Using two-way synchronisation for marketing preferences

Learn how to sync your marketing preferences two-ways between Engagement Cloud and Microsoft Dynamics.

Version support

Two-way synchronisation for marketing preferences is available for all supported Microsoft Dynamics versions. Supported versions are Microsoft Dynamics 365, 2015-6, 2013. Dynamics 2011 is not supported. 

To learn more about upgrading to the latest package, check out our upgrading your Engagement Cloud for Microsoft Dynamics solution article.


Marketing preferences can be synced two-ways for contacts, leads and accounts between Microsoft Dynamics and Engagement Cloud.

To learn about how marketing preferences work in Engagement Cloud and to build your own preference centre, check out our article using marketing preferences.

You can update marketing preferences opt-ins and opt-outs in the Contacts, Leads, and Accounts areas directly in Microsoft Dynamics, and have the preference pushed into Engagement Cloud and back.
We use the last modified sync when deciding which preference goes which way. This lets us identify if either Microsoft Dynamics or Engagement Cloud holds the most recent preference and then syncs to the other.

The benefits of using this feature:

  • Build and maintain fully integrated preference centres.
  • Update opt-ins and opt-outs in Engagement Cloud or Microsoft Dynamics.
  • Manage preferences across multiple accounts.
  • Send more targeted and personalized communications.

Syncing marketing preferences

Engagement Cloud only syncs marketing preference data to contacts, leads, and accounts that are known to Microsoft Dynamics. We sync marketing preferences for every record that has ever existed in an email activated marketing list. Marketing Preferences is built by using email addresses; this is key for the sync. Changing an email address for a record in either Engagement Cloud or of a contact, lead, or account in Microsoft Dynamics results in the marketing preferences being lost or updated to the original email address. Instead of changing the email address, we suggest removing the previous record and create a new one with the new email address in Engagement Cloud or Microsoft Dynamics.

Schedule a marketing preference sync

To schedule your marketing preference sync in Microsoft Dynamics:

  1. Go to Engagement Cloud > Settings > Email Accounts.
  2. Select an account.
  3. Select Scheduled Sync Settings.

    By default, your marketing preference sync is set to Manual Sync Only. To change this, you can select the most appropriate sync frequency, for example, every 30 minutes.

  4. Select Save.

marketing_pref_sync_-_Dynamics.pngThere is no sync on-demand button, but you can still do an on-demand sync. To sync on demand in Microsoft Dynamics, go to Engagement Cloud > Settings > Email Accounts > Scheduled Sync Settings. For your marketing preferences, select Specific Time > Once a day > Now. Select Done then Save. Once the on-demand sync is run, make sure to schedule your sync window as required.


View marketing preferences in Microsoft Dynamics

When you view a contact, lead, or account in Microsoft Dynamics, you can see a tab called Marketing Preferences. Use this section to view details from the Contact Methods area, such as bulk email, and the All Marketing Preferences area.


Filtering marketing preferences
You can filter the marketing preferences section by:

  • All Marketing Preferences
  • Opted in preferences
  • Opted out preferences
  • Private preferences
  • Public preferences


Update opt-ins and opt-outs

To update opt-ins and opt-outs on a contact, lead, or account in Microsoft Dynamics:

  1. Go to Engagement Cloud > Settings > Email Accounts.
  2. Select an account.
  3. Select the Marketing Preferences tab.
  4. In the Marketing Preference area of the form, select the preference you want to update.
  5. In the Marketing Preference Subscription area, edit the preference Status as required.

Next time the marketing preference sync runs, this information syncs to Engagement Cloud.


Sync limitations

There are limitations to the Microsoft Dynamics two-way sync process:

  • Multiple Engagement Cloud accounts don't sync across to one another
    If your Microsoft Dynamics instance provisions multiple Engagement Cloud accounts, marketing preferences won't cascade or be synced across accounts. If you want to have the same marketing preferences in more than one account, a Microsoft Dynamics workflow should be built to reassure these preferences are shared across other accounts.
  • Suppressed contacts are ignored when syncing happens
    If a contact is suppressed in an Engagement Cloud account, their marketing preferences won’t be picked up as a part of our sync process. Therefore, it’s important to add this record to an email activated marketing list. If the record confirms their re-subscription, we then sync their marketing preference data moving forward.
    To learn how to trigger the re-subscribe process, check out our article Resubscribe a contact in Microsoft Dynamics.
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