Issue
Customers may report that an Engage audience successfully connected to the Facebook Custom Audiences destination is not showing up or cannot be found in the Meta platform. The destination settings in the Segment Console often display live syncs and successfully delivered events, but searching for the audience name in Meta yields a "No Results Found" error.
Product
Twilio Segment
Environment
Segment Console
Cause
Every time you create an audience in Engage and connect it to the Facebook Custom Audiences destination, Segment creates a Facebook Custom Audience list with a name that exactly matches the Engage Audience. However, if you change the name of the audience in Engage later, it won't be reflected in Facebook. Because the underlying audience key and original name remain the same on the destination side, the audience continues to receive synced data perfectly, but users cannot find it because they are searching for the newly updated name in Meta rather than the original one.
Resolution
To resolve this issue and locate your audience in Facebook, follow these steps:
- Navigate to your Engage space in the Segment Workspace and open the specific audience.
- Review the audience settings to retrieve the audience key, set when the audience was first created.
- Log in to your Meta Ads account and navigate to the Audiences tool.
- Search for the original Engage audience name instead of the updated name.
- Once the audience is located in Meta, manually edit the audience name within the Meta platform to reflect the current name used in Segment.
Additional Information
- Once created, the audience should be available in Facebook within ten minutes unless it's unusually large. Massive historical backfills can take longer for Meta to process and index.
- Real-time audience syncs may take six or more hours for the initial sync to complete. Upon completion, a sync frequency of two to three hours is expected.