New Customer Question

We first type in the organization and populate an existing contact, then we change the customer name, title and email address. We used to be able to do this with no issue, now it seems like we are writing over existing contacts instead of creating new contacts under the same organization. Like I said we do not always get prompted with the popup.

You will want to make sure you are not selecting from the organization drop down an old contact that is listed for that organization name. If you see a drop down with an existing contact, you can click away from the drop down to then enter the new contact information.

Sorry, I'm a bit confused. Are you saying we cannot auto-populate the organization information (like the full name and address) We have to retype in the information each time?

If you are entering the same customer information, you can select from the drop down. But if you are changing this information (name, address, email, phone, etc) you will receive a prompt advising to either update the contact or create new profile.

Yes, I know this but we are not always receiving the prompt.. That is my issue.

Are you able to provide a lead example where you were not prompted? We can take a look.

Sure! I created a demo lead because I did not want to effect any of our current leads. You can check out

#53612185 I selected the first contact I had for this organization and then changed the Name and Email address like I would normally do. I did not receive the prompt, it just automatically auto-saved.

The moment I begin typing new contact information for the email address and name I am receiving the following popup:

This is not popping up for you after making changes?

It is not.. It only prompts this some of the time. It is not consistent.

I should add that this seems to happen more when I'm creating a new contact instead of revising an existing lead. In your example it seems like you updated the existing lead. If that helps.

If you are creating a new contact and haven't saved before making the changes, this could be the reason you are not receiving the notification. If you are able to provide a video of how you are creating these contacts for new leads and when you are expecting the alert to occur, that may help us better understand what is happening and how to assist.

Hello, I'm trying to figure out how to create a video, but in the meantime I just had this issue happen again with Lead:

#53659907

The Organization was already in our system with an old contact. I deleted the old contact and pasted the new contacts name and email address and the popup did not happen. It automatically auto-saved so we lost the previous contact info because this new information overwrote it..

Thank you for this new example. I am having our developers take a look.

If possible, are you able to provide a video or an exact step by step of your process when updating a contact?

Our developers were also able to get the warning to display when updating a contact aside from when a number is changed. It does display the warning when a name is changed or email is changed.

Our developers would like to know if there is something differently that is being done that is not triggering the warnings.

Sorry to leave you hanging! I will try to create a video as soon as I can figure out how to, if that is the only way you can help.

Thank you. I can then have the developers take a look and advise.

Just did it again for our lead:

#53922345

If you are unable to provide a video example of this occurring, can you provide exact step by step instructions of what you are doing when creating a lead and updating the contact information?

To rule out any outside issues, our developers would like to know what browser and OS you are using when making these changes.

If you are unable to provide a video, a step by step list of everything you are doing in order would be helpful. With this information we can try to reproduce the issue.