Acoustic (Silverpop) connector (CMS 12)

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The Optimizely Digital Experience Platform (DXP) contains many features to support you in your daily work. Depending on how your solution is set up, some features described in this documentation may not be available.

The Acoustic (Silverpop®) connector add-on automatically exports form data from your website to your Acoustic account database by mapping Optimizely form fields to Acoustic database fields. For information about other database connector add-ons, see Marketing Automation.

You can personalize and target messages based on profile information collected through the Acoustic integration. You can apply personalization to forms, blocks, dynamic content, and mailings.

Set up Optimizely forms with Acoustic

The Forms Marketing Automation Integration (MAI) connector lets you connect Optimizely form fields to an Acoustic (Silverpop) database. See also: Marketing Automation.

A developer must install the Forms Marketing Automation connector and the Acoustic connector.
You can have multiple instances of the same connector. For example, if you have marketing teams in separate regions, you can have more than one Acoustic (Silverpop) connector, such as Silverpop - Europe, Silverpop - US, and Silverpop - APAC
  1. In the app selector, select Addons > Marketing Automation.
  2. Click Create. The Add connector view displays.


  3. Select Silverpop (Acoustic) from the list of available connectors. The Salesforce configuration settings screen displays. Enter the information associated with your Acoustic (Silverpop) account and click Save.


    • Connector Type – Enter the name of the connector.
    • Engage pod number – Select the pod number.
    • Refresh token – Enter the token you got from the Acoustic portal.
    • Include all lists – Activate to include contact lists. If activated, the Database Folder Id does not display. If deactivated and no Database Folder ID is specified, lists are obtained from the top-level folders, not any subfolders.
    • Tracking scripts – Select one of the options.
  4. Create a form on a page.
  5. Click All Properties on the form.
  6. Open the Mappings tab.
  7. Select the database to which you map the form fields from the MA System Database drop-down field.
  8. Click Publish.
  9. On the form, select Edit from a form field's context menu.
  10. Open the Mappings tab. The database option that you selected earlier displays.
  11. Select the database to which you map the form fields from the MA System Database drop-down field.

    Image: Mapping a Silverpop database field to a form field

  12. Repeat steps 9 through 11 for as many fields as you want to map.
  13. Click Publish.

To test the mapping, go to your form on a published page, fill it out, and submit it. Then, go to your Acoustic provider to verify that the user is added to the appropriate database (Silverpop Contacts).  

Manage Acoustic Engage database

Connect Optimizely with the Acoustic Engage to manage the database as follows:

  1. Log in to Acoustic Engage on the global menu with your URL and login credentials. You need an account in Acoustic Engage that can be granted access to the Optimizely application for Optimizely to communicate with Acoustic Engage. You can manage data, content, automation, scoring, and reports on the dashboard in the main menu.

    Image: Silverpop login

  2. To generate the refresh token, go to Settings > Org Admin > Organization Settings.
  3. Expand Application Account Access and select Add Account Access.
  4. In Application, select Optimizely CMS and add helpful text to the Description box.
  5. Click Add. An email with the refresh token is sent to the notification address set up for the selected user.

    Image: Silverpop add account access

  6. Copy and paste the refresh token into the Optimizely CMS admin view > Settings > Refresh token.

Create a mailing

Creating a mailing is supported for version 3.x and lower. Versions 4 and higher do not support this feature.

The Acoustic connector add-on lets you create or edit an email template within Optimizely. Any changes to this template will automatically be replicated to the associated template in Acoustic.

When you publish it, the email template is saved into Acoustic. You can adapt your email communication based on the user's behavioral data to a certain score, such as website sections browsed, links selected, and so on.

To create a mail template in Optimizely, ensure it is enabled under a certain content type through a setting in the admin view, for example, under the start page.
Ensure that the domain in the From Address is valid; in other words, it matches the one your Acoustic onboarding team set up.

Create a mailing in Optimizely as follows:

  1. Create a page.
  2. Click [Silverpop] Mail Template.

    Image: New page dialog box

  3. Enter the required properties, such as the newsletter's name, the database used, the subject, and the address sent from, and click Create.

    Image: New page, properties

  4. Add content such as text and media. The template supports content in HTML and text; you should add content to both in case the recipients have disabled emails in HTML format.
  5. Select the CRM enabled property to enable this template to be shared with the CRM integration.
  6. Publish the mail template.
  7. Log in to Silverpop > Home > Content > View Mailings to see the mail template created.
  8. Select the mail template, add content, and submit the mailing. Acoustic then starts tracking the recipient's demographic and behavioral data.

Personalize using a block

Personalize the block as described in Set up audiences with personalization. Connect the block to any of the existing visitor groups in edit view.

If it is a form block, add the form you have created and connected to Acoustic.

In this example, associated content displays on a page when the visitor matches the Swedish profiles criteria.

Image: Personalized Silverpop block

To create a visitor group for an Acoustic form, see Create a visitor group for an MAI connector form.