Salsa CRM automatically and proactively deduplicates with NEW records that are pushed down to it from Salsa Engage. (Note, you'll manage conflicting updates for existing records with the Constituent Update Queue). While Salsa CRM and Salsa Engage each have their own deduplication algorithms, Salsa CRM enables you to deduplicate new records that were pushed down from Salsa Engage. Salsa CRM then pushes the deduplicated records back up to Salsa Engage.
Note: Proactive Deduplication is not an option for Salsa users who do not have Salsa CRM. Salsa CRM performs proactive deduplication automatically on only new records that are pushed down from Salsa Engage. It will not actively scan existing records for duplicates. There is no option for manually running proactive deduplication. See Constituent Merge Utility for directions on how to find and process duplicates manually in Salsa CRM.
When Salsa CRM finds duplicates, a "potential duplicate warning" exclamation point (!) will appear next to the Tools menu in the top navigation (as shown in the screenshot below).
Deduplicate in Salsa CRM
- When you see the potential duplicate warning (!), Click Tools > Constituent Merge > Potential Duplicates from Online to review and handle duplicates. The Potential Duplicate window opens and will be populated with potential duplicates.
NOTE: The Activity column displays the form or email that was used to generate the supporter record. A blank value indicates the record was added manually or through an import. In the example below, the first entry came in through a Sign-Up Form, and the second entry was manually added.
- Click the record that you want to process (so it is highlighted in yellow), and then click the Open... button. The Resolve Potential Duplicate wizard opens.
- Select the options that you want Salsa CRM to use.
- Click Save and Next to move on to the next record (or click Save if there is no Save and Next option). Your changes will be saved in Salsa CRM and propagated to Salsa Engage according to the rules delineated in the rest of this article.
What Happens In Engage
Proactive deduplication follows different rules depending on whether a supporter is added via an Activity (such as signing a sign-up form) or via import.
When Updates are Made Via Activities
- If a supporter submits a form that has the same email address as a record that is already in Salsa engage, and there is only one record in Salsa Engage has that email address, new data from the update will be added to the record that is already in Salsa Engage. (A duplicate record will not be created.) The updated record will then be pushed down to Salsa CRM.
- If more than one record with the same email exists in Salsa Engage, Salsa Engage will look at the incoming First and Last Name and compare it to the duplicates in Salsa Engage that have the same email address. If Salsa Engage finds a match on First and Last Name, it will update the matching record. (A duplicate record will not be made.) The update will then be pushed down to Salsa CRM. If Salsa Engage does not find a match, it will create a new ("duplicate") record using the new First Name, Last Name, and email address. This new record will then be pushed down to Salsa CRM. It will the be treated as a new record in Salsa CRM and run through the proactive deduplication algorithm.
When Updates are Made Via Import
- If only one record exists in Salsa Engage, the record will be overwritten.
- If there already are two records in Salsa Engage using the same email address, import using email address will not be permitted. The import report will note that there are multiple records with the same email address. To resolve this issue, you must merge the records using the merge tools in Salsa CRM before they are imported into Salsa Engage. Alternately, you can import into Salsa CRM, and the updates will be pushed to Salsa Engage.
When a Supporter Unsubscribes
If someone unsubscribes an email address that has more than one record in Engage, all of the records that share that same email address will be unsubscribed. For all records that are synced with Salsa Engage, these changes will be pushed down to Salsa CRM.
What Happens In Salsa CRM When Salsa Engage Pushes Down Records
Salsa Engage and Salsa CRM each maintain their own database, and when supporter records are in Salsa CRM and Salsa Engage, the two applications work together to enable you to handle duplicate records. To enable this coordination, supporters that have records in both application are given a unique database ID. This is used to keep records synchronized between the two applications. But this isn't something you have to worry about. The ID is generated and managed automatically, behind the scenes, by Salsa. The reason we're telling you about it here is that we'll refer to the ID in the following material.
When the User ID in Salsa Engage Matches a User ID in Salsa CRM
When Salsa Engage pushes records down to Salsa CRM and Salsa CRM finds a matching user ID, the following happens (in Salsa CRM):
- Standard supporter fields are updated. These include First Name, Last Name, Title, Suffix, DOB + Custom Fields.
