HubSpot Deduplication with Koalify

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Welcome to another session of the HubSpot admins hug where you can come and learn and share and get more information so that you can do your job properly. If this is your first hug welcome, welcome, welcome. Very glad to have you. Let us know how long you've been using HubSpot in the chat. So this is your admin Hug resource page. You can go here. It's got all of the links that I share, any of the content, any of the resources that I can give you, they're going to go on here. So your events are right here listed. All of the sessions for the next couple weeks are here. We will be loading in 2026. We've got sessions here that are great for you. We've got the show and Tell coming up and I do have on the calendar that no Hug meetup weeks so so you can get those on your calendar. Take that hour for yourself. If you've already got this blocked out for the hug, you've got that hour back in your time. All right, so we've got event recordings. If you've missed a session, that's okay. You can come here, catch up on all of the sessions that you've missed, put those on your listening. You don't have to watch them, you can go back and just listen to them or you can turn them and go slower speed, which I know if you're listening to me you definitely need to do. We've got a wonderful LinkedIn group that you can go and check out. I try to put resources in there all the time. We've got HUG members putting all kinds of great information in there. Make sure you're connecting, engaging. Those are your people right there. So go ahead and make sure that it's on your day. We also have this space on the HubSpot community. You can go there, check out those additional resources, make sure you're finding those connections and asking questions that you have. That's a great resource Even in non HubSpot admins are in there. So the we've got a lot of connections that you can get answers to your questions. This show and Tell is coming up. If you haven't submitted your session request to join the session, do that. We are going to be doing these once a quarter so I'm going to need you guys to put in your session and your ideas into that form and let me know what are the amazing things that you're doing with HubSpot and share because who knows, like you may be up on the next HubSpot admin hug the Super Admin Bootcamp is full for fall, but they are looking and exploring the winter registrations. They're going to open on December 22, so keep an eye on that. If Bevy is giving you any issues like it did me this morning, just turn it off, turn it back on again. Refresh. Make sure you're using Chrome. Check out all of these resources and let us know in the chat if you're still having issues. We have these hugs every single week. That means I need ideas from you. I get to hear all kinds of great submissions on this. Sure you're putting those in and if you don't let me know, then I'm going to pick people that I want to come talk to you and give all those amazing resources. Please connect with myself, connect with Kyle, connect with your fellow admins. They're a great resource to have. You have all of these amazing people at your disposal who are sharing amazing, wonderful things. They know what's up and it is to your benefit to make sure you're connecting with them. We're going to have a great session. We've got Jonas here from Qualify and he's going to share all about HubSpot deduplication. Take it away, Jonas.

