Routing - LeanData - Outreach Flowbuilder Integration

Contents:

• Overview
• Setting up LeanData-Outreach Integration
• Prerequisites
• Steps to Implement
• Enabling Outreach-Salesforce Sync
• Authorizing Outreach Access in LeanData
• Outreach Sequence & Mailbox Setup
• Add to Sequence Node in FlowBuilder
• Monitoring and Troubleshooting
• Appendix

Overview

Customers who utilize both LeanData and Outreach can initiate Outreach actions within LeanData’s FlowBuilder interface.

Features

• Add Prospect to Sequence in Outreach
• Select Mailbox for automated emails

Please contact your LeanData Customer Success Manager to enable this integration.

Setting up LeanData-Outreach Integration

Prerequisites

• Joint Customer of LeanData and Outreach
• Outreach-Salesforce sync enabled (see below for directions to enable your Salesforce-Outreach sync and view this Outreach support article for user / system requirements)
• Salesforce field creation for Lead / Contact and User

Steps to Implement

1. Enable Outreach-Salesforce Sync
   • Field Creation and Updates Out
2. Authorize Outreach with LeanData (Salesforce Admin must complete this step)
3. Set Node Conditions
4. Add Node(s) to Graph
5. Review Edge Options

Enabling Outreach-Salesforce Sync

The Outreach-Salesforce Sync must be enabled in order for the integration to function. The integration utilizes custom field mappings to determine the corresponding records in Outreach and Salesforce.

• Outreach → Salesforce: Outreach records sync to Salesforce every 60 seconds or less
• Salesforce → Outreach: Salesforce records sync to Outreach at a configured time interval. Users can set the frequency to as small as 1 minute - note that this will use more API calls.  The limit for Outreach API calls is 5,000 per user, per hour.
• Outreach Sync Settings are described in full in the Outreach & CRM Connection Overview.

Enabling Outreach Salesforce Sync

• Log into the Salesforce instance that you’d like to connect with Outreach 
• In Outreach, click on the gear icon near the bottom left corner.
• In the menu, under Integrations, click CRM.
• Select Salesforce.

• In the Salesforce Access modal that pops up, click Allow.

Lead Sync Settings:

• In Salesforce, create a text field on the Lead with 255 characters.  Give it a unique label, such as “Outreach Prospect ID.”  Mark the field as read-only on the Page Layout. 

• In Outreach, in your Salesforce integration page, click Lead.
• In the Set field mapping section, click Add Mapping.
•  
•  
• In your new field mapping, on the left side, under Select Salesforce field, select the Salesforce field you created in the step above (i.e. "Outreach Prospect Id"). Select the Update box next to the Salesforce field.
• On the right side, under Select Outreach field, select ID (Outreach Internal)
• 
•  
• In the Set Sync Frequency section, under Pushing, check the box to Automatically push changes to Salesforce.
• 
•  
• You may configure the remaining settings however you wish, but LeanData recommends the following Sync Settings:
  • Polling: Automatically, check for updates every 5 minutes.
  • Set Object Syncing:
    • Outbound Create - OFF
    • Outbound Update - ON
    • Inbound Create - ON
    • Inbound Update - ON

• • Advanced Settings Tab:
    • Sync data down after manual create inside Outreach - OFF
    • Inbound Messages - OFF
    • Outbound messages sent outside Outreach - OFF
    • Outbound Messages sent within Outreach - OFF

 

Contact Sync Settings:

• In Salesforce, create a text field on the Contact with 255 characters.  Give it a unique label, such as “Outreach Prospect ID.”  Mark the field as read-only on the Page Layout. 

