If I merge contacts in Salesforce will the corresponding Hubspot contacts merge also?

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New Contributor

Hi HS Community.

I'm in the process of deduping and merging contacts for SalesForce CRM. My question is what impact will that have on the corresponding contacts within Hubspot. Will those contacts follow suit and merge those contacts automatically when I merge in salesforce?

 

Thanks in advance for your help.

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12 Replies 12
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Community Manager

Hey @ROKK 

 

Per this article: "If you clean up duplicates in Salesforce by merging leads or merging contacts, choose the lead or contact record that is currently syncing with HubSpot as the master record. To identify which Salesforce record is syncing with HubSpot, navigate to the HubSpot contact record. In the left panel, About this contact card, click View all properties. Search for the Salesforce Lead ID or Salesforce Contact ID property, then note the value. In Salesforce, identify the lead or contact record with that record ID."

 

I am sure one of our experts and Top contributors can advise you about this case. 

 

Hey @bradmin do you have any thoughts about @ROKK question? Anything else you would like to add?

 

Thank you

Sharon 


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Esteemed Advisor
I'd also check for nonmatching emails prior to the merge (if applicable), update the Salesforce records to match the desired record's value, then resync prior to merging. This use case can require untangling of HubSpot contacts post-merge, if the emails differ. It's easier if you resolve mismatches up front.

Brad Mampe, Salesforce Analyst, Fidelity
I'm probably wrong. I may not be right about that.
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New Contributor

What if both contacts are syncing to HS?

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Esteemed Advisor
Two Salesforce records with different emails would sync to two different HubSpot contacts. If you're planning on merging then in one system, you should do the same in the other. I prefer starting in Salesforce, waiting 15 minutes for the merge to hit HubSpot (the non-master record will have a sync error on it), then merge the HubSpot records afterwards.

Brad Mampe, Salesforce Analyst, Fidelity
I'm probably wrong. I may not be right about that.
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New Contributor

Got it. I was hoping the two systems would speak to each other better. We use a mass deduplication tool, so no one-off merging is possible.

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Esteemed Advisor
You could always just delete the nonmaster contact in HubSpot after the merge. Whatever mapped Salesforce fields that get updated after the merge get written to the HubSpot contact syncing to the master record. So as long as there's nothing of value on the nonmaster, you could just delete that instead.

Brad Mampe, Salesforce Analyst, Fidelity
I'm probably wrong. I may not be right about that.
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Occasional Contributor

Just as a follow up to the original quesiton for anyone who might get here from a search result, the answer is no, Hubspot will not automatically perform a merge if a merge has occured within SFDC and both records in SFDC had their own respective record in Hubspot. However, according to this doc, it says that "If you have set up HubSpot contacts to be deleted when the corresponding Salesforce lead or contact is deleted, the HubSpot contact that corresponds to a secondary (non-master) Salesforce lead or contact record will be deleted when the secondary record is merged into the master record."

 

So if enabled, it will delete the losing/non-master record, but not merge them. Perhaps you might want to turn that off if you want to merge the records manually or through the endpoint, but you also need to account for the update rules on the property mappings (i.e. prefer salesforce, always use salesforce, two-way) which could cause the data to be overwritten by the SFDC values regardless, but at least tickets and company would be consolidated.

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Regular Contributor

How would this apply to Accounts too? Same principle or do we need to manually review those? We use RingLead for de-duping in SFDC and still have a ton of dupe accounts leftover in Hubspot

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Occasional Contributor

The documentation states that "You will not have the option to merge company records if your account is integrated with Salesforce."  but I wonder what would happen if you merged from the SFDC side. Would the losing record become an orphan in HubSpot?

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Esteemed Advisor

That's a good question, @DevonG, and I'm uncertain what the behavior is. I might open a support ticket and link them to this post for context and clarification.

 

Part of the contact merge behavior comes from the uniqueness requirement of an email address, between a HubSpot contact and the Salesforce record it syncs to. That restriction won't exist with accounts, so the same delete behavior may not apply here. 


Brad Mampe, Salesforce Analyst, Fidelity
I'm probably wrong. I may not be right about that.
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Occasional Contributor

 

Re the last question @k_intello @DevonG, when you merge duplicate accounts directly in Salesforce, the losing record in HubSpot will become an orphan, that's right. But...there is a way to solve it 😊

 

Here is an example: 

 

Let's say that we have duplicate accounts in Salesforce and corresponding duplicate companies in HubSpot.

 

SalesforceHubSpot
Acme - Account ID 0011N00001sZkioQACAcme - Salesforce Account ID 0011N00001sZkioQAC
Acme - Account ID 0011N00001sZkQHQA0Acme - Salesforce Account ID 0011N00001sZkQHQA0

 

After you merge in Salesforce, and assuming Acme - Account ID 0011N00001sZkQHQA0 was picked as the master, the Salesforce<>HubSpot sync propagates the changes to HubSpot and removes the Salesforce Account ID from the company that was linked to Salesforce Account ID 0011N00001sZkioQAC because that Account does not exist anymore in Salesforce. This results in an orphaned company, a duplicate not linked to Salesforce.

 

Here is a screenshot showing the companies in HubSpot after the merge in Salesforce.

 

hubspot-dedup-sync-result-1

 

About a way to solve this and deduplicate HubSpot companies without uninstalling the Salesforce integration -- and more generally for deduplicating contacts across Salesforce and HubSpot in bulk without having to go back and forth between the CRMs and check the IDs to make sure the sync is maintained after the merge -- check out a new article we published that explains the nuances and issues that you need to be aware of while merging duplicates across the CRMs: How to Merge Duplicates in HubSpot and Salesforce and Keep them Syncing

 

I'm with Insycle, a Premier HubSpot App Marketplace partner.

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Advisor

This is a big issue on such a grand scale that I see mentioned on posts all over.

Mass amounts of duplicates that need to be cleaned in both databases and not doing it manually in both.  Imagine 2000+ duplicate possibilities x2. Even using duplicate tools in both databases does not guarantee the same records are merging with the same primary. 

No matter how you look at it it's bad all around, either bad data or ALOT of lost manual time.   A lot of folks coming to Hubspot aren't starting with HubSpot and have a lot of backtracking and clean up to do. 

Has anyone found a 3rd party app that does both database at the same time? (Hubspot and Salesforce)?

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