Guidelines for Using Contacts with Einstein Activity Capture

General

• When contacts move from the connected account to Salesforce, they become Salesforce records and are available in standard reporting and Salesforce platform capabilities. See How Einstein Activity Capture Works.
• When you’re setting filter conditions that contacts must meet in order to sync, formula fields and custom fields aren’t supported. See Filters for Contact Sync.
• When you’re setting record ownership filters that contacts must meet in order to sync, select the Contacts Users Own option for the best experience. That way, your users can focus on the contacts that are most important to them.
• Use folders or groups to control which contacts sync. See Preparing to Sync Contacts with Einstein Activity Capture.
• If you’re set up to sync from your connected account to Salesforce or both ways, to prevent unresolved contacts, we recommend creating related records in Salesforce before turning on contact sync.
• Einstein Activity Capture can sync up to 50,000 contacts per user. An additional nonsyncing contact is picked up for sync only when one of the 50,000 stops syncing. A contact stops syncing if it’s deleted or if a contact sync issue occurs.
• In your connected account, if you delete a contact and then restore it, that contact starts syncing approximately 24 hours after restoration.
• Some factors can impact sync wait time, such as when:
  • Many users are set up to start syncing around the same time.
  • Sync is pending for a significant number of contacts.

Unresolved Contacts

Sometimes Einstein Activity Capture can’t match contacts or accounts. When that happens, Einstein Activity Capture lists those records on the Unresolved Items page in your personal settings.

To match unresolved contacts, Salesforce determines whether to sync the Microsoft or Google contact to a Salesforce contact or to create a contact. Or you can update the Salesforce contact with the information required to find a match, such as first name, last name, company name, or email address.

If you don’t resolve unmatched Salesforce contacts before the next sync cycle, Einstein Activity Capture removes the company name from Microsoft or Google contacts.

Sync Conflicts

If an update you made in Salesforce didn’t sync to your connected account, you could have experienced a sync conflict. Sync conflicts can occur when at least one of these conditions is true.

• You’re set up to sync contacts both ways.
• You, another user with access, or an automated action updates the contact in your external application and Salesforce before Einstein Activity Capture syncs the change.

If a sync conflict occurs, Einstein Activity Capture gives preference to the contact in your connected account. If automatic mass contact updates are made from your connected account or Salesforce, you’re likely to experience sync conflicts more often. Companies usually make mass contact updates when admins or developers set up automation or create custom API calls to create or update Salesforce, Microsoft, or Google contacts.

Deleting Synced Contacts

When you delete a synced contact in Salesforce or your connected account, the contact isn’t automatically removed from the other application. To avoid duplicate contacts and contact re-creation, make sure you delete synced contacts properly. How you delete a synced contact depends on your contact sync configuration. In some cases, users can’t delete synced contacts.

If you’re set up to sync from Salesforce to a connected account, delete the contact from Salesforce.

If you’re set up to sync from a connected account to Salesforce or to sync both ways, how you delete a synced contact depends on your event sync settings.

• To delete a contact when the Sync private events setting is turned off, mark the contact as private in your connected account and delete it from Salesforce.
• To delete a contact when the Sync private events setting is turned on, delete the contact from Salesforce and your connected account. If you’re set up to sync with the All Contacts contact filter, make sure your admin deletes the contact from all users’ connected accounts.

When you use the Sync Contacts Users Follow in Chatter contact filter, you can’t delete a synced contact if at least one user follows the contact in Chatter.