Connect a contact to your CRM
You’ll get the most benefit from everything Sales Copilot can do for you when your external contacts are available in your CRM system. In Sales Copilot, we call this connecting a contact to your CRM. Contacts that are connected to your CRM are referred to as Saved contacts.
When you read an email from external contacts or compose an email to external contacts, and open the Sales Copilot pane, Sales Copilot searches your CRM for the contact’s primary email address. The external contact is connected to a CRM contact based on one of the following conditions:
External email address matches only one CRM contact
External email address matches none of the CRM contacts
External email address matches multiple CRM contacts
External email address matches only one CRM contact
If the address you entered in your email matches only one contact in the CRM, Sales Copilot automatically connects them. The connected contacts are displayed in the Contacts card on the Dynamics 365 or Salesforce tab.
External email address matches none of the CRM contacts
If the email address you entered doesn’t match any of the contacts in your CRM, select Add contact or Add contacts to create a contact in your CRM.
External email address matches multiple CRM contacts
If the email address you entered matches multiple contacts in the CRM, you must manually select and connect to the correct CRM contact. Sales Copilot displays a message on the Highlights card about multiple matches of a contact.
In the Sales Copilot pane, select Choose contact on the Highlights card.
Alternatively, you can select the Dynamics 365 or Salesforce tab, select the contact in the Contacts card, and then select Choose contact.
Select the contact you want to connect to.
If none of the matches are correct, select Create a new contact to create a contact.
If you've connected the external contact to an incorrect CRM contact, by mistake, you can change the connected record.