Creating a Contact for an existing Account
Note: This is specific to Salesforce when we are creating the Lead/Contact record.
- When there is both a Lead and Contact associated with an email address, Chili Piper will relate to the Contact.
- The exception to this is if you have enabled the “Ignore Contacts” setting in your CRM Actions. This feature needs to be enabled by Chili Piper, thus please reach out to your CSM or support@chilipiper.com and request the “Enterprise” feature to be enabled for your account.
- The exception to this is if you have enabled the “Ignore Contacts” setting in your CRM Actions. This feature needs to be enabled by Chili Piper, thus please reach out to your CSM or support@chilipiper.com and request the “Enterprise” feature to be enabled for your account.
- When there are multiple Contacts associated with 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 is 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
Assuming a Lead/Contact is created or exists in Salesforce, 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 no Lead can be associated with an Account within Salesforce
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 Accounts with the largest number of Contacts.
- We'll route as a Lead because no Lead can be associated with an Account within Salesforce
The CRM Actions should be set up to match your expected behavior per Meeting Type or for All Meeting Types.
The Inbound Router Lead/Contact creation supersedes CRM Actions settings if you are using a Concierge Inbound Router to book the meeting.
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 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
To do Lead to Account Matching the most common requirements are:
- 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.
-
Inbound Router - Salesforce Options - Chili Piper creates leads in Salesforce real time: If we have this setting on, we will attempt to create a Contact related to an existing Account, and if this fails, we will create a Lead instead. If a Lead is created, we will not match any Account-based rules. Therefore, if there are conditions where Leads would generally be created as no matching Contacts would be found, but you want it to find a matching Account anyway, this setting should not be turned on.
- 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.