🚨 It is recommended that you read through the step-by-step instructions in their entirety before you attempt to use this configuration.
Advanced Matching lets you map customer data (like Name, Email, or Phone Number) to specific fields available inside your CRM system. This makes it much faster and easier for agents to find the right customer when someone contacts your business.
Before You Start - Checklist
You will need the following information to complete the setup:
✅ Salesforce Connector Package: Version 5.3.32 or later
✅ Conversation Object: Version 1.5 or later
✅ Admin login for your Tenfold dashboard
✅ List of CRM fields you want to match (example: First Name, Last Name, Email)
✅ List of SDEs you want to match (
https://developers.liveperson.com/engagement-attributes.html
, see also this guide to obtain the SDE path)
✅ Decide which channels (like Web Messaging) and agent groups (Skills) you want to use this for
Important Notes
⚡ This feature is OFF by default — updating your package will NOT turn it on.
⚡ Once set up, your rules will stay saved even after future updates.
Compatibility Requirements
To use Advanced Matching, the following package versions are required:
- Salesforce Connector Package: Version 5.3.32 or later
- Conversation Object: Version 1.5 or later
Step-by-step Instructions
1. Login to Tenfold
- Sign in using an Administrator account.
2. Navigate to Features
- Click Features in the top menu.
- Select Advanced Matching from the left sidebar.
3. Enable Advanced Matching
- If you see a red button that says Disabled, click it to enable.
🚨 Important: Enabling alone doesn’t change anything — you must create rules next.
- If you don't set up any Advanced Matching rules, your organization will continue to use Basic Matching.
- If you don't set up any Advanced Matching rules for a specific channel, that channel will also continue to use Basic Matching.
4. ⚙️ Configuration Advanced Matching
- Click the blue Configure Advanced Matching button.
🤔 Understanding the Advanced Matching Screen
- If no rules exist yet, you will see a message: "No Rules Yet".
- If rules exist, they will be listed with:
- Rule Name
- Description
- Teams (ignore, not applicable to Salesforce Connector)
- Edit, Enable, or Disable options for each rule
ℹ️ Tip: Use clear names and descriptions to make managing multiple rules easier.
You can:
- Edit a rule by hovering over the area to the left of the on/off toggle and clicking the pencil icon
- Enable/disable a rule using the toggle switch
- Create a new rule by clicking + Create New Rule
5. ➕ Create a New Rule
- Click + Create New Rule.
- Fill out the form:
- Interaction Channel → Select Messaging.
- Skills → Select All Skills or choose specific ones.
- Channels → Select one or more (example: Web Messaging, SMS).
6. 🧩 Set Matching Criteria
- For each Search Type:
- Choose a Search Type (Name, Email, Phone Number)
- Enter the relevant SDE that you've previously determined.
⚠️ The path for SDEs needs to be constructed differently from the instructions for the Salesforce Widget for Agent Workspace. You need to specify array indexes as seen in the example below. - Select the CRM Object and CRM Field you want to match to
Example:
Search Type | SDE | CRM Object | CRM Field |
|---|
Name | 0.personalInfo.personalInfo.name | Contact | First Name |
Phone | 0.personalInfo.personalInfo.contacts.0.personalContact.phone | Contact | Home Phone |
7. Optional: Add Group
- Add Group allows you to create another Advanced Matching rule for the Skills you have already selected in this rule.
- If you want a different set of rules for different Skills, you should create a new separate Advanced Matching rule.
- To add a group:
- Click + Add Group.
- Select the Channel for the new group.
- 📊 Only Channels not already selected for previous groups within the rule will appear.
Example:
If Web Messaging was selected for the first group, only SMS-Twilio would be available for the second group.
ℹ️ Tip: You can remove a group by clicking the X just above the group's enable/disable toggle.
8. 🔀 Use “AND” / “OR” Logic:
Option | What Happens |
|---|
AND | Shows combined results from multiple search fields. The agent will see matches for the first search type AND matches for the second search type. Results for both Search Types are displayed. |
OR | Searches the first field first. If no matches are found, then the system searches the second field. |
Example of "AND"
- Search Type 1: Name matches First Name
- Search Type 2: Name matches Last Name
- Result: Agent sees all contacts where First Name matches, AND also all contacts where Last Name matches. Results from both searches appear together.
Example of "OR"
- Search 1: Phone Number matches Mobile Phone
- Search 2: Phone Number matches Work Phone
- Result: System searches Mobile Phone first. If no match is found, it then searches for a Work Phone.
ℹ️ Tip: AND = More matches (broader list). OR = Fallback (search one, if none found, search the next)
ℹ️ Tip: Set up your most important searches first!
9. ✍️ Rename Your Rule and Add a Description
- Click on the default rule name to edit it.
- Enter a clear, descriptive name (example: "Web Messaging - Sales Team").
- Add a description that explains the purpose of the rule (example: "Match customers by email for the Sales Skill group").
ℹ️ Tip: Clear names and descriptions help other administrators quickly understand each rule’s purpose.
10. 💾 Save Your Rule
- Click Save at the top left corner. ✅
🚨 If you do NOT save, no changes will take effect!
- After Save, you will remain on this screen. You can add, edit, enable/disable each grouping from this screen.
- Click Cancel to return to the previous screen.
