Sending Links to Websites

  • iPad

To allow users to share approved website content with HCPs through non-email channels, users can send website links to HCPs using social messaging apps. Admins can add tracking tokens to website links to track visitor engagement with specific websites and identify where and when the link was shared.

For example, Sarah Jones uses SMS to communicate with Dr. Clinton Ackerman. Dr. Ackerman previously asked for more information about clinical trials for Cholecap. Sarah has a website in her media library containing approved messaging about clinical trials for Cholecap. She sends the link with Dr. Ackerman through the Messages app on her iPad. When Dr. Ackerman selects the link and views the website, the activity is tracked in Veeva CRM.

Considerations

  • Customers must have Engage Meeting licenses for the users who can send website links
  • Users must have an active internet connection to send website links. An error message displays if users attempt to send a website without internet connection.
  • Restricted products, allowed products, and segmentations for accounts are respected and control which websites users can send to each account

To allow users to send web links:

  1. Ensure Websites in the Media Library are configured.
  2. Grant content creators FLS edit permission to the Share_as_Engage_Link_vod field on the CLM_Presentation_vod object.
  3. Grant Engage Meeting integration users the following permissions:

    Object

    OLS

    Record Types

    Fields

    FLS

    CLM_Presentation_vod

    n/a

    n/a

    Share_as_Engage_Link_vod

    Read

    Message_Activity_vod

    RU

    Message_Activity_vod

    • Activity_vod
    • Activity_Datetime_vod
    • Client_Device_vod
    • Client_Name_vod
    • Client_OS_vod
    • Client_Type_vod
    • IP_Address_vod
    • Sent_Message_vod
    • User_Agent_vod

    If customers do not want to track certain fields, do not grant FLS permissions to those fields.

    Edit

    Sent_Message_vod

    RU

    n/a

    • Call_vod
    • Clicked_vod
    • Click_Count_vod
    • Detail_Group_vod
    • Message_Config_Values_vod
    • Mobile_ID_vod
    • Product_vod
    • VExternal_Id_vod

    Edit

    Sent_Message_vod

    RU

    n/a

    • Account_vod
    • Capture_Datetime_vod
    • Clm_Presentation_vod
    • Engage_Link_vod
    • Key_Message_vod
    • Sent_From_Platform_vod
    • Sent_Via_vod
    • Shortened_Engage_Link_vod
    • To_vod
    • Transaction_Type_vod
    • User_vod

    Read

  4. Grant end users the following permissions:

    Object

    OLS

    Record Types

    Fields

    FLS

    Account_Overview_Layout_vod

    n/a

    n/a

    zvod_Timeline_Message_vod

    Read

    CLM_Presentation_vod

    n/a

    n/a

    Share_as_Engage_Link_vod

    Read

    Key_Message_vod

    n/a

    n/a

    URL_vod

    Read

    Message_Activity_vod

    R

    n/a

    • Activity_vod
    • Activity_Datetime_vod
    • Client_Device_vod
    • Client_Name_vod
    • Client_OS_vod
    • Client_Type_vod
    • IP_Address_vod
    • Sent_Message_vod
    • User_Agent_vod

    Read

    Sent_Message_vod

    CRU

    Content_vod

    • Account_vod
    • Call_vod
    • Clicked_vod
    • Click_Count_vod
    • Capture_Datetime_vod
    • Clm_Presentation_vod
    • Detail_Group_vod
    • Engage_Link_vod
    • Key_Message_vod
    • Message_Config_Values_vod
    • Mobile_ID_vod
    • Product_vod
    • Sent_From_Platform_vod
    • Sent_Via_vod
    • Shortened_Engage_Link_vod
    • To_vod
    • Transaction_Type_vod
    • User_vod
    • VExternal_Id_vod

    Edit

  5. Add the zvod_Timeline_Message_vod field to the Account_Overview_Layout_vod object page layouts used by end users.
  6. Add the Share_as_Engage_Link_vod field to the CLM_Presentation_vod object page layout.
  7. Navigate to Setup > Custom Code > Custom Settings > Engage Link Settings.
  8. Select New.
  9. Populate the following Engage Link Settings appropriately:
    • ENGAGE_LINK_ACCOUNT_SELECTION_vod – Determines if users must select an account before sending a web link. Populate with one of the following values:
    • 0 – Users are required to select an account. This is the default value.
    • 1 – Users cannot select an account
    • ENGAGE_LINK_APPS_vod – References the ENGAGE_LINK_APPS;;EngageLink Veeva Message. Edit the list in the Veeva Message to control the number and order of sharing options available for users to send website links with accounts. Available values are:
    • Messages
    • WhatsApp
    • Line
    • EngageConnect
    • CopyURL

    Populate the list using the format App1;;App2.

  10. Ensure the appropriate VMOCs are active for the following objects:
    • Sent_Message_vod
    • Multichannel_Activity_vod
    • Engage_Link_Settings_vod
  11. Navigate to the CLM_Presentation_vod record for a website.
  12. Select Edit.
  13. Select the Share_as_Engage_Link_vod check box.
  14. Select Save.

Defining SMS and WhatsApp Phone Numbers

Admins can optionally define the SMS and WhatsApp phone numbers for an account. This automatically populates the recipient phone number when users send website links to the account using Messages and WhatsApp.

  1. Grant end users FLS read permission to the following fields on the Account object:
    • SMS_vod
    • WhatsApp_vod

      Since WhatsApp does not have an iPad app, WhatsApp Web launches in the browser on the iPad platform. Veeva CRM does not control the behavior of WhatsApp Web.

