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.
3. Search for the duplicate by name, email or phone, and select it.
4. Review the preview: 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.

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 deleting or importing contacts, merging is not limited to admins. 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, 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.