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Hillary Baird
Hi. We use GoHighLevel under a white labeled program and we are having kind of a two-part issue.
First issue: we used to have it set up where duplicate contacts COULD be created using the same PHONE NUMBER as another contact, but NOT the same email address.
The reason this is important is that we are B2B and our prospects often list the main phone line for their organization as their phone number when filling out an information request. If their colleague fills out a request a week later ALSO using the main phone number, we still want the system to create a contact for them in our system
But if someone signs up for the blog using their email address and then fills out an info request a month later (providing the same email address), we DON'T want the system to create a new profile for them - we would just want the additional information they provided to be updated to their original profile that's linked to that email address....recently, something changed and we are no longer able to differentiate between the phone number and email categories. It's basically just like, "do you want to allow duplicate contacts to be created using either the phone number or the email address?" This has kind of forced our hand to allow it whether it's "duplicate" because of the email or because of the phone number, and duplicate contact profiles are getting out of control.
Which leads me to the second issue... Automations. (First, let me say that I'm working off the ASSUMPTION that this is directly related to the recent change allowing for duplicates regardless of whether the existing profile has the same email address. This is an assumption primarily based on the timing of things.)
Now, duplicate profiles are being created ALL. OVER. THE. PLACE.
Example #1: We teach an online course and recently added the participants for the upcoming cohort to the system so they each have a contact profile tagging them with being a course registrant. What this tag is SUPPOSED to do is trigger an automation sequence which includes each participant getting a welcome email and is asked to digitally sign the terms & conditions for the course. Once they do that, they get a tag that they have sign/submitted the terms, which stops them from getting reminder emails about this and moves them to the next stage in the automation sequence. But what's happening NOW is that when the participant signs/submits the terms & conditions, the system generates a DUPLICATE contact for the participant.
Example #2: When someone who's already in our system fills out an information request on the website, it no longer checks to see if someone with that email address is in the system before creating a contact profile...it just creates a contact profile so we now have two.
Literally everything I listed above is SO FRUSTRATING. I don't know what the reason was for changing our level of control over when duplicate contacts are allowed, but I am BEGGING YOU to please change this back to allowing us to differentiate between allowing it for phone numbers vs. email addresses. Please, please, PLEASE. This is causing such a headache and we REALLY don't have time for constant list maintenance at this level. Anything you can do to help wrangle this back to a manageable place would be greatly appreciated.
  • Hillary Baird