Tracking Multichannel Activities from Approved Emails

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Content admins can create custom Multichannel Activity types for Approved Emails and have content creators add tokens in Approved Email content to track these activities, greatly enhancing the tracking experience. Multichannel Activities alert end users when certain activities associated with the Approved Email, for example, opens, link selections, or unsubscribes, have occurred. End users being aware of these actions helps them plan for future interactions with the account and enables them to stay informed on how their sent emails are used.

For example, Sarah Jones' org has a Multichannel Activity indicating that an account requested a visit. Content creators added tokens to Approved Email content referencing this Multichannel Activity. Sarah Jones sends an Approved Email including this token to Dr. Ackerman. The token displays to Dr. Ackerman as a link, which he selects. A message displays to Dr. Ackerman confirming that he requested a visit and Sarah Jones is alerted Dr. Ackerman took this action.

Configuring Multichannel Activity Tracking

To configure this feature:

  1. Grant admins, integration users, and content admins the following permissions:

    Object OLS Record Types Fields FLS


    CRUD Approved_Email_Action_vod
    • Message_Identifier_vod

    • HTML_Message_vod.

    • MC_Activity_RecordType_vod
    • Consent_Confirm_HTML_vod [optional]
  2. Grant end users the following permissions:

    Object OLS Record Types Fields FLS


    R Approved_Email_Action_vod
    • Message_Identifier_vod

    • HTML_Message_vod

    • MC_Activity_RecordType_vod
    • Consent_Confirm_HTML_vod [optional]
  3. Create and grant content admins visibility to tabs for the following objects:

    • Multichannel_Activity_vod
    • Multichannel_Message_vod
  4. Create all appropriate custom Multichannel_Activity_vod record types.
  5. Grant admins, integration users, content admins, and end users access to all created record types.

Creating Multichannel Messages

Multichannel Messages display both to the recipients of Approved Emails as well as end users reviewing an account's Multichannel Activities.

To create Multichannel Messages:

  1. Navigate to the Multichannel Message tab.
  2. Select New.
  3. Enter the following information:

    • Name
    • Message Identifier – This field is used by the {{approvedEmailAction}} token to identify this record
    • HTML Message – Message that displays to recipients when the action is taken. This field also displays to end users reviewing an account's Multichannel Activity.
    • Consent_Confirm_HTML_vod – Defines the HTML for a confirmation step. This prevents systems from unintentionally submitting a response for a recipient.

      Select this option to display the confirmation message and the content defined in the HTML_Message_vod field. [optional]

    • MC Activity RecordType – Corresponds to a record type on the Multichannel_Activity_vod object
  4. Select Save.

Adding Multichannel Activity Tracking to Approved Email Content

To track Multichannel Activities, content creators should add the {{approvedEmailAction}} token to the appropriate Approved Email content and populate the following parameters in the following format:


Parameters of the {{approvedEmailAction}} Token

  • LandingPageURL – The external, customer managed landing page. See the Landing Page Requirements section for more information.
  • MessageIdentifier – The value of a Message_Identifier_vod field of a specific Multichannel_Message_vod object

For example:


Where represents the external landing page and RequestResource represents the value of the Message_Identifier_vod field of a specific Multichannel Message.

Alternatively, if no landing page is used for a Multichannel Action, the LandingPageURL parameter may be left blank:


Landing Page Requirements

Content creators need to add the following HTML snippet containing JavaScript to the external, customer owned landing page to ensure the appropriate Multichannel Activity is tracked:

<div align="center" id="multichannelmessage"></div>
<!-- The iFrame and Multichannel Message Page will replace the above <div> tag. Please note that the id of the <div> matches the first parameter of the constructor -->
  var tag = document.createElement('script');
  tag.src = "//";
  var firstScriptTag = document.getElementsByTagName('script')[0];
  firstScriptTag.parentNode.insertBefore(tag, firstScriptTag);
  // This function creates an <iframe> (and multichannelmessage iframe viewer) after the API code downloads.
  var multichannelMessage;
  function onMultichannelMessageAPIReady() {
    multichannelMessage= new MUL.Frame('multichannelmessage', {height: '600px',width: '80%',});