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How Email Address Changes Sync
When you change a contact or lead email address in Salesforce, it can sync the new address to the corresponding prospect record in Account Engagement. This functionality is useful if your sales team updates email addresses manually or via a data append service, or if you merge lead records.
Pardot is now known as Marketing Cloud Account Engagement. We wish we could snap our fingers to update the name everywhere, but you can expect to see the previous name in a few places until we replace it, including in the app itself.
The following scenarios apply only if you have enabled the Automatically change emails in Pardot to reflect changes in Salesforce setting. If Automatically delete or merge prospects if the corresponding records in Salesforce are deleted or merged is enabled, email changes sync differently.
For these scenarios to function properly, don’t force sync prospects. Clicking Send To Pardot after manually updating the email address in Salesforce creates an extra prospect record. Instead, allow the standard sync process to happen.
If you create a contact or lead without an email address, a prospect is created if you add an email address later.
If a prospect with a matching email address exists in Account Engagement or is created later, it syncs with the matching lead or contact in Salesforce.
Scenarios
| Scenario | Action | Result |
|---|---|---|
| CRM: a@a.com Account Engagement: a@a.com | CRM updated to b@b.com | Account Engagement prospect changes to b@b.com. |
| CRM: a@a.com Account Engagement: a@a.com | Account Engagement updated to b@b.com | New CRM record created for b@b.com. |
| CRM: a@a.com Account Engagement: a@a.com Account Engagement: b@b.com | CRM updated to b@b.com | Account Engagement a@a.com discovers that the CRM entry changed to an email that exists in Account Engagement. Because this record can’t change emails, it’s flagged to not recreate in the CRM. |
| CRM: a@a.com CRM: a@a.com Account Engagement: a@a.com | One of the two CRM records updated to b@b.com | Account Engagement switches primary sync records and syncs with the alternate a@a.com record. The email addresses don’t change as long as an existing lead or contact record with the old email address still exists. |
| CRM: a@a.com Account Engagement: a@a.com | Email deleted from CRM record | Account Engagement marks the prospect [[crm_deleted]] to indicate that the sync has been stopped. |
| Scenario | Action | Result |
|---|---|---|
| CRM: a@a.com CRM: b@b.com Account Engagement: a@a.com | The two CRM records are merged—a@a.com is now the primary record and adopts b@b.com as the email address. | During the CRM sync, the Account Engagement prospect email address changes from a@a.com to b@b.com. |
| CRM: a@a.com CRM: b@b.com Account Engagement: a@a.com | The two CRM records are merged—b@b.com is now the primary record and adopts a@a.com as the email address. | During the CRM sync, Account Engagement switches to sync with the new a@a.com email address. |
| CRM: a@a.com CRM: b@b.com Account Engagement: a@a.com | The two CRM records are merged—b@b.com is now the primary record and adopts b@b.com as the email address. | During the CRM sync, Account Engagement finds that a@a.com was deleted and flags the Account Engagement record to not recreate in the CRM. |
