I apologize in advance if this isn’t in the correct space but I am struggling and hoping the community can help. We have forms that work right 90% of the time, however, the 10% is throwing me for a loop.
When a customer is submitting a form, that 10% of the time, the email is captured and then added to a random contact that doesn’t even share the same company domain. The correspondance to/from that individual is then put into that file’s timeline.
I did confirm in the system that those company domains are already registered as I know that has cause issues in the past so that isn’t what the trigger of the issue is.
So far, the only thing I have been able to find to a possible solution is to create “new” profiles for those merged email but then none of the historical data is carried over and it is showing as though “I” created that contact today which is throwing off my service steps in creating an Evangelist instead of a regular Customer.
I have a ticket in with support as well, but hoping that someone else may have run into this issue and has some advise.
In the settings for each form, there is a toggle “Always create contact for new email address”. Create forms (legacy) Once you enable this, HubSpot will not attempt to associate activity with an existing contact when a new submission with a new email address comes in.
Here is what’s currently happening with your forms: by forwarding marketing emails between contacts or because of multiple people using the same computer, HubSpot thinks that it’s the same person submitting the form. This is because of marketing email tracking and cookies. By enabling the setting above you’re telling HubSpot to not attempt to do this.
It’s unfortunately all manual, as you described. Create separate record manually, copy paste property values manually, where possible update associations of incorrectly associated activities (e.g. meetings, logged emails) - manually.
Any automatically collected information will unfortunately stay with the main contact (e.g. website views, marketing emails opened).
Is there a report available at this time that I can see what contacts have multiple emails listed? Most of them have been found by accident when trying to email them regarding a product/service.
I checked the knowledge hub and it references adding multiple emails, but not running an audit to see who has more than one already.