Merge duplicate contacts
When the same person is in CRM twice, merge the two contacts into one — what moves across, what is kept, and what happens to the other record.
The same person can end up in CRM twice — typed in by two colleagues, with a second e-mail address, or once from an import and once from a form. Merging keeps one contact and moves everything from the other onto it.
Merging is for managers: workspace owners and admins, and members with CRM access Admin.
Merge
- Open the contact you want to keep.
- Click Merge. On a phone it is under ⋯.
- The window Merge a duplicate into … lists the contacts that look like the same person — the same e-mail, phone or name.
- Not in the list? Type in Not in the list? Search by name, email or phone — at least 2 characters.
- Pick the duplicate and confirm.
CRM says Merged. and how many records moved across.
What happens
- Everything moves from the duplicate to the contact you keep: deals, leads, projects, activities, tasks, reminders, notes, files, e-mails, invoices and credit notes, its lists, tags and sequences.
- Empty fields are filled in from the duplicate. Nothing the contact you keep already has is overwritten.
- The duplicate goes to the Trash, with a note that it was merged and into which contact. Its e-mail is cleared, so the contact you keep can use it.
Merge cannot be undone with a button. To split two people merged by mistake, add the second person again and move their records back.
Companies
Companies cannot be merged on screen. To combine two companies, move the contacts of one to the other with Update Company in the contacts list, then delete the empty company.
If something doesn't work
Nothing here looks like the same person — no matching email, phone or name. Search above if you know who it is.
CRM found no contact with the same e-mail, phone or name. Search by another detail in the box above.
No contact you can see matches that.
The other contact is not visible to you, or is spelled differently. Try part of the name or the phone.
That record is not in this workspace.
The duplicate was deleted, or you cannot see it. Reload and pick again.
Pick two different records.
You picked the contact you are keeping. Pick the other one.