Prevent duplicate Contacts in the Salesforce integration
If you’re unfamiliar with Salesforce Duplicate Management, we recommend reviewing how it works first. For help, check out our favorite resources:
Duplicate Contact records make your data harder to manage and your reports less accurate. By default, the Salesforce base integration (NPSP compatible) helps prevent duplicates by matching a Supporter's email address to your existing Contact records.
You can do even more with three settings in your integration: Enhanced Contact Matching, NPSP email matching, and Use GoFundMe Pro Supporter information. This article shows you how to turn them on, how they work together, and how to resolve duplicate Contacts if they happen.
Turn on the settings
All three settings live in the same place. Here's how to find them:
- In Salesforce, select the App Launcher
- Search for and select GoFundMe Pro Control Panel V2
- Select Settings
- Select Account & Contact
From here, you can turn on each setting.
Enhanced Contact Matching
Enhanced Contact Matching (ECM) lets the integration use your active duplicate rules on the Contact object. It also uses the highest-ranked match, so you don't have to pick one yourself.
This setting must be on for GoFundMe Pro to recognize your duplicate rules. Before you turn on ECM, you'll need an active duplicate rule on the Contact object. The integration doesn't work with duplicate rules on the Lead or Account objects.
After ECM is on, the integration matches on any active Contact duplicate rules. Salesforce won't apply duplicate rules to past records, but the rules will run on any new opportunities created in Salesforce.
Note: Our Salesforce integration will use all of your Active duplicate rules on the Contact object. To toggle on/off any duplicate rules, select the rule you want to edit and select Activate/Deactivate.
Tips on creating matching rules
We recommend using Salesforce's Standard Contact Matching Rule on your duplicate rule for the best Contact matching. If you'd rather create your own rule, you can use these Contact API names:
- FirstName
- LastName
- Phone
- MailingStreet or OtherStreet
- MailingCity or OtherCity
- MailingState or OtherState
- MailingPostalCode or OtherPostalCode
You can set the mailing fields in your Control Panel settings under Account & Contact.
Important: When creating a custom rule using an OR operator and fuzzy matching methods, Salesforce will only look at the last filter segment.
Check out Salesforce's documentation on other things to know before you customize matching rules.
NPSP email matching
If you use Salesforce NPSP, you can match against three more email fields:
- Personal email
- Work email
- Alternative email
When you turn NPSP email matching on, GoFundMe Pro looks across all of these NPSP email fields to match Contacts. This lowers the chance of duplicate Contacts when your supporters use different emails to give.
If duplicate Contacts are still being created with the NPSP email, it's best to update to the latest version of the integration. You can also learn more about the NPSP extension.
Use GoFundMe Pro supporter information
Turn on Use GoFundMe Pro Supporter information for Contact matching and creation if you want GoFundMe Pro to create or match Contacts using the Supporter information in your GoFundMe Pro account. This is helpful when your donors use different billing information than their contact information. If this setting is off, the integration checks the billing information on the transaction instead.
If you turn this setting on and still get duplicate Contacts, you may need to update the GoFundMe Pro Supporters record in Salesforce. Check out our FAQ for more information on the GoFundMe Pro Supporters record.
Tip: Update Supporter information in GoFundMe Pro with edits in Salesforce with the bidirectional sync.
How ECM and NPSP email matching work together
Enhanced Contact Matching and NPSP email matching work best together to return the best Contact match. With both settings active, the integration:
- Returns a list of Contacts matched from your duplicate rules
- Returns another list of Contacts that match by the NPSP email
- Compares the two lists and returns the Contact that matches both your duplicate rules and the NPSP email
Note: If ECM is inactive, or your duplicate rules return no match, and NPSP email matching is active, then NPSP email matching matches on the email along with the first name and last name.
Resolve duplicate Contacts
Sometimes a duplicate rule will catch a Contact the integration is trying to create. When that happens, the transaction won't sync, and the GoFundMe Pro API Request shows a "DUPLICATES_DETECTED" error. You can learn more in our guide to API request error messages in Salesforce.
If this happens, here’s how you can resolve it.
Step 1: Check the API request log
In Salesforce, go to GoFundMe Pro API Requests and find the failed API request with the "DUPLICATES_DETECTED" error. The error message tells you which duplicate rule was triggered.
Step 2: Find the duplicate Contacts in Salesforce
In Salesforce, search by the supporter's name or email address to find which records are duplicates. Look for more than one Contact with the same name or email.
Step 3: Resolve the duplicate
You have two options:
- Option A: Merge before re-syncing (preferred). Merge the duplicate Contacts in Salesforce first. Then use the GoFundMe Pro Data Sync tool to re-sync the failed transaction.
- Option B: Temporarily turn off the duplicate rule. Turn off the duplicate rule for now, and run the data sync tool so the transaction can create a record. Then, merge the duplicate Contacts and turn the rule back on.
Tip: Option A is the better choice. Merging first keeps your duplicate rule active and helps you avoid creating another duplicate record.
Step 4: Verify the Supporter record
Note: Only complete this step if the Use GoFundMe Pro supporter information setting is active.
After you resolve the duplicate, check the GoFundMe Pro Supporter record in Salesforce to confirm the correct Contact is linked. If the wrong Contact is mapped to the Supporter record, edit the record to update the Contact lookup.
FAQs
Where can I find the GoFundMe Pro Supporters record in Salesforce?
The GoFundMe Pro Supporters record in Salesforce shows the connection between the Supporter information in your GoFundMe Pro account and the Contact record that was created or matched.
By default, this record is added as a related list to the StayClassy Contact record type. If you use a custom record type for the Contact object, edit the related list section of your record type to add the GoFundMe Pro Supporters record.
Note: StayClassy is the original package name for the integration in Salesforce. You may still see it on some record types and fields.
ECM is off, but I'm still getting failed GoFundMe Pro API Requests with the "DUPLICATES_DETECTED" error. Why?
When ECM is off, the integration ignores your active duplicate rules. But Salesforce still runs its own process to use your duplicate and matching rules when Contacts are created. If this happens, turn off the rule for now and re-sync the transaction with the Data Sync tool.
I have a duplicate rule that I need to keep active, but it is causing duplicate issues. What can I do?
You can set the integration to ignore a rule. To do so, edit the rule and add a condition that prevents it from running for the integration user.