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Business Problem:
Currently, contacts in Salesforce and respond.io are automatically matched based on predefined criteria (email or phone number), but users have no way to manually link or unlink a contact when necessary. This lack of manual control leads to:
  • Incorrect contact associations, especially in cases where duplicate contacts exist.
  • Limited flexibility, as users cannot override or adjust mappings between contacts in Salesforce and respond.io.
Desired Outcome:
  • Manual Linking Option: Allow users to manually associate a respond.io contact with a Salesforce contact if the automatic match is incorrect or missing.
  • Manual Unlinking Option: Enable users to unlink a Salesforce contact in case the association is no longer relevant or was made in error.
Use Cases:
  • Fixing Incorrect Matches: A contact is automatically linked to the wrong Salesforce contact.
Current Workaround:
  • Modify the contact details to force an automatic rematch.