Emma group has fewer contacts than corresponding Salesforce group

  • 1
  • Problem
  • Updated 5 years ago
  • Not a Problem
I created an Emma group in Salesforce, but it didn't sync properly. There are 500+ leads in the group on the Salesforce side, but only 433 showed up in Emma. I created the group all at one go and followed the exact same procedure I've used for other Salesforce/Emma groups. This is the first one that hasn't synced completely. What could be wrong?
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Posted 5 years ago

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Photo of Katie Watts

Katie Watts, Support Team Manager

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Official Response
So glad you got to the bottom of things, HouseLens!

You're exactly right that although Salesforce will allow multiple lead/contact records to share the same primary email address, Emma uses email address as the unique identifier so each email address will only be added to the group within your Emma audience once. Beyond duplicate email addresses, another reason for a quantity difference in the group within Salesforce and the group within Emma is that you can have lead/contact records in Salesforce without any primary email address included. In those cases when you've included in your Emma Group in Salesforce lead or contact records that don't have a primary email address populated, there won't be anything synced over to the audience group in Emma for those leads/contacts since we require an email address as the unique identifier to generate a record within your Emma audience.

Finally, one other thing to check when it comes to group count differences with the integration is whether or not the leads/contacts in your Emma Group within Salesforce have been previously deleted from your Emma audience. If a member has been deleted from your Emma audience, that record exists in a "deleted" state, so a new record won't be generated by the sync. If you think you  might have some deleted records in Emma that could be a part of the Emma Group you're trying to sync, you'd want to undelete those records from your Emma audience so the syncing can resume. Sounds like you're good to go for now, but should you need to undelete any records within Emma in the future, this Emma Community thread will walk you through exactly how to do that.

If any further Emma for Salesforce questions come up, you know where to find me. Always happy to lend a hand!