> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hiveku.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Merge Two Records for the Same Person

> Find two contacts that are the same person, ask your sales agent to merge them into the one you keep, and approve the merge

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.

## 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](https://mintcdn.com/locusdigital/8yUhJ6HL1jOxWc3w/images/how-tos/crm/mrg-01-find-duplicates-closeup.webp?fit=max\&auto=format\&n=8yUhJ6HL1jOxWc3w\&q=85\&s=0319f35de59cba8622bd5e16dffc738f)

## 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](/how-tos/crm/ask-your-sales-agent)). 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:

```text wrap theme={null}
I have two contacts for the same person, Sage Whitlock: one with the email sage.whitlock@example.com and one with only a phone number. Merge them into the one with the email.
```

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](https://mintcdn.com/locusdigital/8yUhJ6HL1jOxWc3w/images/how-tos/crm/mrg-02-ask-to-merge-closeup.webp?fit=max\&auto=format\&n=8yUhJ6HL1jOxWc3w\&q=85\&s=c22f470699dcb8668b5860964221e796)

**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](mailto:sage.whitlock@example.com).

![Approval required: Merge contact Sage Whitlock INTO sage.whitlock@example.com (loser is soft-deleted), outlined](https://mintcdn.com/locusdigital/8yUhJ6HL1jOxWc3w/images/how-tos/crm/mrg-03-approval-card-closeup.webp?fit=max\&auto=format\&n=8yUhJ6HL1jOxWc3w\&q=85\&s=e776100fd67c712f2a928bd8088334c4)

**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](https://mintcdn.com/locusdigital/f_PhjeIrAwZRBrhF/images/how-tos/crm/mrg-04-approve-closeup.webp?fit=max\&auto=format\&n=f_PhjeIrAwZRBrhF\&q=85\&s=0162b75f561f5597d6c3f4098130ce18)

## 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](https://mintcdn.com/locusdigital/f_PhjeIrAwZRBrhF/images/how-tos/crm/mrg-05-merged-record-closeup.webp?fit=max\&auto=format\&n=f_PhjeIrAwZRBrhF\&q=85\&s=15c18e3c6e93e21031ea9cfb5ccb3a2a)

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.**

## 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.

> [!NOTE]
>
> 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.

## 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](/how-tos/crm-contacts) covers everything about contacts, and [Bring Your Contacts In from a Spreadsheet](/how-tos/crm/import-contacts) shows how imports skip people who are already in your CRM.


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