The article describes how to set up 2-way integration between Salesforce and Reply.

Connect new Salesforce integration

You must connect the Salesforce account before you set up integration. To do this:

  1. Log in to your Reply account and navigate to the Integrations page of the Reply interface.
  2. Click Connect
  3. In the popup window, log in to your Salesforce account. The system automatically begins integration. 

Set up synchronization between Salesforce and Reply

Reply provides two integration profiles - Default profile and Custom profile.

Default profile

The Default integration profile has preset settings. You cannot change these settings, but you can begin integration immediately. You can always use this profile for quick and safe integration.

Synchronization steps

  • (from) Contact in Salesforce -> (to) People in Reply
  • (from) Lead in Salesforce - (to) People in Reply
  • (from) People in Reply - (to) Contact in Salesforce
  • (from) People in Reply - (to) Lead in Salesforce
  • (from) Sequence People Status in Reply - (to) Lead Status in Salesforce
  • (from) Inbox States in Reply - (to) Lead Status in Salesforce
  • (from) Emails in Reply - (to) Contact Tasks in Saleforce
  • (from) Emails in Reply - (to) Lead Tasks in Salesforce  

Field mappings

  • First Name (Salesforce, string)  - FirstName (Reply, string)
  • Email (Salesforce, string) - Email (Reply, string)
  • Last Name (Salesforce, string) - LastName (Reply, string) 

Important: you CANNOT turn off, duplicate or delete synchronization steps, modify field mappings or filtering rules, change integration direction in the Default profile. You must use the Custom profile for custom integration.

Custom profile

The Custom profile equals to the Default profile, but lets you create a custom integration between Salesforce and Reply. It includes several flexible integration options. To begin integration, switch to Custom Profile using the drop down list.

Creating synchronization step

To create a new synchronization step, click the Add Sync step button. You can add unlimited number of steps.

Possible synchronization steps

  • (from) Contact in Salesforce - (to) People in Reply
  • (from) Lead in Salesforce - (to) People in Reply
  • (from) People in Reply - (to) Contact in Salesforce
  • (from) People in Reply - (to) Lead in Salesforce
  • (from) Sequence People Status (R) - (to) Lead Status in Salesforce
  • (from) Inbox States in Reply - (to) Lead Status in Salesforce
  • (from) Emails in Reply - (to) Contact Tasks in Saleforce
  • (from) Emails in Reply - (to) Lead Tasks in Salesforce 

Selecting synchronization direction

You can set up synchronization in both ways: Salesforce - Reply, Reply - Salesforce. To change the direction of the synchronization step, click on the corresponding icon on the Add sync step popup window.

Adding field mappings to synchronization step

After you have created a synchronization step, you must add field mappings to it. To do this:

  1. Hover over the step and click on the Settings icon.
  2. Expand the Field mappings section.
  3. Click Add field mapping.
  4. Select fields using the SALESFORCE FIELDS and REPLY FIELDS drop down lists.
  5. Click Save

Mandatory fields for the Contact in Salesforce - People in Reply and Lead in Salesforce - People in Reply steps

  • First Name (Salesforce, string)  - FirstName (Reply, string)
  • Email (Salesforce, string) - Email (Reply, string)
  • Last Name (Salesforce, string) - LastName (Reply, string)

Adding filtering rules to synchronization step

You can add filtering rules to any synchronization step, for example synchronize only contacts with emails in a particular domain. To add a filtering rule:

  1. Hover over the step and click on the Settings icon.
  2. Expand the Filtering rules section. 
  3. Click Add new rule.
  4. Populate the required fields.
  5. Click Save.

Outbound filters

You can set outbound filters when you edit a synchronization step FROM Reply TO Salesforce. For example, People in Reply - Leads in Salesforce. The outbound filters are based on the filters from the People page. This means that you can not only use standard filters, but also create custom filters on the People page and load them as outbound filters.

To add an outbound filter:

  1. Hover over the step and click on the Settings icon.
  2. Expand the Filtering rules section.
  3. Click Load filter.
  4. Select the filter.
  5. Click Save.

You can also reset the loaded filter by clicking the Clear filter button.

Duplicating synchronization step

You can clone a synchronization step to copy its settings. To do this, hover over the step and click on the Clone icon.

Removing synchronization step

To remove a step, hover over the step and click on the Remove icon.

Actions

You can add an action to a synchronization step, for example, move synchronized contacts to a sequence. To do this:

  1. On the Steps tab, hover over a synchronization step and click the Add action icon.
  2. In the Add action dialog box, select an action and click Add.
  3. Select a sequence you want to add your contacts to. 

You can remove the action by clicking on the Remove action icon.

After you have assigned an action to a synchronization step, you see Exclude updated from action slider. The slider lets to push contacts to the same sequence after you update their fields in Salesforce.

Logs

The Log tab lets you see the information about the latest synchronization activities between Salesforce and Reply.

Note: In case the contact has been synchronized from Salesforce to Reply, the system creates a direct link to the contact in the contact sidebar. Click on the link to open it in the new tab.

You can filter contacts with Salesforce integration on the People page by adding a custom filter:

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