Fundraising/Data and Integrated Processes/Acoustic Integration

We export data to acoustic once a day from our CiviCRM database. We also import data back in on a more frequent schedule.

(You may hear Acoustic referred to one of it's many previous brandings - such as Silverpop, WCA, Watson Campaign Automation, IBM ). Our supplier in our relationship is Trilogy and our contact there is Brian Sisolak. Brian is a Phab user and can be added to tasks).

List of Scheduled jobs & api

Job title	Job type	Job name	API	Options used	Notes
Get recipient data from Silverpop	Import	omnimail_recipient_load	Omnirecipient.load	mailing_prefix: sp (prepends 'sp' to mailing_idenfier) limit :50000 (batch limit) throttle_number:3000 throttle_seconds:120 mail_provider:Silverpop	Throttle is a check to abort if db load is high - based on the number of contributions imported in the specified seconds.
Get mailings from Silverpop	Import	omnimail_mailing_load	Omnimailing.load	mail_provider:Silverpop Implicitly, start_date:1 week ago Implicitly, end_date:now	The statistics against the mailings change a little over time as people take a while before they open them (for example). The default job settings load the last week's mailings (over & over again until they age out). We run less frequent jobs to get the last 4 & 8 weeks to pull in any late breaking opens
Get group member data from Silverpop	Import	omnimail_groupmember_load	Omnigroupmember.load	group_id:310 - civicrm group contacts are added to group_identifier:18468760 - Acoustic group we fetch from limit :10000 (batch limit) throttle_number:3000 throttle_seconds:120	Fetchs group members from Acoustic and puts them into CiviCRM. The Acoustic group is a search for contact without a contact ID and they are loaded to CiviCRM. We then update the contact ID back to acoustic in our exports and the contact falls out of the group.
Set on hold for emails we know not to be emailable due to bounce types from Silverpop	Import actions	omnimail_recipient_process_onhold
Unsubscribe contacts who have oped out in Silverpop from CiviCRM	Import actions	omnimail_recipient_process_unsubscribes	Omnirecipient.process_unsubscribes	mail_provider:Silverpop rowCount=5000
Omnimail forget me job delete in Silverpop	Forget me	omnimail_recipient_process_forgetme	Omnirecipient.process_forgetme	mail_provider:Silverpop	Processes requests to forget contacts by sending them to Acoustic
Check forget me	Forget me	omnimail_check_progress	OmnimailJobProgress.check	version=4	This (v4) api checks to ensure that Acoustic has reported successful completion of any forgetme requests it has been sent. An email is sent to fr-tech if it finds forget me jobs that have not cleared in a reasonable period of time.
	Export	silverpop_daily	Calls silverpop_emails_build_export_files then silverpop_emails_upload_files		This is the scheduled daily job
Silverpop emails - Build export files	Export	silverpop_emails_build_export_files			Used ad hoc, not scheduled - Builds and exports the csv to be uploaded
	Export	silverpop_emails_export_only			Used ad hoc, not scheduled - Only builds the silverpop DB & view
Silverpop emails - Upload files	Export	silverpop_emails_upload_files			Used ad hoc, not scheduled - Only exports the files

Exporting data to Acoustic

The export scripts upload 4 separate files to Acoustic which are imported into Acoustic using mappings that Katie H manages within Acoustic. Note that when the files are uploaded Acoustic declares how many 'duplicates' there are. Until early 2020 this number was how many rows duplicated existing DB entries. A change early 2020 means it refers to how many duplicates are in the csv file

The files are

1) DatabaseUpdate-*.csv - this file holds detailed information about contacts who have recently been updated. The update is cumulative - ie. we add/update contacts but don't delete them. We use the field civicrm_contact.modified_date to determine which contacts to include in the update.

2) Unsubscribes-*.csv - used to update the master suppression list.

3) Optout-*.csv - this file is identical to the unsubscribes file. It is used separately from the Acoustic end - updating the main database with opt out information whereas the Unsubscribes csv is used to update the Master Suppression list

4) MatchingGifts-*.csv

Database Update export

This is our main export job. It runs once a day and sends a complete dataset for any contacts within it's upload set. The job only every updates or creates - it NEVER DELETES. Any deleting is done through a separate manual process by Katie.

Who is included in the update?

The upload set is contacts modifed within the configured date range (currently 7 days). Some notes on the modified_date & it's limits are in this phab.