Yep, thank you for that introduction, Veda. Let me just share my screen here and the slideshow. Yes. So I'm going to do a deep dive into HubSpot deduplication today. First, quick intro about me before we dive into the demos and about Qualify, the company I work for. So I'm based in Belgium, hence the accent. I'm a proud dad of two girls, two little koalas. They're amazing but challenging at the same time. I love sports, like skiing and a variation of sports. That's why I tried triathlon and I also like a variation in my work. So that's why I like being in operations as you get to deal with different departments like sales, marketing, success, service. So I have a background in a SaaS company. I worked here for seven years. I was VP of Data Operations. At the end we were acquired. I started Freelab for B2B SaaS companies setting up data infrastructures and very often HubSpot integrations. And then I co founded Qualify, which is the combination of SaaS and HubSpot. And I'm a data nerd and it's a data problem that we're challenging or tackling with. Qualify. Qualify, what is it? It's a little app. It was born two years ago in Belgium as well. It lives only inside of HubSpot and it's really shaped by the community. So we started developing the product with a real small MDP 2 years ago and we build it based on the feedback some of the people that are here today. So shout out to all of you, what does it do? Qualify? What's the role? It's a simple app that helps you simplify deduplication within your HubSpot portal. It works with any of your HubSpot licenses and it makes it easy to detect and merge duplicates effectively. But more on that later on when we demo the product and also HubSpot's native functionalities. So what's the agenda for today? First we're going to introduce the topic a little bit. What are the pains? What are the causes? How can you prevent it? And then we're really going to dive deep into duplicate detection. I will demo the native functionalities and qualify functionalities. We're going to merge some records manually and in bulk and we're also going to look at the merge behavior. How can you control how an actual merge happens within your apps portal? We'll end up with some extra time for Q and A and A discussion, but I will also have some time in between ease of each of these topics for your questions. So you can ask specific questions about deduplication or duplicate detection in the first part, ideally about actual merging in the second part and then the last part about customizing your merge behavior. So that's it. That's the agenda. Let's dive into it. What is the problem? I don't know if you recognize this, but what happens very often is you create multiple contacts. You assign those multiple duplicate contacts to different owners and then the owners are frustrated because the same person, the same contact as assigned to different owners because you have a duplicate record and they're annoyed because the other rep is working on the same record. What else? Confusion in your team, but also with your clients because you might reach out to a client or a prospect and they say, hey, but your colleague already reached out to you, to me last week and you don't know because that information is not on the contact record that you're looking at, but on the other duplicated company. So very frustrating for your prospect and for yourself. Or even worse, if you have duplicated records where one is actually already a customer and you created a duplicate for that customer and you reach out as if they were a prospect. So you try to sell them something, you send them offers or discounts, but they're already a customer, so that's very poor customer experience. And then last what impacts all of us as we are creating reports like you might have reports on your leads target or in the number of contacts or companies that you generated. But then at the end of the month you do a cleanup of your duplicates and suddenly the numbers start dropping because if you merge, you reduce the number of records and you don't reach your targets. Try explaining that to your management team. So those are some of the frustrations that you probably all experienced while dealing with HubSpot and especially duplicates. They impact what's most important for me is like the customer experience, but it also undermines your sales and customer service efforts as they're just duplicated. What are then some of the most common causes? If we look at the number of duplicates, it's very often related to imports and integrations because a vast majority of records are creating through imports are created via imports or integrations. But also manual data entry can be a cause and form submissions, especially if you have a high volume of inbound leads on your website, they just use another email address and a new duplicate contact is created. So what's done? Very often the reason is that HubSpot is using those email addresses or company domains as unique identifiers. And if you enter data within the system through one of those systems and you have either a missing email or an inconsistent email or an inconsistent company domain, then you will automatically create duplicate records. So what can you do to prevent that? You can try to be or to provide email addresses and company domains when you enter data within the system. You could also create new custom properties that need to be unique. That's a setting when you create a property value and you can use those to uniquely import or add data to your HubSpot portal. So common use case is if you have an app, for example, you have a user id, you can use that user ID of your app to make sure that your records are deduplicated based on that user id. Or for company registration numbers or Social Security numbers, any unique property that you have on your contacts or companies can be used. But I talked to HubSpot product manager last week and he just reassured me you always have duplicates in your HubSpot account and any CRM, it's just inevitable. That's why HubSpot also provides some native functionalities to tackle those duplicates. I get asked very often like, why do you solve for duplicates then? Well, HubSpot is of course a platform with nearly 300,000 clients and some customers just need greater customization, more flexibility and more control on the duplicate management. And that's exactly where Qualify comes in. More on that later. When we actually duplicate when you actually demo the products. So that's the introduction. Now the interesting part is of course demoing both the native functionalities and qualifies functionalities. So I'll always focus on one specific area. I will start with duplicate detection, then we'll go into merging and then we'll go into the actual merge behavior. So what happens with your properties etc. When you merge? So if you look into duplicate detection, HubSpot offers a copy couple of native functionalities. This is where I'll share my screen and demo those native functionalities. So first of all you should almost all have access to these Manage duplicates in your data quality section. So if you go to Data quality you have a tab Manage Duplicates where you get an overview of all the duplicates that HubSpot detects using the default built in AI based machine learning based duplicate detection algorithm. This takes into account a specific set of contacts and company properties and will flag them according to that algorithm. You can check the properties in the knowledge base, they will flag them and highlight them here in this overview. So this is accessible to nearly all customers. What's new is HubSpot is also offering custom rules now which is embedded. I created one as an example where the first name, the last name and the phone number needs to match exactly and then they will be highlighted here as a second option within your duplicate management section. So if I go to Manage Rules and I click here, I can specify up to three properties that are used within that specific rule and the matches need to be exact. So this is the or these are the native functionalities for the duplicate detection. Then I'll head over to Qualify's detection methods. First of all, we were always rule based so you can set specific rules in your Qualify account to detect duplicates in your portal. So if I go to my settings page of qualify within your HubSpot account as well, I can edit my duplicate rules and I can define criteria that are used to mark my duplicates. So this gives you full control over which records qualify the texts and marks as duplicates in your HubSpot account. So if I open an example, I have a duplicate rule for first name, last name and phone number matches where I selected each of these properties and they would match across two contacts in order for us to flag them as potential inputs. This is pretty straightforward example. Qualify also gives you like a very a lot of flexibility. You can exclude certain suggestions, you can do cross references this is an example where I cross reference the mobile phone with the phone number I can exclude suggestions. When you have an integration like Salesforce or any other platform that is integrated, and if you have two different records that are coming from the platform that each have their own Salesforce, contact ID or user ID from your platform, you can set that those property values need to can't be different. So either they are matching or they're unknown. Then we'll flag them as a duplicate of each other. But if they're different, so if they're unique records in your other system, then you can avoid treating them as duplicates because you want to retain them as their unique records in your other system. Integration. Next, you can also avoid flagging duplicates based on specific properties. Like you want to handle your customers differently or your partners. You can exclude that based on your duplicate rules. Then one more extra is you can also do close matches using fuzzy rules. So with the native functionalities it needs to be exact matches. Our fuzzy rules give you the option to do close matches. So your company names, for example, don't need to match exactly. But one can have limited and the other one doesn't have limited will still mark them as duplicates. Same for the phone numbers. Your phone numbers don't need to be formatted exactly the same. They don't need to have a country code. As long as the last nine digits match. We will highlight them as potential duplicates of each other, so giving you more control over which records are flagged as potential duplicates. Then when you set these and when your duplicates are detected, we mark them using properties in your account so you can head over to your contacts and you can use the automatically created qualify properties to create a view of all your duplicates, contacts or companies. So in this case I applied a filter. Show me all the qualify all the records where the qualified number of duplicates is greater than zero and only show the ones that meet the first name, last name and phone number criteria. There you can see an example. Jake Nolan. Same first name, same last name, same phone number, but just not formatted the same. We will highlight this as a potential duplicates. The qualified duplicates rule will be first name, last name, phone number. So basically the criteria that is used to detect them, how many duplicates did we find for this record and which record would be the primary when you do bulk merges? More on the primary records later. Okay, and then of course these are the properties. You can use them everywhere in your portal. So you can also create a report of all your Duplicates to see when they were created, through which sources, etc. So you can use the qualified custom properties as any other property in your portal to create lists, views, segments as I need to call them now and enroll them in workflows as well. So going to pause here for a second as there were a lot of questions, but this is specifically about duplicate detection. First, the native functionalities, two options and then qualify uses properties with rules that you can customize. Are there any questions in the Q and A? Yeah.

