You will need to have access to Terminus Chat Experiences in order to use this integration. 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 + Eloqua Connection
- Creating the Terminus Chat External Activity
- Automatically Push Qualified Chats to Eloqua within Playbooks
- Import Eloqua Lists into Terminus Chat
- Manually Create Eloqua Contacts from Terminus Chat
The Terminus + Eloqua Integration for Chat Experiences allows users to:
- Push contacts to Eloqua: Manually or automatically push new contacts to Eloqua 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 + Eloqua Connection
In the Terminus Chat Administration panel, navigate to the Integrations page, and select Setup on the Eloqua integration.
You will then be prompted to log in to your Eloqua account.
Note: The user who establishes the connection must have administrative access to Eloqua.
Once you have successfully connected your Eloqua account to Terminus, you will see the “Eloqua Settings” screen. This is where you can configure the details of your Eloqua and Terminus Chat integration.
In the “Custom Data Mapping” section, you can map values/data elements to Eloqua Contact fields. Within the “Field” column for “Custom Data Mapping”, be sure to input the Eloqua database name and not the display name.
For example, for this field you would input “C_Test_Chat_Field1” and not “Test Chat Field”
Be sure to save these settings before closing.
Creating the Terminus Chat External Activity
Within Eloqua, navigate to Settings and select "External Activities" under the Database Setup section.
Select the "+" icon to create a new External Asset with the following parameters as outlined below.
- External Asset Type: Terminus Chat
- External Activity: Answered Chat, Miss Chat
Automatically Push Qualified Chats to Eloqua within Playbooks
Now that you have configured the integration, you can set up automatic pushes to Eloqua within your playbooks.
Note: Email address is a required field to create new Eloqua contacts.
Start by defining the rule of which conversations you want to push into Eloqua. Then, scroll to the “Push to Eloqua” section and turn on the toggle. You can select a campaign that you would like to add the contact to.
In this example, we are pushing all chats where the email address is known to Eloqua.
Once these steps are configured, all chats that meet the required conditions will be pushed to Eloqua automatically at the conclusion of the chat.
If a campaign is selected, you will be able to see two key activities in Eloqua for chats that meet your Concluding Play conditions:
1. Campaign Entry for the Chosen Campaign in the Concluding Play:
2. External Activity for the Chat Conversation:
Import Eloqua Segments into Terminus Chat
You can import an Eloqua segment 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 Eloqua integration.
On the Eloqua Settings page, scroll down to the bottom section called Eloqua Segments. This is where you can import the Eloqua segments that you’d like to use within your playbooks. Click Save.
Once imported, you can use Eloqua Segments in the playbook rules that you create. For more information on Terminus Playbooks and Chatbot creation, please see this article.
Manually Creating Eloqua Contacts from Terminus Chat
Terminus Chat users also have the ability to manually push contacts into Eloqua from Chat Views.
If a matching contact has not been identified in Eloqua, you will see a blue “Create Contact” button in the Eloqua section on the Visitor Information Panel in Chat Views:
After clicking on the “Create Contact” button, select that you want to “Create new Eloqua Contact”, confirm that all of the Contact Details are correct, select a campaign, and then click “Link” to push the information into Eloqua.