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Enable Account Engagement to create Contacts instead of Leads

Date de publication: Sep 30, 2025
Description
A setting on the Salesforce connector in Account Engagement can be changed by Account Engagement Support so that new contacts are created in Salesforce instead of new leads.

By default, when a record is created or updated in Account Engagement, it is queued to sync with the CRM. Account Engagement then scans the CRM in the following order:
1) Is there a contact with a matching email address or a matching CRM ID*? If yes, sync. If no, step 2.
2) Is there a lead with a matching email address a matching CRM ID*? If yes, sync. If no, step 3.
3) Is the prospect assigned? If yes, create a new lead. If no, do not sync at this time.

* Account Engagement will only attempt to match based on CRM ID if AMPSEA is enabled in the account

If we enable the 'reverse syncing' setting, then Account Engagement will check for leads first, and then contacts as a back-up. If none are found, then the prospect record will sync to Salesforce as a new contact.

 
        Résolution
        Two important caveats:
        •  If your Salesforce has duplicates (for example, janedoe@gmail.com exists as both a lead and a contact), then Account Engagement will switch the record it is syncing with, based on the new priority order. If this is not your desired result, you will need to be sure to remove duplicate email addresses or hide those records from the Account Engagement connector user.
        • This feature is all or nothing, meaning that you cannot select on a prospect-by-prospect basis whether Account Engagement syncs with contacts or leads.

        Contact the Account Engagement Support Team if you'd like to enable Account Engagement to create contacts in Salesforce.
        Numéro d’article de la base de connaissances

        000384306

         
        Chargement
        Salesforce Help | Article