  2. Navigate to the appropriate Account record.
  3. Select Edit.
  4. Populate the SMS_vod or WhatsApp_vod fields.

    A phone number must be only digits (no symbols), including the country code, for example, 11234567890.

Adding Tracking Tokens to Website URLs

Tokens can be used by content creators to track information about which accounts visit the website. Tokens must be appended to the URL of the website by updating the URL_vod field of the appropriate Key_Message_vod record.

Tokens must be appended to the URL using the following format:

https://www.example.com?[[Parameter 1]]={{Token 1}}&[[Parameter 2]]={{Token 2}}

Admins can define the parameter names. The tokens resolve when viewed by users.

Add the {{linkTracker}} token to track information about how and when the user sent the link:

  • Source – The location from where the users sent the link. When sent from Veeva CRM, the value is set to VeevaCRM.
  • Device – The device used by the user to send the link. When sent from Veeva CRM on iPad, the value is set to iPad.
  • Sent Datetime – The datetime when the user sent the link in ISO 8601 format

For example, Sarah Jones launches the following website from her iPad:

https://www.verteobiopharma.com?user={{userName}}&{{linkTracker}}

The tokens resolve to the following:

https://verteobiopharma.com?user=Sarah%20Jones&src=VeevaCRM&dvc=iPad&sentDateTime=2021-08-25T20:05:28Z

The following tokens are also supported for website tracking:

Tokens can reference fields from the Account and User objects. Other objects are not supported.

For example, when Sarah Jones send a website to Dr. Clinton Ackerman with the following URL:

https://www.verteobiopharma.com?user={{User.Name}}&acctFirst={{Account.FirstName}}&acctLast={{Account.LastName}}

The tokens resolve to the following:

https://www.verteobiopharma.com?user=Sarah%20Jones&acctFirst=Clinton&acctLast=Ackerman

If no account is selected, then the website resolves to:

https://www.verteobiopharma.com?user=Sarah%20Jones&acctFirst=&acctLast=

Users can send website links for websites to HCPs from the media library. Users can launch a supported messaging app directly from Veeva CRM or copy the URL to send using another communication channel. The available sharing options are configured in the ENGAGE_LINK_APPS_vod Engage Link Setting.

Websites marked as training content cannot be sent from the media library. See Using Training Presentations for more information. Watermarks are not supported for websites.

To send a link:

  1. Select the Media tab in Veeva CRM or the Media button on the call report for a call or Engage Meeting to display the media library.
  2. Navigate to the Websites tab.
  3. Select the More Actions menu above the appropriate website thumbnail.
  4. Select Send Website to view the available sharing options.

    If the ENGAGE_LINK_ACCOUNT_SELECTION_vod Engage Link Setting is not set to 1, users are prompted to select an account before the sharing options display.

  5. Select the appropriate sharing option.
  6. Select the recipient, if applicable and not already populated. The recipient field is automatically populated if the following are true:
    • The user selected the account before selecting the sharing option
    • The selected sharing option is Messages or WhatsApp
    • The SMS_vod or WhatsApp_vod fields for the account are populated

A shortened version of the URL using the veev.io domain (for example, veev.io/sbn1pyrrix31) is generated and shared. This shortened URL never expires and is used to track click activity. If the shortened URL cannot be generated within five seconds, the full URL is shared. Activity cannot be tracked when the full URL is shared.

Once a website link is sent, a Sent_Message_vod record is automatically created with the following fields populated:

If the full URL for a website is shared instead of the shortened URL, the reason is stamped in the Details_vod field on the Sent_Message_vod record.

Field

Value

Record Type

Content_vod

Account

Lookup to the account, if selected

User

Lookup to the user who shared the website

CLM Presentation

Lookup to the CLM_Presentation_vod record

Key Message

Lookup to the Key_Message_vod record (associated with CLM_Presentation_Slide_vod record for the website)

Engage Link

The URL after all the tokens are resolved

Shortened Engage Link

The shortened URL

Capture Datetime

The datetime at which the sharing option was selected

To

The phone number or ID of the app to which the website was shared (populated only if a number or ID was available when the Share button was selected)

Sent from Platform

The platform from which the website was shared

Sent Via

The sharing option used to share the website

Transaction Type

Website Content

Message Values

JSON object containing the value stored in the URL_vod field of the Key_Message_vod record before any of the tokens are resolved and a list of the tokens with their real values. Includes values for the {{linkTracker}} token, if available in the URL.

Call

Lookup to the appropriate Call2_vod record, if the website was launched from a call and an attendee account was selected

Product

The product on the Key_Message_vod record

Detail Group

The detail group on the Key_Message_vod record

Mobile Id

System-generated Id

VExternal Id

The unique identifier of the shortened URL

Users can view the sent message details, including the tracked activities of the sent message, for an account on the account timeline. Select View More to display the Sent_Message_vod record detail.

Sent messages in the account timeline can also be viewed on the Browser (Classic) and Browser (Lightning) platforms.

Each time a website is accessed from its shortened URL, a Message_Activity_vod record is created with the following fields populated:

Some social messaging apps generate link previews when users send links. The preview is generated by accessing the link, which creates a Message_Activity_vod record. Veeva CRM cannot prevent link previews from being generated.

Field

Value

Record Type

Message_Activity_vod

Activity

Clicked

Activity Datetime

The datetime at which the activity occurred

IP Address

The IP address of the server/device which accessed the URL

User Agent

The User Agent details returned from the IP address

Client Name

The name of the client software

Client OS

The name of the OS family running the client software

Client Type

The type of software used to access the URL

Client Device

The type of device used to access the URL

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