Salesforce Marketing Cloud messaging

This guide explains how to integrate Salesforce Marketing Cloud with the Infobip platform.The integration lets you use the following channels directly in your Salesforce Marketing Cloud customer journeys:

• SMS
• LMS
• MMS
• RCS
• WhatsApp
• Viber
• Kakao Alim
• Kakao ChinguTalk
• Zalo

What you will need

To set up this integration, you need the following:

• An Infobip account (if you do not have one, you can create one (opens in a new tab))
• Salesforce Marketing Cloud account with Admin permissions
• An API key to enable communication between Salesforce Marketing Cloud and Infobip
• Infobip supplied package containing data extensions

Features

• Implement the most efficient messaging channels to enhance your marketing efforts
• Create end-to-end Journeys with Infobip SMS, MMS, RCS, WhatsApp, Viber and Kakao Alim Talk to increase campaign effectiveness in Salesforce Marketing Cloud

Installation

To use the application, deploy the package provided by Infobip that contains up to six data extensions.

Deploy package

To deploy the package provided by Infobip:

1. Log into your Salesforce Marketing Cloud account.
2. From the home page, go to Platform > Package Manager.
3. On the Deployment tab, click Deploy, and then click Upload.
4. Select the package file shared by Infobip and click Upload.
5. Click Next and then click Deploy.

The Infobip-provided package contains up to six data extensions:

Data extension	Purpose
SMS Delivery Reports	Delivery notifications on SMS, LMS, and MMS
Omni Reports	Delivery & Seen notifications on Viber, WhatsApp, RCS, Kakao Alim, Kakao ChinguTalk, and Zalo
Unified URL Tracking	Click notifications on SMS, LMS, Viber, and WhatsApp
Inbound Messages	Storing inbound message replies on SMS, RCS, Viber, and WhatsApp
SampleAudience	Audience sample

Once the package is deployed, the data extensions listed above are configured automatically. Their purpose is to allow message data, such as delivery reports, to be sent from Infobip to your Salesforce Marketing Cloud instance. This in turn allows your system to take action based on the data. For example, if an SMS delivery report indicates that a message failed, then your system can use that status information to retry sending the message.

App components configuration

This section explains how to add components inside the installed package for configuring the connector and sending messages.

To install the packages and start using the Salesforce Marketing Cloud app, use the following steps:

1. Log into your Salesforce Marketing Cloud account.
2. From the homepage, go to the drop-down menu with the name and avatar on the top right.
3. Click Setup.
4. On the setup page in the sidebar, go to Platform Tools > Apps > Installed Packages.
5. Click New, and then enter the package details.
6. Click Save.

The next section explains how to add components inside the installed package for configuring the connector and sending messages.

API integration component

To add the API integration component:

1. Click Add Component.
2. Select API integration and click Next.
3. Choose Server-to-Server Integration type and click Next.
4. Select the Server-to-Server properties:
   1. Enable Automation Journeys properties:
      • Read
      • Write
      • Execute
      • Activate/Stop/Pause/Resume/Send/Schedule
      • Delete
   2. Enable all Data properties:
      • Data Extensions Read and Write
      • File Locations Read and Write
      • Tracking Events Read and Write

Marketing Cloud component

To add the Marketing Cloud App component:

1. Click Add Component.
2. Select Marketing Cloud App and click Next.
3. For a convenient configuration, when adding the names of components, consider using Infobip Configuration.
4. Enter the same endpoint shared by the Infobip team in both the Login and Logout textbox.

Journey Builder components

Add two different components for sending messages and receiving delivery reports:

1. Click Add Component.
2. Select Journey Builder Activity and click Next.
3. For a convenient configuration, when adding the names of components, consider using Infobip Messaging for messaging component and Infobip Reports for delivery reports component.
4. From the Category drop-down, select the Custom property.
5. Enter the endpoint shared by the Infobip team and save.

Once the components are complete, give access to any user who wants to use application inside the Journey Builder. Without these permissions, the application is hidden.

Configure Infobip app

Infobip Configuration is a Marketing Cloud App that allows users to set global variables before starting to use Journey Custom Activity for sending messages. Users can change it anytime they launch an Infobip config app.