When we export we treat all contact records with the same email address as the same contact and export fields that hold aggregate values. ie. if there are 2 contacts with the email address 'masteroftheuniverse@earth.com' then the exported most recent donation date would be the most recent for either contact. The total donated would be the total across both contacts. This is partly because there was a time we didn't have deduping in CiviCRM at all and partly to compensate for gaps in our deduping efforts.

What is included in the update?

The date for the export is compiled into the view `silverpop_export_view` before being exported into a csv. This lives in the silverpop database on the staging server.

. The nightly uploads include a calculation of which mails are opted_out based on if any of the following fields indicate opt_out:

civicrm_contact.is_opt_out

do_not_email

do_not_solicit

email.on_hold

Contacts can become opted out by the following ways

• Filling in a donation form with an opt-in option and not selecting it - the contact record is set to opt_in = 0 on import & on merge the latest is kept
• An action we import from Silverpop causing them to put on hold - see Fundraising tech/CiviCRM#Recipient data
• An action we import from Silverpop causing them to be unsubscribed - see Fundraising tech/CiviCRM#Recipient data
• Donor services manually unsubscribing them based on donor feedback via the Unsubscribe form (our url is civicrm/a/#/email/unsubscribe)
• Major gifts marking them do_not_solicit
• The donor accessing our unsubscribe form & their desire not to be subscribed being processed through our queue.

Export fields

Exported Field	CiviCRM data source	Notes
ContactID	civicrm_contact.id
contact_hash	civicrm_contact.hash
email	civicrm_email.email WHERE is_primary = 1
firstname	civicrm_contact.first_name
lastname	civicrm_contact.last_name
gender	civicrm_contact_gender_id	Options mapped to Male|Female|Transgender
country	civicrm_address.country_id WHERE is_primary = 1
state	civicrm_address.state_province_id WHERE is_primary = 1
postal_code	civicrm_address.postal_code WHERE is_primary = 1
employer_name	civicrm_contact.organization_name	This is filtered out if not provided by the contact - see notes on matching gifts fields
employer_id	civicrm_contact.employer_id	This is filtered out if not provided by the contact - see notes on matching gifts fields
IsoLang	civicrm_contact.preferred_language	First 2 letters - eg. en, es, de
latest_optin_response	civicrm.civicrm_value_1_communication_4.opt_in	This custom field is exported as 'Yes', 'No' or '' - the blank value indicates the Opt in form has not been presented to them.
TS_birth_date	civicrm_contact.birth_date	US format - ie '21/05/1980'
TS_charitable_contributions_decile	civicrm_value_1_prospect_5.charitable_contributions_decile
TS_disc_income_decile	civicrm_value_1_prospect_5.disc_income_decile
TS_estimated_net_worth	civicrm_value_1_prospect_5.estimated_net_worth_144	Fields are transformed to show the labels not db values
TS_family_composition	civicrm_value_1_prospect_5.family_composition_173	^^
TS_income_range	civicrm_value_1_prospect_5.income_range	^^
TS_occupation	civicrm_value_1_prospect_5.occupation_175	^^
TS_voter_party	civicrm_value_1_prospect_5.voter_party	^^
both_funds_donation_count	Calculated field based on wmf_donor
both_funds_first_donation_date	^^
both_funds_highest_donation_date	^^
both_funds_highest_usd_amount
both_funds_latest_donation_date
both_funds_latest_native_amount
endowment_last_donation_date
endowment_first_donation_date
endowment_donation_count
endowment_highest_donation_date
endowment_highest_native_amount
endowment_highest_native_currency
endowment_highest_usd_amount
endowment_latest_currency
endowment_latest_native_amount
AF_donation_count	Number of donations made to WMF (Annual Fund) by the contact
AF_first_donation_date
AF_highest_donation_date
AF_highest_usd_amount
AF_latest_donation_date
AF_latest_native_amount
AF_highest_native_amount
AF_highest_native_currency
AF_lifetime_usd_total
AF_latest_currency
AF_latest_currency_symbol
AF_has_recurred_donation
AF_has_active_recurring_donation
AF_recurring_first_donation_date
AF_recurring_latest_donation_date
AF_usd_total_2014
AF_usd_total_2015
AF_usd_total_2016
AF_usd_total_2017
AF_usd_total_2018
AF_usd_total_2019
AF_usd_total_2020
AF_usd_total_2021
AF_usd_total_2022
AF_usd_total_2023
both_funds_latest_currency
both_funds_latest_currency_symbol
matching_gifts_provider_info_url	civicrm_value_matching_gift.provider_info_url	The civicrm_value_matching_gift table holds the details for the employer, as accessed from the HEP database. We export the value based on using civicrm_contact.employer id on the individual record. We only export this field if the donor has provided the employer id to us through the front end form. We don't export it if, for example, we know about the relationship from a Benevity import (in which case they are already a matching gift donor and it would be wrong to send them emails asking them to join the matching gifts programme). This information is stored in civicrm_value_relationship_metadata.provided_by_donor - a custom data table that extends the relationship in CiviCRM
matching_gifts_guide_url	civicrm_value_matching_gift.guide_url	^^
matching_gifts_online_form_url	civicrm_value_matching_gift.online_form_url	^^

