Activity Matching - Troubleshooting Guide

Issue: 

• I can’t find an email/calendar event for an opportunity owner
• I expected an email/calendar event to match to a different Account/Opportunity 

Steps to Troubleshoot:

1. Confirm the Opportunity Owner is setup correctly on Boostup
   • Settings > Manage Users
     • Confirm the users email matches the sender’s email address
     • Confirm the email/calendar sync is enabled and has run recently
     • Confirm the email address matches the email address in SFDC
2. Confirm the recipient is associated with the deal
   • Opportunities -> Deal Insights
     • Confirm the deal's primary domain matches the recipient domain
     • Confirm the deal's primary domain is unique across the accounts
3. Confirm the deal is suitable for matching
   • Accounts -> Open/Closed deals
     • Confirm that the deal is Open
     • Confirm that there is no duplicate deal or account

If the activity was not found following the troubleshooting steps, file a support ticket with us.

Please include the following:

1. Name of the opportunity
2. Opportunity ID
3. The exact event (whether it’s a meeting or email)
4. The date of the event
5. List of recipients and sender
6. Screenshot of the sent email or meeting invite from either Outlook or G Suite
7. All the details found during the troubleshooting steps above