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Managing Contacts via the Product (Contacts Sync)


Revenue Inbox synchronization performs continuous two-way syncing of your business Contacts between MS Exchange / Office 365 or Gmail and Salesforce. Once activated, data synchronization runs every 30 minutes on server side. Bidirectional mail server ↔ Salesforce syncing of Contacts carried out by RI sync is a versatile process that also ensures conveying of Salesforce contacts into your Exchange address book and their use by MS Outlook Desktop / On the Web AutoComplete on email composing or meeting creation.


Refer to this article to learn how MS Exchange/Office 365 Contact item fields are matched with Salesforce Contacts by Revenue Inbox. Also refer to this article for more details on configuring objects synchronization.


Enabling Contacts Sync

After RI sync is set up, to enable Contacts sync, go to Synchronization Dashboard (see the article Opening the Dashboard), open Sync Settings > Filters in the pane on the left-hand side and enable the switch button under Contacts:


To set a focused Salesforce list view to be applied by Revenue Inbox on Contacts downsyncing from Salesforce to your Mail client:

  • open Sync dashboard > Sync Settings > Filters

  • click > Customize under Contacts

  • select one of the options: All available contacts, Only my contacts (this view is set by default), Custom view

  • in case you selected Custom view, specify a preconfigured Salesforce Contacts custom view in the corresponding picklist


  • click Save to enable the view


After RI synchronization is set up, Revenue Inbox creates in MS Exchange/Office 365 a dedicated folder Salesforce Contacts and mirrors all business contacts which you own in Salesforce as Exchange/Office 365 contacts put in this folder, matching their fields according to established mapping patterns. However, note that your Contacts existing in MS Exchange/Office 365 prior to RI sync activation will not be synced with Salesforce, unless you specifically select them to be synced using either one of the methods described below.


Marking Contacts to be synced


See this article to learn how to sync Gmail contacts


There are two ways to synchronize an MS Exchange / Office 365 contact with Salesforce via Revenue Inbox:

By creating or moving a Contact in the Salesforce Contacts folder

  • Select the Salesforce Contacts folder in MS Outlook Desktop / On the Web Contacts tab and click the New Contact icon; then fill in the contact’s data and save it. Revenue Inbox will assign the new Contact the Salesforce category and create of a matching Contact object in Salesforce by RI sync.


  • Alternatively, drag and drop or right-click and move an existing Contact to the Salesforce Contacts folder - it will be saved in Salesforce on the following sync session. To be continuously synced with Salesforce, contacts should remain in this folder; any updates made on either side will be mirrored on the other, through two-way synchronization.


Syncing a Contact using the custom Salesforce category

Alternatively, you can share a contact in Salesforce by assigning it the Salesforce category.


Revenue Inbox will move the marked contact to the Salesforce Contacts folder and create a matching Contact object in Salesforce on the following sync session.


If the Salesforce category is unassigned after an item was moved to the dedicated Salesforce folder and synchronized with Salesforce, RI sync will automatically restore the category on this item on the following sync session – items will remain synced if you just unassign the custom category from them but leave them in the dedicated folder. In the opposite case, if a synchronized item is removed from the dedicated Salesforce folder to be unsynced, RI sync will automatically remove the custom category from this item on the following sync session


Your personal MS Exchange/Office 365 contacts located in the default Contacts folder or other folders will not get saved in Salesforce. Only the contacts assigned the Salesforce category or moved to the Salesforce Contacts folder will get saved



Special Patterns Applied on Contacts Processing

When a Contact is created and synchronized from MS Outlook to Salesforce, the following pattern is applied in order to find a relevant Account to link this Contact to:

1. The value of the Contact’s Company field is used to search for relevant Account(s) in Salesforce.

2. If an Account with exact Company field matching is found - the Account is used for Contact linking. In case there are several Accounts found, one with the earliest creation date is used.

3. If there is no direct match, the Company field’s value is searched for among sub-strings of Account names in Salesforce, and if there is only one matching Account found, it is used to link the Contact to. If no relevant Account is found this way, see point 4.

4. If no matches with the Company field’s value are found among Account names in Salesforce, a Contact with empty Account association is attempted to be created in Salesforce.


In case you want to adjust the Contacts processing mechanisms to meet your company’s specific preferences: by adding extra required fields, changing default values in some fields, ensuring auto-linking to a specific Account, etc., please send a corresponding configuration request to our Support team, describing your preferences in detail (option is only available for Enterprise customers).


Contact updates syncing

When a Contact located in the Salesforce Contacts folder in MS Outlook is modified, these changes are conveyed (up-synced) to its matching Salesforce Contact object on the following sync session. A two-way sync pattern is used, so if you modify a Contact’s fields values in Salesforce, they will be down-synced to its matching Contact in MS Outlook.


Deleting a Contact in Exchange/Office 365

If you remove an already synchronized Contact from the Salesforce Contacts folder or delete it, Revenue Inbox checks the value of the Auto-removal setting (see the article Choosing What to Synchronize) and proceeds accordingly:

  • if Contacts Auto-removal is allowed - the Contact gets deleted from Salesforce as well, on the following sync session

  • if Contacts Auto-removal is not allowed - the Contact gets automatically re-created in the Salesforce Contacts folder on the following sync session, its fields’ values retrieved from Salesforce


Adding a Contact in Salesforce

When a new Contact is added in Salesforce and it is visible within the set view (see above), it appears in the Salesforce Contacts folder in Outlook after the next synchronization.


Modifying a Contact in Salesforce

When an existing Contact is modified in Salesforce and it belongs to the set list view (see above), the corresponding contact in the Salesforce Contacts folder in MS Exchange/Office 365 gets updated, on the following sync session.


Deleting a Contact in Salesforce

When a synced Contact is deleted in Salesforce, the corresponding contact in the Salesforce Contacts folder in MS Exchange/Office 365 gets deleted as well, on the following sync session.


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