TalkBox uses email addresses and mobile numbers to determine whether contacts are unique. (If someone signs up to a database with two different email addresses, he/she is treated as two unique contacts in TalkBox.)
TalkBox requires a unique email address or mobile number for every contact you create. If you're uploading contacts and TalkBox finds an email or mobile number that already exists in your database, it will overwrite (update) the other fields for that contact. Contacts with postal data only will not be saved.
Working with shared contact details
Some of your members/customers may share email addresses and mobile numbers. This can lead to conflicts and confusion when data is being processed, e.g. one contact may have ‘full’ or ‘active’ membership, while the other is only ‘social’ or ‘resigned’.
If you have contacts who share email addresses or mobile numbers, we recommend a few solutions:
- Ask your contacts if they have a different email address or mobile number they can use
- If you're working with a member management/POS system, you can update the second member so their email address or mobile number is listed in a ‘secondary contact’ or ‘comments’ field. The secondary contact’s details will remain but will not be pushed through to TalkBox.
- Switch your TalkBox account to mirror mode (read on for details).
For integrated accounts
If your TalkBox account has a data integration, data is usually sent from your member-management/POS system to Impact Data, which is then processed and sent to TalkBox. Most TalkBox integrations flow one way, so data/changes are not generally sent back to your member management/POS system.
For these accounts, contacts deleted in TalkBox will be re-added automatically when the integration next runs.
For accounts in mirror mode
If your TalkBox account is in mirror mode, your contact data mirrors your external member data, ensuring your member records are consistent across both platforms.
In mirror mode, TalkBox uses an external member ID provided by your member management system (instead of an email address or mobile number) to identify contacts. This can be beneficial if your system allows members to share contact details.
Mirror mode can be implemented when TalkBox has an integration with your member management system; it's most commonly used with member loyalty and gaming systems.
Click here for more information on mirror mode.