Active Campaign (CRM Integration)

 

Introduction

Active Campaign is a CRM platform that helps with email marketing and automation. The integration with Active Campaign allows Konnect’s data to sync seamlessly with the AC platform (Active Campaign).

For example, by being able to push reservations and company names, tenants will be able to create marketing campaign automation, client scores and much more! This implementation is about delivering personalized marketing campaigns, wowing customers, and skyrocketing their success. 

PART 1: Terminology

First things first are to understand the terminology employed between Konnect and Active Campaign

Konnect	Active Campaign
Account	Contacts: The email address is the unique contact key. It ensures that the same contact, present in several sources (for example, a CSV import and the Konnect database), is created only once in Active Campaign. In this way, information from different sources is consolidated under a single contact. Even in the event of incorrect entries in fields such as first name, last name or address, no duplicates will be created.
Company name	Account (company that contain multiple contacts): The company name is the unique key for accounts (=companies in Active Campaign). In the same way, a typing error in other account fields (address, account type, etc.) will not create a duplicate, since the company will be recognized as being the same.
Reservation	Deal
Transaction	eCom Order for a customer

Our implementation will allow the following:

• Every Account in Konnect will be pushed to Contacts in Active campaign 

• Every Transaction in Konnect will be pushed to an Order in Active campaign (it is found in the contact directly)

• Reservation in Konnect will be pushed to Deals in Active campaign

• Company name under Konnect Accounts to be pushed to Account in Active campaign

Synchronization details

A Konnect account will sync to Active Campaign following these action: 

- When initializing the first synchronization

- When updating an account

- When the account makes a transaction

- When synchronization is manually initiated in Konnect

In the best practices, we sync to the main list of the tenant’s Active Campaign and the Opt-in list. We recommend that tenants use the 2 lists mainly in order to have the best sync experiences possible. We do not support multi-lists.

The use of a single key for contacts and accounts is a common practice that avoids synchronization problems. If other fields were taken into account to match contacts and accounts, this would become very complex, even unmanageable: the slightest character difference in a field would lead to the creation of separate accounts, even if they were from the same company.
Note that the sync is almost instant (60 sec max).

PART 2: Configuration & Account Fields

1. Activating the module

➡️ Do not hesitate to contact your CSM to activate this feature on your environment.

 

Once the module is activated, you can refresh the Back-Office, and it will reveal the new ‘CRM engine’ menu under Configuration.

 

2. Engine Configuration

Currently, we support Active Campaign but the module has been built in a way where we could see many more CRM engines in the future. In order to configure your Active Campaign integrations:

1. Click Configuration

2. Click CRM engine
   

3. Click Create Tenant CRM engine

    

4. Name it “Active Campaign”

5. Put it ‘Active’

6. Choose the type ‘Active Campaign’ and click on Create tenant CRM Engine
   

3. Account Fields Mapping

Our implementation allows tenants to sync native fields and custom fields.

Fields sync by default automatically from Konnect:

1. First Name

2. Last Name

3. Email

Konnect custom fields to be synced by default into native Active Campaign fields:

1. Address

2. City

3. State / Province

4. Zip code / Postal Code

5. Country

6. First closest date on an order (visit_date_connectngo)

7. Locale (language)

8. Promotions (known as opt-in)

Once your CRM engine is configured you can click on the eye to view the mapping fields

 

Once in the details you can click on Account Fields mapping, be careful that you are syncing the right fields together.

We only allow the following fields to be synced

• Address 1

• Address 2

• Phone number

• City

• State/Province

• Zip code/Postal code

• Country

• Birthday

• Visit date (earliest one)

• Account_type_connectngo

• Language_connectngo

 

Once you are satisfied with your mapping you can click on update and the sync will update on AC’s end in seconds.

4. Opt-in sync

Prior to activating the sync, please check what is the ID of the opt-in list. As you will see from my example below, my ID is 2 [https://connectgodemo.activehosted.com/app/contacts?limit=100&listid=2&status=1].

 

Once you have that value you can now add the ID to our CRM engine fields ( BO → Configuration → CRM engine → Details → Fields) This will allow Konnect’s implementation to map the opt-in’s to the right list.

