---
schema_version: "1"
id: 946f1cf56050945ae926c20df22b9084bed8fab8dd8e49e4af1ccc323625aa8a
title: Resolve Your Synced Contacts
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/outlookcrm_unresolved_contacts.md
canonical_url: https://help.salesforce.com/s/articleView?id=sales.outlookcrm_unresolved_contacts.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ad2bab408b2319e8f887b31b578a4cc9a4d2a93567a08f63e46bd676e7b84294
description: When contacts sync from your email app with Einstein Activity Capture, Lightning Sync, or Salesforce for Outlook, some contacts are automatically assigned to accounts based on their company. The rest are added to My Unresolved Items, where you can either assign contacts to Salesforce accounts or confirm that you want to leave them unassigned.
products:
- Sales Cloud
- Cross Cloud
- Service Cloud Voice
release: "264"
---
# Resolve Your Synced Contacts
When contacts sync from your email app with Einstein Activity Capture, Lightning Sync, or Salesforce for Outlook, some contacts are automatically assigned to accounts based on their company. The rest are added to My Unresolved Items, where you can either assign contacts to Salesforce accounts or confirm that you want to leave them unassigned.
### Required Editions
Available in: both Salesforce Classic and Lightning Experience
Available in: All Editions
User Permissions
Needed
To view or edit unresolved contacts:
Edit on contacts and Read on
accounts
AND
Sync enabled for contacts
To create accounts:
Edit on contacts and Create on
accounts
AND
Show Quick Create
1. In Salesforce Classic, access your unresolved events from the sidebar shortcut **Unresolved Items**. In Lightning Experience, click your profile picture, then click **Settings** | **Email** | **My Unresolved Items**.
2. Resolve each contact in any of these ways.
- Assign an account.
- Select an account under Choose Suggested Account in the dropdown list. We suggest accounts only if we detect possible matches based on the contact's company. Suggested accounts always show the Account Name field and the first three additional fields defined in your account search layout. If your organization has contact lookup filters that prevent certain accounts from being assigned to contacts, those accounts don’t appear as suggested accounts and can’t be assigned to contacts.
- Select Search Salesforce.com.... In the lookup, either click **New**, enter account information, and click **Save**, or enter search criteria, click **Go!**, and click the right account. If you don't see the lookup, you need to first allow popups from Salesforce.
- Leave unassigned—Select Don't Assign New Account from the dropdown list if you want to confirm that a contact with no account remains unassigned. Unassigned contacts aren't related to Salesforce records and are visible to you and your administrator only.
- Choose an account if there's a conflict—If the email contact and Salesforce contacts' companies are different, click Don't Assign New Account in the dropdown list to overwrite one with the other. The Salesforce account overwrites the email contact company if Salesforce is set to win, and the email contact overwrites the Salesforce account if the email contact is set to win.
- Cancel a selection—Select —None Selected— from the dropdown list.
3. Click **Save** to save your changes. All modified items are removed from the list. Remaining items continue to sync, and you can return anytime to resolve them. Clicking **Cancel** cancels all changes on the page. Every contact assigned to an account now appears on the Contacts related list for that account.
You can also resolve a contact from the contact record by marking it private or by assigning it to an account.
Your unresolved contacts list works like a standard list view. Click **Edit** or **Create New View** to define filters and customize columns.
#### See Also
- [My Unresolved Items](https://help.salesforce.com/s/articleView?id=sales.outlookcrm_unresolved_items.htm&release=264.0.0&type=5 "Einstein Activity Capture, Lightning Sync, Salesforce for Outlook (Retiring), and Email to Salesforce let you integrate the work you do from your email and calendar applications with Salesforce. Microsoft or Google items that aren’t automatically associated with Salesforce records appear in My Unresolved Items. Sales reps can review the unresolved items and associate them manually.")
- [How Your Contacts Sync with Salesforce for Outlook (Retiring)](https://help.salesforce.com/s/articleView?id=sales.outlookcrm_sync_contacts_o.htm&release=264.0.0&type=5 "You can keep your important Outlook and Salesforce contacts in sync using Salesforce for Outlook. When contacts initially sync, Salesforce for Outlook checks to see whether a contact with the same email address exists in both Outlook and Salesforce. If a matching email address exists, the two contacts are synced. If it doesn't exist, Salesforce for Outlook checks to see whether a contact with the same first name, last name, and company name exists. If it doesn't exist, a new contact is created and the two are synced.")