Issue
- Why do I have contacts that are empty/blank in Restoration CRM™?
- Contacts in my CRM account have no name
- Why Am I Seeing a Blank Contact in CRM?
What Causes Blank Contacts
When the Email To Activity feature is used, if the sender's email address doesn't match an existing CRM record, a new, incomplete contact is automatically created. This "blank" record contains only the data captured from the email (often just the email address) because the system lacks the full contact information.
You can confirm the cause by opening the blank contact and checking for an associated email activity.
Note: A blank contact is not the same as a contact where the Contact Owner is set to "No Contact."
Fixing Blank Contacts
There are two primary ways to fix blank contacts, depending on whether the person is new or already exists in your CRM:
- New or Unknown Contact
If the email address belongs to a person not currently in your CRM, you can manually complete the record.
Action: Simply open the contact and fill in the required fields (like Name, Company, etc.). - Existing Contact: If the person already exists in your CRM under a different email address or record, you should merge the duplicates:
- Action:Merge the blank contact with the existing, complete contact record.
- Benefit: This keeps your records clean and ensures all history is tied to one profile.
To prevent blank contacts from being created in the future, review the guidelines on how to best use the Email To Activity feature. Ensure that the email address you are logging activities for is already associated with an existing contact record before using the feature.See this article.
Questions? Contact Us
This article is meant to serve as a reference only and is not a substitute for training. If you are interested, feel free to check out our weekly Q&A sessions hosted by our CRM experts.