Hi there,
We have integrated callrail and are having issues with the incoming call data not always finding and appending to existing contacts, but rather creating a duplicate contact. Some calls do and others don’t.
Has anybody has this issue and could you share the fix with me as have reviewed setup and everything looks to be ok.
Thanks.
Hi, @purplegoanna 
Thanks for your question! I’d like to invite some of our community members to the converstaion — hey @gabriel-nextiny @Bryantworks @StjepanGrcic, do you have any related experience with the CallRail integration?
Thank you for taking a look! — Jaycee
We’ve started seeing the same issue this week.
@purplegoanna I am following on this questions as we have some clients that experienced the same issue so documented the main reasons and how to prevent it. Usually it happens when CallRail can’t confidently match the call to an existing contact, often because of phone-number formatting, the number being in the wrong field, or because CallRail is allowed to create a new contact when no match is found.
What I’d check first:
whether CallRail is set to create new contacts
whether phone numbers are stored correctly and formatted in HubSpot
whether the number is in the main phone fields, not just custom ones
I wrote up the full explanation and fixes here: Why CallRail Creates Duplicate Contacts in HubSpot and How to Fix It
Hope this helps other who experience this issue as well!