Click & Pay Suite: Vault – Temporary Contacts
- Contact Matching Overview
- Vault - Temporary Contact
- Process a Temporary Contact
- FAQs
- Why aren't my Contacts updated?
- Why are there multiple temporary Contacts for the same person?
- Can I reduce the number of Temporary Contacts created?
- How can I know when a Temporary Contact has been created?
- How do I delete a Temporary Contact?
- Why didn't the Contact match?
- When I use "Select Contact" or "Select Account", the search does not return the result I need.
- Troubleshoot processing Temporary Contacts
Contact Matching Overview
Each transaction that arrives in Salesforce attempts to match to existing Contacts based on Settings > Contacts & Accounts > Match Mode.
By default, Match Mode is set to "Semi-Automatic Contact Creation." Temporary Contacts are created in both semi-automatic and manual Match Modes.
Related Article: Click & Pay Suite: Settings - Contacts & Account
When an incoming transaction does not match to an existing Contact, a C&P Temporary Contact is created. This is true if you have Settings > Contacts & Accounts > Contacts > Match Mode set to either Semi-Automatic Contact Creation or Manual Contact Creation. Your organization manually reviews Temporary Contacts to ensure that duplicate Contacts are not created.
Once matched, Click & Pay creates a C&P Alias record related to the Contact. The next time that Contact attempts a transaction, their entered information can be compared with both the Contact values and the Alias values.
Vault – Temporary Contact
Vault > Temporary Contact offers a "List View" of Temporary Contacts
Process a Temporary Contact
A. Select the number of Temporary Contacts to display on the page. Options are: 5, 10, 15, 25, 50, 100, 500, 1000.
B. Filters – Enter Options to filter the list of Temporary Contacts. You may filter by:
- Type: select from All, Payers, Event Attendees, Ticket Attendees
- C&P Account – if you have multiple accounts you may see all Temporary Contacts or filter by Account number.
C. Customize Columns – add and/or remove columns from the list view.
Note: Columns shown are the Click & Pledge default pre-set. You may change these according to your needs. The Action column may not be removed.
To process the Temporary Contact, click on the Temporary Contact Name “TC-XXXX” from the Temporary Contact "List View".
Review the Temporary Contact Details to determine if this transaction belongs to an existing Salesforce Contact or a new Contact needs to be created. Temporary Contact details include Contact Details, Transaction Information, Custom Questions, and System Information.
Review Mapping Settings
CONTACT – If this is a new contact, select the "New" new radio button.
Account – If a new Account is needed for this Contact, select the New Account radio button.
Note: If you believe a Salesforce Contact exists for this transaction, but do not see their name in the existing contact list, enter their name in the search field under Contact or Account.
Attach to Existing Contact/Account
This option offers other Contacts that are a potential match based on first name, last name, or email address.
If the transaction is for an Existing contact, select the Merge Contact radio button for the contact. The Merge Account radio button will be selected automatically.
If the transaction is for a new contact in an existing account, click the New Contact radio button under Contact and the Merge Account radio button for the account the new contact will be added to.
Related Articles:
Donor Management with Salesforce: Donor Management and NPSP#Organization_Group_Donations
CONNECT: SMSgiving #SMSgiving_in_SF
Review Potential Matches in Temporary Contacts, if shown
When more than one Temporary Contact has been created for the same individual, those additional matches, based on First Name and Last Name, are presented in this section. By checking the box to Select these additional Temporary Contacts, you can process multiple Temporary Contacts at once.
FAQs
Why aren't my Contacts updated?
It is not safe to assume when transaction information is coming in, that it is more up to date than your existing information. Our app does not overwrite the values you already have and updates just because a field is blank might mis-match address information.
Every time you match a Contact, a related C&P Alias record is created. By adding the C&P Alias related list to your Contact layout, and reviewing the alias, you can choose the fields to copy up to the transaction record.
