Portal.io Integration: Customer Matching and Creation
Before building a quote or ticket, the integration must identify which Rev.io customer the accepted proposal belongs to. It attempts to match an existing customer first, using the following steps in order.
- Exact email match: Looks for a Rev.io contact whose email exactly matches the proposal's contact email. One match means that customer is used.
- Email domain match: If no exact email match is found, looks at the email domain. If every contact on that domain belongs to a single company, it links to that company. Common public domains such as gmail.com, yahoo.com, outlook.com, hotmail.com, and icloud.com are excluded from this step.
- Company name match: If no email or domain match is found, looks for a customer with the same company name.
What happens at the end of these steps depends on the result and your Customer Creation Policy setting.
| Result | Policy = Auto-create (default) | Policy = Require Existing |
| Exactly one customer matched by email or domain | Uses that customer. | Uses that customer. |
| Company name match found | Blocks and alerts you. A name match alone is not certain enough to link automatically. Confirm the right customer and it syncs on the next attempt. | Blocks and alerts. |
| More than one customer matched | Blocks and alerts you (ambiguous customer). Resolve which one is correct. | Blocks and alerts. |
| No customer found | Creates a new Rev.io customer from the proposal details and alerts you to review it. | Blocks and alerts you. Add the customer in Rev.io and it will sync on the next attempt. |
When a New Customer is Created
When the integration creates a new customer (Auto-create policy, no match found), it:
- Creates the customer using the proposal's company name, email, and phone, plus the default customer details you configured during setup (bill profile, customer type, identity, and a placeholder address).
- Creates a primary contact for that customer.
- Sets the new customer's status to Open.
- Writes a note on the customer asking you to review and complete the details. Portal.io does not provide a full address, so the address is a placeholder until you update it.
- Alerts you that a new customer was created.
| NOTE: The default customer settings (bill profile, type, identity, and placeholder address) configured during setup are only used when a new customer is actually created. If you use the Require Existing policy, these settings are never needed. |