To go to the Configuration app, on the Marketing Cloud homepage, hover over the Salesforce Marketing Cloud home icon and then hover over the AppExchange icon. Click on Infobip Configuration.

Authorize the Infobip Configuration app to access your Salesforce Marketing Cloud data:

1. MID - Enter the ID of your business unit, which can be found in top right corner of the Salesforce Marketing Cloud screen.
2. Client Id - Copy and paste the tenant-specific Client Id, which can be found in the setup of the installed package.
3. Client Secret - Copy and paste the tenant-specific Client Secret, which can be found in the setup of the installed package.
4. SOAP Origin - Copy and paste the tenant-specific SOAP Base URI, which can be found in the setup of the installed package.
5. Auth Origin - Copy and paste the tenant-specific Authentication Base URI, which can be found in the setup of the installed package.

Once you click Next, the authorization is done, and you have to connect the Infobip account to the Salesforce Marketing Cloud account.

Connect multiple Infobip accounts to the same Salesforce Marketing Cloud business unit.

Fill out the next section with the following information. If you don't have an Infobip account, you can create one (opens in a new tab).

1. Add API Key - Connect one or multiple Infobip accounts to your Salesforce Marketing Cloud account by entering the API key (opens in a new tab). Enable the following API scopes:
   • message:send
   • account-management:manage
   • numbers:manage
   • subscriptions:manage
   • application-entity:manage
   • whatsapp:manage
   • omni-failover:manage (for Kakao Chingu)
2. Add API Base URL - Add your Infobip Base URL and connect your account to the Salesforce. You can find it on the Homepage in the upper right section:
3. To connect to another Infobip account, click CONNECT ANOTHER ACCOUNT and repeat the steps.
4. When you have connected all the Infobip account/s, go to the next step.
5. Configure the channels to be used within Salesforce. See Configure channels.

Configure channels

To configure the channels to be used in Salesforce:

1. Add the custom domain you want to use when sending URLs in Custom Domain. To use a Custom domain for URL shortening, start by registering and verifying the domain through the Infobip web interface (opens in a new tab). It is recommended that you create a subdomain for shortening, following the format test.sample.com. The custom domain is then accessible for use within messaging activities.

2. Choose a messages delivery tracking option - select between the native and external ways of storing delivery notifications:

   Native	External
   SMS delivery reports - Select from the drop-down list where to save SMS, LMS and MMS delivery reports. Default data extension would be SMS Delivery Reports.	SMS Notification URL - Add webhook resource URL which will be used for storing SMS reports.
   Omni delivery reports - Select from the drop-down list where to save WhatsApp, Viber, RCS, Kakao Alim, Kakao Chingu, Zalo delivery reports. Default data extension would be Omni Reports	OMNI Notification URL - Add webhook resource URL which will be used for storing Omni reports.
   Url click reports - Select from the drop-down list where to save click reports for all channels. We suggest using Unified URL Tracking data extension.

   Important

   If you select the Native method of storing report data, it is not recommended that you add custom fields in the report's data extensions, unless those custom fields are designated as optional. Custom fields are not populated automatically. Be aware that you need to populate them after reports are saved.

   If you intend to add custom data fields in report data extensions, it is advisable that you select an External method and use cloud pages for the storage.

3. Add your custom Alphanumeric senders:

   • SMS Sender Name * - your sender name for SMS channel
   • Viber Sender Name * - your sender name for Viber channel
   • Kakao Sender name * - your sender name for Kakao channel
   • RCS Sender name * - your sender name for RCS channel
   • Zalo Sender name * - your sender name for Zalo channel

   * Custom domain, SMS Sender Name, Viber Sender Name, RCS Sender Name, Zalo Sender Name, and Kakao Sender Name fields are optional. When adding Alphanumeric sender names or custom domain, after typing the name, press Enter to create a token similar to the following screenshot.

   

4. Subscriptions allow users to selectively receive, secure, and reliably manage notifications, making it a more robust solution for handling event-driven data:

   • If you've added a new account with the subscriptions scope selected in the API key, subscriptions are automatically created for that account configuration
   • If you've already added an account and want to enable the subscriptions feature, enable the required API scopes to your API Key and follow the configuration steps. At the step for connecting to another Infobip account, click Create.

