Automatic Participant Linking and Primary Contact Logging

Overview

Automatic participant linking and primary contact logging streamlines meeting workflows while keeping you in control. Revenue automatically matches meeting participants to their Salesforce records and assigns a primary contact when there is a clear match, based on your Admin-defined rules.

When a meeting is scheduled and your calendar is connected, Revenue reads the calendar invite before the meeting begins and pre-matches invitees to Salesforce records by email - in the background, before anyone joins. This gives the system a high-confidence foundation to work from when participants join, meaning more accurate matches, less manual work for reps, and better Salesforce data powering features like Moments™ notifications, Scorecards, and Conversation AI.

Why It Matters

With automatic participant linking and primary contact logging, you can:

• Save time by reducing manual data entry
• Improve Salesforce data accuracy with consistent, rule-based matching logic
• Get higher-confidence matches by connecting your calendar and scheduling meetings in advance
• Maintain control with the ability to review and adjust matches at any time during the live meeting
• Ensure meetings are properly logged to the right Salesforce records
• Power features like Moments™ notifications, Scorecards, and Conversation AI using accurate contact data

Pre-requisites

• Account must be using the Meeting Assistant
• It is strongly recommended that the meeting host has a connected Google or Exchange calendar. When your calendar is connected and the meeting is scheduled in advance, Revenue can match invitees to Salesforce records by email before the meeting starts - giving you the highest match rates and most accurate attribution. Without a connected calendar, or for ad-hoc meetings, Revenue can only attempt to match participants by display name when they join, which results in lower match rates and a higher risk of linking to the wrong record. Steps to connect a calendar can be found here
• The host of the meeting must have a Conversation AI license

Best practices for highest and most accurate match rates:

• Connect your Google or Exchange calendar
• Schedule meetings in advance (at least 5 minutes before the start time) rather than starting instant or ad-hoc meetings
• Ensure participants are added to the calendar invite at least 5 minutes before the meeting begins, so Revenue has their email to match against
• Ensure all invited participants have a lead, contact, or person account record created in Salesforce

How to Enable

Automatic participant linking is on by default for any account that has the Meeting Assistant enabled. No action is required to get started. If you want to turn it off or adjust settings, go to Admin and navigate to Integrations → Video Meetings → Participant Linking.

Changing settings will apply to upcoming meetings only, and will not retro-actively apply changes to past meetings.

Participant Linking Settings

The following settings are available:

Allow automatic primary contact logging (optional, but recommended) Allow multi-match participant linking (optional - required for automatic primary contact logging when more than one external participant is on the call)

Admins can define how participants are matched to Salesforce records. for their account.

Participant Matching Method

Controls how Revenue matches participants during the live meeting.

Email or Name Match (Default)

This is the recommended setting for most accounts. Revenue uses email to match invited participants and falls back to name matching when needed.

When a participant is invited AND your calendar is connected:

• Revenue pre-matches the invitee to a Salesforce record by email before the meeting starts
• When the participant joins, their display name is compared to the name on the pre-matched Salesforce record
• If the display name exactly matches, the participant is automatically linked
• If the display name is a close match - for example a nickname, shortened name, alternate spelling, device name, or username - Revenue will attempt to fuzzy match against the invite list (see Fuzzy Matching below)
• If no match is found on the invite list, Revenue falls back to a fresh exact name search in Salesforce

When a participant was not invited, or no calendar is connected:

• Revenue attempts an exact name search in Salesforce based on the participant’s display name
• If a single exact match is found, the participant is automatically linked
• If multiple matches are found, behavior depends on your multi-match setting (see below)
• If no match is found, the host can link manually in Moments™ Note: Name matching is not case-sensitive. “SAM SMITH”, “sam smith”, and “Sam Smith” are all treated as the same name.

Email Only

When Email Only is selected, automatic linking only occurs for participants who were on the calendar invite and whose email exactly matches a Salesforce record. Participants who join without being on the invite list will not be automatically linked, since Revenue only has their display name and cannot confirm their identity by email.

