Things to Know

• Ensure you are logged out of Salesforce on all open browsers before establishing the Salesforce connection.
• The integration does not create Campaigns, but can update them.
• The integration automatically adds Campaign Member Status values: Registered, Attended, and Attended On-demand.
• Clients can add custom fields to the Campaign and Campaign Member objects to store additional ON24 activity.
• The integration does not update existing Contacts or Leads; instead, it creates new leads if an existing contact or lead is not found, as per the defined mapping.
• With the create new leads feature, Company is a required registration field.
• If you have fuzzy match enabled, you will need to allow the integration to bypass that feature.
• Backfills are not available.
• You can connect the integration to a Salesforce sandbox for testing before switching to production.  Ensure field mappings are consistent between environments.
• The Salesforce Campaign ID must be entered in the Campaign Code field on the Overview page for each event.
• Click here to download a self-service integration flow chart if you'd like.
• The option to map to a custom object is available in addition to mapping to the Campaign and Campaign Member objects. It does not replace either of these existing mapping options.

Configuration

The ON24 self-service integration allows clients to configure and enable synchronization between ON24 and Salesforce directly from the ON24 platform.

This setup supports creating new leads if a contact or unconverted lead cannot be found.  ON24 maps events to contacts, leads, campaigns, and campaign member records.

• Ensure you are logged out of Salesforce on all open browsers before establishing the Salesforce connection.
• Ensure that custom fields are added to the Salesforce Campaign Member object. These fields will capture ON24 engagement data.  Click on this link for the ON24 API Data Salesforce Self-Serve workbook with all the available fields.
• You will need to create a dedicated user with ON24 login access to authenticate the Salesforce connection.
• If you have fuzzy match enabled, you will need to either exclude the dedicated connection user or alter the fuzzy match to make it harder to match.

Salesforce OAuth Connection Setup

• Using the Standard Salesforce User License
• Using a System Admin (or custom Admin) License

Using the Standard Salesforce User License

Step 1: Create a Dedicated Salesforce User

Create a new dedicated Salesforce user with:

• User License: Salesforce
• Profile: Standard User 
• Note: Leave the Role set to <None Specified> to avoid hierarchy-related permission issues. 

Verify that the Marketing User checkbox is enabled for the user.

Step 2: Create Permission Set

This permission set is required in all scenarios and grants ON24 access to the necessary Salesforce objects and fields. 

1. Under System Permissions, enable the API Enabled and Approve Uninstalled Connected Apps permissions.
2. Click Save and then select Object Settings.

At a minimum, the following permissions must be enabled in the Object Settings:

• Leads: Modify All Records is required to create new leads
• Contacts: Read and View All Records 
• Campaigns: Read, Create, Update - verify all necessary fields are accessible to the integration user
• Campaign Members: Verify all necessary fields are accessible to the integration user

Step 3: Assign Permission Set to the User

1. Return to the newly created ON24 integration user
2. Scroll to Permission Set Assignments and add the permission set(s) created above
3. Save the user 

Using the System Administrator User License

Create a new Salesforce user with:

• User License: Salesforce
• Profile: System Administrator
• Note: Leave the Role set to <None Specified> to avoid hierarchy-related permission issues. 

Verify that the Marketing User checkbox is enabled for the user.

Setup Steps for the SFSC Connection

In your ON24 account, open the Integrations dashboard from Platform Tools, click on API Tokens, and select Provision a New API Access Token.  Note the Token Key and Token Secret. 

Once you have provisioned a token, click on the Integrations tab, scroll down to ON24 > Salesforce Sales Cloud, and click Configure.

Enter the ON24 API Key and Secret to establish the connection. 

Installing the Connected App

1. Set up the OAuth connection in ON24.
2. In Salesforce, go to Setup and search for Connected Apps in the Quick Find.
3. Select Connected Apps OAuth Usage.
4. Locate the connected app:
   • ON24 Marketplace (for ON24 integrations)
   • TIBCO Scribe® Online Connector for Salesforce (for Scribe integrations)

5. Under App Actions, click Load Actions, then Install.
6. When prompted, click Install again to confirm.

 

Toggle off the PKCE Extension

For the current integration configuration, Require Proof Key for Code Exchange (PKCE) should be toggled off to allow the authentication flow to complete successfully. This setting is required for compatibility with the integration's supported authentication method.

