Record updating

CRM & Sales Tips, Tricks & Best Practices
1

Hi there

I want to know what the correct procedure is for updating records. A customer company has 2 contacts(A and B). Contact A uses an email with the company domain. All deals are associated with Contact A who has been with the company since they became a customer within Hubspot. Contact B uses a gmail. They have also had deals associated with them. Contact A leaves the organisation and Contact B takes over Contact A’s email address. How do I correctly reflect this in Hubspot?

2

Hi @Philysgdy,

I probably wouldn’t just swap the email on Contact A’s record. That would keep all of A’s history (deals, notes, emails) tied to B, and things could get pretty messy fast.

Instead, a cleaner way might be to mark Contact A as “Left Company”, maybe update a custom property or change their Lifecycle Stage to reflect that.

Then for Contact B, I’d update their existing record with the new company email (the one A was using).
HubSpot should automatically move their old Gmail address to a secondary email, which is nice because you don’t lose it.

That way, you keep everyone’s history accurate — and Contact B moves forward with the right email, without accidentally overwriting everything that belonged to Contact A.
Best,
Jess

3

Thanks Jess
Yes it is a virtual mine field. History and associations are crucial to ongoing discussions and plans. Also contact A will for 12 months still have a consultancy role overseeing contact B’s administration.

4

Hi @Philysgdy,

I would do the following:

  1. Add a note to contact A and B explaining which changes are made and why
  2. Delete the email address from contact A
  3. Update contact B’s email address to contact A’s previous email address

This achieves the following:

  • Associations with deals and activities still correctly reflect that they are and were associated with A and B
  • Activities don’t continue to get associated with contact A
  • New activities are correctly reflected on contact B

Hope this helps!