   The Subscription action creates a new application in your Infobip web interface under the Applications and Entities section. You can view all subscription details in the Subscriptions Management section.

   Each subscription has its own notification profile where you can customize the webhook URL for getting DLR reports.

5. Managing inbound number configuration. This feature allows users to manage inbound number configurations within the configuration application. Setting up an inbound configuration is necessary to enable two-way messaging and receive delivery reports (DLRs). Users can check the status of their number configuration in the Infobip web interface under Inbound Configuration. There are three possible configuration states:

   • Create Configuration
     • Indicates that the number does not have a default inbound configuration
     • Creates an inbound configuration necessary for using two-way messaging actions in SFMC
   • Remove Configuration
     • Deletes the default inbound configuration for the number
   • Use Default Configuration
     • Indicates that the inbound number configuration is already set up for another application instead of SFMC
     • By selecting this option, the inbound configuration will be reassigned to SFMC

Important Notes

You cannot modify the inbound number configuration within the application if:

• The number is shared, disabling the configuration settings.
• You do not have the necessary permissions to edit number settings on the account.

For any changes or troubleshooting, check your permissions and ensure the number is not shared before attempting modifications.

When all fields are added, click Save and then save changes for the connected account. When you save changes for every connected account go to the next step and finish configuration. If everything is successful, you receive confirmation that the application has been successfully configured.

Journey Audience Builder

To prepare the Journey Audience and create Audience data extension, consider the following:

• Enable the Is Sendable? feature
• Adding mobile phone is mandatory - add it with Phone attribute type
• Setting Subscriber key is mandatory - set unique relationship for Subscriber key (for example, ContactKey)

For reconfiguring the Subscriber Key relationship and sending feature, enter the data extension audience you want to reconfigure and click Edit on the left side of the screen. Then select the Used for Sending checkbox and map your ContactKey field to relate to the Subscriber Key. Click Save.

Your data extension is now ready for use in the Journey Builder. You can add your custom attributes to data extension. The next step is to map the Journey data extension to system data and message reports.

Whitelist Infobip IP address

If you have enabled the Log Violations & Deny Access option in the Restrict Logins by IP Address (IP Allowlisting) feature, add the following IP addresses:

20.126.166.55 20.126.166.74 20.126.166.90 20.126.167.113 20.126.167.168 20.126.167.39 20.23.163.147 20.23.32.13 20.23.33.11 20.23.33.133 20.23.33.9 20.23.34.108 20.23.34.16 20.23.34.43 20.23.35.21 20.23.35.230 20.23.38.27 20.23.38.31 20.23.38.58 20.31.80.114 20.31.80.17 20.31.80.45 20.31.81.173 20.4.153.241	20.4.153.250 20.4.153.255 20.4.154.140 20.4.154.181 20.4.154.190 20.4.154.203 20.4.154.22 20.4.154.227 20.4.154.41 20.4.154.46 20.4.154.52 20.4.155.122 20.4.155.124 20.4.155.133 20.4.155.138 20.4.155.182 20.4.155.19 20.4.155.193 20.4.156.16 20.4.156.185 20.4.156.228 20.4.156.74 20.4.157.109 20.4.157.128	20.4.157.185 20.4.157.217 20.4.157.53 20.4.158.126 20.50.2.92 52.137.60.189 52.137.60.234 52.137.61.87 52.137.63.144 52.137.63.216 52.137.63.63 52.157.237.214 52.157.238.0 52.157.238.110 52.157.238.137 52.157.238.226 52.157.238.38 52.157.238.66 52.157.239.126 52.157.239.149 52.157.239.242 52.236.144.49 52.236.144.93

How to create a Journey using Infobip channels

This section gives an example of how to create a journey that includes SMS, LMS, MMS, Viber, WhatsApp, Kakao Alim, Kakao ChinguTalk and Zalo. To get started:

1. Log into Salesforce Marketing Cloud and go to Journey Builder.
2. Create the new journey.
3. Select whether to build a multi-step journey with the Data Extension or Salesforce Data entry point.
4. Select the data extension that was created for this journey.

Include a Message in a Journey

Select Infobip Message Custom Activity and select the communication channel you want to use. Then, click Next.

