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Successful ACT! Outlook Integration with Advanced Customizations

by Employee on ‎04-26-2010 10:26 AM (4,778 Views)

ACT! Outlook Integration provides many ways to increase business efficiency, including the ability to automatically record emails as history in ACT!.  Sometimes, as part of this automation, emails are not attached in ACT!.  Often, it is because a matching contact does not exist in the database.  Let’s look how we can improve our chances of a successful automation with Outlook Integration.

ACT! uses the following matching rules to find contacts in a database:

-          First, ACT! will look for any email address that matches the email address (SMTP address) in the message.

-          Second, ACT! will try to match using the full contact name.

That gives us a good idea why some contacts might not be found.

By default, ACT! will only attempt to find the contact once.  However, you can configure this, and other like settings.

Under C:\Users\<Current User>\AppData\Roaming\ACT\ACT For Windows 12.  There’s a file named ActHistoryErrorHandlers.xml.  In this file, you will find a series of entries.


Look for the line that has “Act.Outlook.Service.Shared.NoContactsFoundExcpetion”.  On that line you fill see 2 attributes:

Removeafterattempts=”1” and removeafterdays=”1” which correspond to (1) how many attempts ACT! will try to find a contact and (2) how many days ACT! will retry, respectively.   The latter value is only applicable if ACT!’s doesn’t find the contact within the span of the number of days.  For example, if the number of retries are high enough, and ACT! doesn’t find a contact, and the number of days is set at 1, ACT! will stop retrying after the first day.  You can change the value “1” to another value which might be more appropriate for either of the values.

There’s also a way to configure how long ACT! should wait between retries.  This can be found in the registry. 

Important This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click the following article number to view the article in the Microsoft Knowledge Base:

322756  ( ) How to back up and restore the registry in Windows


For ACT! and ACT! Premium, this registry key is located under:


For ACT! Premium for Web, it is located under:


In either place, there’s a DWORD value named Queue Retry Interval.  This is the amount of time in milliseconds to wait between processing attempts.  The default value is 10000 milliseconds, or 10 seconds.  You can change this value.

Having both of these, we can now tweak Outlook Integration to our desired workflow.

For example, I might want for ACT! to try to find the contact multiple times, maybe once every 20 minutes, but also to try it again tomorrow because I know that we’re constantly adding new contacts in ACT!, and this one might not be in there yet. 

Hope this helps you better understand matching contacts and tweaking your ACT! Outlook Integration implementations to success.