Troubleshooting Duplicate CTM Leads in the CRM
This guide explains why duplicate contact records may appear in Dazos CRM when leads come in through CTM (Call Tracking Metrics), and how to configure your settings to prevent them — without losing separate call records for the same contact.
Symptom
Duplicate contact records appear in the CRM with CTM listed as the lead source. This can cause inaccurate data in reports, especially when the same caller appears as two separate records created at the same timestamp.
Causes
There are two common causes of duplicate CTM leads:
Cause 1 — Duplicate Prevention settings are not checking enough fields. By default, the duplicate prevention configuration checks First Name, Last Name, and Date of Birth. If Phone Number is not included as a matching field, CTM leads may slip through as duplicates even when the same contact already exists.
Cause 2 — CTM webhook behavior. The CTM webhook may be configured to create a new record on every call, rather than updating an existing one. This can result in a new contact being created each time the same person calls, even within the same timestamp.
Solution
Step 1 — Add Phone Number to Your Duplicate Prevention Fields
Navigate to your Duplicate Prevention settings in the CRM.
Review the current matching fields. By default, these are: First Name, Last Name, and Date of Birth.
Add Phone Number as an additional matching field.
Save your changes.
Adding Phone Number helps the system correctly identify incoming CTM leads as existing contacts, preventing duplicate records from being created.
Step 2 — Review Your CTM Webhook Configuration
Log into your CTM account.
Navigate to your webhook settings.
Check whether the Dazos webhook is set to create a new record on each call or to update an existing record.
If the webhook is creating new records on every call, adjust the configuration so that it updates existing records when a matching contact is found.
⚠️ Important: If you are unsure how to adjust your CTM webhook behavior, contact Dazos Support for guidance.
Step 3 — Monitor Incoming CTM Calls
After updating your settings, monitor the CRM for new CTM call records.
Check whether any records are being created twice at the same timestamp.
If a contact calls at two different times (e.g., 10:00 AM and 12:00 PM), both records should be captured separately — this is expected and correct behavior.
Only records created at the exact same timestamp for the same caller indicate a true duplicate problem.
💡 Tip: The goal of duplicate prevention is to stop true duplicate records at the same timestamp — not to block separate call records from the same person at different times. Ensure your configuration accounts for this distinction.
Verification / Expected Result
After applying these changes, you should see the following:
✅ Each unique caller generates only one contact record per call event
✅ Multiple calls from the same contact at different timestamps are still captured as separate records
✅ No new duplicate records appear at the same timestamp for the same caller
✅ Report data accurately reflects unique contacts without redundant entries
Escalation
Contact Dazos Support if:
Duplicate records continue to appear after updating duplicate prevention settings and reviewing your CTM webhook
You need assistance identifying whether duplicates are occurring at the same or different timestamps
You are unsure which CTM webhook configuration is causing the issue
You need help merging existing duplicate records as a short-term fix while the root cause is investigated