Salesforce and LinkedIn are two major players in the world of CRM and professional networking. With Salesforce’s acquisition of LinkedIn in 2016, there has been increased integration between the two platforms. This has led many Salesforce and LinkedIn users to wonder – can Salesforce track LinkedIn messages?
The short answer is yes, Salesforce can track some LinkedIn messaging activity when the platforms are integrated. However, the level of tracking depends on the type of Salesforce and LinkedIn accounts involved, as well as the integration settings.
In this article, we’ll take a deep dive into how Salesforce and LinkedIn integrate, the different message tracking capabilities, and how to control tracking based on your preferences and privacy requirements.
Salesforce and LinkedIn Integration
Salesforce and LinkedIn can be integrated in two main ways:
LinkedIn Sales Navigator
LinkedIn Sales Navigator is LinkedIn’s premium sales tool. It can be integrated directly into Salesforce to allow Salesforce users access to Sales Navigator data and features from within Salesforce.
With this integration, Salesforce users can see LinkedIn profiles, connection data, company pages, and more for their leads and contacts. However, this integration does not allow Salesforce to track LinkedIn messaging.
LinkedIn SSO and Lead Capture
The other way Salesforce and LinkedIn integrate is via LinkedIn’s single sign-on (SSO) and lead capture functions.
LinkedIn SSO allows users to log into external apps like Salesforce using their LinkedIn login credentials. LinkedIn lead capture allows users to capture LinkedIn profile data as leads in apps like Salesforce.
When a user has integrated their LinkedIn and Salesforce accounts using SSO and lead capture, this enables more LinkedIn data to be shared into Salesforce. Depending on the configuration, this can include access to LinkedIn messaging data.
What LinkedIn Messaging Data Can Salesforce Track?
With LinkedIn SSO and lead capture integration, Salesforce can import some data on LinkedIn messages between leads/contacts and Salesforce users. However, there are limitations to what message data Salesforce can actually see.
Connection Request Messages
When a Salesforce user receives a connection request message on LinkedIn from one of their Salesforce leads or contacts, this event can be tracked in Salesforce.
The connection request will show up as a LinkedIn social activity on the lead/contact record in Salesforce. This allows Sales reps to see when their prospects and connections have reached out to connect on LinkedIn directly within Salesforce.
InMail Messages
With LinkedIn InMail integration enabled in Salesforce, Sales teams can track sent and received InMail messages directly in Salesforce.
When a Salesforce user sends an InMail message to a lead or contact through Salesforce, the Sent InMail will be logged on the record. When the recipient replies, the received InMail will also show up in the activity history.
This allows Sales teams to track their InMail outreach through Salesforce without toggling between platforms.
General Messaging
Besides connection requests and InMail, the general messaging that occurs on LinkedIn between users cannot be tracked in Salesforce. This includes standard LinkedIn messages, Group messages, etc.
While Salesforce can track some high-level LinkedIn messaging stats like how many messages a lead or contact has received, the content of general messages cannot be imported into Salesforce.
How Salesforce Tracks LinkedIn Messages
When LinkedIn SSO and lead capture are enabled, here is how LinkedIn messaging activity is tracked within Salesforce:
LinkedIn Activity Tracking Fields
Special LinkedIn activity tracking fields are added to lead, contact, and account records in Salesforce. These include fields like:
- LinkedIn Profile URL
- Number of LinkedIn Connections
- Number of new LinkedIn Messages
- Last LinkedIn Activity Date
As LinkedIn activity occurs through SSO, these fields are updated to reflect the activity. For example, Number of new LinkedIn Messages would increment when the integration detects a new message.
LinkedIn Activity Comment Field
A comment field shows LinkedIn activity details, such as:
- “Received connection request from [User]”
- “Sent InMail to [User]”
These comments provide more context around the LinkedIn messaging and connection activity.
LinkedIn Activity Social Panel
The LinkedIn Social Panel in Salesforce shows a stream of recent LinkedIn activity, including connection requests, InMails, and profile views. This provides an easy way to monitor LinkedIn activity from directly within Salesforce.