SMS in a Journey

Set up the message according to the form and click Next. For SMS, you can add a link to the message for URL tracking. When an end user clicks the link, a report is sent to the SMS URL Tracking data extension. You can send a test message if you want to, but placeholder values will not be dynamically replaced in test messages.

Regional

Region-specific parameters are often imposed by local laws. Use the following information if the country or region that you are sending an SMS to requires additional information.

Language character set

This feature uses the language code to set the correct character. The possible values are:

• TR for Turkish
• ES for Spanish
• PT for Portuguese
• AUTODETECT to let platform select the character set based on the message content

Turkey local traffic only

To send promotional SMS to phone numbers registered in Turkey, include IYS regulations specific parameters:

• Brand Code (optional) - ID of the company based on a company VAT number
• Recipient Type (mandatory) - must be TACIR or BIREYSEL

India local traffic only

To define the DLT (Distributed Ledger Technology) template, select DLT Template (India local traffic only) and update the following fields:

• Principal Entity ID (mandatory) - your assigned DLT principal entity ID
• Content Template ID (optional) - the registered DLT content template ID that matches the message you are sending
• Telemarketer Id - your assigned Telemarketer Id (required for Aggregators)

To include more additional features for this channel (URL shortening and tracking, Sending speed limit, Trigger Event on Response, Custom callback data), see Additional features.

To enable two-way communication, enable the Trigger Event on Response toggle.

LMS in a Journey

LMS stands for Long SMS. Give your message a title and personalize it so every end-user in the journey gets personalized message. Please keep in mind that the Reseller code is mandatory field and you need to enter one to send SMS messages to phone numbers registered in South Korea.

To add tracking and URL shortening for URLs in the LMS body, enable URL Shortening & Tracking.

To include more additional features for this channel (URL shortening and tracking and Sending speed limit), see Additional features.

MMS in a Journey

Send interactive MMS messages and get delivery reports. Add MMS segment type and create interactive messages. Text and Media files (image, video, audio, documents, and so on) are supported. Personalize the message by adding merge fields from the drop-down list.

To include more additional features for this channel (URL shortening and tracking, Sending speed limit, Custom callback data), see Additional features.

To enable two-way communication, enable the Trigger Event on Response toggle.

RCS in a Journey

To send messages using the RCS channel, you must have a registered sender on your Infobip account. For more information, see RCS.

Send messages to one of the following supported types:

• text
• file
• card
• carousel

You can also add suggestions as clickable actions on the entire message as well as a single suggestion on individual card or cards inside carousel. The possible combinations include:

• Reply
• Open URL
• Dial phone
• Show location
• Request location
• Calendar event

In addition, the RCS channel supports adding custom callback data, enforcing a sending speed limit, and URL shortening and tracking. For more details, see Additional features.

Viber in a Journey

To send more interactive messages, you can send text message and include an image URL, a button name, and a button URL in a Viber message. Choose your message type from the drop-down list.

You can personalize the message by adding merge fields from the drop-down list.

To include more additional features for this channel (URL shortening and tracking, Sending speed limit, Trigger event on response, Custom callback data), see Additional features.

WhatsApp in a Journey

To send journey messages by using the WhatsApp channel, you must create and register your message templates (opens in a new tab) and then submit the templates to WhatsApp for approval. Select a template from the Template drop-down list.

The supported templates are:

• Text Templates
• Media Templates

Personalize templates by adding placeholder values. For more information about supported templates, see Message types.

To include more additional features for this channel (URL shortening and tracking, Sending speed limit, Custom callback data), see Additional features.

KakaoChinguTalk in a Journey

This channel lets you include these elements in a message:

• Text
• Image URL
• Image link
• Up to 5 buttons (supported types are web link and app link)

To include more additional features for this channel (URL shortening and tracking, Sending speed limit, Custom callback data), see Additional features.

Kakao Alim in a Journey

To create a template, there are some mandatory fields you need to fill in. Please make sure you enter the correct data for the template you are trying to use, as currently there are no validations. Templates are built of Mandatory fields: Template name and Message Body, and Optional fields: Template title, Image URL, and Buttons.

