Someone may inquire through a form, call, and WhatsApp. Separate records can cause repeated questions, two owners, or conflicting reminders.
What may be happening
Distinguish contacts from opportunities. A customer can have several legitimate jobs. Blind merging can erase that distinction and lose context.
What to change first
- Normalize phone and email formats while retaining original history where appropriate. Define matching rules.
- Manually review uncertain matches. A shared phone number does not prove two people are the same.
- Test integrations to update an existing contact and create a new opportunity for a different service.
An example to adapt
Example: an office may request recurring cleaning and then a separate assessment. Keep the relationship in one record while identifying each inquiry’s scope and owner.
How to check progress
Count confirmed duplicates and repeated messages before and after changes. Review merges to preserve necessary information.
Questions about this problem
Can I automatically merge by name?
That is not reliable enough on its own. Combine signals and use review when uncertain.
Your review checklist
Check what you have reviewed. This list is kept only while this page stays open.
How we can help
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