Can you show one more time how to get to this last screen you were looking at? Looks like Valerie didn't catch it.

The last screen as in the reports.

Or the before the reports where you were looking? Yeah. Where you pulled the. And you were pulling them different formulas.

Yeah. So great question. So this is just my contact view where I'm using the qualified properties in the columns and where I'm using the qualify properties and the filters. And so this way I get a specific view where I only show the duplicate contacts that were identified. Using this specific rule that you can create or edit yourself, can you back.

One to the actual rule setup?

Yeah. Okay. And then the rule setup lives in your connected apps. And if you would go to your qualified connected apps, you have this general settings page. And the first two options that we just discussed were the duplicate rules. The first one gives you the option to create multiple rules. And if I open one example again, first name, last name, phone number. Yeah, this is how you create and edit rules to flag your duplicates.

Perfect. There are a lot of questions so I'm going to touch a couple and then we can keep, we can move to the next section and then we'll bounce back. What is a qualified primary duplicate? Exactly?

Yeah, great question. We will look into it in a couple of minutes as well, but I'll already share it. So when you do merges, you always merge into the primary records. By default you will retain the property values of that primary records. So at the qualify primary rules you will define of those two duplicates, which one will become the primary. So in this case I have two versions of Jake Nolan and the first one is false, is not the primary duplicate, but the second one is the primary duplicate. So according to our settings, which I will discuss in a minute, this would be the record. So the second record would be the record that we would merge into for contact is important as this will be the main email address after your merge. So if you would send marketing emails after you've merged, you would send it to the email address of this record that is marked as true.

Gotcha. Let's see, there's a lot of questions. Can you use a combination of unique property of the company record and the email address?

You can use any property that is available on the specific object. So if I go to my rules and I would click here, add a filter, all of the property values of that object are available. So if you already have it as a property, you can use it. If you want to use property values of associated records, most of our clients create a synced properties property. Like for example, what a lot of our clients do who want to deduplicate deals. They want to check if a contact or company is associated to the same deal. They will create an associated or an sync property for the associated contact and then use that as a property value to dedupe deals. That's maybe a lot of a bit too much detail, but feel free to reach out afterwards. I can help you make sure that you can use nearly every possible property or association.

Perfect. I see some additional questions coming in the chat. If you guys can put those over in the Q and A. I'm going to suggest Jonas keeps moving because I know he's got a lot more to share with you guys and I want to make sure we get through that and then we'll get through as many questions as we can.

