Read this page as a quick path: scan the headings, use the step blocks, and escalate if the expected result does not happen.
Need help applying this to your account?
Contact support and we will keep this article attached to your request.
When Referral Factory sends a new lead or referrer to Intercom, it checks whether a contact with the same email address already exists. You can configure how duplicates are handled.
Duplicate handling options
Under “How to handle duplicate users” in the Intercom integration settings, you’ll see two options:
- If the contact already exists in Intercom, do nothing, do not update the contact in Intercom — The existing contact is left untouched. No data is sent.
- If the contact already exists in Intercom, then update the contact that already exists in Intercom to mark them as referred — The existing contact is updated with referral information from Referral Factory.
Which should I choose?
- Choose do nothing if you don’t want referral activity to modify existing Intercom records. This is the safer option if you’re unsure.
- Choose update the existing contact if you want Intercom to reflect that an existing contact was referred, even if they were already in your system.