Kakao Alim supports seven different button types:

1. App Link
2. Delivery Tracking
3. Web Link
4. Chatbot Switch
5. Bot Keyword
6. Message Delivery
7. Add Channel

You can personalize the message by adding merge fields from the drop-down list in the Message Body.

To include more additional features for this channel (URL shortening and tracking, Sending speed limit, Custom callback data), see Additional features.

Zalo in a Journey

To send messages using the Zalo channel, you must have a registered sender on your Infobip account. For more information, see Zalo. Infobip supports different zalo templates.

The name of the template must be identical to its registered ID. For example, if the registered template ID is 3366070982, the template name must also be 3366070982.

The template data must only include placeholders that are registered for the specified Zalo template. For instance, if the placeholder customer_name is registered for the template with ID 3366070982, ensure that the template data contains only customer_name and no additional or unregistered placeholders.

Additional features

The following sections describe how to use additional features to modify and improve the implementation.

Sending speed limit

The sending speed limit is an optional feature that allows you to determine the rate at which Infobip dispatches messages to recipients. The sending speed limit can be configured on all channels.

Once enabled, two values must be configured:

• message count of messages
• time unit

Message count is a number between 1 and 100.000, and the time unit can be defined as a minute, hour, or day. This setup defines the maximum number of messages that can be sent within the specified time unit.

Messages will be evenly distributed throughout the chosen time unit. For instance, if the configuration instructs the system to send 500 messages per hour, it will dispatch a message approximately every 7.2 seconds.

The following limitations affect the use of the send speed limit feature.

Systems throughput limitation

Both Salesforce and Infobip systems have inherited limitations on how fast messages can be processed for a single activity, so if the configuration would require to send more than couple hundred messages per second, for example 30.000 per minute, it would be better to just turn this option off.

Journey configuration limitation

Sending speed limit is set per journey version and activity! When a new version of the journey is created and executed, it does not consider the messages sent in the previous version. If journey is configured with two messaging activities sending speed limit is applied separately.

Reports activity limitation

Using Reports activity for Messaging activities with Sending speed limit should be done with a lot of thought. In this context, Salesforce Marketing Cloud moves contacts to the activity based solely on the wait time specified within the journey.

In the screenshot above, the messaging activity is configured with a sending speed limit of 50.000 messages per day, and there is only a one-hour delay between the messaging and reports activities. Considering a total contact count of 100.000, the delivery of all messages will span two days. However, as all contacts reach the reports activity after just one hour, a substantial number will be categorized as undelivered.

Journey stopping/pausing limitation

If you pause or stop the journey after all messages have been queued for sending, it won't affect the delivery process. For instance, if there are 100.000 contacts in the audience with a sending speed limit of 50.000 messages per day, it may take only a couple of minutes for all contacts to pass through the messaging activity. Even if youpause or stop the journey after 10 minutes, the queued messages will continue to be delivered as scheduled over the next 2 days.

URL shortening and tracking

To add tracking and URL shortening for URLs in the SMS body, select URL Shortening & Tracking. You can use the default domain or select custom domain you've added in the Infobip Config.

To remove https:// from the URL, enable Remove https:// from URL.

Trigger event on response (Receive inbound messages)

Installation and configuration

To set up the app to receive inbound messages for two-way communication:

1. Update the installed package to obtain the Inbound Messages data extension where received messages will be stored. To update the installed package, follow instructions for deployment from the beginning.
2. In App permissions update, enable List and Subscribers permissions to trigger API Events.
3. Update the number configuration you want to use in the Infobip Numbers app for receiving inbound messages.
   • Insert the following link: https://infobip-reports.ibintegrations.com/infobip/webhooks/inboundMessage
   • Select MO_MESSAGES_API_JSON for Renderer type.

Enable two-way communication

To enable two-way communication in the journey:

1. Add and configure the Wait Until Event activity in your journey:
   • Click Create New.
   • Select the Inbound Messages data extension from the webhooks.
   • Set Maximum Wait Duration time. If an event doesn't occur during the specified time period, the contact continues on the No Event path of this split. This setting prevents the contact from remaining in the wait step indefinitely.
   • Rename the Wait Until Event (SMS Response in the example below) activity.
2. Configure the Infobip Messaging Activity and enable Trigger Event on Response.
3. Add the Infobip Reports activity after the Wait Until Event to fetch the response, enabling decision-making within the journey.
4. Add a decision split to handle all end-user responses and route contacts to the appropriate paths.
5. Check the end-user replies in the Inbound Messages data extension.