Yep, I just saw one small question in the chat on the custom objects. So yes, you can use this for any custom object as well. You would just click here. And if you have custom objects available in your portal, you can then select a custom object like I did this here for a house custom object, for example, can be a listing, can be actually any custom object. It would work exactly the same way as for the contacts which we're demoing now. Okay, cool. So that's duplicate edition. We'll cover more questions later on. Now let's zoom in on the actual merging because you have them detected now, you want to get rid of them, right? First I'm going to show you the native functionalities again and then compare them with what qualify offers. So if you jump to the native functionalities, I'm going to show HubSpot's default model here. I can manually review these duplicates here, review and then merge them on the go. So I can select the property values and then merge and review and go to the next one, etc. So that's one way you can also do this from the contact record itself. So if I would open this specific contact records and view the record in a New tab. These are the native functionalities again should be accessible to nearly all clients. And here on the left hand side I can click on Merge actions Merge and then I would need to search for Edgar and then you have the options to select the property values same way as we did before in the duplicate management solution. So that's the first option to do it manually one by one. Advantage is you get a lot of control over the property values you're very certain because you reviewed them one by one. But as you can see it's pretty time consuming and it's a lot of clicks. Then the next option is if you have DataHub Pro you could already select up to 50 duplicates at once and then click review and just merge them at once. The disadvantage here is that it's yeah, you're not always certain that these are exact matches, so very often you want to check them before you do bulk merge all of these and you can only do 50 at a time. Then the latest new functionality that is being introduced natively but only for datahub Pro and it's currently in beta, is the auto merging. So if you would go to your settings you have there an auto merge setting and if two or three property values match you can toggle this on and then HubSpot will automatically merge. If those two property values match, watch out, be careful, merging can't be undone. So yeah, be careful with this beta functionality here. But those are the native functionalities. So three options manually, one by one, bulk merge up to 50 and then the auto merge which is currently in beta Now I look into qualifies functionalities. There are two options. You can also do manual merges because I don't believe that we're able to merge all duplicates at once automatically. Sometimes you don't have enough context or data points in to be 100% certain that it's a duplicate. Like you can have multiple John Smiths, you would very often need an extra data point in order to safely merge them. So that's why we also have a manual option to merge and next to that there is a bulk merge or auto merge available through your workflows first. If you look at the manual merges you could already see it on this example that I highlighted. So HubSpot detected these, but qualify also detected this and will flag them on a CRM card on the right hand side of your records, which makes it much quicker for especially customer facing reps to see, hey, there's an other contact with the same name and the same phone number. I might want to review that contact and decide to merge this on the go. So you can just click on Merchant current records confirm and then the record will be merged and we won't find. We just have resolved one duplicate. So that's one. It's also manual, but it helps you distribute your work within the team and it can help you tackle those edge cases like multiple John Smiths, where you want to do a manual review first. But of course the big bulk part you want to do automatically, you want to implement that and automate it to workflow. So how does qualify work or how does the qualify workflow action work? If you have qualify installed, we will add a workflow action to your account. So then you can just click on the plus sign, you can search for qualify and you can pick or merge duplicate records. Workflow action. When a contact or a company or any other record will hit this workflow action, it will be merged. Merged into its primary duplicate id. So we have all the information here to do the merge in the correct way. And you're able to review all of this information here in your contacts or companies overview page before you enroll them into the workflow. So you get to see, okay, this Jake Nolan is false. It will be merged into this one that is labeled as true. Okay, so that's how the workflow action works. Pretty straightforward. Everything is already set in the properties. So what's then? The most important thing that you need to set in your workflows is the criteria to enroll them. So which records do you want to automatically merge or in bulk? This is set in your enrollment triggers as you would do with any workflow. And most of our clients use the qualified duplicate rules. So basically, the criteria that you can set and edit yourself to flag duplicates is available as a property label here. And I can select any criteria. I can select multiple criteria. In this case, what would happen is if a contact has the same first name, last name and LinkedIn URL, I'm 99% sure that it's the same contact. It probably just has a different email address and I'm going to automatically merge it through the work for action. Small side note, we always merge the non primaries into their primary counterparts. So that's why only the non primaries need to be enrolled into the workflow. But that's more of a beauty thingy. It's not essential then, because this is a workflow, you can of course leverage the native functionalities of HubSpot's workflow, right? So it can branch. In this case, I just created A simple branch, if I'm the owner, I don't want to automatically merge it. I just want to send a notification to myself like hey, there is a duplicates created. You might want to review this. So this way you can inform your colleagues. Whenever there is like a first name, last name duplicates like a John Smith created, give a notification to the owner, review the duplicates. But whenever there is a certain duplicate, you probably just want to automatically merge them and then it will go this way of the branch where if I'm not the owner, I'm good. Just merge automatically to the workflow. So that's how the workflow works. Then some extras. You of course have the workflows. You can see the performance, how many records were enrolled, the action logs you can debug. Why was someone enrolled? Why was someone not enrolled? Why was it merged? Why was it not merged? All of this is available here. You can see the enrollment history and then enrollment details. And if you would look into a single record that was added to the workflow. Yeah, I see the redirect. So that was a merge. You would see that Susan was enrolled into the workflow. She completed the workflow and then was merged. So you get all of this information to understand what happens within your app Spot portal. Cool. So that's it. Those were the different options on how you can merge the records that were flagged either natively or with qualify. Any questions here?

Lots of questions. Good questions though. Let's see. Let me find the most recent one. Let's see. Taylor says though the qualified merge tools can. Through the qualify merge tools. Can you choose if you want to grab a property to copy into the primary?

Yes, that's exactly the next part. So we'll cover that in a minute. It's coming up.

