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Empty List array for some contacts

Highlighted
Occasional Contributor

Empty List array for some contacts

Some contacts have a status of REMOVED or OPT-OUT when querying them with the API.  With these statuses the list array is empty.

 

I figured that this is the normal functionality.  But for soem reason, when you look up the contact using the CC.com UI, the contact may belong to many lists and I can send them emails.

 

How come you can add this contact to list and send them emails, but once added to the list the API cannot get the list results?

 

The following contact is on 4 lists in the cc.com UI and I can send him emails.  Why cant teh API query the lists he is on.

 

 

Function call:

$contact_info = $cc->getContactByEmail(ACCESS_TOKEN, $email);

 

This works correctly if teh contact ahs an ACTIVE status.

 

[0] => Ctct\Components\Contacts\Contact Object
                (
                    [id] => 24
                    [status] => REMOVED
                    [first_name] => XXXXX
                    [middle_name] => 
                    [last_name] => 
                    [confirmed] => 
                    [source] => 
                    [email_addresses] => Array
                        (
                            [0] => Ctct\Components\Contacts\EmailAddress Object
                                (
                                    [id] => 100f5210-7dbc-11e3-b30a-d4ae5292b9a6
                                    [status] => REMOVED
                                    [confirm_status] => NO_CONFIRMATION_REQUIRED
                                    [opt_in_source] => ACTION_BY_OWNER
                                    [opt_in_date] => 2013-07-23T14:13:51.000Z
                                    [opt_out_date] => 2014-02-07T05:00:00.000Z
                                    [email_address] => XXXXX
                                )

                        )

                    [prefix_name] => 
                    [job_title] => 
                    [addresses] => Array
                        (
                            [0] => Ctct\Components\Contacts\Address Object
                                (
                                    [id] => 1268ab60-7dbc-11e3-b30a-d4ae5292b9a6
                                    [line1] => 
                                    [line2] => 
                                    [line3] => 
                                    [city] => 40
                                    [address_type] => BUSINESS
                                    [state_code] => 
                                    [country_code] => 
                                    [postal_code] => 
                                    [sub_postal_code] => 
                                )

                        )

                    [notes] => Array
                        (
                        )

                    [company_name] => XXXXX
                    [home_phone] => 
                    [work_phone] => 
                    [cell_phone] => 
                    [fax] => 
                    [custom_fields] => Array
                        (
                            [0] => Ctct\Components\Contacts\CustomField Object
                                (
                                    [name] => CustomField1
                                    [value] => 110148
                                )

                        )

                    [lists] => Array
                        (
                        )

                    [source_details] => 
                )

 

18 REPLIES 18
Highlighted
Moderator

Re: Empty List array for some contacts

Can you PM me the email address of the contact(s) in question?  We'll need to research this some.

Dave Berard
Senior Product Manager, Constant Contact
Highlighted
Moderator

Re: Empty List array for some contacts

Thanks for sending the details over.  We're going to look into this more on our side.  From what you're describing and I'm seeing, this looks like a possible bug in what we're returning  to you.  Will update when we have more information.

Dave Berard
Senior Product Manager, Constant Contact
Highlighted
Occasional Contributor

Re: Empty List array for some contacts

Thank you ver much  for looking into this.  I will await your response.

Highlighted
Occasional Contributor

Re: Empty List array for some contacts

Can you please give me an update on the progress of this bug fix.

Highlighted
Regular Visitor

Re: Empty List array for some contacts

I'm experiencing the same thing and contacted webservices support last week, but do not have a resolution yet. I've tried everything I can think of thru the API and web UI to fix the contact. I wish they could/would just purge the affected contact/records from the database so I could start fresh with this particular contact.

 

Did support indicate to you (other than what's in this thread) that they are treating it as a bug with an intent to fix?

Highlighted
CTCT Employee

Re: Empty List array for some contacts

Hi Anthony,

 

Sorry for the frustration & delay on this issue. We are investigating this, and we believe that the cause has to do with our system now allowing an email address to exist in the account twice. I will keep you posted.

 

Best Regards,

Shannon Wallace

Partner API Support Engineer

Highlighted
Occasional Contributor

Re: Empty List array for some contacts

It has been some time now.  Have you guys come up with a fix for this?

Highlighted
Honored Contributor

Re: Empty List array for some contacts

Hi Anthony,

 

I have done some digging around to get the latest information on this and while we are actively working to resolve the problem, we unfortunately do not yet have a specific time estimate for when this will be done.

 

In this specific case, what is happening is a side-effect of the available potential to have two contacts with the same email address in our new contact management platform. This becomes an issue in some cases with API applications because the internal service that we use to communicate between our APIs and our contact management platform does not yet support the ability to return multiple contacts when you perform an exact search by email. In a case where you have two contacts with the same email address, but only one of the two contacts has a list subscription, the search may prioritize the contact which does not have any list subscriptions, thus causing the case you are seeing.

 

To demonstrate this a bit more clearly, here is a quick example. For the sake of this example, I have Joe Smith and his wife Beth Smith who share an email address. Here is what their contact information would look like:

 

Joe: 

Email Address: jsmith@website.com
First Name: Joe
Last Name: Smith
List Subscriptions: General Interest, Weekly Mailings
Contact ID: 55
Created: March 1st, 2014 Status: Active
Beth: Email Address: jsmith@website.com First Name: Beth Last Name: Smith List Subscriptions: None Contact ID: 34
Created: January 10th, 2014
Status: Deleted

 

Given this information, if I do a search in the API for the email address jsmith@website.com, the service that interfaces between the management platform and the API will return the contact who was created first, thus giving me Beth's information. However, Beth is not assigned to any lists and is a deleted contact. Because Beth is deleted, she will not appear in the UI, but the API can still see her. This causes the API to only show a contact with no lists, and the UI to only show a contact with lists.

 

As I mentioned at the start of this post, we are working to address this issue by rolling out an update to the service with allows our API to interface with the contact management platform. This update will allow the API to return all contacts that are associated with an email address and thus allowing you to see both Joe and Beth. Because we want to be careful not to introduce new issues while we are working on an update to address issues like this, we are making sure that we take our time to do things right the first time and have a clean update when we are able to release it.

 

If you do have any questions, please feel free to reply here and we will be happy to help.

 

Sincerely,

Elijah G.
API Support Engineer
Highlighted
Visitor

Re: Empty List array for some contacts

I'm sorry to revive such an old thread, but I'm using APIv2 and still experiencing this.  I have contacts in a REMOVED state with identical emails to those that are active.  I'm using the PHP wrappers and running getContactByEmail and I only get a result set of 1 contact and it is the REMOVED contact.  I never get the active.  Has this bug been fixed by an update so I can filter out the REMOVED contacts that have identical email addresses to active contacts from my call results?

 

Thanks.