How To Enable the Attentive Integration

Overview

Leverage Friendbuy's integration with Attentive to grow your SMS and email subscriber lists and seamlessly automate referral and loyalty program customer communications. After setting up this integration, customer profiles will be created in Attentive for any opted-in phone numbers and/or email addresses captured through Friendbuy. Available customer data will be added to Attentive profiles, including Advocate and Friend details, personalized referral links (PURLs) and coupon codes, which you can include in your Attentive messaging.

For example, use Attentive Journeys to send a personalized SMS message to thank an Advocate for sharing or remind them to continue sharing by including their PURL. You can also message referred Friends to provide product recommendations after they earn a coupon code.

If you have a loyalty program with Friendbuy, you can trigger Journeys for events such as joining the program or rewards earned from a purchase.

Installation Instructions

1. Log into your Attentive account to confirm the signUpSourceId generated by Attentive is available. This can be found in the Sign-up Units section > ID column for an API sign-up method. If an ID has not been generated for Friendbuy yet, contact the Attentive team.
2. Log into your Friendbuy account and go to Developer Center > Integrations tab > click on Add integration on the Attentive integration card
3. Paste your Attentive signUpSourceId in the field

1. Click Install Integration and then a new browser window will be open asking you to Authorize Friendbuy app access to your Attentive account.

1. After authorizing, go back into your Friendbuy account and refresh the page to confirm the Attentive integration has been successfully installed. A blue checkmark and success message will appear on the card confirming installation.

How customer data is sent to Attentive

Customer data collected in your referral program will be added to the respective Attentive profile after a customer interacts with your referral program widgets. Important to note, customer data will only be sent to Attentive if the customer opts-in through the referral widget by selecting the opt-in boxes.

For example, if a customer enters both their email and phone number in the widget but only checks the opt-in box for SMS marketing (and leaves the email marketing opt-in box unchecked), then only the phone number will be sent to Attentive. If a customer submits their contact information without either opt-in box checked, customer data will not be sent to Attentive since consent was not collected.

The opt-in checkboxes are required to collect consent from the customer indicating they would like to receive additional emails and/or SMS messages from your company. See an example referral widget below:

How to See Friendbuy Data in Attentive

To view an individual customer's opt-in consent status in Attentive, login to your Attentive account and navigate to Subscribers > Subscriber profiles > search by phone or email > Subscriptions

• Phone numbers will appear in a profile with Status tag of: Collected or Has not yet joined

Attentive requires customers complete their Double Opt-In (DOI) process before you can send SMS messages. DOI is required to comply with mobile carrier requirements. Set up a Journey to collect DOI and welcome the new subscriber

1. Attentive sends a double-opt-in message to the customer's phone on your behalf, asking if the customer would like to subscribe to SMS messages
2. If the customer replies "Y", consent Status will update to Collected on the Attentive subscriber profile
3. If the user does nothing or replies "STOP", then consent Status will remain Has not yet joined

• Email address will appear in a profile with Status tag: Collected

Attentive does not require DOI process for collecting emails

Switch to the Attributes tab (be sure to View Full profile) to see characteristics about the customer that you can use to create an Attentive Segment.

When Friendbuy sends contact information to Attentive, we also send attributes about whether the customers is an Advocate (referrer) or a Referred Friend (referee) as well as a number of other pieces of information. Review the list below.

Setting up Segments for Advocates and Referred Friends

Customers can be segmented based on their attributes (also known as characteristics), which you can then use to send a message to everyone in the segment.

As a best practice, we recommend creating segments in Attentive so you can send personalized messages to Advocates and Referred Friends to promote your referral program.

Learn more about creating a dynamic Segment in Attentive here.

Creating a Segment

1. Login to your Attentive account and go to the Segments section
2. Click Create Segment and create a Dynamic Segment. Dynamic segments are updated based on subscribers' activity and characteristics in real time.
3. Use the filtering dropdown to add subscribers that match the following conditions based on a subscriber's characteristics, then choose Friendbuy Referral Status under the Custom Attributes section (you may need to scroll down to see the available Custom Attributes)
4. To create a Segment for Advocates, set up logic so Friendbuy Referral Status is equal to Advocate. To create a Segment for Referred Friends, set up logic so Friendbuy Referral Status is equal to Referred Friend.

