Page Comparison

1. Potential duplicate alert on contact record

A potential duplicate is identified when at least one phone number and/or email address is detected on more than one contact record

On contact record:

• On the middle panel, an exclamation mark is displayed beside Status

  

• Hovering over the exclamation mark displays more information

  

2. View details of potential duplicate(s)

The Merges/Duplicates button displays the number of potential duplicates the contact currently has, click the button to display more details

On contact record:

• Click Merges/Duplicates

  

• The Merges & Duplicates screen shows details of all active duplicates for the contact

  

• A list of the duplicates is shown showing basic contact details

• Double-click an entry to view the associated contact record

• If the contact has the potential duplicate alert set to ignore, the Ignore column will show as Yes and the associated Ignore Reason is displayed to the right
  For more information on ignoring a duplicate, see step 3

• To the left of the contact:

  • where a tick box is shown (as shown above), it is possible to merge the contact
    The ability to merge contact records is dependent on configuration, as outlined heresee section below titled:
    Merge duplicate contacts (where configured)

  • where a grey cross is shown, the contact is invalid for merging and the Invalid Reason is displayed to the right of the grid (shown below)

3. Mark duplicate a legitimate duplicate / ignore duplicate contact

When a contact has been flagged as a potential duplicate, an option to ignore the duplicate is available
Choosing to ignore a potential duplicate contact prevents the contact record from being offered as an option to be merged
For more information on merging contacts, see this section below titled: Merge duplicate contacts (where configured)

On contact record:

• Right-click exclamation mark and select Ignore duplicate contact

  

• Enter the reason to ignore the duplicate contact and click Accept

  

• The exclamation mark is displayed grey - hovering over it displays the duplicate reason

  

• This information is logged in the contact Activity Feed and also the contact Journal, Miscellaneous section

  

4. Remove ignored duplicate

When a potential duplicate has been set to ignore (as outlined in section 3), this can be removed

On contact record:

• Right-click exclamation mark and select Re-evaluate duplicate(s)

  

• Click Yes

  

• The duplicate alert is displayed (as before), plus the Activity Feed and Journal is updated to reflect the change