Employees fill in contact form for customers

[TJelsma]

Hi all!

I have a problem with the forms on my website. Currently, we have non-hubspot registration form on our website. But in addition, we also have some forms on the website that allow customers to buy our product from the website. The problem is now that sometimes (well actually quite often) our sales reps help the customer to buy or register on the website. So, they log in with the customer credentials and fill in the forms. Now when this happens the HubSpot tracking code picks up the ip from the sales rep and changes the wrong contact in our database. I tried to exclude the ip from the system however sometimes the sales rep work from different locations because they are on the move all the time. Also I have deselected the 'Allow tracked events to update contact properties' button, but this did not work, unfortunately.

Does anybody experienced the same problem and found a solution for this? 
Let me know! 

All the best,
Tjalling 

[karstenkoehler · Accepted solution]

Hi @TJelsma,

For HubSpot forms, this can be prevented by enabling the 'Always create new contact' setting in the Options tab of the HubSpot forms editor.

If you're not using a HubSpot form for this yet, I'd recommend creating one for this purpose.

Keep in mind that sales reps cannot provide the consent in the form consent notice on behalf of someone else, as far as I know. This might be a legal gray area.

Best regards!

[TJelsma]

Hi Karsten, 

Thanks for your answer! Much appreciated.
I just spoke to the IT guys and they told me it is not possible to make it a Hubspot Form since the form also feeds our backup server. Also, some of our forms are connected with a marketplace which complicates the whole situation. 

Isn't there another solution? For example, placing the tracking script only in GTM? And feed Hubspot via GTM? Or does this not work? Curious to hear your expert view on this. 

Thanks in advance

[Ben_M · Accepted solution]

Do you have a GDPR setup where your reps could decline the Hubspot cookies so that they are not tracked?

Also if this is a non-hubspot form re-posting to Hubspot, what exactly is being pushed from the custom form to Hubspot? That should be customizable from your development end, or you could ask to setup a form outside of the process for reps to use in these cases.

[karstenkoehler · Accepted solution]

Hi @TJelsma,

For HubSpot forms, this can be prevented by enabling the 'Always create new contact' setting in the Options tab of the HubSpot forms editor.

If you're not using a HubSpot form for this yet, I'd recommend creating one for this purpose.

Keep in mind that sales reps cannot provide the consent in the form consent notice on behalf of someone else, as far as I know. This might be a legal gray area.

Best regards!