Avoid and Resolve Duplicate Contacts

Avoid and Resolve Duplicate Contacts

Duplicates make conversations, assignments, campaign history, and reporting harder to trust. Search by both email and phone before creating or importing.

Where to find it: Admin → Pipeline → Contacts

What to do

1. Open both records and confirm they represent the same person.
2. Identify which record has the most complete and current history.
3. Use the available merge action when shown, or ask Help for the safe merge path on that screen.
4. Verify the surviving contact’s assignment, tags, activities, and communication history.

Good to know

• Do not simply delete a duplicate that contains unique conversation or transaction history.
• A shared household email does not always mean two people are the same contact.