Hi all, I have a question about merging contacts and the impact on both form submissions and workflows. I can remember having an issue with this in the past. I think it would be most helpful if I shared the specific example in order for it to be understandable.
We are hosting an event. Participants are submitting a HubSpot form letting us know that they will be attending. Once they have submitted the form, that is the trigger for them to be automatically enrolled in a workflow which sends them a confirmation and email notifications/reminders leading up to the event.
One contact enrolled with his personal email and we would like to merge this contact with his business email which is currently a separate contact. (We now have duplicates and want to merge them.) However, I don’t want to disrupt the notifications that he is recieving about the event. What is the best way to move forward so that we don’t lose any data about his form submissions and also keep him enrolled with the workflow.
Hi @alexagatiss,
First of all, you would have to make sure in the workflow settings that this toggle is off:
Besides that, the only other thing would be to decide which of the two contacts should be the primary one and whether the contact should receive emails under his private or business address. When you merge duplicates, you can decide which one it should be.
After merging, make sure to keep an eye on the action log of the workflow for this contact: Understand your workflow details page
Lastly, if this was only one submission using the personal email address and the corresponding contact record doesn’t hold any additional relevant information, you could also bypass this entire issue, add the personal email address as an additional email address on the business contact record, then delete the personal contact record. Add multiple email addresses to a contact
This leaves no room for unintended consequences of the merge - probably what I would do.
Best regards
Great Karsten, thank you for this. Do you know how I can ensure that form submissions are not lost in the merging process? Or if I add the personal email to the corporate contact will that bring the form submission over?
@alexagatiss the timeline of the merged contact should show all form submissions. If you want to test this before, simply submit the form yourself (from newly opened private tabs) with two different addresses, then merge the records. That’s the behaviour you should see.
