Question about old SF Contact update behavior
This question is about the old Salesforce app behavior. My understanding is that once a C&P donor gets connected to a Contact in Salesforce the system aliases the two so that if there are changes in email or other contact info, the donations continue to flow into the existing SF Contact. First, is that correct?
Second, if that is correct, what happens if the email address used by a donor changes? Will it automatically update the Contact email? The Click and Pay system allows us to decide if the new info from the C&P donor updates the SF Contact or not. Is the same true of the old SF app for C&P? If so, where do I look to set it to not update the email?
If that is not the case (we can't turn the Contact update on or off), what happens? Will the new email address automatically update the Contact email?
Thank you! We are seeing the potential for two separate integrations to be fighting over the email address, and that would be less than ideal.
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Please note that contact creation or linking fully depends on the configuration defined under C&P Settings > Contact & Account Creation.
The behaviour varies based on the Match Mode and Match Fields you have selected.
- If you select Semi-Automatic with the checkbox for [Create a new contact if no potential matches (same email or same last name) is found.] enabled, a new Contact will be created.
- If this option is not checked, a Temporary Contact will be created, which you will need to review and manually process.
When processing a Temporary Contact, if you choose to link it with an existing contact, the system will follow the rules set under C&P Settings > Contacts & Accounts > Contact Record Update:
- Update the existing record with the new data and store the old data as an alias.
- Do not update the existing record; instead, save the new data as an alias.
In summary, the outcome completely depends on how you have configured your settings.
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Thank you. That's essentially how the Click and Pay Suite works, but I had not been able to follow that in the old app. I'll take a look and get back if I have any further questions. I appreciate the quick reply.
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OK, I do have a question. Are you saying “aliasing” and thus any SF field updates only occur when the system is set to create Temporary Contacts (e.g. the Match Mode is set to Manual)? And if Semi Automatic is selected, is there still a connection to the donor in SF such that if the donor contributes under a new email address, the donation will still go to the correct Contact? Or will this result in either a new Contact being created or a Temporary Contact being created (depending on Match Mode)? And is the option to update the Contact or alias the new info only available when processing Temporary Contacts? I don't see it under the Settings section. (Again, this is the OLD app, not Click and Pay.)
And to be clear, in your mention of temporary Contacts, you say the system will follow the rules under C&P Settings > Contacts & Account > Contact Record Update. There is no section called Contact Record Update. There are Account Settings, Record Types, Match Mode, Match Fields (all of which I understand), and Contact and Account Mapping. Is it the last section you are talking about or does it not work that way in the old app (9.x)?
Thanks again,
Carl
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Yes, that is correct.
- Manual (Match Mode): The system will create a Temporary Contact. Once you process it, the record will either create an Alias under the main Contact or create a new Contact, depending on how you choose to process it.
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Semi-Automatic (Match Mode): The system will check the Match Fields.
- If all fields match, the new information will be stored as an Alias under the existing Contact.
- If there are differences in the contact information based on the Match Fields you selected, a Temporary Contact will be created for review and processing.
The Contact Record Update applies when processing Temporary Contacts. While the contact is still in Temporary Contacts, the rules do not apply. Once you process it, those settings are enforced.
In v9.x, this option does not exist in the same way. The system either creates a Temporary Contact or an Alias under the main Contact. From there, you can manually update the Contact using the Alias Record → Copy to Contact option.
Every time you match a Contact, a related C&P Alias record is created. To manage updates safely:
- Add the C&P Alias related list to your Contact layout.
- Open the Alias by clicking the Alias ID.
- Review the fields on the Temporary Contact.
- Select the fields you would like to copy to the Contact record.
- Click “Copy to Contact”.
This way, you stay in control of which fields are updated.
If you would like us to walk you through these scenarios in detail, we invite you to join us at LIVE Support so we can review them together in real time.
Our Live Support is from 9:00 a.m. - 4:00 p.m. Mon - Thu and 9:00 a.m. to 3:00 p.m. on Friday.
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This is very helpful, and it's good to know we retain control. I was concerned about conflicts between different apps trying to control the email field, but it looks like we have the final say. I'll join the live support if it looks like I need more help.
Thank you again!
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