The multi-entity feature in Aloware's HubSpot integration simplifies the management of contacts that share the same phone number. By consolidating these records into a single entity in Aloware, users gain a clear and unified communication log, ensuring seamless CRM and telephony synchronization.
What does multi-entity feature do?
The multi-entity feature eliminates the confusion caused by duplicate contacts in HubSpot by consolidating them into one multi-entity contact in Aloware. This ensures:
Unified communication logs - all calls and SMS activities are synchronized with all HubSpot contacts sharing the same phone number.
Primary contact prioritization - the oldest HubSpot contact by creation date (referred to as the "primary contact") is designated as the main contact for updates and interactions.
Data accuracy - only the primary contact is updated by Aloware, while other duplicate contacts remain unaffected.
This feature enhances productivity for agents by providing a consolidated view of interactions, improving CRM efficiency.
How does the multi-entity feature work?
Here’s a breakdown of how Aloware manages contacts and activities with the multi-entity feature:
Identifying duplicates
A duplicate occurs when multiple HubSpot contacts share the same phone number.
Aloware consolidates these duplicates into a multi-entity contact with the following characteristics:
The primary contact is the first HubSpot record created, and Aloware prioritizes it when handling updates. If duplicate contacts have different owners or lead statuses, Aloware gives precedence to the primary contact. Updates to the owner and lead status in Aloware apply only to the primary contact, while non-primary contacts remain unaffected.
Non-primary contacts are grouped into the multi-entity structure but retain their integration cards for reference.
Syncing contacts
Existing phone numbers - if a phone number is already synced with HubSpot, activities (calls and SMS) are logged under the existing contact.
New phone numbers - if an unknown phone number interacts with Aloware, a new contact is created in HubSpot, following configuration rules.
New phone number is added to the contact in HubSpot
New phone number is synced to Aloware
Communication logging
Calls and SMS - Aloware always uses the primary HubSpot contact for calls and messages, and all communication logs are saved under it. If you attempt to call or message a secondary HubSpot contact, the HubSpot Dialer and Messenger automatically redirect to the primary contact, and no logs are saved for the secondary contact.
Additional phone numbers - any added phone numbers to HubSpot contacts create new Aloware contacts while maintaining links to the original multi-entity.
Merging and deleting contacts
Merging contacts in HubSpot - combines duplicate records, removes integration cards for deleted contacts, and aggregates phone numbers under the remaining contact.
Deleting contacts - deleting the primary contact in HubSpot promotes the next in queue (by creation date) as the new primary contact.
Deleting the primary contact in HubSpot
The former primary contact stays in the record, but the primary contact is set to the next contact in queue.
Step-by-step guide to setup and use
Setup requirements
Enable integration - ensure the Aloware-HubSpot integration is active.
Two-way sync - enable two-way synchronization for real-time updates.
Integration settings - if the "don't update contact information" option is disabled, Aloware will update contact details, and multi-entity contacts will be displayed accordingly.
How to use the multi-entity feature
Check for duplicate contacts
Log in to your Aloware account and access the contacts tab.
Look for contacts with multiple integration cards or the message: “See all matches”.
Manage primary contact
In Aloware, the primary contact is determined based on the oldest HubSpot contact (sorted by creation date). This contact is considered the default primary contact in the system.
Important notes:
Only the primary contact reflects changes to contact information, ownership, or lead status.
Updates made in HubSpot will sync exclusively with the primary contact in Aloware.
Contacts are sorted in HubSpot by creation date, and the oldest contact is automatically set as the primary contact in Aloware.
Sync activities
All call and SMS activities are logged automatically across HubSpot contacts with the same phone number.
Primary contact's activities recorded in HubSpot
Matched contact's activities recorded in HubSpot
Multi-contact's activities are recorded under the primary contact in Aloware Talk
Merge or delete records
Use HubSpot’s contact merge feature to consolidate records. This removes integration cards for duplicates and combines data.
If the primary contact is deleted in HubSpot:
The next contact in line (based on creation date) is automatically promoted as the new primary contact in Aloware Talk. This ensures seamless continuity in syncing and activity logging.
Key features and benefits
For admins
Streamlined data management - automate the handling of duplicates, reducing manual effort.
Centralized communication logs - access a single source of truth for call and message histories.
For agents
Improved efficiency - view consolidated interaction history for a streamlined workflow.
Reduced confusion - avoid redundant calls or messages to the same number across multiple records.
Configuration overview
No additional setup required - once the integration is enabled, the multi-entity feature works automatically.
Default rules
The primary contact is determined by the oldest HubSpot record.
Non-primary contacts retain integration cards in Aloware but are not updated directly.