Merging Records for the Same Person
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When the same customer contacts you via both WhatsApp and email, two separate records may be created in the CRM. The CRM does not automatically merge these records; it suggests records with the same phone number or email address, and the decision is up to you. This article explains where the suggestions come from, how to merge records, and how to add a phone number shared in a message to a record with a single click.
- CustomersSelect two entries from the list and merge them
- Customer ProfilePersonal Information Section
- Cross-channel user flowChannel conversations of the merged user
Why isn't there an auto-merge feature?
A family or company can share the same phone number, and a team can share the same corporate email address. An incorrect merge will mix up the call histories of two different customers, and this cannot be undone. That’s why the CRM only makes a suggestion—you are the one who approves the merge.
How do I find a match?
- Phone: The last 9 digits of the numbers are compared. Thus,
0532…,+90 532…, and the format sent by WhatsApp are all considered the same number. - Email: Only valid email addresses are compared. Internal addresses generated by the system for channel members and widget visitors are not included in the match.
If a person’s phone number and email address both match another record, the phone number match takes precedence.
Where does the suggestion appear?
A banner appears at the top of the "Contact Information" section in the customer profile and in the "Details" panel of the conversation: "This phone number is also listed in …" or "This email address is also listed in …". If there are multiple candidates, a note such as "(+2 more records)" appears next to it; a maximum of five candidates are displayed. The Merge button on the banner opens the comparison window.
The ribbon is visible only to users with the "Create and Edit Customers" permission. To complete the merge, the "Delete and Merge Customers" permission is also required.
Merging steps
- Open the window — Click "Merge" on the ribbon. In the "Should these two records be merged?" window, the two records appear side by side, along with their email addresses, phone numbers, channels, and number of conversations.
- Select the record to keep — Check the "Keep this record on the card you want to protect" box. By default, the other record (the candidate) is selected; however, if the person on the screen has an email address but the candidate does not, the person on the screen is selected.
- Confirm — Click "Merge." Click "Not Now" to cancel.
There are other ways to merge as well:
- Select exactly two people from the customer list and click "Merge" on the toolbar (the same comparison window opens).
- Select "Merge with Another User" from the Actions menu in your profile or from the row menu in the list. This allows you to select the record to be retained from the "Target User to Merge With" field; the record you are currently working on will be deleted, and its data will be transferred to the record you selected.
Merging is irreversible. The data from the deleted record is transferred to the remaining record; the deleted record cannot be restored.
What is transferred to the remaining record?
- Conversations → All conversations are transferred to the remaining user. Conversations from both users’ message channels are consolidated into a single conversation: if both are open, the remaining user’s conversation is retained; otherwise, the conversation with the most recent activity is retained; the other user’s messages, tags, opportunities, and tasks are transferred to the remaining user.
- Channels → Channel IDs such as WhatsApp, Instagram, and Telegram are linked to the other person; you can message them through both channels.
- Profile → The empty fields in the remaining record (such as name, phone number, photo, country, and language) are filled in from the deleted record. Fields that are already filled in remain unchanged.
- Emails → The actual email addresses of the deleted record are added to the remaining record as secondary addresses.
- Notes, tags, segments → Moved; items common to two records are retained only once.
- Attributes → Attributes that are empty in the remaining record are carried over; in case of a conflict, the value from the remaining record takes precedence.
- Opportunities and Tasks → Linked to the remaining person.
- Web History and Consents → Session, page visit, and communication consent records are transferred.
Support portal login links previously sent to the deleted record will become invalid. If you merged the records from within a conversation and the conversation on the screen joined another conversation, the CRM will take you to the remaining conversation.
Save the phone number or email address shared in the message
When a customer shares a phone number or email address in a message, you don’t need to copy it manually.
- In the message bubble: The number or address in the customer’s message is highlighted. Click on it and select “Save as Phone Number” or “Save as Email Address.” If the value is already saved, the menu will display “This customer’s record already contains this information”; “Copy” is always available.
- In the Contact Information section: The "Items Shared in Messages" list displays phone numbers and addresses that have appeared in the customer’s messages over the past 90 days but have not yet been saved. Simply click "Save" next to the entry. If the information is already saved for another contact, the text "… is also saved in [contact name]’s record" will appear below it.
If the number or address you entered matches another entry, a comparison window opens immediately; you are not required to merge them. If the email address you entered is another person’s primary address, it will be added as a secondary address for that person, and the screen will notify you of this.
You can enter the phone number in the format +90 532 …, 0532 …, or 532 …; numbers without a country code are considered Turkish numbers. Enter a number from another country with its country code.