Where to Find Attendees in Salesforce
After connecting the Salesforce-Accelevents integration, new registrations post-integration should appear in your Salesforce account. Attendees should be added as leads or contacts, depending on your setup, and they will also be added as campaign members through an auto-generated campaign.
In this article, you'll learn where to find those registrants in Salesforce and what other changes happen to their lead or contact record when there are status and order updates.
If you still need to integrate, follow the steps in this article to set up the Integration to Export Event Data from Accelevents Into Salesforce.
Important Step: Deactivate the Duplicate Rules in Salesforce
The default duplicate rules in Salesforce should be INACTIVE to ensure all registrants are exported to Salesforce.
If the rules are active, it will not export registrants with a matching cross-record (lead selected as record type; the match is a contact). Example:
Setup: Lead as Record Type
Scenario: The registrant has a matching email address with an existing contact in Salesforce.
ACTIVE Duplicate Rules Behavior | INACTIVE Duplicate Rules Behavior |
The registrant will not be exported to Salesforce, and the existing contact will not be updated. | The registrant will be exported to Salesforce as a new lead. |
Locate Registrants in Salesforce
Depending on your setup, registrants will be added as leads or contacts to your Salesforce account.
Access the Leads or Contacts List
Login to Salesforce
Click the menu icon
Search for sales
Click Leads or Contacts
You should be able to see the registrant in the list
Access the Campaigns List
After the first registration post-integration setup, an auto-generated campaign will be created in your Salesforce account. The campaign name will be the name of your event, and when you open it, you'll see the registrants added as campaign members.
In Salesforce, click the menu icon.
Search for sales
Click Campaigns
Select the campaign (your event name)
Click View All under Campaign Members to see all the registrants for that event.
Note: When the campaign is generated, these fields are also automatically created in your Salesforce account:
Event URL
Organizer Name
Subscriber State
Attendee Registration Status in Salesforce
To know if the registrant has already attended the event, you can open the campaign member record (not the lead or contact record) through the Campaigns tab in Salesforce. The Subscriber State field will show you the status of whether they are only registered for the event, if they've checked in, or if their ticket was refunded or deleted.
Click the Campaigns tab
Open the campaign (event name)
Click Campaign Members
To see the member details, click the name.
Check the Subscriber State field.
REGISTER - they have not entered the event
ATTEND - they have entered the event
REFUNDED - they were fully refunded
PARTIALLY REFUNDED - they were partially refunded
CANCELED - the ticket has been deleted or canceled.
Notes:
If you're importing registrants from Salesforce to Accelevents, those registrants will not appear in the auto-generated campaign. If you want to monitor in Salesforce whether these imported registrants have checked in to the event, you can add them to the campaign manually, and their Subscriber State field should update as "ATTEND" once they check in to the event.
If you have enabled the toggle to Create a new contact or lead for every ticket holder is turned on, it will also create a new member if the ticket holder buys another ticket.
If you have enabled the toggle to Create a new contact or lead when the ticket holder's email address is updated in the order, the old member will be removed from the campaign when the email address is updated in the order, and the new member will be added to the campaign.
Both tickets and add-on purchases can be synced with Salesforce.
Managing Matching Records in Salesforce
On the topics above, we learned that a new lead or contact is created if the registrant is nonexistent in Salesforce. Below, we will discuss what happens when a matching record exists in Salesforce.
Matching Criterion
The criterion for matching is only the email address, and it will only search for matching linear records (search leads if lead was the selected record type and search for matching contacts if contact was the selected record type). When a match is confirmed, it will update the record's additional mapped fields and retain the record's original first and last names.
Here are the scenarios you may encounter when there is an existing matching record and the expected behavior.
Scenario | Behavior |
The registrant buys another ticket | The matching record is updated. |
The registrant matches with 2 records | The most recent record created is updated. |
The registrant matches with a cross-record | A new linear record is created. |
The registrant matches with 1 linear record and 1 cross record | The matching linear record is updated. |
Changes in the Order in Accelevents
To ensure that changes in the ticket holder information in Accelevents will also update the contact or lead record in Salesforce, these are the conditions:
The contact or lead must be a campaign member
The Order Id and Ticket Id must be mapped
The Order Id and Ticket Id must be known in the contact or lead record
If you miss any of the items above, the information may not be updated, or it may update the incorrect contact or lead record (e.g., contacts with the same email address)
Notes:
It will update the mapped fields, including name and email.
If you have enabled the toggle to Create a new contact or lead when the ticket holder's email address is updated in the order, the old member will be removed from the campaign when the email address is updated in the order, and the new member will be added to the campaign.
Changes in the Salesforce Contact or Lead Record
If changes are made to the Salesforce record, the order in Accelevents will not be updated. If you want it to be 2-way, you'll need to set up the integration to export data from Salesforce to Accelevents, and apply the same conditions above when updating orders in Accelevents.