Support Center

Automatic Subscriptions

Automatic subscriptions give you the possibility of enabling rules to add (or delete) Salesforce contacts or leads from subscriber lists when they meet certain criteria. So when a contact or lead record is created or changed, and it matches your rule criteria, it will instantly trigger the rule.   Automatic subscriptions have been designed as a simple solution, it worth noting our import wizard can often be a better solution as it gives greater control, combines key features like custom field mappings and runs as a separate job and therefore is far less likely to have any conflicts. Automatic subscription rules relate to a Subscriber List. You can set up different rules per subscriber list.  


To get started with automatic subscriptions:

  1. Go the subscriber list you want to work within Salesforce
     
  2. Click on the Subscriber Rules option
     
     
  3. You can choose between four different rule actions - Add Contact, Add Lead, Delete Contact, Delete Lead.  Once you have selected the rule you want to work with click edit.
     
  4. Enter a rule name and optionally a description.
     
  5. If you selected to add to a subscriber list, below Evaluation time choose when you want the automatic subscription rules to run.
     
  6. You can enable the rule by clicking on the Subscriber Rule Status. You will also be prompted to do this when saving a rule if it is disabled.
     
  7. Rule Criteria is optional you could save a rule and it would trigger without criteria.  So for example, if you had an add contact rule with no criteria every time a contact record was updated (depends on the evaluation time) the contact would be added to the list. 

    However, if you wish to only add a certain type of record, for example, a record that was created today you would need to apply rule criteria. 
     
  8. By default rule criteria created are AND together. So if you have more than one rule criteria the record needs to meet all conditions. Rule Logic allows you to change this so you could use OR. You can also use a combination of AND / OR. To define more complex relationships, use Salesforce's filter logic.
     
  9. To help establish if your rule would bring back the correct records you can click the Preview Rules button. This queries Salesforce based on your rule criteria and brings back example records.  Within the sample, you can search to find a specific record.
     
  10. Once you are happy with your rule you can click Save. You will also be prompted to enable the rule when saving if it is disabled.  
     
  11. Optionally you can Preview Rules to check the rule is correct.
     
  12. In addition, again optionally, you can choose to retrospectively run the rule.  This will trigger a process to run the rule against all contact or lead records depending on which rule you are viewing.

In addition to contacts and leads, if you want Account changes to also trigger automatic subscriptions. To this go to our general settings tab in Salesforce and select the sync settings option. Under Advanced Settings enable Enable Salesforce Account trigger for Campaign Monitor actions.

 

Troubleshooting

It is possible for your rule to be correct but it not firing when a record meets the criteria.  Typically this might happen if Campaign Monitor is not responsive.  Subscriber rules are trigger-based so they only fire when a record is created, edited or both (depending on how you have set up the rule).  Other issues could be due to permissions or a conflict with custom code or processes already in your Salesforce Org.  Our import wizard can act as an alternative to subscriber rules or act as a safety net.  It is not trigger based and can be scheduled to run every hour of every day.  It runs as the user that set it up so permissions should be a non-issue.

Below is a list of other tips that might help resolve the issue.
  1. If the problem is limited to one record (contact or lead) try editing and saving it to trigger the subscriber rule to fire again.  
     
  2. If many records are affected go the subscriber list you want to work within Salesforce and click on the Subscriber Rules option.  Choose which rule you need to trigger and click on the retrospective run.  This process will check all records that meet the criteria and add them to the list.  It worth noting usual rules apply so we will check to make sure the email address is not duplicated, it is valid, not on a suppression list.
     
  3. If the person that has created or edited a record, which should cause the rule to fire, does not have our standard permission set then the trigger will not work.  It worth checking your users have our standard permission set, this article shows how. 
     
  4. If you have a Salesforce Site user created or editing records that should trigger the rule it is likely the problem is down to permission sets.  As above locate the site user and assign our standard permission set.
 

Questions

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