Manage duplicate contacts
JourneyCARE attempts to match contacts by their email address to reduce duplicate records, and you can review or adjust those matching rules in your Contact Deduplication Preferences. When duplicates still exist, find them with the duplicate search or merge them manually from the Contacts list. When you merge, you choose one record to keep as the master and everything from the other records combines into it.
Find duplicate contacts
Search your database for potential duplicates instead of reviewing contacts one by one. Only admins can use the duplicate search, and it works on both contact list views.
Go to Contacts.
Click the More menu.
Select Manage Duplicates.
Choose how to search for duplicates: Email (the default), Phone, or Name.
Click Find Duplicates. JourneyCARE scans your contacts and groups the records that match the selected field.
Expand a group to see every contact in it, or click Review to compare the conflicting fields side by side. If two records are not actually duplicates, click Reject: that email address, phone number, or name is excluded from future duplicate searches, and the rejection cannot be reverted.
Merge contacts manually
Merge duplicate records directly from the Contacts list. You can combine up to 10 contact records at a time.
Go to Contacts and find the duplicate records.
Select the contact records to merge.
Click More.
Choose Merge.
In the merge window, choose the contact that should remain as the Master record.
Review the fields with different values and select the value you want to keep for each one.
Click Merge Contacts, then confirm that you understand the merge cannot be undone.
JourneyCARE displays the records side by side so you can compare the information before merging.
Merging combines the selected records into a single contact and cannot be undone, so verify the master record and review every field before confirming.
What happens when contacts are merged
The contact you select as the master remains after the merge, and its existing values are kept by default. Everything else is handled by data type:
Data | What happens during the merge |
|---|---|
Notes, conversations, tasks, opportunities, and tags | Combined into the master contact from all selected records. |
Custom fields | A value from another record fills the field only when the master record's field is blank. Existing custom field values on the master record are never overwritten. |
Courses, community groups, and products | Information from all selected records is combined. |
Appointments, payments, orders, and invoices | Default to the master record's values. |
Workflows | Active workflow execution transfers to the master contact. If the master is already running the same workflow, the existing execution is kept and the extra run ends. |
Undoing the merge | A completed merge cannot be reversed. |
Choose the record with the most accurate and up-to-date information as the master, because it is the profile that remains after the merge.
Choose which information to keep
During the merge, conflicting fields are displayed side by side so you can decide the final values.
Select which value to keep for each conflicting field, such as the primary email address or phone number.
Combine multiple tags from the selected records.
Review custom field values, since only blank fields on the master record are filled.
Once you've confirmed the information, complete the merge. JourneyCARE combines the selected records into a single contact.
Tips
Periodically run duplicate scans to keep your database clean.
Always review field conflicts before completing a merge.
Use the Reject option only when you are sure a record is not a duplicate.
Standardize how your team enters contact data to prevent future duplicates.