Two unrelated records mergedSOLVE
Apr 9, 2018 11:31 AM
We had a new form submission come through and instead of creating a new contact in Hubspot, it added the email address (and all information gathered in the form submission) to an unrelated contact. Is it possible the existing contact forwarded a marketing email to this new person, and they clicked somewhere in the email to our website, and submitted the form? If so, how can we prevent this from continuing to happen? If not, anyone have any other thoughts? They are completely unrelated - one is an entirely new name, the other has been in our database for months.
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Apr 9, 2018 3:26 PM - edited Apr 9, 2018 3:29 PM
Well - the forwarded email would be a relationship, right?
That is a potential explanation. Another would be that the two contacts used the same computer/device to submit the form, or perhaps the same IP address (although in most cases the latter would not be enough to cause the issue).
Short of turning off Cookie Tracking on your form, which would create a new record for every submission, but would also result in the loss of most of the activity tracking data on your website, I don't think you can prevent it
You could create a workflow for yourself to make it easy to watch out for situations like this. Just create a workflow that enrolls every time a Contact Email address is known AND the first conversion date is more than 1 day ago. Allow customers to be re-enrolled everytime the criteria are met. This should re-enroll people every time their email changes. From there, you can send an email to your marketing team to check on the contracts, or add them to a static list that you go back and check on every so often.
If my post resolves your issue, please accept my post as a solution.