How To Enable the Attentive Integration

William Harper Updated by William Harper

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

Important: If you are updating from our Legacy Attentive integration, you must first uninstall the Legacy integration by clicking Remove integration within your Friendbuy account > Integrations section
Note before starting installation steps, you will need:

- Attentive’s team to provide you with a signUpSourceId to allow new subscribers to be added to your Attentive account via Friendbuy (see step 2). You can request the ID from whiteglove@attentivemobile.com

- Login credentials for the Attentive account where you would like to install the integration. If you have multiple Attentive accounts, be sure you are in the desired account.
  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.
Note: If you have multiple Attentive accounts, be sure you logged into the desired account before authorizing. For example, a UK Attentive account will need to install the app through your Friendbuy UK account. Then repeat the install steps for each additional region (US, AUS, CAN).

  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:

Note: We use the international standard (E.164) to confirm valid phone numbers. If an invalid number is submitted, it will not be sent to Attentive. Ex: 555-555-5555

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.

Note: Attributes can take up to 30 minutes to update in a profile after a customer interacts with your referral or loyalty program widgets.
Friendbuy Custom Attributes
Definition

Friendbuy Referral Status

Referrers are categorized as Advocate and referees are categorized as Referred Friend

Friendbuy Customer Name

The name the customer entered when submitting their info through a referral widget

Friendbuy Referral Link

A personal referral link (PURL) generated for an Advocate. For example, https://fbuy.io/EzcW

Friendbuy Date of Last Share

The date and time the Advocate last shared with a Friend via any share channel. If the Advocate has not shared yet, the property won't be visible.

Friendbuy Campaign ID

The Campaign ID associated with the personal referral link generated for an Advocate

Friendbuy Campaign Name

The Campaign Name associated with the personal referral link generated for an Advocate

Friendbuy Coupon Code

The most recent Referral coupon code distributed to the customer.

Note: only one code will be displayed

Friendbuy Coupon Value

The currency value of the most recent coupon code distributed to the customer.

Friendbuy Coupon Status

The status of the most recent coupon code distributed to the customer.

Note: status will be 'distributed' or 'redeemed'

Friendbuy Coupon Currency

Currency code (USD, CAD, etc.) or percent (%) associated with the most recent coupon code distributed to the customer.

Friendbuy Coupon Campaign ID

The Campaign ID associated with the coupon code generated for a customer.

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.
Note important limitations for filtering:
- Custom attribute values are case sensitive and must match exactly
- Filtering logic allows for Is / Is Not
- Segments only include customer profiles that have a phone number. Profiles that only contain an email are excluded from the segment.
  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.

Note: if you are updating from the Legacy Attentive integration, you may already have segments set up. In this case, be sure to update the segment filtering logic to include both the new Friendbuy Referral Status attribute and the legacy segment types: ADVOCATE / FRIEND using OR filtering logic.

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

Note: Each custom event is available after at least one customer triggers the event. If a specific event has not shown up in your Attentive account yet that means none of those events have occured yet.

Referral Program Events

Friendbuy Custom Events for Referral Programs
Definition

Friendbuy Advocate Created

Customer submits their name, email and/or phone number in an Advocate widget on your site

Friendbuy Referred Friend Created

Customer submits their name, email and/or phone number in a Friend widget on your site

Friendbuy Referral Share

Advocate shares the referral program offer through the widget with a Friend via Email, PURL, SMS or Social (Facebook, Messenger, Twitter)

Friendbuy Referral Advocate Reward Earned

Advocate earns a reward after a referred Friend completes the referral conversion event and passes all business rules/fraud checks

Friendbuy Referral Friend Incentive Earned

Referred Friend completes the referral conversion event, passes all business rules/fraud checks, and then earns an incentive

Loyalty Program Events

Friendbuy Custom Events for Loyalty Programs
Definition

Friendbuy Loyalty Reward Earned from Joining Program

Loyalty member joins the program, passes all associated earning event rules, and earns a reward

Friendbuy Loyalty Reward Earned from a Purchase

Loyalty member makes a purchase, passes all associated earning event rules, and earns a reward

Friendbuy Loyalty Reward Earned from Referring a Friend

Loyalty member refers a friend, passes all associated earning event rules, and earns a reward

Friendbuy Loyalty Reward Earned from a Sign Up

Loyalty member completes a designated sign up event, passes all associated earning event rules, and earns a reward

Friendbuy Loyalty Reward Earned from a Custom Event

Loyalty member completes a designated custom event, passes all associated earning event rules, and earns a reward

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

Friendbuy Custom Event Properties
Definition

Friendbuy Customer Name

Name entered by customer in an Advocate or Friend referral widget. Property available on all Referral & Loyalty events.

Friendbuy Campaign Name

Referral Campaign Name defined by merchant. Property available on all Referral events.

Friendbuy Referral Link

Advocate's personal referral link (PURL). Property available on the Friendbuy Advocate Created event.

Friendbuy Coupon Code

Coupon Code earned by customer (Ex: code123). Property available on corresponding Referral & Loyalty events.

Friendbuy Reward Value

Reward amount earned by customer (Ex: 10). Property available on corresponding Referral & Loyalty events.

Friendbuy Reward Currency

Reward currency earned by customer (Ex: 'USD', '%' or 'Points'). Property available on corresponding Referral & Loyalty events.

Friendbuy Order ID

Order ID purchased by merchant (Ex: order-321). Property available on the Loyalty Reward Earned by a Purchase event.

Friendbuy Custom Attribute

Custom attribute defined by merchant. Property available on all Loyalty events.

Friendbuy Custom Event Name

Custom event name defined by merchant. Property available on all Loyalty events.

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)!

Important: Friendbuy offers direct integrations with several ESPs, instead of needing to install an integration through the Attentive marketplace. Please contact your Customer Success Manager or support@friendbuy.com to learn more about each Friendbuy integration.

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.

Contact your Customer Success Manager or support@friendbuy.com if you have any questions about setting up this integration.

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