Freshworks CRM gives you the option to merge contacts.

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When you have different records for the same contacts, it becomes difficult to track their correspondence over time. You may not want to delete the records as some of them might have data that you could use in future even if they aren’t active. Moreover, if Freddy is enabled on your Freshworks CRM account, you will also be presented with duplicate records present in the system.

In such a situation, you can choose to merge your records into one primary record that has the data from all the records merged.

How to merge contacts?

To merge contacts,

  1. From the Contacts list view page, select the contacts to merge. You can merge a maximum of 25 contacts at a time.

  2. In the Merge Contacts overlay, choose a contact to retain in Freshworks CRM.

  3. The contact that you choose is the Primary record and all the other contacts become Secondary records.

    • The data from the primary record is retained.

    • If the primary record has blank fields, then the data from the secondary records is filled in those fields. 

    • The secondary records are then deleted permanently.

  1.   Click Merge to merge the contacts. Contacts once merged cannot be split into their individual records.

What happens after I merge contacts?

The following is a list of all the contact properties that get updated, once contacts are merged:

  1. Contact fields - The primary record is retained with its values. If the primary record has blank fields, then the values of the most recently updated secondary record are filled. However, the following contact fields are updated as follows,

    • Created at - The date of the oldest record (primary or secondary) created.

    • Updated at - The date when the contacts are merged. 

    • Territory -  If the primary record does not belong to any territory, it is then run against all the territory rules in your account and added to the respective territory. 

  1. Appointments & Tasks - The appointments and tasks of all the secondary records is merged with the primary record.

  2. Notes - The notes of all the secondary records are merged with the primary record.

  3. Deals - The deals of all the secondary records is merged with the primary record as long as the deals belong to the same account as the primary record. 

  4. Account - If the primary record does not have an account of its own, the account of the most recently modified secondary record is merged with the primary record.

  5. Conversations - All conversations, inclusive of phone calls and voicemails, and chat conversations of the secondary records, is associated with the primary record. Their email address and phone number (in call logs) is replaced with the email address and phone number of the primary record.

  6. Subscription - Subscription type and status will reflect that of the primary record.

 8. Activities Timeline - The activities of all the secondary records is merged with the primary record.