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Send Marketo email section not appearing on some contact records

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Send Marketo email section not appearing on some contact records

I've had members of our sales team contact me several times over the last few days because they are trying to send an email through Marketo Sales Insight, but the Send Marketo Email dropdown isn't appearing on select contact records. I'm not sure if this is a setting issue or what? Does anyone know?

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Level 10 - Champion Alumni

Re: Send Marketo email section not appearing on some contact records

Another thought is these records are not visible to Marketo and thus have no MSI data at all. Can you check if they are in Marketo and synced?

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Level 10 - Champion Alumni

Re: Send Marketo email section not appearing on some contact records

Please contact support and your SFDC Admin. There could be an error somewhere.

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Level 10 - Champion Alumni

Re: Send Marketo email section not appearing on some contact records

Another thought is these records are not visible to Marketo and thus have no MSI data at all. Can you check if they are in Marketo and synced?

View solution in original post

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Re: Send Marketo email section not appearing on some contact records

Just checked, you're right. It looks like the contact is in SFDC but not in Marketo. What's the easiest way to sync this into Marketo and why would it not be already?

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Marketo Employee

Re: Send Marketo email section not appearing on some contact records

It's likely because the record is not visible to the  Marketo sync user.  If you log in as the sync user and try to view the record, you can determine that.  Alternatively, there could be a sync backlog and the record hasn't yet been processed through the sync queue.

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Re: Send Marketo email section not appearing on some contact records

Right, it's not visible to the Marketo sync user. I know how to make a field visible, but how do I make a contact record visible?

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Marketo Employee

Re: Send Marketo email section not appearing on some contact records

You'll need to troubleshoot with your SFDC Admin the sharing rules and roles set up in your Salesforce instance.

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Anonymous
Not applicable

Re: Send Marketo email section not appearing on some contact records

Kelly - did you ever figure this out? I'm having the same issue and pretty concerned since my team needs to send emails to Contacts tomorrow...