Basically for each property I want 3 options to choose from:
1) Update value if blank
2) Append to value
3) Overwrite value
Sample use case(s):
Append Option: Notes Field
I have a comments field on my contact form where someone sends us a query. If that contact later submits another query I don’t want to lose the previous info from my records. I want to see the new information appended to that field. (Can’t keep creating new properties and using smart properties).
Overwrite Option
Standard as happens curently with most fields, if a contact enters a new phone number it overrides the previous data to keep it updated with the latest information.
Update if Blank option - Lead Source
When a lead comes in, I assign the Lead Source to it, but I only want that updated if there is no previous Lead Source assigned to it. I don’t want subsequent forms to overwrite the value. Smart Field(s) works only partially because if I use the API to submit forms, smart fields do not stop it from being overwritten.
I am having a similar issue, where I do not want to lose the original lead source. Additionally, sometimes I will do imports and when a contact already exists with a phone number property, I do not want to override it. I know there was a way to set up by individual property options via the SFDC integration, however we are now using HubSpot Sales CRM.
It would be great to append this! Sometimes the property is cumulative over time and it would be nice to be able to just append information vs overwrite it.
Agreed, we need this. Tickets can come in multiples, so you need to be able to have the fields for one Ticket record to save on that ticket and for those same properties to populate on the new ticket. Zendesk has it. My clients are saying this gap does not meet industry expectations for Customer Service software.
Yes please! I have numerous workflows and reporting issues due to form fields overwriting their previous submission. Would be great to have the option within adding the property to the form to simply check a “append” option so we can capture ALL the data. Thanks!
Here is the temporary workaround we have implemented until Hubspot adds this capability:
Form submissions typically have some kind of workflow attached to the backend. So when the Form is filled out, we have a property that captures the data we want (think of it as an inbox), either hidden or not. Then a second property stores all the values (filing the data away), but does not show up in the form.
When the workflow runs, it copies the data from the form submission property (inbox), and appends it to the second stored property (file).
Hopefully, when “append” is added to the form submission capabilities, we can switch to using the second property that stores all the values in forms without the extra steps.
Using the Conversations Inbox is a good idea for support tickets, but when using lead capture pages, or re-conversion outside of the support hub, The conversations is overkill.
ex. Tracking Marketing event Registration and Attendance. A hidden field in the Form can add the event ID to a contact record, then this event ID is logged in the second property. Automating simple recordkeeping can save the manual effort of checking 100 entries.
@Alysha_TW very creative, but not something that would work in our organization - our form submissions are in the hundreds a month and are all managed through automation and lead assignment rules etc.