CRM Audience

Create a CRM Audience (.CSV Email List)

  1. Go to the Website tab under Audiences in the left navigation menu.

  2. Click New Audience.

  3. Select CRM for Audience Type.


  4. Upload your .CSV file and complete the remainder of the form.
  5. Click Create Audience.

Learn more about how we turn your email lists into targetable audiences.

Format Your Email List

Your CRM file needs to be formatted correctly for your list to match correctly.

  • File must be formatted as .CSV.

  • List must contain at least 100 unique user emails.

  • All emails must be listed in a single column.

    • Do not list any information other than the emails you would like to match.

    • Column can't have a heading.

    • Email addresses must be in a valid format.
  • Remove any empty rows.

  • Maximum file size: 10MB.

Best Practices

Here are some tips for preparing your lists for CRM data onboarding:

  • Use personal emails where possible. Work emails have a lower match rate.

  • Make sure your email database is up to date; add an email validation step during signup workflows to help make sure visitors provide active emails.

  • Consider combining a CRM audience with other audience types to boost performance. Remember, the larger the audience your campaign has, the better. 

Additional Considerations

  • CRM audiences can't be edited after they're created. Total visitors reflects the number of emails in your list.

  • The initial cookie matching process can take up to 72 hours. Take this into consideration when planning your CRM campaign.

  • You can't adjust a CRM Audience duration. The duration of a CRM segment is 120 days.

  • The number of matches could be more than the number of emails on the list as we match the email addresses with the cross-device data from AdRoll and our partner ad networks.

  • Phone numbers are supported in the CRM email list, but this feature is for managed accounts. Please contact your Account Manager or Customer Support team for more details.
  • The CRM segment will have the following statuses once the list is uploaded:
    • Waiting For MatchesThe CRM is actively searching its database. It's essentially looking for potential matches or duplicates. It may take up to 72 hours.
    • Ready To Use - The segment is ready to be uploaded to your Retargeting campaign. 
Alert: If you see the status of the segment as Sync Issue, please go through the guidelines of how to upload the CRM segment and if the issue still exists, kindly contact our Customer Support Team.

Exclude an Audience

Excluding an audience from a campaign means that we won't show ads to people in that audience. To exclude an existing audience:

  1. Go to the Website tab under Audiences in the left navigation menu.
  2. Click on the audience that you want to exclude.
  3. Under Campaigns with Audience, switch the Target toggle from Target to Exclude.

Valid Email Formats

Note: Each email needs to be on its own individual line in the CSV.

  • Typical format.
  • MD5 Hashed
    • Example: 074a297cd9b8a62284f99e03fcc08a1c
    • Make sure it is in plain text by applying lowercase removing beginning and ending white spaces in the email before feeding into MD5 hashing function. 


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