When the same person has two contact records in Contacts, you can combine them. You open the record to keep, then merge the other one into it. For example, Sophie Lambert writes to you on WhatsApp without showing her number, then calls from +32 2 012 34 56: she has two records.
Merge two contact records#
- Open Contacts, then the record you want to keep.
- Click the three dots (⋯) at the top right, then Merge. The Merge another contact into this one window opens.
- In Contact to merge, search for the other record by name, phone or email, then select it. To change it, click Choose a different contact.
- Check the preview: on the left, KEPT CONTACT is the open record; on the right, MERGED IN is the one that will disappear. Each side shows the name, the Identifiers that will move: and the number of conversations.
- Click Merge contacts. The button stays greyed out as long as no valid record is chosen.
What happens to the record kept#
Item | After the merge |
|---|---|
Phone numbers, emails, WhatsApp accounts | All move to the record kept. Its primary phone and primary email stay the primary ones. |
Conversations | They join the record kept, each in its own thread. Nothing is mixed. |
Calls and activity | They join the record kept. |
Contact type | The types of both records add up, for example Buyer and Seller. |
Name and language | Those of the other record only fill empty fields. |
Other attributes | If the values differ, the record kept wins. |
AI summary | I keep the more recent of the two. |
When the merge is refused#
Situation | What to do |
|---|---|
You chose the record that is already open | Choose the other record. |
The other record was already merged elsewhere | Find the record that received it and merge that one. |
One is a Team member, the other is not | If the role is wrong, remove it from one of the records and try again. Otherwise, do not merge. |
The two records point to two different records in the same CRM | They are two people for your CRM. Check in the CRM first. |
Good to know#
- To avoid a duplicate, rather add the missing number or email to the right record with Add phone or email. See how I link a person to a contact.
- The contact record's three-dot menu (⋯) also offers Refresh AI brief.