Revenue will still surface suggested matches for the host to review in Moments™, but no automatic linking will occur based on name alone.

Record Type Preference

When Revenue searches Salesforce for a participant match, you can configure which record type to prefer.

• Prefer Contacts over Leads, or Prefer Leads over Contacts is shown if your Salesforce org does not use Person Accounts.
• Prefer Person Accounts over Leads, or Prefer Leads over Person Accounts is shown if your org has Person Accounts enabled.

Revenue will prioritize the preferred record type when matches are found. If no record of the preferred type exists for a participant, Revenue will fall back to the other type.

Multi-Match Behavior

When a participant matches multiple Salesforce records that belong to the same person (for example, duplicate records in Salesforce):

Multi-match enabled: Tie-breaker logic defined in Admin is applied and the participant is automatically linked to the best matching record. Admins can configure a tie-breaker priority list from the following options, applied in the order configured:

• Most recently updated record
• Most recent activity date
• Record ownership
• Created date

Multi-match disabled: No automatic linking occurs. Suggested matches may be shown in Moments™ for the host to manually select.

Note: when multiple records belong to genuinely different people, suggestions are always shown regardless of the multi-match setting. Revenue will not automatically pick between two different people.

Primary Contact Logging

When Allow automatic primary contact logging is enabled, Revenue automatically assigns a primary contact on the Salesforce event when a single match can be determined.

• If one matching record is identified - automatically set as the primary contact
• If multiple external participants are present - Allow multi-match participant linking must also be enabled for automatic assignment
• If a single match cannot be determined - no automatic assignment is made. Suggested contacts may be shown in Moments™ for the host to review

The host can always set or change the primary contact manually in Moments™ at any time. Manual selections are never overwritten by automation.

Additional Domains

By default, Revenue classifies participants as colleagues if their email domain matches the host’s email domain. If your organization has subsidiaries, partner organizations, or other domains that should also be treated as internal, you can add them here. Participants from any domain listed under Additional Domains will be classified as colleagues and excluded from external Salesforce matching.

See the Colleague Classification section below for more detail on how colleague detection works during the live meeting.

How It Works

Participant linking runs in three steps.

Step 1 - Is this meeting eligible?

Revenue checks whether the meeting is eligible for automated participant linking:

• Automated participant linking must be enabled in Admin The meeting must be using the Meeting Assistant
• If the meeting is not eligible, automatic linking does not run. The host can still manually link participants during the live meeting in Moments™.

Step 2 - Before the meeting: Building the invite list

This step only runs when your calendar is connected and the meeting is scheduled in advance.

When a scheduled meeting is detected, Revenue reads the calendar invite and prepares a list of expected participants before the meeting begins. This happens automatically in the background - no action is needed from the host. Timing matters. Revenue can only read calendar invitee data if the meeting is scheduled, and each participant is added to the invite, at least 5 minutes before the meeting starts. Meetings scheduled, or invitees added, within 5 minutes of, or after, the start time are treated like ad-hoc meetings or uninvited participants. Revenue would then fall back to matching by display name when those participants join.

Revenue separates invitees into two groups:

• Colleagues - invitees whose email domain matches the host’s domain, or a domain listed in Additional Domains. Revenue looks up each colleague’s Revenue username internally and stores it to use for matching when they join the live meeting.
• External participants - everyone else. These are the participants Revenue runs automation on.

For each external participant, Revenue searches Salesforce by email and stores any matches. This pre-matched list is what makes live meeting matching more accurate - when two contacts share the same name across different accounts, Revenue already knows which one was invited, eliminating the ambiguity.

Step 3 - During the meeting: Matching participants as they join

As participants join the meeting, Revenue only has access to their display name - the name they use on Zoom, MS Teams, or Google Meet. As each participant joins, Revenue first determines whether they are a colleague or an external participant, then runs matching logic on external participants only.

