Zoom for Salesforce: Existing Campaign Members are not updated for approved webinar registrants

App Marketplace
1

Hello

We are experiencing an issue with the Zoom for Salesforce integration and would like to know whether this behavior is expected or if anyone has encountered something similar.

Environment

  • Zoom Webinar
  • Zoom for Salesforce managed package
  • Salesforce Campaigns
  • Existing Contacts and Campaign Members are created by another marketing integration before webinar registration.

Issue

Some webinar registrants appear as Approved in Zoom and are correctly synchronized into Salesforce as Zoom Webinar Registrants. Additionally, a Zoom Webinar History record is created, which indicates that the integration successfully processed the registration.

However, the corresponding Campaign Member is not updated.

Instead, the existing Campaign Member remains in its previous status (for example, Invited) and the Zoom-related fields remain empty, such as:

  • Zoom Webinar Registrant lookup
  • Registrant ID
  • Is Registrant = false

As a result, the Campaign Member is never recognized as an approved webinar registrant.

Additional observations

This is not an isolated case.

In another webinar we found that:

  • Zoom reports several hundred approved registrants.
  • Salesforce contains significantly fewer Campaign Members marked as approved.

The missing records appear to follow the same pattern: the registrant exists in Zoom, Zoom Webinar History exists, but the Campaign Member is never updated.

We have already executed the “Sync Webinar from Zoom. us” action (the button provided by the Salesforce managed package), but we do not see the affected Campaign Members being synchronized or updated.

Questions

  1. Is the managed package expected to update existing Campaign Members when they already exist?
  2. Are there known limitations when Campaign Members are created by another integration before Zoom processes the registration?
  3. Is there any configuration or synchronization process that controls how existing Campaign Members are updated instead of creating or associating new ones?

Any guidance or similar experiences would be greatly appreciated.

Thank you.

2

Thanks for the detailed write-up. The app owner for Zoom for Salesforce will be best equipped to help with Campaign Member sync behavior and managed package configuration. We recommend reaching out to them directly through the Marketplace listing:

You’ll find support resources and can submit an inquiry directly there.