1. While still in Setup, search for OAuth and OpenID in the Quick Find.
2. Select OAuth and OpenID Connect Settings.

3. Locate Require Proof Key for Code Exchange (PKCE) Extension for Supported Authorization Flows and verify the option is toggled to Off.

Once the Connect App is installed and the PKCE is toggled off, the connected app setup is complete. 

Mapping the Integration

Step 1: Lead and Contact Configuration

ON24 looks up Leads and Contacts using the email address to find matching records.
 
Determine whether the Integration creates or updates Contact and Lead Records.

• If you want the integration to Create New Contacts and/or Update Existing Contacts, select these checkboxes, and deselect both the Leads Create New and Update Existing Leads checkboxes.
  • If you choose to create new contacts, ON24 will ignore Leads entirely in the integration.
• The Create New Leads and Update Existing Leads checkboxes are selected by default, allowing the integration to create new leads and update existing leads for current Null/Empty API Fields.
  • If you choose to not update Existing Leads, uncheck the box next to the selection.
• If you do not want the integration to create new leads or contacts, or update existing leads or contacts, uncheck the checkboxes and select Next.  If leads or contacts are not being created or updated by the integration, click here for your next step.

Note: When the ON24 integration is not creating new Leads or Contacts, registrant and attendee data will take up to three hours to sync to Salesforce.  This gives your marketing automation platform (for example, Pardot, Marketo, or Eloqua) time to create the Lead or Contact in Salesforce first.

Step 2: Creating and/or Updating Contacts

If you checked Create New Contacts or Update Existing Contacts, you’ll need to define the mapping between ON24 registration fields and Salesforce Contact fields.

Fields are grouped by type: 

• Text (including picklists)
• Number
• Date/Time
• Boolean
• Reference (only available when creating new Contact Records)

ON24 displays the available Salesforce Contact fields in drop-down lists based on the field type.

To map a hardcoded value, select the Salesforce Contact field you want to populate. In ON24 Registrant Fields, enter the value you want to hardcode, then select Set to from the option displayed.

Note: Email and Last Name are required registration fields to create new contacts (required by Salesforce).

Some Salesforce instances require 'Country' values. You can view the full list of default countries here. If you are unable to adjust your Salesforce Country field list (or Picklist), please refer to these steps for additional assistance.

Step 3: Creating and/or Updating Leads

If you checked Create New Leads or Update Existing Leads, you’ll need to define the mapping between ON24 registration fields and Salesforce Lead fields.

Fields are grouped by type: 

• Text (including picklists)
• Number
• Date/Time
• Boolean
• Reference (only available when creating new Lead Records)

ON24 displays the available Salesforce Lead fields in drop-down lists based on the field type.

To map a hardcoded value, select the Salesforce Lead field you want to populate. In ON24 Registrant Fields, enter the value you want to hardcode, then select Set to from the option displayed.

Note: Company, Last Name, and Email are required registration fields to create new leads (required by Salesforce).

Some Salesforce instances require 'Country' values. You can view the full list of default countries here. If you are unable to adjust your Salesforce Country field list (or Picklist), please refer to these steps for additional assistance.

Step 4: Salesforce Campaign Member Field Mapping (Registrant Data)

You can map ON24 registration data to Salesforce Campaign Member fields. Mapping to a custom object is also available.

Map ON24 registration data—such as custom fields, UTM parameters, and Opt-in Marketing—to the corresponding Salesforce Campaign Member fields.

Fields are grouped by type: Text (including picklists), Number, Date/Time, and Boolean. ON24 displays the available Salesforce Campaign Member fields in drop-down lists based on the field type.

To map a hardcoded value, select the Salesforce Campaign Member field you want to populate. In ON24 Registrant Fields, enter the value you want to hardcode, then select Set to from the option displayed.

Step 5: Salesforce Campaign Member Field Mapping (Attendee Data)

You can map ON24 engagement data (e.g., polls, content downloads) to Salesforce Campaign Member Fields.

