Need help with Form API and Contact API

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New Contributor

Hi

 

We currently using Form API and Contact API together.

 

Form API is captching our website's sign up and create contacts on hubspot。

 

Contact API is syncing our own data base and Hubspot‘s data base to update the contact's lifecycle and personal information once per day.

 

But we find out that eventhough we are using Form API, we still can see lots of "offlin source" data on contact's original source section.

 

Is this because of that Form API captched the orginal source data when our user signed up, but later when the Contact API update the information it over write the original source to "offline source"?

 

Thanks

 

 

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Community Manager

Hey @libandp ,

 

That's a great question. The original source properties are set when the record is created, and aren't overwritten by more recent changes. The only time they'd be overwritten would be if older source data was discovered, but that's not the case here since these contacts are marked as "Offline Sources".

 

In other similar situations, the usual cuplrit is either:

  • The Contacts API is actually creating the contacts before the form submission
  • The form submissions aren't properly including the HubSpot tracking cookie information

In your case, since these contacts are coming in as "Offline Sources" (instead of "Direct Traffic") my guess would be that the issue is that the process using the Contacts API is creating these contacts before the form submission. Contacts created via the Contacts API will always be marked "Offline Sources".

 

Do you happen to have any example contact(s) that we could look into?

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New Contributor

Hi Derek,

 

Thank you for helping me out here, if you can see a contact name "Zhuoer Zhao"

he should be a good example for us to discuss, he is a contact created today, the original source is "offline source"  from his activity feed, I can't see any sign up or login activities, so I think he is uploaded manually by other people, and the drill down 1 source is BATCH-UPDATE, I'm not sure what is this. 

 

Could you dig you back end to see who upload this contact?

 

Thanks

Ban

 

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Community Manager

Hi @libandp ,

 

A source drill down of "BATCH-UPDATE" means that the contact was created via the batch create endpoint of the Contacts API (see here). It also means that the request was authenticated via API key, since contacts created using OAuth will show the app's ID.

 

Can you check any/all custom integrations you have using your API key?

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New Contributor

Hi Derek,

 

Thanks for the reply, we find out that like you said all the offline source contacts are from one API batched from the endpoint. 

 

Because we only have used 2 hubspot API, one is CONTACT API, the other one is FORM API, so we can say that something wrong with our FORM API that didn't catch all our sign up. 

 

The other evidence is that on hubspot there are 47% of contacts are "offline source" but 98% of our users should sign up via our home page Sign up form where is the Form API is placed. 

 

So could you help us that how can we fix this problem?

 

Let me give you some contact examples, 

 

"offline source" contacts:

 

https://app.hubspot.com/contacts/4535019/contact/114772965/
https://app.hubspot.com/contacts/4535019/contact/114775663/
https://app.hubspot.com/contacts/4535019/contact/114774661/
https://app.hubspot.com/contacts/4535019/contact/114775663/

 

 

FORM API catched contacts:

 

https://app.hubspot.com/contacts/4535019/contact/114768707/
https://app.hubspot.com/contacts/4535019/contact/114770151/
https://app.hubspot.com/contacts/4535019/contact/114770101/
https://app.hubspot.com/contacts/4535019/contact/114764904/

 

looking forward to hear back from you.

 

Thanks

Ban

 

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Community Manager

Hey @libandp ,

 

Thanks for including so many examples! From what I can see, the "offline source" contacts all appear to be regular contacts created by the Batch Create endpoint. There doesn't appear to be anything particularly unusual with them, and I can see the corresponding API request traffic to create these contacts.

 

The form submission contacts you linked to also show signs of being included in a batch create/update, so my guess is that some form submissions aren't coming into HubSpot properly, either because the submission isn't being sent or because the submissions are invalid for some reason. These contacts are still being created by the batch create/update, just not by the form.

 

I'd recommend doing an audit of the form submissions that you're sending to HubSpot via the Forms API in order to grab an example request body that isn't properly submitting. That will give us more information on what's going wrong.

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