It might be helpful for our customers to switch to a system for form submissions that deduplicates/updates existing properties on contact records via a matching email address, rather than a matching cookie.
Right now, HubSpot deduplicates contacts from form submissions by looking for an existing contact record based on matching cookie. In this instance, is a cookie matches but a new email address is submitted, the existing email address and all other values submitted will be appended rather than creating a new contact. I've seen this cause issues in two scenarios:
1. With HubSpot forms, there is a setting to Always create contact for new email address. This setting ignores the existing cookies when a new email address is submitted, and creates a new contact. However, turning this setting on leads to a scenario where we cannot use Progressive fields or prepopulate form fields with known values. It would be helpful to be able to deduplicate contacts based off email address in this scenario because while the existing cookie might display different form fields to the user, customers may prefer creating new contacts with new information rather than appending existing records with wrong information.
2. With non-HubSpot forms, there is not a setting to "Always create contact for new email address." In this instance, the only recourse I have found to stop HubSpot from appending existing records based on matching cookie is to stop utilizing HubSpot cookies entirely, or to enter from an incognito window. If deduplication/updating existing records was done based on email address submitted, customers would have more control in this scenario.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.