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Matching Leads to Existing Account Records in Salesforce

Liz Pouya
  • Updated

Creating a Contact for an existing Account

Note: This is specific to Salesforce when we are creating the Lead/Contact record.

  1. When there is both a Lead and Contact associated to an email address, Chili Piper will relate to the Contact.
  2. When there are multiple Contacts associated to an email address under the same Account, Chili Piper will relate to the most recently created Contact.

How do we match to Accounts?

Chili Piper looks at the email domain and if there is an existing Contact under an Account with that same email domain and the setting is enabled, Chili Piper will then create a net-new Contact under the related Account.

Example:

Account: Acme

Contacts: mary@acme.com, peter@acme.com

Scenario: A new prospect fills out the form with the email address “john@acme.com”, John will be created as a Contact under the account “Acme”

 

What if there are more than one Account with Contacts under the same email domain?

 

If there are contacts with the same email domain under different Accounts such as:

Account: Chili Piper

Contact: joe@chili.com

and 

Account: Chili Pipers

Contact: bill@chili.com

 

Then based on the settings under “CRM Actions” at the workspace level and the settings under Inbound Router - Salesforce Option, we will work as follows:

    • We'll route as a Lead because we don’t want to guess which Account to match to, and no Lead can be associated to an Account
      OR
    • We’ll route as a Contact under the Account with the most matched contacts by domain name, or we can use the Account's "Website" field to match.
    • If multiple Accounts exist with the same domain, we will match and route based on Account with the largest number of Contacts.

(CRM Actions should be set up to match your expected behavior per Meeting Type or for All Meeting Types)

 

Lead-to-Account Matching (L2A Matching)

We have the ability to match to an existing Account if the Lead has not yet been created in Salesforce. In these cases we will first check if the "Contact" and "Account" rules match, and otherwise fallback to "Lead" rules.

It's possible that a Lead will be created after the routing to an Account based upon your marketing automation. If the Lead is created, it can impact routing to "Queues for prospects who didn't take action", as well as any future routes with the same prospect.

Example:

Account: Acme

Contacts: mary@acme.com, peter@acme.com

Scenario: A new prospect fills out the form with the email address “john@acme.com”, but no Lead or Contact creation is enabled in the Inbound Router. We will still match to the above Contacts and Account.

Outcome: Based upon your own Lead creation process via marketing automation, a Lead or Contact can be created here.

If no matching Contacts are found, we will simply treat the prospect as a Lead record instead. 

 

Requirements

In order to do Lead to Account Matching the most common requirements are:

  • CRM Actions - Leads & Contacts - Create Contact is switched ON. We rely on this setting to match to an Account, based on the matching of email domain to existing Contacts or to website field on the account. 
  • Ownership queue in the concierge router. By default, we don't scan Accounts unless there is also an Ownership queue. If you don't want to match ownership you will still need to create an ownership queue, even if the rules never make a match. One ownership queue is required in the router at all times. 

  • Public domains such as gmail, yahoo, hotmail, etc will never be matched into an account because these contacts are not likely to be related in any way. 

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