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Engagement - Email Address Changes in Agentforce Sales (Sales Cloud) Do Not Update the All Subscribers List in Marketing Cloud Engagement

Data pubblicazione: May 28, 2026
Descrizione

When a contact's email address is changed in Agentforce Sales (formerly Sales Cloud), the updated email address does not automatically sync to the All Subscribers list in Marketing Cloud — even when Marketing Cloud Connect, Synchronized Data Extensions, or Salesforce Data Extension imports are in use.

This occurs because Marketing Cloud identifies subscribers by their Subscriber Key (typically the 18-digit Salesforce Contact or Lead ID), not by their email address. Updating the email address in Sales does not trigger an update to the All Subscribers list record, which means subsequent sends may still use the outdated email address.

Use this article to manually or programmatically update email addresses in the All Subscribers list to keep it in sync with Sales records.

Risoluzione

Workarounds for Updating Email Addresses in Marketing Cloud

Workaround 1: Manually Update Individual Email Addresses

Update email addresses one at a time directly from the All Subscribers list:

  1. Navigate to the All Subscribers List in Marketing Cloud.
  2. Locate the subscriber whose email address needs to be updated.
  3. Click on the subscriber to open the Email Subscriber record.
  4. Update the Email Address field in the pop-up window and save.

Workaround 2: Mass Update via CSV Import

To update multiple subscribers at once, import a CSV file against the All Subscribers List. The following three fields are required in the CSV:

  • Email Address
  • Status
  • Subscriber Key

This process can be automated by scheduling the import activity in Automation Studio.

Additional Update Methods via Send Activities

The Email Address in the All Subscribers list can also be updated automatically as a side effect of the following send types:

  • A send targeting a Salesforce Data Extension that includes the updated email address
  • Sending directly to that record from the Salesforce side of Marketing Cloud Connect
  • Sending to that record via a Salesforce Report or Campaign

⚠️ Field-Level Encryption Exception

NOTE: This workaround will not apply to accounts with Field-Level Encryption since this is not a supported method for Field-Level Encryption Data Imports.

Numero articolo Knowledge

000381774

 
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Salesforce Help | Article