Many CRM record types require First Name and Last Name as separate fields, but a chat or form survey often asks for a visitor's name as a single combined question. The Field Mapper for your CRM integration lets you connect that one combined answer to both fields at once, without adding a second survey question.

How it works

Open your CRM integration's Field Mapper and add or edit the First Name and Last Name field mappings. Link both fields to the same survey question. A "Split combined name value" option appears next to the Linked To field for each row. Choose "Use everything before the last word" on the First Name row, and "Use only the last word" on the Last Name row. The combined answer is split automatically every time a record is created, using the last word as the surname and everything before it as the given name.

This is entirely optional. If you don't set it, the field mapping behaves exactly as it always has.

When to use a separate question instead

Splitting on the last word works well for the most common name shapes, including names with a middle name ("Larry Jeffrey Parsimmons" splits to First Name "Larry Jeffrey", Last Name "Parsimmons"). It's a best-effort split, not a name parser, so it can land wrong on less common shapes:

• A surname made of more than one word ("Mary Van Der Berg" splits to Last Name "Berg" only)
• A suffix at the end of the name ("Larry Parsimmons Jr" splits to Last Name "Jr")

If your surveys can accommodate it, asking for First Name and Last Name as two separate questions and mapping each directly is always the most accurate option. Use the combined-question split when you'd rather keep a single name question in your survey.

Matching phone numbers with a country code

If a visitor's number is saved in your CRM without a country code, and a later visitor types the same number with one (or the reverse), a plain text search can treat them as two different numbers and create a new record instead of finding the existing one. Your CRM integration has a setting that checks both forms of a phone number when searching, so a number typed either way still finds the same existing record. It's off by default; turn it on from your integration's configuration screen if your account uses a Phone Number field type in its surveys.

This only changes what's searched for. It never changes what's stored in a new record or in any existing record it finds.