Users experience the error 'No matching contacts' during synchronization.
By default, when an email item does not match any CRM contact or lead and the sync process cannot create a matching CRM contact or lead, four things occur:
The sync policy SmartConvert options includes a Must match or create at least one Contact or Lead setting.
In Riva Cloud:
In Riva On-Premise:
If the Must match or create at least one Contact or Lead check box is selected (which is the default setting), at least one matching contact or lead must be found or created in the CRM before a copy of the email can be tracked to the CRM. The sync enforces that at least one email address must match an existing CRM contact or lead. If no match exists, the system normally creates a CRM contact or lead (based on other processing options on the SmartConvert sync policy page).
If the Disable all contact, lead and account creation contact filter option is also selected, then an error occurs and a copy of the email cannot be tracked to the CRM. By default,
It is possible to configure Riva to leave those non-synced email items in the "- Create New" or Assign To drop folders so that the sync process will keep trying to sync the items.
To continue trying to sync email when the matching CRM contact or lead cannot be found:
For Riva Cloud:
For Riva On-Premise:
Note: Setting Sync.Crm.TreatMissingRequiredMatchesAsError to false restores the default method.