For marketers, the notion of having guests opt-in to marketing is crucial for them. Konnect’s notion of Opt-in is called promotion. In an Account, you can set that value to TRUE or FALSE (in the BO or via the POS). The promotion box means that the contact has agreed to receive communications from active campaign or any other communication tool. It must be ticked for the Konnect account to appear in the opt-in list contacts in active campaign.

 

 

 

The most important field we push is the Visit_date_connectngo, here is how it works:

• This date is only shown for a time-based product/ticket

• This is the date of your earliest visit to the park; this means if you have one visit in Sept, one in Oct and one in Dec, we will show the Sept date.

• If the reservation is cancelled the date is removed

• When the earliest date (ex: Sept) passes we will show the next earliest date

 

PART 3 : Reservations

1. Reservation Field Mapping

For reservations, we sync the following fields:

1. Forecasted Close Date (Date at which the reservation was made)

2. Reservation status in Connect&GO (Status of reservation in Konnect --> QUOTE - CONFIRMED - PAID - CANCELLED)

3. Reservation date in Connect&GO (Date of visit)

To sync these you will need to click on the details of your CRM engine (eye) then click the Reservation Fields mapping. Fields should be associated like this: 

 

As you can see there are fewer fields than for account but it is always important to be vigilant by selecting the right field that you want to sync between AC and Konnect.

Once you are satisfied click on “Update” and your reservation fields are now synced!

2. Reservation sync flow in Active Campaign

We have created a whiteboard below to illustrate how Konnect Sync with AC. We put all reservations in Konnect under the deals tab in Active Campaign.

A pipeline will be created in AC named Connect&Go; under that, a stage called “NEW” will be added where all the reservations/deals will appear. All these reservations will go under NEW regardless of their statuses. We believe this will give freedom to each tenant to automate their stages and deals the way they desire.

Warning: Double-check that the reservation stage setting is set to “Round Robin”

 

 

Within the details of the deals you can see that we push the following information:

• Deal title → Konnect’s Reservation ID

• Account → Konnect’s Company Name

• Deal Description → Product contained in a reservation

• Primary contact → Konnect’s Account of the user who made the reservation

• Deal Owner → This is the first on the list of Active Campaign’s users; it will always be the first because Konnect has no notion of users inside the CRM

• Reservation_status_connectngo → The status of the reservation (QUOTE - CONFIRMED - PAID - CANCELLED)

• Reservation_date_connectngo → Time-based product’s date of visit

• Notes → Public note (we do not support the private one since there is no added value)

 

Note: We do not support open tickets (not time-based) for an individual transaction.

For more details on our reservation V2 module please read: Reservation V2

3. Statuses

As a reminder we have 4 reservations statuses in Konnect:

• QUOTE: Quote is when a customer reserves with the tenant but no capacity was reserved or allocated because no money was taken.

• CONFIRMED: Confirmed is when a customer reserves with the tenant by putting in a deposit, therefore the system now allocates the reservation capacity to the end user/client.

• PAID: Paid is when the client pays the tenant FULLY and now the invoice is converted to a transaction which in return changes the client’s status into paid.

• CANCELLED: Cancelled is when a client decides to cancel their reservation from any state

Each time a status is updated in Konnect we will send an event to AC in order to update the information in there as well

It is important to understand that you will not have a date of visit under your contact sheet until the reservation changes from QUOTE to CONFIRMED or QUOTE to PAID. The reason for this is that QUOTE reservations are a verbal agreement and not a promise of a visit. The system does not allocate the availabilities to a reservation under quote therefore we do not see the importance of displaying a date.

PART 4: Troubleshooting your Active Campaign Sync

The first sync can be tricky especially if the tenant has used AC before. Here are some steps to follow:

1. Make sure the fields under BO → Configurations → CRM engines in your AC fields are correct.

   1. Base_url

   2. API key

   3. Opt-in List

2. Make sure the Account field and Reservation fields are mapped properly.

3. Make sure that the AC account of the tenant has its deals section set as Round Robin (Deals → Pipeline settings-> Assignment method)
   

4. If it still does not work, go to the BO → Customers → Accounts → Select All Accounts → Click the drop down and press “Sync Account to CRM” → Run action (play button)

    

If this still fails, please log a ticket with your CX team.

 

Note: When a customer account is put inactive or is anonymized in Konnect, no changes are currently made to the Active Campaign Contact. It is therefore necessary to ensure that the customer is unchecked from promotion before performing this type of action.