Every time a Survey response is sent by a contact, a duplicate record gets added under Contacts instead of updating the existing record. Why?

This may be so if you have not selected the appropriate Action Type while mapping CRM records with Survey questions.

Zoho CRM integration with Zoho Survey enables the automatic update of CRM records with Survey responses. If you want the records to be updated automatically, you must map CRM records with Survey questions before sending out the Survey to your contacts.

See also: Automatically Update CRM Records with Survey Responses

After mapping the questions, you must also select the appropriate option for Action Type, which indicates how the record will be updated.

• Select Add Record if you want Zoho CRM to create a record despite duplicates.
• Select Update Record if you want Zoho CRM to simply update the fields of the existing record.
• Select Add/Update Record if you want Zoho CRM to check for duplicates. If there is a duplicate, only the exisiting record will be updated. If there is no such record, a new record will be created and the responses will be added.

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