The Merge Record feature allows you to consolidate two CRM records into one. When merging, you first choose which record’s information you want to keep, and then that record’s data will overwrite any conflicting information from the second record. The second record is permanently removed once the merge is approved.
Merges cannot be undone. The second record will no longer exist after the merge is approved and cannot be recovered. Make sure you have identified the correct records and the correct merge direction before submitting for review.
Eligibility
Records must meet the following criteria to be eligible for merging:
- Both records must be in an Approved or Pending Review state.
- Both records must be the same type. For example, a Contact record can only be merged with another Contact record, and an Investor record can only be merged with another Investor record.
- Records that are both an Investor and a Contact are not eligible for merging.
Steps
- Navigate to the CRM Records page:
- Click CRM in the left nav menu, or
- Click View All in the CRM Records tile on the Home page.
- Use the search bar or filters to locate the record whose information you want to keep.
- Open the record by clicking on the record name.
- In the action ribbon at the top right of the record, click Merge Record.
- Search for and select the record whose information will be replaced.
- Review the merge preview. Fields where the two records differ will be displayed showing:
- Old Value: the data from the record being replaced (the second record selected)
- New Value: the data that will persist after the merge (the record you started from)
- Click Submit for Review.
- A reviewer must approve the merge request before it is finalized.