Marketo: Add Voice, SMS and Live Chat Channels

We created PingPilot to help you generate and foster stronger, more human connections with your customers. Marketo created LaunchPoint to help you find trusted, relevant marketing applications to help you establish lifelong relationships with your customers. These two missions converge with PingPilot’s Marketo LaunchPoint Partnership that lets you add voice, SMS and live chat channels to your ongoing, automated content marketing campaigns.

Why Add Voice, SMS, and Live Chat to Marketo?

Save both you and your customers the pain of complicated marketing automation campaigns.

Take back the hours and endless dollars invested in the building, segmenting and cleaning  email lists. Stop stressing your developers out writing antiquated HTML for email clients that can’t deliver a decent experience. Build trust with your customers by lifting the mile-long lead-qualitication form and give them on-demand access to your campaign content and your team.

When you’re measuring marketing automation campaign success in single-digit CTRs, it’s time to add some communication channels to the mix—ones your customers use every day.

Customers want dedicated, personal assistance, but prefer to engage on their terms. With PingPilot Signals, customers are automatically matched with a dedicated agent who will interact with them in the channel they most prefer. With PingPilot’s Marketo LaunchPoint Partnership, each voice, SMS and live chat interaction is synchronized with customer records in Marketo. These same customer records also provide PingPilot agents with a bit of caller ID when customers engage them via voice, SMS and live chat.

How to Add Voice, SMS and Live Chat to Marketo?

Follow these instructions to integrate PingPilot and Marketo.

  1. Open Marketo Admin

    Navigate to the “Admin” area of the Marketo application.

    Open Marketo Admin : Marketo: Add Voice, SMS and Live Chat Channels
  2. Users & Roles

    Using the sidebar navigation on the left, click on the “Users & Roles” item, found under the “Security” node.

    Users & Roles : Marketo: Add Voice, SMS and Live Chat Channels
  3. Add a New Role

    Navigate to the “Roles” tab and click the “New Role” button.

    Add a New Role : Marketo: Add Voice, SMS and Live Chat Channels
  4. Set Role Permissions

    A dialog box should appear. Here you will input a “Role Name” and assign Permissions for this new role. In this example, we called this role, “API Role” and provided it all 23 permissions associated with “Access API.” Click “Create” when you’re finished.

    Set Role Permissions : Marketo: Add Voice, SMS and Live Chat Channels
  5. Create a New User

    Navigate to the “Users” tab and click the “Invite New User” button.

    Create a New User : Marketo: Add Voice, SMS and Live Chat Channels
  6. Configure User Basics

    A dialog box will appear so that you may configure a new user account. This user will act as PingPilot within your Marketo account. The required fields are indicated: email, first name, and last name. When you’re finished, click the “Next” button.

    Configure User Basics : Marketo: Add Voice, SMS and Live Chat Channels
  7. Configure API-Only User

    Select “API Role” from the permissions categories. Make sure the box is checked next to “API Only.” Click the “Next” button when you’re finished.

    Configure API-Only User : Marketo: Add Voice, SMS and Live Chat Channels
  8. Configure Marketo LaunchPoint Service

    A custom service is required to uniquely identify your PingPilot account in Marketo. To make sure these two services can share data, you’ll need to click to the “Launchpoint” item in the sidebar navigation on the left, found within the “Integration” node. With the “Installed Services” tab open, click on the “New” button and select “New Service” from the dropdown menu.

    Configure Marketo LaunchPoint Service : Marketo: Add Voice, SMS and Live Chat Channels
  9. Assign User to Marketo LaunchPoint Service

    A dialog box will appear so that you may configure and install the PingPilot LaunchPoint Service. Choose “Custom” from the Service options. Complete the other required fields using the information from the “API Only User” you created in Steps 6-7.

    Assign User to Marketo LaunchPoint Service : Marketo: Add Voice, SMS and Live Chat Channels
  10. Confirm Marketo LaunchPoint Service Configuration

    Now that you’ve configured the PingPilot LaunchPoint Service, it’s time to install it. Click the “View Details” link in the Service Listing.

    Confirm Marketo LaunchPoint Service Configuration : Marketo: Add Voice, SMS and Live Chat Channels
  11. Copy API Keys

    A dialog box should open, revealing two important keys you should copy, “Client Id” and “Client Secret.” You will need these for the final step. Click the “Close” button after you’ve copied these two keys into a text editor.

    Copy API Keys : Marketo: Add Voice, SMS and Live Chat Channels
  12. Copy API URLs

    Using the sidebar navigation on the left, navigate to “Web Services” under the “Integration” node. Copy the Endpoint and Identity URLs into your text editor with the two keys copied from Step 11.

    Copy API URLs : Marketo: Add Voice, SMS and Live Chat Channels
  13. Install Marketo LaunchPoint Service in PingPilot

    In your PingPilot account settings, navigate to the “Integrations” section and click the “Add” button next to Marketo. Enter the respective keys and URLs you copied into a text editor and click the “Save” button.

    Install Marketo LaunchPoint Service in PingPilot : Marketo: Add Voice, SMS and Live Chat Channels