Contact referral source info pushed into contact referral target

[FHugi]

Hello,

situation:

My sales team calls pre qualified contacts, some are the wrong person to talk to, but they may know the correct person. What they currently do, is to overwrite the contact information with the new person. I don't want this (below, problem).

Problem:

Some wrong persons may be a decision maker, and the correct person the end user. If we merge them, we don't track who is who, and we lose oversight. Also, if the wrong person comes back in the funnel through marketing activities, it's impossible to find out.

Concept:

1. I want to create the option for the wrong person to receive the status = "referral source", and the correct person to be created with the initial status = "referral target". The correct person would then have the email of the referral source as a "source" of creation.

2. Once created, the referral target should receive all sales information: same owner, sames qualifications, etc. I would like to automatically copy the selected "referral source" fields into the referral target fields.

Question:

Does this already exist within the workflow settings? I know one cannot create a contact from a workflow, but perhaps we could use Contact ID or email as a mapping point to copy-paste end to end information? (Ex. IF "source email" = "contact email", then do xy)

Thanks in advance!

[Lucila-Andimol · Accepted solution]

Hi @FHugi hope you are doing well.

Fist of all I'd recommend that you create a NEW contact instead of replacing the previous one. Because of tracking, history and relevance (even if it's not the decision maker it's who discovered you)

Second, you cannot create a contact from a Workflow, but what you can do Is have a workflow that completes/sets some properties when Buyer persona is X (in this case).

Personal information is not recommended also to be copied, because it should be unique for each contact.

Let us know if this helps

[webdew]

Hi @FHugi ,

I will advise you to not overwrite teh current contact but to create a new contact.
You can associate both these conatcts to a single company.

Hope this helps!

If we were able to answer your query, kindly help the community by marking it as a solution.

Thanks and Regards. 

[karstenkoehler · Accepted solution]

Hi @FHugi,

I can only echo @Lucila-Andimol's recommendation to create new contact records.

Let's zoom out a bit. In general, it's best to stick close to how HubSpot intends the tools to be used. If I understand you correctly, during qualification your sales reps realize that they're not talking to the right person within that company. That's of course a common situation and HubSpot has features in place for this already. Here's this situation broken down into pieces.

Disqualifying a contact. HubSpot has a default field for this called Lead status. (Alternatively, you could create a custom property for disqualification.) You can customize the options of this field to best reflect your sales reality. By using this field, you can easily identify the contacts in your system that are disqualified (e.g. remove them from contact views). Additionally, you'll be able to report on disqualification rates and possibly discover patterns.

Seeing relationships between referrer and referral target. This relationship will always be visible if both contacts are associated with a company record. Additionally, you can use the default contact property Buying role to document who you were talking to. What you're asking for is not possible but if you pivot a bit in your approach, you'll have the same outcome if you follow HubSpot's object logic.

Replicating the information in the new contact. This is not possible, you can't copy information from one contact to another. However, I'd advise you to make use of the associated company object here. Any information that is true for both contacts could be company information and stored accordingly. Any other qualifications would have to be set manually by the sales person. You can make this easier for sales reps by making required fields easily accessible in the sidebar.

Hope this helps!

[Lucila-Andimol · Accepted solution]

Hi @FHugi hope you are doing well.

Fist of all I'd recommend that you create a NEW contact instead of replacing the previous one. Because of tracking, history and relevance (even if it's not the decision maker it's who discovered you)

Second, you cannot create a contact from a Workflow, but what you can do Is have a workflow that completes/sets some properties when Buyer persona is X (in this case).

Personal information is not recommended also to be copied, because it should be unique for each contact.

Let us know if this helps