Send2CRM Frequently Asked Questions

Q: How does Send2CRM work

Send2CRM integrates with your website to capture visitor behavior and form data, automatically syncing it with Salesforce CRM.

Q: How does Send2CRM work with any web technology?

Send2CRM uses JavaScript libraries that can be integrated with any web technology stack.

Q: Where is data collected from website visitors stored?

Data collected from website visitors is stored in your Salesforce CRM.

Q: Can I host Send2CRM JavaScript libraries myself?

Yes, you can host Send2CRM JavaScript libraries yourself for greater control over your implementation.

Q: How does Send2CRM manage the large volumes of data from website interactions?

Send2CRM efficiently manages large volumes of data from website interactions through optimized data processing and background updates.

Q: How is data privacy & consent management handled?

Send2CRM includes data privacy and consent management features to ensure compliance with privacy regulations.

Q: How does Send2CRM work with website analytics providers?

Send2CRM integrates seamlessly with website analytics providers to provide comprehensive visitor insights.

Q: What are the differences between Advanced, Advanced Plus, and Enterprise product tiers?

Send2CRM offers three product tiers: Advanced, Advanced Plus, and Enterprise, each with different features and capabilities to meet varying business needs.

Frequently Asked Questions

How does Send2CRM work

Send2CRM uses modern, direct browser-to-CRM integration. It leverages lightweight client-side scripting to capture and transmit behavioral and form data in real time, with mapping, automation, and personalization logic managed within Salesforce. It is bi-directional so that CRM data can be used to personalize website experiences.

This design provides robust, secure, and highly flexible integration for sales and marketing intelligence. Additionally, this approach avoids third-party data storage, minimizes security risks, and ensures that all data is transmitted to and stored directly in your CRM.

How does Send2CRM work with any web technology?

Send2CRM deploys a lightweight client-side script on your website. This script tracks visitor behavior, including but not limited to page views, clicks, and form interactions, directly within the visitor’s browser. Upon form submission or another interactive event, Send2CRM sends the collected data, including behavioral intelligence and form field values, directly to the CRM. This is done via secure API calls.
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Because Send2CRM runs in a script within the visitors web browser it does not depend on any one website technology and can be applied universally.

Additionally, Send2CRM can be used outside of a web browser's user interface. This includes web workers, which are scripts run in the background and in server-side applications.

Where is data collected from website visitors stored?

Within Salesforce a managed package extends the Salesforce data model to store website session information. Send2CRM form mapping and automation engine takes action when new website visitor interactions occur. Web session information is also used to power Agentic AI to make intelligent, reasoned decisions and take action when appropriate. The business logic for mapping and automation resides in the CRM and not on the website, making the solution website agnostic and easy to maintain.
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This approach avoids third-party data storage, minimizes security risks, and ensures that all data is transmitted and stored directly in Salesforce.

How does Send2CRM keep the CRM updated as visitors browse the website?

When a visitor submits additional forms or returns to the site, their Salesforce records are updated with the new behavior and form data. The browser also periodically updates Salesforce with ongoing behavioral data during the session and upon session closure. Frequency of updates from the browser to the CRM is controllable and done in the background to not impact the overall responsiveness or performance of the website.

Can I host Send2CRM JavaScript libraries myself?

Yes. While Send2CRM is provided on a public content delivery network (CDN) for ease of use to get started, many customers choose to host the JavaScript libraries on their own website or chosen CDN.
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Serving libraries from your own domain prevents third-party CDNs from tracking your users’ visits or collecting analytics data, which can be important for privacy and regulatory compliance. Additionally, your site is not dependent on the uptime or availability of a third-party CDN. If the CDN goes down or is blocked, your site will still function as expected. Finally, for security reasons, hosting your own reduces the risk of malicious code injection or supply chain attacks that could occur if a CDN is compromised. Plus, you can verify and audit the library before deploying it, ensuring that only trusted code is served to your users.

How can I be notified of new releases to Send2CRM?

The easiest way to be notified of Send2CRM releases is by watching the public GitHub repository. This way, when a new version of the Send2CRM JavaScript library is available, you will be automatically notified.

How does Send2CRM manage the large volumes of data from website interactions?

Salesforce is not designed for storing large volumes of granular web session or browsing history data. Excessive storage of such data can lead to performance issues, increased costs, and difficulties in maintaining a healthy CRM environment.
Following best practices, Send2CRM only stores essential, actionable data in Salesforce. Only the most recent website session history is stored, and only for those website visitors who are positively identified. By summarizing and aggregating behavioral insights and not storing raw clickstream data within Salesforce, the benefits of sales and marketing intelligence can be achieved without the overhead.

