How do I configure the Marketo integration in Chat?

The Marketo integration enables marketing teams to sync Chat data directly to Marketo. You can create and update Leads, log Chat and Meeting activities as Custom Activities, use Marketo Lead and Company fields in routing rules, and map Chili Piper data fields to Marketo fields.

Table of Contents

• How to Set Up the Marketo Connection
• Marketo Permissions Required
• Data Field Mapping
• Using Marketo Fields in Rules
• Marketo-Related Nodes in Journeys
  • Update or Create Lead Node
  • Update Field Node
  • Log Chat Activity Node
  • Log Meeting Activity Node
• Limitations

How to Set Up the Marketo Connection

Setting up the Marketo integration requires three pieces of information from your Marketo instance: a Client ID, a Client Secret, and an Endpoint URL.

Step 1: Create a LaunchPoint Service in Marketo

1. In Marketo, go to Admin > Integration > LaunchPoint.
2. Select New > New Service.
3. Set the Service type to Custom.
4. Create or select an API-Only user for the service.
5. Copy the Client ID and Client Secret from the service details.

Step 2: Get Your Endpoint URL

1. In Marketo, go to Admin > Integration > Web Services.
2. Under the REST API section, copy the Endpoint URL (e.g. https://xxx-xxx-xxx.mktorest.com). Do not include the /rest suffix – Chili Piper adds this automatically.

Step 3: Connect in Chili Piper

1. In Chili Piper, go to Admin Center > Integrations.
2. Find the Marketo integration card and select Connect.
3. Enter the Client ID, Client Secret, and Endpoint URL.
4. Select Connect.

If the connection is successful:

• Two custom activity types are automatically created in your Marketo instance: New Chili Piper Chat and New Chili Piper Meeting;
• The integration card status changes to Connected.

If the connection fails, an error message is displayed with the reason. Verify that all required permissions are configured (see next section) and try again.

Note: All connection and reconnection attempts are logged for troubleshooting purposes.

Marketo Permissions Required

The Marketo API user must have the following scopes assigned:

• Read-Only Lead;
• Read-Write Lead;
• Read-Only Company;
• Read-Write Company;
• Read-Only Opportunity;
• Read-Write Opportunity;
• Read-Only Sales Person;
• Read-Only Custom Object;
• Read-Write Custom Object;
• Read-Only Activity;
• Read-Write Activity;
• Read-Only Program Member;
• Read-Write Program Member;
• Read-Only Custom Object Metadata;
• Read-Write Custom Object Metadata;
• Read-Only Metadata;
• Read-Write Metadata.

Marketo uses key-based authentication. If you need to add missing permissions after connecting, you can do so in your Marketo admin panel without disconnecting and reconnecting the integration in Chili Piper.

⚠️ Warning: Chili Piper's connection test only checks basic API access – it does not verify every permission scope. This means the connection can show as successful even if a required scope (like Read-Write Activity) is missing. The missing permission will only cause errors later, when a journey tries to use it. Assign all scopes listed above before connecting.

Data Field Mapping

Once Marketo is connected, a Mapping to Marketo section appears in the Data Fields configuration, below the existing Mapping to Salesforce section.

Where to Find It

1. Go to Admin Center > Data Fields.
2. Select Person or Company objects.
3. Scroll below the Salesforce mapping to find the Mapping to Marketo section.

Default Mapped Fields

Person (Lead) Fields:

Company Fields:

Adding Custom Mappings

1. In the Mapping to Marketo section, select Add Mapping.
2. A sidebar panel opens with three fields:
   1. Source – Select Marketo.
   2. Object – Select Lead or Company.
   3. Field – Select the Marketo field to map to.
3. Select Save.
4. Select Publish to apply the changes.

Syncing New Fields

Marketo fields are fetched on demand each time you open the Data Fields page or the rule builder. If you add new custom fields in Marketo, they will appear automatically the next time you load these pages.

Note: Field type validation is enforced. Non-compatible Marketo field types are hidden from the field picker. For example, a phone field cannot be mapped to a picklist field.

Using Marketo Fields in Rules

Marketo Lead and Company fields are available as conditions in any rule within a journey.

How to Add a Marketo Condition

1. Open a rule in the rule builder.
2. In the Object List, find the Marketo section.
3. Select Lead or Lead > Company as the object.
4. Select the field you want to evaluate.
5. Choose an operator and set a value.

Marketo does not expose picklist values via the API. For picklist-type fields, you must enter the value manually.

You can combine Marketo conditions with Salesforce and Chili Data conditions in the same rule. There are no restrictions on mixing data sources.

Marketo-Related Nodes in Journeys

Marketo action nodes appear under a dedicated Marketing Automation section in the action node menu. These nodes are only visible when the Marketo integration is connected.

⚠️ Warning: All Marketo action nodes require the visitor's email to be captured earlier in the journey (for example, via a question node or form). If the email has not been captured on the same path or a parent path, a validation error is displayed when publishing.

Update or Create Lead Node

This node creates a new Lead in Marketo, updates an existing one, or both. It uses email-based deduplication – if a Lead with the same email already exists, it is updated rather than duplicated.

Configuration

Select one of the following modes:

1. Update existing Lead only – Update a matched Lead with the latest data. Do not create a new Lead.
2. Update existing Lead or create new ones – Update a matched Lead with the latest data. Create a new Lead if no match is found.
3. Create a new Lead only – Create a new Lead when no matched Lead is found.

Optionally, select Add to List to add the Lead to a static list. All active static lists in your Marketo instance are available in the dropdown.

The node preview displays the selected mode and list.

Note: Add to Program is not available in this node.

Update Field Node

This node updates Lead field values in Marketo directly from the journey. You can update multiple fields in the same node.

Configuration

1. Select the Object (Lead).
2. Select the Field you want to update.
3. Set the Value.
4. Optionally add more fields to update in the same node.

Note: Company fields are not yet available in the Update Field node. Currently, only Lead fields can be updated.

Log Chat Activity Node

This node logs a New Chili Piper Chat custom activity on the Lead's Activity Log in Marketo.

Marketing teams can use this activity as a trigger in Smart Campaigns, for lead scoring, and in reports.

Configuration

1. Delay before Logging Activity – Set the number of minutes to wait after the last message before logging the activity. The default is five minutes.

The chat transcript is always included in the activity.

In Marketo, this activity appears with the filter name New Chili Piper Chat Started and the trigger name New Chili Piper Chat.

Log Meeting Activity Node

This node logs a New Chili Piper Meeting custom activity on the Lead's Activity Log in Marketo when a meeting is booked via Chat.

This node appears in the action node menu but is grayed out until placed on the Scheduled path after a Display Calendar node.

In Marketo, this activity appears with the filter name New Chili Piper Meeting Scheduled and the trigger name New Chili Piper Meeting.

Limitations

• Marketo fields are fetched on demand, not synced in the background. New fields appear when you reload the Data Fields page or rule builder;
• All Marketo action nodes require the visitor's email to be captured first in the journey;
• Cookie-based visitor matching (using the Marketo _mkto_trk cookie) is not available;
• Company fields are not yet available in the Update Field node. Only Lead fields can be updated;
• Add to Program is not yet available as a journey node;
• Connection verification does not validate individual permission scopes. If a required scope is missing, the connection will succeed but that specific operation will fail at runtime.