Match review

When a contact comes in from HubSpot or Salesforce, we try to work out which of your customers it is. Most of the time we can tell, and the two records are linked automatically — you never see it happen.

Match review is where the rest end up: the ones where we are not confident enough to decide for you.

Why we ask instead of guessing

Linking two records joins them permanently. The visits, the spend, the marketing preferences — they all merge into one customer. If that was the wrong call, there is no undo.

Leaving one waiting in this list costs you a few seconds. Getting it wrong costs you a customer record you cannot untangle. So anything short of a confident match comes to you.

What you will see

Each card shows the contact as your CRM sent it — name, email, phone — and underneath, any of your customers who might be the same person, with the reason we think so:

• Same email or Same phone — a direct match on that detail
• Same name or Similar name — the names line up, or nearly do ("Dave Smith" and "David Smith")

The percentage next to each one is how confident we are. A single matching detail on its own is never enough to link automatically — even a matching email, because families and colleagues share inboxes. Two matching details usually is.

Your three choices

This is them — links the contact to that customer. From now on, changes on either side follow the same person.

Add as a new customer — nobody in your list is this person, so create a new customer record for them.

Not a customer — ignore — a supplier, a colleague, a test record, anyone who should not be in your customer list at all. Nothing is imported.

Nothing waiting?

That is the normal state. Contacts we can match confidently never appear here, so an empty list means the sync is doing its job.

Two people reviewing at once

If a colleague resolves an item just before you do, you will see "Someone already resolved this one." Their decision stands — refresh the page and it will be gone from your list.