PandaDoc no longer visible in Merged Contact Record

[GSum2]

Since the update to the merge functionality, I can no longer see the PandaDoc on the right-hand side of the merged contact record. Previously, it remained visible there even after a contact was merged. However, the PandaDoc activity is still accessible in the center activity section. 

For reference, I use the contact record from which the PandaDoc was originally sent as the primary record, merging all other records into it.

This wasn’t an issue before the update. The challenge with the status only appearing in the center section is that it requires extra effort to locate. Having it on the right side allowed our team to quickly view the PandaDoc status and open the document with a single click.

Would anyone have a fix for this? Screenshots are attached for reference.

I appreciate your insights and any guidance you can provide!

Before merge functionality was updated

After merge functionality was updated

[HubDoPete · Accepted solution]

Hi Ginger,

Yes unfortunately the updated HubSpot object merge functionality breaks integrations that rely on the HubSpot object ID. I guess you know the update now creates a new object ID.  In the case of PandaDoc classic integration on Contacts and Companies, the HubSpot Object ID (in this case Contact ID) is saved in the PandaDoc Document Metadata when the document is created.  The Classic PandaDoc CRM card displays all PandaDoc documents with a metadata HubSpot object ID that matches the object being viewed.

One potential fix would be to change the PandaDoc Document Metadata to the new Contact ID, but neither the PandaDoc UI nor PandaDoc API supports this. You can view document details using the PandaDoc API, but not change them. Once a PandaDoc document is digitally signed, it cannot be edited anyway.

The fix requires PandaDoc to update its HubSpot integration to display all documents where the Document Metadata HubSpot ID matches the current object ID OR any of its merged IDs. (Merged IDs are saved on the object, for example in the Contact property "Merged Contact IDs" hs_merged_object_ids).

We don't have an estimated date yet from PandaDoc for this fix. I have posted the problem and a recommended solution in the PandaDoc Ideas Forum, Please upvote it here:

Fix PandaDoc HubSpot integration to match update HubSpot Object Merge - Jan 2025

best, Pete.

[HubDoPete · Accepted solution]

Hi Ginger,

Yes unfortunately the updated HubSpot object merge functionality breaks integrations that rely on the HubSpot object ID. I guess you know the update now creates a new object ID.  In the case of PandaDoc classic integration on Contacts and Companies, the HubSpot Object ID (in this case Contact ID) is saved in the PandaDoc Document Metadata when the document is created.  The Classic PandaDoc CRM card displays all PandaDoc documents with a metadata HubSpot object ID that matches the object being viewed.

One potential fix would be to change the PandaDoc Document Metadata to the new Contact ID, but neither the PandaDoc UI nor PandaDoc API supports this. You can view document details using the PandaDoc API, but not change them. Once a PandaDoc document is digitally signed, it cannot be edited anyway.

The fix requires PandaDoc to update its HubSpot integration to display all documents where the Document Metadata HubSpot ID matches the current object ID OR any of its merged IDs. (Merged IDs are saved on the object, for example in the Contact property "Merged Contact IDs" hs_merged_object_ids).

We don't have an estimated date yet from PandaDoc for this fix. I have posted the problem and a recommended solution in the PandaDoc Ideas Forum, Please upvote it here:

Fix PandaDoc HubSpot integration to match update HubSpot Object Merge - Jan 2025

best, Pete.

[BérangèreL]

Hi @GSum2 and welcome, we are delighted to have you here! 🎉

Thank you for asking the HubSpot Community!

I'd love to put you in touch with some of our Top Experts and Community Members: Hi @pashairshad, @Humashankar, @istlaurent, @PascG, @himanshurauthan, @HubDoPete and @CDean are you experiencing the same as @GSum2 when merging contacts? Do you have workarounds or suggestions to help @GSum2, please?

Also @GSum2, thanks for the valuable feedback, I have shared it internally.

Have a fantastic day and thanks so much for your insights! ❤️

Best,
Bérangère

[CDean · Accepted solution]

Hello,

Yes, I believe this is still an issue. I reported it before both on the HubSpot side and the PandaDocs side.

https://community.hubspot.com/t5/CRM/PandaDoc-Deal-Deduplication-Breakage/td-p/801178

On the PandaDoc side, they added it as a suggestion that got 1 upvote.

https://pandadoc.uservoice.com/forums/926629-ideas-to-improve-pandadoc/suggestions/46728640-hubspot-...

It is worth noting that the connection is entirely on PandaDocs side.

For my needs, I moved accounts and needed to reconnect thousands of files. I used the API on PandaDocs to get the ID connections and the API for HubSpot to get the Company that they are connected to.  Then, after the migration, I did a new scan of the HubSpot Company ID.  Finally, I updated all of the PandaDocs connection IDs to the new HubSpot Company.

I hope this is helpful.

[HubDoPete]

Well done Cary, that's a great use of the PandaDoc API to reconnect.

Were you reconnecting to the Deal? That is possible via API https://developers.pandadoc.com/reference/link-service

The PandaDoc HubSpot document association mechanism for Contact and Company is the object ID embedded in Document metadata. This can't be modified by PandaDoc API. So there are at least two potential fixes PandaDoc could apply:

1. Enhance the association mechanism to be in addition to the PandaDoc and HubSpot objects, to Add Contact and Deal (and maybe Tickets too would be nice) as per this API call https://developers.pandadoc.com/reference/link-service

(Upvote here)

2. Or adapt the CRM card to include merged IDs when filtering for documents to display on a Contact or Company. (Upvote here)

best

Pete

[CDean]

In my particular case, I reconnected to Deals mostly, yes. I assumed it should work for any object that a PandaDoc can connect to. If that is not the case, then I am not sure I have a solution.

I think that HubSpot could also resolve this issue by making merged objects retain the ID of the object being merged into instead of creating a brand new object.

[BérangèreL]

Hi @CDean, @GSum2, thanks for your feedback and patience.

I wanted to get back to you on this.

Our Team has been contacting Pandadoc for you and, for information, Pandadoc is currently investigating the matter.

It seems that there are others partners experiencing this issue as well.

Thanks,
Bérangère