Merge duplicate contacts — and undo a merge
Join two records of the same person into one, see possible duplicates with the reason, and undo a merge from its history.
The same customer could end up as two contacts — for example, once from an import and once when they wrote to you. Their chats and notes were then split between the two.
Merge
On a contact's page, or in the contact panel next to a chat, choose Merge and pick the contact that stays. The chats, notes and other records of the second contact move to it. Two contacts with different phone numbers cannot be merged.
Possible matches
Possible matches lists contacts that look like the same person, with the reason for each, so you can merge them in one step.
Undo
Merge history lists every merge, and each one has Undo.
Merging is for admins and managers. See the contacts guide.