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Merging Duplicate Clients

Combine duplicate client records into a single, complete profile

Written by Hayden Zammit Meaney

Merging Duplicate Clients

Duplicate client records can creep into any CRM — different team members might add the same client, or variations in spelling create separate entries. Merging duplicates keeps your database clean and ensures all information about a client is in one place.

Why merge duplicates?

Duplicate records cause problems:

  • Incomplete picture — communication history split across records

  • Wasted effort — multiple team members contacting the same client

  • Poor service — missing context when information is fragmented

  • Inaccurate reporting — client counts and statistics are inflated

Merging combines everything into a single, complete client profile.

Finding duplicate clients

Automatic duplicate detection

Launchpad helps identify potential duplicates:

Go to Clients

Click Tools in the toolbar

Select Find Duplicates

Review the suggested matches

Duplicates are detected by:

Matching email addresses

Similar business names

Same phone numbers

Similar addresses

Manual search

If you suspect a specific duplicate:

Go to Clients

Search for the client name

Review results for duplicates

Note any records that should be merged

Merging two clients

Step-by-step merge

Go to Clients

Find one of the duplicate records

Open the client record

Click More (three dots) in the top right

Select Merge with Another Client

Search for the other duplicate record

Select it from the results

Review the merge preview

Choosing the primary record

You'll be asked to choose which record to keep as the primary:

Keep this one — the record you started from becomes primary

Keep the other — the record you're merging becomes primary

The primary record keeps its:

  • Client ID

  • Primary email address

  • Business name (though you can edit this)

Selecting data to keep

For fields that differ between records, choose which value to keep: This table is not viewable on this platform. Please use a browser to view this article. Select the most accurate or up-to-date value for each field.

What gets merged automatically

These items are combined from both records:

  • Contacts — all contacts from both records

  • Communications — complete email and message history

  • Notes — all notes preserved

  • Bookings — all booking records

  • Files — all attached documents

  • Tags — combined tags from both records

  • Activity history — complete timeline

Completing the merge

  • Review all merge decisions

  • Click Merge Clients

  • Confirm the action

The duplicate record is removed, and all data is consolidated into the primary record.

Bulk duplicate resolution

If you have many duplicates to resolve:

  • Go to Tools > Find Duplicates

  • Review the list of potential duplicates

  • For each pair:

- Click Merge to combine them - Click Not Duplicate to dismiss the suggestion

  • Work through the list

Setting duplicate rules

Configure how duplicates are detected:

- Match sensitivity (strict, moderate, loose) - Fields to match on - Automatic suggestions vs. manual review

Undoing a merge

Merged records cannot be automatically separated. However:

  • Activity is preserved — all communications and notes are kept

  • Export first — if unsure, export both records before merging

  • Contact support — in exceptional cases, support may be able to help

Always review carefully before confirming a merge.

Preventing duplicates

Reduce future duplicates:

  • Search before adding — always check if a client exists

  • Use consistent naming — agree on conventions (e.g., "Pty Ltd" vs "PTY LTD")

  • Import carefully — check for existing matches during imports

  • Enable duplicate warnings — get alerts when adding similar clients

Enabling duplicate warnings

  • Go to CRM Settings

  • Click Duplicate Detection

  • Turn on Warn when adding similar clients

  • Save

You'll see a warning if you try to add a client similar to an existing one.

Merge permissions

By default, only team members with CRM Manager permissions can merge clients. This prevents accidental data loss. To merge clients, you need:
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  • CRM access

  • Edit permissions

  • Merge permission (granted by administrators)


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Tips for clean data

  • Regular audits — run duplicate detection monthly

  • Train your team — ensure everyone knows to search before adding

  • Review imports — always check import data for duplicates

  • Standardise data — use consistent formats for phones, addresses

  • Act quickly — merge duplicates as soon as you spot them

A clean database is a powerful database. Merging duplicates ensures every client interaction is captured in one complete record.

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