Send dynamic and personalized emails to your contacts using our CRM Personalization feature. This allows you to include CRM data from your CRM in your outbound messages.

Prerequisites

• Account Based Marketing add-on. Contact your Account Manager for more information.
• An active connection with a supported CRM:
  • Zendesk Sell
  • Salesforce
  • Microsoft Dynamics
  • SugarCRM
  • Netsuite
• Data Management set up to run a recurring sync
• CRM list(s) imported to Act-On

Instructions

Add Personalized fields from your CRM into your Email Content

These instructions will send out emails to your contacts that contain personalized text sourced from your CRM data fields.

1. In the Message Composer, either create or edit a Rich Text Block
2. Click on the button Insert Personalization Field 
3. For Recipient Personalization (eg specific to the contact):
   1. Click on the drop down and scroll down
   2. Select the CRM field you wish to display from the menu
   3. Optional but recommended: Enter generic text for contacts who are missing a value in this field. This will display an alternative text when a contact does not have any text to display. This will prevent message failures to these contacts.
   4. Click Insert. This will add variable text to your message. Examples:

      {{crmmodel.Account.Name}} {{={{crmmodel.Account.AnnualRevenue}}|no revenue reported}}

For more information on personalization, see Using Generic Text with Personalization.

Next Steps: Once you have entered all of the fields you wish to display in the email, you can Preview and Test your message.

Message Preview

1. To preview the field display for your contacts, first ensure the list is selected in the Address tab of the Message Composer.
2. Navigate to the Review tab.
3. At the top of the right column, select a recipient under Sample Preview. (This is a random sampling of 20 contacts.)

For more complete instructions on previewing personalization in your message, see Preview Email Personalizations.

Email Testing

To send to your email to a test list or test contact, you must have generic alternative text for all fields or the message will fail to send.

To test a live contact with CRM data, you must send the email as a live message to a test contact imported from your CRM.

FAQs and Troubleshooting

Error message asks me to set up a recurring sync

Solution: Set up a recurring sync on the Data Management page. 

Missing fields

First, make sure you visit the Data Management page and check the box next to every field you wish to use. You will need to re-run the sync after doing this.

If a field is still missing, it may not be available for the following reasons:

• The field is a lookup type (we're not able to sync these)
• The field is not available to the connected CRM user (your CRM administrator will have to change this)
• There is a many:1 relationship
  • These fields/objects can be used for segmentation, but we cannot use this in personalization.
  • Example: Opportunities – a contact may have many Opportunities associated, so we can't identify which specific one to use for personalization

Why did my message fail to send to some contacts?

The most common reason for this is due to empty field values. When there is no text to display, the message will fail. Generic text to display in place of the field data must be included for these contacts to receive the message.