The Backstory: You work a large enterprise account, and the company uses several different email domains across its divisions and acquisitions. Some activities show up against the account while others seem to vanish because Backstory only recognizes the single website domain on the Salesforce record. Rather than manually chasing down every stray email and meeting, you enable Multiple Account Domain Support to map each alternate domain to the account. This ensures every activity tied to that company is captured and attributed correctly, no matter which domain it came from.
Multiple Account Domain Support lets you associate more than one email domain with a single Salesforce account so Backstory can capture activities across all of a company's domains. By mapping additional domains to an account, you make sure no relevant activity falls through the cracks. This is especially useful when a company's website differs from the email domains its contacts actually use.
Note: Configuring Multiple Account Domain Support requires a Salesforce administrator account.
Set Up Multiple Account Domain Support
These steps walk you through creating the custom object that holds your alternate domains, mapping those domains to your accounts, and asking Support to apply the changes. You only need to map additional or alternate domains, since the primary domain already lives on the account's standard website field.
Create a custom SObject in Salesforce. We recommend naming it Mapping_Domain__c.
On the custom object, create an Account field (Account__c) as a Lookup (Account) type, and mark it as required.
On the custom object, create a Domain Name field (Domain_Name__c) as a Text (255) type entered by the user, and mark it as required.
Email support@backstory.ai with your SObject name, your Account lookup field name, and your additional Domain Name field name.
Wait for Support to confirm that the backend mapping is complete.
In each relevant account, open the Map Domains tab and associate the relevant domains. The domains must appear in a related list on the Account object.
Ask Support to process a recalculation so that your existing raw data is re-analyzed and updated with the new domain mappings.
Frequently Asked Questions
Do I need to map the account's primary domain?
No. Only additional or alternate domains require a Mapping Domain object. The primary domain is already read from the account's standard website field.
How many domains can I associate with one account?
There is no fixed limit, but you will need to create a separate Mapping Domain object for every domain you want to associate with that account.
Why are existing activities still not showing up after I map the domains?
Mapping domains updates how new activities are matched, but your historical data needs to be reprocessed. Ask Support to run a recalculation so existing raw data is re-analyzed with the new domains.
When should I use this feature instead of just updating the account's website?
Use Multiple Account Domain Support when a company communicates from several domains, such as after acquisitions, or when the website on the record differs from the email domain its contacts use. If the issue is a single inaccurate website, updating that field may be enough.
Who can set this up?
A Salesforce administrator creates the custom object and fields, and Backstory Support completes the backend mapping and recalculation.
Need Help?
Contact your Customer Success Manager or support@backstory.ai.