Find and merge duplicate contacts

Permissions and evidence

All roles can inspect duplicate comparisons. Only workspace owners and admins can merge or dismiss records. WRKZY detects strong phone, email, external identity, Unicode-aware name, and name-plus-company signals, then shows a confidence score and the reasons for the match. Confidence is evidence to review—not permission to merge blindly.

Review one pair

1. Open Contacts → Duplicate contacts.
2. Start with Needs review, then inspect high-confidence pairs. Search can use names, emails, phones, or companies.
3. Compare activity, conversations, deals, company, owner, lifecycle, contact methods, and channel-consent evidence on both records.
4. Choose Review and merge only when the two identities are the same person.
5. Select the surviving contact. Prefer the record with stronger provenance and active relationships, not simply the newest record.
6. Choose the value to keep for every conflicting standard and custom field. Secondary phone, email, and external identifiers can remain routing aliases.
7. Confirm the preview. WRKZY moves relationships to the survivor and archives the duplicate.

Bulk and cluster safeguards

Use Preview bulk merge only for non-overlapping connections at 95% confidence or higher. The dry run skips overlapping, risky, or lower-confidence pairs for individual review. A cluster preview shows every connected record, the proposed survivor, evidence links, and contradiction flags before a group merge.

Mark a pair Not a duplicate when the records are intentionally separate; that decision is retained and helps the review queue. Snooze only when later evidence is expected.

Verify and undo

After merging, open the survivor and check contact methods, company, consent, conversations, deals, quotes, tags, lists, and custom fields. Search the archived identity and confirm it routes to the intended surviving context.

Merge history provides a 30-day undo when the ledger says recovery is available. Undo restores the archived contact and recorded relationships while preserving later edits. Review both restored contacts immediately; do not leave them active with the same routing identity without a plan.

Maintain identity quality

Owners and admins can tune matching rules, reconciliation policy, reviewer ownership, and review health. Simulate custom rules before enabling them. A broad name-only rule can create dangerous false matches; exact identity and compound evidence should carry more weight.