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Resolve Your Synced Contacts
When contacts sync from your email app with Einstein Activity Capture, Lightning Sync, or Salesforce for Outlook, some contacts are automatically assigned to accounts based on their company. The rest are added to My Unresolved Items, where you can either assign contacts to Salesforce accounts or confirm that you want to leave them unassigned.
Required Editions
| Available in: both Salesforce Classic and Lightning Experience |
| Available in: All Editions |
- In Salesforce Classic, access your unresolved events from the sidebar shortcut Unresolved Items. In Lightning Experience, click your profile picture, then click Settings | Email | My Unresolved Items.
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Resolve each contact in any of these ways.
- Assign an account.
- Select an account under Choose Suggested Account in the dropdown list. We suggest accounts only if we detect possible matches based on the contact's company. Suggested accounts always show the Account Name field and the first three additional fields defined in your account search layout. If your organization has contact lookup filters that prevent certain accounts from being assigned to contacts, those accounts don’t appear as suggested accounts and can’t be assigned to contacts.
- Select Search Salesforce.com.... In the lookup, either click New, enter account information, and click Save, or enter search criteria, click Go!, and click the right account. If you don't see the lookup, you need to first allow popups from Salesforce.
- Leave unassigned—Select Don't Assign New Account from the dropdown list if you want to confirm that a contact with no account remains unassigned. Unassigned contacts aren't related to Salesforce records and are visible to you and your administrator only.
- Choose an account if there's a conflict—If the email contact and Salesforce contacts' companies are different, click Don't Assign New Account in the dropdown list to overwrite one with the other. The Salesforce account overwrites the email contact company if Salesforce is set to win, and the email contact overwrites the Salesforce account if the email contact is set to win.
- Cancel a selection—Select —None Selected— from the dropdown list.
- Assign an account.
- Click Save to save your changes. All modified items are removed from the list. Remaining items continue to sync, and you can return anytime to resolve them. Clicking Cancel cancels all changes on the page. Every contact assigned to an account now appears on the Contacts related list for that account.
You can also resolve a contact from the contact record by marking it private or by assigning it to an account.
Your unresolved contacts list works like a standard list view. Click Edit or Create New View to define filters and customize columns.
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