A: Upsales only adds a form submission to an existing company when it finds exactly one company that matches. If it finds none, or more than one, it creates a new company. The most common reasons are:
- The company exists more than once in Upsales. If the DUNS number, Company Data Hub ID, company name or organisation number matches several companies, Upsales doesn't pick one, so the contact doesn't end up on the wrong company.
- The contact used an email domain that no one else at the company uses. Upsales matches on email domain by looking at the email addresses of the contacts already on the company, not the company's website. For example, anna@acme-group.com won't match a company where all contacts have @acme.com.
- The company name is spelled differently. The company name has to match exactly.
Read more about the matching in How form submissions are matched in Upsales.
Why did an existing customer show up as a lead?
A company created from a form always gets the journey status Lead, and so does the contact. This means that automations for leads, for example assigning a user when a lead reaches a certain marketing score, can run for the contact even if the real company is a customer.
How to avoid it
- Merge duplicate companies, so each company only exists once.
- If a company uses several email domains, make sure there is at least one contact on the company with each domain.
- Use the company suggestions in your form's company field, so the company is matched on its DUNS number or Company Data Hub ID.