Answered

'Lead email identification' toggled on. Not enough to prevent lead duplicates across devices?

  • 12 April 2023
  • 2 replies
  • 51 views
Adrian Love

hey folks 👋

I have this option set in the security settings, with the understanding that it will add identifiers to leads when they click-through on emails.



But! Today I’ve encountered a case where an existing lead ended up with a duplicate record when they clicked-through an email on a different device than the one they initially used to open / interact with that email. 

Am I wrong in my understanding that this setting should serve as a fallback when a lead lands on our site via an email on a different device/without the initial/last cookie for reference?

NB - The page views logged on the duplicate lead show that the URL parameters from the email click were passed-through, so it’s not a case this lead was using a browser setting / extension to strip the tracking IDs.

TIA!
Adrian

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Best answer by Daniel M15 19 April 2023, 16:42

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Daniel M15
Userlevel 2

Hey @Adrian Love! Daniel from Customer Support Engineering here 🔧 

 

It sounds like the feature is not working as intended here. We may need you to send on one of the emails to our team to dig into this, so I have forwarded your issue to our Customer Support team on your behalf. The team will get back to you as soon as they can. Thank you!

Daniel McGovern, Customer Support Engineer @ Intercom
Adrian Love

Hey @Daniel M15 , 

Ok, thanks! Request sent.

Btw, it’d be great if there was something such as an express/expedite link that only worked for the ID’d user.
As an example, such link could be shared by you in this instance to perform the pre-triage. 
 



Would save the hassle of going through the convoluted bot branching options that I experienced when raising this issue via messenger…. such a waste of time 🤦🏻‍♂️


Thanks, 
Adrian

 

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