The purpose of this article is to provide direction to Outreach Admins in safeguarding against generating duplicate records in Outreach when creating or updating records in CRM.
Keeping your business systems free from duplicate records is an industry best practice. It prevents incorrect record mappings, mismatching data, accidental record creation, and confusion for your team.
Deduplication in Outreach
Outreach is designed to allow one Prospect record per unique email address. If a user attempts to create a new record in Outreach which has duplicate email addresses, one record will import per email address, while the other records with the duplicate email addresses will fail to import.
Outreach uses email address as the primary method of identifying duplicate Prospects. If a Lead or Contact record in Dynamics is synced to Outreach without an email address, duplicate records may be created.
For example: when a Dynamics user converts a Lead into a Contact without an email address, a duplicate Prospect will be created in Outreach, as Outreach is unable to positively match the new contact, existing Lead and Contact via email address.
Record Creation from Outreach to CRM
When Outreach attempts to create new records in a CRM via the plugin, Outreach will first look for a corresponding record in the CRM by using the email address as the key.
If a corresponding record is found for the Lead or Contact, Outreach will map to the existing record. Otherwise the new record will be created.
If both a Lead and Contact are found in the CRM with the same email address, Outreach will map to whichever object is listed first on the plugin's types page.