Marketing Cloud Engagement | Troubleshooting: Records Not Populating in Einstein Email/Web Recommendation Data Extensions

In Einstein Email/Web Recommendation (formerly Predictive Intelligence: PI), you can store some catalog data and data collected via the Collect Tracking Code in data extensions. These are called Einstein Recommendation data extensions. The system generates them by default, and their names begin with PI_ or IGO_. The PI_ prefix corresponds to Content Catalog data, and the IGO_ prefix corresponds to Product Catalog data.
After implementing the Collect Tracking Code, some customers report that data is not populating in Einstein Recommendation data extensions as expected. The following section describes the most common causes and resolutions for this issue.

 

Cause 1: Einstein Recommendation data extensions are not enabled
Enable Einstein Recommendation data extensions by following the steps in this documentation.

Cause 2: No recommendation logic has been created
Create recommendation logic by following the steps in this documentation.

Cause 3: No catalog items have been browsed (IGO_VIEWS)
Use the Collect Tracking Code to call trackPageView for items that exist in the catalog. See reference.

Cause 4: User profile is not identified (IGO_PROFILES)
Use the Collect Tracking Code to call setUserInfo with the email attribute specified. See reference.

Note: Data population in Einstein Recommendation data extensions is not real-time and may take several hours — especially on the initial population.

Important: If none of the above causes apply, or if records suddenly stop populating, contact Salesforce Support with detailed information about the issue and any isolation results.