Activity Matching: Understanding & troubleshooting how BoostUp matches inbox & calendar activities to Opportunities & Accounts
Updated
In this guide, we will take you through the ins and outs of Activity Matching in BoostUp, including how to optimize it for your Partner/Channel business and utilize engagement risk scores effectively.
How does 'Activity Matching' work & what data is being pulled?
'Activity Matching' refers to the data that feeds into and creates the Engagement Risk Score - both at the Account and Opportunity-level.
What does this mean? You want to keep track of your team's interactions with potential clients. BoostUp captures essential data, such as:
Email correspondence: Both incoming and outgoing emails between your team and potential clients.
Meetings: All future planned and past meetings involving your team and the potential clients.
Third-Party Data: BoostUp integrates with third-party tools including Gong, Outreach and LinkedIn.
Before diving into Activity Matching, it's crucial to set up your BoostUp environment correctly. To do this, connect your organization's Microsoft or Google Account to BoostUp and ensure that the Opportunity and/or Account Owner has an active BoostUp user license with Email and Calendar Sync toggled on.
To do so, go Settings > Link Accounts > Choose your respective 'Link Google Account' or 'Link Outlook Account' and log in with your user name.
Sometimes, you might encounter issues with missing meetings or emails in the engagement risk scores. By following a systematic troubleshooting process, you can quickly identify and resolve these problems.
How can I troubleshoot common Activity Matching issues?
If you realize that Engagement Risk Scores are missing certain meetings or emails, follow these steps:
Verify the current Opportunity or Account Owner in BoostUp.
Ensure email & calendar sync is enabled for the user in BoostUp for GSuite/Outlook.
Check for correct matching behavior between different accounts:
Confirm the email domain of the customer contact in Account or Deal Insights under "Engagement" matches the email address used for communication.
Check the email domain in your Email Inbox, ensuring it matches with BoostUp.
Review Contact Roles for the respective Opportunity record in Salesforce.
Verify the customer contact is correctly associated with the opportunity record in your CRM under Contact Roles.
Ensure the Contact Record's email address matches the one in the email correspondence and CRM Primary Email Address.
For meetings, also ensure:
Meeting host/organizer accepted or attended the event (BoostUp won't match meetings with declined invites).
Meeting host/organizer is correctly associated with the Opportunity record (as Opportunity owner) in your CRM.
Meeting is set to public in Google Calendar/ Outlook
To give you a clearer picture of how 'Activity Matching' will associate emails with the respective accounts and opportunities in BoostUp, here is an example:
Example 1: Activity Matching with Disney Accounts
In this example, we will explore how Activity Matching works for an email exchange between BoostUp and Disney, and how the system identifies the correct account and opportunity for the email.
Both Account 1 and Account 2 meet this condition (Mike Smith is the owner).
Email recipients match contacts on account:
Neither Account 1 nor Account 2 meet this condition (John Doe is not listed as a contact).
Email Subject Line matches Account Name:
Only Account 2 meets this condition (Match on "Orlando").
Based on the matching logic, Account 2 is chosen as the better match.
Opportunity Matching Logic from Account 2:
Email recipients match opportunity owner:
All three opportunities meet this condition (Mike Smith is the owner).
Email recipients match contacts on opportunity:
None of the opportunities meet this condition (John Doe is not listed as a contact).
Email Subject Line matches Opportunity Name:
None of the opportunities meet this condition (No subject to name match).
Recency of Opportunity:
Opportunity 1 wins because it has the next close date and latest in stage progression (based on CRM data).
Through this step-by-step analysis, BoostUp has successfully matched the email to Account 2 (Disney World Orlando) and Opportunity 1 (Disney Orlando New Products). This example demonstrates how Activity Matching can efficiently and accurately identify the relevant account and opportunity for a specific email.
What do I need to consider before using Activity Matching for my Partner/Channel business?
To optimize Activity Matching in for your Partner/Channel business, it's essential to:
Add Partner Contacts as contacts within the relevant Opportunities' associated Contact Roles.
Ensure email chains include all relevant parties: Buyer, Seller, and Partner.
Use unique opportunity names for partner-supported or -led deals.
Ideally, avoid associating end-customer contacts to partner accounts and opportunities.
Utilizing Opportunity-level vs Account-level Engagement Risk Score in BoostUp
Depending on your organization's sales focus, you can choose between two types of engagement risk scores:
Account-level Engagement Risk Score: Ideal for organizations with a heavy account-based sales focus or limited CRM behavior for unique opportunity matching.
Opportunity-level Engagement Risk Score: Ideal for organizations focusing on prospecting and needing to see activities even when there is no account.
By understanding these different risk scores, you can make informed decisions and effectively monitor your team's progress.
If you feel unsure which of the scores you should use ideally, please reach out directly to your BoostUp Customer Success Manager.
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