Facebook Instant Forms Leads through Zapier not working

API Q&A
1

We’ve been trying to move leads from Facebook Instant Forms to Keap through Zapier. The integration is set up directly on Facebook (using Keap By Zapier). We’re able to connect our Zapier and Keap just fine, and the information does move forward.

The action we’re choosing is “Create or Update Contact”. Ideally, just “Create Contact” would be better, but that option doesn’t exist for us during the setup. Additionally, we are giving the contact a new tag to know they came from the Instant Form.

Our main issue is that the integration seems to keep writing new information on top of the same Keap contact, over and over again. ie. When testing the action, it’s using the newest lead acquired through the instant form. It seems that this new lead’s information is already overriding an existing Keap contact’s info. For example, we can see old tags and previously sent emails even though we know this new lead did not exist in our Keap records before.

Another issue we have is that we cannot match the First Name and Last Name fields. The available instant form field is just Full Name, and we’re having to match it with the First Name field. So it updates the contact’s first name with the new lead’s full name, and if the original contact had a last name, it shows there as well (another indicator of the integration just writing over an existing contact).

When choosing a field for “Checking for duplicates”, we’ve tested both the Email Only-option (not using the instant form fields), and the Email straight from the instant form fields.

Other fields we’ve matched are Meta Lead ID (Keap) with Lead ID (instant form), Phone Number 1 (Keap) with Phone Number (instant form).

Does anyone have any previous experience or possible solutions for this issue?

2

Hey Anna,

For the first name, last name issue you will need to use a Formatter Zapier action and split the text into two parts. Here is a quick tutorial I found on how to do that (easier than me trying to explain!) https://support.thinkific.com/hc/en-us/articles/360033733494-Zapier-Separate-First-and-Last-Name-from-Full-Name

In regards to “Create or Update Contact” this is because Zapier will look to see if the contact already exists first and will only create it if the contact does not (this is so you don’t get duplicate contacts). This is a good thing, though in your case you know these should all be new contacts so you are feeling you don’t need the extra check. it doesn’t hurt you to have it, so just leave it be.

And this is also why you are getting the same Keap contact being overwritten during your TESTING because you are using the same info over and over again.

For your field matching, I don’t know what the “Meta Lead ID” is. Is that a custom field you created in Keap? As long as it is NOT the regular contact ID for the contact, then that should be fine. When checking for duplicates you should be checking based on the email sent from your instant form. I think this could be your problem if you are saying even when NOT testing, you are getting all of the new info overwriting the same contact. Since Keap uses the email address as it’s way to check for duplicate contacts, if you are sending the SAME email address every time, it will think it’s the same contact and will overwrite all the other fields (like name) with the new info that is being sent.

Hope something in there helps. :slight_smile:

Jaime