Enabling custom callback data

Custom callback data is an optional feature that allows you to add custom fields to your callback data.

To add custom callback data, enable the toggle button in the Message Activity configuration and click + Add custom callback data.

You then see the Field name and Field value inputs. Insert free-form values or select and personalize callback data with merge fields from a drop-down.

The following table shows the limitations and recommendations for keywords and file names.

Restricted keywords for field name:	Field name restrictions:
ActivityId BulkId From Message JourneyName ContactKey MID VersionId VersionNumber TemplateName	Cannot contain double quotation marks (U+0022) Cannot contain reverse solidus or backslash characters (U+005C) Cannot contain control characters or non-printable characters (U+0000 to U+001F) such as tabs, line feeds, and shifts

The following image shows custom callback data saved in the Delivery reports data extension.

Multiple phone fields

The Multiple phone fields feature is applicable only when a data extension contains more than one field of the type phone. This feature is particularly useful in scenarios where different customer phone numbers need to be stored across various columns within the same data extension. For example, if a business needs to store separate phone numbers for home, work, and mobile contacts, each can be saved in different columns (for example, Home Phone, Work Phone, Mobile Phone) in the same data extension. This allows for greater flexibility in targeting communications, ensuring the right message reaches the right phone number based on the intended use case.

Custom data extension

The custom data extension feature is available only when the entry source is an API Event. Without this feature enabled, our activity will use data directly from the API Event request body. However, if the feature is activated, the system will fetch data from the selected data extension and use that data to send messages.

This feature is especially useful in scenarios where a client initiates a journey with an API trigger event but also performs manipulations or other activities within the journey that update data extension rows. If the client wants to use the updated data extension data for sending messages, they must enable this feature in the additional options and specify the name of the data extension they want to use.

Error handling for Infobip message custom activity

In situations where a user makes an error or if Marketing Cloud doesn't send all of the details for a successful request, the app returns messageStatus as outArgument in the Journey Data, rather than a hard error. A hard error would cause the record to become stuck on this activity and not continue with the journey.

So, if something is wrong with the request, the app returns success but with an additional payload that describes the error. You can use this payload to evaluate whether you wish to re-engage the record with another message.

This type of error handling is useful for validating and creating a decision split when the request record is re-engaged. For example, the following scenario describes decision split checking where the phone field is empty. In this example, you can see a data extension where one record has phone and the other record is empty.

To set up the decision split, add the data extension to a journey as an entry source and configure Infobip message activity.

Create the decision split and choose messageStatus from Custom Activity (Infobip SMS).

You can see in this example that messageStatus is: Error: Missing phone number in request.

The result of the sample send is similar to the following:

The record with an empty phone number is injected to the NO PHONE NUMBER path.The record with a phone number follows the WITH PHONE path.

In the custom activity details, you see a success status.

In the status detail for the record with the empty phone, you see the BadRequest status.

See the following table for the full list of possible responses for messageStatus and the channels available for that response.

Message status	Channels
Success: Message pending	SMS, LMS, MMS, Viber, WhatsApp, Kakao ChinguTalk, Kakao Alim
Error: Missing trackClicks flag	Viber, SMS, LMS, WhatsApp
Error: Missing shortenUrl flag	Viber, SMS, LMS, WhatsApp
Error: Missing phone number in request	SMS, LMS, MMS, Viber, WhatsApp, Kakao ChinguTalk, Kakao Alim
Error: Invalid tracking url length	Viber, SMS, LMS, WhatsApp
Error: Invalid text length	SMS, WhatsApp, Viber
Error: Invalid template name	WhatsApp
Error: Invalid scenario key	Viber
Error: Invalid promotional flag	Viber
Error: Invalid image url length	Viber, Kakao
Error: Invalid from field	WhatsApp, Kakao, Viber
Error: Invalid custom domain length	Viber, SMS, LMS, WhatsApp
Error: Invalid buttons field length	Kakao
Error: Invalid button url length	Viber
Error: Invalid button text length	Viber, Kakao
Error: Invalid button text length	Kakao
Error: Invalid androidScheme and iosScheme length	Kakao

Get message report

After you add the Infobip Message element, you can add the Infobip Reports activity element to retrieve a report from the message sent. Infobip reports activity is optional and should be used only when making a split decision in a journey based on message reports.

