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CRM inactive contacts are re-activated by CD

Each time a recipient opens an email, Click Dimensions tracks this event and if the contact is deactivated in crm, the service user will re-activate the linked crm contact. Although there is some understandable logic behind this we do not want this contact to be reactivated. This is because in our case the deactivation is a result of merging duplicate contacts in CRM using the standard merge function. We exclude inactive contacts from our marketing lists, so the contact would have been active when the email was sent, but then subesequently deactivated in CRM. So the undesired side-effect of this 'intended behavior' is that duplicate contacts are being revived, leading to a loss of data quality.
Please can you add a switch to allow organisations who do not want this to turn-off this functionality to make sure deactivated contacts are not re-activated?
Rajeev Lahkar
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  • Jul 28 2020
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  • Steve Teichert commented
    20 Nov, 2020 06:02am

    I totally agree with this initiative.

    What's really frustrating is when you have merged a whole lot of contacts, and the inactivated merged contacts get re-activated again.

    Please ClickDimensions, change the way you reference a contact. Look at the Email Send record and the associated contact. please don't just use the contact GUID.

    You are probably really passing back (or should be) the Email Send records GUID which will lead you to the correct Active contact record

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