Hi everyone,
We create email templates regularly in Account Engagement automations. I always select for these to be available as 1:1 emails as well. I assumed this meant they would show up in Salesforce as email templates users could select when emailing a contact, however they do not. Do you think this is an issue with our settings? Or is this a problem with the way Account Engagement and Salesforce are integrated? Thank you so much in advance for your help!
This is usually one of a few specific causes the "1:1 Emails" checkbox alone isn't enough to get a template into Salesforce's native Send Email template picker.
- Confirm template is Published, not Draft Account Engagement templates only sync to Salesforce once fully published (not sitting in Draft). If it's still in Draft/unfinished state in the builder, it won't appear on the Salesforce side at all.
- Check the Related/Entity Type on the template When building the template, there's an optional 'Related Entity Type' field. If it's left blank or set to a different object than where your reps are actually sending from (e.g. built with Prospect context but reps are emailing from the Opportunity or Case Activity tab), the template won't surface as an option there. Set it to match the object reps will send from (Contact, Lead, Opportunity, etc.).
- Verify folder sharing in Salesforce Account Engagement email template folders sync into Salesforce as Classic Email Template folders, and visibility is folder-based like any other Classic Email Template. Even the template's own creator can hit this check that the folder is shared with the profiles/roles/users who need to select it, not just that they created it.
- Check the user has Marketing/Pardot User access The Salesforce user needs the 'Marketing User' checkbox (or the equivalent connected-app permission in newer orgs) enabled on their User record for Account Engagement synced templates to be visible to them at all.
- Rule out a stale Connector sync If everything above looks right but a specific newly created template still doesn't show, it can be a sync lag from the Salesforce Pardot Connector rather than a settings problem. Try a manually triggered resync or wait for the next scheduled sync cycle before assuming it's a config issue.
It's the most common "I did everything right but it still doesn't show" case, since it's easy to miss and doesn't throw any error. Worth checking a working vs. non working template side by side on that field specifically.
If you can confirm which object your reps are actually trying to send from (Contact/Lead activity vs. Opportunity vs. Case), I can narrow it down further.
I hope you find the above information helpful. If it does, please mark it as Best Answer to help others too.
