Zoho would normally generate a new lead from an activity, such as a website visit or chat, if there a contact (by name/email) did not exist in the CRM.  If the contact existed then the activity would be added to the record.

However, I have noticed that Zoho seems to be creating new leads for website visitors or webchats when they are already a contact in CRM (by name and email). In fact Zoho seems to be creating multiple leads for the same visitor.

The automatic recognition of a website visitor and association with an existing contact appears to have broken. This seems to have been happening from around the start of Nov 2021.

Could anyone shed any light on whether or when Zoho accidentally introduced this, e.g. with with an upgrade, and whether/when it was fixed please?