Controlling Salesforce Tracking
As a Salesforce admin or user, it is possible to control how much LinkedIn data is tracked within Salesforce. Options include:
Limit SSO
If SSO integration is not enabled, LinkedIn messaging cannot be tracked in Salesforce. SSO effectively acts as the gateway for LinkedIn data to flow into Salesforce.
Adjust Lead Capture Settings
Within lead capture settings, admins can toggle which LinkedIn data fields are imported into Salesforce. Turning off message related fields will stop that data from syncing over.
Use Private Mode
LinkedIn members can turn on Private Mode which limits the LinkedIn data that gets shared with third-party apps like Salesforce. This prevents message info from being imported.
Revoke App Authorizations
Members can revoke authorization for apps like Salesforce to access their LinkedIn data at any time. Doing so completely cuts off data access, including messages.
Best Practices for Tracking
Here are some best practices to follow when tracking LinkedIn messages in Salesforce:
Inform Users
Clearly communicate how LinkedIn messaging will be tracked to any users integrated with Salesforce. Make sure they understand before enabling functionality.
Limit Access
Only provide LinkedIn tracking access to Sales reps that need it. Don’t track message data company-wide.
Use Responsibly
Train reps to use LinkedIn message data responsibly, without being overly salesy or spammy. Respect prospect privacy.
Stay Compliant
Ensure tracking and data usage complies with privacy regulations like GDPR and CCPA based on your locations.
Add Value
Use tracked LinkedIn messages to provide more value to prospects, not just more sales outreach.
Conclusion
In summary, Salesforce can track certain LinkedIn messaging activity when accounts are integrated using SSO and lead capture. Specifically, connection requests and InMail messages can be tracked directly in Salesforce for relevant leads and contacts.
However, the content of general LinkedIn messaging cannot be seen in Salesforce. There are also options for controlling the level of message tracking and respecting user privacy.
When used responsibly, having context on LinkedIn messaging within Salesforce can help sales teams deliver better, more personalized outreach. But it’s important to be transparent with users on what data is collected and how it is used.
Frequently Asked Questions
Can Salesforce see my LinkedIn messages?
Salesforce cannot see the content of your general LinkedIn messaging. However, it can track metadata and see connection requests and InMail messages sent between you and Salesforce users you are connected with.
What specific message data can Salesforce capture?
Salesforce can capture connection request messages, InMail messages, and high-level metadata like number of messages sent/received. But not the content of standard messages.
Can Sales reps respond to LinkedIn messages in Salesforce?
No, Salesforce currently only captures LinkedIn messaging data for tracking purposes. Reps cannot respond directly to LinkedIn messages in Salesforce. They would need to log into LinkedIn to respond.
Is LinkedIn message tracking required for Salesforce integration?
No, tracking LinkedIn messages in Salesforce requires enabling SSO and lead capture integrations specifically. Orgs can integrate LinkedIn without tracking messages.
Can I stop my LinkedIn messages from syncing to Salesforce?
Yes, you can use LinkedIn private mode, revoke app authorizations, or disconnect SSO to prevent your LinkedIn messaging info from syncing to Salesforce.
Does LinkedIn message tracking comply with privacy regulations?
Salesforce and LinkedIn aim to provide tracking and integrations that comply with privacy laws. But orgs should verify compliance based on their locations and usage. Limiting data collection when possible is recommended.
Can Salesforce track any changes I make to my LinkedIn profile?
If SSO is enabled, Salesforce can capture certain profile changes like new connections, profile views, and general profile updates. But it won’t capture every individual change.
Is it possible to integrate Salesforce and LinkedIn without any message tracking?
Yes, orgs can use integration methods like LinkedIn Sales Navigator that do not involve SSO or lead capture. This avoids syncing any LinkedIn messaging info into Salesforce.
What should I do if I have concerns about LinkedIn message tracking?
Reach out to your Salesforce or LinkedIn admins with any concerns. You can also use LinkedIn privacy settings and Salesforce access controls to limit tracking of your messaging activity.
Summary
– Salesforce can track LinkedIn connection requests and InMail when integrated via SSO and lead capture.
– General LinkedIn messaging content cannot be seen in Salesforce.
– Admins and users have options to control the level of message tracking.
– Responsible tracking can provide sales context while respecting privacy.
– Thoroughly inform users if planning to track LinkedIn messaging activity in Salesforce.
