SmartConvert: CRM Account (Org) Matches Must Be Unique by Email Domain

Some CRMs do not support individual customers or personal accounts (for Business to Consumer). As a result, CRM users often create a CRM account (organization) and a matching CRM contact. For example, with the contact john@example.com, the corresponding CRM account could end up being

• example.com, which corresponds to the contact's domain name; or
• john@example.com, which corresponds to the contact's entire primary email address.

If this sort of account creation is used for multiple users, there might be multiple accounts (organizations) that SmartConvert could match for an email domain.

For SmartConvert recipient matching to CRM contacts, if there is no matching CRM contact or lead, Riva starts the process to create a new CRM contact, which includes locating a CRM account with a matching email domain name (in the website field or primary email address field). Riva then creates the new contact and links it to the first account (organization) that it matches by email domain. If there are more than one, Riva may link the new contact to the wrong account.

Enforcing Unique Account Matches by Email Domain

Riva 2.4.34 or higher includes an advanced option to prevent linking a new contact to the wrong account.

To enforce unique account (organization) match for new CRM contacts that are created by SmartConvert:

• Apply the following advanced option to the sync policy or CRM connection:

Sync.Crm.OrgMatchesMustBeUniqueForEmailDomain = True (Enforces a unique account match for new CRM contacts that are created by SmartConvert.)
Sync.Crm.OrgMatchesMustBeUniqueForEmailDomain = False (This is the default behaviour. Does not enforce a unique account match.)

How SmartConvert creates contacts when the Enforce Unique Account option Is enabled

When Riva cannot find a matching CRM contact or lead for an email or appointment recipient, it looks for any CRM accounts (organizations) that can be matched by email domain (for example, example.com).

• If a single (unique) account (organization) matches, Riva creates the CRM contact, links it to the matched CRM account, and then syncs the email and links it to the new CRM contact.
• If multiple accounts (organizations) match, Riva determines if it can create an orphan contact (CRM contact with NULL linked account or organization):
  • If so, Riva creates the orphan contact, syncs the email, and links it to the new orphan contact.
  • If not, Riva determines if SmartConvert requires a matched contact or lead:
    • If so, Riva tracks the email in CRM and links it to matched CRM users.
    • If not, Riva skips the item and assigns the “Skipped item” category to the email.

Notes

1. If the advanced option is applied to a sync policy, the change is applied to the next full sync cycle after the sync policy is saved.
2. If the advanced option is applied to a CRM connection, the change is not applied until the Riva sync service is restarted in the Riva Service Monitor application or the Windows Services applet.

Applies to

• Riva 2.4.34 or higher for Exchange.