• In Outreach, in your Salesforce integration page, click Contact.
• In the Set field mapping section, click Add Mapping.
•  
•  
• In your new field mapping, on the left side, under Select Salesforce field, select the Salesforce field you created in the step above (i.e. "Outreach Prospect Id"). Select the Update box next to the Salesforce field.
• On the right side, under Select Outreach field, select ID (Outreach Internal)
• 
• In the Set Sync Frequency section, under Pushing, check the box to Automatically push changes to Salesforce.
• 
• You may configure the remaining settings however you wish, but LeanData recommends the following Sync Settings:
  • Polling: Automatically, check for updates every 5 minutes.
  • Set Object Syncing:
    • Outbound Create - OFF
    • Outbound Update - ON
    • Inbound Create - ON
    • Inbound Update - ON

• • Advanced Settings Tab:
    • Sync data down after manual create inside Outreach - OFF
    • Set stage on related opportunity - OFF
    • Inbound Messages - OFF
    • Outbound messages sent outside Outreach - OFF
    • Outbound Messages sent within Outreach - OFF

User Sync Settings:

• In Salesforce, create a text field on the User object with 255 characters.  Give it a unique label, such as “Outreach User ID.”  Mark the field as read-only on the Page Layout. 

• In Outreach, in your Salesforce integration page, click User.
• In the Set field mapping section, click Add Mapping.
•  
• In your new field mapping, on the left side, under Select Salesforce field, select the Salesforce field you created in the step above (i.e. "Outreach User Id"). Select the Update box next to the Salesforce field.
• On the right side, under Select Outreach field, select ID (Outreach Internal)
• 
• In the Set Sync Frequency section, under Pushing, check the box to Automatically push changes to Salesforce.
• 
• You may configure the remaining settings however you wish, but LeanData recommends the following Sync Settings:
  • Polling: Automatically, check for updates every 24 hours.
  • Set Object Syncing:
    • Outbound Create - OFF
    • Outbound Update - ON
    • Inbound Create - ON
    • Inbound Update - ON

• • Advanced Settings Tab:
    • Sync data down after manual create inside Outreach - OFF
    • Create associated contacts, leads and accounts when syncing into Outreach - OFF

User Sync Notes:

• Syncing: 
  • Upon installation and first time mapping, Outreach may need a force a sync to update the User Outreach IDs.  
    • To force a sync, click the gear icon in the lower left, then under Users & permissions, select Users.
    • Select all the users, then click the three dots at the top of the list, then click Synchronize with Salesforce.

• • • In the options that follow, select Push data up to CRM, and Force sync of all fields for selected users. Then click Sync.

• • • • Note: For Sync Settings, Inbound Create and Update are required if you want changes in Salesforce to sync back to Outreach, including creations and updates.

• Errors for Salesforce-Outreach Sync: 
  • If the owner of a Salesforce record is not in Outreach, the Prospect record cannot be created. Turn on Inbound Create on Users to auto create Locked Users in Outreach.  
  • Outreach does not create a new Prospect record if one already exists with the same email address.
  • Outreach requires an email address on the Lead / Contact record if there is an email step in the Sequence.

Authorizing Outreach Access in LeanData

In order to enable this integration, the Salesforce Admin must authorize LeanData’s access to your Outreach instance.  Please navigate to LeanData  > Integrations > Outreach Tile > Get Started.

• Once on the Outreach Integration page, enter your field mappings for the fields you created on the Lead, Contact, and User objects for Outreach IDs.
  
  • The Lead, Contact, and User field mapping is required. Account field is optional. If you are not using any of the objects for Routing, please create a placeholder field for the object for mapping purposes.
  • If the mapping is incorrectly configured (e.g. the wrong Lead field is mapped to an Outreach field), LeanData will mark it as an error and revert back any actions in the path for the record.
• Click Authorize Outreach.

• Note: You must have a LeanData Remote Site created, and the User authorizing the tool with LeanData must have the ability to edit Remote Site Settings.  Please ensure this user has Modify All Data or Customize Application permissions.
• Authorize LeanData to create a remote site for your Outreach integration and click Continue.

• If prompted, log into your Outreach instance.

Outreach Sequence & Mailbox Setup

• To add a Prospect to a Sequence in LeanData FlowBuilder, the sharing setting for that sequence must be set to Others can see it and use it.  
  • Note: Before publicly sharing the Sequences, confirm there is no sensitive information being exposed to employees via Sequences.

