Emarsys integration

Ask for feedback from the Emarsys programmes you already run.

Emarsys calls InstantFeedback to send a feedback request at the right step of a customer journey. The answers — grades, comments and survey results — go back out as events, and Emvents carries them into Emarsys.

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Inbound: Emarsys posts to a signed webhook URL, one per campaign
Authentication: HTTP Basic, with an InstantFeedback API key
Outbound: Grade, comment and survey events to a trigger URL you set
Campaign types: Inbound for SMS, email and mixed; outbound for every type

What it does

Two directions, set up per campaign.

Requests triggered from Emarsys

Each campaign gets its own signed webhook URL. Emarsys posts the contact to it, and InstantFeedback sends the feedback request by SMS or email, depending on the campaign.

Your field names, mapped

Map the fields Emarsys sends to the mobile number, the email address and the campaign's own custom fields. Anything you don't map is simply ignored.

The campaign still decides

A request from Emarsys takes the same route as an API call: the campaign has to be active, and its filters still decide who actually gets asked.

Results sent back out

Four events go out as they happen — grade received, comment received, survey started and survey completed — to the trigger URL you set, for Emvents to carry into Emarsys.

The whole answer, not just the score

Each event carries the contact fields under your own field names, the campaign, the grade and the comment with their times, and — when a survey completes — every question with its answer.

Widget and external feedback too

Outbound events work for every campaign type, including the web widget and externally collected feedback, matched by session ID instead of a phone number or email.

Setup

Three steps, all per campaign.

Switch it on for a campaign

An admin activates the integration once for the account, then enables it on each campaign that should talk to Emarsys.

Point Emarsys at the webhook

Copy the campaign's webhook URL into Emarsys, authenticate with an InstantFeedback API key, and map the fields Emarsys sends.

Set where results go

Enter the event trigger URL that should receive grades, comments and survey results on the way back.

Questions

Before you ask.

Which channels can Emarsys trigger?

SMS, email and mixed campaigns. On a mixed campaign, a contact with a mobile number gets an SMS, and one with only an email address gets an email.

How is the incoming call secured?

Every campaign's webhook URL is signed, and each call has to authenticate with an active InstantFeedback API key. Expired or deactivated keys are refused, and calls are rate-limited per key.

Does Emarsys hear about sends and reminders?

No. The events that go back are grade received, comment received, survey started and survey completed. Sending a request or a reminder isn't reported to Emarsys.

Can we pause it without losing the setup?

Yes. Deactivating the integration stops the data exchange but deletes nothing; it picks up again, with the same campaign settings, when you reactivate it.

Which plan includes it?

Integrations are part of the Business and Enterprise tiers. See pricing for what each tier includes.

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