Contact Matching not working

[mkavodah]

Hi,

Our contact matching previously worked, but stopped doing so a couple weeks ago. So far as we can tell, it's literally not catching any matches. I removed all matching fields except first and last name, to no avail.

Our org ID is 00DG0000000iirz. An example of a recent transaction where this occurred is order number 1607221829376122856.

Thanks!

[CnP.Support]

Good day!

This is NOT related to your question but please do it while we are reviewing your instance.

Please login to the Portal and establish connection again since it appears that you have not done it after the upgrade.



Since the above fields are blank we assume you have not connected it after the upgrade.

Please let us know when you have re-established the connection again. Login to Portal > Account Info > 3rd Party > SF Connection > Verify & Update.

[CnP.Support]

Good day!

I am sure you are aware that you are set for FULLY AUTOMATIC - a setting that we do not recommend since slight variations will cause duplicates.

You are also matching only on first name and last name so 2 people with the same name, John Smith, will be merged together since Email is not one of the matching fields.

Please verify.

[mkavodah]

It's reconnected. Thanks!

[CnP.Support]

mkavodah

Great.. it now shows connected so this step is working.



Now please verify my previous post.

[mkavodah]

Hi. We are set for fully automatic, as it was our understanding that was the only way that people would get our instant, nicely formatted thank you email. If that's not the case, I'd be happy to change it to Semi.

[CnP.Support]

Good day mkavodah

It is best if we go over the differences:

• Fully Automatic: The matching fields are searched for and if the EXACT fields are not found then a new contact will be created. For example: Rob Smith and Robert Smith will be 2 different people since the exact fields are not matched. Since regardless of a match or not match the contact is either merged or created as a new contact, the Autoresponder will be sent. It is important to know that the autoresponder users the Contact record so for it to go out it needs to have the contact exist.
• Semi-Automatic (recommended): This option will not create a new contact if the EXACT match is not found. If not found it will place the contact in the Temporary Contact for you to match it, merge it, or create a new contact. Since the new "NOT FOUND" contact is not available and is in the C&P Temporary Contact, it will not be available for the autoresponder to use. The autoresponder will be sent once the Temporary Contact has been set as a new contact or merged with an existing contact.

I hope that makes it a bit clearer.

Now to your question.

You are using the FULLY AUTOMATIC so if any field is not an exact match it will create a new contact. Do you have a Contact record ID or a link to a contact record that is the same as the data posted by order # 1607221829376122856

We need to review the C&P Data and determine the differences.

[mkavodah]

Thanks for the clarification. That's more or less what I thought, except that I thought it only looked for difference on the fields I selected (first and last name) rather than all fields. Here are a bunch of duplicates from the past couple days.

https://na23.salesforce.com/003G0000...Pos=0&srKp=003
https://na23.salesforce.com/00316000...Pos=1&srKp=003


Three for one person, email the same on all three, phone the same, but formatted differently on the original.
https://na23.salesforce.com/00316000...Pos=0&srKp=003
https://na23.salesforce.com/0061600000pSFNY
https://na23.salesforce.com/003G0000...Pos=2&srKp=003


https://na23.salesforce.com/00316000...Pos=0&srKp=003
https://na23.salesforce.com/00316000...Pos=1&srKp=003


https://na23.salesforce.com/00316000...Pos=0&srKp=003
https://na23.salesforce.com/00316000...Pos=1&srKp=003


https://na23.salesforce.com/003G0000...Pos=1&srKp=003
https://na23.salesforce.com/00316000...Pos=0&srKp=003


Three again. Two donations made, each created a new profile.
https://na23.salesforce.com/00316000...Pos=0&srKp=003
https://na23.salesforce.com/00316000...Pos=1&srKp=003
https://na23.salesforce.com/003G0000...Pos=2&srKp=003


https://na23.salesforce.com/00316000...Pos=0&srKp=003
https://na23.salesforce.com/003G0000...Pos=1&srKp=003


https://na23.salesforce.com/00316000...Pos=0&srKp=003
https://na23.salesforce.com/003G0000...Pos=1&srKp=003


https://na23.salesforce.com/00316000...Pos=1&srKp=003
https://na23.salesforce.com/00316000...Pos=0&srKp=003

[mkavodah]

This seems to be working now. Thanks! For future reference, what did you change?

[CnP.Support.AM]

Good day @mkavodah,

Glad to hear that it is working now. We did nothing, unfortunately we missed this post. However, we noticed that you are using Match Mode: Fully Automatic and Match Fields: First & Last name. Since slight variations will cause duplicates, we highly recommend you to use Match Mode as Semi Automatic and Match Fields as First & Last and Email to avoid duplicate contact creation.

Let us know if we can be of any further assistance,.

Thanks,