Troubleshooting: diagnose before another operation
When an integration produces repeated records, preserve the original identifiers, timing and known outcomes. Do not delete duplicates or rerun the job before understanding which records carry valid history and commitments. A timeout may mean the operation completed after the sender stopped waiting. Replaying it can create another copy. Capsule’s supported integration and import mechanisms should be used for inspection, but no generic connector should be assumed to provide exactly-once behavior.
Reconcile the intended entity
Compare source identity, destination identity and important linked information. Similar names are not enough to establish that records are duplicates. Inspect tasks, opportunities and notes before selecting any authoritative record. Keep ambiguous cases separate with an owner. If the connector generated new identifiers on every attempt, document that limitation; do not hide it by merging visible records while allowing the same retry behavior to continue in the background.
Repair the entry rule
Determine whether the cause was a missing stable key, an inappropriate matching rule, a repeated import or a bidirectional update loop. Change only the relevant supported configuration after testing with fictional records. Do not introduce a new integration architecture simply because cleanup is frustrating. Where the existing mechanism cannot safely preserve identity, narrow the automated scope or retain a manual step. The objective is to stop recurrence without losing useful original evidence.
Close with an explicit recovery result
Record which entities were confirmed, which changes were authorized and which outcomes remain unresolved. Verify the surviving working relationships through supported access. Do not claim complete restoration if the system cannot prove what happened to every linked item. Continue to duplicate-contact rules for identity decisions and integration boundaries for ownership design. A credible recovery preserves the meaning and commitments of the records; a lower record count alone is not sufficient evidence of success.
Sources used for this page
These records support the facts and comparisons above. Merchant-controlled records are labelled so you can separate product claims from independent evidence.
- Capsule integration options — Merchant documentation · capsulecrm.com · Merchant-controlled · checked 2026-09-20
- Capsule importing contacts — Merchant documentation · capsulecrm.com · Merchant-controlled · checked 2026-09-20