The Lead Matching feature in Cadence helps connect scanned leads with existing customer profiles, but sometimes errors can occur during this process. When you navigate to Leads Menu › Matching, you might encounter issues with the matching algorithm, data synchronization, or engagement creation. This guide will help you troubleshoot and resolve common matching errors.
When to use
When leads aren't being matched with existing customers
When matching suggestions appear incorrect or have low confidence scores
When confirmed matches aren't creating engagement records
When the matching process seems stuck or unresponsive
How to do it
Verify your matching configuration is enabled.
Customer Matching must be enabled in your Lead settings before any matching can occur.
Navigate to your event dashboard.
Select "Leads" from the left sidebar navigation.
Click on "Settings" from the Leads submenu.
Confirm the "Enable Customer Matching" checkbox is selected.
Check the matching status indicators for affected leads.
Leads should progress from "Pending" to "Ready for Match" status. If leads remain in "Pending" status for more than 15 minutes, there may be a system issue.
Review the lead data quality for incomplete or incorrect information.
Compare lead information with customer profiles manually to identify discrepancies.
Adjust matching criteria in the Advanced Matching Settings if needed.
Changing matching criteria will only affect new scans, not leads that have already been processed.
Clear the browser cache and reload the page if the interface appears frozen.
Test with a new lead scan to verify if the issue persists.
Contact support if systematic matching errors continue.
Troubleshooting
If confirmed matches aren't creating engagement records:
Verify an Ensemble form is selected in the Customer Matching settings
Check that the selected Ensemble form is still active and available
Confirm you have sufficient permissions to create engagement records
Related links
How to enable the Lead Matching feature
How to configure lead matching criteria and thresholds
How to set up automatic engagement creation for matched leads