Can you manually adjust the ID that shows in the primary ID property? If you want to change the primary record for the merge.

I wouldn't recommend doing that because we update it right away. So a better way would to include an extra criteria in your primary rules where you flag I know is primary. Yes, and then put it on top of your primary rules to make sure that if you flag it as a yes primary that it's always becoming the primary. So yes, you can manipulate it manually, but don't do it directly into our properties. Create a custom property and include that custom property in your primary rules. I'll show you in a minute how you can do that as well.

Perfect. Why don't you go right ahead into that? Yeah, there's a lot of questions okay.

We'Ll get to the questions later on as well. The last part of the demo is then indeed, how do you control the actual merging? How do you control which record becomes the primary? How do you control or specify which property values are retained? There are some options available natively and again in HubSpot, I will first cover the native functionalities and then zoom in what's available within Qualify. Before we dive in, just want to highlight this knowledge base article. If you merge, normally the property values of the primary record are retained during a merge. So therefore setting the primary value of your merge is important, especially for contacts, as that's the email address that you will use after your merges. So in HubSpot there are two different ways. So if I do my bulk merges here or to the auto merge that is in beta, you get five options to decide which one is the primary record during a merge. So here you have those five criteria. They're very simple, straightforward. You either select the oldest engagement, most recent engagement, first created, last graded and most recently updated. It's pretty strict, pretty limited, but those are the native functionalities for the primary records. Then of course, if you do single merges or just one by one merges, you get full control over the property values that you want to retain. So here you can switch to the other company name, for example, or the company, other company, or the other mobile phone number. And that way you have the manual option. Sorry about this, I'll close this, but you've seen this. So these are the native functionalities which lets you manually decide which records to keep. So then if you compare this with our native functionalities or with qualified functionalities, we give you rules to decide which records becomes the primary. And we give you a rule to decide for each property value which value you would like to retain, in case you don't want to retain the property value of the primary record. I will give some examples here. So if I head over to my settings page, we're going to cover the third option first, which is the primary rules. I can create custom primary rules where this works as a waterfall and I would first check the first criteria, then the second criteria, et cetera, to decide which record wins or becomes the primary. Based on this example, I would like to prioritize records that are synced via Salesforce and that have a Salesforce contact id. Again, this can be any user id and this is what we very often see with our clients. If you're syncing data to another platform, you have a user id, you want to have that Property as the primary. In case both records don't have a salesforce contact id, then check if those records have an email. If both records have an email, go to the next criteria which would be like in our default settings, the email hard bounce reason. And then we would pick the records that is not hard bounced or that doesn't have an email hard bounce reason. If they don't. If they both don't have an email hard bounce reason, go to the next next, etc. So that's. That way you get a very glamorous option to define who becomes the primary contact when you would merge and when you've said all of this, you can review if this is exactly what you want in the overview of your contacts or companies. You just add in the properties that are used in those primary duplicates rules and you can review if that's the behavior that you would like. Okay, so these are the primary rules and then the last option is the merge rule. So this was one of the questions. The primary rules, if you're looking at contacts, think about the email address, which is the main email address that I want to retain. And then if you have certain property values that you care about and that you would like to retain in another way or that you want to specify differently, you can do that using merge rules. So what this offers you is the option for each property value to create a rule on how that property value should be retained when merging. These are some common examples is multi select fields like the buying rule where HubSpot will natively only retain the property value of your primary record, but your secondary record might have another buying role and qualify will give you the option to append those values and to retain both options or multiple options. If it's a multi select field, and this can of course work for any multi select field. We see this very often when you have segmentation properties, for example, you can also. This is one of the questions, pick a specific property value that needs to win over other property values or that needs to be retained over another property value value that's also possible. So you just create this, pick the SNE off and then you pick the options that are available there. Like the owner would be a good example here. If you want to retain specific contact or company owners over others, then what we also see very often is you have custom source properties, custom UTM dimensions that you're using. You have first and last. When you would do the merge, the default merge would retain all the property values of the primary record. But that's not always the last updated or the first updated. So we give you the option to specifically retain the first updated first source property values and then the last updated last source or lost dates or any custom property that you have. So again, full control over each property value when you're merging. That's it in terms of controlling the merge behavior. So HubSpot's native functionalities mainly focus on setting the primary records where you have the option to also manually select property values when you're manually merging one by one. Qualify gives you the option to have very much control over which one becomes the primary to our primary rules. And then for each property value, you decide which property value is retained. This is important only applicable to the merges that are happening via Qualify, but also bulk merges. So you also get the full control for all the bulk mergers that you're doing. So not as that's more scalable than the one on one solution which comes natively with appspot.

You are getting so much love.

In the chat.

Jerry says oh my God, this is spectacular. Send me the pro price. I have six freelancers, 5,000 dudes right now.

This will solve everything.

So, so awesome.

