Tips for logging replies for customer using different email addresses

[KevinTGD]

Hi all

Just starting to fully exploit Hubspot and wondered if anyone has tips for logging replies from customers who reply from different email addresses as in the following use case simple example

1. email "CUSTOMER EMAIL1" sent from company Hubspot account to an existing customer CUSTOMER EXAMPLE1 record with email address customer1@yahoo.com
2. customer replies to CUSTOMER EMAIL1 from customer_one@gmail.com
3. new record is created for customer_one@gmail.com - agents adds name details CUSTOMER EXAMPLE_ONE or even with same CUSTOMER EXAMPLE1
4. CUSTOMER EXAMPLE_ONE is potentially enrolled into existing workflow(s)/sequence(s) potentially receiving duplicated info, having new properties set etc etc

Obviously the easy-ish answer is that the agents need to monitor for such cases, add any additional email addresses to the original record and remove subsequently create records.

However, I would appreciate any tips that I'm not yet seeing to minimise the duplication of customers.

TIA

[MFrankJohnson · Accepted solution]

>>"Obviously the easy-ish answer is that the agents need to monitor for such cases, add any additional email addresses to the original record and remove subsequently create records."

Better to merge the records. Still a manual process, but much better than losing potentially valuable activity timeline data by 'removing' (deleting) records!
- see Merge contacts

Just a thought.

Best,
Frank

Chief HubSpot Consultant

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MFrankJohnson.com | Perfect HubSpot Series | Connect on LinkedIn

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