• Mailboxes must be enabled for all users sending automated emails in Outreach. 
• In Outreach, click your initials in the bottom left corner > Personal Settings > Mailboxes  > Set up Account > Select the Email Provider. Fill out your details.
• Under Sending and syncing, toggle on Enable sending messages from this mailbox and Enable syncing messages from this mailbox. 

Add to Sequence Node in FlowBuilder

You can add an Add to Sequence Action Node from the Integrations > Sales Engagement > Outreach Section in the FlowBuilder interface.

Within the Add to Sequence Node, there are a few configurable options.

Sequence Assignment: You can select any Public Sequence (any Sequence marked as Others can see it and use it) from Outreach. If you create Outreach Sequences while you are in a LeanData session, you can refresh the Sequences to update the list. 

Mailbox for Email Delivery: This designates the user mailbox “sending” automated emails in Sequences. The “From:” field will display the Outreach user’s default mailbox email address in the automated emails.

• Lead or Contact Owner: this will set the Salesforce record owner as the sender in emails. Ensure that all potential Salesforce record owners have Outreach user accounts and Mailboxes enabled. 
  • V1 of this integration does not accommodate Queues as Salesforce record owners
• User Field on Lead or Contact: this will set the Salesforce user populated in the designated Salesforce User field as the sender in emails. 
  • To set the sender as the Outreach Prospect Owner, map the Owner field in Outreach to the Owner field in Salesforce. Visit Settings > Plugins > Salesforce > Lead and Contact > Fields > Map Prospect “Owner” to a Salesforce field on the Lead and Contact > Check “Updates Out.”
• Specific User: this will display a list of all Outreach Users with Mailbox Send and Sync enabled. If you create or enable Send / Sync for new Outreach users while you are in a LeanData session, refresh to update the list of available user mailboxes.

Notes: 

• Convert Lead + “Add to Sequence” Behavior: When a Lead is successfully converted to a Contact, LeanData will add the related Contact to the designated Sequence.
  • If utilizing the Convert Lead node, ensure the mapping of Salesforce fields to Outreach fields in LeanData Partner settings is complete for Contacts.
• “Merge Dupe” + “Add to Sequence” Behavior: LeanData will NOT add the Prospect to a Sequence if a “Merge Dupe” node is in the same path as the “Add to Sequence” Node.

Node Placement & Edge Options 

Node Placement: Depending on sync direction, different triggers or conditions should be utilized with the “Add to Sequence” node.

• Salesforce > Outreach: If your sync settings are set up where Leads or Contacts are created in Salesforce then synced over to Outreach, use the “Updated Lead / Contact” trigger node or condition of “Outreach Prospect ID” as has changed / is not null. 
• Outreach > Salesforce: If your sync settings are set up where Prospects are created in Outreach then synced over to Salesforce, use the “New Lead / Contact” trigger node or the condition of “Outreach Prospect ID” is not null.
• Salesforce <> Outreach: If bi-directional sync is on, then configure using both of the options above.

Edge Options: Users have the ability to choose the next node LeanData should move onto if there’s one of the below errors

• Configuration Error: the authorization for Outreach is invalid
• Missing Prospect ID: the Outreach ID is missing on the Lead or Contact
• Missing User ID: the Outreach ID is missing on the User (the user for mailbox selection)
• Queue Owner: the record is Queue-owned and the mailbox selected is the Lead / Contact Owner 

 

Monitoring and Troubleshooting

Audit Logs

Outreach actions are included in LeanData Audit Logs

In some cases, LeanData cannot perform the requested actions in Outreach.  

Audit Log Filters: You can filter your Audit logs by the Outcome of the Outreach action, specifically: Outreach - Success (Outreach), Pending (Outreach), Error (Outreach). Note that the Error (Fallback) Outcome filter will not show any Outreach Fallback errors at this time.  

Pending (Outreach): If LeanData cannot perform the requested action in Outreach, we will try again after the amount of time set in your Partner App settings.  At that point of time, the record will be set to “Pending” in the Audit Logs.  Records will remain in the “Pending” state until ultimate failure or success. 

