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Adding multiple email addresses to contact

 How can I add multiple emails addresses to a contact to avoid duplicate contact records being set up when saving emails? There is now only room for one email since the changes.

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Comments

33 comments
  • You can add a custom field with the properties of 'E-Mail Address'

    The filed is then displayed in CUSTOM FIELDS FOR CUSTOMER half way down the page.

    Rather inelegant considering it was totally fine before and a total step back in my opinion.

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  • Thanks for taking the time - I'll try this. Although I think we are short on custom fields on our service. Don't really understand why they made this change. Lots of people have a number of email addresses.

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  • I agree with Katie and Chris. Why did you get rid of this? (A cynical interpretation would be that it's a ploy to get upgrades in order to get more custom fields!) UNFORTUNATELY, this also seems to mean that when one combines duplicate contacts ONLY ONE EMAIL is retained. This is a real mess, imho!

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  • Hi Karen, Katie and Chris,

    Previously, contacts had no fixed number of phone or address fields.  This forced a number of limitations on the product and you, the clients, as the lack of standardization meant we were unable to build certain tools and processes.  With the update, we can now build better tools and improve performance in ways we could not before.  For more information, our Help Center article goes into greater detail on the subject: FAQs for Insightly Field Changes

    With this update, we also added the ability for you to organize your contact and organization custom fields in the "Contact Details" and "Organization Details" groups of your records.  Simply drag and drop the field into the new group and you're all set.

    Regarding the issue with SmartMerge, our Engineering team looking into this now.  We'll make sure to update this thread as soon as we have more information.

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  • Hello

    New to Insightly which I am currently implementing for 2 clients.

    Indeed, there should be 3 mail addresses (pro, perso, other) and at least 3 corresponding emails... And I am not asking for nice to have features like a comment or date range associated to the address (most useful in the luxury industry).

    The video https://support.insight.ly/hc/en-us/articles/204061064-Video-Working-with-Contacts at 1'30" does show that several emails are possible.

    The product is really great but come on, only 1 email.

    How many Insightly employees have only ONE email ? I bet zero...

    Best regards

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  • Hi all!  Thanks for your patience.

    Our Engineers reached back out to us to confirm that this system is functioning as designed.  When you're using the SmartMerge (or Record Merge) system, you select a master record.  The master record will keep any field data that doesn't allow multiple values, like custom fields or name fields.  As the Email and Phone field types are custom fields, they function in the same way as all other custom fields, and the master record will retain all of its custom field data, even if that data is blank.

    Our recommendation would be to export your records prior to running the merge, then use bulk updating with imports to update the master record after you've merged the two records.  If you've already merged records and need to restore data, you can restore them from your Insightly Recycle Bin.

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  • It may be functioning as designed but that's the issue. The design is flawed and represents a regression for your customers.

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  • Hi Dan

    Thanks for taking the time to respond. I hadn't considered the problem with the merge until now. A feature that used to work really well is now highly convoluted as you describe.

    The secondary email issue is a real fail on behalf of insightly and whilst your engineers may be pleased it is working really well they are not the people who work with your system on a daily basis and have to deal with the problem. I thought insightly would be more customer led  than engineering led.

    I can't pretend I am not really disappointed.

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  • Dan,

    One of the things that Insightly has really failed on with this change is explaining the benefits. You say, "Previously, contacts had no fixed number of phone or address fields.  This forced a number of limitations on the product and you, the clients, as the lack of standardization meant we were unable to build certain tools and processes."

    OK - I'll take that at face value. What limitations? What is coming in the future that somehow makes this make sense? Whatever the answers are I suspect they could have also been solved with an alternate design that was much less disruptive. For instance you could have created the ability for customers to mark an email field as "primary" which would have preserved all existing functionality and given you guys a clear signal of what was the most important email address.

    I'm not just trying to complain. I would love to have the answers above. Even better I'd love something similar to the design I mention although I recognize that won't happen. Sigh.

    So many missed opportunities here. :(

    Chris

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  • I'm a long-time user and I have recommended Insightly to my clients for many years. To put it nicely, I'll just say that I am very disappointed. Removing my data fields and dumping them into a note is completely unacceptable.These changes significantly decrease the value of Insightly for me and now it would be even harder to export my data to another option.

    Can you please explain the implications on data syncing with Google Contacts. I have long since accepted that Insightly has a one-way sync and have been diligent about entering all contact info into Insightly. How am I now supposed to keep my Google contacts up to date? I'm assuming custom fields won't sync, so am I going to have to now add URLs or secondary email addresses in 2 places?

    I am having a hard time understanding how these serious implications could not have been anticipated.

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  • This is a mess.  Contacts have multiple e-mail addresses and smart merging drops this data (!!!).  Then, when emails are imported, new contacts are created even after they have been merged.  HELP!

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  • Hi All,

    I'm going to try to address each of your questions and comments in this post, but I apologize in advance if I miss anything, as there is a lot to cover.

    I know that a lot of you are very frustrated by the changes that were made, and I completely understand.  As our CEO Anthony Smith mentioned in the email he sent account Admins on March 27th, we should have done a better job of letting you know ahead of time what we were planning to do and when to expect the changes.  It was thanks entirely to your direct feedback that we released a tool to help recreate and repopulate the fields that were affected by the update, so I hope you all understand that we are listening to you and your feedback.