- Supporter addresses are updated. The Primary address is updated in Salsa CRM if the record from Salsa Engage matches the first alphanumeric string of the first line of the street address and 5-digit zip. A new address is created in Salsa CRM if the record from Salsa Engage does not match first line of the street address and 5-digit zip.
- Supporter email address, Supporter phone number, or Supporter Social information is updated. The data from Salsa Engage becomes primary and the original, Salsa CRM data becomes secondary.
When the User ID in Salsa Engage Does Not Match a User ID in Salsa CRM
When Salsa Engage pushes records down to Salsa CRM and Salsa CRM does not find a matching user ID, the following happens:
Salsa CRM performs a search on full first name, last name, and email address. Then...
- If an exact match is found on first name, last name, and email, Salsa CRM updates the record just as if the incoming record had a matching user ID.
- If there is not a full match, Salsa CRM searches its database for the first three letters of the supporter's first name plus full last name OR complete primary email. If a match is found, the Potential Duplicate List is updated with the matching records and noted as a "Potential Duplicate". From here, you can deduplicate and merge records on a field by field basis or leave the record in the database as is. If you decide to merge the new record with the existing record, Salsa CRM will then push the merged record up to Salsa Engage. If the record that was merged was also previously in Salsa Engage, the CRM will also merge the two records in Engage
- If there is no match between the first three letters of the supporter's first name plus full last name OR complete primary email, Salsa CRM assumes that there is no match and creates a new, active record.
Following are some examples that may give you a better idea of how proactive deduplication works.
Matching email and new first name, with only one record already in Salsa Engage with the given email - If an incoming supporter from a Sign Up page updated his First Name from “Bill” to “William”, and his Email matched one already in Salsa Engage, Salsa Engage will overwrite existing information with new information. This update would then be pushed down to Salsa CRM. If that record was already in Salsa CRM, Salsa CRM will update the First Name to William.
Matching email and a new address, with only one record already in Salsa Engage with the given email - If an incoming record has a matching Email but an updated address, Engage will overwrite the existing address with the new address. Salsa Engage will then push the update down to Salsa CRM, and Salsa CRM will check if the latest data matches the existing data. If the first word and the zip code of the record do not match, the new address will become the primary address and the existing address will become a secondary address. If the first word and the zip code do match, Salsa CRM will update the pre-existing primary address with the newest data (for example, it may add a Suite number to Address Line 2).
Matching email and new last name (due to marriage), with only one record already in Salsa Engage with the given email - If an incoming record has a matching Email, but a different last name (for example, Henrietta Franklin at firstname.lastname@example.org comes in as Henrietta Jones at email@example.com), Salsa Engage will overwrite the existing last name with the new last name. The updated record will be pushed down to Salsa CRM, which will update the last name in its database to the new last name.
New email is used by a supporter - If an incoming record has a unique email address but a First Name and Last Name matching a record that is already in Salsa Engage, Salsa Engage will create a new record. That record will then be pushed to Salsa CRM. Salsa CRM will flag it as a potential duplicate because at least one supporter with a matching first name and last name already exists in Salsa CRM.
New record with first name, last name, and email is added manually, by a campaign manager, to Salsa Engage, and there is a matching record in Salsa CRM - If a new record with a unique email address is added to Salsa Engage, Salsa Engage will create a new record and push it down to Salsa CRM. Salsa CRM will look up potential matches. If it finds an existing record that is a full match (first name, last name, and email), Salsa CRM will overwrite the existing record and then sync back up to Salsa Engage.
New record in Salsa Engage and potential matches on first name and last name in Salsa CRM - If a new record is added to Salsa Engage, Salsa Engage will create a new record and push it down to Salsa CRM. If Salsa CRM finds one or more records with the same first and last name, you will notified and given the option to merge the records. If you merge the records in Salsa CRM, Salsa CRM will prompt Salsa Engage to merge the records. The merged record in Salsa Engage will be identical to the merged record in Salsa CRM.
Multiple records exist with the same email address - If there is more than one record in Salsa Engage with the same email address, Salsa Engage will look at the First and Last Name of the incoming record and compare it to the duplicates that share the email address. If Salsa Engage doesn't find a match, it will create an additional duplicate using the new First and Last Name and existing email. It will then push the new "duplicate" record down to Salsa CRM. Salsa CRM will then treat it as a new record and look for any potential duplicates. If ny duplicates are found, they will be flagged as potential matches for the campaign manager to resolve in the Potential Duplicates from Online list.