CiviCRM Communication Fields

On Contact Record

Field	Explanation	Example	Accoustic
id	Contact ID	4498331	ContactID
preferred_communication_method	Whether contact prefers email/phone/mail/SMS/Fax(!). We don't really use this field except possibly for high touch (major gifts) contacts	email, phone	n/a
do_not_email	Do not email this contact at any address - there are also separate fields for do_not_phone and do_not_sms	yes/no	If true set opted_out at acoustic, if false, ignore
preferred_language	What language to use with this contact	spanish	IsoLang - we export a 2 character code - eg. 'es'
email_greeting_id/email_greeting_custom	These fields allow the contact to specify how they want to be greeted in an email, the ids reference a standard set of options or it can be customized. Generally this is used for high touch contacts where we want to be more deliberate in how to address them	Dear Space Martian	n/a
is_opt_out	This is for when the user has opted out of bulk mails - in our DB this would be via SIlverpop or the unsubscribe page ds use. CiviCRM will not permit CiviMails to be sent to users with this flag set. We pass this field to silverpop as 'opted_out' - which is true if is_opt_out OR civicrm_email.on_hold OR do_not_solicit is TRUE	yes/no	If true set opted_out at acoustic, if false, ignore

On Email Record

Field	Explanation	Example
on_hold	Do not email this address as it has bounced or been undeliverable in the past	yes/no
is_bulk_mailing	Can send buik mail here	yes/no
is_primary	Is this the email address we should use for the contact?	yes/no

Communication Custom Group - Related to Contact

Field	Explanation	Example
opt_in	Whether a contact has explicitly opted in to our mailing lists	yes/no
do_not_solicit	Generally entered by Major Gifts	yes/no
Survey_group
Known_fraudster		yes/no
Employer_Name		Wikimedia Foundation
optin_source
optin_medium
optin_campaign

Matching Gifts

We have a CiviCRM extension to pull data about corporate matching gift policies from SSBInfo and store it as Organization records with custom fields. These are exported to Acoustic as follows

CiviCRM field	Acoustic export field name	notes
entity_id	employer_id	Within CiviCRM this field links the custom data we store for matching gifts for this organisation to the contact record
name_from_matching_gift_db	employer_name	Name as specified by matching gifts provider
matching_gifts_provider_info_url	matching_gifts_provider_info_url	Matching gifts provider info URL (for SSB: https://javamatch.matchinggifts.com/search/companyprofile/wikimedia_iframe/<id> from json: online_resources.id)
guide_url	guide_url	Guide URL
online_form_url	online_form_url	Online form URL
minimum_gift_matched_usd	minimum_gift_matched_usd	Minimum (USD) gift matched
match_policy_last_updated	match_policy_last_updated	Matching gifts info last updated date?

Other matching gift fields

• Matching gifts provider ID
• List of subsidiaries in a text blob (JSON? delimited list? what delimiter?)
• Flag to suppress companies from the frontend dropdown if they come in on the search but turn out to NOT actually match our donations.

Importing back from Acoustic

We retrieve the following types of data back into CiviCRM from Acoustic

• Mailing data - details & content for the emails sent through Acoustic
• Remind me later contacts - contact details of people recorded as remind me later in Acoustic
• Recipient data - details about all actions taken regarding the emails (including being send an email, opens, blocks etc)

Mailing data

Mailing data is the details of the emails sent from Acoustic. They only store this information for 450 days so we need to store it in CiviCRM if we want to see what was sent more than 18 months-ish ago. Bringing this data into CiviCRM also allows people dealing with donors to see what emails a donor has been sent.

We retrieve 2 types of data - content and statistics. The former is saved in the table civicrm_mailing and the latter is saved in the table civicrm_mailing_stats.

