Troubleshooting: why does this person or account appears in this playbook?

You are wondering why one or more persons appear in the audience of your Playbook?
Try this quick checklist to see if it solves your problems.
This article covers the Salesforce integration but would be similar with other integrations.

Verify Playbook Rules

Begin by examining the criteria set for the playbook in question:​

• Navigate to Copilot → Playbook Settings.​

• Review the rules and conditions defined for the playbook.​

• Determine if the individual's attributes or actions meet these specified criteria.​

This assessment will help you understand if the person naturally fits into the playbook based on the established rules.

💡 Tip

If you use a rule like “Activity Event does not contain…”, the result will be every person/account that has at least one event that does not fit contain that activity.

What you should use is “Number of person/company activities = 0 + Person/Account activity event”

Validate CRM Account Ownership vs Team Configuration in HG Insights Admin App

The inclusion of individuals in your playbooks is influenced by account ownership details from Salesforce.
Ensure that your team's settings in HG Insights align with your Salesforce configurations:​

• Access the HG Insights Admin app.​

• Navigate to Settings → Users. If you lack access, request assistance from a HG Insights Admin.

• In Salesforce, locate the account associated with the individual.​

• Check fields such as SDR_Owner__c or OwnerID to identify the account owner.​

• Verify that your team associations and the corresponding Salesforce fields are correctly configured.​

Accurate team configurations ensure that account associations are correctly reflected in HG Insights.
These configurations set the default Book of Accounts of your team members, which determines the prospects are surfaced to sellers for their accounts and not for accounts owned by others team members.

If you are listed as the owner, it's expected that contacts linked to this account will appear in your playbooks and Book of Persons.

To read more about teams, review the article Managing Teams and Configuring Book of Accounts.

Assess Your Territory Settings

Your playbook's audience is further refined by territory assignments:

• In HG Insights Copilot, click on your avatar icon at the top right corner.​

• Select 'My Book of Accounts' or 'My Territory'.​

• Under Book of Accounts and Book of Persons, review if you are inheriting accounts or individuals from another team member.​

This step helps identify if shared territories are influencing the appearance of certain individuals in your playbooks.

Asses Configuration of Lead and Account Domain Mapping

This field is used to match the lead or contact email domain (john@hginsights.com) to an account (hginsights.com).

• Access the HG Insights Admin app.​

• Navigate to Mapping → Attribute Mapping.

• Review Email to Account Mapping.

• In Salesforce, locate the account associated with the person that appears in the playbook, and check the value under the relevant field associated with Email to Account Mapping.

In the example below, the Salesforce field field matched_account_id__c determines how leads are associated to accounts.

Assess Lead vs. Contact Associations

HG Insights prioritizes contact records over lead records when both exist for the same email address:​

• If both a Lead and Contact record share the same email, the Contact's account association takes precedence.​

• Be aware that in hierarchical account structures, a lower-level branch might be owned by one team member, while the parent account is owned by another.​

Understanding this hierarchy is crucial, as it can affect which individuals appear in your playbooks based on account ownership.

You followed these steps and didn’t find your answer?

Please reach out to HG Insights Support by submitting a new request.