Salesforce Lead convert into Contact with different Email

[SMoughan]

Hi, anyone seen this before?

Salesforce Contact mapped to HS Contact with Email email1@company.com

Salesforce Lead mapped to HS Contact with Email email2@company.com

In Salesforce, convert Lead with email2@company.com into existing Salesforce Contact with email1@company.com

In HS, BOTH Contacts still exist and both are Salesforce Deleted = No.  

In HS, BOTH Contacts now point to SF Contact with email1@company.com

HS then updates the email address on the SF Contact with email1@company.com, changing it to email2@company.com

Shouldn't HS have deleted the HS Contact with email2@company.com or at least marked it Salesforce Deleted = Yes?

[LaurenRyan]

1. Is Salesforce Deleted a mapped property in your Field Mappings? A lot of properties are created in HubSpot when the integration is installed but they're not actually mapped.

2. Are your settings set to deleted HubSpot Contacts when Leads are Deleted in Salesforce? I wouldn't recommend this setting do this - but if it's set to "Do nothing" that's why it wasn't deleted.

[SMoughan]

Thank you, @LaurenRyan ! 

1. I don't see Salesforce Deleted in the field mappings BUT as you can see in the attached, HS Property "Deleted" is mapped to SF Property "IsDeleted".  Should I remap the SF Property "IsDeleted" to the HS Property "Salesforce Deleted"?

2. Yes, the settings are set to delete the HS Contact on delete of the SF Lead or the SF Contact.  I'm not sure if that's supposed to actually delete the HS Contact or just set the HS Property "IsDeleted" to True but in our case it is not doing either. 

[LaurenRyan · Accepted solution]

The mapping you have here is a custom mapping, not one set by the integration, so I'd change the mapping to Salesforce Deleted and remove this custom mapping.

Without looking into your instance, I'm not going to be able to diagnose this one exactly.

My suspicion is that the records were not in sync at the time of merging. Either there was a sync error or they were mapping to a different record at the time so the deletion didn't compute.

Happy to help if you'd like to schedule a consult!

[PamCotton]

Hello @SMoughan thank you for posting in our Community!

It appears there may be a synchronization issue between HubSpot and Salesforce (more information here). Check the synchronization settings, field mapping, and integration logs for errors. Also, I would recommend reviewing any workflow automation in HubSpot that might affect contact deletion or updates.

To our top experts, @Ben_M, @TomM2, @Aakar have you had this happening with you? Any recommendations?

Thank you,

Pam 

[SMoughan]

Thanks, Pam.  I don't see any mapping issues, automations or sync errors that would be causing this. Will probably see if HS Support has any ideas.  Appreciate you replying! 

Sarah 

[TomM2]

I'd tag in @LaurenRyan for this, I don't have a huge amount of familiarity with the SFDC connector! 

[SMoughan]

Thanks, Tom.

Sarah