Marketo Integration for Chat Experiences: Setup Guide

Prerequisites

You will need to have access to Terminus Chat Experiences in order to use this guide.  If you do not have access to Terminus Chat, please reach out to your CSM to discuss your packaging. 

Article quick links:

• Establishing the Terminus Chat Experiences + Marketo Connection
• Create a Terminus Chat Custom Activity in Marketo
• Create a Smart List to Capture Terminus Chat Leads (optional)
• Automatically Push Qualified Chats to Marketo within Playbooks
• Import Marketo Lists into Terminus Chat

Feature Details

The Terminus + Marketo integration for Chat Experiences allows users to:

• Push leads to Marketo: Manually or automatically push new leads to Marketo from chat, complete with any custom data that you map / passed through based on visitor activity.
  
• Have real-time look-up or enrichment of the visitor data before, during or after a conversation (for example: domain or email).

Establishing the Terminus Chat Experiences + Marketo Connection

Step 1

In the Terminus Chat Administration panel, navigate to the integrations page, and select Setup on the Marketo integration.

 

 

Step 2

Enter your Marketo Client ID, Client Secret and Marketo API (Identity) URL. Click here for Marketo documentation with more details about these credentials.

 

 

Ensure that the API User used has the appropriate level of access. 

 

 

Once you have successfully connected your Marketo account to Terminus, you will see the “Marketo Settings” screen. This is where you can configure the details of your Marketo and Terminus Chat integration.

 

 

Step 3

Input “Terminus Chat” as the Chat Activity Name. The next section walks you through building this Custom Activity in Marketo.

 

 

Step 4

In the “Custom Data Mapping” section, you can map values / data elements to Marketo Lead fields. Within the “Field” column for “Custom Data Mapping”, be sure to input the API name.

 

For example, for this field you would input “AnnualRevenue” and not “Annual Revenue”

 

Step 5

Be sure to save these settings before closing.

 

 

 

Create a Terminus Chat Custom Activity in Marketo

Step 1

Under the admin tab, navigate to Marketo Custom Activities.

Step 2

Select New Custom Activity.

Step 3

Use the Display Name to Terminus Chat, which will automatically populate the API Name with terminusChat_c. The API Name must be terminusChat_c to pull in the correct data.

 

Step 4

Add a description. We recommend “A lead interacts with Terminus Chat”. Click Next.

 

 

Step 5

Add a Filter and Trigger name. We recommend “Chatted with Representative” for the Filter and “Chats with Representative” for the Trigger. Click Next.

 

 

Step 6

Set the primary field as “Terminus Chat”. This will auto-populate the API Name. Click Submit.

 

Step 7

Within your new Custom Activity, navigate to the “Fields” tab to add the “Transcript” and “Link” fields:

 

 

Step 8

At the top, select Custom Activity Actions and then Approve Activity.

 

 

Step 9

Confirm that within the Marketo Settings in Terminus Chat, the Chat Activity Name is set as “Terminus Chat”.

 

Create a Smart List to Capture Terminus Chat Leads

Step 1

From the home screen, navigate to Lead Database.

 

Step 2

Scroll down and select New Smart List.

 

 

Step 3

Select Group Smart List in the sub-navigation and add the desired list name and description.

 

 

Step 4

Within the Smart List, on the right-hand side, scroll to the Custom folder and drag over the filter named Chatted with Representative.

 

 

Step 5

Set the first condition as “Terminus Chat is not empty”. This will capture all chats. Next, set the time duration you’d like to create a list based on.

 

 

This list will now capture all leads with chat activity during the time duration that you selected. You can then leverage this list to create a program for people who have interacted with chat in the duration of your choosing.

 

Automatically Push Qualified Chats to Marketo within Playbooks

Now that you have configured the integration, you can set up automatic pushes to Marketo within your playbooks.

Start by defining the rule of which conversations you want to push into Marketo. Then, scroll to the “Push to Marketo” section and turn on the toggle.

 

 

Once these steps are configured, chats that meet the required conditions will be pushed to Marketo automatically at the conclusion of the chat.

 

Import Marketo Lists into Terminus Chat

You can import a Marketo List to use for Playbook Targeting and other rules within your playbooks.

In the Terminus Administration panel, navigate to the Integrations page and select Configure on the Marketo integration.

 

 

On the Marketo Settings page, scroll down to the bottom section called Marketo Lists. This is where you can import the Marketo lists that you’d like to use within your playbooks. Click Save.

 

 

Once imported, you can use Marketo Lists in the playbook rules that you create. For more information on Terminus Playbooks and Chatbot creation, please see this article. 

 

Example

Here’s an example of how to include Marketo Lists within Playbook Targeting rules. In this example, we will configure a playbook to target those in a Webinar Registrations Marketo List.

Add a new rule and choose Marketo List as the type.

 

Choose “In List”, meaning that the visitor belongs to one of the lists that you are going to specify.

Next, click into the Add Marketo List input box. You will then be able to choose any of your imported Marketo Lists to add to this rule.

 

Tip: Don’t forget to add a personalized proactive message!

Once these steps are complete, this playbook will only be presented to those who are included in the Webinar Registrations List: