Identify and Merge Duplicate Contacts Using the Command App – KW Answers

We now have the ability identify and merge duplicate contacts using the Command App! This is a quick and easy process where you choose the contact you want to keep, and the system will merge the information from the other contact into the primary. You have the ability to see how the data will merge before completing the action. Once this is done, the information from the other contact will merge with the primary, and the other contact will be permanently deleted (with no way to undo).

You can also do this if you are on a team, and there are a few extra considerations in the team account. Click here to learn more.

Before you start merging contacts, it's important to know how the data will merge. Empty fields will be populated with the information from the other contact. Some of the data will truly merge (tags, notes), with you not losing the information. Some information from the other contact will be merged, but moved from the "Primary" spot (contact information), and some information will be lost totally if both contacts have that field populated (description).

Click here to see a full breakdown of how information is merged.

To identify and merge duplicate contacts using the Command App:

1. Log in to the Command App with your KW login credentials.

2. Click to access the Contacts Applet, , at the bottom of the screen. Tap the ellipses icon, , at the top right of the screen, then select Check for Duplicates.

You will see a message pop-up letting you know that it might take a few seconds to process, and that you will receive a notification once the process is complete.

3. Click to access your Notifications, , at the bottom of the screen. You should find a "Database Scan Completed notification, click Review Duplicates. You will see a list of all potential duplicates, find the pair you want to merge, then click Review Merge.

You also have the option of tapping Ignore, if you know they aren't true duplicates and you want to keep both. This will prevent this pair from being identified as a duplicate in the future.

You can also go through the Contacts Applet to merge contacts. This is especially helpful for sets of duplicates that you have Ignored on the Settings page.

Access the Contacts Applet, , and select the contacts (two contacts only) you want to merge by checking the check box to the left of their names, then select Merge Contacts.

ca contacts merge bulk.png

4. Next, choose the contact you want to keep, then tap Merge & Delete Duplicate, at the bottom of the screen.

While you are looking to see which one to keep, you can scroll the bottom of the screen to see more information about what will happen with the data, if you move forward with the contact that is selected.

There are a few reasons why a contact cannot be chosen as the contact to to merge (and lose):

The contact is active on a SmartPlan - if you have added the contact to a SmartPlan, and it hasn't gone all the way through the workflow, you won't be able to select the contact as the one to merge (and lose) until you remove the contact from that SmartPlan.
The contact is associated with an Opportunity - if the contact is associated with an Opportunity, you won't be able to select the contact as the one to merge (and lose) until you remove that contact from the Opportunity (you can then replace it with the contact you want to keep here).
The contact is registered and connected to your KW App/Site - if the contact registered on your KW App or Site, you won't be able to select the contact as the one to merge (and lose). There is no way to remove the connected status for a contact.

The system will prevent you from selecting contacts in these situations as the one to merge (and lose) and will let you know why. If both contacts are in any of these situations, you won't be able to merge the contacts until you take action on at least one of the contacts.

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