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When someone reaches you two ways, for example a form on your website and later a phone call, they can end up as two contacts. Merging puts everything on one record: the history moves over, and details missing from the record you keep are filled in from the other one. This guide merges two records for Sage Whitlock, a café owner: one made from her email address and one made from a phone call, with only her number.

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Find the two records

Click CRM in the left rail, then Contacts, and type the person’s name in Search name or email…. Both records show up. Decide which one to keep: usually the one with the email address or the most history.
Contacts searched for Whitlock, outlined, with 2 contacts: Sage Whitlock with only a phone number, and Sage Whitlock with sage.whitlock@example.com and the job title Owner, both outlined

Two records for Sage Whitlock

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Ask your sales agent to merge them

There is no merge button in the CRM: your sales agent does it for you, after you approve.
1

Open the record you keep

Click the contact you want to keep. Your sales agent’s panel is on the right of the page. If it is closed, click the Ask tab with your agent’s name at the right edge (see Ask Your Sales Agent About Your Pipeline). Click + to start a new chat.
2

Say which two to merge, and which one to keep

Name the person and say how to tell the two records apart. For Northwind we typed:
Press Enter. The agent looks up both records first.
The sales agent's chat box with the merge request typed in, outlined, with Auto, Chat and Job above it

The request to the sales agent

3

Read the card

Before anything changes, a card appears in the chat: Approval required. It names the record that goes away first and the one you keep second, here the phone-only Sage Whitlock merged into the record with sage.whitlock@example.com.
Approval required: Merge contact Sage Whitlock INTO sage.whitlock@example.com (loser is soft-deleted), outlined

Which record goes, and which one stays

4

Click Approve

Click Approve to merge them, or Cancel to leave both records as they are. The card then reads Done.
The bottom of the approval card with the Approve button, outlined, and Cancel

Approve, at the bottom of the card

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Check the record you kept

Reload the contact’s page. It now has the details of both records: Sage’s email from the record you kept, and her phone number, filled in from the other one.
The contact Sage Whitlock, Owner, Lead, with Contact info sage.whitlock@example.com and the phone number, outlined

One Sage Whitlock, with her email and her phone number

Search Contacts again and only one Sage Whitlock is left. The other record is deleted: opened from an old link, it says This contact was deleted.

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What moves to the record you keep

  • Its activity (calls, notes, emails, meetings and tasks), deals, companies, tags, custom field values and sequence enrollments.
  • Any detail that is blank on the record you keep, such as a phone number, job title, lead source or owner, is filled in from the other record. A detail the record you keep already has stays as it is.
Helpdesk tickets and website chats don’t move with a merge yet. If only one of the two records has conversations in your Helpdesk, keep that one: the other record’s email or phone number still fills in its blanks.

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Good to know

  • There is no undo. Read the card before you click Approve: the record that goes away can’t be brought back in the app.
  • Who can approve. Your role needs permission to edit and to delete contacts.
  • It uses AI credits, like any other chat with your sales agent.
  • More: Add and Manage CRM Contacts covers everything about contacts, and Bring Your Contacts In from a Spreadsheet shows how imports skip people who are already in your CRM.