Fixing Unify tracking field sync issues in Salesforce

If your Unify tracking fields are not populating in Salesforce despite successful sequence enrollment and email engagement, the issue is likely related to the order of nodes in your play architecture.

Symptoms of incorrect configuration

You may notice these issues when contacts are successfully enrolled in sequences and engaging with emails:

• Contacts qualify for sequences and interact with emails (opens, clicks, replies)

• Opportunities are created from interactions

• But Unify tracking fields remain empty in Salesforce records

• Missing data for reporting and attribution purposes

• Disrupted flow of enrollment information back to your CRM

• Unable to track email engagement in downstream tools like Marketo or MTA platforms

Root cause

This issue occurs when the sync node is positioned before the sequence enrollment node in your play architecture. When configured this way, Unify tracking fields will not be populated with sequence information, and tracking field data may not be written to Salesforce or marketing automation platforms.

Resolution steps

To ensure tracking data syncs properly to Salesforce:

1. Review your play architecture in Unify

2. Locate the sync node in your play flow

3. Ensure the sync node is positioned after (below) the sequence enrollment node

4. This ensures all relevant enrollment and engagement information is captured before syncing back to Salesforce

5. Review all existing plays to identify and correct any instances where sync nodes precede enrollment nodes

Once corrected, this positioning ensures that all relevant enrollment and engagement information is captured and synced back to Salesforce tracking fields for proper attribution and reporting in downstream tools.