Currently, when a Deal, Referral, or Lead in Channeltivity is linked to a Salesforce Lead (e.g., Lead A), and that Lead is merged into another (e.g., Lead B), Salesforce deletes Lead A if Lead B is selected as the master. This breaks the sync between the Channeltivity and Salesforce records, causing the record in Channeltivity to be linked to a deleted Salesforce record.


As a result, the next sync attempt will fail and return an error like the one shown in the screenshot below.



Workarounds to Avoid Sync Errors Today:


To avoid or fix sync errors caused by merged Salesforce Leads, today, Users typically: 


  • Choose Lead A as the master when merging, but that’s not always practical or desirable.

    OR

  • Manually unlink the Channeltivity Deal, Referral, or Lead from the deleted Salesforce Lead (Lead A) and relink it to the master record that was kept during the merge (Lead B). 


Optional Automation: Auto-Reconnect to the Master Lead: 


To simplify this process, Channeltivity offers an optional backend setting that can be enabled upon request. When enabled:


  • If the linked Salesforce Lead (Lead A) is deleted during a merge,
  • Channeltivity will automatically reconnect the record to the surviving master Lead (Lead B).


This prevents sync errors and removes the need for manual relinking.


⚠️ Important Considerations: 


It's important to note that enabling this feature may cause some Deal, Referral, or Lead data in Channeltivity to be overwritten by values from the Salesforce Lead for any mapped fields. As a result, there is a risk of data loss or unintended changes to the Channeltivity record. 


Interested in Enabling This Feature?


If you're interested in enabling this feature to reduce sync errors when Salesforce Leads are merged or if you have questions, please contact our Support Team. We’ll review your field mappings to ensure this feature can be enabled safely without risking data loss.



FAQs:


Is the feature available for the HubSpot Deal, Referral, and Lead Distribution integrations?

No, this feature is currently only applicable to the Salesforce Deal, Referral, and Lead Distribution integrations.  


Does this feature also apply to merged Salesforce Opportunities?

No, this feature only applies to merged Salesforce Leads. 




Related Documentation: 

How to change the linked Salesforce record of a Lead, Deal Registration, or Referral in Channeltivity

Salesforce Integration: Field Mapping Configuration