CAMPAIGN MONITOR FOR SALESFORCE · GUIDE

Connect your campaigns.

Keep campaign activity in one place.

Link Campaign Monitor campaigns with Salesforce campaigns and members.

4 minute readCampaign Monitor support

View Campaign Monitor campaigns in Salesforce.
Campaign Monitor campaigns in Salesforce give access to email template and snapshot information.
Optionally connect Salesforce campaigns with Campaign Monitor.
Salesforce Campaigns can also create campaign members and update their statuses.

CM Campaigns

The integration will create Campaign Monitor campaign records in Salesforce. These records can be accessed via the CM Campaigns tab. Once a campaign label is clicked you will see the screen below.

Campaign Details

The campaign details page provides static details like who the email was sent from, tags used and the subject line. It also contains several statistics. At the top a button allows you to quick go to predefined Salesforce reports filtered at the campaign level.

Within lists and segments you can see the susbcriber list that the campaign was sent from. Just below that is the link to a Salesforce campaign (optional). Finally the page shows the world map with any interactions.

Email Template

This screen shows both the HTML and Text version of the email that was sent out from Campaign Monitor.

Campaign Snapshot

The campaign snapshot screen gives direct access to Campaign Monitor's own reporting without having to leave Salesforce.

Email Activity

The campaign email tracking history is shown on this page. It allows you to see how your recipients have interacted with the campaign. The data is updated every time the primary sync runs which is typically every hour. You can also refresh the email tracking history just for this campaign by clicking the refresh button on the top right.

Salesforce campaigns

Working with Salesforce campaigns is optional, given that the functionality is largely duplicated in Campaign Monitor. However, the integration allows you to work with Salesforce Campaigns in several ways:

1. Auto-create Salesforce Campaigns and Campaign Members
2. Link and existing Salesforce Campaign to a sent Campaign Monitor Campaign.
3. Update Salesforce Campaign Member statuses based on subscriber campaign email interaction (Email Tracking History).
4. Add Salesforce campaign members to a Campaign Monitor subscriber list.
5. View Campaign Monitor campaign statistics.
6. Refresh Campaign Members

Auto create Salesforce campaigns

This process works by creating a Salesforce campaign when a sent Campaign Monitor campaign is synced to Salesforce. At the same time, both records will be linked. The Salesforce campaign has a Campaign Monitor section which will be populated with statistics. Finally, we will attempt to create Salesforce campaign members based upon the Campaign Monitor campaign subscribers.

Enable Salesforce Campaigns on the CM Settings tab, under General Settings.
To learn more about campaign settings click here.

Your sync user will need the marketing user checkbox checked to be able to create Salesforce Campaigns. When you select auto-create, we will attempt to update this for you if it is not already enabled.

Testing the Auto create process

When the sync auto creates a Salesforce campaign it will also create campaign members. Campaigns will be auto created in batches of five every time the sync runs. There are several reasons a Salesforce Campaign might not be created. For more information please click here. We also have an inbuilt testing feature to allow you to check/create a Salesforce Campaign. Simply go to the CM Campaign tab, click the dropdown next to the campaign you want to work with and select Create and Link Campaign.

Campaign member statuses

As mentioned above, you have the possibility of working with Salesforce Campaign Member statuses. For example if a person was sent an email and then opened it with this feature enabled we can update the Salesforce Campaign Member status.

We update Campaign Member Statuses based on email tracking history. If you are not storing email tracking history, we cannot update member statuses.

Link an existing Salesforce campaign

You can link a CM Campaign record to a standard campaign in Salesforce. This can be done from either record using the steps below:

Campaign Monitor Campaign

Go to a Salesforce campaign record.
In the Campaign Monitor statistics section, click Link to Campaign Monitor.
Select an available campaign and click Link campaign.
When the Campaign is linked the Campaign Monitor Statistics will be updated as shown below.

Salesforce Campaign

After you have sent an email campaign from Campaign Monitor:

Go to a CM campaign record.
In the Salesforce Campaign section, click Link to Campaign.
Once connected the Campaign will show in the Salesforce Campaign section.

‍Reasons why a Campaign Monitor campaign does not appear to be linked:
1. It has not been sent.
2. It is already linked.
3. It was sent before the primary sync has run.
4.You have too many campaigns (Salesforce's picklist does have a limit on the amount of values it can display).

The integration will only create Campaign Monitor campaigns in Salesforce when they have actually been sent. Depending on your sync settings it can take an hour (by default) from when the campaign has been sent to appear in Salesforce. This setting is not retrospective, campaigns will only be created after this setting is enabled.

Add Salesforce campaign members

The best way to add Salesforce records to Campaign Monitor is via our import wizard. But you can manually add Salesforce campaign members right from the related list.

Go to a Salesforce campaign record.
Go to the campaign member related list.
Click on the Add members to subscriber list option.

When a campaign is linked between Salesforce and Campaign Monitor, any email members that were on the sent campaign will be automatically linked to the Salesforce campaign.

Next Steps

Below are two articles that are recommended reading and the best next steps.

FAQs

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.

Related Articles

Summary of the Problem

You may notice that a Campaign Member in Salesforce shows a Status of "Clicked" but the Clicks field shows 0. Or you might see discrepancies between the Opens and Clicks counters in Salesforce versus what appears in Campaign Monitor. This happens when email tracking records are deleted from Salesforce based on your data retention settings, and the Campaign Member Status is not refreshed afterward.

The Solution

This issue occurs due to the interaction between two settings in your Campaign Monitor for Salesforce integration:

How it happens:

The integration stores email tracking events (opens, clicks, bounces) in Campaign Activity records in Salesforce. When you configure a data retention period in the DaysToKeep_Email setting, older Campaign Activity records are automatically deleted to keep your Salesforce storage manageable.

When these tracking records are deleted, the integration recalculates the rollup fields on Campaign Member, such as Clicks and Opens. Since the underlying activity records no longer exist, these counters may drop to 0. However, the Status field on Campaign Member may not update, because it depends on your Campaign_Member_Refresh setting.

Understanding the Campaign_Member_Refresh setting:

This setting controls whether the Status field gets updated during sync:

Always Update: The Status will be recalculated based on current data. If tracking records are deleted, Status may revert to an earlier state like "Sent" or become blank.
Update Once: Status is only set the first time a member is synced. After that, it won't change, even if tracking data is removed.
Never Update: Status is never updated by the integration.

When set to "Update Once" or "Never Update," the Status field remains unchanged even after data retention removes the underlying tracking records. This creates the mismatch where Status shows "Clicked" but Clicks shows 0.

To resolve or prevent this issue:

Option 1: Adjust your Campaign_Member_Refresh setting

Set Campaign_Member_Refresh to "Always Update" in CM Settings under General Settings. This ensures that when tracking data is removed, the Status field is recalculated to match the remaining data. Most customers who want accurate reporting should use this setting.

Option 2: Increase your data retention period

Increase the DaysToKeep_Email value in CM Settings to retain tracking records longer. This reduces how often the cleanup job runs and removes data. Consider your reporting needs when setting this value. Very short retention periods (like 7 days) often cause confusing mismatches.

Important notes:

The Clicks and Opens fields are dynamic rollups that always reflect the current state of your Campaign Activity records. Status, however, can be static depending on your refresh settings. This distinction is by design to give you control over whether historical Status values should be preserved or updated.

Manual deletion of Campaign Activity records will cause the same issue, so avoid removing these records outside of the automated retention process.

Related Articles

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