When diio cannot automatically associate a conversation with a CRM contact, it notifies you with a message in the conversation analysis. This does not prevent diio from analyzing the conversation: the analysis still happens. It only affects CRM sync.
How diio notifies you
In the conversation detail view, a notice appears indicating the contact was not found in the CRM. The Update CRM button remains available, but when you open it diio will ask you to resolve the association before syncing.
Most frequent causes
The contact does not exist in the CRM. The person you had the conversation with has not yet been created as a contact.
The email does not match. The email the participant used in the meeting or call is different from what is registered in the CRM (for example, an alias or personal email vs. corporate email).
The phone number does not match or has the wrong format. In calls and WhatsApp, the number in the CRM is not in the required format for that CRM.
The LinkedIn URL is not complete in HubSpot. For LinkedIn conversations in HubSpot, the contact's LinkedIn URL field must be filled in.
How to resolve the association
Identify the cause: check if the contact exists in the CRM and if the contact data (email, phone, LinkedIn URL) matches.
If the contact does not exist: create it in the CRM with the correct data.
If the email or phone is incorrect: correct it in the CRM.
Return to the conversation in diio and open the Update CRM flow.
diio will attempt the association again. If it is already corrected, it finds it and you can sync normally.