Context

When using Unify with Salesforce, it's important to understand how frequently data synchronizes between the two platforms to ensure you're working with up-to-date information. This is particularly relevant when working with filters, audiences, and campaign fields.

Answer

Unify automatically syncs with Salesforce approximately every 15-30 minutes, with timing dependent on system load conditions. Under normal conditions, syncs typically occur every 15 minutes, but during periods of heavy load, syncs may take up to 30 minutes. This means:

• Any changes made in Salesforce will be reflected in Unify within 30 minutes

• Custom fields, including campaign fields and audience filters, are included in this sync

Historical Data Handling for Newly Visible Salesforce Fields

When working with Salesforce fields in Unify, it's important to understand how historical data is handled when fields are newly made visible to the platform.

Key Limitation

When a field is newly made visible to Unify (even if it already existed in Salesforce), Unify recognizes the field immediately but does not automatically backfill historical data unless records are updated. This can cause audience counts to mismatch between Salesforce and Unify.

Email Address Requirement

People without email addresses in Salesforce will not sync to Unify, regardless of sync timing. This permanent system requirement can cause audience count mismatches between the two platforms.

• Leads or contacts in Salesforce that lack email addresses will never appear in Unify

• This can cause substantial differences in audience counts between platforms

• The discrepancy is not related to sync timing or field visibility issues

Solutions: To include records without email addresses in Unify:

1. Add email addresses in Salesforce – Update records to include valid email addresses, then wait for the next sync cycle

2. Upload CSV to Unify and enrich – Import the records directly to Unify via CSV upload and use enrichment features to populate missing email data

Troubleshooting Data Discrepancies

• Historical data may not appear until records are updated in Salesforce or a full sync is performed

• Contact support if you need historical data backfilled for a newly visible field

• This is expected system behavior, not a bug

Additional Salesforce Field Sync Requirements

While Unify syncs with Salesforce every 30 minutes, there are specific technical requirements for fields to appear in Unify that go beyond the standard sync timing:

Field Population Requirement

New Salesforce fields require at least one record with a filled value before they will be ingested by Unify, even after the sync cycle completes. Empty fields are not ingested during the sync process.

Picklist Value Sync Timing

New picklist values added to existing Salesforce fields may take up to 24 hours to appear in Unify dropdowns in edge cases, though they typically appear within the standard 15-30 minute sync window.

Implementation Steps

1. Create the field in Salesforce

2. Ensure at least one record has a populated value for that field

3. Wait up to 30 minutes for the next sync cycle

4. Verify the field appears in Unify

Troubleshooting Missing Fields

• You have the necessary permissions to access these fields

• The integration user has proper permissions to access the new fields

• The field mapping has been saved in your Unify settings

• Try refreshing the page or doing a hard refresh if fields don't appear after 30 minutes

• For newly added picklist values, allow up to 24 hours for them to appear in Unify dropdowns