Troubleshooting Record Matching for Einstein Conversation Insights

Not seeing related record match to existing record

Users can only see a matched related record if they have the necessary permissions. Users without access to a matching opportunity won’t see it as a related record.

Multiple opportunities match same email

For voice calls, if multiple opportunities are associated with the same email address, ECI selects the opportunity with the most recent Last Modified date.

For video calls, ECI selects the opportunity with the highest number of opportunity contact role participants. If there is still a tie, ECI selects the opportunity with the most recent Last Modified date.

Prospect joins call as guest without email address provided

When a customer joins a video meeting as a guest, the provider typically only sends the participant’s entered name, with no email available for matching.

However, if Einstein Activity Capture and calendar sync is enabled, we will also attempt to match this participant using calendar invites. If an email on the invite corresponds to a record, then a participant name can be matched to that record even if the participant joined the meeting as a guest.

New opportunity not matched after a call

The related record is not automatically updated later if a call already has a related record. This includes opportunities created after a call is made. ECI attempts to find a match for a call each day for 7 days after the call is made, but only for calls without an existing related record. This applies to video call participants as well.