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:
  • Salesforce
  • Microsoft Dynamics
  • SugarCRM
  • Netsuite
• CRM Administration panel set up and running 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. Select the radio button for Insert CRM Field Name
   2. Select the 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}}

4. For Sender Personalization (eg Owner information):
   1. Navigate to the Sender Personalization tab.
   2. Select the field you wish to display from the menu
   3. Click Insert. This will add variable text to your message. Example:

      {{crmmodel.Owner.Phone}}

   4. 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. This is currently not available to auto-generate using the Sender Personalization menu, however you can manually enter generic text following this format. Example:

      {{={{crmmodel.Owner.Fax}}| enter your generic text here }}

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.)

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: Please visit CRM Administration in Settings and set up a recurring sync to enable Field Name Personalization

Solution: Set up a recurring sync for your CRM Administration panel. See CRM Administration Setup and FAQs for instructions.

Missing Fields

First, make sure you visit the CRM Administration panel and check the box next to every field you wish to use. You will need to re-run the sync after doing this. See CRM Administration Setup and FAQs for more instructions.

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

• The field is a lookup type (we cannot support these)
• The field is not available to the connected user (eg it is restricted in your CRM settings)
• There is a many:1 relationship. These fields/objects can be used for segmentation, but we cannot use this in personalization.
  • Example: Opportunities

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.