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Email Contact collection problem, name is not updating

Phillip Villarosa

I have a problem with our website’s VideoAsk. Whenever I entered a specific email with different name, it is getting a different name when I check the entries. Not sure why is this happening. Need help to fix this.

 

example:
when I use this email noemail@noemail.com with name “Itzel Test chat”, it will always reflect “Jessica” on the backend results.

 

I think it gets the previous data with the same email but different name. Also I already deleted that “Jessica” with same email on the backend results.

Best answer by Grace

Hey @Phillip Villarosa sorry for the delayed reply, somehow your message ended up in spam 🙈

I believe it’s because VideoAsk is recognising the email address being previously related to another name and the email is prioritized over the name. 

Are you just testing? In theory you shouldn’t have the same email linked to multiple names in your contacts but let me know what you’re trying to do and we can investigate further.

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    3 replies

    Grace
    Community Team
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    • Grace
    • Community Advocate
    • 2681 replies
    • Answer
    • August 14, 2023

    Hey @Phillip Villarosa sorry for the delayed reply, somehow your message ended up in spam 🙈

    I believe it’s because VideoAsk is recognising the email address being previously related to another name and the email is prioritized over the name. 

    Are you just testing? In theory you shouldn’t have the same email linked to multiple names in your contacts but let me know what you’re trying to do and we can investigate further.

    If cauliflower can become pizza, you my friend can do anything
    Phillip Villarosa

    Hi @Grace ,

     

    Thank you for your response. Our client is actually doing the test and we already told them how it happened, and also told them that there’s a low chance that scenario would happen with their potential leads/clients.

    Grace
    1 person likes this
    • Grace
      Grace
    Grace
    Community Team
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    • Grace
    • Community Advocate
    • 2681 replies
    • August 15, 2023

    Thanks for confirming @Phillip Villarosa hope it all goes well for your client, let us know if there’s anything else we can help with 😊

    If cauliflower can become pizza, you my friend can do anything

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