Multiple alerts sent to reps when merging leads in SFDC

[Anonymous]

We issue alerts to all lead owners when a demo request form is filled out. Lately, our SFDC admins have been merging leads in SFDC and causing these alerts to be re-sent a few weeks after the initial send, causing the reps to think they are requesting another demo. We don't want to change the alerts to only send once, as sometimes some leads do actually request a demo a second time and we want to alert reps. What is another option for these alerts to not be re-issued when lead records are merged?

[Anonymous]

Hi Kelly,

Sounds like your demo request trigger and/or flow are not setup properly. Can you describe them here in detail?

SMART LIST
Trigger: ________
Filter: ________(if applicable)

FLOW
1.
2.
etc.

Thanks!
 

[Anonymous]

Hi Dan -

Our demo program is set up as following:
Smart List: Fills out form: Form Name is Request Demo
Flow: Change Program Status: Website>Converted
Change Data Value: Willing to View Demo is True

Here is how our alerts to sales is set up

Smart List:
Fills out form - form name is (all our active demo forms)
or
Program status is changed - New status is Website>Converted

Flow:
1. Wait 5 minutes
2. Sync Lead to SFDC Using Autoassignment Rules
3. Send Alert - Request a Demo Alert to Lead owner
4. Create Task
 

Schedule: Active - Each lead can run through flow every 1 day(s)

Let me know what you think!  Thanks

[Anonymous]

Hi Kelly,

So when someone fills out the Demo form, both smart campaigns trigger (filling out a demo form qualifies for both). Then when Campaign 1 changes Program Status to "Converted", that would have also triggered Campaign 2 a second time, but because the schedule is set to "run once per day", it does not go off a 2nd time.

Weeks later, when your reps merge leads, here's what's happening:

Lead A: didnt fill out demo form/is not member of program with status "Converted"
Lead B: DID fill out demo form/IS member of program with status "Converted"

Lead B is apparently being merged into Lead A, so Lead A is being "added" to the program at that moment with a status of "Converted."

The solution would be to remove the 2nd trigger from Campaign 2 (program status is changed - new status is converted). That being said, I assume there is a reason you can't remove that trigger. Maybe explain the "why" for that "program status is changed" trigger and we can figure out an alternative that avoids the merge alert issue.