FAQs
Why are Salesforce Campaign Members missing?
📋 Summary of the Problem
You've linked a Campaign Monitor campaign to a Salesforce Campaign, either manually or through auto-create settings, but Campaign Member records aren't appearing in Salesforce. Campaign Members should be created for each recipient in the Campaign Monitor campaign, but some or all are missing.
💡 The Solution
When Campaign Members are created:
Campaign Members are created during the primary sync, which typically runs every hour. The primary sync will create Salesforce Campaigns if you have the auto-create setting enabled, and it will also create Campaign Members when campaigns are linked. This happens in two ways: when you manually link a Salesforce Campaign to a Campaign Monitor Campaign, or automatically when the auto-create feature generates and links a new Salesforce Campaign. Auto-creation only happens for sent Campaign Monitor campaigns to ensure the audience remains stable.
The system attempts to create Campaign Member records for all contacts and leads whose email addresses match subscribers in the Campaign Monitor campaign.
Why Campaign Members might be missing:
If Campaign Members aren't being created, the issue typically falls into one of these categories:
First, the matching contact or lead may not exist in Salesforce at the time of creation. Campaign Members can only be created when a corresponding Salesforce contact or lead exists with an email address that matches the Campaign Monitor subscriber.
Second, something is blocking the creation even though the contact or lead exists. Common blockers include validation rules on the Campaign Member object, required fields that aren't being populated, duplicate rules preventing creation, Apex triggers or flows causing errors, or record locks from other processes.
How to resolve missing Campaign Members:
Navigate to the Campaign Monitor Campaign record in Salesforce. Click the dropdown menu next to the linked Salesforce Campaign field and select Refresh Members. This will immediately attempt to create any missing Campaign Member records.
If Refresh Members doesn't resolve the issue, check your maintenance logs for errors, particularly those containing CM4SF_ADD_CAMPAIGN_MEMBERS. These errors will show you exactly what's preventing Campaign Member creation.
After fixing any blockers like validation rules or required fields, run Refresh Members again or wait for the next primary sync to complete the process. You can also run a Full Sync from the sync settings if you need to recover a large number of missing members.