Colleague confirmation at join time: Revenue compares the joining participant’s display name to the stored Revenue usernames from Step 2. If the display name matches - exactly or via fuzzy match - they are confirmed as a colleague and excluded from Salesforce matching. If the display name doesn’t match, Revenue checks Salesforce. If their Salesforce record maps to an internal domain or Revenue user, they are still caught as a colleague. If neither check confirms them as internal, they are treated as an external participant and may be linked to a Salesforce record. This is why colleagues should join with the same display name as their Revenue profile.

If your calendar is connected and the meeting was scheduled, Revenue compares the participant’s display name to the pre-matched invite list:

• Exact display name match - automatically linked (highest confidence)
• Fuzzy or nickname match against the invite list - automatically linked when a single confident match is found (see Fuzzy Matching above for what this covers)
• No confident match on the invite list - Revenue falls back to a fresh exact name search in Salesforce

If no calendar is connected or the meeting is ad-hoc:

Revenue attempts an exact name search in Salesforce using the participant’s display name:

• Single exact match found - automatically linked (lower confidence, name only, no email confirmation)
• Multiple matches found - tie-breaker applied if multi-match is enabled, or suggestions shown if not
• No match found - host must link manually in Moments™

Important: When Revenue falls back to a name-only search, there is a risk of linking to the wrong person - for example, finding a “John Smith” in Salesforce who is on a different account than the John Smith who actually joined. Connecting your calendar and scheduling meetings in advance significantly reduces this risk.

Setting Primary Contact

If Allow automatic primary contact logging is enabled, Revenue also runs automation to set the primary contact on the Salesforce Event after participant matching runs. The primary contact is evaluated from the invite list before the meeting starts. If a primary contact wasn’t set before the meeting, Revenue will attempt to set it again at the end of the meeting based on participants that joined. If more than one external participant is present, Allow multi-match participant linking must also be enabled for Revenue to automatically determine the primary contact. The host can always set or change the primary contact manually in Moments™ at any time.

Colleague Classification

Revenue automatically identifies colleagues and excludes them from Salesforce matching. Before the meeting starts, Revenue reads the calendar invite and identifies colleagues based on email domain - anyone whose email domain matches the host’s domain, or a domain listed under Additional Domains in Admin Participant Linking settings. Revenue then looks up each colleague’s Revenue username internally and stores it to use during the live meeting.

When a colleague joins the meeting, Revenue compares their display name to their stored Revenue username:

• If the display name exactly or closely matches their Revenue username - they are confirmed as a colleague and excluded from Salesforce matching.
• If the display name does not match their Revenue username - Revenue falls back to a Salesforce lookup on their display name. If their Salesforce record maps to an internal domain or Revenue user, they can still be caught as a colleague.
• If the Salesforce lookup also finds no internal match - the participant is treated as an external participant and may be linked to a Salesforce record.

Best practice: Colleagues should join meetings with the same display name as their Revenue profile. If a colleague joins with a different name and cannot be confirmed as internal, they may be treated as an external participant.

For ad-hoc meetings or uninvited participants: we will only be able to search for the colleague by their display name in Salesforce. To be set as a colleague automatically, they must have a Salesforce contact record and join with the same name as that record. A manual link by the rep may be needed.

Fuzzy Matching

When a participant’s display name doesn’t exactly match their Salesforce record, Revenue uses fuzzy matching to identify them - but only within the invite list. Fuzzy matching is not applied to broader Salesforce searches.

