Salesforce Writebacks

Writebacks are a way for Informz to communicate changes in subscriber status to Salesforce. There are two main writebacks in the Informz for Salesforce Integration: Unsubscribe and Resubscribe. Additionally, this integration supports a Mailing Activity writeback for both Sent and Opened mailings. Let’s look at the details of these writebacks.

Unsubscribe

If a Contact or Lead is unsubscribed via a link in an Informz mailing, the unsubscribe action is logged in Informz and stored in a queue to be written back to Salesforce. The database is polled regularly to find these writebacks. Salesforce records the following data in the Notes and Attachments section:

[Contact/Lead] unsubscribed from Informz on mm/dd/yy hh:mm:ss tt

There is also an optional Reason that may accompany the writeback.

When Salesforce finds an unsubscribe writeback, the Email Opt Out flag is set to “True” (checked). However, because this flag is used for other types of mailings in Salesforce, you can choose to suppress the flag (and consequent checkbox) if desired. This change is done in the Informz database, so please reach out to your Advisor for more details (there is no UI method to make the change).

Bad Email

While the Informz for Salesforce integration does not support the Bad Email writeback, an unsubscribe may be sent with the reason “Bad Email” to provide insight about why the unsubscribe occurred.

Resubscribe

Any time an Informz admin manually resubscribes a subscriber, the resubscribe action is logged in Informz and stored in a queue to be written back to Salesforce. As above, the database is polled regularly to find these writebacks. Salesforce records the following data in the Notes and Attachments section:

[Contact/Lead] resubscribed to Informz on mm/dd/yy hh:mm:ss tt

Note that the resubscribe needs to occur in the system where the unsubscribe originally occurred. For example, if a Contact/Lead was unsubscribed via a link in an Informz mailing, the resubscribe must also occur in Informz.

If a Contact/Lead was unsubscribed in Salesforce by setting the Email Opt Out flag to “False” (unchecked), the resubscribe must occur in Salesforce. Informz is updated during the next sync.

Mailing Activity

To access the Mailing Activity writeback settings, navigate to Admin > Setup > Bridge Configuration and click Writeback Settings.

The mailing activity writebacks include Sent and Opened statuses on a Daily or Weekly occurrence. These can be sent automatically or manually. Automatic writebacks can be set to occur hourly, daily, or weekly. By default, the Sent writeback is available (checked) and the frequency setting is Manual.

Please note that mailing activity writebacks can be disabled by unchecking the Enable Mailing Activity Writeback checkbox. This does not disable the unsubscribe and resubscribe writebacks – these cannot be turned off.

Viewing Writebacks

Navigate to Admin > Setup > Bridge Configuration.

Click Writeback List.

You can view any unsubscribe, resubscribe, or mailing activity writeback messages from Informz. This is especially useful when looking for writeback errors.

Written Back/Propelled Forward!

Leveraging writebacks makes it easy to ensure that your subscriber management is kept in optimal condition. By writing back unsubscribes and resubscribes, you’ll never need to worry about your subscriber’s preferences. With all the data logistics under control, you can move forward and continue to focus on engagement!