Published
Merging two cards of the same person into one
Select exactly two cards in the list and choose “Merge”: the contact journal, the documents and the amounts move to the surviving card, the duplicate goes to trash.
The same person sometimes gets in touch twice: once through the site form and once by phone, and two cards open in the system. Half of the history sits in one and half in the other, and whoever picks up the phone does not see the whole picture. The two can now be merged: select exactly two cards in the list of leads and choose the “Merge” action.
Before anything happens, a window shows both cards side by side: number, name, phone, language line, stage, date of submission and number of touches. The same window is where you choose which card stays. The earlier one is offered by default, because the first touch with a person is where the lead starts counting, and there is no reason to give it up.
What the merge does: the whole contact journal, the documents and the amounts of the losing card move to the surviving one. Empty fields on the surviving card are filled in from the losing one, the email for instance, the text of the message, or the phone if it has none of its own; fields that are already filled are left alone. The touch counter is added up, and the next call is the earlier of the two. A system entry, “Merged with no…”, appears in the journal of the surviving card. The losing card is marked as a duplicate and goes to trash, where it sits for 30 days with a link to the surviving card. Consents move across as well, if the ones on the losing card are more recent.
A repeat enquiry from the phone number of the losing card now reaches the surviving card and does not create a third one. That is half the point: otherwise the duplicate would come back on its own within a week.
- The action is available to the office owner and to a senior member of staff.
- Both cards have to be on the same language line, neither of them in trash, and a closed deal cannot be merged.
- Both events are written into the access log, without personal data.
A merge goes one way: the losing card stays in trash marked as a duplicate, and it cannot be brought back to life as a lead of its own. That is why the window shows both cards in full before the click rather than after it.
Want to see this on your own office's inquiries?