This feature is powered byFreshworks’ AI-powered sales assistant. Freddy uses ML algorithms to continually learn from data stored in the web application and builds understanding to report duplicate records and deliver deal insights.Freddy,
Freddy detects duplicate contacts in your account to help you maintain clear and accurate data. The deduplication functionality, which is powered by Freddy, proactively looks for, detects, and displays duplicate records using a smart match algorithm.
How does Freddy detect duplicate records?
Freddy searches your contacts and looks for matches between records by analyzing the following fields of each record:
Duplicates are detected by analyzing multiple fields and identifying relevant matches between fields. Results are ranked in descending order of relevance or accuracy with the topmost record being the most likely duplicate.
For example, in the following screenshot, notice that records that have matching email addresses, different versions of the same phone number, and possible nicknames are all detected as duplicates for one record.
In practice, Freddy AI detects duplicates in the following scenarios:
Once a set of duplicates is detected, users can execute one of the following actions:
Merge: Merge allows users to move the values of a duplicate contact under the primary record and remove the duplicate. Merging the two records will bring all data such as email addresses and recent conversations into the primary record.
Here’s how this works:
Consider an example where there are multiple contacts that bear the name Robert Andrews, Bob Andrews, Rob Andrews. When you open one of these contacts, say Robert Andrews, Freddy detects and displays matching records as duplicates. When you merge, a duplicate record is merged with ‘Robert Andrews’ as the primary record.
View & Edit fields: You can view the fields of the duplicates from the primary record to gather more context.
Assign to: There are instances when two or more records may have been created for the same contact. In such a scenario, you can reassign those duplicate contacts to a single owner.
Send email: If a duplicate has an email associated with it, you can send an email.
Delete: The delete function deletes the duplicate record from your account.
Not a Duplicate: If a record is not a duplicate, you can remove the duplicate record so that the record does not appear in duplicate results.
Note: Freddy is enabled by default on the web application. If you want to disable Freddy from detecting smart matches, go to Admin Settings > CRM Settings and uncheck the option ‘Check for duplicates through smart matches’. This will restore your settings to the former deduplication feature.
Freddy does not detect contact duplicates when email id contains generic keywords like info, careers, work, help, etc. In such cases, even if there are two contacts with say email@example.com, they would not appear in either the duplicates section.
Smart connections section is intended to show only different contacts and assumes those with same email ids are duplicates and hence these email ids will not show there either.
If you would like to send us feedback on this feature, write to us at firstname.lastname@example.org