workflow · how to

Match CRM contacts and log touchpoints

Follow the match crm contacts and log touchpoints workflow in Slack.

Goal

Link an inbox conversation to the right Salesforce or HubSpot contact and log a touchpoint so social engagement appears in your CRM record.

When to use this

Use CRM actions when your team tracks customer relationships in Salesforce or HubSpot and needs social threads tied to the correct contact:

  • Match to CRM Contact: the conversation has no linked contact, or the current match is wrong.
  • Log touchpoint: a contact is already linked and you want the interaction recorded in the CRM.

Match first when no contact is linked. Log a touchpoint after the match is correct or when the conversation already shows CRM context.

Before you begin

Confirm these prerequisites:

  • Your organization is on the Scale plan. CRM integrations are not included on Free, Starter, or Team.
  • Salesforce or HubSpot is connected in Settings before you open match or touchpoint modals.
  • The correct brand is active and you can open the conversation from the Inbox.

An admin typically connects the CRM provider in Settings. Creators and approvers with inbox access can match contacts and log touchpoints once the connection is active.

Decide whether you need a one-time match or a standing rule before you open the match modal. Use Always match only when the same social sender should always map to the selected CRM contact.

Steps

Open the conversation

  1. Type /social and open the Inbox work center.
  2. Open the conversation you want to link or log.
  3. Review the conversation detail row for CRM actions.

Match a conversation to a CRM contact

Use this path when no CRM match exists on the thread.

  1. Choose Match to CRM Contact on the conversation.
  2. In the match modal, search for the correct contact.
  3. Select the contact that matches the sender or account on the social thread.
  4. Turn on Always match when the same sender should map to this contact on future conversations.
  5. Submit the match modal.

After a successful match, CRM context appears on the conversation thread.

Log a touchpoint

Use this path when a CRM contact is already linked.

  1. Open a conversation that shows CRM context, or finish matching first.
  2. Choose Log touchpoint on the conversation.
  3. In the touchpoint modal, fill the required fields.
  4. Add an optional deal association when your sales process needs it.
  5. Submit the modal.

Slash Social records the touchpoint in the connected CRM. When the provider returns a link, you can open the touchpoint in Salesforce or HubSpot from that link.

Success criteria

You finished the workflow when:

  • Matched: the conversation shows CRM context on the thread, and future messages from the same sender follow the Always match rule when you enabled it.
  • Touchpoint logged: the touchpoint appears in the connected CRM. Slash Social returns a provider link when one is available.

Troubleshooting

Match to CRM Contact or Log touchpoint is missing

Confirm your organization is on Scale and that Salesforce or HubSpot is connected in Settings. CRM actions are gated on plan access and an active provider connection.

No contacts appear in search

Check that the CRM connection is still active and that the contact exists in Salesforce or HubSpot. An admin may need to reconnect the provider.

Match submit fails

Reopen the match modal, confirm you selected a contact, and submit again. Verify the active brand is correct before you retry.

Touchpoint already logged

Submitting the same touchpoint twice returns an already-logged message instead of creating a second record. Open the existing touchpoint in your CRM if you need to review what was recorded.

CRM context does not appear after matching

Refresh App Home, reopen the conversation from the Inbox, and confirm the match modal submitted successfully.

Wrong contact is linked

Open the conversation and run Match to CRM Contact again. Select the correct contact and adjust Always match so future threads from that sender map correctly.

Touchpoint missing in CRM after submit

Confirm the provider connection is active and reopen the conversation to check for a returned link. Retry logging only if the first submit did not complete.