Merging Duplicate Records

When the same company or person ended up in your workspace twice, merge the copy into the record you keep. Everything attached to the copy moves to the record you keep, nothing is deleted, and an owner can undo it.

Who Can Merge

Owners and admins can merge. Records of CRM Companies and Contacts can be merged; other kinds of records cannot. AI agents and API keys never merge records.

Merge a Record

1. Open the record you do not want to keep (the copy).
2. Select Merge Into at the top right.
3. Find the record to keep: start typing its name, then select it.
4. Read the preview. It lists everything that will move and how many of each, and the details the record you keep will take from the copy.
5. Select Merge. The record you keep opens.

The preview never changes anything (action core.records.merge.preview). The merge itself is action core.records.merge.

What Moves

Everything linked to the copy moves to the record you keep:

• every record in any app that links to it: contacts, activities and notes, tasks, deals, tickets, invoices, payments, subscriptions, billing accounts, websites, projects, proposals, contracts, meetings, and any module your company added;
• its files, and files attached to it;
• what apps keep about it on their own: withdrawn cancellations and the files kept in the account's history (CRM), text conversations and calls (Calls), and meeting bookings (Meetings).

Each record that moved shows the change in its own history.

Details on the Record You Keep

The record you keep keeps every value it has. A field it has empty takes the copy's value, for the fields you can see and change. Logins and record numbers never move.

The Copy Is Kept

The copy is never deleted. It is marked Merged into the record you keep, and it no longer shows in lists, searches, or the choices of a link field. An old link to it, or its record number, opens the record you keep instead, with a note saying which record the link was for. The copy cannot be changed any more.

On the record you keep, Merged Records lists each record merged into it, when, and by whom (action core.records.merges). See Its History shows the copy's own history (action core.records.merge.history).

Undo a Merge

Owners can select Undo Merge under Merged Records (action core.records.merge.undo). Everything that moved and is still where the merge put it goes back to the copy, the fields it filled in are emptied again unless someone changed them since, and the copy shows in lists again. Anything your team moved by hand after the merge stays where they put it.

When a Merge Is Refused

A merge does not go ahead, and the preview says why, when:

• the two are the same record, or either was already merged into another record;
• one is a test account and the other is not;
• the copy has a cancellation standing (scheduled or completed). Withdraw it first, or cancel the record you keep instead;
• a payment on one of the copy's invoices is in progress. Merge once it has gone through or failed;
• both companies have a billing account, so the record you keep would be billed two ways. Keep one of them first;
• Hold Collections is on for the copy;
• the merge would move more than 5,000 things at once.

Every merge and every undo is in the Activity Log (Settings, Activity Log).