Birdeye provides you with the option of syncing customer contact details directly from Salesforce using the Contact Sync Trigger. Please follow these steps to set up the trigger within your Salesforce Org and automatically sync newly created contacts from Salesforce to Birdeye on a daily basis.
PREPARATION
Before you start, please ensure you have a Salesforce Sales/ Service Cloud instance up and running.
Please ensure that you have a valid Birdeye subscription.
Birdeye Business ID (ParentBusinessNumber) – You can find this in your Birdeye account by navigating to:
Account → Developers → Business IDBirdeye API Key (BirdeyeKey) – You can find this in your Birdeye account by navigating to:
Account → Developers → API Key
INSTALL THE MANAGED PACKAGE
Use the following installation link to install the Birdeye Salesforce Package:
Clicking on the above link will take you to the installation confirmation page.
Review the instructions and enter your Salesforce credentials for the location where you would like to install the app.
Select the option ‘Install for All Users’ to ensure all users have access to the Birdeye App. Review the terms and conditions, and click ‘Install.’ You will be taken to the Package Installation Details.
OR, existing clients who already have this package installed in their accounts will receive an upgrade option. Click on ‘Upgrade.’
The package is now ready for installation. Click ‘Continue.’
The package is installed successfully. Click ‘Done.’
You can check in the install package section whether this package has been installed successfully or not.
ENABLING CONTACT SYNC TRIGGER
Click on the ‘Nine-dot’ icon on the top left and select ‘Birdeye Connect.’
Click on ‘Account Settings’ and provide the value of Birdeye ‘Business ID’ and ‘API key.’
NOTE:
Birdeye Business ID - Get this from your Birdeye account. Account > Developers > Business ID
Birdeye API Key - Get this from your Birdeye account. Account > Developers > API Key
Click on ‘Enable Contact Sync.’
After clicking, you will be redirected to the ‘Birdeye Contact Data Sync’ activation flow screen.
After activating this flow, contact sync is enabled.
ENABLING HISTORICAL CONTACT SYNC
To backfill data (sync all historical contacts that exist in your Salesforce account), return to the same screen.
You will be shown another option for “Sync Historical Contacts.”
Click on the “Sync Historical Contacts” button on the right-hand side.
After clicking, a pop-up will appear; click on ‘Proceed.’
Backfill will start and be completed after some time.
This option will be disabled if backfill has already been completed.
NOTE: Once backfill is complete, the “Sync Historical Contacts” button will appear blurred, indicating that backfill is finished.
IMPORTANT:
For Enterprise businesses, while creating a contact in Salesforce, you must select a value for the “Birdeye Reference Id” field.
This ensures that the contact is created under the correct location in Birdeye.
If this field is left empty, the contact will be created under a random location in Birdeye.
During backfill operations, location context is not available, so all contacts will also be created under random locations.
For a New enterprise setup, first configure the "Birdeye Reference Id" and then create or update a contact. This ensures your integration is set up under the selected location. You can then enable the backfill. Otherwise, if no integration is set up, it will be set up at a random location for that account, and all contacts for contact sync and backfill that do not have a "Birdeye Reference Id" will be created under that random location.
NOTE: If you have an SMB account, you can skip the following additional configuration steps.
However, if you're using an Enterprise account, you must configure location-level mappings as explained below.
The Birdeye Reference ID is used to identify the specific location where each contact should be added.
Please ensure that the values in the Birdeye Reference ID field are correctly mapped to the corresponding Birdeye location numbers.
For assistance with setting up location mappings, contact our support team at support@birdeye.com.
CONFIGURE THE BIRDEYE REFERENCE ID
Click on the ‘Setup’ (⚙️) icon in the top-right corner of your Salesforce dashboard, then select ‘Setup’ from the dropdown menu.
You can also navigate directly using this link (replace {instanceURL} with your Salesforce domain):
Click on ‘Object Manager.’
In the Object Manager, use the search bar to find and click on the ‘Contact’ option.
Within the Contact settings, click on ‘Fields and Relationships.’
NOTE: Once you select Fields & Relationships, field labels will not be displayed if you do not have admin permissions. Therefore, ensure that you have the necessary permissions before performing this task; otherwise, it will throw an error.
In the Object Manager, utilize the search bar to look for your designated Birdeye Reference ID custom field.
For example, Birdeye Reference ID
To illustrate,
Suppose you are searching for the custom field Birdeye Reference ID.’
Enter the Birdeye Reference ID in the search bar and initiate the search.
The search results will display a list of Birdeye Reference ID custom fields, including the one you specified.
Click on this Label Birdeye Reference ID field( field Name ->Birdeye_Reference_Id_c)
A new page will open. Then, grant permission by clicking the ‘Set Field-Level Security’ button.
Now, add the fields to your contact layout by checking the boxes. You can select all, then click ‘Save.’
Then, scroll down to view the ‘Values’ tab.
In the Values tab. Click on ‘New.’
After clicking, a large text box will appear where you can enter a single location number. Once entered, click 'Save' to apply the changes.
After saving, changes will be reflected under the Value tab.
If you want to change the label of this dropdown, click on ‘Edit’. For each dropdown option, you can customize the label, but ensure the value remains the correct location number.
You can also configure a default value, which will be automatically applied when a new contact is created. Click on ‘Save.’
Here, you can configure multiple dropdown options for all your locations.
Page Layout Permissions:
Navigate to the home screen.
Choose ‘Page Layouts’ and apply the following procedures for each layout: ‘Contact (Marketing) Layout,’ ‘Contact (Sales) Layout,’ ‘Contact (Support) Layout,’ and ‘Contact Layout.’
For each layout, drag and drop the survey custom fields (e.g., 'Birdeye Reference Id') into the 'Description Information' field.
After arranging the fields, click on 'Quick Save' to save the changes. Confirm that the custom fields are appropriately greyed out, indicating successful configuration.
Check the visibility of the New Contact custom fields in the customer contact tab to ensure successful integration.
Ensure you have admin permissions to avoid errors. Without the required permissions, field labels may not be displayed.
UNINSTALL THE PACKAGE
Birdeye allows you to uninstall the package from Salesforce.
If you want to uninstall the complete package, then you can check this link: How can I uninstall the package from my Salesforce instance?
Or, if you want to uninstall the contact sync only, then follow the steps below:
You can navigate to the account setting page. Click on the ‘Disable Contact Sync’ button.
2. You will be redirected to the new screen.
Where you can 'deactivate' the flow.