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 name	API	Options used	Notes
Get recipient data	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.

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. 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.

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

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.