How is data privacy & consent management handled?

Data privacy and consent management are critical for businesses with a website because they ensure compliance with global data protection laws like GDPR and CCPA, and build trust with customers by respecting their privacy choices. Proper consent management empowers users to make informed decisions about how their personal data is collected, processed, and shared, which not only fulfills legal obligations but also strengthens customer relationships and brand reputation.
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Send2CRM addresses these requirements by integrating seamlessly with leading consent management platforms such as OneTrust Cookie Consent. By honoring user preferences managed by platforms like OneTrust, Send2CRM guarantees that no personal or behavioral data is sent to Salesforce unless the user has opted in, thereby aligning data collection practices with privacy regulations and user expectations. This approach helps businesses maintain transparency, respect user autonomy, and demonstrate accountability in their data handling processes

How does Send2CRM work with website analytics providers?

One of Send2CRM's key advantages is its ability to identify website visitors and link their browsing behavior to actual leads and contacts in your CRM. It collects, collates, visualizes, and assigns attribution or credit to key sales and marketing touchpoints as each lead progresses through the pipeline toward conversion.
This means that while a website analytics solution might show you that someone visited your pricing page multiple times, Send2CRM can tell you that it was John Smith from ABC Corp, and automatically update their Salesforce record with this behavioral intelligence.

Send2CRM also solves the challenges of visitor identification so that consistent user identifiers can be automatically assigned to analytics providers like Google Analytics. This allows a complete picture of customer journeys to be created, rather than fragmented sessions across different touchpoints.

What are the differences between Advanced, Advanced Plus, and Enterprise product tiers?

Advanced lets you capture what visitors are doing on your websites and streams the data into your CRM where it drives your sales processes. Audiences and segments are determined for targeted content and campaigns. With Advanced, you have full web visitor session information available for use, and Send2CRM can be used on up to 10 different website domains and 2 Salesforce organizations.
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Advanced Plus has the same base capabilities as Advanced and provides the ability to stream information back from the CRM to the website. There is no limit on the number of websites you can use Send2CRM on, and use within 10 Salesforce organizations is included.

Enterprise completely unlocks all capabilities, and there are no restrictions on the number of websites or Salesforce organizations. Additionally, it includes a high-performance scaling service that boosts performance and dynamically reduces the number of Salesforce API calls required for high-use websites. This scaling service is able to be self-hosted, giving you the ultimate level of control over data & privacy.

If you are still unsure about what product tier is right for you, then talk with us, and we'll work alongside you to recommend the perfect fit.

What is a Salesforce organization for licensing, and how are the organization limits determined?

In Salesforce, an "organization" or "org" refers to a customer's dedicated workspace within the Salesforce platform. It's a virtual space that houses all of the customer's data, configurations, and applications related to their Salesforce instance. Think of it as a separate "tenant" within the larger Salesforce system, where each customer has their own unique environment.
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With Send2CRM, only production Salesforce organizations are counted towards the license limit. For example, sandbox organizations used for development and testing purposes, are not counted.

Is there a minimum contract term?

The default minimum term is 12 months, which is invoiced upfront. We also offer trial periods so you can experience firsthand the value Send2CRM brings.

Can I switch product tier at any time?

Yes, changing product tier can be done within your contract term. With Send2CRM, it's straightforward to manage your license. Any change in cost is prorated up to the end of the contract term.

If you need assistance or have any questions, our account management team are happy to help.

What billing options do you support?

Send2CRM is licensed on an annual basis, with invoicing handled through bank transfer only. We currently support billing in USD, AUD, and NZD currencies to accommodate our international customer base. Credit card payments are not accepted at this time. Annual invoices are typically issued 90 days before your renewal date.

This payment structure allows us to maintain competitive pricing while ensuring secure, straightforward transactions for enterprise customers. If you need to discuss payment arrangements or have questions about currency options for your region, please contact our account management team.

Are additional Salesforce licenses also required?

Send2CRM requires Salesforce Sales Cloud Enterprise or Unlimited editions to function properly, as it includes a Salesforce package that integrates directly with your Salesforce org and uses Salesforce Web APIs.
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During installation you will also need to allocate one Salesforce user license to serve as an integration user for communication between your website and your Salesforce environment.

These Salesforce licensing requirements are separate from and in addition to our software licensing fees. If you're currently on a lower Salesforce edition or need assistance determining your Salesforce licensing requirements, we recommend contacting us prior to implementation.

Where can I get help?

For documentation and requesting assistance head over to our support centre and we will help you out.

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