Find and Merge Duplicate Contacts

Find and Merge Duplicate Contacts

To help identify potential duplicate records, the system automatically checks newly created contact records to see if there are other contacts with the same email address or the same phone number. First, the system looks for the email address, but if it is not populated, then it will look for phone numbers. If the system finds other contacts with a direct match, it will add the 'Potential Duplicates' tag to the new contact, as shown in the image below, and also add the 'Potential Duplicates' tag to the other found contacts that match this contact.  The following video showcases the steps to follow when a New Incoming contact has the Potential Duplicate tag.



Here's a recap of the steps to follow when a New Incoming Contact is tagged as a Potential Duplicate:
  1. Search: Use the email and/or phone number to search for potential duplicate Contact(s).
  2. Verify Address: On the search results page, confirm that the addresses match for the potential duplicates.
    • If addresses match: Proceed to step 3.
    • If addresses don't match: Refer to the training article on "Managing Contacts with Multiple Properties" for instructions on updating multi-property contact records.
  3. Identify Least Active Contact: Determine the least active contact based on your company's policy. As a best practice, consider the following Contact Status hierarchy (most active to least active):
    • Job in Progress
    • Quote in Progress
    • Rehash in Progress
    • Quote Lost Review
    • Sales Demo Issued
    • Sales Demo Set
    • Attempted to Set
    • New Incoming
    • Rest and Remarket
  4. Mark as Duplicate: Click the full name of the least active contact to open their record. Select the "Duplicate Record" Transition and click Save. The Contact will move to the "Duplicate Record" State.
  5. Find and Merge Duplicates:
    • Click the "..." icon in the top right corner and select "Find and Merge Duplicates."
    • Remove all filters except "Phone" and "Email," then click "Search."
    • Check the boxes next to the two contacts to be merged (you can merge up to three at a time) and click "Next."
  6. Deduplicate Contacts:
    • On the "Deduplicate Contacts" screen, scroll down to the "Contact Status" field and ensure the master record is the most active Contact.
    • Click "Merge," then confirm by clicking "Yes, Merge Records."

The Contacts will be merged, and the most active contact's record will be displayed.


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