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    Extra tags added on contact record via Infusionsoft integration

    Asked by PeacefulHeartLeadership on April 06, 2016 at 05:56 PM

    Hello -

    With both of the forms that we have setup, we keep seeing extra tags that are definitely not being selected being added to contact records.  

    Please assist.  ;-) 

    Pam Blackman

    (303) 856-8157  


    infusionsoft tags category tag
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    Answered by victor on April 06, 2016 at 06:29 PM

    Sorry for the inconvenience. Could you please indicate the form and the fields in which you are having problems?

    I did not have any problems integrating a simple form with InfussionSoft.

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    Answered by PeacefulHeartLeadership on April 06, 2016 at 06:41 PM

    We only have two forms.  It's with both.  There are no fields associated.  We are selecting tags.  With the Leadership Questionnaire form it is supposed to be only the tag Questionnaire Completed - Leadership 1:1 Coaching.  I had to rebuild the integration last night, which seemed to have at least for now corrected the issue with that form.  


    However, with the Monday Momentum Manual Signup form it is supposed to be tag Manual Entry - Join Monday Momentum (183)  ...but it also throws the tag with my name Pam Blackman and Confirmed Manual Entry - Monday Momentum Optin (193)

    Neither of those last tags are associated with this process at all.  I only created 183 thinking we might use that tag, but we aren't going to.  

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    JotForm Support

    Answered by BDAVID on April 06, 2016 at 09:42 PM

    Is that tag selected from the integration? Simply try deselecting it, or delete the tag from your Infusionsoft account.

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    Answered by PeacefulHeartLeadership on April 07, 2016 at 11:44 AM

    Well...as I stated.  Those tags are NOT selected and they are being used elsewhere with other campaigns and other reasons, in Infusionsoft, so not sure why deleting them would even be a thought on your part.  I'm just not using them with this campaign nor in any way related to this form.  I mentioned that I am selecting ONLY the one I want.  We have even tried selecting and de-selecting, just to make sure.  

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    JotForm Support

    Answered by Kiran on April 07, 2016 at 01:04 PM

    We mean to say that to delete the tag from Infusionsoft if it is not being used elsewhere. I've tried checking the tags with one of my forms and I was able to get the tags added as selected only at my end. I've created a new tag - Testing Tags and when integrated, I see this tag along with New customer tag for my new submission.

    Could you check if it is something related to same category tags in the Infusionsoft? Is the tag still added even if you do not select any tags during the integration? Please check and let us know so that we can further investigate the issue.

    Thank you! 

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    Answered by PeacefulHeartLeadership on April 07, 2016 at 07:42 PM

    Just for now the example with the form called Monday Momentum Manual Signup.  Each of the tags currently being thrown on Contact Record are each from 3 different categories.  When it happened with the Leadership Questionnaire, both tags in question were also different categories.  

    One quick thing to note- somewhat as a side note.  When I "EDIT" an integration, most of the time the tag I originally selected is no longer checked.  SO...when I just did as you asked, with the Monday Momentum form, when I went back into the integration to deselect the one tag I was using to see if it made a difference it was no longer selected.  Again...not by my hand.  Happens a lot when I edit integration.  

    So - with that said...it made no difference that NO tags were selected.  It still threw 3 tags and as stated above, from 3 different categories.  


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    JotForm Support

    Answered by jonathan on April 07, 2016 at 11:30 PM

    Hi Pam,

    I am a bit confuse on the actual problem... but to clarify, how I understand is like this.

    "Infusionsoft tags that were on different categories were being used by JotForm integration. As if the JotForm infusionsoft integration was not able to properly recognize the category the tags belongs to."

    Can you confirm that this is the problem?

    If it is, can you try also creating a dedicated category in your infusionsoft and add the tags there that you will use in your jotform infusionsoft integration.

    We will wait for your updated response.

    Thank you.




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    JotForm Support

    Answered by Kiran on April 08, 2016 at 12:52 AM

    To further isolate the issue, could you try removing the Infusionsoft integration completely on the form and then integrate again? This is to check if the tags are still added with the new integration.

    Also, please try creating a new form and then integrate with Infusionsoft. I think this would help us in identifying if the issue is being caused by Infusionsoft or JotForm or the integration. If the extra tags are still added to the new form, we'll try to replicate the issue at our end so that we can further investigate the issue.

    Thank you! 

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    Answered by PeacefulHeartLeadership on April 08, 2016 at 01:13 PM

    Kiran - I removed the integration again (this was the 3rd time) and the issue has corrected itself for the time being.  However, please know that the problem was there after redoing the integration previously.  

    Now...for my question.  The majority of the submissions that we have made here were through troubleshooting and trying to get this issue resolved.  Can some of the submissions be credited back toward our limit?

    Thank you!

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    JotForm Support

    Answered by BDAVID on April 08, 2016 at 01:31 PM

    Yes, I can see the majority of submission were made to test and solve this issue. Currently, your submissions counter is at 25, we have reset it to zero. 

    Please open a new thread if you need anything else, we will be glad to assist you.

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    Answered by PeacefulHeartLeadership on April 08, 2016 at 01:58 PM

    Thank you!  However, I just checked and it doesn't appear to have been reset.  I logged out and back in, in case that was needed.  

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    JotForm Support

    Answered by Kiran on April 08, 2016 at 02:04 PM

    I've checked your account and see that the submission counter is successfully reset to 0 now.

    If the account still not displaying 0 at your end, please try logging to a different browser or private/incognito window to see if that helps.

    Thank you!