We are facing a HubSpot–Salesforce sync issue where a contact already exists in Salesforce under contact object, and when the same contact is created in HubSpot and later becomes an MQL, HubSpot syncs it to the existing Contact record instead of creating a new Lead. Ideally, we expected a Lead to be created in Salesforce.
Has anyone faced this scenario, and what is the recommended best practice for handling MQLs when the person already exists as a Contact in Salesforce?
This sounds like the expected behavior of the native HubSpot Salesforce integration.
The integration matches HubSpot contacts to existing Salesforce Leads or Contacts by email address. If a matching Salesforce Contact already exists, HubSpot syncs with that Contact instead of creating a new Lead, even if the HubSpot contact later becomes an MQL.
If your business process requires a new sales qualification event every time an existing Contact becomes an MQL, I’d probably model that as an Opportunity, Campaign, or another Salesforce process rather than creating a second Lead for the same person.
HubSpot’s documentation on how Leads and Contacts are matched and synced with Salesforce is here:
Thank you for the clarification. In our case, the contact is initially created in Salesforce as a prospect under the Contact object, while in HubSpot the same person is created as a Lead and later progresses to MQL. When the MQL is pushed to Salesforce, it syncs to the existing Contact record instead of creating a new Lead.
Thanks for the clarification. I still believe this is the expected behavior of the native integration.
Since the person already exists as a Contact in Salesforce, HubSpot matches the HubSpot contact to that existing Salesforce Contact by email rather than creating a new Lead when the lifecycle stage changes to MQL.
Yes, that’s correct. We understand that this is the expected behavior of the native integration, where HubSpot matches the HubSpot contact to the existing Salesforce Contact by email. But in our business process, if the person is currently a prospect in Salesforce, we would prefer a new Lead to be created when the HubSpot contact becomes an MQL rather than syncing to the existing Contact record. Since the integration does not support this behavior, we currently have to create the Lead manually in Salesforce. Checking if any alternate solution
Did the workaround actually work for you, or does it still feel kinda hacky? seeing this exact kind of hubspot/salesforce mismatch stuff a lot lately
Hey @LiamWiggins,
Thanks for following up here!
Re-tagging @Krishma for visibility.
Shane, Community Manager