How to Configure Polymorphic Field Mapping for Inbound Sync

Objective

The purpose of this article is to provide Outreach Admins with guidance on setting up Polymorphic Field Mapping for inbound CRM sync.

Polymorphic Field Mapping allows admins to map a single CRM field that can reference multiple objects (such as Lead or Contact) to a single lookup field in Outreach. For example, Salesforce’s Related Record ID field can reference either a Lead or a Contact, and can be mapped to the Outreach Prospect lookup.

This feature simplifies field mapping, reduces setup errors, and improves data consistency by automatically selecting the first non-empty value from the available CRM fields.

Applies To

• Standard and custom objects

• CRM integrations: Salesforce and Microsoft Dynamics 365

• Inbound sync (CRM → Outreach) only

• Admins managing CRM field mappings

Procedure

1. In Outreach, go to Administration → Integrations → CRM.

2. Add a new object mapping (if not already created): Click ‘Add Mapping’ to set up a new CRM object to Outreach custom object mapping. 

3. Once the object mapping is established, click into it to configure Field Mappings. 

4. On the CRM side, select the polymorphic source field (Related Record ID).

5. On the Outreach side, choose the single lookup field (Prospect).

6. Save the mapping.

7. Click the three-dot context menu on field mapping and select ‘Advanced settings’. 

8. In the Advanced settings dialogue, enable the ‘Mapped field’ toggle (keep the "External Referenced Object" drop-down blank).  

9. During sync, Outreach will automatically:

   1. Detect whether the CRM record is associated with a Lead or Contact.

   2. Populate the Outreach field with the first non-empty value found.

Additional Information

• Related Record ID polymorphic mapping is supported for both Salesforce and Dynamics.

• Example: In Salesforce, a Campaign Member record can reference either a LeadID or a ContactID. Using polymorphic field mapping, both IDs can be mapped through the Related Record ID field to a single Prospect lookup in Outreach. During sync, Outreach will populate the lookup with whichever value is available first.