When one of your clients uses a Shareable URL to schedule an appointment, TimeZest will ask for up to 5 pieces of information from them:
Their Name (Always)
Their Email Address (Always)
Their Company Name (Always)
Their Best Contact Number (If configured)
A description of their issue (If configured)
With this information, TimeZest will determine whether there is an existing matching contact in your ConnectWise database which it can use to create the service ticket or activity, or whether it must create a new one, or reject the appointment.
This article describes how TimeZest decides that.
1. Look for an exact email match
The first thing TimeZest does is query ConnectWise PSA for a Contact which has the same email address as the one given by the client. If a contact is found, TimeZest uses that Contact and its associated Company. The email search is not case-sensitive.
If no matching contact is found, then TimeZest looks at the Contact Handling setting in the appointment type to decide what to do next.
2. Create a New Contact if required.
Based on the Contact Handling setting in the appointment type, TimeZest will do one of the following 4 things:
If it is set to Create a new contact and company with the information entered by the client, then TimeZest will create both a new Contact and Company record in ConnectWise PSA using the information supplied by the client.
If it is set to Create a new contact in the following catch-all company, then TimeZest will create a new Contact in ConnectWise PSA with the name and email address supplied by the client, and will associate that Contact with the configured catch-all Company. The value given by the client for their company name will be ignored.
If it is set to Reject the appointment unless the email domain can be matched with an existing company in ConnectWise PSA, then TimeZest will search ConnectWise PSA for a contact whose email address contains the domain part of the email address given by the client - for example, if the client gives "[email protected]" as their email address, then TimeZest will search for a contact with "badlands-msp.com" in their email address. If one or more is found, TimeZest will create a new Contact using the name and email supplied by the user, and associate this Contact with the Company for the first contact it found in the ConnectWise PSA. If no matching contact is found, TimeZest will reject the client's attempt to schedule an appointment with a polite message.
If it is set to Reject the appointment unless the email address can be matched with an existing contact in ConnectWise PSA, TimeZest will search ConnectWise PSA for a Contact whose email matches the one given by the client. If one is found, this Contact will be used for the ticket or activity; if one is not found, the client's attempt to schedule will be rejected with a polite message.
One caveat applies to the Reject the appointment unless the email domain can be matched with an existing company in ConnectWise PSA option: TimeZest will exclude emails from common free email providers - like Google Mail, Microsoft Live and Yahoo - because there is no guarantee that users with a free email address belong to the same Company in ConnectWise PSA as other users with a similar free email address.