> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.trustmary.com/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # Salesforce Sync-back settings # Salesforce Sync-Back Settings: What Each One Does When someone answers your survey, Trustmary can send that response on to Salesforce. Three switches under **Settings for syncing data back to Salesforce** control exactly what gets written and where. You can turn any combination of them on — this article explains each one, and where to go in Salesforce afterwards to confirm the data landed. This article assumes the integration is already connected. If it isn't yet, see the Salesforce Setup Guide first. Field-by-field mapping (opened by the pencil icon next to a switch) is covered separately — this article is only about what each switch does. ![](https://storage.crisp.chat/users/helpdesk/website/-/b/8/0/8/b8083cc0c8b32000/screenshot-2026-09-21-at-13420_9jnpbs.png) ## How Trustmary finds "the matching contact" All three switches use the same lookup, so it's worth understanding once: Trustmary first checks whether the respondent is already linked to a Salesforce Contact from an earlier sync. If not, it looks up a Contact by the respondent's email address. If neither finds a match, the respondent has no matching contact — what happens next depends on which switches are on, covered below. ## 1. New response updates fields on the matching contact Updates fields on an existing Salesforce Contact with data from the new response — for example the survey name, answer date, or a custom question's answer, depending on what's mapped via the pencil icon. 1. If a matching contact is found, its fields are updated. 2. If no matching contact is found, nothing happens — no contact is created, no error is shown to the respondent. Turn on switch 2 below if you also want a contact created in that case. **Where to check in Salesforce:** open the Contact record and look at the mapped fields — go to Contacts, find the person by name or email, and check the field values against what you'd expect from their latest response. ## 2. Also create a new contact if no match is found Works the same way as switch 1, with its own separate field mapping — but if no matching contact is found, it creates a new Salesforce Contact instead of skipping. The new contact's name comes from the response (falling back to the respondent's email, then to "Unknown" if neither is available), and is then updated with the mapped fields just like an existing match would be. > **Heads up:** this switch works on its own. You don't need switch 1 turned on for switch 2 to update matched contacts — it has its own mapping and updates matches by itself too. Turning both on just means you're maintaining two separate field mappings for the same event; turning on only switch 2 covers both "update" and "create" with one mapping. **Where to check in Salesforce:** go to Contacts and sort by Created Date to find recently created contacts, or search by the email address from the survey response. ## 3. Store responses as a separate Salesforce record Instead of (or alongside) updating a Contact, this creates one record per response in its own Salesforce object, Trustmary Response, with a fixed set of fields: * **Response Name** — set automatically * **Trustmary Answer ID** — unique ID of the response * **Survey ID** — which survey it came from * **Contact Email** — the respondent's email * **Contact** — link to the matching Salesforce contact, if one was found * **Feedback** — the written feedback, if any * **NPS / Stars / CSAT** — the score, in whichever format the survey used * **Submitted At** — when the response was submitted This switch always creates or updates a Trustmary Response record, regardless of whether switch 1 or 2 is on, and regardless of whether a matching contact was found — if no contact matches, the record is still created with the Contact field left blank. > **Heads up:** the first time you turn this on, Trustmary sets up the Trustmary Response object in your Salesforce org automatically (fields, page layout, permissions) — this can take a minute. **Where to check in Salesforce:** 1. If the response was linked to a contact, open that Contact record and look for the Trustmary Responses related list near the bottom of the page. 2. If no contact was linked (or you just want to browse all response records), Trustmary Response doesn't get its own tab in the sidebar automatically. Use Salesforce's global search bar and search for the response's Trustmary Answer ID, or a Salesforce admin can go to Setup → Object Manager → Trustmary Response to inspect the object, or add a tab for it via Setup → Tabs so it shows up in the App Launcher going forward. ## Combining the switches * **Only switch 1 on:** matched contacts get their fields updated; unmatched respondents get nothing. * **Only switch 2 on:** matched contacts get their fields updated (via switch 2's own mapping); unmatched respondents get a new contact created and updated. * **Switches 1 and 2 both on:** both mappings run independently on the same event — worth keeping them identical unless you deliberately want two different sets of fields written. * **Switch 3 on, regardless of switch 1 or 2:** a Trustmary Response record is created or updated either way, linked to a contact only if one was matched. ## Troubleshooting **A contact's fields didn't update after a new response.** Confirm the switch is on and that a field mapping exists for that particular survey (the pencil icon) — mappings are set per survey, so a switch can be on with no mapping configured for the survey in question. Also check whether the respondent's email matches an existing Salesforce contact exactly. **No new contact was created for an unmatched respondent.** Check that switch 2, not just switch 1, is turned on — switch 1 alone never creates contacts. **I can't find the Trustmary Response records.** Check the related list on the linked Contact first. For responses with no matching contact, use Salesforce global search or Setup → Object Manager, or ask your Salesforce admin to add a tab for the object.