Merging duplicate contacts
Duplicate contacts happen — a customer books through the website using one email and calls in using a different one, or someone's name is entered two different ways over time. Merging lets you combine two contact records into one without losing any history.
Before you merge
Take a moment to decide which record should be the primary (the one that survives) and which should be the secondary (the one that is absorbed and removed). The primary record keeps its name, contact details, and settings. The secondary record's bookings, messages, and history get moved onto the primary.
Once merged, the secondary record is gone. This cannot be undone, so double-check both profiles before proceeding.
How to merge
Open the contact you want to keep as the primary record.
Click the options menu (the three-dot icon near the top of the profile).
Select Merge with another contact.
Search for the duplicate contact by name, email, or phone.
Review the two records side by side. Confirm which is primary and which is secondary.
Click Merge.
Inspector Studio will move all bookings, messages, notes, and agreements from the secondary contact onto the primary, then remove the secondary record.
What gets merged
All bookings linked to the secondary contact are re-linked to the primary.
Message and thread history from the secondary contact is preserved and moved.
Notes from both records are combined.
Signed agreements remain attached to their original bookings, which are now under the primary contact.
Additional phone numbers and email addresses from the secondary contact are added to the primary's contact details (you can remove duplicates afterward).
After merging
Review the primary contact's profile to make sure everything looks correct. You may want to clean up any redundant phone numbers or email addresses that were added from the secondary record.
If the contact has portal access, they will continue to log in using the primary contact's email address.
Was this article helpful?