Error (Outreach): After six retries, LeanData will mark the records as an error for the Outreach portion of the Path in the Audit Logs.  

• Both Pending records and Error records will display the audit trail of each attempt to complete the action.  

• If LeanData follows an edge (ex: Queue Owner), it will mark the node in the Path as an Error and will not show an error message in the Outcome column
• If LeanData cannot perform the requested action because of misconfigured settings (ex: incorrect field mapping on the LeanData set up for Outreach) or unexpected issues, we will revert back any changes made on the record in the path.
• If LeanData cannot perform the requested action because of a callout error, only the action of adding a Prospect to a Sequence will fail.

LeanData Partner Logs Report 

Visit Reports > LeanData Reports > LeanData Partner Logs Report to view a summary of all callouts in Salesforce reports. 

• Action Type: the type of Partner node used (“Add to Sequence” for this integration)
• Node Name: the customizable name on the Outreach node
• Response Status Code: the callout status
  • 200: Callout succeeded
  • 0, 300, 400: Callout failed
  • Blank: Pending  
• Target Object: the object acted upon
• Callout History: displays all responses from the callouts (includes success and failures)
• Callout Duration in milliseconds: Callout end time - Callout start time
• Total Callout Duration in milliseconds: the entire length of time it took to process the request
• Failure Reasons: reason(s) the callout failed
  • Token is not valid
  • Partner not authorized
  • Object has been deleted
  • Object has been merged
  • Retry attempt exceeded
  • Log length hit

The “LD Read Only” Permission Set must be added to any users who would like to access this report.

Notes:

• Rate Limits are 5,000 requests per user per hour
• Only fields mapped in the “fields” section of the Outreach Plugin Settings will be pushed to Salesforce.
• LeanData will wait for up to 30 seconds to accumulate callouts before running a batch to perform Outreach Actions. LeanData will track the readiness of the callout before initiating the callout batch. 

Troubleshooting

Below is a list of common errors and reasons an action may be in a pending / error state:

Error Description	Troubleshooting Steps
Unauthorized OAuth Scope for Outreach	1. Determine the user authorized for the LeanData Outreach integration under Admin > Partner Apps > Outreach 2. Ensure their scope is set to sequences.all, sequenceStates.all, mailboxes.all, prospects.all
Unauthorized Request in Outreach	1. Determine the user authorized for the LeanData Outreach integration under Admin > Partner Apps > Outreach 2. In Outreach, navigate to User Admin > Profiles > Profile of User who authorized integration and check that these options are enabled - Administration: Permit Plugins - Record Visibility: Permit all record visibility for Prospects, Accounts - Sequences: Permit Create, Edit, Enable Sequences, Sharing Sequences - Mailboxes: Send from all records
Resource Not Found in Outreach	1. Check the Outreach node in FlowBuilder for the mailbox settings. - If it's configured to Salesforce record owner, check the record owner name and whether they have a user record in Outreach 2. Check the Salesforce record in question for an Outreach ID populated (If not, that means the record was not created in Outreach or did not sync back to Salesforce). 3. Ensure nodes are correctly placed.  See the Node Placement steps for more details. For Outreach ID:  1. Check the Salesforce Plugin Settings in Outreach 2. Ensure the Outreach (Internal Id) is mapped to a field in Salesforce and that "Updates Out" is enabled for all objects (User and Lead/Contact).   3. Check the Outreach Settings for Polling Frequency for all objects.     4. Check the LeanData Partner App settings for Outreach and the same field mapping is configured. If it still fails, contact [e-mail] for assistance on the Sync.
General Outreach Validation Error	1. Details on custom validation errors set up in your organization that block additions to Sequences will be listed on the error message.  Take action in accordance with your organization policies.
Prospect already targeted in Outreach	1. The Sequence Ruleset Safety Settings blocked the addition of this Prospect to the Sequence. Customers need to update the "Prospect can be added to this sequence" field. * Note that any Sequence on this Ruleset will also be affected so this change should not be taken lightly.
Prospect still active in Sequence	1. The Sequence Ruleset Safety Settings blocked the addition of this Prospect to the Sequence. Customers need to update the "Prospect can be added to this sequence" field. * Note that any Sequence on this Ruleset will also be affected so this change should not be taken lightly.
Prospect active in another Outreach sequence	1. The Sequence Ruleset Safety Settings blocked the addition of this Prospect to the Sequence. Customers need to update the "Should active prospects be exclusive to this sequence?" to the "Yes, but only for exclusive sequences" option on the Sequence the Prospect is already lined up in. * Note that any Sequence on this Ruleset will also be affected so this change should not be taken lightly.
Prospect active in another exclusive sequence	1. The Sequence Ruleset Safety Settings blocked the addition of this Prospect to the Sequence. Customers need to update the "Should active prospects be exclusive to this sequence?" to "Yes" on the Sequence the Prospect is already lined up in. * Note that any Sequence on this Ruleset will also be affected so this change should not be taken lightly.
Prospect is locked in Outreach	1. Unlock the Prospect if it was mistakenly locked.   Ignore otherwise.
Prospect missing email in Outreach	1. Find the Prospect in Outreach and add an email.
Prospect opted out	1. If you believe this is a mistaken "Opt Out," navigate to the Outreach Record, click the arrow next to Edit and select "Revert Opt Out"
Outreach User is not the owner	1. Set Sequence Org Sharing Settings to Public.
Outreach User is locked	1. If the User should be unlocked, navigate to Outreach's User Admin > Users > Select the User > Click the ... button > Unlock.
Outreach Mailbox does not have send enabled	1. This error will only happen when the Mailbox Settings for the Outreach integration node is set to "Salesforce Record Owner" and the user does not have send enabled on the Mailbox. Find the record owner's name and have them set up the Mailbox as outlined in the Documentation. "In Outreach, click your initials in the bottom left corner > Mailboxes > Add > Select the Email Provider > Fill out details. Toggle on “Enable sending messages from this mailbox.”
Outreach Mailbox has invalid send credentials	1. The Outreach User's default mailbox has invalid send credentials. Determine the user and have them "disconnect" then reconnect their email account under Outreach Mailboxes (User Admin > Mailboxes).
Outreach Rate Limit Exceeded	Failed due to Outreach API usage limits (fixed limit of 5,000 requests per one-hour period). LeanData will retry the request after {X-RateLimit-Reset}. 1. Change the time interval in both Outreach and LeanData settings to a higher value so that less calls are made each hour. * Note that this means it will take more time to sync records between Salesforce and Outreach and to add Prospects to Sequences from LeanData.
Scheduled Outreach Maintenance	Failed due to Outreach maintenance. LeanData will retry the request after {Retry-After}. 1. No action needed.  LeanData will retry the action on the date / time designated.

Appendix

FAQ

For a list of frequently asked questions, please see here. 

Please email [e-mail] if you have any requests or feedback. 

Definitions

• Sequence 
  • A set of scheduled and potentially automated sales activities in Outreach
  • Sequence overview written by Outreach can be found here

• Sequence Safety Rulesets
  • Sequence Exclusivity: Determines whether a Prospect can be in other non-exclusive Sequences or other Sequences while in the current Sequence
  • Prospect Additions to Sequences: Determines the number of times a Prospect can be added to a Sequence 
  • Sequence Safety Rulesets Overview can be found here. Sequence Exclusivity Settings can be found here
  • Found under Settings > System Config > Rulesets

• Prospects 
  • The Outreach equivalent of Leads or Contacts in Salesforce

• Prospect Stages
  • These are 1:1 with Salesforce Stages.  Outreach can automatically set Prospect Stages based off of Sequence actions
  • The Prospect Stage Overview can be found here  

• Prospect Sequence State:
  • The Prospect’s state in a Sequence. 
  • Definitions of each Sequence State can be found here.