Select the message that was configured inside the journey under Select message activity and the data extension where the report has been saved under the Select data extension drop-down list.

The available data extensions for reports are:

• Delivery Reports - fetching information if the message was delivered, rejected, or seen.
• URL Tracking Reports - fetching information if the URL link inside the message, for that proper channel, was clicked.

Message status is saved under Journey Data and it is available in the decision split.

Set Up a Decision Split

After you set up the activity for saving messageId, you can define a decision split in the flow:

1. Click Edit.
2. Under Attributes, click Journey Data.
3. Click Custom Activity: Infobip Reports
4. Depending on the report data extension that you selected in the previous step, you see statusName for Delivery reports and the URL for URL Tracking reports.

The available parameters for Delivery reports are:

• statusName
• statusGroupName
• errorName
• doneAt
• sentAt
• seenAt (for Omni reports)

The available parameters for URL Tracking reports are:

• notificationType
• url

For example, if https://www.infobip.com (opens in a new tab) was the URL sent in the message, the decision split branch should check if the URL is equal to https://www.infobip.com (opens in a new tab). If there is no click report saved for a specific customer, check if the URL is equal to NOT_CLICKED. To see if a Viber message was viewed, check whether the seenAt value in the Omni message report is not null.

For descriptions of the possible message statuses, see the Response Status and Error Codes documentation.

There are five statuses that are returned to Journey Data in a Decision Split:

1. DELIVERED
   • The message has been successfully processed and delivered.
   • If you want to check whether the message arrived to the customer's device, DELIVERED_TO_HANDSET is returned and checked in the decision split.
2. UNDELIVERABLE
   • This status is returned if the message was sent to the operator but it was rejected by them or they returned UNDELIVERED status.
   • Multiple statuses can be returned, so it's best to check if statusName begins with UNDELIVERABLE.
3. REJECTED
   • The message has been received but has either been rejected by Infobip or the operator has reverted REJECTED as final status.
   • Multiple statuses can be returned, so it's best to check if statusName begins with REJECTED.
4. EXPIRED
   • The message has been sent and has either expired due to pending past its validity period (our platform default is 48 hours), or the delivery report from the operator has reverted the expired as a final status.
   • Multiple statuses can be returned, so it's best to check if statusName begins with EXPIRED.
5. NOT_AVAILABLE
   • Delivery of the message is pending (message is not yet delivered, however it can technically be delivered), the operator keeps trying to deliver the message until its expiry.
   • To check this status, add a new branch and check if statusName begins with or is equal to NOT_AVAILABLE.

Set up contact information for the Journey

After you finish setting up the journey, you need to select a Contact Entry to use. You map the default mobile number to the data type, Phone, in your data extension. This is available from the drop-down list.

Reports

This section shows the full list of attributes available for each of the reports.

To get the values from callback data, you need to deploy a new package for that feature. Contact Support to get package information.

This feature extracts data from the data extension into additional fields. For example, if the callback data contains a value like Activity ID with this feature, the value is stored in a separate column - Activity ID. Then you can use that value from the added column to make split decision in a Journey.

OMNI delivery reports

OMNI delivery reports fetch the information about whether the message was delivered, rejected, or seen.

Attribute name	Attribute type	Is nullable	Default value	Length	Description
messageId	Text			50	The ID that uniquely identifies the message sent.
messageCount	Integer	x	1		Number of messages sent to end user. Count is always 1.
to	Text			50	Message destination address. Addresses must be in international format
pricePerMessage	Decimal	x			The price per individual message.
Currency	Text			5	The currency in which the price is displayed.
statusGroupId	Integer				Status group ID.
statusGroupName	Text			50	Group name for the status.
statusId	Integer				Status ID.
statusName	Text			50	Status name.
statusDescription	Text			100	Human-readable description of the status.
errorGroupId	Integer				Error group ID.
errorGroupName	Text			50	Error group name.
errorId	Integer				Error ID.
errorName	Text			50	Error name.
x	Text			1000	Human-readable description of the error.
errorPermanent	Boolean				Indicates whether the error is permanent.
callbackData	Text	x		4000	The callback data sent through the callbackData field in your fully featured message.
sentAt	Date			50	Date and time the message was sent.
doneAt	Date			50	Date and time the message was finished processing by Infobip. This is when the final status of the message is returned (delivered, expired, rejected)
seenAt	Date			50	Tells when the message was seen.
from	Text	x		50	Tells who sent the message
channel	Text	x		50	Channel which was used for sending messages

