Adding to an existing contactrecord when a new record should be created

Marketing & Content Hub Lead Capture Tools
1

Since about 2 weeks I sometimes see that new contacts are added to an existing contact record (from the same company) when filling out a form. It looks like the records have been merged as the record shows 2 email addresses from 2 completely different people.

Any one any idea how this can happen? And even more important how this problem can be resolved?

2

Hi @JTiehuis,

This can be caused when contacts are internally forwarding marketing emails and when this setting isn’t enabled in forms:

karstenkoehler_0-1689174897351.png
karstenkoehler_0-1689174897351.png1553×897 133 KB

Once you enable the switch (as shown in the screenshot), the problem should not occur anymore.

Unfortunately, there isn’t any quick fix for existing contacts. You’ll have to manually create new records to “pull them apart” again.

For context, when a marketing email is forwarded, the tracking links are still personalized for the original recipient. HubSpot assumes that it’s the original contact and thinks that they’re updating their contact information. This can be prevented with the setting above.

Best regards!

3

Hi Karsten,

Thanks for your quick help! The setting is now enabled and I won’t make that mistake again. Just wondering: Do you know if this is a new setting? I’ve published this particular form before and I never encountered this problem before.

Thanks again for your help!

Josien

4

Hi @JTiehuis,

This setting has been around for a long time – it’s just that it’s not a very prominent issue to notice. You can go years without having a case that needs cleaning up.

Best regards