Salesforce Visitor Identification

Owned by Karl Tompson
Last updated: Mar 05, 2023
1 min read

Automated Visitor identification is supported only via form submissions.

Configuration

Each form mapping may implement its own identification by configuring the Identification Lookup field. This is an optional setting that specifies the lookup field on the Send2CRM Visitor object. By default Lead and Contact lookup fields are included, you may add your own to reference any standard or custom object.

The Identification Lookup field must reference the same type of object as the form mapping target.

Different form mappings may identify Visitors to different target objects.

Identification process

  1. Form submission is received and processed as usual.

  2. If the submission indicates that the Visitor is not already identified:

    1. If the form submission finds an existing target object to update (e.g. Lead) which is referenced by an existing Visitor, the existing Visitor identity is assumed. This occurs when re-identifying with a new web browser or after the user clears browsing data.

    2. Otherwise a new Send2CRM Visitor object is created.

  3. If the form submission is successful, the Send2CRM Visitor identifier is returned with the response.

  4. The Send2CRM client applies the returned identifier and begins pushing Visitor analytics to Salesforce.

Lead Conversion

The Send2CRM service has built-in support for Lead conversion using the default Lead and Contact lookup fields.

To enable, set the Identification Lookup field in the mapping to the built-in Lead field, and check Handle Lead Conversion.

The service will detect converted Leads and automatically switch to the relevant Contact record, assigning the relation to the built-in Contact field. Where fields with the same name exist on the Contact these will continue to be mapped for form submissions.