Error - No Matching Contacts

Issue

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 email item is not tracked to the CRM.
• The sync log displays an "item is skipped" message.
• The email item is returned from the "- Create New" drop folder or applicable Assign To drop folder to the Inbox or the Sent Items folder that the user had moved it from.
• The Missing Required Matches mailbox category or label is assigned to the email item.

More:

• Detailed explanation of the default behaviour.
• Configurable alternative.
  • How to change the text of the "Skipped item - No Matching Contacts" category.

Detailed Explanation of the Default Behaviour

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,

• the Riva Service Monitor application displays an "item is skipped" message in the Activity Monitor of every affected user;
• the email item is moved from the "- Create New" drop folder or applicable Assign To drop folder to the Inbox or Sent Items folder; and
• the Missing Required Matches mailbox category or label is assigned to the email item.

Alternative

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:

• Contact the Riva Success Team.

For Riva On-Premise:

• Apply the following advanced options to the sync policy:

  Sync.Crm.TreatMissingRequiredMatchesAsError = true (When an email does not match an existing CRM contact or lead, the Riva Service Monitor displays an error in the user's Activity Monitor.)

  Sync.Crm.TreatMissingRequiredMatchesAsError.RetrySync = true (Non-synced email items that fail the CRM contact or lead match requirement are left in the drop folder, which forces Riva to retry syncing them in the next sync cycle.)
   

Note: Setting Sync.Crm.TreatMissingRequiredMatchesAsError to false restores the default method.

To change the text of the "Skipped item - No Matching Contacts" category:
 

• Apply the following advanced option to the sync policy, setting the value as the desired text of the "Skipped" category:
  
  Sync.Crm.NoMatchingContactsCategoryOverride = "Text to replace 'No Matching Contacts'"

Applies to

• Riva Cloud for Office 365, Exchange, and Gmail.
• Riva On-Premise 2.4.27 or higher for Office 365, Exchange, and Gmail.