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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 <CRM> contacts (for example, Dynamics 365 contacts). External contacts that aren't available in your CRM are referred to as Other external contacts.

When you compose an email to an external contact 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.

If the email address you entered doesn’t match any of the contacts in your CRM, select Add to Dynamics 365 or Add to Salesforce to create a contact in the CRM.

Create a new contact in CRM

If the email address you entered matches multiple contacts in the CRM, Viva Sales displays a prompt below the contact’s name.

Multiple contacts match in CRM

Select the prompt and then 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.

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