How Mixmax syncs shared activities to Salesforce

Mixmax syncs activities shared across different Contacts as a single record in Salesforce, avoiding duplicates! In the Syncing to Salesforce article, we explain the basics of how Mixmax activities are synced to Salesforce (e.g., how emails, tasks, and calendar events sync, their format, and other details). This article focuses on how shared activities sync from Mixmax to Salesforce if this setting is enabled in your Salesforce environment.

Introduction

A Shared Activity is a task or an event related to multiple contacts, for example, an email sent to several Contacts under the same Account.

To allow creating shared activities, the 'Allow Users to Relate Multiple Contacts to Tasks and Events' setting should be enabled in your Salesforce Environment under Activity Settings:

In Salesforce, there is a limit: there can be up to 50 Contacts per shared activity, and the first Contact on the list of activity contacts is the Primary one (the one whose name appears in the Name field).

The following screenshot shows an example of an activity shared with 4 contacts where “Contact A” is the Primary one:

How Mixmax syncs shared activities to Salesforce

  1. Mixmax will automatically detect your enabled Salesforce setting to “Allow Users to Relate Multiple Contacts to Tasks and Events”, as mentioned above.

Note: Make sure the “Modify All Data” permission is granted to the Sync User, so Mixmax can retrieve this setting. You can find more details here under “Sync User Required Permissions.”

      1. When you send an email (or a reply to a previous email) to multiple Contacts, a single Task record will be created in Salesforce with all of these Contacts in the “Name” field.

      If more than 50 Contacts are a part of your email, Mixmax will create batches of 50 Contacts each and one Task record in Salesforce for each batch, respectively. For example, if you send an email to 60 Contacts, two Task records will be created in Salesforce, the first with 50 Contacts and the second with the remaining 10 Contacts. The first Contact found in each batch would be the Primary Contact in the corresponding Salesforce Task record.

      1. The exclusion list and Opportunity settings will still apply for shared activities, which means:
        • The first valid recipient email address found would be considered the Primary Contact, so the logic you have set in your Opportunity settings would apply for it, e.g.:
          • If you have selected to sync to all Opportunities associated with the Account you’re emailing, → One Task record will be created in Salesforce for each Opportunity related to the Primary Contact’s Account.
          • If you unchecked this option and prefer to sync to Opportunities only if the recipient is listed as a Contact role under the Opportunity, → One Task record will be created in Salesforce for each Opportunity where the Primary Contact is a Contact Role.
          • If no Opportunity is found, the Salesforce Task record related to the Primary Contact’s Account is created.
          • If no Opportunity or Account are found, the Salesforce Task record is created but with an empty value in the “Related to” field.
      2. Recipient email addresses that are a part of your exclusion list won’t be populated as “Contacts” in the Salesforce Task record.

      Additional information

      • Still only one Task record will be created in Salesforce for each Lead since the Shared Activities setting in Salesforce doesn’t apply for Leads, only for Contacts.

      We don’t recommend mixing contacts from different accounts if Shared Activities is enabled. Mixing contacts from different accounts in the same email might result in the shared activity being related only to one Account (the one related to the Primary Contact).

      • Shared activities should only impact emails sent to multiple contacts or internal replies (only when multiple recipients are on the reply). Any other email activity (Open, Click, Download, Bounce, and individual replies) should create an individual Task record in SFDC with the Contact or Lead performing the activity.
      • Shared activities synced back from Salesforce to Mixmax will be displayed only for the Primary Contact in Mixmax.
      • Rules using filters based on the “Name” field of the Salesforce Task object would apply the condition logic only to the Primary Contact.
      • Syncing email activities as a single shared Salesforce activity across several Contacts might impact your Mixmax Insights results (since this is a further improvement on avoiding Task duplicates for email activities, the amount of email activities might decrease).

      Shared Activities support

      • Shared Activities is only supported for Emails and not for Calendar Events yet.
      • Shared Activities is not supported for Custom Objects.

      Enabling/disabling Shared Activities

      • Shared Activities might take up to 48 hours to be enabled in Mixmax after it is successfully enabled in Salesforce or the Sync user is successfully configured in Mixmax.

      If you need to turn off Shared Activities in Salesforce, please get in touch with the Mixmax Support team to turn it off in Mixmax first (so activities change to syncing individually, not shared for several Contacts). If the Shared Activities setting is disabled in Salesforce first, we can’t guarantee that all activities will be synced to Salesforce as expected.

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