How linked records work

When a record in Channeltivity is synced with Salesforce, a link is created between the record in Channeltivity and the one in Salesforce. For example, if you have the Salesforce Partner Sync Integration activated, creating a new Partner Organization (or User) in Channeltivity will create a linked partner Account (or Contact) record in Salesforce and vice versa, and keep those records synchronized. 


To prevent data conflicts, we make sure that: 

  •  Each record in Channeltivity can only be linked to a single record in Salesforce.
  •  Each Salesforce record is not linked to more than one record in Channeltivity.


Why would I want to change a linked record?

There are a number of scenarios where you might want to change the linked Salesforce record of a Channeltivity Partner record or Contact, including:


  • The linked Salesforce record gets deleted or merged and was not set as the Master record during the merge. This will set the Channeltivity record's sync status to "Disconnected." 
  • The Channeltivity record is linked to a record that is a duplicate in Salesforce that you wish to delete. 


How do I remove the Salesforce link of a Partner record in Channeltivity? 

  1. Go to the record in Channeltivity and click the Salesforce button in the top right corner of the page > Unlink. 

  2. You'll then confirm that you want to unlink the record by clicking the "I'm sure I want to unlink this Partner" checkbox > Unlink.  


How do I link a Partner Record to an Account in Salesforce? 

Once the record is unlinked, you can then sync the record to Salesforce again to create a new Account or link it to an existing Salesforce Account. 


  1. If you choose to link the record to an existing Salesforce Account, paste the Salesforce URL of the Account into Channeltivity and choose which system's fields will be used if the records have conflicting data. 
  2. You can also move the Users/Contacts associated with the Partner in Channeltivity to that Salesforce Account by checking the checkbox. 

  3. You'll then confirm the Salesforce Account and Channeltivity Partner Details by checking the "This is correct. I wish to link these records" checkbox > Link. 


How do I remove the Salesforce link of a User/Contact record in Channeltivity? 

Only User/Contact records with a "Disconnected" Sync Status can be unlinked. This allows you to remove the link between the record in Channeltivity and the deleted record in Salesforce. You can then sync the record again to create a new Contact in Salesforce.  


  1. To remove the Salesforce link of a User/Contact record in Channeltivity, click the Salesforce button on the record in Channeltivity > Unlink. 

  2. You'll then confirm that you want to unlink the record by clicking the "I'm sure I want to unlink this Contact" checkbox > Unlink.  


Do not unlink a Disconnected User/Contact record, if you need to link it to an existing Salesforce Contact. You can fix mislinked records using the "Relink" option to link the record to a different Salesforce record.  Learn more about relinking in the next section.



How do I link a User/Contact Record to a Contact in Salesforce? 

Relinking allows you to link a User/Contact record to a different Contact record in Salesforce. 


  1. To relink a User/Contact to a different Contact record in Salesforce, go to the record in Channeltivity and click the Salesforce button in the top right corner of the page > Relink. 

  2. Paste the Salesforce URL of the Contact into Channeltivity and choose which system's fields will be used if the records have conflicting data. 

  3. You'll then confirm the Salesforce Contact and Channeltivity User/Contact details by checking the "This is correct. I wish to link these records" checkbox > Link. 



FAQs:


How do I fix duplicate Contacts in Salesforce that are mislinked to records in Channeltivity?

You'll need to first delete or merge the duplicate Contacts in Salesforce. After the next sync, the corresponding Users and Contacts in Channeltivity will show up as disconnected. You can then use the "Relink" command under the Salesforce button in Channeltivity to link them to the correct Salesforce Contact.


Can I link a User/Contact in Channeltivity to a Lead in Salesforce?

No, it's not possible to link User/Contacts in Channeltivity to Salesforce Leads. You'll have to convert the Lead to a Contact to link it to a User/Contact in Channeltivity. 


Can records be linked to more than one record in Salesforce? 

No, this is not possible.  Each record in Channeltivity can only be linked to a single record in Salesforce and vice versa.