Matching criteria for auto conversion of Leads created by Soapbox Engage apps

As part of the Soapbox-Salesforce integration features, your Soapbox apps create Lead records for actions taken on your the website. These include:

• transactions for the Donations app;
• registrations for the Events app;
• registrations for the Classes app;
• orders for the Shop app;
• signatures for Petitions app;
• letters for Actions app

The Soapbox for Salesforce managed packages for each app which are installed in your Salesforce account then evaluate those Leads in an attempt to find a match with an existing Contact and Account (e.g., Organization).

Based on that evaluation, one of the following three things will be done with the Lead. As noted below, an Opportunity will be created for Donations, Events, and Shop. No Opportunity is created for Actions or Petitions:

1. MATCH AND CREATE OPPORTUNITY: The Lead is converted by associating it with the found Contact and Account. The Contact is placed as a Campaign Member of the Campaign to which the given Soapbox form was attached. An Opportunity is created, if appropriate to the app, for the Account and associated with the Campaign as well. The Contact is added to the Opportunity with the Contact Role of Purchaser.
2. CREATE NEW CONTACT, ACCOUNT AND OPPORTUNITY: The Lead is converted by creating a new Contact and Account as well a new Opportunity. The new Contact is placed as a Campaign Member of the Campaign to which the given Soapbox form was attached. An Opportunity is created, if appropriate to the app, for the Account and associated with the Campaign as well. The Contact is added to the Opportunity with the Contact Role of Purchaser.
3. DO NOT CONVERT AND FLAG FOR REVIEW: If a partial match is found, the system will leave the record as a Lead and set the app-appropriate Match Review Needed checkbox to TRUE.

Matching Criteria

The following matching criteria determines which of the three actions is taken. All rely on exact matches on the fields listed:

• MATCH AND CREATE OPPORTUNITY: match on First Name AND Last Name AND Email Address
• MATCH AND CREATE OPPORTUNITY: match on First Name AND Last Name AND MailingStreet AND MailingCity AND MailingState AND MailingPostalCode
• CREATE NEW CONTACT, ACCOUNT AND OPPORTUNITY: match on Email Address
• CREATE NEW CONTACT, ACCOUNT AND OPPORTUNITY: no fields noted above match
• DO NOT CONVERT AND FLAG FOR REVIEW: match on First Name AND Last Name
• DO NOT CONVERT AND FLAG FOR REVIEW: match on First Name AND Email Address
• DO NOT CONVERT AND FLAG FOR REVIEW: match on Last Name AND Email Address

Email address fields checked in the Nonprofit Success Pack

Soapbox Engage checks the following fields from the Nonprofit Success Pack:  npe01__AlternateEmail__c, npe01__HomeEmail__c, and npe01__WorkEmail__c.

Rationale for matching criteria

This system is all based on a conservative approach to matching, balancing data integrity issues with the opportunity cost of additional staff time required for doing manual reviewing. In the future, we will look to add customizable options for the criteria defining the DO NOT CONVERT AND FLAG FOR REVIEW option.

Automating notifications of flagged leads

A common approach for organizations or their Salesforce consultants to take is to create a workflow that will fire when a Lead is created and flagged for review to alert an appropriate staff person so they can take action.

Responding to Leads marked as Match Review Needed

For guidance on how to deal with flagged leads, check out this article.