Awesome. Thanks Jerry. Don't hesitate to reach out. Happy to help. I will Share pricing. Pricing is available on the website. It's based on the number of records within your HubSpot portal. It ranges from $100 per year to thousands depending on the size of your portal. Yeah. Okay then before we get into the Q and A, this is a question that I get very often I give you with compare functionalities or when should we pick native? When should we pick qualify? So HubSpot definitely has some good native functionalities for simple deduplication of contacts and companies. There's some bulk and automated options coming in DataHub Pro that are currently in beta. What's then the added value of Qualify is that we give you more granular control for more advanced deduplication, not only on contacts and companies, but also deals, tickets and custom objects. And the bulk merges are not. You don't have to have Data, Hub Pro or Enterprise. The bulk merges are available to all portals with at least a workflow access. So Marketing Pro, Sales Pro. Yeah, all sufficient to do the bulk merges. That's very short summary, but if you have complex use cases that can't be solved, that's where we come in. Cool. Thank you for the feedback for all of the questions. Yeah, looking forward to answer more of them. In terms of next steps before we jump into the Q and A, you can try Qualify for free in your HubSpot account. It's always for free in Sandbox and Demo account, so go ahead, play around with it. I'm HubSpot Admin. I want to try before I buy I want to test my use case. So go ahead and do that. Please give us feedback. There's a 20% discount code for HubSpot admin that are attending here. So we have a checkout via Stripe. This is the discount code. It's available until the end of the month. That's not that long. That's one of the good things. It doesn't take a lot of time to set this up. In a couple of hours you're usually able to set this up and start using qualify in your HubSpot portal and then reach out if you need any help. I love interacting with the community and solving duplicates for other clients, so reach out by email. My LinkedIn. You have my meeting link here as well. Feel free to book some time with me directly. Cool. And now time for extra Q and A.

So many Q and A. So if you haven't gotten a chance to go over and put your question in there, do that right now. I'm going to give you a couple seconds. I will resort it as soon as I see that numbers are changing, so make sure you're upvoting the ones that are already there that ask the questions that you are looking to get answered because we have quite a few and not that much time left. Jonas, thank you for sharing the link and the special offer just for the HubSpot admin community. I really appreciate that. I know my goal with the admin hug is to provide the resources that admins need to do their job amazingly so I appreciate that you're sharing that resource with us. All right. Hopefully I have babbled long enough to give you guys some time to get that sorted.

All right, thank you for the suggestion. It's our first time experimenting with this gum, so yeah, curious to see.

Get you some good feedback here. Let's see. Ashley says with 14 of votes, what is the best way to use Qualify to handle franchise or corporate locations that share a single domain or website?

Big question. That's a great question and very often a difficult use case. I'm going to zoom in to our duplicate rules. What we would need in those cases are property values to distinguish those unique locations or those franchises. I just had a demo earlier today and that was exactly the same question I got. So what I showed as an example is if you have the street address or the unique ID or any information that clarifies that you can use to distinguish your companies from each other, that can be used in duplicate rules. And that way even if the company name matches across those different franchises, and even if the domains matches across those different franchises, if one of these other properties is different, then we won't suggest it as a duplicate. And that's again where the context and the properties are so important. You need to have that information on your companies in order just to know that there are different locations or different entities. So that's my question. My response on that question there.

Taylor adds some more information in the chat. They use a parent company ID for HQ and then a child company ID for the various locations. So that'd be great for to check on and see if it's matching.

Yep.

All right, let's see. We got a bunch of votes coming back in. Maybe you can pull up your summary slide for this. I think is a pretty good answer and then people can take a quick screenshot. How is qualified different than OpsHub and the dedupe tools? I think this is a good summary of why you would use one over the other or how you could use them both together.

Yeah. In short, the Ops hub has some automated merges coming in beta and has the option to create duplicate rules now, but they're just more limited than what we had. That's one of the main reasons. Just the granularity and the control over how your merges happen. Sure.

All right. I know this is a big problem. I'm going to read it nice and slow because it's a very long question. Karen asks is there a best practice for managing duplicates in an industry where people move between companies often we want to be able to track and see this movement. For example, email address worked at first company but is another email address is that is not an mql. I don't want to lose their first company information, but I don't want to duplicate either.

Could you maybe specify that question a bit like there are multiple options? If Karen wants to explain a bit more but there are different options. What I generally recommend I actually have a blog article on if people leave is merge them, make sure that the new email address becomes the primary email address and keep the association with the previous company and set a previous company association. I'll try to find if I can get the blog article. I don't know if that answers the question.

So more so use an association label to keep the connection but not necessarily remove the not remove the association but keep it because it's going to keep some of that property history on there when you merge it.

