Automatic Temporary Contact Merging

[bendchristie]

Hello,

I have noticed some temporary contacts are being merged into the incorrect location. This only happens on attendees. Since we do not require every attendee to have an email attached to them, it looks like the system will merge it to anyone in the salesforce system that has the same name and no email. It looks like no email match is the same as an email match.

Here is an example: 51441-2007020949128752088
Miss Richardson was a previous contact in salesforce with no email. Another Richardson was an attendee with no email. The system auto merged these two together. It also did the same with Finley in this transaction, but it luckily got that one right.

Thanks and let me know if you need anymore information.

[bendchristie]

I have turned off out semi-automatic match mode to manual, so this problem doesn't keep occurring until it is fixed.

[CnP.Support.AM]

Good day @bendchristie

Would you please grant us login access to your Salesforce instance so that we can review what's going on?

Looking forward to hearing back from you.

[bendchristie]

Thanks for getting back! I granted access for a week! Thank you again!

[CnP.Support.AM]

Good day @bendchristie

May I know which existing contact you are expecting to assign Richardson contact? Would you please share the ContactID?

Please note that contact will get assigned based on match fields set under C&P Settings >> Contacts and Accounts. Since both of the contacts don't have email but the same First and Last name, it will get assigned to the same contact as Contact Alias.

FYI, in case if you have duplicate contact with the same details then, in this case, our system will merge with the most recently created contact.

[bendchristie]

I was expecting no match for Richardson. It should have made a new contact or been sent to temporary contacts.

I'm just wondering if there is way to merge if first, last, and email match. I have this set up now. Can the system see that the email is blank and then not try to match it? Its interesting that blank means it matches blank.

[CnP.Support.AM]

Please note that since you have selected email as match mode then, in this case, it will look for the email and will match the contact based on match fields.

First Name: ABC = Match
Last Name: XYZ = Match
Email: Blank = Match