How do I merge two contacts that are actually the same person?

When the same person ends up as two contacts, they texted you once and also filled in a web form, say, merge combines them into one. Their conversations, messages and notes move onto the contact you keep, and the duplicate is archived. This is available depending on your account, it needs your organization's task management tools (shown as TMS in your sidebar) turned on.

Merge two contacts

1. Open the contact you want to keep, this is the one everything moves onto.
2. Click Merge in the header. (On a contact's page the contact you opened is the one that stays; click Swap in the preview if you want it the other way.)
3. Search for the duplicate by name, email or phone, and select it.
4. Review the confirm step. It shows both people side by side, each with name, email and phone, under the labels Keep and Merge away, so two contacts with the same name are easy to tell apart. Below them is how many conversations, messages and notes will move over.
5. Click Merge contacts. The duplicate's history moves onto the contact you kept right away, and the duplicate itself is archived, it stays in your records for audit purposes but no longer appears as an active contact. If you open an old link to the duplicate, its page says which contact it was merged into, with a link to that contact, and it can no longer be edited.

Merge from a chat or a task

You do not have to leave the inbox. A new chat often arrives as a duplicate of a customer you already have, so the customer panel beside a conversation, and the customer panel in your task workspace, both have a Merge button between Edit and Delete.

1. Open the duplicate: the chat or the task you are looking at.
2. Click the Merge button under the customer's name.
3. Search for the customer you want to keep and select them. Here the customer on screen is the one that gets merged away, and the one you pick is the one that stays. If you picked the wrong way round, click Swap.
4. Review the preview, then click Merge contacts.
5. The chat now belongs to the customer you kept, and shows alongside their other chats. In your task workspace, the customer you merged away leaves your queue and the customer you kept opens in their place.

What does not move

Consent records and other billing or call history stay on the archived contact, on purpose, for your compliance records. Everything a customer would notice, their conversations, messages and notes, moves to the contact you kept.

Who can do this

Unlike importing contacts, merging is not limited to admins, and neither is deleting a contact any more: any admin or advisor who can already see the contact can merge it, as long as your account has task management turned on.

Peakify may point out a likely duplicate for you

On a contact's page, if Peakify spots another contact with a very similar name or email, or the same phone number, you will see a "Possible duplicate" notice with a Review merge button already pointed at that candidate. It never merges anything on its own, it opens the exact same merge screen, one click away.

If it says the contact is already merged

Someone may have merged this exact pair, or merged one of them into someone else, since you opened the page. The message names who the contact actually merged into, with a link to open that contact directly.