SMS delivery reports

SMS delivery reports fetch the information about whether the message was delivered, rejected, or seen.

Attribute name	Attribute type	Is nullable	Default value	Length	Description
messageId	Text			50	The ID that uniquely identifies the message sent.
messageCount	Integer		1		Long SMS messages have a character limit on how much can be sent over one message. Longer messages are split up into multiple messages and sent separately. This is the total count of messages one SMS was sent over.
to	Text			50	Message destination address. Addresses must be in international format
from	Text	x		50	Tells who sent the message
pricePerMessage	Decimal	x		7	The price per individual message.
priceCurrency	Text			5	The currency in which the price is displayed.
statusGroupId	Integer				Status group ID.
statusGroupName	Text			50	Group name for the status.
statusId	Integer				Status ID.
statusName	Text			50	Status name.
statusDescription	Text			100	Human-readable description of the status.
errorGroupId	Integer				Error group ID.
errorGroupName	Text			50	Error group name.
errorId	Integer				Error ID.
errorName	Text			50	Error name.
errorDescription	Text			1000	Human-readable description of the error.
errorPermanent	Boolean				Indicates whether the error is permanent.
callbackData	Text	x		4000	The callback data sent through the callbackData field in your fully featured message.
sentAt	Date	x		50	Date and time the message was sent.
doneAt	Date	x		50	Date and time the message was finished processing by Infobip. This is when the final status of the message is returned (delivered, expired, rejected)
originalMCC	Text	x		50	Mobile country code of the recipients number
originalMNC	Text	x		50	Mobile network code of the recipients number

Unified URL tracking

Unified URL tracking fetches information about whether the link inside message was clicked.

Attribute name	Attribute type	Is nullable	Default value	Length	Description
notificationType	Text	x		50	CLICKED
messageId	Text			50	The ID that uniquely identifies the message sent.
recipient	Text	x		50	Contact who clicked on the URL
url	Text	x		1000	URL that was clicked in message
sendDateTime	Date	x		50	Date and time contact clicked on the URL.
deviceType	Text	x		50	Phone or desktop
os	Text	x		50	OS running on the device
deviceName	Text	x		50	Device manufacturer (Samsung, PC, Apple)
callbackData	Text	x		4000	The callback data sent through the callbackData field in your fully featured message.
channel	Text			50	Channel used for the message (Viber, SMS, Whatsapp…)

Redeploy latest package version

Ensuring that the latest package version is deployed in Salesforce Marketing Cloud is critical to enabling all available features. If you are using an older version, follow these steps to redeploy to the latest package.

1. Download the new package from the Infobip web interface.
2. Redeploy the new package version:
   • In Salesforce Marketing Cloud, go to Platform > Package Manager
   • Click the Deployment tab
   • Click Deploy to start the install and deployment process
3. Upload the newly downloaded package file. Click Next to continue.
4. During installation, you are prompted to manage specific items, particularly data extensions. Choose from the following actions:
   • Create a New Item - Select this action if the required data extension does not exist in Content Builder (for example, if the old version lacks the Inbound Messages data extension). This creates and adds the missing data extension automatically.
   • Update with Package Item - Choose this action to update an existing data extension with new fields or modifications included in the package (for example, updating SMS Delivery Reports to include the sentAt field).
   • Use Current Installed Item - Select this action to keep the existing data extensions unchanged. If you choose to skip the updates, you may be prevented from using newly introduced features.
5. Click Deploy to complete the deployment.
6. On the confirmation page, click Done to finalize the deployment.

Your package is now successfully updated to the latest version.