When the system encounters a transaction with an agent email address not linked to an active user in the account, it designates the transaction as a Mismatch. Mismatch transactions are account-specific, even if an active user with the same email address is present in another account; it will still be categorized as a mismatch in other accounts.
Mismatches often occur when transactions are initiated for a user who recently joined the company but hasn't had an account created in the XMP or when an agent, operating with multiple email addresses, has not added their alternate email addresses as aliases in their account profile.
Managing Mismatched Transactions
For mismatch transactions, admins, organization managers, or account managers can take the following actions:
Invite: If the mismatch is due to a transaction for a user not yet in the account hierarchy, use this option to invite the user to create their account and, if desired, reprocess the transactions.
Add Alias: If the mismatch is caused by a transaction for a current user in the hierarchy but with a different email address, use this option to alias the email for future transactions and, if desired, reprocess the transactions.
Ignore: Use this option for transactions associated with emails you don't want to ingest. Once ignored, all transactions for this email will go to the Ignored tab.
Archive: Use this option to archive transactions for an email you don't want to ingest. If future transactions arrive for the same email ID, they will go to the Mismatch tab.
Reprocess: Use this option to reprocess previously ignored transactions or transactions for an email that has already been aliased via the hierarchy.
To perform actions on mismatched transactions, hover over the 3 dots icon in the action column, expand the menu, and select the desired action to complete the workflow efficiently. This flexible set of actions empowers administrators and managers to efficiently manage and resolve mismatched transactions based on specific circumstances.
Mismatched transactions older than 180 days are automatically archived, with the flexibility to customize this period from the action menu in the top corner.
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Additionally, managers have the option to export all mismatched transactions for an account into an Excel file.
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When a user is aliased with one or more email addresses, the associated transactions and user information are moved and listed on the "Mapped" page.
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Admins, account managers, or org managers retain the ability to remove any or all aliases for future transactions, while past transactions remain unaffected. This streamlined process ensures efficient management and organization of mismatched transactions within the platform.