Fields are grouped by type: Text (including picklists), Number, Date/Time, Boolean. ON24 displays the available Salesforce Campaign Member fields in drop-down lists based on the field type.

To map a hardcoded value, select the Salesforce Campaign Member field you want to populate. In ON24 Registrant Fields, enter the value you want to hardcode, then select Set to from the option displayed.

Step 6: Salesforce Campaign Field Mapping

You can map ON24 event metadata to Salesforce Campaign fields. Mapping to a custom object is also available.

Map ON24 event metadata (e.g., Event Tags, Number of Poll Responses) to the corresponding Salesforce Campaign fields.

Fields are grouped by type: Text (including picklists), Number, Date/Time, and Boolean. ON24 displays the available Salesforce Campaign Member fields in drop-down lists based on the field type.

To map a hardcoded value, select the Salesforce Campaign Member field you want to populate. In ON24 Registrant Fields, enter the value you want to hardcode, then select Set to from the option displayed.

Step 7: Choose if Custom Object Records are Created

Step 8: Map Contact and Lead Relationship

Select the Salesforce lookup fields on your custom object that connect records to Contact and/or Lead records, along with the ON24 Event User ID field.  These relationships are required before ON24 can map registrant or attendee data to the correct person record in Salesforce. 

• Contact field:  Contact ID or Email
• Lead field:  Lead ID or Email
• Event User ID field:  eventuserid

Step 9: Salesforce Custom Object Field Mapping (Registrant Data)

Map ON24 registration data—such as custom fields, UTM parameters, and Opt-in Marketing—to the corresponding Salesforce Custom Object fields.

Fields are grouped by type: Text (including picklists), Number, Date/Time, and Boolean. ON24 displays the available Salesforce Custom Object fields in drop-down lists based on the field type.

To map a hardcoded value, select the Salesforce Custom Object field you want to populate. In ON24 Registrant Fields, enter the value you want to hardcode, then select Set to from the option displayed.

Step 10: Salesforce Custom Object Field Mapping (Attendee Data)

You can map ON24 engagement data (e.g., polls, content downloads) to Salesforce Custom Object Fields.

Fields are grouped by type: Text (including picklists), Number, Date/Time, and Boolean. ON24 displays the available Salesforce Custom Object fields in drop-down lists based on the field type.

To map a hardcoded value, select the Salesforce Custom Object field you want to populate. In ON24 Registrant Fields, enter the value you want to hardcode, then select Set to from the option displayed.

Step 11: Enabling the Integration

Once enabled, the integration will display as active. You can update authentication or mapping at any time using the Configure button. To deactivate, use the Disconnect button. 

Step 12: Campaign ID Requirements to Ensure a Successful Data Synchronization

When you want to connect your Campaign to an ON24 event, you will need to enter the Campaign ID in the Campaign Code field under Details on the Overview page of the event.
 
Note: When the integration is first configured, it will pull in and push to Salesforce the last 30 days of data. It is recommended that you enter the campaign ID in the Campaign Code field prior to configuring the integration.
 
Reach out to ON24 Support for any issues.   
 

Timing

Scheduled Timing

Scheduled timing is when the data passes from ON24 to your end system.  The integration is scheduled to run every hour, syncing the last 24 hours of activity.  After the first activation, it will push the last 30 days of activity. 

Note: Scheduled timing is different from Availability Timing.

Availability Timing

Availability Timing refers to when data is available in the data warehouse for the integration platforms to collect.

Timing may vary on heavy traffic days.

• Registrant - 15 minutes
• Attended Live - 30 minutes to 2 hours after the event ended
• Attended On-demand - 4 to 12 hours

Data is processed and made available in a defined order based on business relevance. 

• Registrant data is prioritized and becomes available first. Attendee data will be provided once event activity is complete and reporting is finalized.
• Within attendee data, live event information is prioritized over on-demand activity because of its immediate relevance. On-demand data is processed after live data and appears once all reporting is complete.

This prioritization ensures the most relevant, time-sensitive information is available first while maintaining consistent, reliable reporting across all datasets.

Note: Availability timing is different from Scheduled timing.