Emarsys integration¶

The Emarsys integration connects InstantFeedback with your Emarsys account so that feedback flows in both directions. Once it is set up, your team gets:

• Feedback requests that are triggered from Emarsys: Emarsys calls a campaign-specific webhook URL and InstantFeedback sends the SMS or email request.
• Grades, comments, and survey results that are sent back the moment a customer responds, ready to be used in Emarsys.
• A field mapping per campaign that tells InstantFeedback which Emarsys fields hold the contact details and custom field values.

The two directions work independently and are configured per campaign:

Before you start¶

• You need the admin role on the InstantFeedback account to activate, deactivate, or reset the integration. Other members can view the Emarsys settings but cannot change them.
• You need edit rights on a campaign to change its Emarsys settings. Users without edit rights see a read-only summary on the campaign's Integrations page.
• To trigger feedback requests from Emarsys, you need an InstantFeedback API key. Create one under Settings → API keys and keep it ready; Emarsys authenticates with it when it calls the webhook URL.
• To send feedback back to Emarsys, you need the URL of your Emvents endpoint. Emvents is set up outside InstantFeedback; ask the person who manages your Emarsys account for the URL to use as the Event trigger URL.
• Emarsys, or the system that calls InstantFeedback on its behalf, must be able to send an HTTPS POST request with a JSON body and HTTP Basic authentication.

Enable the integration¶

1. Open Settings → Integrations. Each tile shows a coloured dot: green when the integration is active, red when it is not.
2. On the Emarsys tile, click Settings. The first click creates the Emarsys configuration for your account and opens the Emarsys settings page.
3. If the page title shows a red dot, click Activate in the top-right corner and confirm.

The Emarsys settings page has no account-wide options: everything is configured per campaign. The page shows how many campaigns have Emarsys settings under Active configurations, and offers the account-wide actions described in Pause, reset, or remove.

Set up a campaign¶

Open the campaign, go to Integrations, and select the Emarsys tab. The tab is divided into cards.

Click Save to apply the changes. A confirmation reads Integration settings updated successfully.

Map Emarsys fields¶

The Custom field mapping card lists every value InstantFeedback can exchange with Emarsys. In each field, enter the name of the Emarsys field that holds that value. The same names are used in both directions: they are the keys InstantFeedback reads from the inbound request and the keys it writes into the outbound event.

Leave a mapping field empty to skip that value. Values that are not mapped are ignored on the way in and left out on the way out.

Trigger feedback requests from Emarsys¶

When Enable inbound is on, Emarsys creates a feedback request by sending one POST request per contact to the campaign's Webhook URL.

1. Copy the Webhook URL from the campaign's Emarsys tab.

2. In Emarsys, configure the step that should trigger the feedback request to call that URL with the details below. How this is done depends on your Emarsys and Emvents setup.

   

3. Send a test contact and check that the request appears in the campaign's feedback list.

The request must look like this:

Example

POST https://app.instantfeedback.si/srv/emarsys/inbound/…/create
Authorization: Basic …
Content-Type: application/json

{
    "phone": "+38640123456",
    "email": "[email protected]",
    "order_id": "A-10293"
}

With Mobile number mapped to phone, Email to email, and an Order ID custom field to order_id, this creates an SMS feedback request for +386 40 123 456 with the order ID stored on the request. Keys that are not in the mapping are ignored.

• For an SMS & Email campaign, the request is sent by SMS when the mobile number is present and by email when only the email address is present.
• The request is scheduled right away and follows the campaign's usual rules: sending hours, blacklist and graylist, the one-message-per-day rule, the grace period, and response caps. A request that breaks one of them is rejected, not queued.
• A successful call returns HTTP 201 with the created request. A rejected call returns HTTP 406 and a JSON detail with the reason (see Troubleshooting).
• InstantFeedback accepts up to four calls per second per API key. Faster callers receive HTTP 429.

Sync grades, comments, and survey results to Emarsys¶

When Enabled is on and an Event trigger URL is set, InstantFeedback posts a JSON event to that URL every time one of the following happens on a feedback request in the campaign:

Sending and reminding are not reported. Each event contains the mapped fields with the request's values, so Emarsys can find the contact, plus an appeal object with the feedback data:

{
    "phone": "+38640123456",
    "order_id": "A-10293",
    "appeal": {
        "id": 123456,
        "type": "sms",
        "status": "comment",
        "campaign_id": 42,
        "campaign_name": "Store visit",
        "date_sent": "2026-09-21T08:15:00+00:00",
        "date_graded": "2026-09-21T08:21:34+00:00",
        "grade": 9,
        "date_commented": "2026-09-21T08:22:10+00:00",
        "comment": "Quick and friendly service."
    }
}

Dates are in ISO 8601 format. Only mapped fields with a value are included, so a request without an email address has no email key even when Email is mapped.

Review configured campaigns¶

Back on the Emarsys settings page, Active configurations counts the campaigns with Emarsys settings that are switched on against all campaigns with saved settings. Click View configured campaigns to list them; the campaign name links to the campaign's Emarsys tab.

Pause, reset, or remove¶

The Emarsys settings page offers two account-wide actions.

• Deactivate stops data exchange in both directions for every campaign. Nothing is deleted, and data exchange resumes according to your campaign settings when you activate the integration again.
• Reset permanently deletes all Emarsys settings and campaign configurations and deactivates the integration. This cannot be undone. To confirm, type RESET into the dialog.

Troubleshooting¶