Mailability Upgrade for Customers with Legacy Sync Behavior in Account Engagement

Beginning with the Summer ‘21 release, Account Engagement is offering an optional prospect mailability upgrade. The upgrade simplifies email marketing settings, gives more clarity around a prospect’s mailable status, and updates underlying prospect sync behavior. After the upgrade, the Do Not Email setting is no longer tied to opt-out settings, which changes how prospects sync with Salesforce.  

Because your business unit has legacy sync behavior, it’s possible this change could cause data to sync incorrectly. You can take additional steps before upgrading to preserve your current sync behavior or you can upgrade to the new, recommended sync behavior. If you choose to keep the legacy sync behavior, you still get access to the rest of the upgrade.

IMPORTANT: If you weren’t notified that your Account Engagement business unit has legacy sync behavior, this scenario doesn’t apply to you and you can follow the upgrade path in Account Engagement.

Back Up Your Prospect Data

As a precaution, we recommend you create an export of your prospect database before you make any changes or upgrade your mailability model. If you notice any issues with prospect syncing after you upgrade, you can use your backup to make corrections.

Export Prospects

Upgrade with New Sync Behavior

If possible, we recommend you move to the new sync behavior that’s included in the mailability upgrade. If you choose to take the full upgrade, no extra steps are necessary and you can follow the upgrade path in Account Engagement. Make sure you thoroughly review the considerations in Salesforce Help before you upgrade your mailability model: Upgrade Email Marketing Settings.

Upgrade and Preserve Legacy Sync Behavior

If you want to keep the sync behavior you’re used to, update the sync settings in your Salesforce-Account Engagement connector before you upgrade. The steps to complete this task depend on your connector version. You can reference your connector version on the Account Settings page in Account Engagement. For more detailed instructions, see Find Your Salesforce-Account Engagement Connector Version.

Note: This process requires the Opted Out field in Account Engagement to be mapped to a custom field in Salesforce. If needed, create a custom field in Salesforce before you begin, such as “OptedOut_Custom”.

Connector Version 1

Follow these instructions if you’re using v1 of the Salesforce-Account Engagement connector.

1. Open the Connectors page.
   1. In Account Engagement, select Admin and then Connectors.
   2. In the Lightning app, select Account Engagement Settings, and then Connectors.
2. Click next to the Salesforce connector. and select Unverify.
3. Navigate to the Prospect Fields page.
   1. In Account Engagement, select Admin → Object and Field Configuration → Prospect Fields.
   2. In the Lightning App, select Account Engagement Settings → Object and Field Configuration → Prospect Fields.
4. Open the Opted Out field for editing. If the Opted Out field is already mapped to a custom field, skip to step 7.
5. Enter the name of your custom Salesforce field in the CRM Field ID text box. For example, “OptedOut_Custom”.
6. Save your work.
7. Open the Do Not Email field for editing. If the Do Not Email field is mapped to a custom field, skip to step 10.
8. Enter “HasOptedOutOfEmail” in the CRM Field ID text box. 
9. Save your work.
10. Open the Connectors page.
    1. In Account Engagement, select Admin and then Connectors.
    2. In the Lightning app, select Account Engagement Settings, and then Connectors.
11. Click next to the Salesforce connector, and select Verify to reverify your connector and resume prospect syncing.

After your connector is reverified and prospect sync is complete, follow the upgrade path in Account Engagement to complete the mailability upgrade. For detailed instructions, see Upgrade Email Marketing Settings.

Connector Version 2

Follow these instructions if you’re using v2 of the Salesforce-Account Engagement connector.

1. Open the Connectors page.
   1. In Account Engagement, select Admin and then Connectors.
   2. In the Lightning app, select Account Engagement Settings, and then Connectors.
2. Click next to the Salesforce connector. and select Pause.
3. Navigate to the Prospect Fields page.
   1. In Account Engagement, select Admin → Object and Field Configuration → Prospect Fields.
   2. In the Lightning App, select Account Engagement Settings → Object and Field Configuration → Prospect Fields.
4. Open the Opted Out field for editing.
5. Enter the name of your custom Salesforce field in the CRM Field ID text box. For example, “OptedOut_Custom”.
6. Save your work.
7. Open the Do Not Email field for editing. If the Do Not Email field is mapped to a custom field, skip to step 10.
8. From the CRM Field ID dropdown, select “HasOptedOutOfEmail”. 
9. Save your work.
10. With the connector still paused, complete the upgrade path in Account Engagement. For detailed instructions, see Upgrade Email Marketing Settings.
11. Open the Connectors page.
    1. In Account Engagement, select Admin and then Connectors.
    2. In the Lightning app, select Account Engagement Settings, and then Connectors.
12. Click next to the Salesforce connector, and select Resume Sync.