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Constituent Matching vs. New, Duplicate Records

Matt Bain

We have been accepting RSVPs for several free/online events recently through NXT web view. We have noticed that when a registrant cannot be matched to a constituent automatically (because they've used a different email address, etc.), that NXT will create a new (possibly duplicate) constituent with NO CONSTITUENT CODE on the record. Has anyone else seen this? If so, is there a way to correct this behavior?

UPDATE: I now realize this is a function of webview > Tools > Settings or actually adding the constituent code to the event form when building it, but what I'm really seeking is a way to provide better matching to existing constituents. That might be wishful thinking.

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Comments

Faith Murray

That is interesting! We don't use NXT events, but in OLX, you can at least set default settings for all newly-created constituents. I don't see a place in NXT for setting default fields. The closest I see is under Control Panel - Fields and Tables, you can set Constituent Code as a required field. Is that setting toggled to "required" in your db?

Matt Bain

In DB view, Constituent Codes are required, which is why it's interesting this can be done at all. But, I have discovered that I was missing a setting in webview (Tools > Settings > Constituent code mapping). This also exists as an option for each event registration.

This only solves the issue of not having a constituent code. The real problem is about not being able to match on existing constituents better.

Faith Murray

Oh yes, I see that area. It would be nice if all settings were under one "Settings" tab instead of having different Settings in different places.

Ideally, you should also be able to set more than just a constituent code as a default setting for new constituents. In OLX in db view, I can set up default Address Source, attributes, Salutations, and more, for new event registrants and online donors. Hopefully they continue to add functionality in webview in future roll-outs.

JoAnn Strommen

NXT registrations will frequently create duplicate record. If email is different > duplicate. Even if name and address are exact match.

I do know they are working on refining their matching criteria.

Miki Martin

We use OLX for our forms, but I just had a new Constituent created last week after trying to match him before adding. I couldn't find him so added him, only to find he is the spouse of an alumna and was, therefore, added already as a spouse. So, I feel your pain. I have also run across more than a handful of constituents in our database with no codes, added via online donations. Since I'm just now getting into the forms side of the database, I'm hoping to learn some helpful tips, as well, to help streamline our own processes.

Faith Murray

Miki Martin‍, you can create a default constituent code in OLX, so that all new donors receive some sort of code - as well as salutation, addressee, address source, and other info. Just go to OLX - Account - Integration Options - Constituents. This will give you the option to create a new "default set" for new donors added through OLX.

Miki Martin

Thank you, Faith Murray‍! I haven't set up much yet in OLX so this is so great to know!

Catherine Avena

This just confirms my decision not to move to NXT and stay with OLX until all these quirks are resolved. Thanks for posting and to all who commented.

Jacquelyn Jones

@Matt Bain At the moment our donation pages are done through Luminate to RE database view. It is a two-part process that before NXT, I thought was cumbersome, now I am in love. The first part allows you to match the online donor to an existing constituent. It will try to auto-match, but you can change it before accepting or adding a new record in RE. Then you can move the gift into a batch.

I truly despise that NXT matches by primary email address. We have an event that is mostly for business contacts, so we send the invitation to their business email. If that email does not happen to be their primary email, then we get a new record. So much cleaning up.

The same is true for event ticket purchases which are handled through NXT. Too much searching for an existing constituent, merging, and deleting. An example of how NXT makes the workflow more complicated and time consuming.

If the two-step process exists in one area, why can't it exist here?

Damon Rosenthal

@Jacquelyn Jones
The system we have for Events has a setting on Constituent creation and we set it to not automatically create a new constituent if it did not find a match. This really helps because it then shows as an exception that the GP team can review and determine if there is a match to an existing constituent or a new constituent is needed. It sounds like you have enough volume that would be a good option if it exists.

Austen Brown

@Jacquelyn Jones - This is coming. It was announced in the Product Update Briefing for RE NXT in Nov 2024 that Event Registrations would be added into the Online Review Tool at some point in 2025. I recommend keeping an eye out for the May PUB, and make sure you attend that. I'm sure this will be mentioned.

Pam Ferraro

It is disconcerting that this discussion has been going on for four years. When we have constituents register for an event, if they don't use the primary email that we have for them, NXT creates a new record (with no data in it except the event registration). It is then incumbent upon us to look at the list and somehow "know" that a particular registrant is already a constituent, then manually enter the event registration in the correct record and then delete the new/fake one. A fatal flaw. RE, fix this please!!