1. Click Create and then give the segment a name: Friendbuy Advocates or Friendbuy Referred Friends. Once the segment is created, you can send a message to the group using an Attentive Campaign.

Subscriber profiles added from the updated integration will contain the Friendbuy Referral Status attribute, while existing subscriber profiles added from the legacy integration will not. Existing profiles will have the subscriber tag instead. Reach out to your Friendbuy Customer Success manager for help setting up segments after updating the integration.

Setting up Journeys triggered by a Friendbuy Event

Custom Events are used to trigger a Journey, which you can use the custom properties of that event within the SMS message

Set up journeys based on referral program events such as share events and rewards earned from a referral. Also trigger journeys for loyalty program events such as joining the program and rewards earned from a purchase.

Learn more about creating a custom Journey in Attentive here.

Go to Journeys > Create Journey > Start from Scratch > Select a Custom Event to trigger to Journey > Send a message about something else > Get Started

Referral Program Events

Loyalty Program Events

Reward customers for any of the following events that Friendbuy is sending to Attentive.

How to include Friendbuy Event Properties in Attentive Messaging

Personalize your customer messaging within a triggered Journey using dynamic variable with the following event properties within a custom Journey.

Open the text message editor and click { } to incorporate personalization properties.

Referral & Loyalty Program Events Properties

Syncing Customer Email Addresses with an Email Service Provider (ESP)

You can also sync customers' emails captured by Friendbuy through Attentive and then automatically forwarded into your ESP of choice. Attentive integrates with over two dozen different ESPs, including Salesforce Marketing Cloud, Hubspot, Mailchimp, and many others (click to see the full list)!

FAQ:

Q: What if I use Attentive SMS and another SMS Friendbuy-integration provider?

A: Customers will receive two separate Double Opt-In SMS messages if enabled for multiple providers - one from Attentive and one from the other provider - since a customer's opt-in status is handled through two different providers.

How to reward customers for signing up for Attentive text messages and emails

Signing up for Attentive Text Messages

1. Login to your Friendbuy account
2. Navigate to Settings > Integrations
3. Click Attentive > then select Update Permissions

   

4. Then, login to your Attentive account and you should see the below permissions to update. Click Authorize

   

5. Login to your Friendbuy account and Navigate to the Loyalty Section.
6. Click onto the Earning Events tab and select +Add Earning Event.
7. Scroll down to the Attentive Subscription Earning Event.
8. Click Attentive Subscription and click Add Event.
9. Here you can build out you Earning event

   

10. In the IF section, click the Sign-up Source box, and select Sign-up Source you would like to reference.
11. Click the Select Subscription Type box and select SMS.
12. In the THEN section, you will select how you will reward the user.

    

13. Select the Reward With box, and select the reward type.
14. Question: send email*** (Is this required to be an email? Could it be a text given they signed up for text)
15. If you would like to set a Reward Delay, click on Advanced Options, toggle Set Reward Delay on, and then select the days in which you would like to delay the reward.
16. Click Save if you would like to save your new Earning Event, or click Save & Activate if you would like to activate the Earning Event.

Signing up for Attentive Emails

1. Login to Friendbuy account and Navigate to the Loyalty Section.
2. Click onto the Earning Events tab and click +Add Earning Event.
3. Scroll down to the Attentive Subscription Earning Event.
4. Click Attentive Subscription and click Add Event.
5. Here you can build out you Earning event

   

6. In the IF section, click the Sign-up Source box, and select Sign-up Source you would like to reference.
7. Click the Select Subscription Type box and select Email.
8. In the THEN section, you will select how you will reward the user.

   

9. Select the Reward With box, and select the reward type.
10. Question: send email***
11. If you would like to set a Reward Delay, click on Advanced Options, toggle Set Reward Delay on, and then select the days in which you would like to delay the reward.
12. Click Save if you would like to save your new Earning Event, or click Save & Activate if you would like to activate the Earning Event.