Merge duplicate leads, contacts and companies

Two records for the same person or company? Merge them into one, choose which details to keep, and keep every activity, email and note.

The same customer sometimes ends up in CRM twice: once from a web form, once typed in by hand. Merging makes them one record again.

Merge two records

1. Open one of them (a lead, a contact or a company).
2. Click the merge button next to Edit.
3. CRM suggests likely duplicates: the same email, the same phone number or the same name. Pick one, or search by name, email or phone.
4. Choose which one stays.
5. For each detail where they differ (name, email, phone, company, value, owner…), tick the value to keep. Details that are the same are greyed out.
6. Click Merge.

What happens

Everything of the other record moves to the one that stays:

• activities (calls, meetings, tasks), notes and files;
• emails, WhatsApp and SMS messages, meetings booked;
• tags, followers, custom fields and the full history;
• deals: a contact's or company's deals move with it.

Then:

• a duplicate lead is deleted;
• a duplicate contact or company is switched off, the same as Delete.

The record that stays notes the merge in its history, and the audit log records who merged what.

Merging can't be undone, so check the two records before you click Merge.

Companies and your books

A company is also a customer in your books (Accounting, Inventory, Subscriptions). To keep your accounts correct:

• If the duplicate has invoices, quotes, payments, an opening balance or other entries in your books, it must be the one that stays. CRM picks it for you.
• If both companies have entries in your books, they can't be merged in CRM. Keep both, or ask your accountant.

Who can merge

• Admins and managers can merge any records.
• Salespeople can merge their own leads and contacts.
• A custom role needs to be allowed to change and delete the area.