Merge rules
Flowforce matches existing leads by email first, then phone. A match merges activity into the existing record instead of creating a duplicate.
- Form submissions — visitor accepts consent; merge when email or phone matches
- CSV import — preview shows likely merges before you confirm
- Manual add — duplicate warning when contact info matches
After a merge
- Timeline shows a **Submitted [form]** or import activity on the existing lead
- Assignee and cadence automations run per form or ingest rules
- Filter Leads by **Form** to find merged submissions
When to create new anyway
- Different person sharing a household phone — use judgment; update phone or create with distinct email
- Test submissions — use a sandbox workspace or test assignee
Common issues
- Submission succeeded but no new lead — merged into existing; check assignee's leads
- Wrong lead merged — contact support with submission time and form name