As your team goes about their day, Backstory is working in the background to automatically log business-relevant emails, meetings, Contacts, and Opportunity Contact Roles in your Salesforce.
However, there are times when a Contact is not automatically created in Salesforce as expected. Below is a list of reasons this might happen.
To learn more about how Backstory handles Contact Creation, click here.
Contact email domain does not match the Accounts in Salesforce
When associating a Contact to an Account in Salesforce, Backstory will look for a domain match - meaning the domain of the Contact’s email address matches the domain of the Account listed in Salesforce. Typically, the Account’s domain will be listed on the Account details page, like so:
If there is a mismatch, such as google.com vs googleventures.com, for example, a Contact will not be created. This behavior is in place to ensure the quality of Contacts created is upheld to the highest possible standard.
To minimize this scenario, there are two options.
You can audit your Accounts to ensure the website listed on each record is accurate and up-to-date. Matching by Account domain is one of the most common methods by which activities match to Salesforce records, so having accurate Account domains will not only increase your activities’ matching accuracy but also ensure any and all missed contacts are created.
This can be accomplished easily with Unified Backstory Application!
Create a new Sheet for Accounts, add the Owned by me filter, and add the Website column to your newly created sheet.
From there, comb through the list of your Accounts and double-click on the domain of any Account that needs an update, and enter the new value.
Alternatively, you can enable Multiple Account Domains Support. Once configured, you’ll have the ability to map alternate website domains for your Accounts. This will enable Backstory to match any domain listed by the domain.
This feature is highly effective if your Account’s website differs from the email domain your Contacts are communicating with.
Contact creation is not enabled globally or on the user's Configuration Profile
The Contact creation feature must be enabled in two places for Backstory to create contacts.
First, it must be enabled globally, meaning the setting is enabled for your organization within the Settings module.
Backstory administrators can verify that this feature is enabled by navigating to Settings > CRM Settings > Global Settings.
Secondly, this setting must be enabled within users’ Configuration Profiles.
You can access a user’s Configuration Profiles via the Users & Teams page or the Configuration Profile page.
In doing so, please make sure the Contact Creation setting is enabled for any user whose Contacts are not being created as expected.
Note: If this setting is disabled, it’s likely an intentional decision made during onboarding. Before making any changes to these settings, please contact support@backstory.ai or your Backstory point of contact.
Contact activities were not able to match
In order for Contacts to be created in Salesforce, the emails or meetings that the Contact is involved in must be matched to said Account in Backstory.
If Backstory is unable to match the activities automatically, it will be shown in the Backstory web application like so:
You can identify unmatched activities by navigating to the Activity Feed page in Backstory and applying filters to narrow down to the activities the missing Contact was involved in.
From there, you can click Match Details to understand why the activity was unable to automatically match to an Account, Opportunity, or Lead. You can also manually match the activity using the Edit Match button.
To learn more about activity matching, please click here.
The minimum required information is not available
To create Contacts in your Salesforce instance, the minimum information of first name, last name, and email address is typically required. This ensures that the Contacts created are held to a high-quality standard and can be used in marketing campaigns if needed.
Some organizations have additional requirements in place, such as country or job title, for example.
Backstory gathers this information from several sources, including email signatures and email addresses themselves. However, if the required information is not available at the time the activity takes place, Backstory will be unable to create the Contact as expected.
Have a question? Drop us a line at support@backstory.ai