Overview

This flow shows how submissions from Captello are processed, deduplicated, and synced to your CRM. Each step in the flow plays a critical role in ensuring data accuracy and proper automation.

CRM Sync Diagram

The following chart shows the data flow from submission to CRM:

ULC CRM Sync Diagram

Understanding the Submission to CRM Flow

1. Form data is submitted

2. Captello checks if the submitted email address already exists in the system.

• If a match is found (if a duplicate is submitted): The system applies the defined merge rules to update the existing record.

• If no match is found: A new submission is created, and a new prospect record is generated.

Callout: The Identifier can also be set to a name from the form’s properties

1. If a duplicate is submitted

1. The form follows duplicate management rules

The following actions can be configured under:
Form Settings > Properties > Duplicate Management

• Accept – The submission is accepted as a new record.

• Merge – Merge logic is applied based on field-level settings.

• Edit – The submission is open for manual review/edit.

Merge Settings

When an existing prospect is found, field-level merge settings determine how incoming data is applied. The available options are:

• Override – Replaces the existing field value.

• Append – Adds the new data to the existing field value.

• Update if Empty – Updates the field only if it is currently empty.

2. In case of submission, while duplicate action is set to merge

The form follows field merge settings are configured under:
Events > Capture > Form Settings > Duplicate Management & Merge Rules

Open

Submission Date Handling

Submission date values are processed according to the behavior selected in the form configuration:

• Override – Replaces the previous submission data.

• Append – Doesn’t change the submission data.

   

3. Value is recorded from the submission data to the prospect’s profile

The form follows the following field settings (set per form field):

• Override – Overwrites the existing value.

• Merge – Combines the new value with the existing one.

• Update if Empty – Updates the field only if it is currently blank.

Once mapped values are processed, they are saved to the prospect profile in Captello.

4. Captello checks whether a new submission has been created.

• If a new submission is created: The system triggers the Action (Submission).

• If an existing submission is updated: The system triggers the Action (Submission Updated). For example, if the form is set to ‘Merge’ and the same prospect was submitted twice.

5. CRM Sync

Data flows from the prospect fields to the CRM connector.