New contact incorrectly linked to existing contact
Hi,
I've just had a new customer contact us using the contact us form on our site. They also opened a live chat.
For some reason, this new customer's information has been automatically linked by Hubspot with an existing contact - who is a completely different person.
Hubspot is saying that the existing contact 'updated their info', but the new contact is completely different!
Please help explain why this has happened and tell me how I can unlink the two records and create a new record for the new customer.
Is there a chance that the first contact forwarded an email to another contact? HubSpot creates individual tracking URLs in marketing emails for the recipient. If the second contact access your site and subsequently chat through the link forwarded from the first contact, HubSpot might incorrectly associate the activity of the second contact with the record of the first.
Best regards!
Karsten Köhler HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer
Hard to tell then, unfortunately, without being able to explore in your portal. It might be a bug. If you are on a paid subscription, I'd recommend taking this to HubSpot support again.
Best regards!
Karsten Köhler HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer