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Managing Bounce Data Between Account Engagement & Salesforce

Publiseringsdato: Jan 17, 2025
Beskrivelse

In Salesforce, bounce data is handled through 3 fields:
-- Account Engagement Hard Bounce
-- Email Bounce Reason (Note: This field can’t be added to page layouts, but is available in Salesforce reports.)
-- Email Bounce Date (Note: This field can’t be added to page layouts, but is available in Salesforce reports.)

When a bounce is detected in Account Engagement, we supply relevant values to all three of these fields. Salesforce then displays the alert in the lead/contact record indicating they cannot be sent emails. 

If a hard bounce is reset in Account Engagement, we only uncheck the Account Engagement Hard Bounce field - the previous Email Bounce Reason and Email Bounce Date values remain in both systems, as Account Engagement believes them to be historically important. These lingering values can result in an unmailable record in Salesforce, while the corresponding prospect in Account Engagement is mailable as normal.  

Løsning

When resetting bounces in Account Engagement, it is also recommended to reset the values for Email Bounce Reason and Email Bounce Date in Salesforce. These fields are available in Salesforce automations and in Data Loader. You are welcome to use either to clear out the values if you are working with bulk records. 

In Salesforce, editing the record to change the email address, and then editing again to change it back clears the bounce warning. This is the result of the 'Bounce Reason' and 'Bounce Date' bounce management fields being automatically cleared when the email address is changed. 

However, this same process does not work in Account Engagement. We tie bounce data intrinsically to email addresses, and will remember the previous bounce when the original email address comes back. If you are using this method to clear bounces, you may meet with unintended outcomes. If so, the following process is recommended:
1) Reset the bounce in the prospect record in Account Engagement.
2) Edit the record in Salesforce to change the email address, and then *immediately* edit it to change it back. 
— So long as this edit is completed before a sync with Account Engagement can occur, the bounce remains cleared in both systems after a sync occurs. 

Knowledge-artikkelnummer

000393429

 
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Salesforce Help | Article