Occasionally, duplicate contacts may appear in your Contact Directory. This can happen if:
- A contact was manually added more than once
- A contact submitted multiple forms
- A contact was created through different workflows
Merging contacts helps keep your directory clean and ensures all communication history and data are consolidated into one record.
When Should You Merge Contacts?
You should merge contacts when:
- Two or more records represent the same person
- Communication history is split across multiple records
- Duplicate records are causing confusion
Merging ensures:
- Contact history stays intact
- Emails are consolidated
- Location and related data remain attached to one primary record
How to Merge Contacts
Step 1: Navigate to the Contact Directory
- Go to Contact Directory.
- Locate the duplicate contact records.
Step 2: Select the Duplicate Contacts
- Use the checkboxes on the left side of each contact record.
- Select at least two contacts to merge.
- You may select more than two if necessary.
Step 3: Click the Merge Contacts Icon
After selecting the records:
- Click the Merge Contacts icon.
- A Merge Contacts window will appear.
Understanding the Merge Window
The merge window shows:
- A preview of what the merged contact will look like
- A comparison of field data between records
- Options for selecting the primary contact record
Choosing the Primary Contact Record
You must select a default (primary) contact record.
We recommend choosing:
- The contact that contains locational data
- The record with the most complete information
- The record tied to active workflows
Select the preferred primary record at the top of the table.
This will determine which base record remains after the merge.
Reviewing Field Data
The merge window displays discrepancies between contact records.
You may notice:
- Differences in phone numbers
- Variations in names
- Missing fields in one record but not another
Matching Fields
At the bottom, you can toggle Show Matching Fields.
These fields:
- Already match across records
- Do not require selection
- Will merge automatically
Email Addresses
All email addresses will automatically merge into the final contact record.
You cannot choose a single email to keep.
This ensures:
- Full communication history is preserved
- No past conversations are lost
Completing the Merge
Once you have:
- Selected the primary contact
- Reviewed discrepancies
- Confirmed your selections
Click Merge Contacts.
You will see a confirmation alert at the bottom of the screen indicating the contacts were successfully merged.
The alert will include a link to open the newly merged contact record.
If You Receive an Error (Red Alert)
If you receive a red error notification instead of a success message, it is likely because:
- The contact was created through a portal and updating the email address is not permitted
- The contact is tied to Aptly Access
Contacts created through certain system processes cannot be merged because they are directly associated with a user account.
If this occurs, you may need to:
- Review which record should remain active
- Archive or manage the duplicate differently
Summary
To merge duplicate contacts:
- Go to Contact Directory
- Select duplicate records using the checkboxes
- Click Merge Contacts
- Choose a primary contact
- Review and confirm field data
- Complete the merge
Merging contacts keeps your database clean, prevents confusion, and ensures communication history remains unified.