    We also could have better communicated some of the improvements that these changes will bring to Insightly over the long-term.  While we would love to be able to say, "X features will drop on Y date", unfortunately software development doesn't really allow us to do that.  Things come up, bugs need to be hashed out, etc.  That said, some of the things you can expect to see improve in the future are:

    • Much faster and simpler reporting for customers
    • Improved contact sync with Google Contacts
    • Easier customer importing from other data sources
    • Enhanced duplicate checking for contact and organization records
    • Ability to email linked contacts from projects, tasks, and opportunities
    • New feature to automatically import emails from Gmail or Outlook in an upcoming release
    • New feature to auto-populate phone and address information in contacts and organizations from verified public records in an upcoming release

    Regarding Google Contact sync, the new custom field types do sync into your Google Contacts, so your email addresses and phone numbers that were moved to custom fields using the new tool should still populate without issue.

    I hope this addresses at least some of your concerns.  Please know that we're always here to answer your questions, and we'll do our best to make sure that your voice and feedback is heard.

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  • Dan,

    First of all, thank you so much for clarifying what improvements are in the works. That said, while all of those features are nice to have, being able to have more than one email address per contact so that all emails link to the appropriate contact is, in my opinion, far more important. SmartMerge was an excellent feature that helped accomplish this before, and now it is useless. I'm not quite understanding why, if the custom 2nd email field is available, SmartMerge can't put the non-master email address in that field when merging. 

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  • Hi Jessica,

    You may want to consider adding a request under our Ideas & Suggestions for this.  SmartMerge was originally created for Organizations and since circumstances were different it wasn't set up for Custom Fields to merge.  The same SmartMerge logic is now being used for Contacts and Leads but as things have recently changed if this gets enough votes the team will consider it.

    Thanks, Jessica!

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  • Thanks Nora, posting now!

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  • wow. i'm stunned. i sold insightly to the place i work just a scant few weeks ago specifically because of the previously-brilliant way you guys managed complex contact records. linking things together is great. how is it that i can easily create unbelievably complex combinations of links between records of totally varying types but something as utterly basic as emails, i'm limited to one, with extra data silently deleted during "smart" merges??

    i saw the apology email a few weeks back and didn't think much of it. it's not like we're using custom fields or anything fancy, just basic contact details so far. like, business and personal email addresses in a single contact. now not an option without workarounds. 

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  • Only allowing one email address is ARCHAIC!

    I'm absolutely stunned that a modern technology solution company only allows one email address.

    I'll give this software the flick.

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  • I am very disappointed about the multiple email addresses capability was eliminated. So many people have multiple email addresses, and the email address I use for many of my contacts depends on the content of emails. For some, for instance, I have both business and personal emails. For instance, I have one prospect who is with a certain company but in the process of changing jobs, so some of my communication I prefer to send to this individual's personal email address. Now if I do that it creates a new, separate record. I suppose this is manageable but it sure would be easier if you hadn't eliminated this feature.

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  • Hi Robert,

    Thank you for your feedback!

    You can still use an Email Type custom field to store the personal email addresses of your contact records.  That custom field type acts exactly as the standard email address field does for linking email, so you shouldn't have the duplication issue you described anymore.

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  • Dan / Insightly,

    What about fixing smart merge to support custom email fields not lose data when merging two contacts with different email addresses?

    This defect and a related request to fix it has been open since the first day of this (very painful) change.

     

    Chris

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  • I have had my contacts for years. And carefully updated their private and work related emails.

    Now that you have reduced the number of emails to one you have messed up my contact data.

    I want to leave insightly - but before that I want you to give me an export of my contacts the way it was before you decided to delete email fields.

    When can I have this export ?

     

    Regards

    Terje

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  •  

    I guess there are more people than me looking for a solution that makes it possible to have more than one email address for a contact.

     

    It seems Hubspot CRM has the same problem https://community.hubspot.com/t5/Contacts-Lists/contacts-with-multiple-email-addresses/td-p/11444

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  • Terje:

    We did not delete any of your data, we simply moved it to Notes.  We also provided you with a tool to transfer the data from those notes back into your Insightly account as custom fields which would not count against your custom field limits.

    If you'd like to export the information we stored in your notes without adding them as custom fields, you can also use the tool we provided for you to do just that by going to System Settings > Contact Information File Export:

    Chris: 

    This is not a bug, but how the SmartMerge feature has always worked.  Please see the following snippet from our article: Merging Two or More Records with SmartMerge

    I understanding that it's frustrating that this ended up also impacting the custom fields we provided to hold your extra record data, but this has been how that feature worked since it was introduced.

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  • Hi Dan,

    What we call it aside, it is frustrating that Insightly continues to not acknowledge and address the remaining customer pain this change has called. Before the change SmartMerge worked differently because emails beyond the first email weren't custom fields. If you had two different email addresses for a given contact when you did SM both email addresses were preserved. Now you have to copy and paste manually.

    Bottom line is that a very common scenario used to work perfectly and now it doesn't work at all without manual intervention.

    Are there any plans to add a feature to replace the functionality that has been lost?

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  • Hi Chris,

    These changes are not reversible, and we don't have any plans to return to the old system

    With that said, one of our Insightly Heroes has posted a request to add custom field merging to the SmartMerge system on our Ideas & Suggestions page.  If you'd like to see us make that change, adding your vote to that suggestion is the best way to help make that happen.

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  • Yep - already voted for that in April. My suggestion to add this functionality was referenced in the first comment on that request. 

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  • Glad to hear it, Chris!

    Oftentimes people will post in a request and forget to vote, so I'm glad to hear that you voted. :)

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  • I on the other hand I am frustrated this is still an issue after the functionality was broken. 

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  • Now I know I'm not nuts! I needed to add a second email address for a client and I could not figure out how to do it.  I'm a new user and this does shock me.  I don't think I've seen a program in the past 10 years where you cannot add a second or third email address.  I know you can create a custom field, but then that field is not grouped with the primary email address. Correct?

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