from the selected message object.

For any custom message fields, you can select the Salesforce Field, a value, and if that field should only be included on incoming, outgoing, or all. For example, if you select Incoming, the custom value will only be sent on incoming messages and not on outgoing messages.

For the Sent by value that we will send, that corresponds to the User ID of the Cadence user that sent the message.

Creating Activity History

Cadence also supports generating activity history on the Contact. Since activity history is a standard Contact object, Cadence does not require a mapping.

All activity will be exported as a completed task with the details of the message.

Schedule

Exports will occur three times a day on the following schedule:

Morning between 4:00 AM-5:00 AM EDT/EST
Afternoon between 12:00 PM-1:00 PM EDT/EST
Evening between 6:00 PM-7:00 PM EDT/EST

This is the same schedule as imports but will occur regardless of import schedule selections. This assures users that message interactions and activity history is up-to-date in Salesforce throughout the day. You may also trigger an export of message activity any time by clicking the Export Message Activity button on the Import History page.

Troubleshooting

If you are using a custom object and you are not seeing message activity backed up in Salesforce, first make sure that the text interactions are occurring with a contact/lead that has the correct ID on their Cadence record. Next, check the bulk jobs running in Salesforce to see if any errors are being logged on that side (under Jobs > Bulk Data Load Jobs or in lightning experience under Environments > Jobs > Bulk Data Load Jobs).

Additional items to check for:

For the "Subject" field, we send a truncated version of the message text up to 50 characters. Ensure that your Salesforce custom object allows for that many characters.
For the "Message Text" field, we may send up to 306 characters at a time. Ensure that the corresponding field in your Salesforce custom object allows for 306 characters or more.