How are others handling Video Calls that fail to related to an Account due to prospects joining from their car or a conference room full of people? We have more records unassigned than assigned and getting the Sales Users to related records back to the proper accounts after the fact is proving to be difficult. I thought creating a flow that reviews names that DID log as joined against Contact and Lead records, as well as Video Call subject line would be helpful to at least populate another 10-20% of those blanks. However upon reading more documentation, it looks like SF doesn't support additional flows to match unless we turn off org wide matching.
How have others addressed this issue, or is it truly an Enablement/Sales issue? Perhaps an addon tool like
Otter.ai- or will that also conflict with existing matching?
#Flow #Agentforce #Salesforce Developer #Data Management
Hey Misty,
Your read is accurate: per Salesforce's own docs, Related Record Matching is an org-wide, all-or-nothing setting, when it's on, ECI runs its own algorithm (participant email/domain matching against Contact, Lead, Account) and populates the Related Record field automatically. If you want to run your own Flow-based matching logic instead (your name-against-Contact/Lead + subject line idea), you have to turn Related Record Matching OFF entirely, then a Flow becomes the only thing setting that field. You can't layer a supplemental Flow on top of the native matching to "catch the extra 10-20%", it's one or the other, not additive.
Given that, your options really are:
1. Turn off native matching, build your own Flow to replicate ECI's built-in logic PLUS your extra fallback rules (name-against-Contact/Lead, subject line parsing). This means you inherit responsibility for the baseline matching ECI already does well, not just the edge cases, that's a bigger lift than it initially sounds.
2. Keep native matching on, and instead build a separate Flow/batch job that runs afterward on unmatched records only, checking if Related Record is null, then applying your own supplemental logic to update it. This avoids fighting the native system since you're only touching records ECI already gave up on, not replacing its matching entirely.
3. Turn on Einstein Activity Capture integration alongside ECI, per Salesforce's own guidance, this specifically enhances guest participant matching quality, which sounds directly relevant to your "joining from a car/conference room" problem, worth testing before building custom logic at all.
On
Otter.aior similar tools: since ECI's matching is a Salesforce-side process, not tied to which video/transcription vendor recorded the call, a third-party transcription add-on wouldn't conflict with ECI's matching logic, but it also wouldn't replace or feed into it automatically. It solves a different problem (better transcript quality) than record-matching itself.
Given the scale you're describing, option 2 (supplement only nulls, don't disable native matching) is usually the least disruptive path, worth prototyping that before considering a full matching rebuild.
Reference:
https://help.salesforce.com/s/articleView?language=en_US&id=sales.call_coaching.htm&type=5
