Setting Up the Dotdigital Integration: Syncing Customer Profiles
Dotdigital events rely on matching each Rivo member to a Dotdigital contact. After you connect Dotdigital in Rivo, run a customer sync before expecting loyalty events to appear in Dotdigital for your existing customers.
This is especially important when you first connect the integration. Event tracking can be enabled right away, but events are only sent for customers whose Dotdigital contact has synced successfully.
Before You Start
You will need your Dotdigital API user details:
API User Email
API User Password
Region
Create an API user in Dotdigital with contact and event permissions before entering these details in Rivo.
Connect Dotdigital in Rivo
From your Rivo dashboard, go to Integrations.
Select Dotdigital.
Enter your API User Email , API User Password , and Region.
Save the integration.
Turn the integration ON from the Status card.
Run the initial customer sync before relying on Dotdigital events for existing customers.
After the integration is connected and enabled, the Data Sync card appears on the Dotdigital integration page.
If you do not see the Dotdigital integration page, your Rivo plan may not include integrations or your store may have reached its integration limit.
Run the Initial Customer Sync
Use the Data Sync card to sync your existing customers to Dotdigital.
On the Dotdigital integration page, find the Data Sync card.
Click Sync Customers.
Choose All customers (Recommended) for the first sync.
Click Sync Customers to queue the sync.
For the initial setup, choose All customers (Recommended). This sends all customer profiles with email addresses to Dotdigital so future Rivo events can be matched to the right Dotdigital contacts.
You can also choose Customers missing profiles only for later maintenance syncs when you only want to sync active customers who do not already have a Dotdigital profile in Rivo. If you are troubleshooting customers who were already attempted, choose All customers (Recommended) instead so Rivo can refresh those profiles.
Manual customer syncs can be started once per hour. If the button is disabled, wait until an hour has passed since the last sync was started.
After the initial sync has started, choose the events you want to send from the Custom Events Trigger section.
Why Profile Sync Matters for Events
Rivo only sends a Dotdigital event when the customer has a successfully synced Dotdigital profile.
If a customer does not have a Dotdigital profile yet, Rivo will try to create one and retry the event for a short period. If the profile still has not synced successfully, the event will not be sent.
For best results, run the full customer sync immediately after connecting Dotdigital, then enable the events you want to use for Dotdigital segments, automations, and reporting.
If a profile does not finish syncing after Rivo retries it, start another sync and choose All customers (Recommended). The Customers missing profiles only option is best for customers who have not been attempted yet, not for refreshing profiles that need another attempt.
Check Sync Progress
The Data Sync card shows a summary of profile sync activity, including:
Profiles synced in the last day
Total Dotdigital profiles tracked in Rivo
Customers with no email address
Customers with invalid Dotdigital emails, if any are found
When the last full sync was started
When the last individual profile was synced
If customers have invalid Dotdigital emails, click the customer count in the Data Sync card to open the matching customer segment in Shopify. Update those customer email addresses in Shopify, then run All customers (Recommended) again. If events are still missing after email issues are fixed, run All customers (Recommended) again to refresh previously attempted profiles. If you are not sure which customers need attention, contact support and share what you see in the Data Sync card.
Customers with no email address cannot be synced to Dotdigital until an email address is added.
What Rivo Sends to Dotdigital
Profile sync sends loyalty data to Dotdigital contact profiles, including:
Points balance
Points cash value, when your program uses a points-to-cash value
Credits balance
Loyalty status
Referral URL
Date of birth, when available
VIP tier
Membership tier, status, and billing dates, when available
Store credit code, when available
The Custom Events Trigger section lets you choose which loyalty events Rivo sends to Dotdigital. Available event categories include points earned, VIP tier changes, rewards redeemed, referral activity, reward and points expiry notifications, account activation, birthday captured, and membership events.
Troubleshooting
Events are enabled, but nothing is appearing in Dotdigital
Run Sync Customers and choose All customers (Recommended). Existing customers need a synced Dotdigital profile before their Rivo events can be sent.
Some customers are missing events
Check the Data Sync card for customers with no email address or invalid Dotdigital emails. Fix those email addresses in Shopify, then run another full customer sync.
I corrected customer emails. Which sync option should I use?
Use All customers (Recommended) after correcting email addresses. This gives Rivo the chance to refresh profiles that were previously skipped, failed, or already attempted.
The sync still does not complete
If you have corrected email issues and run a full sync but profiles still do not appear to sync, contact support with the Dotdigital integration page open and include what you see in the Data Sync card.