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Integrating data from CRM platforms

Ahmed Boghdady
Updated

Integrating data from CRM platforms

As an administrator, you can automatically sync profile information between your CRM (customer relationship management) database and mCommons by using a standard out-of-the-box sync or working with the mCommons API to build out custom integrations with your CRM system.

For more information, see Setting up data syncs and Working with data syncs.

Note: You must have Administrator access to set up data syncs in mCommons. Contact your mobile strategist or Technical Support, who will work with you to configure the data sync with your supported CRM system.

Data sync types

There are two types of data syncs, which determine the records that are updated:

  • Liberal sync: Data is synced in both directions, regardless of the opt-in status in your CRM system.

  • Conservative sync: Data is updated only for those records with an opt-in status of true in your CRM system.

Data sync updates

Data syncs update profile information (such as name, email, mobile number, and address) between mCommons and your CRM system. In almost all cases, mCommons requires an email address for each user profile.

The mCommons data set and your CRM database are both updated on a regular basis:

  • mCommons checks for updates nightly, processing all recent updates from your CRM during overnight hours.

  • Any new opt-ins or opt-outs from mCommons are synced to the CRM every five minutes during the day.

Once user records are synced, the record number from the CRM system is added to the Constituent ID field in the mCommons user profile and serves to identify records across both systems.

Note: The Constituent ID is required for data syncs.

Data sync paths

When a new user opts in or an existing user adds a mobile number, mCommons updates user records in both databases, according to the type of data sync you have enabled for your CRM system. For more information, see Data sync types.

Path 1: User texts to your organization

When a user texts to your organization, mCommons compares the information in the text against your database:

  • If the user’s record is found in your database, mCommons updates it with the mobile number and then updates mCommons with any additional information (for example, name and address).

  • If the user’s record is not found in your database, mCommons adds the user profile. Some syncs additionally support sending an automated email to new subscribers.

Path 2: User opts in through your existing CRM

When a user with a valid mobile number opts in through your existing CRM system, the new user record is imported into mCommons as a deferred subscription during the overnight hours. The welcome message and opt-in path subscription will be processed according to the recipient's time zone setting starting at 12:00 pm ET the next day.

Note: The new user is not shown as an active subscriber until they are subscribed to an opt-in path.

Messages to the new subscriber are sent between 12:00 pm and 5:00 pm in the time zone recorded in that user's profile. You can choose to opt in all users with a mobile number or just those users who opt in by selecting a sign-up for text alerts checkbox on a web form.

Note: To ensure that users receive only those messages they have opted in to receive, mCommons sets a flag in your CRM to indicate whether or not a user is opted in to mobile messaging. This field is updated immediately when the user opts in and again when they opt out by texting STOP.

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