1 Reply Latest reply on Aug 3, 2018 12:46 PM by Sanford Whiteman

    Email Update Form - How to ensure current email address is placed in the form when they update their email address so that the new email address doesn't come in as a new lead

    Danielle Chan

      Hi Friends,

       

      I am working to fix an issue I'm experiencing on this form http://forms1.ieee.org/2018-testing_Email-Update-LP-Updated-2.html.

       

      Reason for form: when a lead comes in with a personal email address, they are entered in a nurture campaign that sends them an email prompting them to update their email address to their work email address.

       

      Note: we do have pre-fill enabled so that the Previous Email Address field is enabled, however, this doesn't work when browser cookies are disabled.

       

      Issue:

      When a lead who has their browser cookies disabled comes in and fills out this form, they need to know the current email address on their Marketo record. We are noticing often times that people are entering email addresses that do not exist in our Marketo database and so Marketo is creating a new lead record for the email address and then we have their new email address but lose visibility into what form/activity history originally existed with this person. Because the old email address is on a different marketo record.

       

      Any ideas on how to combat this issue?

       

      Thanks in advance!