- Will individuals still be able to see and take action on records in the recycling bin?
- Who can see the recycling bin?
- How long are items in the recycling bin?
- What happens if someone is in sequence or has a scheduled activity (email, task, etc.) and their record is the one that is deleted based on the Salesforce deletion/merge?
- How many API calls does it take to clean up historical records?
- Are there any ownership “gotchas” if the records being merged are owned by separate users? Does Salesforce “master” chosen simply become the new record with existing owner?
- When records are merged in Salesforce, do we update Object ID of the corresponding record in Outreach? Does it just mirror Salesforce?
- Why is the number of leads / contacts in my Salesforce recycle bin greater than the number of prospects in my Outreach recycle bin?
Will individuals still be able to see and take action on records in the recycling bin?
When an item has been marked as recycled, it will no longer be visible to non-admin Outreach accounts. Admins will only be able to see the records if they filter to show recycled records. Admins can unrecycle (restore) prospects as needed.
Who can see the recycling bin?
Visibility into the recycling bin depends on your governance profile settings. Governance profiles allow you to designate who in your Outreach account should be able to see recycled and undelete recycled prospects and accounts. By default, all non-admin profiles will be denied permission to view and undeleted recycled records.
For more information, please review the "Adjust Governance Profiles" section of this document.
How long are items in the recycling bin?
In Salesforce, records are in the recycling bin for 15 days. After 15 days have passed, the records are deleted. The 15 day limit is a Salesforce-side setting that is not configurable in Outreach. However, in Outreach, you do not need to automatically delete prospects or accounts that are placed in the recycling bin. By default, records placed in the recycling bin will live there in perpetuity until manually deleted. However, you also have an org-level setting in Outreach that would enable you to match Salesforce and automatically delete records placed in Outreach’s recycling bin.
For more information please review the Salesforce merging section of this document.
What happens if someone is in sequence or has a scheduled activity (email, task, etc.) and their record is the one that is deleted based on the Salesforce deletion/merge?
There is an option to ignore prospects that are active in sequence so they will not be recycled. If this setting is not enabled, all prospects will be moved to the recycling bin, including prospects that are paused as a result of an OOTO reply. If a prospect has an active one-off task they will still be recycled, along with the corresponding task.
The recycled filter can be combined with other filters, so you will be able to see prospects that are recycled but still have an active sequence state or a stage that indicates they are actively being worked.
How many API calls does it take to clean up historical records?
500 records per 1 API call
Are there any ownership “gotchas” if the records being merged are owned by separate users? Does Salesforce “master” chosen simply become the new record with existing owner?
If the Salesforce merge resulted in a new owner, then the owner will be changed and updated in Outreach.
When records are merged in Salesforce, do we update Object ID of the corresponding record in Outreach? Does it just mirror Salesforce?
There are three possible scenarios that can answer this question.
- If we have 1:1 mapping with the object ID and the record in Salesforce has been marked for deletion, then we will mark it for deletion in Outreach.
- If a record is merged in Salesforce and the record Outreach has a mapping for is not the master, Outreach will remap the to the Master record.
- If there are two Leads in Salesforce that are mapped to two different prospects in Outreach, and the Salesforce Leads are merged together, the object that was merged into will be updated via normal inbound update. The object that was removed though the merge will be permanently deleted and will not be visible in the Outreach recycling bin.
Why is the number of leads / contacts in my Salesforce recycle bin greater than the number of prospects in my Outreach recycle bin?
If you compare the count of your Salesforce recycle bin to the count of your Outreach recycle bin, there will be a discrepancy. There is no need to be alarmed. The merge and delete functionality has worked and you're in good shape. If you need confirmation, you can always check your plugin activity log and the individual prospect activity.
There are two reasons why you may see a discrepancy between Outreach and Salesforce:
Scenario 1: You have duplicate Contacts in Salesforce and one prospect in Outreach. You merge the duplicate contacts in Salesforce and the merged contact is mapped to the prospect. In this instance, the prospect in Outreach is automatically associated with the new contact via the master record ID, meaning you will not find it in the recycle bin.
Scenario 2: In this scenario you have two records in Salesforce that are each mapped to an Outreach prospect. If you merge the dupes in Salesforce, the Outreach prospect mapped to the merged Salesforce record will be permanently deleted from Outreach. Don't fret, if you need to resurrect that duplicate you can do so in the Salesforce recycle bin. When inbound polling takes place, the prospect will once again be created in Outreach, assuming it meets the requirements of the Salesforce plugin.