Cometly automatically merges contacts when the pixel detects that they are the same person. For example, if an individual uses one email on one form and another email on a different form, Cometly merges the two entries into a single contact. While this feature helps maintain accurate and consolidated data, there are instances where contacts may merge incorrectly. This guide outlines the common causes and solutions for these scenarios.
Common Causes of Incorrect Contact Merging
1. Manual Data Entry on Pages with the Cometly Pixel Installed
If your internal processes involve manually entering data on forms where the Cometly Pixel is installed, this can cause unintended contact merging. The pixel identifies activity as coming from the same individual, even when it’s not.
Solution:
Avoid manual data entry on pages with the Cometly Pixel installed.
To continue manual data entry without issues, duplicate the page and ensure the duplicate page does not have the Cometly Pixel installed. Use the duplicate page exclusively for internal processes.
2. Improper Pixel Placement for SaaS Companies
SaaS companies often encounter issues when the Cometly Pixel is installed across all pages of their app, especially if they have functionality for inviting team members. When a user enters another email address (e.g., to invite a colleague), Cometly may merge the user’s profile with the newly entered email address.
Solution:
Install the Cometly Pixel only on your marketing site, including your blog, academy, and similar pages.
Within your app, limit pixel placement to login and registration pages.
Avoid placing the pixel on all app pages to prevent unintended merging during team member invitations or other similar actions.
3. Duplicate comet_token Usage in Event Data
Each contact tracked by Cometly should have a unique comet_token. If the same comet_token is used for multiple contacts, they will be merged into a single profile.
Solution:
Regularly review the Events Log to verify that the comet_token is unique for each contact.
Update your integration to ensure that the comet_token is never reused across different contacts.
Best Practices for Preventing Incorrect Merging
Audit Pixel Placement: Periodically review where the Cometly Pixel is installed to ensure it aligns with your use case and internal processes.
Educate Your Team: Inform team members about the importance of avoiding manual data entry on pages with the pixel installed.
Monitor the Events Log: Check for anomalies or duplicate comet_token usage and address them promptly.
Segregate Internal Tools: Use separate, pixel-free pages for internal processes like manual data entry or team member invitations.
By following these recommendations, you can prevent incorrect contact merging and maintain accurate data in Cometly. If you continue to experience issues, please reach out to our support team at support@cometly.com for further assistance.