Custom Survey

[01150]

Hi Team, I have created a custom survey which needs to be send out to client via LINK (it includes 4-5 feedback submission properties).

Whenever a client submits a response it creates a new contact and gets auto- associated with it. Is there a way to avoid the automatic association and associate with an existing contact in the system?

[karstenkoehler]

Hi @01150,

Does your custom survey include an email field? From what you're saying it sounds like it doesn't and you'd have to add one.

HubSpot deduplicates contacts by email. Without an email field, each submission creates a new contact. With an email field, HubSpot stores the submission under the contact record with the provided email address.

Best regards!

[01150]

Hey Karsten,

Thank you for your response!
Does it mean that if I include a contact email field then whenever a contact submits a response with mentioning A email then it would be autoassociated with the respective contact. Am I correct?

For example :  I resurvey the same Contact, here he mentions his secondary email B in the form while responding what will happen in that scenario?

[karstenkoehler]

Hi @01150,

That's correct – if an email already exists in the CRM, the feedback will be logged to that record. If that email does not exist yet, a new contact record will be created – even if it's another email address from the same contact.

Best regards!

[01150]

Karsten,

I just tested it at my end and it doesn't work that way. Once a contact is stored with an email address in the first attempt, then irrespective of whatever email he inputs in the form next time (while resurveying) the details still gets autoassociated with the initial email address only and do not create another contact in hubspot.

Please check and confirm!

[karstenkoehler · Accepted solution]

Hi @01150,

That is likely because you tested from the same browser. If a contact accepts HubSpot cookies, HubSpot can determine that this is the same person and will update the contact record in its place.

For regular forms, this behavior can be deactivated, for custom surveys this option does not seem to exist.

Let me know if that answers the question for you!

Best regards!

[01150]

Seems like. Once I will start surveying the clients I would be able to know more what works and what not! Anyway, thanks a lot for your help today. 

Really appreciate it!!!

[01150]

Karsten, 

Another quick question I have for you is : 

Whenever a contact is responding and I see them as a "Unknown contact" in submissions. How do I associate the response with an existing contact in the system?

[JBoston9]

I also have the same "Unknown Contact" Problem. We have our own sign in on our website, once the user is signed in, i want to be able to associate that users email address with the user filling in the survey but it doesn't detect it properly. This is happening with live users not with just me testing in a browser.