We store the following data in the civicrm_mailing table:

Field	Explanation	Example
name	The unique name in WCA or WCA reference (the WCA reference is the same value as stored in hash)	20190125_UnitedStates(US)_English(en)_TYCampaign_R2-5-FromGratefulInternet (1)
from_name	From name in email	Wikimedia Foundation
from_email	Email in from address	donate@wikimedia.org
replyto_email	Reply to email	donate@wikimedia.org
subject	Subject line	Our gift to you
body_text	Text version of content	Unwrap 15 gorgeous image......
body_html	Html version of content	<!DOCTYPE html>....
hash	WCA unique mailing reference	sp58317985
created_date	Date the mailing was created on	2019-01-25 13:35:36
scheduled_date	In practice this is the same as the created date	2019-01-25 13:35:36
campaign_id	Reference to civicrm_campaign table - The only additional data this table holds is start_date from WCA. I feel like the reasons for using the civicrm_campaign table may no longer be valid - I can't recall or determine what they were but I think it was to do with additional requirements that didn't eventuate - ie. distinguishing between Major gifts mailings & normal ones	97713

And we store additional fields in the table civicrm_mailing_stats - these fields are generally aggregate information as calculated by Acoustic

This table is provided by the extension Extended Mailing Stats . - it also adds the table civicrm_mailing_stats_performance which we don't use. There is double up between this & the civicrm_mailing table on some fields but that is because the schema was

determined by an external extension writer with slightly different needs.

Field	Explanation	Example
mailing_id	Link to civicrm_mailing table	4
mailing_name	Mailing name or SP ref	20190125_UnitedStates(US)_English(en)_TYCampaign_R2-5-FromGratefulInternet (1)
created_date	Scheduled Date	2019-01-25 13:35:36
start_date	Start date	2019-01-25 14:35:36
recipients	Number of mails sent for the mailing	4000
delivered	Number sent less number bounced	3950
bounced	Number bounced	50
opened_total	Total number of opens (to the extent email clients make that info available)	2500
opened_unique	Number of opens by unique recipients	2000
unsubscribed	Number of unsubscribes in response to the mailing	60
suppressed	Number of emails that WCA suppressed mailing to due to it's own internal listing of recipients who can receive our emails & have not opted out via them	200
blocked	Number of emails blocked by the recipient's provider. Providers such as AOL, gmail may block some or all of the emails based on whitelisting and blacklisting.	90
abuse_complaints	Number of users who identified our email as 'spam' or complained to WCA	3

       

Remind me later contacts

Contacts who are in Silverpop but who do not have a contact_id from CiviCRM are considered to be 'remind me later contacts' - who signed up via silverpop. We retrieve these contacts and add them to the group in CiviCRM called 'Silverpop imports' (group id is 310 - url is https://civicrm.wikimedia.org/civicrm/group/search?reset=1&force=1&context=smog&gid=310&component_mode=1 ). We retrieve the following information about them

- language

- source

- created date

- country

- email

Recipient data

We retrieve information about mailing actions (sending, opening etc) for each contact. This is raw data and contains functional duplication - eg.there will be an 'OPEN' event each time a person opens an email, some mail clients do this over and over as part of some sort of polling.

In addition to importing this information to our database for the purposes of viewing / querying we take action to not email people for some types of events. There are 2 types of actions we take

Put on hold

The api action for this is omnirecipient.process_onhold this puts the email address on hold - if we get a new email for the contact they will start getting emails again. This involves the following steps

• Set civicrm_email.on_hold to 1

Unsubscribe

The api action for this is omnirecipient.unsubscribe - this unsubscribes the contact which is involves the following steps.

• add an Unsubscribe activity
• set civicrm_contact.is_opt_out to 1.
• We also search for other instances of that email address & set civicrm_email.is_bulk_mail to 0 for them. Setting this is_bulk_email doesn't really affect anything at the moment but we also do is for DS unsubscribes.

This information is stored in the civicrm_mailing_provider_data table with the following fields

Column	Used for	Notes
contact_identifier	Acoustic contact reference	This can be appended to this url https://engage4.silverpop.com/searchRecipient.do?action=edit&listId=9644238&recipientId= to find the contact in Acoustic
contact_id	CiviCRM contact reference	The CiviCRM contact ID is stored in Acoustic against the contact record. If the Acoustic contact does not have a contactId they will be imported into CiviCRM as a 'remind me later' contact - ie a contact who entered our system from an Acoustic form.
mailing_identifier	Acoustic Mailing reference	This is the internal Acoustic mailing reference. It consists of the prefix 'sp' and the Acoustic reference number. The 'sp' prefix stands for Silverpop and is a convention from the email team (possibly legacy). The reference number can be appended to this url https://engage4.silverpop.com/ux/#/sentMailing/ to view the mailing in Acoustic It can be used to civicrm_mailing.hash field to get data about the mailing
email	Contact email	Email that was used for the sending - contact's email may change but this should not.
recipient_action_datetime	Timestamp of action	Makes up unique key in combination with contact_identifier & mailing_identifier
event_type	Action	Type Meaning Our actions Sent We sent them the mailing Open They opened the mailing AND we know they did (not all opens result in an open action) Click Through They clicked on a link in the mailing Clickstream Opt Out Action Unsubscribe Hard Bounce Put mail on hold Reply Abuse Action Unsubscribe Reply Change Address Reply Mail Block Put mail on hold Reply Mail Restriction Reply Other Soft Bounce Suppressed Suppressed by WCA based on their own lists - e.g AOL won't accept our emails so all AOL are suppressed Action Unsubscribe
is_civicrm_updated	Track whether we have performed an action (e.g unsubscribe) yet

Forgetting

When a contact asks to be forgotten we upload this request to Acoustic. We need to do that once for each of the 'databases' Acoustic holds for us - the list of these is held in a setting within CiviCRM and hard-coded into civicrm.settings.php on production.

Under the hood the following happens

1. When the forget me action is take on a contact a row is added to the civicrm_omnimail_job_progress table
2. When the scheduled omnimail_recipient_process_forgetme job runs separate rows in the table are created for each Acoustic 'database' (these can be viewed through search kit - as in this search display or the API explorer
3. A forget me request is sent for each database
4. Next run it checks on the status of the forget me request (by querying Acoustic) - if the request has successfully been completed the row is removed
5. A separate job checks the rows do not stall in the job_progress table and sends fail mail if they do.

The forget me request is technically the same as uploading an email in the UI to be subject to a GDPR erasure request as outlined here. Despite the terrifying message it will only deleted the email/s in the uploaded csv.

File:Scary message.png

Running silverpop code locally

On docker builds

This is what works for me.... https://gerrit.wikimedia.org/r/c/wikimedia/fundraising/tools/+/673176

Pre docker notes

The following notes were writting prior to our docker shift.

To test this locally, you'll need a settings file for silverpop_export. All of the python tools look for settings files in /etc/fundraising, overridden by settings in $HOME/.fundraising/.

So in one of those places, create a silverpop_export.yaml with contents like so:

logging:
    disable_existing_loggers: false
    version: 1

    formatters:
        app_prefixed:
            # TODO: You need to replace this with each app's name, until we
            # figure out something better.
            format: "silverpop_export: %(message)s\n"

    handlers:
        console:
            class: logging.StreamHandler
            stream: ext://sys.stdout

        error:
            # Defaults to sys.stderr
            class: logging.StreamHandler
            level: ERROR

        syslog:
            class: logging.handlers.SysLogHandler
            level: DEBUG
            # The app prefix is required to trigger patterns on the other end
            # of rsyslogd.
            formatter: app_prefixed

            # TODO: Custom rsyslogd configurations will require `address` and
            # `socktype` keys here, for example:
            address:
                - localhost
                - 514
            # Magic for socket.SOCK_STREAM, aka. the TCP protocol.
            socktype: 1

    # Note that overriding the root logger is rude.
    root:
        # Pass through maximum logging, and let syslog sort it out.
        level: DEBUG
        handlers:
            - syslog
            - console
            - error

# Directory which will stage the working files
working_path: /tmp/

# For archival purposes, how many days of old runs should we keep? 0 means forever.
days_to_keep_files: 1

# Login credentials for the silverpop transfer server
sftp:
    host: 123.123.123.123
    username: foo
    password: "abc123"
    host_key:

    remote_root: /upload/

log_civicrm_db:
    db: civicrm

civicrm_db:
    db: civicrm

drupal_db:
    db: drupal

silverpop_db:
    host: localhost
    user: "silverpopuser"
    passwd: "pass1234"
    db: silverpop
    debug: true
    charset: "utf8"

Depending on your rsyslogd configuration, you may need to change the handlers/syslog/address key.

The silverpop user should have ALL rights in the silverpop db, and SELECT rights to the other dbs.

cd into your tools folder and test the export like so:

PYTHONPATH=`pwd` python3 silverpop_export/update.py

For most updates, you will be making changes in the silverpop_export/update_table.sql file. Make sure to coordinate with Caitlin Cogdill before deploying anything that will change the output format.