Salesforce made a duplicate record
When no matching scenario finds a record, Ovante creates one, and Salesforce's duplicate rules let it through unless they block. Add a scenario or change the rule.
Owner
Ovante looks for an existing Salesforce record with your matching scenarios. When none matches, it creates a record, and asks Salesforce to save it past duplicate rules set to alert. Only a rule set to block stops it, so the pair shows up in Salesforce's duplicate reports instead.
Fix it
- 1Open Settings → Integrations → Salesforce.
- 2Under Matching criteria, click Edit rules and add a scenario that would have found the record, such as one that starts with phone. Each scenario starts with email or phone.
- 3To stop new records entirely, set Create a new contact… to never. A person with no match is then skipped, and History says so.
- 4Click Save changes.
- 5In Salesforce, merge the two records. When the record Ovante wrote to is gone, Ovante runs your scenarios again and links the one that's left.
Not this?
- Ovante didn't send your hand edit: see A manual edit didn't reach my CRM.
- Two contacts in Ovante: see The same person appears twice.
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Related
Match people to Salesforce recordsMatching scenarios decide which Salesforce record a person updates. Each starts with email or phone, the first that finds a record wins, and no match creates one or skips.Map contact fieldsChoose which Salesforce field each Ovante contact field writes to, and whether an update overwrites what Salesforce has or only fills empty fields.Read the History tabHistory lists every item Ovante sent to your CRM, or decided not to send, with the reason in a sentence. Gray means Ovante chose to skip it; red means it failed.