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Webhook creating new leads instead of updating existing ones

Question asked by Jesse Andrew on Jul 9, 2018
Latest reply on Jul 9, 2018 by Sanford Whiteman

We recently purchased a data cleansing and enrichment solution to help clean our Marketo database and get updated data for our records. We're using their webhook to essentially cross-check our database's information with theirs and update the lead record if there's new information. For the most part, it works fine, but when the webhook/solution partner finds an updated email address (either new nomenclature or at a new company [e.g. our database has joe.smith@acme.com, theirs has jsmith@acme.com), Marketo creates a new lead via the info pulled from the webhook, instead of updating the exiting record. Is this normal behaviour from Marketo, or is it something controlled by the webhook/solution partner? I brought it up with them and they're looking into it, but figured I'd reach out to the community to see if anyone had any ideas or thoughts. Ideally, we'd like to just update the pre-existing record, as keeping the old record and creating a new one leaves us with bad data in our database, and more duplicates.

 

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