Connect Attentive

Rolling out

Attentive appears in your console only once it is available on the platform you use. Until then, the Email platforms card has no Attentive row, and the other email platforms work as usual.

Connect your Attentive account to a site, and Aglyn sends the site's contacts and their email marketing consent to it, along with orders and started checkouts that Attentive journeys can start from.

Attentive works like the other email platforms, with three differences: you connect by signing in to Attentive rather than with an API key, it goes one way only, and there is no list or tag to choose.

Before you start

• Role: you need to be an admin of the site to connect, change or disconnect Attentive. Editors can see the card and the sync log.
• Verified email: verify your email address first.
• An Attentive login that can install apps on your Attentive account.

Connect Attentive

1. Open the site, then Setup → Integrations. The Email platforms card lists each platform on a row of its own.
2. On the Attentive row, select Connect, then Connect with Attentive.
3. Attentive opens. Sign in and approve the install. Aglyn asks Attentive only to write subscriptions, events and e-commerce events.
4. Attentive sends you back to the site's Integrations page. The Attentive row shows Syncing and your Attentive company name.

The first sync starts within 15 minutes. Sync now runs it straight away.

Finish on Attentive's page within 10 minutes. If you cancel there, or take longer, the row shows Connect again: select it, then Connect with Attentive.

What is sent

• Contacts and consent go out. Someone the site may send marketing to is subscribed to email marketing in Attentive, by their email address only, when Attentive does not have them yet. Someone Attentive already has is left exactly as Attentive has them. Aglyn never sends a phone number, so nobody is signed up for text messages from here. Someone the site must not market to (they unsubscribed, declined, bounced, complained or were erased) is unsubscribed from email marketing in Attentive. The first sync goes through everyone; after that, only the people whose record changed.

• Orders go out. For each person the site may market to:

  In Aglyn	In Attentive
  A paid order	A purchase event, with each product, its price and quantity.
  A started checkout	A custom event named Started Checkout, with the link back to the checkout when there is one.
  A fulfillment	A custom event named Order Fulfilled, with the tracking link when there is one.
  A refund	A custom event named Order Refunded.
  A cancellation	A custom event named Order Canceled.

  The custom events carry the order's number, value and currency. An event more than a week old is not sent.

Names, tags, lifetime value and order counts are not sent to Attentive.

Who is sent

Each person is sent with the answer the site's own campaigns would give them: subscribed when the site may send them marketing, unsubscribed when they unsubscribed, declined, bounced, complained or were erased. Someone with no consent on record that the site may use is not sent at all: Aglyn does not copy an address it has no standing to market to.

Unsubscribes in Attentive stay in Attentive

Attentive does not report unsubscribes back, so Aglyn cannot tell that someone left there:

• Someone who unsubscribes in Attentive is not unsubscribed from the site's own campaigns, and the row's count of subscription changes read back stays at zero.
• Aglyn does not subscribe them again. Because it only subscribes people Attentive does not have yet, a later change to their record on the site, such as a new order, leaves their Attentive subscription as it is.

To stop the site's own campaigns too, add them to the site's unsubscribe list.

Settings

Once Attentive is connected, its row shows:

• Sync contacts and unsubscribes: turn off to stop sending contacts and consent while keeping the connection.
• Send orders and started checkouts: turn off to stop sending events.
• Pause: stops the sync until you select Resume. Orders that happen while it is paused are not sent later.

The row also shows when it last synced and how many contacts and events it has sent.

The sync log

Select Sync log on the Attentive row to open it. It lists what each run sent and every error, newest first. Each entry is marked Synced, Error or Event not sent.

The row's status tells you where the connection stands:

• Syncing: working normally; it runs about every 15 minutes.
• Paused: you paused it. Select Resume.
• Stopped: Attentive failed many times in a row (it was retried with growing waits). Fix the cause shown, then select Sync now.
• Connect again: Attentive refused the connection (the app was removed or its access changed). Select Connect again, then Connect with Attentive. Your settings are kept.

When Attentive asks Aglyn to slow down, the sync waits as long as it was told and carries on. Nothing is lost.

Troubleshooting

You see	What it means, and what to do
No Attentive row on the Email platforms card	Attentive isn't available on your workspace yet. See the note at the top of this page.
Email platform connections come with the plans that include the CRM	Your workspace's plan doesn't include email platform connections.
Not permitted	Only a site admin can connect or change Attentive.
Verify your email address first	Verify your email address, then try again.
Attentive cannot be connected that way here	Attentive isn't available to connect right now.
This deployment has no console address to come back to	The connection can't be finished from this console. Contact support.
This link is not valid. Start connecting again from the console.	The link back from Attentive was already used or was not one Aglyn started. Start again from the card.
Attentive refused the connection: …	The status changes to Connect again. Connect again.
The stored credential could not be opened. Connect again.	Connect again.
Attentive asked us to slow down	Nothing to do; the sync waits and carries on.
Attentive could not be reached or Attentive had a problem (…)	Retried on its own, waiting longer each time.
Attentive did not take the … event for order …: …	Attentive refused one event, after repeated tries. The rest still go.
Connect again first	The connection needs Connect again before you can pause, resume or sync it.
Resume the connection first	The connection is paused. Select Resume, then Sync now.
Your plan no longer includes marketing platforms, so this connection is not syncing.	The sync picks up again once your workspace's plan includes email platform connections.

Disconnect

Select Disconnect on the Attentive row and confirm. Aglyn deletes the stored connection, the sync log and any orders not yet sent, and sends nothing more to Attentive. Contacts already in Attentive stay there.