Yeah. So you would have in this case, like imagine that I've worked for HubSpot. This is what it would look like. And see the print screenshot in the blog article where I would create a custom label where HubSpot would be my previous company and then my primary company would be the company where I'm currently working at and my email address would be of course the new email address and then the secondary email address, which you probably can remove because it's not used anymore, would be the email address of my previous company. But that way you get all the history still on that same contact and you still have the full information of that contact and all the emails that you sent, even if it was at their previous company on the same contact and you know what the previous company was with the association label. That's my general recommendation. But as in any operations or HubSpot thing, it depends on your specific use case. Yeah, there's a full blog article. I'll share it in the.

Janetta got the link in the chat already. Gotcha.

Okay, thank you.

And I'll make sure that these are on the the YouTube recording as well. Yep. Let's see more. Lisa says with 12 votes, can you reject duplicates with Qualify? For example, if I want users to monitor for duplicates to in the contact sidebar and merge as necessary. If qualify identifies something that my user reviews and decides is not a duplicate, can they dismiss the duplicate identification somehow so they don't review that contact for the duplicate again next time they're on the record?

Yeah, great question. I didn't mention that, but that's indeed also possible. So in the duplicate cards you get to reject the duplicates and this really rejects the duplicate and it will never suggest them anymore as duplicates. So I can do that here. Yeah, so there you can see that I have one rejected duplicates for that contact. And because this is really rule based, we set that ID and that ID are not duplicates of each other anymore. So don't suggest it as a duplicate, which is not always the case with the native functionalities.

Perfect.

Yep.

Let's see. Adam wants to know if we have a contact that has two different email addresses and each email is listed as a contact. So you're. Are you Adam, maybe you can clarify. You're talking about additional email addresses like is coalified checking the additional email addresses field.

Yeah, not sure about that question.

We'll give Adam a chance to answer in the chat.

Yep. Okay.

Or if anyone else has has some color they want to add to that. Let's see.

Sorry, a common related question is or clarification is that the subscription types are linked to your email addresses. And like when you do merges and you merge two contacts with two different email addresses into each other, you will have the primary email address as the primary for your marketing communication. But you won't lose the secondary email address that will be listed as a secondary email. And also the subscription types for each of those email addresses will still be retained as they're tied to the email and not necessarily to the contact. And if you would switch the primary, you would change the subscription types for that contact to the other primary. If people want to go in more detail there, don't hesitate to reach out.

That's a really good point of distinction that it's tied to the email, not necessarily the contact.

Okay.

All right, let's see we get more information.

Yeah.

Adam, so how could you keep both email addresses? If a contact has two emails, can you merge them?

Yeah, yeah. Okay, I'll show it here as an example. Yeah. So if they both have a unique email address that will still be retained after the merge. So I have two different email addresses here. I will merge the records. I will refresh the page to see the new object that is created. That's also important. Every merge creates a new object ID. That's a new feature HubSpot rolled out since the beginning of this year. That's sometimes annoying for integrations but we were hoping that they would gonna enable unmerging as you create a new record ID. So you still have the old record IDs of the old record but that's not available yet. So on the email question I've merged them. I can now see the two email addresses if I click on details. If I click on the emails. Yeah then I get to see that one is the primary and the other one is the additional email. So if you do marketing send marketing emails, that's going to be sent to the primary email. The additional email addresses can still be used for one on one emails. Like sales emails that you sent are going to be locked and tracked on this contact and then on the subscriptions. So you'll see the subscription types of your primary record here on the marketing subscriptions and then the one to one for the secondary email. But if I would change this show it would change here, make this one the primary. Then you would see that this changes to the subscription types of the Mills address. So that's how Subscription types are linked to emails and you don't lose emails when you're merging. Perfect.

All right, we've got some a lot more questions. Let's see, are we going to discuss if HubSpot fixes a duplicate, how it transfers to Salesforce? We can talk about Salesforce, but go ahead.

Wait, where is the question exactly? I forgot to mention that Qualify is able to merge companies when Salesforce is integrated as well. So that's natively not possible. Also not through integrations, but we've built soft merge functionality. So whenever you're integrated with Salesforce, you can still merge companies in Qualify. I don't know if that answers the exact question. Let me see.

You can let us know in the chat if that answers the question fully for you. Let me resort. You guys keep uploading stuff. Okay, let's see. Any suggestions for B2C companies and identifying duplicates? We have a lot of people that use multiple emails to take advantage of promos or forgot they use email for newsletters. So I think we kind of covered that with the blog article and then what you shared. But.

Only additions I can make is again you would ideally capture them in your duplicate rules and if you have more data points of those records, like if you're Capturing phone numbers IDs like anything else that can be used to uniquely identify them that will make it easier to say with a high certainty. Like these two B2C contacts might have a different email, but they share the same phone number or they submitted a form from the same IP city which is also an interesting one to use. Then merge them or create a rule for those specific criteria. So try to capture one extra property that you can use next to just first name, last name to detect them with a high accuracy.

