- The suspected duplicate contacts and safe identifiers
- Evidence that the records represent the same real person
- The surviving contact, field, consent, owner, and relationship decisions
- A record of any prior merge attempt or visible error
A suggestion is not identity proof
Open Contacts → Duplicates. WRKZY proposes possible pairs from identity rules and confidence/risk signals. Nothing is merged until an authorized reviewer confirms it. Members can inspect proposals; Owners and Admins perform merges or dismissals.
A safe merge preserves more than the surviving name
- 01HubCustomer record
The durable identity shared by every workflow.
- 02EvidenceTimeline and consent
What happened and which communication is allowed.
- 03SignalConversation
The current customer exchange and channel state.
- 04RevenueDeal or quote
Commercial intent, value, and buyer decision history.
- 05OutcomeOwned next action
The named person, due point, and expected outcome.
Review one pair
- Filter by risk, confidence, age, owner, lifecycle, source, or rule.
- Open Review and merge.
- Decide whether both records represent the same person using identifiers, companies, source, activity, and relationships.
- Choose the contact to keep.
- For every conflicting standard and custom field, choose the truthful value.
- Read the impact: relationships and both identifiers route to the survivor; the duplicate is archived.
- Select Merge contacts.
- Open Merge history and verify the survivor, archived contact, and undo deadline.
| Decision | Use when | Effect |
|---|---|---|
| Merge contacts | Identity is the same and field choices are verified | Survivor stays active; duplicate archives; merge ledger supports 30-day undo |
| Not a duplicate | Records are different people | Exact pair is suppressed; records remain unchanged |
| Snooze 30 days | Evidence is temporarily insufficient | Proposal returns later without forcing a decision |
| Review group merge | Several connected records represent one identity | Dry run and contradiction flags precede reviewable child merges |
| Preview bulk merge | Selected high-confidence non-overlapping pairs need controlled processing | Dry run skips unsafe connections; confirmation merges eligible items in one controlled operation |
Undo a mistaken merge
In Merge history, select Undo merge while available. The archived contact and relationships recorded in the merge ledger are restored; edits made after the merge are preserved. Review the undo summary and both contacts. Entire clusters can be undone through their parent history where available.
If the window is closed, do not manually recreate the archived record from memory. Escalate with the merge audit ID and intended identity correction.
Diagnose missing or repeated proposals
If the pair disappeared, check Suppressed pairs, merge history, filters, snooze, and whether it is part of a cluster. If it returns after Not a duplicate, review whether a different identity rule produced another connection. Administrators can simulate and govern identity rules; do not weaken rules globally to resolve one pair.
Avoid collision damage
Never choose a survivor based only on the record with more fields. Prioritize verified identifiers, current owner/context, activity, consent evidence, and relationship integrity. A blank value may be safer than an incorrect populated value.
Escalation packet
Provide workspace, pair/cluster and contact IDs, confidence/risk signals, rule, chosen survivor, conflicting field names (not unnecessary values), merge audit ID, undo deadline/status, and safe screenshots.
- Same-person identity verified
- Survivor chosen from trusted evidence
- Every conflict reviewed
- Merge or dismissal appears in history
- Undo summary checked when used
- Rule changes separated from one-off recovery