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You'll get the most benefit from everything Sales agent can do for you when your external contacts are available in your CRM system. In Sales agent, we call this connecting a contact to your CRM. Contacts that are connected to your CRM are referred to as Saved contacts.
When you read an email from external contacts or compose an email to external contacts, and open the Sales pane, the Sales agent searches your CRM for the contact's primary email address. The external contact is connected to a CRM contact based on one of the following conditions:
- External email address matches only one CRM contact
- External email address matches none of the CRM contacts
- External email address matches multiple CRM contacts
Note
The Sales agent matches external contacts against all email fields on the Contact record type (or Salesforce object) added by CRM administrators in the Sales agent Forms settings. Both out-of-the-box and custom email fields are supported.
External email address matches only one CRM contact
If the address you entered in your email matches only one contact in the CRM, the Sales agent automatically connects them. The connected contacts are displayed in the Contacts card.
External email address matches none of the CRM contacts
If the email address you entered doesn't match any of the contacts in your CRM, create a contact in your CRM.
External email address matches multiple CRM contacts
If the email address you entered matches multiple contacts in the CRM, you must manually select and connect to the correct CRM contact. The Sales agent displays a message on the Highlights card about multiple matches of a contact.
In the Sales pane, select the contact in the Contacts card, and then select Choose contact.
Select the contact you want to connect to.
- If none of the matches are correct, select Create a new contact to create a contact.
- If you've connected the external contact to an incorrect CRM contact by mistake, you can change the connected record.