Fuzzy matching handles these examples:

• Nicknames and shortened names - “Jake” joining for “Jacob Reyes”, “Jess” for “Jessica Smith”
• Partial names - joining with only a first name, last name, or an initial and last name like “P. Nair”
• Alternate name spellings - “Steven” and “Stephen”, “Sara” and “Sarah”, “Mohammed” and “Muhammad”
• Accented or non-English characters - “Jose Alvarez” matched to “José Álvarez” in Salesforce
• Family name written first - “Nguyen Minh” joining when the invite shows “Minh Nguyen”
• Married names added - “Priya Nair-Shah” or “Priya Nair Shah” joining when the invite shows “Priya Nair”
• Company name in display name - “Bryan - Acme, Inc.” or “Matt Block | Acme, Inc.”
• Usernames or email addresses as display name - “ssmith” or “sally.smith@revenue.io” for “Sally Smith”
• Device or room names - “Sam’s iPhone”, “Sam’s MacBook Pro”. The device name is ignored and any personal name attached to it is used for matching

Fuzzy matching does not handle:

• Participants not on the invite list - fuzzy matching only runs against the invite list. Uninvited participants and ad-hoc meeting participants fall back to an exact name search in Salesforce only
• Shared first names - if two people on the invite share a first name and someone joins as just that first name (e.g. two “Erics” on the invite and someone joins as “Eric”), Revenue will not automatically link and will show suggestions for the host to choose from
• Different last names - if the matched invitee is “Priya Nair” and the participant joins as “Priya Shah”, Revenue will not automatically link. The host must manually link the correct person
• Phone numbers as display name - participants who join with a phone number as their display name cannot be matched

Manual Control and Overrides

The host always remains in control of participant linking and primary contact selection throughout the live meeting in Moments™.

Hosts can:

• Override any automatically linked participant
• Unlink a participant and select a different Salesforce record
• Manually link participants that were not automatically matched
• Create a new Salesforce Contact or Lead directly from Moments™
• Set or change the primary contact at any time

Your manual selections are always respected. If you manually link or unlink a participant, or change the primary contact, automation will never overwrite your choice. Only the host can modify participant linking and primary contact.

Moments™ and Scorecards

Moments™ notifications and Scorecards are eligible based on who was on the calendar invite and pre-matched to Salesforce - not just who was successfully matched during the live meeting.

Any invited participant who was pre-matched to a Salesforce record by email before the meeting is eligible for Moments™ and Scorecards - regardless of what display name they used to join. This means coaching coverage is no longer lost just because someone joined with an unexpected display name.

Important: All other Moments™ and Scorecard criteria still apply. Being on the invite list makes a participant eligible, but Moments™ still need to meet their configured trigger conditions to fire, and Scorecards still need to meet their configured criteria to be generated.

Limitations

• Ad-hoc and instant meetings - when a meeting is not scheduled in advance, there is no calendar invite to read. Revenue can only attempt to match participants by display name when they join. Match rates are lower and the risk of an incorrect match is higher. We recommend scheduling meetings in advance wherever possible.
• Participants with ambiguous display names and no invite list match - participants who join as “iPhone”, “Attendee”, or a generic name that doesn’t match any invited participant cannot be automatically linked. Without an invite list match, the host will need to link manually in Moments™.
• Participants with no Salesforce record - if a participant does not have a Lead or Contact record in Salesforce, they cannot be automatically linked and will need to be created in Salesforce. This can be done before the meeting, or during the live meeting in Moments™.
• Recurring meetings - automation runs independently for every occurrence of a recurring meeting. Manual participant links or primary contact selections do not carry over between occurrences. If manual selection is needed, it will need to be done for each instance.
• Email Only setting with uninvited participants - if your matching method is set to Email Only, participants who join without being on the calendar invite will not be automatically linked, since Revenue only has their display name and cannot confirm identity by email. Suggested matches may still be shown in Moments™ for manual review.
• Meeting Assistant manually added - when the Meeting Assistant is manually added to a meeting rather than joining automatically, calendar event data is not available and automated linking may be limited.
• Last-minute invites - Meetings scheduled, or participants added to the invite, less than 5 minutes before the meeting begins won’t have invitee data available to Revenue. These participants are handled like uninvited or ad-hoc participants: matching relies on display name only, match rates are lower, and with the Email Only setting they will not be automatically linked.