Is there anything that you want to add to a contact having two different owners? I know you said you can have the multiple waterfall rules. Is there anything you want to add to that?

For owners we see different scenarios. Some clients don't want to merge whenever there is a different owner. So what you can do then you can just introduce the owner property property and then you can switch it to matches property or is unknown. And again what this will do is this will flag duplicates if they both have the same owner if one has an owner and the other one doesn't have an owner. If they both don't have an owner all still be flagged but you will avoid duplicate suggestions when there's different owners. So that's one use case that we see often. If you still want to flag Them even though they're different, you can decide which records becomes the preference primary based on the owner. So if you have a certain owner that you want to prioritize as the primary record, you can include that in here. If you don't want that to influence your primary record, because that's important for your email addresses, you can also go to your merge rules and specify like whatever way you're merging, if the contact owner is, I don't know is any of the Jonas, then pick this contact owner over the other value. So those are three different options, three cases that we see across our clients on how to deal with different owners on duplicate records.

Love that.

All right.

What if you need to reach your contacts by different contact methods? Primary and secondary email addresses merging makes this difficult. Is there a better way? So I guess taking the fact that there's primary and secondary email addresses out of the equation, is there another. Is there a better way to be able to do that?

If you want to send marketing emails, then you might want to consider associating the contacts with each other. So if you don't want to merge them and if you want to keep them separate. Separate even though they're the same person, then I would recommend associating them because that way if they're associated, we would also not suggest them as duplicates for each other. So you have an association between two contacts, they're not considered as duplicates. And that way you retain the two different versions and the two different email addresses for communication. Especially for email communication.

Okay, Ricardo asked a good question. Can we auto merge based on fuzzy percentage?

No, that's not possible because our fuzzy rules are more are trimming. So it doesn't give a likelihood. It's really trimming that we do. And therefore we still have a 100% match. The main reason is because we do everything in like real time. And that way. Yeah, it's just faster to do it rule based than with confidence levels.

Okay, let's see. I'm going to read Erica's. I think you answered this. I'm just going to read it anyway for the behavior section. Any suggestions for dealing with the updated HubSpot merge behavior that creates a new record ID when two records are merged instead of using the primary records ID. For those of us with integrations, this has caused major issues. When the integration relied on the record id.

Yep, that's a great question. Something that we. There are a couple of ways to solve it. Try to build the integration on the internal IDs of your integration. So if you're integrating with your platform. Your platform will have an account ID, for example, that will be synced into HubSpot and even if you merge, that account ID will still be the same. So instead of using the record ID of HubSpot records in the integration, use the unique value of your of the source that you're integrating. That's one option. And then the other option is using webhooks or following up on records that were merged and processed that to the integration. So you Update the record IDs when records are merged in your integration. Those are the two main ways. It's a good reminder we were planning on creating some content for that. I'll try to prioritize it with my colleague because we're also syncing data into HubSpot and we're doing something similar. So reach out to me directly and I will make sure that we have a blog article in the coming weeks.

Love that. That's great. Let's see. Could you use the workflow to also create a note with information that you overwrote? So for the properties that are filled out for each record, can you identify that?

That's currently not possible. No, but you when. Whenever something is merged, you can see that in the property history of records. So you don't have it as a note, but it's still tracked on those contact records. Let me show an example. Yeah, yeah, this is a good one. So I had these two different company or two different names from different records. Then after the merge they retained one specific property value. But I still have the values of the records that were previously merged into this record. So I have the history that is still available. Not as a note, but you can always check what were the property values of the records that were merged into this one in your history of your properties?

Perfect. I'm going to do one more question and then we can share the link and the promo code again. That way anyone who missed it can grab it. Can you control the merge based on whether the property value was updated from an external source or internally created or updated source?

Can you repeat that question?

Can you control the merge based on whether the property value was updated from an external source or internally created or updated? So if it was updated by an app versus directly in HubSpot, it would.

Need to be a property. So if it's not available as a property value, then we can't use it. But if you're able to derive that or to put that into property on your records, just to know if one record was populated to an integration and the other natively within HubSpot. Then we could use that extra custom property in one of our rules to decide, for example, make sure that that one becomes the primary. I'm not sure if that answers the question exactly.

I think the first part of your sentence definitely did. Like, if it's not a property, you. You can't really do it.

But the workaround would be to create a property. Yeah.

As admins do, we find that we find the workarounds to get the job done. I think I'm going to wrap it up there. I'm going to share the session feedback again so that if you have any additional questions. I know Jeanette put the promo code again. Jeanette input the promo code in the session, chat with the code. Just remember that's only good until the end of the month. Jonas, thank you so much for coming and sharing all of this. I know it's something that I deal with a lot, so I wanted to make sure that the admins here had access to all of that information as well. I appreciate you sharing that coupon code for them. We will see you all next Tuesday. Have a great week.

Thanks. Thanks for having me.

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