Finding and Managing Duplicate Contacts
Merge duplicate records into a single contact without losing conversation history or data.
For: Administrators
Time: 5 minutes
Instructions
1
Select Duplicate Contacts
In the Contacts list, check the boxes next to the two or three contacts you want to merge.
[SCREENSHOT NEEDED: Checkboxes selected in Contacts list]
2
Click the Merge Icon
At the top of the screen, click the icon that looks like two arrows pointing toward each other (Merge Contacts).
[SCREENSHOT NEEDED: Merge icon highlighted in top bar]
3
Choose the Master Record
A window will pop up showing the data from both records side-by-side. Select which record should be the "Master". You can also pick specific fields from the secondary record to keep.
[SCREENSHOT NEEDED: Merge resolution window]
4
Confirm Merge
Click "Resolve" or "Merge". The system will combine the conversation history, tags, and notes into the master record and delete the duplicate.
What Success Looks Like
- The duplicate is removed.
- The master record contains all relevant history.
Common Mistakes
- × Merging the wrong contacts. This action cannot be undone.
Last updated: 10/1/2026