How to unmatch a previously matched lead-customer connection
How to unmatch a previously matched lead-customer connection
How to unmatch a previously matched lead-customer connection
The Leads Matching feature in Cadence allows you to connect scanned leads with existing customer profiles. Sometimes, you may need to undo a match that was incorrectly confirmed. When you navigate to Leads Menu › Matching, you can review and unmatch previously confirmed connections to maintain accurate customer records.
When to use
When you've accidentally confirmed the wrong customer match
When you need to correct a mismatched lead-customer connection
When you want to remove an automatically created engagement record
When preparing for post-event data cleanup
Customer Matching must be enabled in your event settings to access this feature.
How to do it
Navigate to the Leads section in your Cadence dashboard.
Select the "Matching" tab at the top of the screen.
Filter the list by selecting "Matched" from the status filter dropdown.
Click on the lead you want to unmatch.
Scroll to the "Matched Customer" section of the lead profile.
Click the "Unmatch" button next to the customer's name.
If an engagement was automatically created when the match was confirmed, unmatching will remove this engagement record from the customer's history.
Review the confirmation dialog explaining the consequences of unmatching.
Confirm your decision by clicking "Unmatch" in the dialog.
Verify the lead now shows "Ready for Match" status in your leads list.
Choose to either select a different match or mark as "No Match" if appropriate.
Troubleshooting
If the Unmatch button is not visible:
Verify you have Admin or Event Manager permissions
Check that the lead is currently in "Matched" status
Ensure the Customer Matching feature is still enabled in your event settings
Related links
How to confirm or dismiss a customer match
How to match leads with existing customer profiles
How to convert a lead with no match to a new customer profile