- Click the Alias ID
- Select the fields on the Temporary Contact you would like to copy to the Contact record and click "Copy to Contact".
Refer to the article Click & Pay Suite: Settings > Maintenance > Alias Management for more information.
Why are there multiple Temporary Contacts for the same person?
The reasons the same patron may be listed in your C&P Temporary Contacts multiple times can include:
C&P Event Management does create separate Temporary Contacts for both the Registrant and the Attendee, so that your Attendees can take advantage of Donor Management's Contact Matching feature.
The patron has submitted another transaction, but the temporary contact from the prior transaction was never processed.
In either case, you do not need to process the duplicate Temporary Contacts multiple times. The C&P Temporary Contacts Detail screen has a Potential Matching Temporary Contacts section. By selecting these before clicking to process the Temporary Contact, the duplicate Temporary Contacts are matched as well.
Can I reduce the number of Temporary Contacts created?
Realize as a new organization, it may take some time to catch all the variations/aliases that the patrons use for online transactions, but that the number of temporary contacts created will reduce as the database collects those aliases
Review Click & Pay Suite: Settings > Contacts & Accounts > Contacts > Match Fields.
Are you using a custom Nickname field on the Contact? Adding this field to your First Name Match setting may cut down on the number of Temporary Contacts.
Are you matching against something besides the default settings? How does that impact your chances of matching? Does it help or hurt?
Meaning that by default, the First Name, Last Name, and Email fields on the Contact record must match exactly to the transactions, or to one of the aliases used by the Contact and matched in the past (the Alias fields).
A First Name, Last Name, and Email match is effective in the nonprofit sector - you do not automatically assign to the wrong household member using the same email address, but you still match when patron enters "123 Main Street" instead of "123 Main St".
That said, different organizations have different needs, and structure their Salesforce instance in diverse ways. Know how other apps impact how Contacts are created. Many of our customers now use the Nonprofit Success Pack (NPSP), which adds email fields to Salesforce, and hides the native Salesforce Email field. Learn about the recommended setup for NPSP in Donor Management with Salesforce: Donor Management and NPSP #Contact_Matching and #Contact_Mapping.
Turn on the " Auto process Temporary Contacts" feature in Click & Pay Suite > Settings > Maintenance > Self-Healing.
This feature reviews unresolved Temporary Contacts to re-attempt to match. This automation runs every 5 minutes.
Related Article: Click & Pay Suite: Settings > Maintenance
How can I know when a Temporary Contact has been created?
If you have your data honed so that it is rare for your organization to have Temporary Contacts created, you can set up a notification task or email when a Temporary Contact is created in Click & Pay Suite: Settings > Notifications.
Related Article: Click & Pay Suite: Settings > Notifications
How do I delete a Temporary Contact?
You may delete Temporary Contacts individually in Click & Pay Suite: Settings > Maintenance. There is no recommended way to "bulk delete" Temporary Contacts.
Related Article Click & Pay Suite: Settings > Maintenance
Why didn't the Contact match?
Is the match exact enough? Understand the limitations of matching by text. To a program, "James Smith" is different from "James Smith ", "Jim Smith", "James Smith", "Jim & Christine Smith", etc. A single space is enough to throw off a match.
What values is the app matching against? Review Click & Pay Suite: Settings > Contacts & Accounts > Contact > Match Fields. Is the value you see on the Contact record coming from the same field as those selected in Match Fields?
Are you still confused why the Contact did not match? Try reviewing the C&P Data record to review the exact text that is being sent from the transaction.
Access the C&P Data record from the Temporary Contact Details screen's C&P Data Information section. Clicking the link for the C&P Data Id field will display the C&P Data record, showing the raw data sent for the transaction.
