Duplicates
Find accounts and contacts that are the same company or person, and merge them into one.
Imports, sign-ups from support and manual entry sometimes create the same company or person twice. The CRM spots likely duplicates and lets owners and admins merge them: one record stays and takes over everything from the other.
Only workspace owners and admins can merge. Everyone else doesn't see the Duplicates page or the merge buttons.
What counts as a duplicate
| Records | Look alike when they share… |
|---|---|
| Accounts | the same domain, or the same name — legal forms and capitalization don't count, so “Acme GmbH” and “ACME” match |
| Contacts | an email address, or the same name at the same account |
Records that match each other in any of these ways end up in one group. Each group says why, e.g. Same domain: acme.de or Same name at Acme. The list is worked out fresh every time you open it.
Find them
- CRM → Duplicates lists every group, with Accounts and Contacts tabs. No duplicates found means nothing matches.
- On an account or contact page, a hint names the records that look like this one.
- Merge with … on an account or contact page lets you pick any other record by hand — likely duplicates first, then a search.
Merge two records
- Click Merge… on a group (or on the hint), or Merge with … on a record.
- Under Which one do you keep?, choose the record that stays. With more than two in the group, choose which one to merge in under Merge in.
- Check Compare fields. Empty fields of the record you keep are filled in from the other one. Where the two differ, the kept record's value stays unless you click the other value.
- Read What happens — how many contacts, deals, activities and files move over.
- Click Merge accounts (or Merge contacts).
The other record is then deleted. A merge can't be undone.
What the merge keeps
Accounts — the kept account takes over the other one's:
- contacts, deals, notes, calls, tasks and meetings,
- files,
- link suggestions,
- the link to a support customer, if only the other account had one.
Contacts — the kept contact takes over the other one's:
- email addresses and phone numbers (its own primary ones stay primary),
- accounts,
- deals, notes, calls, tasks and meetings it was part of,
- the connection to a portal user, if only the other contact had one.
The kept record's timeline gets an entry like Merged account “Acme GmbH” into this one, saying who merged and what moved.
If an import created the record you keep, undoing that import later won't delete it.
When a merge isn't possible
- Both accounts are linked to a support customer. Unlink one of them first (how).
- Both contacts are connected to a portal user. Unlink one of them first.
- The merged contact would be too big. A contact can belong to at most 50 accounts and have at most 20 email addresses and 20 phone numbers. Remove some from one of them first.
The dialog tells you which applies before you merge.