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You’ll get the most benefit from everything Viva Sales can do for you when your external contacts are available in your CRM system. In Viva Sales, we call this connecting a contact to your CRM. Contacts that are connected to your CRM are referred to as Saved contacts.

When you read an email from external contacts or compose an email to external contacts, and open the Viva Sales pane, Viva Sales searches your CRM for the contact’s primary email address. If the address you entered in your email matches only one contact in the CRM, Viva Sales automatically connects them. The connected contacts are displayed in the Contacts card on the Dynamics 365 or Salesforce tab.

If the email address you entered doesn’t match any of the contacts in your CRM, select Add to create a contact in your CRM.

Create a new contact in CRM

If the email address you entered matches multiple contacts in the CRM, Viva Sales displays it in the Contacts card on the CRM tab but without any user logo and details under it.

Multiple contacts match in CRM

Select the contact and then select Choose contact.

Multiple matches for a contact

Select the contact you want to connect to.

Multiple CRM contacts match

If none of the matches are correct, select Create a new contact to create a contact.

If you've connected external contact to an incorrect CRM contact, by mistake, you can change the connected record.

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