How to avoid duplicate contacts

    CategoryContacts and Companies
    Article typeDocumentation
    Estimated reading time 5 min read
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    GEVADE CRM automatically checks for duplicates based on Email Address or Phone Number. To fix existing duplicates, select the affected contacts in the list view and use the 'Merge Contacts' action.

    Who this article is for

    CRM administrators and anyone responsible for importing or managing data.

    Overview

    Duplicate contacts split conversation histories, skew reporting, and can result in embarrassing situations where a customer receives the same automated email twice. Maintaining a clean database requires understanding how the system prevents duplicates and how to resolve them when they occur.

    Before you begin

    • Understand that merging contacts is a permanent action that cannot be undone. Review data carefully.

    Step 1: Step 1: Understand Deduplication

    By default, when a form is submitted or a CSV is imported, the system looks for an existing match using Email Address (Primary identifier) and Phone Number (Secondary identifier). If a match is found, the system updates the existing record rather than creating a new one.

    Step 2: Step 2: Find Duplicates

    Go to the Contacts list and search for the person's name.

    Step 3: Step 3: Select Duplicates

    Check the box next to the duplicate records (select up to 10).

    Step 4: Step 4: Initiate Merge

    Click the Merge Contacts icon at the top of the list. A window will appear showing the conflicting data.

    Step 5: Step 5: Resolve and Merge

    Select which record should be the Master Record (the primary data source). For any conflicting fields, choose which data to keep. Click Resolve & Merge.

    Configuration note

    When contacts are merged, their conversation histories, notes, and activity logs are combined into the master record. During a CSV import, always check the 'Advanced Options' to ensure your deduplication preference (Email or Phone) is set correctly. Review contact data carefully before bulk changes.

    Important clarification

    Merging different people: Accidentally merging 'John Smith' and 'John Smythe' without verifying they are the same person. Always check emails and phone numbers before merging. Relying solely on names is a mistake as the system does not deduplicate by Name.

    Resolution guidance

    Why did a form submission create a duplicate?

    If a user submits a form using a different email address and phone number than what you have on file, the system has no way of knowing it is the same person and will create a new record.

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