Track Manual sends in Salesforce Campaigns

Set up Campaign Member Status Mapping

1. In Reachdesk, open the relevant Campaign and navigate to the Sync section.

2. Select the target Salesforce Campaign.

3. Click Setup Member Status Mapping.

4. Map your Reachdesk events to Salesforce Campaign Member Status values.

Note: The available statuses differ by gift type:

• eGifts: Sent, Opened, Clicked, Claimed.

• Physical Gifts: Processed, Shipped, Returned, Delivered, Donated, Cancelled.

Automated Campaigns (Salesforce-based triggers)

Who can use this

Automated Campaigns are available to Reachdesk Admins and Campaign Managers.

Common examples of triggers

• Closed Won: Send new customer onboarding gifts.

• Lead Score increase: Trigger direct mailers.

• Event/Webinar attended: Send eGifts after events.

• Renewal: Reward long-term loyalty.

Syncing Gift Spend to Salesforce

Admins can sync total gift spend to custom currency fields on the Contact, Lead, or Campaign Member objects:

1. Create a custom Currency field in Salesforce on the desired object.

2. In Reachdesk, go to Settings > Integrations > Salesforce > Advanced Options.

3. Enable Sync campaign cost and enter the API names of your custom Salesforce fields.

Reporting in Salesforce

ROI measurement

Reachdesk provides an unmanaged Salesforce package featuring pre-built reports and dashboards to help you visualize:

• Opportunity revenue & influenced pipeline.

• Meeting generation.

• Influence by rep.

To install this package, please contact your Client Success Manager for the installation link and password.

System architecture (high level)

How the integration exchanges data

• Data in to Reachdesk: Contact data used to pre-fill send details.

• Data out to Salesforce: Activity logging (tasks), delivery status, and campaign member updates.

How users connect

Each Reachdesk user connects their own Salesforce account via OAuth from Settings > Integrations. This ensures that activity is logged as being completed by the correct user in Salesforce.

Frequently Asked Questions

Integration Setup

How easy is it to integrate? 

The Reachdesk <> Salesforce integration uses an OAuth 2.0 connection, established on a per-user basis. It’s a straightforward process where you authorize Reachdesk to communicate with your Salesforce instance.

Do I need a Salesforce admin to set up the integration?

Not necessarily. Each Reachdesk user connects their own account. 

However, you’ll need your Salesforce admin to ensure your profile has the following permissions:

• Create and manage Salesforce Campaigns.

• Edit Campaign Member Statuses.

• Edit Tasks/Activities.

Data Mapping and Supported Fields

Do you map to custom fields? 

Yes. Reachdesk can read custom fields to use as triggers. These fields can live on the Lead, Contact, Campaign, or Opportunity objects.

• Important: We don't currently support custom fields inside e-gift card emails.

Do you map to Salesforce campaigns? 

Yes. You can map Reachdesk campaigns to Salesforce Campaigns to keep your reporting in sync.

Should I map one Reachdesk campaign to one Salesforce campaign (or many-to-one)? 

You can do either, but we recommend a 1:1 mapping for the cleanest reporting on ROI, delivery rates, and claim rates. Mapping many Reachdesk campaigns to one "Parent" Salesforce campaign is simpler but makes it harder to see which specific initiative is driving results.

Which fields are mapped between Reachdesk and Salesforce? 

To power sends and automated campaigns, Reachdesk reads and maps the following standard identity and address fields:

• First Name: FirstName

• Last Name: LastName

• Company: Company (Lead) or Account (Contact)

• Email: Email

• Address: Street, City, State, PostalCode, Country

Salesforce Read/Write Behavior

What information does Reachdesk write to Salesforce?

• Salesforce Campaigns: We update Campaign Member Statuses (e.g., from "Sent" to "Delivered").

• Tasks: We log activity directly to the Lead or Contact record.

• Spend Data: (Optional) If you enable "Sync campaign cost" Reachdesk will update custom currency fields on the Lead, Contact, or Campaign Member.

  • Prerequisite: You must set a Default Currency in Reachdesk (Organization > Settings) for this to work. Reachdesk won't overwrite existing data; it only populates the designated spend fields.

Which objects do you log tasks to? 

Per our current configuration, tasks are logged only at the Lead and Contact level. We don't currently support logging tasks directly to Account or Opportunity objects.

Syncing & API Logic

How does Reachdesk "identify" itself when writing to Salesforce? 

It depends on the action being taken:

• Task Logging: Tasks are written using the individual user’s Salesforce OAuth connection. If a user hasn't connected their Salesforce account, their sends won't be logged as tasks.

• Campaign Status Syncing: These updates (e.g., "Gift Claimed") are handled by the central Integration User configured in your Org settings. If a recipient wasn't originally synced from Salesforce, Reachdesk uses an Email matching fallback to find the correct Lead/Contact and update their status.

How quickly does the sync happen? 

Updates to Tasks and Campaign Member Statuses are usually near-instant. In some cases, depending on Salesforce API traffic, it can take up to 15 minutes.

Can I backfill campaign member statuses if I set up my mapping after gifts were already sent?

If you realize you forgot to map a status and need to update historical data for gifts that have already arrived, please reach out to support@reachdesk.com for assistance with a manual backend sync to ensure your Salesforce reporting is accurate and up to date.

How often does Reachdesk call the Salesforce API for automated campaigns? 

For automated campaigns, Reachdesk calls the Salesforce API twice per hour to check for new records that match your defined trigger criteria.

Notifications

I sent a campaign and I’m getting lots of email notifications. Is this normal? 

Yes. The connector user used to send a Reachdesk campaign may receive email notifications that the campaign was sent and (for physical gifts) delivered. These are standard Salesforce activity notifications.

Troubleshooting

People aren’t being added to my Salesforce campaign. Why?

• Status Mapping: Check your "Status Mapping" settings in Reachdesk to ensure the Salesforce statuses match exactly.

• Recipient Existence: The Lead or Contact must already exist in Salesforce. Reachdesk will not "create" a new record in your Salesforce instance if it doesn't already exist.

Reachdesk tasks show as “Call” under Task Type. Why? 

Reachdesk doesn't map values to the "Task Type" field. This is governed by your Salesforce organization's default task settings. You should consult your Salesforce admin to adjust your default task configurations.