To merge, or not to merge...?SOLVE
Jan 26, 2021 4:36 AM
I've recently had an ex-customer contact me, having left their previous firm late last year. As my inbox is integrated, HubSpot has set up a new record for him under his new firm, which is all good.
The question is: do I merge in the data from his previous record under his previous firm, and old email address. This record is currently still sat in our CRM and opted out of email...
I've come across this before, and can't remember what I opted to do. Interested to hear community consensus!
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Jan 26, 2021 1:17 PM
Does the new contact record have all of the same information about the customer? I.e. first name, last name, phone number and more?
If so, I personally don't think I would merge them - it's not possible to unmerge contacts in HubSpot, so I think i'd leave it just to be safe!
Jan 29, 2021 5:28 AM
I'd recommend not merging these contacts. The old contact record is likely associated with information and activity specifically with that contact's role in the old company.
I'd update the old contact record accordingly (Lifecycle stage is Other, Lead status is Left company) and keep the new record that was created through the inbox. If there is any information that can be carried over, I'd update these fields manually.
To avoid confusion, I'd pin a note on the new record, including a link to the old record and vice versa.
Hope this helps!
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