How to synchronize with Facebook Custom Audiences

Engage's connection with Facebook Custom Audiences can be used to target your communication on Facebook, Instagram, and Messenger.

Hashed contact details

The synchronization between Engage and Facebook is based on hashed email addresses and hashed phone numbers.

Minimum match

The segments need at least 1,000 matching Facebook profiles to get synchronized successfully.

Renew connection with Facebook account

Your Facebook account needs to be renewed within 90 days to allow for further synchronization. It might be a good idea to save a reminder in, for example, Outlook so you don't forget.

How to sync a segment from Engage

Setting up synchronization between Engage and Facebook Custom Audience is very easy. You only need to follow a few steps:

Step 1 – Add an Ad Account

Head over to Online Ads under the Targeting tab in Engage, and click Ad accounts. Choose the Facebook account you want to add.

When adding your Facebook account: You will be redirected to Facebook where you need to log in. Note that you need to be an administrator in FB Business Manager for this step if you want to add your Facebook account.

Step 2 – Create External audiences

Head back to the Online Ads tab under Targeting, and click External Audiences. Create a new external audience by clicking New External Audience in the top right corner.

Select which segmentation or target audience in Engage you want to connect, which ad account you want to use, and give your External audience a name.


  1. Choose an existing segment or a target audience that you want to synchronize to Facebook.

  2. When you have chosen your segment/target audience you will be able to see when it was last calculated and how many contacts it contained when it was last calculated.

    Note that the number of calculated contacts will change over time as contacts fall in and out of the segment/target audience. By clicking Navigate to Segmentation you will see the connected Segmentation in the segmentation view.

  3. Choose which Ad account you want to work with from the drop-down list of added accounts.

  4. Give your External Audience a name.

Step 3 – Target ads to your chosen audiences

Changes will synchronize within 24 hours. Scroll down to read about the different synchronization statuses.

Your external audiences will be available in your ad platform where you create and manage your campaigns, content, and budget as usual.

List of synchronization statuses

Besides account, segment name, number of synchronized contacts and when the segment was last updated, you will be able to see a few status states.

Waiting for first synchronization: The first synchronization to Facebook hasn't yet been done.

Synchronized: The segmentation was successfully synchronized and should be available to work with to target ads to contacts on Facebook.

Failed to calculate segmentation: The segmentation wasn't calculated correctly.

An error occurred while retrieving data from provider: Facebook wasn't able to respond to the synchronization.

Segmentation removed from Engage: The saved segment or target audience is no longer available in Engage and the synchronization to Facebook wasn't possible to fulfill.

Failed to synchronize segmentation: The segment could not be synchronized due to an issue with Facebook.

Are you interesting in getting started with Online Ads? Contact your Account Manager.

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