topic Re: Always create contact for new email address not working? in Lead Capture Tools

Always create contact for new email address not working?

esealpha — Mon, 26 Feb 2024 14:12:50 GMT

I have "Always create contact for new email address" turned off on a form but it still always creates a contact. What is happening here?

Re: Always create contact for new email address not working?

karstenkoehler — Mon, 26 Feb 2024 14:14:32 GMT

Hi @esealpha,

Can you share step by step how you're testing whether this working?

Are you considering cookie behavior in your testing?
Which email addresses are you testing with?
What are you expecting to happen exactly?

Best regards

Re: Always create contact for new email address not working?

franksteiner79 — Mon, 26 Feb 2024 14:16:27 GMT

Hi @esealpha

A form submission will always create a contact or record the fact a form submission happened on an existing contant. The setting you are referring to is only relevant when a form is repeatedly submitted on the same machine/browser - the most common use case being a form at a tradeshow.

If this setting was not ticked, it would overwrite the original contact with each repeat form submission.

Frank

Re: Always create contact for new email address not working?

esealpha — Mon, 26 Feb 2024 14:17:06 GMT

We had this feature turned on initially. But we have been getting more spam emails on our main contact form than legitimate contacts. So instead of constantly created new contacts for spam and then having to go in and delete them, I thought I could just turn this feature off. And right now it is off. So my thought was that if I have "Always create contact for new email address" turned OFF, than a new contact will not always be created. Am I misunderstanding that?

Re: Always create contact for new email address not working?

karstenkoehler — Mon, 26 Feb 2024 14:18:44 GMT

@esealpha if the spam submission come in without accepting cookies (which is very likely), then HubSpot wouldn't have any way to recognize repeat submission as coming from the same person or bot. For HubSpot, these would look like separate contacts and thus HubSpot creates or updates separate contact records.

Re: Always create contact for new email address not working?

esealpha — Mon, 26 Feb 2024 14:19:38 GMT

Ok. That is COMPLETELY confusing. It says "Create a new contact when a form is submitted with an email address that doesn't match any in your existing contacts records." Which tells me that it will create a new contact when a contact does not exist. Not that it will create a new contact if one exists, but with a different email.

Re: Always create contact for new email address not working?

karstenkoehler — Mon, 26 Feb 2024 14:22:54 GMT

@esealpha if you're looking for the exact descriptions, you can find them here: https://knowledge.hubspot.com/forms/create-forms#customize-your-form-options

Re: Always create contact for new email address not working?

esealpha — Mon, 26 Feb 2024 15:16:49 GMT

I understand that. If there were a doubt about the statement's ambiguity as presented, I would most assuredly search the documentation to see what it meant. But in my mind, as well as those of all the other people I've just shared within the office, this is a binary statement. If you check this box, then a new contact will be added. So, conversely, NO contact will be added if you do NOT check this box. There is no ambiguity in the statement or the description. It SEEMS black and white. And as I've just learned here today, it is exactly NOT black and white. Its just poor writing.