Identify and Merge Duplicate Team Contacts Using the Command App (Teams) – KW Answers

We now have the ability to 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).

Team Considerations

Team members with Enhanced or Unlimited permissions have the ability to select and merge any two contacts in the team Command account. That means you have to be very purposeful here. If you merge a contact a team member owns and select it to be the one that is merged (and lost), they will lose access to that contact.

Team members with Standard permissions can only use Bulk Actions in Contacts to merge (see the note in step 1 of the Merge Contacts section), and won't have access to the Database Cleanup Settings page. They can only merge contacts they own. If a team member with Standard permissions tries to merge a team-owned contact, even if just one of the selected contacts is team-owned, the system will stop you and let you know why.

Data Considerations

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 team contacts using the Command App:

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

2. If you have your personal Command account selected, tap your profile picture, at the top left of the screen, and select your team Command account from the menu.

3. 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.

ca teams contacts check for duplicates.png

4. 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 teams contacts merge bulk.png

5. 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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