Contact Sync

Contact Sync


Contact Sync allows you to connect your contact list with Twozo, ensuring that any updates made to your contacts in your email provider such as Gmail or Microsoft Outlook are reflected in Twozo. This integration helps maintain accurate and up-to-date contact information without manual updates.


  1. Navigate to Admin Settings and select Contact Sync from the Email section.

  1. Click on Add New Account on the Contact Sync page.



  1. Select a provider such as Gmail, or Microsoft Outlook and click Connect.

  2. You will be redirected to the provider’s login page for authentication. Enter your credentials to complete the connection.



  1. If needed, click Change Account before clicking Start Syncing to switch accounts and authenticate the new one.



  1. Clicking Cancel redirects you back to the initial Contact Sync page.
  2. Choose the desired group of contacts: Google (All Contacts or Starred Contacts) or Outlook (All Contacts).



  1. Choose the preferred sync direction to define how data flows between the provider and Twozo:
  1. One-Way Sync: In a one-way sync, changes made to contacts in the connected provider (such as Google or Outlook), including additions, updates, or deletions, are reflected in the CRM. However, any contacts created or changes made in the CRM are not reflected in the provider’s contact list. Similarly, deleting a synced contact in the CRM does not remove it from the provider's list.


  1. Two-Way Sync: Changes made in either the provider’s contact list or Twozo are synchronized bidirectionally, ensuring both systems remain updated with the latest data.
  1. Click Start Syncing. A confirmation prompt appears. Clicking Enable Contact Sync starts the sync process, while Cancel closes the prompt.


After enabling a contact sync, the system ensures contacts with mandatory fields such as a name, email, or phone number are included, while incomplete contacts are skipped.

NotesNote: The maximum contact sync limit is 25,000. Syncing will stop if this limit is exceeded.


  1. When syncing contacts between a provider (e.g., Google or Outlook) and the CRM, the system uses specific criteria to identify and merge duplicate contacts. The matching criteria are:
  1. Matching Name and Email Address
    If a contact in the provider and the CRM has the same name and email address, they are treated as the same person.
  2. Matching Name and Phone Number
    If the contact’s name and phone number match in both the provider and the CRM, the system merges them into one record to avoid duplicates.
  3. Matching Name and Organization 
    If the contact’s name and associated organization match in both places, the system considers them to be the same contact.

Once a match is identified:

  1. The CRM combines the provider's contact details with the existing contact in the CRM.
  2. For fields that are not mandatory, the CRM updates them based on the provider's data. If the provider has additional data (like address, job title, or birthday), these are added to the CRM contact.
  3. If a provider's contact tries to remove mandatory fields (like email or phone) from the CRM during a sync, this change is not applied to the CRM.
  4. If both the CRM and provider have conflicting data for non-mandatory fields (e.g., different addresses), the CRM prioritizes the provider's latest data.

NotesNotes: This merging behavior is consistent for both one-way and two-way syncs.

  1. After syncing the contacts, Sync Metrics provides insights into synchronization activity on the Contact Sync page, as listed below:

  1. Added Today: Contacts added during the initial sync or newly created in the provider are tracked under this category.  
  2. Hover over the metric to view a breakdown of contacts added in the CRM and from the provider.
  3. Updated Today: Shows the number of contacts updated during the sync.
    Updates are based on specific matching criteria, such as Name & Email, Name & Phone, or Name & Organization.
  4. If an update occurs for a matching contact, it is logged here instead of being considered a new addition.
    Hover over the metric to view a detailed list of updates made in the CRM and those fetched from the provider.
  5. Deleted Today: Only contacts deleted from the provider are counted. Deleting contacts from the CRM does not affect this count.
  6. Hovering over the count shows the source of deletion.
Notes

Notes: 

  1. Daily counts for added, updated, and deleted contacts reset after 24 hours.
  2. Disconnecting and reconnecting the same account retains previously synced data but categorizes changes as updates.


  1. The following contact details are synchronized between your provider and Twozo:

Field

Details

Name

This is a mandatory field in Twozo. Contacts without a name in Gmail or Outlook are skipped.

Email Addresses & Phone Numbers

A maximum of 10 entries are allowed for both emails and phone numbers. Contacts exceeding this limit are skipped. 

Address

For Gmail, only the primary address is synced.
For Outlook, the home address type is prioritized.

Organization

Automatically creates and maps a new company in Twozo based on the contact’s information.

Birthday/Date of Birth

Syncs only if the complete date, including the year, is provided.

Job Title

Synchronizes the contact's job title field.

Profile Picture

Syncs during the initial one-way sync for new contacts only.


  1. Click Change Settings at the top-left of the screen to return to the initial setup page, where you can modify the sync direction or contact groups.

  1. Click Stop Sync to confirm and stop the current sync. You will then be redirected to the Add New Account page to add a new provider.






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