Use "Ctrl-F", or the "find on page" feature of your browser to look for the First Name, Last Name, and Email fields in the data (or whatever fields you have set to match against in Click & Pay Suite: Settings > Contacts & Accounts > Contact > Match Fields)
For example:
<BillingFirstName>Jonathan</BillingFirstName>
<BillingLastName>Archer</BillingLastName>
<BillingEmail>jarcher@gmail.com</BillingEmail>
Compare character by character to the values on the Contact record. Make sure there is not an extra space before or after any of the values in either C&P Data or on the Contact - this can easily happen when someone copies and pastes data.
Why does the "Select Contact" or "Select Account" search result not return the result I need?
Review Click & Pay Suite: Settings > Contacts & Accounts > Contacts > C&P Account Number Match to be sure that you are not matching based on Account Number. If this box is checked, you will only see results for Contacts assigned to the relevant account.
If your organization is matching on Account Number, you may want to consult with your Salesforce Admin before changing the setting.
To make sure your Contact or Account shows in the results, you may need to populate the C&P Account Number (CnP_PaaS__CnP_Account_Number__c) field on the Contact or Account object.
Troubleshoot processing Temporary Contacts
When transaction data arrives in Salesforce, the raw data creates a C&P Data record. That transaction must be related to a Salesforce Contact before Donor Management continues to create the Transaction record and Opportunity record.
There are many reasons that potentially prevent Donor Management from continuing to create the C&P Transaction record and/or Opportunity record that are unique to your organization's Salesforce instance, and these problems are frequently discovered when processing Temporary Contacts.
First, examine your error for clues:
The first part or the message typically indicates what was happening to the record when the error occurred, either when creating the record or updating it.
This reference indicates what operation was happening when the error was encountered, in this example, involving a trigger activated when NPSP sees a new Opportunity has been created.
This is the Id of the record involved. The first three characters of the Id are important because they indicate what object's record caused the issue.
"006" (as seen in the example) indicates Opportunity
"003" indicates Contact
"001" indicates Account
"701" indicates Campaign - be sure that the Connected User and the user processing the Temporary Contact can create and update Campaigns
"00v" indicates Campaign Member
This reference, "null", suggests that the process expected a record or field to have a value, and it did not.
Here are the most common issues that arise, and how you can resolve them.
CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY
ERROR MESSAGE: Upsert failed.First exception on row 0; first error: CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY, npsp.TDTM_Opportunity: execution of AfterInsert
CAUSE: If we review the clues in this message, we can infer that:
- error happens when updating a record
- NPSP (in this case an NPSP trigger) is trying to update the record when the error is encountered
- error happens when updating the Opportunity
- error is occurring because a field value or record is missing
SOLUTION: Review automations that NPSP attempts when a new Opportunity is created or edited. What information does NPSP need to complete what it may be doing?
Insert Failed: FIELD_CUSTOM_VALIDATION_EXCEPTION
ERROR MESSAGE: "Insert failed. First exception on row 0; first error: FIELD_CUSTOM_VALIDATION_EXCEPTION, Failed to create Account for Contact xxxxxxxx. Use one of these records?: []---338-------(CnP_PaaS)"
CAUSE: Validation rules on Salesforce objects can block Donor Management from processing a transaction.
SOLUTION: Review validation rules on the referenced object. Rewrite your validation so that C&P transaction processing is excluded from the validation. You may need assistance from your Salesforce Administrator or consultant.
Reference:
Salesforce Trail: Create Validation Rules
Salesforce Help: Validation Rules
Upsert Failed: MALFORMED_ID
ERROR MESSAGE: "Upsert failed. First exception on row 0; first error: MALFORMED_ID: id value of incorrect type"
CAUSE: You've created a Custom Mapping to try to map a text string to a lookup field in Salesforce. While lookup fields are handy, since they let you relate a record to another record that is relevant, they can be misleading. While what you see in Salesforce is the name of the record, for example, your Notification Recipient is "Greg Olson", the data that is stored 'behind the scenes' is the Id for Greg's record. There are so many issues that can happen when matching text values - this just cannot work.
SOLUTION: Remove the custom mapping causing the issue. You cannot map a text name to a lookup field.